Parkway Custom Dry Cleaning

Review: My mother being a life-long Parkway dedicated customer, recommended when I needed my favorite and personally valuable comforter to be cleaned that I go to Parkway. My mother attested that paying an $80 more for the cleaning at Parkway than at other local dry cleaners would be well worth it as Parkway takes exceptional care of customer's belongings and would ensure that my comforter be cleaned without any damage. Upon dropping off the comforter at Parkway I believe I spoke with an employee named [redacted] who confirmed Parkway's dedication to preserving customer's prized and invaluable possessions. I was charged $90 (after a 10% off coupon) for the cleaning of my comforter and was told it'd be ready for pickup in a week. About five days later I received a call stating that the filling of my comforter came out of place during cleaning and was now "lumpy" and not evenly distributed. I was then told that I could pay another $65 to have the comforter repaired. Outraged at the damaging of my comforter, my mother called Parkway and spoke with the manager on duty who repeated what was stated in the original phone call. The woman revealed that this damage does occur occasionally to comforters; when asked why they did not warn me or discuss the possible damage at all, the manager said that it does not happen often enough to warrant warning customers. So then when the damage does occur and no warning was given, why is the customer forced to pay $65 to get back the original comforter in its original condition? After my mom said that she no longer valued and respected Parkway as she once had the manager then said, "well there are many other customers who do." An apology was never given for damaging my beloved belonging, a refund never offered, an ounce of customer service never given.Desired Settlement: A total refund as well as the repairing of my comforter would be the least Parkway could do after damaging my belonging and taking no responsibility for it.

Business

Response:

December 3, 2013

**. [redacted],

This is in response to your letter of November 25, 2013. There is a misunderstanding, regarding **. [redacted]'s comforter, in that we have fixed the comforter and it is in good shape. To review, the comforter was gently cleaned by the method that the care label suggested. But some of the interior fabric shifted in cleaning. We are certainly sorry that this occurred, but it did not occur because of any improper methodology or failure to follow the care instructions. There is no way to know if shifting might occur before cleaning and this is very rare, so it is not something we typically discuss with customers who bring in comforters or quilts for cleaning.

When we noticed the uneven gathering we called the customer. We knew that we could fix this by flattening it and steaming it by hand. And that this would be just fine - but we also believe that this might happen again the next time the comforter is cleaned. The solution offered was to hand stitch down the piece in numerous areas to permanently tack down the fabric, which would then prevent any major shifting during future cleanings. Again, this was not necessary to complete and restore the comforter for this order - it is just a suggestion to protect the comforter when it is cleaned again, as we believe this shifting and uneven gathering could happen when it is cleaned again. This is where the misunderstanding is - **. [redacted]s may think that her comforter is not restored - it is, but this shifting of internal material will most likely happen again in future cleanings, unless the extra repair that we recommend is done. The repair is not necessary - but it is a preventive measure.

The customer hasn't picked up the piece and inspected it yet - it is in perfectly good and usable condition. We recommend that the customer come in to review this or we can deliver it to her as she will be pleased with how this turned out. But - again, if and when she has the comforter cleaned in the future the same thing will most likely occur.

If you should have any other follow up questions regarding the comforter, please feel free to contact me.

Regards