I went to the new Tide Dry Cleaners in Rocky River, Ohio in March 2018. I have been a long-time Tide customer and was excited to try out the new service! We received a 50% off coupon in the mail which was also exciting. I brought my fiance's suits/dress shirts as well as a dress and suede jacket. Initially, I received wonderful customer service. The staff member helped me sign up as a new customer and explained they would contact me once my items were ready. Because my jacket was made of 100% genuine lamb leather, it needed to be sent out to be professionally cleaned. I understood that the process would take longer than the other clothing and they were going to let me know once it was ready to be picked up.
I returned to pick up the clothing when it was ready. Everything looked great and I was happy about the quick return. Months passed. Honestly, I had forgotten about my jacket because you typically refrain from wearing leather in the summer.
On Wednesday, June 27th, my fiance had an event that he needed his suit for the following day. I called to see if the location could dry clean his suit in less than 24 hours. Luckily, they could. I called the next day to check to see if it was ready. I found this to be a great opportunity to also question about my jacket. It had been months. I couldn't believe they didn't try to contact me. I referred to the Tide Dry Cleaners website and it says leather requires 5-10 days. This had been three months! I felt that I should ask for a discount because of the time frame.
The gentleman who answered the phone was initially kind. Once I had questioned about the jacket and asked if it was ready, he said it had been there for a while. I asked why I wasn't notified and I believe that I should be given a discount for the length of time this has taken. He told me there was no email on file. I asked if my number was on file and he said yes, but their policy was to email customers and he couldn't give me a discount. I told him that no one had asked for my email when I signed up there. I was a new customer and if that is their policy then it must've been a misjudgement of the staff for not collecting my email. I asked if I could speak with a manager and he told me that he was the owner, but if I wanted to speak with a manager I could. This baffled me that this was the person who not only worked there, but was in the highest leadership position. He started to get really frustrated and finally stated, "Well Emma, what do you want me to do about this?" At this point, I didn't even care about the discount. I could not believe how rude he was speaking to a customer. My family owns a company and customer service is held at a high regard. I replied by saying, "We will just pick up the dry cleaning and that's it." He quickly got off the phone and I was stunned.
When my fiance went in to pick up the clothes. The owner told him he remembered me coming in and that he, in fact, was the one who helped me. He also added that there are plenty of other dry cleaners in the area. Unbelievable!
As I said before, I have bought Tide products over the years. I was impressed with the way they cleaned my clothing, but the service I received from the owner, Chip Sherman, was the worst experience I have ever had. It outweighed the result of my clothing.
If I ever want to use Tide Dry Cleaners again, it will not be at the Rocky River location. read more
