I had a bad experience with Vermont Cleaners recently. They converted to "Green" cleaning sometime this past year, and I applaud their efforts to get rid of bad old chemical-based dry cleaning - BUT what many people may not know is that GREEN CLEANING IS NO LONGER DRY CLEANING. It's WET CLEANING. That's right, WET. This can be a major bummer for delicate garments.
I dropped off a very nice ladies blazer to be "dry" cleaned, failing to notice the new "WET CLEANING" signs all over the place. Benson (the owner of Vermont Cleaners) accepted the garment without comment. I picked it up a few days later and my friend took the jacket off on a business trip. When she put it on she reported immediately that the fit of the jacket had changed significantly. I said, hmm, that's strange, I've used Vermont Cleaners for years without any problems. I went by to talk to Benson about it and then of course noticed all the "WET CLEANING" signs. Frown. I went in to speak with Benson and he said, well, we do wet cleaning, it's not dry cleaning any longer, but the results should be the same. I said, well, apparently the results are sometimes not the same. He said, well, the manufacturer of the wet cleaning process that he uses assured him that it IS the same. I said, well, great, what we have here is a garment that was damaged by the wet cleaning process, how can we resolve this situation?
And this is where he went from friendly neighborhood dry cleaner to failure as a businessman. His eyes glazed over, his wife took up a silent, frowning position at his shoulder, and he said, there is no problem. I said, well, yes, there is a problem, don't you have insurance or something to cover this sort of situation? I certainly would, especially if I had just changed the basic process upon which my entire business depends. He said "insurance will cover $80". This is a $1100 garment, so $80 isn't going to help.
Now, I realize that this is all "my fault" for not noticing the "WET CLEANING" signs - BUT they should have reminded us of that when we dropped off such a nice piece to be cleaned. THEY are the experts on cleaning, not us.
And then it gets worse. Benson reverted to straight up (I'm sorry, but it's true) Chinese laundry mode. He started mumbling about how "many people tell me that customers will try to say clothes are damaged..." - at which point I stopped him and asked, "do you really think I'm trying to rip you off?" He said (with glazed eyes) "no", but repeated his accusation that I was trying to do just that. He then proceeded to say that he had spoken with many other people, "the police, a senator" (what?!?!) and they had all said to do nothing.
I said, look, my friend, I'm not asking you for $1100. Yet. But you're saying there's no problem, and there is a problem. And your only answer is to accuse me of trying to rip you off? He says OK, let me take the jacket to "my master" and he will "stretch it" so that it fits again. Um, no. You don't "stretch" a tailored suit jacket, even if you a Chinese laundry dry cleaning "master". I said, you take this to your master, and you discuss it with him, and you tell me what he says - but don't make the situation any worse. He returned the jacket to us after a couple of weeks with no changes.
We still haven't fully resolved the situation. At this point we have an expensive, shrunken jacket and a very bad feeling about how Benson handled this.
1) My fault for not noticing all the wet cleaning signs. OK, I get that.
2) Their fault for not highlighting the fact that they had switched to wet cleaning, and that we might want to think twice before signing off on using that process on a new, expensive DRY-CLEAN-ONLY garment.
3) Their fault for not carrying insurance that would have allowed them to handle this situation gracefully.
4) Their fault for accusing me of trying to rip them off.
Most of all, I just don't think this is a good example of how to run a business. If it was me, and I was switching my cleaning operation from DRY to WET, I would not only put up lots of SIGNS saying "WET CLEANING". I would 1) talk to my customers about it, 2) carry insurance in case anything went wrong, 3) never, ever accuse friendly, loyal customers of trying to rip me off, and 4) at the end of the day, back up my cleaning expertise with an offer to make the situation right, even if it did require me to replace the garment. The goodwill and POSITIVE exposure would be well worth the cost.
WET CLEANING BUMMER! read more