I generally always had a positive experience at this cleaners in the year+ I had been going there; that is, until I took an item in for repair in December 2018. I took the item in on 12/12/18 and it was to be picked up on 12/21. I was also supposed to be contacted prior to the repair. Needless to say, I never got a call and went back on 12/21 to find my item not at the store. The employee attempted to locate it and told me to come back in a week, rather than a certain date. I returned to the store several times after 12/21 with the same result. I generally dealt with the same employee, Naddir. Each time I went to the store, he made phone calls to locate the item but was unsuccessful. Eventually, he informed me around 1/2/19, when the item wasn't at the store but apparently should have been, that he believed it was lost. He gave me the name and number for an individual ("Mike Williams") who would be contacting me soon about replacing the item, etc. That individual never called; however, "Mary" contacted me on 1/14/19 (a month after the item was taken in). In her message she indicated that they located my item, that they had made "a mistake" and placed it in the "damaged line" rather than "alterations," and that it "kind of got stuck there." She admitted "the clerk" (I assume Naddir) made no mistake, but that she/"we" gave him the wrong information that it had previously "been sent out," which she said was "in error." She informed me she would have it sent to "the repair place," where it would be completed hopefully by Thursday 1/17/19, and for me to call back with "any questions or concerns." On Wednesday 1/16/19, Mary called back and left me a message, in which she said the repairs would be $12.00 and "nobody's been getting back to us so we're not sure whether we should continue with repair or not." First, I was surprised when she indicated that I hadn't called her back. She had only called one time (1/14/19) in the month+ that they had misplaced my item and when she called on 1/14 she stated to call back with "questions or concerns." I definitely had concerns, but not relevant to repairing my item. Secondly, the cost being secondary, I was more surprised that they weren't willing to eat the cost of repairing my item considering the month that they had--in their own words--made a mistake and misplaced it. I got her message after closing hours, so I called back the following morning. Needless to say, Mary was not helpful or understanding. She demanded that I pay the $12.00 for repair and insisted that they had called me a long time ago (never received a message until 1/14/19). When I told her that she either had called the wrong number (which is surprising because my phone number was listed on my account and the receipt attached to my item when I picked it up) or was lying about calling, she quickly backed down and said it was probably a wrong number. I told her that if Imperial was going to charge me to repair the item--an item that I truthfully told her I needed for work and had been without for a month--then she should have the item returned to the store, where I would pick it up. She informed me that she was not willing to repair the item at a loss, and that Imperial was "about to go bankrupt anyway." As you can imagine, I was shocked when she said this. I picked up my item and will not return. I live in the same general neighborhood of the store (literally within walking distance) and was a regular customer for the year+ prior to this incident. I would still be a customer if it wasn't for the lack of professionalism and courtesy I was shown after Imperial misplaced my item. read more
