I have been using Gentle Q for several years now and recently brought in 4 loveseat covers to be dry cleaned. The owner advised me that I had two options to clean them. One may result in the covers shrinking so I choose the option where this risk was less. When I picked up the covers, I immediately noticed a very strong odour that was not there before and there were new stains on one of the covers. When I advised the owner, she said I choose that option so I knew the risk. I replied that I chose the option that didn't cause the covers to shrink, not one where I had a new odour and stain.
She then offered to re-clean them without charge, but she said the odour was from my cats urinating on the covers (which is not true). I advised her she had ruined the covers, was blaming me the customer and should have offered to return the money rather than accuse my animals of creating the smell (it is the smell of body odour, not cats). Even after I told her I had the loveseats professionally cleaned twice before without there ever being an odour after, she declined to return my money. Very unprofessional and I now have to potentially buy new loveseats if the smell does not reduce over time or spend over $200 to have them professional cleaned again to see if that helps. read more
