I will say the first two times I went there I did not have an issue.
I dropped off several shirts and a suit on 3/3/14. When I picked them up on the 7th, four of the shirts were not properly pressed (none of the shirts looked great). The person working the counter made some lame excuses for the quality of pressing, mentioned that "a lot of people complain about that" and semi-reluctantly took the search back for a redo. She wrote me a new ticket said the shirts would be back on Tuesday (3/11/14) and I was on my way.
I came back on Wednesday (3/12/14) for my shirts. The same woman who assisted me the previous Friday was working. I told her I didn't have my ticket (I had left it in the car). She located the store copy, and looked for the shirts. She said they weren't in yet and I said that she told me they would be ready on Tuesday. She looked at her carbon copy of my ticket and said that according to the ticket they are supposed to be back on Thursday. When I asked why it takes a week to get some shirts back, she told me that they wanted to make sure they were done properly... Obviously, another excuse for poor service.
I bet you can't guess what happened on Thursday? That's right. No shirts! Same women working, and this time I brought my ticket with me that says the shirts were due back two days earlier (Tuesday). When I questioned how my carbon copy of the same ticket has a different day marked, she of course had nothing to say. I guess she figured that by saying that I didn't have my ticket on Tuesday that I must have lost it. She did apologize and said that instead of coming in to check, that they would call me when my clothes came back.
Late Friday afternoon, I called them. Spoke to someone else who had vague knowledge of my situation. She asked me to hang on while she looked for my order. If I'm going to get a call when my order comes in, then why does she need to look for it. Upset as I was that my clothes were still not back 8 days after the redo and 12 days after initially dropping them off, at least they hadn't forgotten to call me.
At this point I asked for an owner of the store to call me. As someone who spent over twenty years in customer service, I hate it when associates are left to suffer through situations that management should be handling. This is why we made "the big bucks." She tells me that she will make the call right away and that I should expect to receive a call on Saturday.
Yep, you guessed. No call from the owners and no call about the shirts on Saturday, or Sunday or Monday.
On Tuesday I call the shop and yet another woman answers the phone. I ask about my shirts and after a brief hold, she tells me they are in and they came back on Saturday. Since she was a new character in this tragedy, I decided not to bite her head off over her coworkers shortcomings.
Oh, I forgot to mention, my ticket said 3 shirts and there were actually 4. Thank God they didn't lose my shirts or I would be out the money for the 4th shirt... assuming they would cooperate on reimbursing me for lost items.
When I picked up my clothes I told her (same lady that I had spoke to on the phone) this entire story. The shirts looked better (not great), but I told her that they would have to do.
After hearing the story, and fully understanding the ridiculous chain of events that took place, the complete lack of recovery by the owners and the fact that nobody called me, she simply apologized and said, "that will be $7.20. I happily paid the money because I will generally chose not to rate a business poorly when they try. You will only see poor ratings from me when a business fails to provide the most basic level of customer service.
Since the owner never called me back, I will publicly provide my professional opinion of what Nu-Look should have done to recover the situation.
First and foremost, the person who took my initial request for a redo should have prioritized the order so that my shirts were better tracked. Since there are a lot of employees at the store, how do they communicate between the shifts? Do they have a log book? If not, get them one. I should have not told my story to three different people. Very frustrating.
Second. By the time I have come in twice, my order should have been marked "do not charge." At this point the transaction has failed and expecting payment is unethical.
Third, and most important. Obviously you have lost a customer at this point. In order to try to get the customer back, provide some free future service. At least get the customer back in your store to show them that you can do things right.
So Nu-Look, here is what $7.20 costs; I will be taking my clothes somewhere else obviously, and now I have taken the time to write a detailed and honest review of your business. Not everyone who reads this will be deterred from being a customer, but I can assure that more than $7.20 worth of business will go somewhere else. read more
