Clean Mart

We are responding to the letter received in regards to the complaint submitted on 12/12/with and of We would like to fully cooperate with the complaint and provide our understanding of the situation.The customer's girlfriend brought in suits on the day the incident
occurred, She requested same day service on the suits and hurried us for it to be ready when the customer (her boyfriend) came to pick it up after 5pm, Our policy for the suits is to inspect it together before accepting the garments, but she declined to do so as she was in a hurry and left, Before cleaning, the suits were inspected and one of them had a tear or itThe tear was a small rip on the back of the suitThis suit was marked as defective before cleaningWe usually do not clean sufts that are defective, but since she requested same day service, we made sure the suits were ready on time for him to pick up, After cleaning, a few hours later, the customer himself came in to pick up the suitsWe showed the customer the defective tag and rip, and also explained that the rip was there before it was dropped offThe customer then asked for a refundHe refused to listen to our explanation that the suit was ripped beforehand and that his girlfriend did not inspect the garmentsHe insists that she told him she did inspect themWe offered to fix the small rip, but he would accept anything other than a full refund of the total cost of the suitThe customer did not want to discuss any further and left,The customer's girlfriend did not have the time to inspect the suit as it was torm ahead of timeWe did not rip the suit and it was marked defective before cleaningThe rip was a small tear on the back of the suft, which We åre still Offering to fix to remedy this situationWe do not see how a small tear därm justify a full refund on the entire cost of the suitWe see this as predatory and wrong, Even though we did not cause the tear we are offering to fix it for free

Review: I heard about Clean Mart through a family member so I decided to give them a try. I dropped off 4 jackets and 1 long pea coat (all of which had never been worn) to be cleaned t by Clean Mart on Dec. 1st, 2013. I was told by the young man at the front that my clothes would be ready the following day (Monday) after 5pm. As any other working individual, I was unable to make it the next day, so I went in on Friday evening December 6th a little after 6:30pm. They handed me my 4 jackets and looked for my pea coat. The man behind the counter found a long pea coat (with no tag) and preceded to hand it to me. I looked at the sleeve and realized that this was not my coat. He then started to search pulling out everything but a long pea coat (bubble jackets, mid-waist pea coats). The man then assumed my coat had been given to an individual he called [redacted], and that he would call them tomorrow. I asked him to call them right then. He said Theyre a lawyer I asked him what does that have to do with my coat? He then proceeded to explain but stopped mid-sentence stating You want me to call them and leave a message- would that make you happy? I know they wont answer. He was agitated that I asked him to complete a service they messed up on. After leaving a message he printed out a new receipt with my info on it, crossed through the 4 jackets, and initialed by the 1 coat. He told me to call the number on the receipt tomorrow around this same time (it was 7pm at this point). While leaving his message he asked the person to call him on a phone number with a 240 area code. The receipt had a local 703. I asked him for the number he left on the message. He had an attitude and reluctantly gave it to me. I asked him hypothetical if we dont find my coat what happens. He said he didnt want to talk like that. I then walked out of the store. I had one of my friends call the store number on the receipt that evening (7:29pm to be exact) while I was still parked on the side of the building, just to find out who the owner was. To no surprise nobody picked up, however they were still in there and they close at 8pm. I went back the following day with two of my friends (for witness purposes obviously at this point), to see what could be done and who the owner was. The lady at the front called the owner and then he walked in. It was the same man ([redacted]) I was dealing with that previous evening. He pulled us to the side and said that we had made a trip in there for no reason and that he gave me his number to call later on. I informed him that I stopped that morning because when we called that previous evening no one answered the phone. I was also on my way out of town for the day. As we asked questions such as Why the ticket was not on my coat and What is the procedure for checking in articles of clothing? he could not give us a valid answer. He continued to get defensive and acted as if I was the problem. At one point he jumped up out of his chair from behind his desk and was waving his finger around in my friends face stating You dont know me! He moved in a way that made me fear he could possibly harm u, so I called the non-emergency police. A screaming match started, but eventually we calmed down, so I called back to the police and canceled the request. After that, **. [redacted] acted as if he was going to help until the drama happened saying that didnt make him want to do anything (even though clearly my coat was not of importance to him). He kept stating he had other companies to tend to. He asked me how much my jacket cost and I informed him I didnt know because it was a gift that I had never worn. I stated probably more than $100 (using my common sense for a long pea coat that goes to your ankles). He basically stated that he wouldnt pay that much because the value had depreciated over time. He also said that he was willing to bet I had other coats and I could hold out until this was resolved. I told him I understood that we couldnt make [redacted] call back right away and we would have to wait so we left the store at about 1pm. I got a call from him at 3:14pm which I missed so I called them right back. He stated he had found my coat and that it was stuck to another order. I went back around 6ish with one of my friends. He asked us to step behind the counter to show us something. He then proceeded to call me a liar and being dishonest because there was a tag on the sleeve with a price on it that was under what I told him. I told him from the beginning I was not sure of the price because it was a gift. I then thanked him for my coat and left the store. I didnt think to check the condition of the coat because I thought it was a reputable and responsible cleaners. Later on that evening I took my pea coat out to hang it up. What I saw next was unbelievable. The entire inside lining had been cut to shreds. It is completely falling apart like someone took a razor to it (I took pictures immediately). I called **. [redacted] the following morning, leaving him a message stating that I did not appreciate the way he handled my coat. I then hung up. He called me back a couple hours later. The first thing out of his mouth was You coat came to us like that! In my message to him I never stated what the conditions of the coat were. **. [redacted] was not there the day I dropped my coat off so he had no idea what my coat looked like. He actually tried to give me someone elses coat before I said something. Why would I drop off a coat in that condition? Most services would have taken note of that before cleaning it I would think if that were the case. I have never had such terrible customer service in all my life. In hindsight I realize I should have gone to the police with my complaint.Desired Settlement: I would like my coat to be replaced.