I've used this company for a few years now and had no problems at all. But I will never go back there again after the ordeal I just went through with them.
They lost the jacket to my husband's $800 Vera Wang tuxedo (which has only been worn twice).
When we had originally discovered the problem the owner was assuring us that if she couldn't find it, she would refund us for the cost of the tuxedo and asked us if we could bring in a receipt.
When we did, she seemed concerned when she saw how much it would cost to replace it (it was a Vera Wang tuxedo) but said she'd see what she could do.
Then yesterday the owner had her "representative" named Trish call me to offer $400 plus $100 credit for dry cleaning service. Said I should be happy with this amount because their ticket states that the maximum payable for any lost item is 10x the amount paid for the service (so maximum they should pay was $140), and it's a used suit anyhow so I can't expect full price back.
I told her it had been worn twice, so it was essentially brand new, and that if that is their policy on maximum replacement, then no one should drop anything of value at their dry cleaners to be cleaned. Heaven forbid this had been a wedding dress or custom gown!
The "representative" stated that she was able to get a 40% discount off the price of the tuxedo from Moores (where we had originally purchased it) and the price would be $540; so we'd only be out of pocket $40 after their deal. Except what she failed to mention was that after tax that would be $604 at Moores plus alterations so we'd be out of pocket at least $204 with that deal.
The fact that this "friend" of theirs thought it would be good customer service to play hardball and leave me feeling like I was bargaining with them for what we were owed (for what was their mistake to begin with) left me with a very bad taste in my mouth.
Finally, I told them either they replace the tuxedo or I would take them to small claims court. That got their attention and they countered with the offer of paying Moores to replace the tuxedo but with the stipulation that we had to return the pants from the previous tuxedo to them.
When I questioned why they needed the old pants when they're used and tailored to my husband, she spouted off something about for "insurance reasons" for their insurance company and said that they technically owned them now because they were buying us an entirely new tuxedo. Finally I had enough and said "fine take the pants if it means that much to you but you'll never see us again."
If they would have just paid for the suit in the first place like they had originally said they would, and not done all this run-around, I would probably have still used them (for cheap things anyhow). The owner was nice, service was great and hell I even had my wedding dress preserved there! But they've now lost me as a customer for life. read more