FlyCleaners

The customer sent in laundry on 8/**/to be cleaned using our Wash and Fold serviceThere was a problem with the customers barcode, so although it was meant to be delivered on 8/**, it was not delivered until 8/** at 7:28pm The customer service team was unable to give a clear idea of when
the bag would be delivered because our internal system was not showing the regular updates due to the barcode issue At this time, the customer has received their laundry and was given a full refund (minus the tip for the driver) for the delay

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

At this time, I have been contacted directly by FlyCleaners regarding complaint ID ***, Yesterday (07-**-15), they gave me a gift card and one for my girlfriend to compensate us for our lossesThough it took way longer then it should've, we are glad that finally something
has been doneWe are satisfied and appreciate all of your help.Sincerely,*** *** ***
Yesterday (07-**-15), they gave me a gift card and one for my girlfriend to compensate us for our lossesThough it took way longer then it should've, we are glad that finally something has been doneWe are satisfied and appreciate all of your help.Sincerely,*** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have still not been compensatedFlyCleaners' response stated I would receive $in "Giftly" cards covering the compensation for my lost items by the end of business day on May ***It is now May ***I have emailed multiple times informing that I still have received nothing and yet no one from the company has taken the time to even respond to me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

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

The customer sent in an order of Wash & Fold along with Hang Dry to pieces of Hang DryWhen the customer contacted us we responded with information and started a claimThe timing on the claims vary depending on the nature of the issue as we want to be sure we cover all bases with
returning the items as the top priorityOf course there are times where we are just not able to locate the items and when that happens we are very clear in regards to why and how we compensateFor Wash & Fold there is no inventory and therefor no way to prove the contents and place a value on those items which is why everything is done by the poundCompensation was given on May ***

*** *** contacted FlyCleaners stating he was unable to scheduled a deliveryAfter reviewing his case and it seems a glitch has caused his order to be untraceableAt this time FlyCleaners will
value the word of the customer and submit full compensationBen will receive two e-gift cards via Giftly that are instantly redeemable and can be used anywhere as cashThey will both be $Totaling the full value amount rounded to the dollar stated by Ben ($ 598)Ben will also have this exact message sent to him through our Customer service platform and will receive the Gifty by EOD May **,

On the evening of 3/**, customer emailed FC Support indicating that the driver didn’t have customer’s laundry order present for a delivery. That 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 contents. On 3/**, a bag with the serial number matching customer’s laundry bag was found, and made available for delivery. On the afternoon of 4/*, customer notified FC Support that the bag had the wrong contents, and search for the correct items was resumed. FC 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 confirm. Customer confirmed these were the correct items, and FC delivered these items to customer on the evening of 4/** this resulted in the claim now being closed.

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 started. For 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 them. So 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 waiting. I find it hard to believe that a tuxedo, cocktail dress, and a formal shirt weigh 10 lbs, but regardless, their process allowed these items marked for dry cleaning, to be wash and folded. I doubt any reasonable dry cleaner in the world would be capable of making this mistake. It requires a level of negligence that which exists throughout FlyCleaners entire chain of process. They 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 company. The 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 back. Also, I would be happy to inquire with the phone company's and email providers to check their claim that a VP ever called us. Rather, we called and emailed the company several times over a month and received nothing. Finally, 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 were. I 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]

We received 3 bags from the customer, two laundry and one dry cleaning. We returned two of the threee bags with 1 laundry bag still remaining. We 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 find that this resolution is satisfactory to me and the matter has been 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:

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} The business makes no mention of how long it took them to send me confirmation that a claim even existed. I did not receive an email with proof of my claim until 3 days after it was filed, and this email was hardly professional, even containing spelling errors. I understand their price per pound reimbursement policy, and that they don't catalogue hang dry items (completely unreasonable considering these items will likely be more valuable). However, I was awarded $40 for the "inconvenience" of losing 20 items of clothing which is outrageously low compensation. Not to mention the ridiculous amount of time it takes customer service to respond, or the fact I had to hound a representative periodically for any update on my clothing, no one from Flycleaners ever initiated an update on the situation after my claim. I did receive what Flycleaners deemed appropriate compensation (much later than they had assured I would, and only after filing a claim with the Revdex.com). I have not used this compensation as I believe it is entirely too low and have expressed to the company I am unsatisfied with the way they handled this entire situation. Based on the yelp reviews of this company, which I regret not looking at sooner, this is an extremely common occurrence, and at some point the company needs to be accountable for the way they treat customers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer sent in clothing for Dry Cleaning.  When his items were returned to him, he was missing multiple shirts and a pair of pants.  We spent almost 2 weeks looking for these items, but they were not found.  All clothing has a depreciation value, so any items that were purchased...

within 30 days of the order date, we will compensate 75% of the cost of these items, as long as a valid receipt is given to us. For anything older than 30 days, we will give back 50% of the current retail value.  The receipts the customer sent us were all over 30 days old, so we gave back 50% of each item he sent us for a total of $699, as well as the full cost of the order including the driver's tip.  No further compensation will be offered for this order.

Customer used our Wash and Fold service on 5/**/17.  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 order. For this reason, we can only compensate based on the weight of the bag we receive.  We give back 5 times the amount weighed, so since we charge $1.50 per pound in our service, we give back $7.50 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 10 lbs), we doubled the total weight. Her bag weighed 36 lbs, but she received compensation of $540, which equals to 72 lbs of laundry. The customer was sent an e-giftcard with this amount on 6/** and had accepted it at that time. No further compensation will be offered in this matter.

Customer had multiple delays on first order. For this inconvenience, we offered $20 of credit towards their next order.  That credit wasn't applied to the 2nd order initially, so we offered another $10 off for the mistake.  In total, we have given the customer $30 back for this matter....

 It was never refunded to the customer, but the credit applied to her 2nd order, making the total of that order $3.47.  We are still working with the customer to fix another matter pertaining to their 2nd order.

Response for ID [redacted] The customer has a total of 3 orders placed with us which includes 1 dry cleaning and 2 laundry. The customer placed an order with us...

on 11/** at 2:17pm. The order was picked up at 8:23pm the same day. The order was ready for the customer on Nov [redacted] and delivered on the [redacted] per the customer scheduling a delivery. We have two separate bags for our laundry services. The first is a laundry back noting "Laundry" with a drawstring only on the top and the second is a Dry Cleaning bag noting "Dry Cleaning" with a side zipper and a drawstring. The customer gave us items in a laundry bag weighing 10lbs. The bag was processed as Laundry.  On Nov, [redacted] at 8:11 pm the customer called and spoke with a support agent noting she meant for her items to be dry cleaned and that they were laundered due the incorrect bag being used and she was unsure if there was damage at that time as she just knows they were laundered as they were folded into the bag. We refunded the order at the time of the call and let the customer know that we would like to pick up the items to assess them to see if there was any damage. If there was we would then send them in to see if we can repair them and if there was no damaged found we would have them processed free of charge. The customer was satisfied with the interaction said thank you then ended the call.  We then received an email the same day at 10:09pm from customer noting the same information. We apologized and again asked for photos and any information they could give us to help us with the assessment of the items. We received numerous emails that day and every time we explained that we would need to assess the damage not only for insurance purposes but so that we can try to fix and make it right. The customer refused to send in their items. The manager called the customer that day and spoke with the customer explaining the hows and why of the process. In addition, set up a time for a driver to come by and pick up the items that the customer stated were damaged. The driver came by to pick up the items and the customer said they had nothing to give them.  The manager then called twice more and left a message once. We did not hear back. The VP them reached out again as we wanted to get this resolved as quickly as possible. Again, our manager reached out and the customer said they could not speak but we let them know to get their items to us so that we could proceed. We then were unable to move forward as the customer refused to send the items to us for assessment and finally a resolution.  We are still open to resolving this case and would love to close it up but we do need those items prior to doing so.    Erin S[redacted]  VP of Operations | FlyCleaners

Customer's items are in our possession and will be shipped out by Friday, July [redacted].  Customer will receive a tracking number at that time.  No compensation will be offered for this matter, as the business is shipping the items to the customer at their expense.

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]

Hi [redacted], You should be receiving the gift card for $120 in your inbox shortly-- it will be from Giftly. You may want to check your spam folder as well. The gift card will be instantly redeemable. Thank you for your understanding and patience as we worked to resolve this. Have a great day, Dave...

FlySupport ** We are now available via phone ###-###-#### Sun-Thurs 8am to 8pm Fri-Sat 10am to 6 pm EST or write to us anytime at [redacted]