My boyfriend and I have been coming here for almost a year and recently we dropped off our new satin king sized blanket/duvet. We dropped it off for the whole CONVENIENCE of not having to clean it ourselves and since it was an expensive blanket we wanted professionals to take care of it.
Even though I've been here before I was still concerned because the blanket is expensive and big, so I spoke with the person to ask if they would be washing it here (out of concern that the machines might be too small for this item) since they outsource their dry cleaning in another facility I figured they might wash big items elsewhere too. But the employee informed me that she would wash it there and I was shocked and voiced my concern as to thinking the machines were too small, but she comforted me saying it would be fine. She also asked if she can use bleach too and I said I'm not sure if the fabric would be ok with bleach but she can check the instructions on the tab.
When I received it later that day, I brought it back home and saw several stains on the blanket. Since by that time it was late I took photos and went there the next day. The person I spoke with said that I should speak with the manager/owner the next day.
When finally I spoke with the manager the conversation went about an 45-50 minutes when it should of been only 10 minutes.
I showed photos as proof and showed the details as to when the photos were taken and informed him that I never had a problem before and that this was the first time. He went on to explain to me how they wash items and dry them. I am not 10 years old and new to washing. I've been washing and drying clothes for over 20 years. I'm familiar as to how these stains could of happened especially white fabric since my 20+ years of experience. The owner went on to explain how this has never happened before but also mentioned how there was several occasions when items like dry cleaning were stained and they had to treat it... kind of contradicting himself in a sense. All laundromats have had these incidents at before and as a person who does their own laundry too I'm sure they did too. I understand mistakes can happen, but a simple $14 refund shouldn't have to result in a 45 minute debate.
I did not want them to re-wash it because I didn't want to risk them damaging my item further.
So his other offer was to spot clean it.
But the main problem with both of that is the INCONVENIENCE of having to bring that big a** blanket/duvet back there especially when there is a storm coming.
I informed him that if they were gonna bleach it or spot clean it, I could do it myself at home, but I shouldn't have to because of the INCONVENIENCE. The main purpose of a laundromat is to get items washed and cleaned and they failed to do so.
The main purpose of drop off service is so that the professionals can wash and clean the items so the customer doesn't have to inconvenience themselves to do it.
To cut it short, I went there for the convenience of getting my item cleaned and to pick it up when it's done. NOT to get it back damaged and have to bring it back a second time to have it fixed. (Honestly if the item was smaller than yeah I would have brought it back easily but since it was half the size of me it was just completely inconvenient)
Had I known this would have been the result I would have washed it myself from the beginning. And the time that they could have saved me for the drop off service was pointless because of the 45-50 minute conversation I had with the owner.
Had they simply just given me a refund for their error we would still be a frequent customer. But to go on and on and explain to me about what they do for other situations and how they clean items and other unnecessary details was absolutely frustrating because it was as if he thought I was daft and never washed clothes before or as if I never used their services before. It was all just frustrating, and to say that he has no authority to issue a full refund because of their policy is idiotic because as the owner of the facility he has the authority to over rule the policy. If he did not have that power then the employees would have told me so, instead of them informing me that he was the only one that could assist me with the refund.
This entire experience of feeling belittled, bewildered, frustrated and dumbfounded was just simply not worth the experience of coming back there ever again. read more