FlyCleaners

Order # [redacted] was picked up from the customer on November *, at 7:pmAccording to the turnaround time put in place by FlyCleaners this Dry Cleaning order should have been ready for delivery on November *, This Customer wrote into FlyCleaners Customer Support on November *, at 10:PM about an ETA for this orderThe customer received a response stating an ETA for that eveningThe response also asked him to send us a note back if the order notification was not receivedThe Customer wrote on November *, at 1:PM asking for an updateFlyCleaners Support responded to on November *, at 10:am stating that he should have gotten a notification and asking him to provide a description of his itemsFlyCleaners Support issued a refundCustomer responded less than a half hour with a description and asking for more than a refundCustomer next email took place on November **at 5:pm this email discussed how h e spoke to at FlyCleaners over the phone and the action he was next takingThe Customer received a response from FlyCleaners support November **, at 8:pm the support member apologized for the delayed response and laid the steps that are going to be taken as well as offer the customer another phone call for tomorrowThe customer emailed next on November **, at 10:am Stating he need his clothes back by mid-day the following dayThe next email from this customer was received on the following day November **, at 11:am informing us that his complaint with the Revdex.com was filedAs a response from FlyCleaners Support the customer received a phone call and was explained in detail about our company’s two week policy for missing items/ordersOn November **, at 10:am FlyCleaners support contacted this customer to inform him his items have been locatedTen minutes at 10:am the customer explained he didn’t know details about this item and asked if we could please send a picture to confirmAt 11:am that same day FlyCleaners support sent two pictures for the customer t confirmWithin minutes at 11:am the customer wrote in saying that the items found were hisFlyCleaners support responded at 11:am to inform the customer that he could have his clothes delivered any time after PM that eveningAt 11:am the customer said he was still away on business and asked if we could deliver it to his home in WestchesterFlyCleaners support responded at 5:pm and letting the customer know that they were unable to deliver to Westchester but they would hold his order safely until he returned the customer responded at 5:pm thanking us and informing us the he was charged $on his accountWe responded on November **, at 8:pm there was a mis-calculation and the customer was refunded the proper amountWe at FlyCleaners are thankful we were able to recover this customers items and get them home to him safely

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I do note, however, that it took a public review (***), a tweet, and this complaint to have the business respond Sincerely, [redacted]

On the evening of 3/**, customer emailed FC Support indicating that the driver didn’t have customer’s laundry order present for a deliveryThat evening, FC Support asked customer for a description of the items in the order, and customer provided general descriptions of the items.In accordance with FlyCleaners’ search policy, FC Support initiated a search for the order and for its contentsOn 3/**, a bag with the serial number matching customer’s laundry bag was found, and made available for deliveryOn the afternoon of 4/*, customer notified FC Support that the bag had the wrong contents, and search for the correct items was resumedFC retrieved incorrect items from customer and, on the evening of 4/**, offered customer compensation for lost laundry in accordance with FlyCleaners’ compensation policy, in the form of an E-gift card and a refund for the cleaning.On the afternoon of 4/**jkt66rf, FC Support found what was believed to be customer’s correct order, and that evening sent customer photos to confirmCustomer confirmed these were the correct items, and FC delivered these items to customer on the evening of 4/ [redacted] this resulted in the claim now being closed

A check was mailed, in the amount previously discussed and agreed upon on 10/**Check# [redacted] was sent by [redacted] regular mail to the address on file - and verified with the customer - [redacted] ***If the customer has not received the check, she may need to contact her local post office

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This response is factually incorrect and in line with the disingenuous behavior this company has conducted since this issue first startedFor starters, the dry cleaning order was never picked up with the laundry orders and my wife called in separately days later to remind the company that it was left for themSo that was two modes of communication the company would have received, 1) app order for dry cleaning, 2) direct call from customer saying dry cleaning is waitingI find it hard to believe that a tuxedo, cocktail dress, and a formal shirt weigh lbs, but regardless, their process allowed these items marked for dry cleaning, to be wash and foldedI doubt any reasonable dry cleaner in the world would be capable of making this mistakeIt requires a level of negligence that which exists throughout FlyCleaners entire chain of processThey seem to have spent more time and money on advertising than they have on internal systems to actually handle customer's belongings in a professional manner; it seems this is becoming clearer as I have yet to see anything but overly negative reviews of customer dealings with this companyThe reason we did not give our heirlooms back to FlyCleaners for them to have their "Experts" inspect them was because they proved completely irresponsible and actually told us over the phone that there was a chance we would never get our items backAlso, I would be happy to inquire with the phone company's and email providers to check their claim that a VP ever called usRather, we called and emailed the company several times over a month and received nothingFinally, we got the same robotic response from a low level customer support person telling us that a manager would be in touch, which they never wereI am looking forward to letting a court decide this specific case but I truly hope the public is aware of what dealing with this company will result in - complete disaster In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

It is documented in our FAQ's that for missing items, if Dry Clean, will be compensated on a case by case basis, but for Wash and Fold, it will be times the weight of the order We determined the cost by weight to be $back (half the weight of her total order), but decided to up that to $100, seeing as this was a regular customer The initial offer sent to the customer was "FlyCleaners determines compensation based on the weight of the missing wash and fold orderWe provide $per Ib of missing laundryAs several hang dry items were missing from your order, our team has calculated compensation at half the weight of your Ib orderThis comes out $60, which we have increased to $for the inconvenience.Your compensation will be sent in the form of an e-certificate from Giftly, not FlyCleaners, which can be redeemed online or transferred directly to your bank account." The Giftly e-giftcard was sent to the customer on 5/ [redacted] for $ We will not be offering any more compensation for this matter

We received bags from the customer, two laundry and one dry cleaningWe returned two of the threee bags with laundry bag still remainingWe have sinced delivered the final bag and are currently working with customer on the final details to close the case

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] No one ONCE explained to me their lost compensation policy at any time during our (very sparce if ever) communicationUpon notifying me of next steps for my lost laundry, I was advised to next send links and bank statements (if I had any) of all items lost(CLEARLY I KEEP INVENTORY OF WHAT I SEND IN) If compensation for lost Wash/Fold items is done by pound, then I am beyond confused as to why your team advised me to send this informationIt basically did nothing to help your decision, but rather led your customer to believing they would be compensated for what they sent let alone did extra work for a mistake that YOU MADE StealingThat is what your policy isCompletely unprofessional and terribly un-organized In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolvedThey finally gave me the reimbursement I needed (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] They say that they have mailed a check (this would be the second time), but I have no idea exactly when and to where they have mailed itI am sick of being given the run-around, and I will not consider this matter resolved until I have received my reimbursement I'm done wasting my time emailing them asking about the checkThis has been a nightmare for me In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Customer used our Wash and Fold service on Upon arrival, customer got in touch with us to let us know that she did not receive some items in her order We searched our lost and found department, but was unable to locate the missing items Wash and Fold orders are not inventoried upon pick up, so we do not know what individual items are in each orderFor this reason, we can only compensate based on the weight of the bag we receive We give back times the amount weighed, so since we charge $per pound in our service, we give back $per pound if there is ever an issue Although this matter only effected a portion of her order, we know there was a lack of communication on the matter, so instead of only compensating the weight of the missing items (would have been less than lbs), we doubled the total weightHer bag weighed lbs, but she received compensation of $540, which equals to lbs of laundryThe customer was sent an e-giftcard with this amount on 6/ [redacted] and had accepted it at that timeNo further compensation will be offered in this matter

The customer placed an order with us on 10/ [redacted] for Dry Cleaning and received the order back on Oct ***The customer wrote in on the [redacted] stating she was missing two Silk blousesShe also mentioned that her coat did not look cleanWe offered to reclean the coat, which we did, and that we would get right on the research for her missing itemsWe were able to locate of the items on Nov 1st and returned it to the customer right awayThe customer stated that when she received the blouse it was damagedfraying of the seamWe spoke with the customer on the phone and offered to repair the item We refunded the order for the cost of the items in question as well as refunded the customer via an E-Giftcard for the missing item which is also transferable as cash directly to the customer's bank accountThat was sent to the customer on Nov [redacted] and was accepted by the customer on the same date Erin S*** VP of Operations | FlyCleaners

Revdex.com:At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved (By clicking "OK", your complaint will be closed as Resolved.) Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: While it is true that they offered to re clean my coat, they charged me shipping and taxes for the coat They only offered to pay for half of the shirt, which I think is close to useless because they still lost my shirt (Expensive shirt not to mention, that I cannot replace because they do not make that style anymore)A drycleaning service should NOT lose any items, and even the items they dry cleaned still smelled like they did not clean it and my shirts still had stains on it, where I had pointed out to please focus on(I put washi tape on the areas where the stains were)The shirt that they had lost and found looked like t went through the regular wash - YOU DO NOT WASH SILK TOPS, THAT IS WHY I HIRED YOU TO CLEAN MY DELICATE CLOTHES!!! I am still to this day very angry with their service and will not be happy unless further action is taken In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

On 9/ [redacted] the customer wrote in to FC support, stating that his order was taking longer than usual to completeFC Support responded the same day, apologizing for the delay and stating that FC would reach out to the vendor for informationThe reason for the delay was identified as a scanning issue, and that same day, FC begun to search for the customer’s order through all its channelsOn 9/ [redacted] the customer provided descriptions of the items, to assist in the manual searchFC Support provided regular updates to the customer, on the progress of the searchOn 10/*, FC Support located the customer’s items, alerted the customer that the order was found, applied a 100% discount to the order and provided the customer a $FlyCleaners credit towards a future orderLater that day, the customer alerted FC Support that he was moving, and would need the order delivered to a different address, and on 10/ [redacted] FC delivered the order to the customer’s new address

Hi [redacted] , You should be receiving the gift card for $in your inbox shortly-- it will be from GiftlyYou may want to check your spam folder as wellThe gift card will be instantly redeemableThank you for your understanding and patience as we worked to resolve thisHave a great day, Dave FlySupport [redacted] We are now available via phone ###-###-#### Sun-Thurs 8am to 8pm Fri-Sat 10am to pm EST or write to us anytime at [redacted]

I am emailing regarding Fly Cleaners laundry serviceI recently had a kidney transplant on 12/ [redacted] at NYC PresbyterianI sent my blankets (of them) to be cleaned via Fly Cleaners App on 12/ [redacted] to prep for my surgeryOn 12/ [redacted] I received the laundry back but when I opened it, the clean laundry wasn't mineI called, opened a lost item ticket and returned the goods to Fly CleanersTheir email communication was great until I reached the [redacted] day (of which they said after days with no items found they reimburse you)I emailed them 12/ [redacted] and asked for an update and also a reimbursement for the charge of $for the lost itemsI emailed again on 12/ [redacted] with no response from themOn 12/ [redacted] I called customer support and was told they will refund the but there was no weight of my laundry and a manager would call me back the same daydays passed and still no call or email so I emailed very upset on 12/**, again no responseI called again customer support 12/ [redacted] and a [redacted] said that there was no weight of my bagI went off and said how did you initially charge me $if you didn't have a weight and price is based off weightShe apologized again and said she looked at the wrong ticket and a manager would have to call me back after the New Year and they only reimburse $per poundI expressed my frustration and she said she was sorry but nothing she can doAs soon as we hung up, is when I received an email response explaining the reimbursement policy etc I am beyond frustrated with Fly Cleaners and it is terrible businesses are allowed to get away with things like thisMaybe they feel that through all the business bureaucracy they hope customers will forget about it because of failed attemptsI am new to NYC, sent ALL of my blankets for the winter to be cleaned before my surgery and in turn the lack of respect to follow their own day policy is quite upsettingI now days after the day search period, I was explained their reimbursement policy but I would like to submit to ask for the full max reimbursement of $Their online reviews are terrible and it seems they lose items more often than not (I guess we should read reviews before using the service)

Customer used our Wash and Fold service on 6/*/ During the delivery of this order, one hang dry item did not return to the customer There was an extreme delay in response from the customer experience team, so the customer had to write to us on multiple occasions For compensation, we originally came to the resolution of $(which is 50% of the current retail value of the item) Because of the lack of communication on our end,we wanted to give back more, so we did $(40% of the original value of the shirt) We do not offer 100% compensation because clothing depreciates as soon as it is purchased Customer was sent an e-giftcard with the $on 6/ [redacted] and accepted it on 6/** No further compensation will be offered

FlyCleaners lost my clothes for weeks one timeThey also always would include others' items in my clothes when they brought them back and would have to send someone out to retrieve themTheir compensation policy for lost items was unacceptable They were regularly very late from the scheduled delivery time The app crashed all the time, keeping not us from being able to schedule pior delivery They prioritized growth over customer experience and failed at their business