Complaint: [redacted]I am rejecting this response because:
It is customary of Bakker's to inspect items before cleaning to identify any defects, including rips, tears, stains, and other forms of damage to the garment, and noting the prior defects in a way that identifies the defects to both the cleaning facility and the customer. There was no attached label or notice of any kind that the item was brought in damaged prior to cleaning. So the respondent's assessment of the damage is irrelevant, as the process the respondent already has in place would have caught the pre-cleaning damage if it was, in fact, damaged when brought in for service.
Thus, while we agree the item is damaged, the opportunity to claim the damage existed prior to servicing has passed.
So the respondent's explanation is suspect and contrary to the facts.
Sincerely,[redacted]
This complaint was brought to the attention of the Operations Manager and the Owner. If during the cleaning process, a hem comes out, it was a pre-existing condition of the garment. A likely exposure prior to us receiving the item, not unusual as we deal in used clothing. After...
close inspection, it is our professional opinion that the abraded fabric on the corduroy was caused by the feed system on a sewing machine while being re-hemmed. The feed system advances the fabric across the foot to be sewn. When the foot came across multiple layers of fabric to be sewn (seams), if not properly adjusted, it will get stuck while the jaws continue to try to advance the fabric, chewing away at the material. As we didn't perform any repair/alterations on the pants, we cannot be held responsible for damage we believe to be caused by that work.
I am aware of the original complaint by [redacted]. My store manager Trisha, in an attempt to resolve her concern, personally took the blouse to Banana Republic (BR) on her own time, and conveyed Ms. [redacted]' complaint about the condition of her blouse to the store manager. They...
took possession of the blouse to have other members of management examine the blouse. We cleaned the garment according to the manufacture attached care label, and saw no issue with the condition of the blouse. After careful examination of the blouse, BR stated that there is nothing wrong with the garment, see attached e-mail responses. We cannot be responsible for non-existent damage that the store agrees is not 'damaged.' BR offered adjustment for the blouse to her as a courtesy, and no response regarding that.
The progress of addressing the complaint was communicated to Ms. [redacted] several times by voicemail. There was an extremely difficult time getting a response from Ms. [redacted] after multiple voicemails left by my store Manager Trisha, my Operations Manager Sarah, and the BR store Manager Francisco. See e-mails citing messages, etc. I mention this as to address her concern about the length of time to get responses from all parties involved.
Bakker's has gone above and beyond to attempt to resolve Ms. [redacted]' complaint, bringing the blouse to Banana Republic to try to facilitate a solution, communicating with all involved parties, etc. We are unable to do anything further on this matter. We recommend Ms. [redacted] take up BR on their offer of an adjustment on the blouse. We feel we have been extremely fair in trying to resolve this complaint.
Complaint: [redacted]I am rejecting this response because:
It is customary of Bakker's to inspect items before cleaning to identify any defects, including rips, tears, stains, and other forms of damage to the garment, and noting the prior defects in a way that identifies the defects to both the cleaning facility and the customer. There was no attached label or notice of any kind that the item was brought in damaged prior to cleaning. So the respondent's assessment of the damage is irrelevant, as the process the respondent already has in place would have caught the pre-cleaning damage if it was, in fact, damaged when brought in for service.
Thus, while we agree the item is damaged, the opportunity to claim the damage existed prior to servicing has passed.
So the respondent's explanation is suspect and contrary to the facts.
Sincerely,[redacted]
This complaint was brought to the attention of the Operations Manager and the Owner. If during the cleaning process, a hem comes out, it was a pre-existing condition of the garment. A likely exposure prior to us receiving the item, not unusual as we deal in used clothing. After...
close inspection, it is our professional opinion that the abraded fabric on the corduroy was caused by the feed system on a sewing machine while being re-hemmed. The feed system advances the fabric across the foot to be sewn. When the foot came across multiple layers of fabric to be sewn (seams), if not properly adjusted, it will get stuck while the jaws continue to try to advance the fabric, chewing away at the material. As we didn't perform any repair/alterations on the pants, we cannot be held responsible for damage we believe to be caused by that work.
I am aware of the original complaint by [redacted]. My store manager Trisha, in an attempt to resolve her concern, personally took the blouse to Banana Republic (BR) on her own time, and conveyed Ms. [redacted]' complaint about the condition of her blouse to the store manager. They...
took possession of the blouse to have other members of management examine the blouse. We cleaned the garment according to the manufacture attached care label, and saw no issue with the condition of the blouse. After careful examination of the blouse, BR stated that there is nothing wrong with the garment, see attached e-mail responses. We cannot be responsible for non-existent damage that the store agrees is not 'damaged.' BR offered adjustment for the blouse to her as a courtesy, and no response regarding that.
The progress of addressing the complaint was communicated to Ms. [redacted] several times by voicemail. There was an extremely difficult time getting a response from Ms. [redacted] after multiple voicemails left by my store Manager Trisha, my Operations Manager Sarah, and the BR store Manager Francisco. See e-mails citing messages, etc. I mention this as to address her concern about the length of time to get responses from all parties involved.
Bakker's has gone above and beyond to attempt to resolve Ms. [redacted]' complaint, bringing the blouse to Banana Republic to try to facilitate a solution, communicating with all involved parties, etc. We are unable to do anything further on this matter. We recommend Ms. [redacted] take up BR on their offer of an adjustment on the blouse. We feel we have been extremely fair in trying to resolve this complaint.