FlyCleaners

Review: I use FlyCleaners for Dry Cleaning services and they delivered items that were not mine on April [redacted] 2015. I subsequently emailed them on April [redacted] informing them of my missing clothing and they said they would look. Their policy said they look for 2 weeks before they talk about reimbursement for missing items. It was two weeks last week and I sent this email below a week ago. No response and they do not have a phone number to be reached. I also sent an email yesterday asking to be acknowledged and was not. [redacted] is flooded with stories just like mine and I hope they will be investigated.

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Email:

At this point it has been over two weeks since my dry cleaning has gone missing. While I have been patient in the hopes that you would find my missing clothing, at this point I see no other resolution other than to be properly compensated. I have read the FAQs and while I understand that you have the option of providing credit, after the incident that has occurred I cannot trust your company to deliver any of my clothing.

Additionally, this blatant disregard and carelessness of my personal property has caused me to lose not only four expensive shirts but also a Hugo Boss suit that was custom tailored and the pants that were lost cannot be replaced. By losing these pants you have a essentially ruined my ability to wear my suit. This suit also had sentimental value because it was a gift given to me as a graduation present and I have only been working in NYC for a few months. In fact, all of these items were purchased within the last couple of months.Desired Settlement: The current amount of damage that has been caused is:

Hugo Boss Suit: $895.00

1 Charles Tyrwhitt shirt: $59.00

1 Charles Tyrwhitt shirt: $69.00

1 Brooks Brothers shirt: $92.00

1 T.M. Lewis shirt: $56.00

Total: $1,171

Links for each item that are below were provided to them via in addition to the text above

1. [redacted]

2. [redacted]

3. [redacted]

4. [redacted]

5. [redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: FlyCleaners is a division of Dry Cycle Brands, LLC run by [redacted]. They offer a very convenient pickup and delivery service for cleaning clothing. Wash and fold is done overnight and dry cleaning in 72 hours. Their vans have been popping up all over Manhattan and Brooklyn in the last few months as their business expands. Before last Sunday (11/*) I used the service 5 times (4 times for laundry and once for dry cleaning). The service was excellent and I was very happy with the results. This brings me to my horrible experience.

Last Sunday, I dropped off dry cleaning, but am yet to receive notification that the items are available for delivery. I contacted them on Wednesday via email (phone numbers are not easily found online) and they assured me the items would be available for delivery on Thursday. On Saturday after no update regarding my items, I emailed FlyCleaners again and they admitted to losing my items. They asked for detailed descriptions of my clothing so they could manually locate them. They also issued a refund ($19.00) for the dry cleaning. I complied with their request for information, but stated their refund was insufficient as the lost items are worth~$300. It is two days later and I am yet to hear back.

This issue prompted me to do some searching over the Internet about their reputation. I located a phone number, ###-###-#### which is not always manned. I spoke with a person on the phone who was unhelpful, and referred me to re-email the company and seemed to want me off the phone quickly. I found [redacted]'s twitter page and FlyCleaners' yelp page filled with complaints and unsatisfied customers. It seems they have lost dry cleaning, damaged items, and delivered items to the wrong people on multiple occasions. Their yelp page is here: [redacted] and [redacted]'s twitter page is here: h[redacted] I continue to wait for my items and updates from FlyCleaners, but am still in the dark regarding the location of my clothing. I have an important conference starting on Saturday and hope I receive my items by that time.Desired Settlement: I would like my lost clothes to be returned as soon as possible. If not done by the end of the week (11/**) I would like to be refunded for the value of the clothes that they lost ~$300.

Business

Response:

Order #[redacted] was picked up from the customer on November *, 2014 at 7:35 pm. According to the turnaround time put in place by FlyCleaners this Dry Cleaning order should have been ready for delivery on November *, 2014. This Customer wrote into FlyCleaners Customer Support on November *, 2014 at 10:09 PM about an ETA for this order. The customer received a response stating an ETA for that evening. The response also asked him to send us a note back if the order notification was not received. The Customer wrote on November *, 2014 at 1:39 PM asking for an update. FlyCleaners Support responded to on November *, 2014 at 10:56 am stating that he should have gotten a notification and asking him to provide a description of his items. FlyCleaners Support issued a refund. Customer responded less than a half hour with a description and asking for more than a refund. Customer next email took place on November **. 2014 at 5:48 pm this email discussed how h e spoke to at FlyCleaners over the phone and the action he was next taking. The Customer received a response from FlyCleaners support November **, 2014 at 8:42 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 tomorrow. The customer emailed next on November **, 2014 at 10:24 am Stating he need his clothes back by mid-day the following day. The next email from this customer was received on the following day November **, 2014 at 11:38 am informing us that his complaint with the Revdex.com was filed. As 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/orders. On November **, 2014 at 10:32 am FlyCleaners support contacted this customer to inform him his items have been located. Ten minutes at 10:41 am the customer explained he didn’t know details about this item and asked if we could please send a picture to confirm. At 11:03 am that same day FlyCleaners support sent two pictures for the customer t confirm. Within minutes at 11:11 am the customer wrote in saying that the items found were his. FlyCleaners support responded at 11:27 am to inform the customer that he could have his clothes delivered any time after 5 PM that evening. At 11:44 am the customer said he was still away on business and asked if we could deliver it to his home in Westchester. FlyCleaners support responded at 5:35 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 5:55 pm thanking us and informing us the he was charged $4.00 on his account. We responded on November **, 2014 at 8:20 pm there was a mis-calculation and the customer was refunded the proper amount. We at FlyCleaners are thankful we were able to recover this customers items and get them home to him safely.

Consumer

Response:

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,

Review: On June [redacted], I reported tto Fly Cleaners that my dry cleaning delivery of 7 items came back with only 6 items and that a black and white Club Monaco skirt was missing. I shared a photo of the 6 items and 1 empty hanger. The empty hanger had one black clip left. All 6 items and empty hanger came to me in an open fly cleaner bag and underneath that, an open plastic bag. Usually, they are supposed to tie up the bottom of the bag(s) to ensure nothing falls out. So I assume what happened is that they used the clips to hold the skirt but as the clips weren't strong enough and they didn't close the bags my skirt fell out. Fly cleaners told me it would take two weeks to search for skirt. It has been over a month now and I have written over 15 emails and they have stopped answering me. On top of it, they charged me for cleaning the skirt I never received.Desired Settlement: A check for the amount of $59 to cover the value of the skirt ($52) and the charge of cleaning it ($7)

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: placed order for laundry service on 1/**. Was delivered on 1/** (late due to snow storm.) When we checked on 1/** we discovered we had received the wrong delivery- none of the items were ours. We had a move scheduled that day- notified FlyCleaners immediately of the issue explaining we were moving out of the city and greatly needed our items. They admitted they could not locate our items- we returned the incorrect shipment. Received an update on 2/* that they had found our items- we received them at our new address on 2/** and again discovered that it was not ours. Notified FlyCleaners again asking for reimbursement of lost goods- and have not had a response. Notified them again on 2/** that I would contact the Revdex.com if I had no answer by 2/**. To date, I have not had a response or acknowledgement.Desired Settlement: Full refund for failed services ($27) and monetary reimbursement for lost goods ($300) for my lost clothing, my husband's, our 7 month old daughter's and our linens. total cash payment of $327

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Fly cleaners lost my entire laundry order. ALL of my clothes have been missing for 3 weeks. They've done nothing to make this right and have not communicated what they're doing to find my clothes or what the course of action to make this right would be. Their communication has been spotty at best and they refuse to offer me a phone number to speak with a human on this issue. I've obviously been forced to replace much of my wardrobe in order to dress myself for the past 3 weeks. It has cost me hundreds of dollars already and they've offered no compensation even though I have asked. Truly, I would much rather have my clothes back than the money - but they should do SOMETHING to make this right, either way. Please help?Thanks,[redacted]Desired Settlement: I'd REALLY like to have my clothes back. If that's impossible, I'd like them to pay me the cost of replacing the lost items. In total, my estimate is about $500. Thanks very much for your help,[redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: FlyCleaners lost over $300 worth of my clothing. At first they were responsive as they looked for the items, but when it became clear that the items were missing, they stopped responding completely. There is no phone number and all disputes must go through email. It has been almost 2 weeks since the last time I heard back from them, in which time I have sent 5 unanswered emails.Desired Settlement: I have catalogued the 6 missing items and know approximately how much each will cost to replace, which is over $300 worth of clothing.

Consumer

Response:

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,

Consumer

Response:

At this time, I have been contacted directly by FlyCleaners regarding complaint ID [redacted], however my complaint has NOT been resolved because:

I am still waiting on the return of my found clothing, and on the gift card I was offered as compensation for having already replaced my wardrobe.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I have been using Fly Cleaners laundry service for a few months. Since I started using it, the quality of their service has consistently decreased.

I pay about $60.00 to Fly Cleaners each time they wash my laundry, and so I expect quality service (i.e. clean smelling clothes, properly folded items)

The last laundry load I received back from them came back folded so sloppily that the clothes were completely wrinkled, they were still slightly damp, and did NOT smell like fresh clean laundry. They were also missing two of my items.

I emailed their customer service to ask for a refund, and I also included pictures of my wrinkled clothing.

The representative, Raymond told me they cannot offer a refund, but they can rewash my items free of charge. I responded to Raymond's email asking if they could guarantee a proper rewash if I sent them back; I received a response from another representative named Cindy. Cindy told me they added a "credit" of $58.00 to my fly cleaners account, which I assume means that I would have to use their service again to claim this credit. I do not wish to use their service any longer: I wish for a complete refund.

I sent my items back to be rewashed since it did not seem like they were willing to give me a refund.

They charged my card AGAIN for the rewash, which they initially stated would be free of charge. I sent them an email asking to reverse the charge, but have not had a response.

I do not have any news of my 2 missing items, which together value $150.00Desired Settlement: I would like the initial charge of $59.58 refunded to my credit card. I do not feel that the wash they provided was at ALL satisfactory.

I would also like the second "rewash" charge of $50.78 refunded to my credit card. This charge was not even supposed to happen in the first place since they told me a rewash would be free of charge.

I would like compensation for my 2 missing items.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have held off writing this because I was truly hoping that they would do right. However, after waiting for 3 months and STILL not getting anything more then the "run around,"..I'm Done! I will start with some of my clothes coming back Unfolded. I took photos. They were simply dumped on top of the folded ones. I emailed asking "why?" and was told that "They were going to give someone a stern talking to." Also, I paid EXTRA for my colors and whites to be washed "separately." They apparently were not from the looks of the "unfolded." I was "offered" 10.00 off of my "Next order". Seriously? "My NEXT order!?!" Then, I was missing about 20 to 30 white tees, tanks, under ware and sox. I have sent them photos, I have emailed them repeatedly since March. It is JUNE. "Someone is looking into it" I am told. And lastly, My girlfriend and I had some dry cleaning done. A pair of her pants did not come back. We sent a photo (as requested). NOTHING! This was back in March. It's JUNE. They "claim" that they will send her a 70.00 "gift card" to replace them. Nothing. I have inquired many many times and I continue to email them weekly. I believe we are about 20 emails deep at this point.Desired Settlement: I would like my Girlfriends pants replaced as well as my missing "Whites."

Consumer

Response:

At this time, I have been contacted directly by FlyCleaners regarding complaint ID [redacted], Yesterday (07-**-15), they gave me a gift card and one for my girlfriend to compensate us for our losses. Though it took way longer then it should've, we are glad that finally something has been done. We are satisfied and appreciate all of your help.Sincerely,[redacted]

Yesterday (07-**-15), they gave me a gift card and one for my girlfriend to compensate us for our losses. Though it took way longer then it should've, we are glad that finally something has been done. We are satisfied and appreciate all of your help.Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I sent clothes to FlyCleaners to be dry cleaned and they washed them rather than dry cleaning them. I tried to contact them via email as they have no phone number. The person I heard back from was argumentative and did not seem to understand the problem. There was some dispute as to how much I should be refunded. However, in the end I was refunded nothing and they stopped responding to emails. The total bill was $78.50 and non of the clothes were handled properly. What I asked to be dry cleaned was washed. What I asked to be washed was dry cleaned. I won't be paying for either incorrect service.Desired Settlement: I am asking that they replace the clothes that they washed that were supposed to be dry cleaned and that they refund the price of $78.50. The replacement value of the clothing they washed by mistake was $750.00 only two of the shirts were new. Those shirts should be replaced at full value of $190.00 The remaining clothes were not new and I will accept 40% of their value for replacement in the amount of $225.00 for a total amount to be refunded of $493.50.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

This company says it is a dry cleaning and laundry service. I hope other people more articulate than me try this and let the public know about the service they provide. I have literally had my dry cleaning lost three times with this company, had our hang dry laundry lost twice and have had my dry cleaning delivered way past the promised delivery date at least five times. My 11 year old niece could run a better business than this.

FlyCleaners lost my clothes for weeks one time. They also always would include others' items in my clothes when they brought them back and would have to send someone out to retrieve them. Their 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 pick-up or delivery.

They prioritized growth over customer experience and failed at their business.

Review: I scheduled for my laundry to be delivered Monday morning between 7-8 am. After 8 am I received a notification if I'd like to schedule my delivery in 20 minutes so I thought it was a glitch and requested it. A gentlemen knocks on my door to give me my two dry cleaning (which I didn't request and probably charged for), and told me that they lost my bag. He showed me his phone on how they pick up the laundry and that my bag didn't have a tag. I said thanks and contacted Customer Service. [redacted], from Customer Service replied and said they would look for my bag and asked for description of my items. I sent her photos and description of both my son and my clothes and it is now 11 am and have heard nothing back. Now looking into reviews it seems they have lost several laundry bags and this is unbelievable. I do not understand how they lost a 20 lb laundry bag.Desired Settlement: I would like for them to find my bag and deliver it to me asap. If not, I would like compensation for my son's as well as my clothes. It is 20 lbs of clothes.

I would also like to not be charged for my $25 order.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I was a FlyCleaners customer for many months. As the service grew the quality declined and after lots of mistakes and misplaced items I stopped using them despite a $20 credit given to me for my troubles. A little over a month ago I was in a bind and needed linens washed quickly for out of town friends and had no time to do it myself. I figured washing sheets and towels was a simple enough task that I could use that credit and avoid the hassle of going to the laundromat. Foolishly I threw in a few other items, some of which could not go in the dryer and required hanging. So as I always had before, I listed those items in the comments section of my order (as they instruct you to do - for up to 4 articles of clothing) and sent the laundry out. When it returned my instructions had not been honored and two items that had gone in the dryer were ruined. One, a linen shirt, completely lost its shape and the fabric became dingy. The second, a pair of expensive running leggings, shrank.

I contacted FlyCleaners customer service email (no phone number available) as I had many times before and alerted them to what happened. They insisted they would get it sorted out, reimburse or replace and asked for links to the items online (neither of which was still sold), but first I had to return those two things to them for inspection. Nearly a month went by, with emails coming in every 6 days or so, assuring me that they were still working on my case. Eventually I became fed up with this extremely slow pace and the fact that my emails were responded to at a delay of several days and by a different person each time and I insisted that I get my reimbursement as well as my things back. They then wrote back that they were looking for my items. I was unaware that they had even lost them. So first they ruined these things and then lost them after insisting that I give them back to them for inspection. They have not responded to emails in several days and now there is no other option than legal action.Desired Settlement: I want my things back and reimbursement for their value, $30 for the shirt, $150 for the leggings. The shirt is totally destroyed but the leggings, though too small for me now, would still fit someone else. They were practically new and really high end and I would like to gift them to a friend.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding FlyCleaners has been resolved. They finally gave me the reimbursement I needed.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Fly Cleaners is a laundry pick-up/delivery service. In late October, FlyCleaners returned our laundry with five items missing (cost of $425). We contacted FlyCleaners, and an investigation into the missing items was started. We continued using their service and an additional $12 item was lost. By early December, FlyCleaners "agreed" to reimburse us for these costs, and continually tells us that the reimbursement will be sent to our e-mail as a gift card, or by mail as a check (the response has varied). A month later, we've received no such reimbursement.

Fly Cleaners also offered to reimburse the $74 laundry charge as compensation for our wasted time and renewed service. This was also not paid to us.

Additionally, it is of note that we RECEIVED clothing in our laundry that does not belong to us. We mentioned this to Fly Cleaners, who made no effort to recover the item. As such, I doubt that much effort was actually put in to finding our items in the first place.Desired Settlement: I would like to received $511 from FlyCleaners - that is $437 for the cost of our missing clothing and $74 refunded for the cost of the service. This has been promised to us "within 24 hours" or "to our e-mail within 15 minutes" multiple times over the last month. but It has not been received.

Consumer

Response:

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,

Review: This cleaning service lost an entire load of my laundry two weeks ago. For the first few days, there was communication between its customer service staff and myself regarding "looking for" my "lost items," and I provided internet URLs to the items I had in my laundry load, approximately $500 of clothes I wear to work. For the past six days, however, despite numerous emails from myself to customer service, I have heard nothing regarding my complaint. I have told them that I expect to be reimbursed for the clothing, and NOT in a service credit, which they've done for me before since I've had issues with their increasingly deplorable service in the recent past. I indicated I wanted a credit to my debit card, as I will not be using their services again. No response has been received from them in six days, and their reviews on [redacted] seem to indicate this is a regular occurrence. I incurred unexpected expenses when they lost my laundry, as I had to go out and purchase all new clothing for work, to the tune of $500.Desired Settlement: Ideally they would FIND my clothing, launder it AGAIN, since it's been sitting who knows where for two weeks, and deliver it to me. If this is not possible, I expect to be reimbursed, by credit to my debit card that they have on file, $500 for the clothing they have lost.

Consumer

Response:

The business in reference to complaint ID [redacted], reached out to me and offered a resolution to my dispute, and I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: FlyCleaners has either lost or stolen three of my expensive shirts which I entrusted to them to wash and return to me. FlyCleaners has also damaged nearly every pair of my underwear which I sent out in my last order.I have contacted the company concerning these issues, and have been given the run-around for more than two weeks now. There is no number to call. I have emailed repeatedly and have been stalled over and over and told that FlyCleaners "needs more time" to "locate" my items.I now realize that this company likely has no intention of finding my missing clothing or of making good on their mistake. They have now stopped responding to emails, and have made no further attempt to contact me, even though I have repeatedly requested that a supervisor call me.Desired Settlement: At this point, I have no confidence that I will ever see my three missing shirts again. I have already been forced to replace two of them. The third can't be replaced since I bought it years ago. I want full reimbursement for the lost/stolen items that I have been forced to spend my money to replace.

Business

Response:

Order #[redacted] was delivered to the customer on 8/**, at 11.46 AM. Customer wrote in to Support on 8/**, at 1 AM, reporting loss of one shirt, value $38. FC Support responded same day, 9.42 AM, asking for description of the missing item and apologizing for the mix-up. Customer forwarded duplicate message twice more, the second of which FC Support responded to within the hour, explaining the steps of our process, and assuring customer of our commitment to correcting the error. Customer wrote in once more before the close of the day, and FC responded within the hour. Over the next 2 weeks, from 8/** – 9/**, the customer wrote 10 emails in to Support, 4 of which came in from midnight – 2 AM. FC responded to all newly stated concerns, once reaching out proactively, with consistent message regarding timeline, process, and commitment within 10-24 hours. Customer reported 2 more items missing, combined value of $48, over 2 weeks from delive ry date, that FC readily accepted responsibility for finding. Customer has never made FC aware of any other damaged or missing items.

In accordance with FC policy, a resolution to include credit or reimbursement was offered on 9/**. Customer agreed to accept a check for reimbursement on 9/**, 6 PM. FC notified customer on 9/** that a check would be issued and receipt of it could take up to 2 weeks. FC re-issued a check after learning customer had not received the original, on 10/*. FC asked customer to confirm address, same day, and re-issued in the full amount for value of items, as stated by customer, $86. FC timeline still applies, and receipt of re-issued check could take up to 2 weeks’ time.

Consumer

Response:

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 it. I 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 check. This has been a nightmare for me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

I decided to test them out their dry cleaning services with three items with three items. About two weeks after the fact, I received an email explaining that the vendor had reported a "black Lucas sweater"and that they would need two weeks to find it to give me a full refund. Funny, I never gave them a "black Lucas sweater to clean", only a black dress by the brand "Lux". I understand, mistakes happen, but after several emails and phone calls (which have yet to be answered), I think it's finally time to alert others to FlyCleaner's poor service and customer care. Under no circumstance would I recommend this company to a friend, coworker, or family member. If only I had known this sooner....

Review: We had our clothes picked up to be washed this past Saturday with this service. They usually get back to when the clothes are ready under 24 hours. We still haven't received our clothes and they said repeatedly that they contacted the vendor and the vendor can't find our bag. FlyCleaners told us that it could take up to two weeks to find. They'll compensate us after two weeks, but that only is $200. We have lots of clothes in there and they're mostly with clothes and bed sheets. It's taking too long and I don't want to go without clothes for work.Desired Settlement: A full compensation that equals the amount of lost items or to work much harder to find our clothes and not give us two weeks.

Business

Response:

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.

Review: 11 days ago they took my laundry for cleaning and never returned it. There was over $500 worth of laundry in the bag.

They admitted that they don't know where my laundry is and have since stopped responding to my inquiries and complaints. They haven't issued me any sort of reimbursement or replacement for items lost.Desired Settlement: I'd appreciate my clothes back ASAP, but since that doesn't seem like it will ever happen, I'd like the missing items to be reimbursed.

Consumer

Response:

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,

Review: sent out two full sets of sheets and duvets, both in grey and white, as well as clothing. One duvet was clearly bleached, turning the grey into what can only be called babyst brown. The other was not only bleached to a different shade, it was returned with crud on it that was not there when I sent the item out.

I contacted customer service, and was told that because I had not contacted them within 48 hours, I was not entitled to any refund. Of course, had I contacted them within 48 hours, their policy is 50% of the replacement cost - and they keep the item (without knowing, I suspect they donate it to charity and take a tax deduction). As I had been travelling, the nice customer service rep told me that they would (a) refund the costs of the cleaning (b) pick up the items to see if they could be "restored" (c) keep me informed and (d) discuss with their refund department that I should get compensation. I provided them with the items - and an extra sheet from the set that they had not cleaned (and therefore was the correct color) that evening.

That was 12 days ago. Three emails to customer disservice have been ignored, the number on their website goes to a different company, and I don't have either my items (heck, I might as well get the tax deduction if they aren't going to give me any compensation for them) or any answers. Not only that, the promised refund for the cleaning job was never issued.Desired Settlement: (1) issuing the promised refund for the service that was not performed (has not hit credit card as of 12 days after supposedly done) (2) compensation for all damaged items at my full replacement cost or replacement of the items (same brand) by FlyCleaners and (3) return of the extra items that were provided to FlyCleaners for color comparison.

Consumer

Response:

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 ([redacted]), a tweet, and this complaint to have the business respond.

Sincerely,