FlyCleaners

Customer sent in a 26 lbs bag of laundry to be cleaned by our Wash and Fold service.  Although this case has been closed by our Supervisor, we understand the customer is unhappy that even though we were constantly updating her of the progress during the search, we weren't giving new information...

on each communication.  Our last email to the customer explained very clearly what the process was and what steps we took, but prior to this, customer had already told us that she would be entering a complaint to the Revdex.com.  We will not be giving any further compensation to the customer for this matter, however, the Giftly e-card they were given can be deposited as cash, in case that was not clear in prior communication with the team.

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.The business found my laundry and delivered it to me. 
Sincerely,
[redacted]...

[redacted]

On 9/** the customer wrote in to FC support, stating that his order was taking longer than usual to complete. FC Support responded the same day, apologizing for the delay and stating that FC would reach out to the vendor for information. The 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 channels. On 9/** the customer provided descriptions of the items, to assist in the manual search. FC Support provided regular updates to the customer, on the progress of the search. On 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 $15 FlyCleaners credit towards a future order. Later that day, the customer alerted FC Support that he was moving, and would need the order delivered to a different address, and on 10/* FC delivered the order to the customer’s new address.

At this time, I have been contacted directly by FlyCleaners regarding complaint ID [redacted], however my complaint has NOT been resolved because: 
 FlyCleaners has agreed to refund me for 50% of the shirt price due to degradation.  This does not solve my problem - money is...

money, and they did not even refund me for the full price.  The expensive silk blouse is gone forever, they completely ruined my one silk Helmut Lang shirt (the ends are all frayed - it was a sharp edge silk shirt when I purchased it initially), they returned my dry cleaning with blonde hairs all over it (I have dark hair), they did not remove the stains from 6 of my silk blouses, and the color of one of my silk blouses is completely blotchy now (it was a solid color to begin with).  I gave them 11 items, and they were somehow ALL RUINED. DRY CLEANING IS SUPPOSED TO RETURN THE ITEMS CLEAN, and SHOULD NOT HAVE LOST TWO OF MY MOST EXPENSIVE BLOUSES.  Extremely upset with FlyCleaners - had I known there were this many problems and news articles written about this business, I would have NEVER used this.  The concept of FlyCleaners Delivery Dry Cleaning is a good idea, but their service and responsibility are horrible.
 
 
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 6/*/17.  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 $38 (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 $50 (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 $50 on 6/** and accepted it on 6/**.  No further compensation will be offered.

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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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]

The customer was asked for receipts or links so that the payment team could evaluate a fair compensation price.  This order was using our Wash and Fold service, so we do not inventory the items in the order at any point. Because of this, we have no proof of what items are actually in a customers bag.  As we've said before, compensation for Wash and Fold is 5 times the weight of the item that is missing.  For the items that were lost, they would not have weight more than 8 lbs, so initially we were only going to give a $60 refund.  However, for the confusing information from the team about the way we compensate, we doubled our compensation offer.  No further compensation will be offered for this matter.

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) communication. Upon 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 information. It 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.  Stealing. That is what your policy is. Completely 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory, but not without complaint, to me and the matter has been resolved.  The company needs to improve their communications and need to reimburse customers 100% of lost items.  We will no longer be using this service after this experience. 
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:

I have still not been compensated. FlyCleaners' response stated I would receive $598 in "Giftly" cards covering the compensation for my lost items by the end of business day on May [redacted]. It is now May [redacted]. 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,
[redacted]

We received the initial complaint and worked to remedy situation by sending the item in to be assessed and then repaired. The item was unable to be repaired and a message has been sent to the cusomter to resolve the matter. The matter will be competerly resolved upon recept.

At this time, I have been contacted directly by FlyCleaners regarding complaint ID [redacted], however my complaint has NOT been resolved because:
My items were finally found after 2 months. However, in that time, I was told that I was receiving a gift card to replace the items within 3...

days, but then I received no follow-up information for weeks. I finally went ahead and purchased replacement clothing because I could not wait any longer. After numerous emails I sent and was not responded to, I suddenly received an email stating they found my clothing. The images they sent me showed that my clothing is stained. I do not consider this resolved, as I am still out hundreds of dollars to replace the items.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 5 times the weight of the order.  We determined the cost by weight to be $60 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 order. We provide $7.50 per Ib of missing laundry. As several hang dry items were missing from your order, our team has calculated compensation at half the weight of your 15 Ib order. This comes out $60, which we have increased to $100 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/** for $100.  We will not be offering any more compensation for this matter.

The customer placed an order with us on 10/** for Dry Cleaning and received the order back on Oct [redacted]. The customer wrote in on the [redacted] stating she was missing two Silk blouses. She also mentioned that her coat did not look clean. We offered to reclean the coat, which we did, and that we would get right on the research for her missing items. We were able to locate 1 of the items on Nov 1st and returned it to the customer right away. The customer stated that when she received the blouse it was damaged. fraying of the seam. We 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 account. That was sent to the customer on Nov [redacted] and was accepted by the customer on the same date.  Erin S[redacted]  VP of Operations | FlyCleaners

Apologies for the delay in responding to this complaint. We’re happy to report that two days after we received the original complaint, the case was completely resolved on January [redacted] 2017. That is, the customer received all of her clothing back and we compensated her for the delay. There is more...

background below.On 12/**/2016, the customer placed an order for wash and fold service with our FlyCleaners app and requested that we pick up that same day and deliver it back the following afternoon of 12/**/2016. Unfortunately, during the time of delivery, we were unable to locate the customer’s laundry and we let the customer know about that right away. These types of issues are rare and, even rarer, the issue was still not resolved that evening and given that, the customer contacted Support for more information that evening (12/**). A few business hours later, our support team responded apologizing for the issue and giving her more information on our protocol when these things happen.That same day, customer provided a list of items missing and in accordance with FC search practices, FlyCleaners conducted a thorough search that day and the days that followed. Unfortunately, it took a number of days to locate her items and, understandably, that created a lot of frustration on her part even despite updates from our support team. That said, on 01/**/2017 we sent her a photo of laundry that matched the description of her items and that same afternoon, customer confirmed that that indeed was her missing laundry. We delivered her laundry that same evening and refunded the cleaning costs associated with the order as well as make-good credits for additional use of our service in the future.Over the last 3 years, FlyCleaners has processed 325,000 orders in New York City and though most of our orders and customers are extremely happy, we are not yet perfect, even though we try to improve every day. We're happy we could resolve this order, but wish it hadn't taken so long.

Revdex.com:At this time, I have not been contacted by FlyCleaners regarding complaint ID [redacted].Sincerely,[redacted]

On 9/** the customer wrote in to FC support, stating that his order was taking longer than usual to complete. FC Support responded the same day, apologizing for the delay and stating that FC would...

reach out to the vendor for information. The 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 channels. On 9/** the customer provided descriptions of the items, to assist in the manual search. FC Support provided regular updates to the customer, on the progress of the search. On 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 $15 FlyCleaners credit towards a future order. Later that day, the customer alerted FC Support that he was moving, and would need the order delivered to a different address, and on 10/* FC delivered the order to the customer’s new address.