I am rejecting this response because: The fact still remains that my items were damaged in the care of StCroix cleanersI paid forty dollars for my items to be cleaned and now the store is claiming that they are giving me $minus my cleaning so $is that supposed to cover my damaged items They are now unwearable that is why I left the items at the storeI have voicemails proving some of this information to be incorrect and information stating that the items with leather on them were to be hand cleaned by a leather specialist as well So now I will be addressing the letter sent to the Revdex.com by the cleanersOn or around August I dropped some items off to be cleaned On 8/9/I received a call from Carole regarding a pair of Rag & Bone jeans that had with leather trim(voicemail- that I still have)That I should have received on 8/9/ However, on the day of pickup Carole stated that per their garment restoration center that my item needed to be hand washed for $and sent to the leather specialist and that it would take up to two weeks to be returned I agreed However, upon receipt some of the leather had spread onto my pants When I picked this item up I expressed my concern regarding where some of the leather bleed onto the pants However, the damage was minimal and I left with my item I attached a picture of the pants with the special care tag showing the instruction that was given when I left my items in the care of the cleaners At this point my pants & dress which is noted in this complaint was already in the care of StCroix cleaners Upon dropping my items off I stated to Carole that these items were delicate and please handle with care Which Carole stated to me that she noted that on the items and in their systemOn 8/12/I received a call (voicemail- that I still have) from Kat from Treasure garment restoration and she was calling regarding my dress made by Yigal Azrouel Kat stated that with the dress having the leather on it and with the silk lining the dress need to be hand cleaned I returned Kat’s call that day and advised her to proceed with the hand wash from the leather specialist; which I spoke with Carole about when processing my pantsOn or around 9/12/when I finally came in to pick up and pay for my Yigal Azroel dress for and my Helmet Lang pants unsure of the price that I paid for this cleaning for the pants I was in total disbelief of the quality of the clothing The dress, the leather trim around the dress WAS hard the lining of the dress was hanging from the bottom of the dress and the item had clamps holding the dress onto some cardboard to try and hold the shape; being the shape of the dress was damaged during the cleaning The pants had a note on them stating that they got the pants as clean as they could without damaging However, all of the foiled effect was gone so the pants were damaged from the cleaning Being that they cleaned away the all of the foiling effect However, I paid for all of my items being that I had other dry cleaning there as well I left the dress and the pants in care of Carole from day one I never took either of these items with me I asked Carole to have someone in management to call me and up until this day I have never spoke to anyone from management Except when I tried calling the owner and he routed me back to Tes the manager in which I still have never spoken with On or around sometime in October I came back to the store to pick my items up and to speak with Tes However, she was on vacation and had left a note along with my items I declined to take my items or read a letter I found that to be quite rude and not personal enough for my taste, and just not a good way of doing businessPer Carole she stated she under stood and that she would let Tess know and would address my concerns with her again and advised me that she would have Tess to give me a call on that Thursday when she was to return from vacation Tess never calledWhich if Tes would have actually called me she would have correct information that she is reporting to the Revdex.com As far as my communication with Carole there was never any dispute with her she simply works at the drycleaners I never became irate with her at anytime I never refused to leave the IDS store there was never an incident I actually have a voicemail from Carole after leaving my items and the letter That was full of nothing but concern regarding my item As well as I spoke with Carole on 11/28/regarding the accusations in this letter and she stated she never said any of this to TesWOW!! As far as me coming to the Stillwater location I did go there to get some answers Being that I spoke with no one from StCroix Cleaners management department besides the owner which I was routed back to Tes Who never followed up with me and I became frustrated However, I did agree with the owner to set up a meeting to get to the bottom of this situation However, he stated that he would not meet with me in any office besides the Stillwater location which was out of my way Again I felt this to be very unhelpful I travel allot for work and this would be inconvenient He then promised me that Tes would give me a callDave the owner never did come to talk to me directly he stayed in the back of the store, stating that he was too busy Upon waiting for someone from the store to call, Tes The police were called However, there was no incident I was not yelling and screamingI did not get a ticket I’m not a criminal and have never been fingerprinted nor been in jail Dave the Owner just did not want to deal with the situation This should have been resolved in September I am the same person that has been waiting for a call from a supposedly reputable store, from September until NovemberPatiently waiting to hear back from someone regarding my damaged items without calling every day or weekI figured if I went into the store maybe our issues could be resolved NO luck with that Yes, the Police were called and the Police are the ones that advised me to report the store to the Revdex.com and or take the cleaners to small claims court And that is when I reached out to the Revdex.com My dress was originally $and my pants were like around $ So yes $is very insulting I see that I will have to take this store to small claims court This now seems to be a defamation of my character I did not yell and scream at the IDS store nor did I at the Stillwater location I simply wanted my issues to be addressed and my damaged items to be replaced Also I have all of the voicemail's and phone communication as well as my phone log showing all calls received from StCroix Cleaners as well as a call from Carole after the fact of being accused of acting in a less then professional manner in the IDS store Which would prove that the incident that was written to the Revdex.com never happened Please HELP! However, it looks as though we will be in small claims court With the items showing the damage incurred by the cleaners No hand washed item by a leather specialist would damage the leather nor the lining like these items I also have messages from the employee from the restoration dept as well as a message from Sam another StCroix employee All items that were dropped off had full instructions to handle with care as did the jeans attached in the picture Also I never received a $check Dave spoke about it and it was spoken about in this letter but I never saw it
We would like the opportunity to remove the hair on the blankets We accept responsibility for the blankets having hair on them If we can not remove the hair to the customer's satisfaction we will work with her to come up with a fair resolution Pendleton wool blankets are high quality and to dryclean them does not ruin them due to loss of fibers The hair would be removed using a lint roller and we would then dryclean the blankets one more to ensure they are in great condition We are sure these blankets have emotional value to the customer and we want to return them to her in great clean condition.When the customer had a conversation with John he listed the steps we would go thru to resolve We start with trying to fix to customer's satisfaction getting our management and cleaning specialists involved If in the outside chance we can not resolve, then we will (as a last resort) work through a settlement to buy the damaged garment at a fair price based on age and condition When John explained steps she came in immediately took the blankets and said she wanted a check to buy new blankets We just want the opportunity to make this right.We would really like to have the opportunity to restore the blankets to a great clean condition and we would reimburse her for the cost of cleaning plus and additional $for the inconvenience I apologize for the blankets coming in contact with another blanket which had hair on it Please contact me at ###-###-#### and I will coordinate to get this resolved promptly.Dave ***owner
[redacted] is correct we have mislabeled his shirt and have lost it We have numerous controls in place to ensure that we label clothing correctly so we can get it back to the appropriate person The process includes many manual steps and in this case the controls did not catch the mistake We have communicated with [redacted] our error and have requested a little time to hopefully discover or have the shirt returned to us by another customer We know that getting the shirt back is the desired outcome and that is our goal To this point, we have not located the shirt We are sending a check to [redacted] for the full amount of the shirt (requested tracking number will be communicated to [redacted] on 6/30) The shirt was lost while it was in our care and we are taking responsibility for it In the rare instances that we lose or damage items we always work the customer to be fair I sincerely apologize to [redacted] for this anomaly with our service Dave ***, Owner, St Croix Cleaners
In regards to the pair of Rag & Bone black and tan color blocked style pants that Ms [redacted] references were also cleaned Our records indicate this item (along with other garments) were dropped off at our IDS store location on 8/3/at 8:55AM The due date issued on the customer’s pireceipt was 8/5/after 4PM All items except the Rag & Bone black and tan color blocked style pants were returned and scanned to the store on 8/5/by 4PM Due to the style/design of the pants (black and tan solid color blocked pattern), our certified cleaning specialist performed a pre-clean test on the black areas of the pants to determine if the black dye would bleed onto the lighter fabric Dye migration due to improper quality control / manufacturing methods is commonly seen in the dry cleaning industry We have a procedure in place to test garments that are suspect to this issue due to their color block style design Ms [redacted] ’s Rag & Bone pants tested positive for the black material, indicating that if cleaned per recommended method on the care label, there would be a high chance the dye from the black fabric would migrate onto the tan part of the pants during cleaning To protect our customer’s garment, we did not clean per the recommended method On 8/5/16, the pants were placed in a hold status at our production facility and were not cleaned An email message was sent to the IDS store manager regarding Ms [redacted] ’s Rag & Bone pants not being back on time and as to why To safely clean the pants, we were recommending a hand dry clean method only to minimize the risk of the black dye migrating on to the tan part of the pants and needed the customer approval for the additional time and cost The store manager was not working on 8/5/ On 8/8/at 4:19PM a message was place on the electronic ticket in our system for this item, stating we needed customer approval for the recommended hand dry cleaning method and the store manager was notified to contact the customer On 8/9/at 12:05PM our phone records indicate that the store manager spoke with Ms [redacted] via phone and received authorization to begin cleaning her Rag & Bone pants via hand dry cleaning method Ms [redacted] gave authorization and we noted it on the electronic ticket We proceeded with the cleaning on 8/10/ The pants were completed and returned to the IDS store and inventoried to the store on 8/17/at 9:48AM Ms [redacted] picked up the Rag & Bone pants on 8/18/at 4:55PM We were never notified of any unhappiness on the part of Ms [redacted] regarding this garment Regarding Ms [redacted] ’s other two items – the Helmet Lang pants and Yigal Azrouel dress that is stated we had possession of at the same time as the Rag & Bone pantsOur records indicate that the tan Helmut Lang pants with metallic finish and Yiguel Azrouel dress were dropped on 8/8/at 3:55PM when Ms [redacted] picked up her garments (previously dropped off on 8/3/16) A receipt was created at our store at this time for the two pants and dress being with a date and time stamp for these items We did not have possession of these two garments prior to this date and time Our cleaning procedures and independent lab findings on those two garments have been outlined in our initial response to this issue A copy of the lab analysis for each garment was sent along with Ms [redacted] ’s two garments via UPS on 11/21/ UPS was unable to deliver due to Ms [redacted] not being home The package was held at a UPS facility and picked up by Ms [redacted] on 11/28/ Tracking # and delivery log by UPS is available at www.ups.com Tracking # is: [redacted] Items were sent to Ms [redacted] ’s address on account: [redacted] *, Minneapolis, MN We are concerned that Ms [redacted] is stating she did not receive the $check from us – as it was sent to the same address as the garments We will put a stop payment on the check immediately We would be happy to send out another check via certified mail In order to do so, we need to have the address we will be sending it to confirmed by Ms [redacted] prior to sending While Tes, did not speak directly with Ms [redacted] , and that was not stated, a number of phone calls and voicemails were left by Tes for Ms [redacted] regarding the situation and our proposed solution Ms [redacted] ’s response via voicemail message to Tes stated that due to the expensive nature of her garments, she was only interested in speaking with the owner and she would not read our letter or the independent analysis on how and why what happened Additionally, Ms [redacted] made a similar statement to Carole When Ms [redacted] visited our Stillwater location, the police were called to assist in deescalating the situation for the safety and well-being of our employee’s on-site due to Ms [redacted] ’s behavior and volume of voice while in our customer lobby The owner was pulled out of a meeting and did speak with Ms [redacted] via phone that day and offered to set up a meeting at our Stillwater location Ms [redacted] ’s response to this offer was “Why would I come out there? That is not convenient for me.” At which point the conversation turned unprofessional on the part of Ms [redacted] and the owner respectfully ended the phone call There was never a statement or discussion by the owner that a meeting had to be at our Stillwater location There was no agreement on the part of Ms [redacted] to set up a meeting in any manner We strive to take care of our customers garments the very best possible Had the analysis completed by the independent lab found improper cleaning / care methods used, we would absolutely be taking care of the customer However, given that we did proceed with caution and with the utmost care for our customer and her garments – and could not forsee what would happen, we felt our gesture of refunding the cost of cleaning for her garments plus an additional monetary compensation to be fair and equitable It was done with the intention of trying to keep her as our customer Often high end brands (like Helmut Lang) may have been designed / manufactured and are known in the dry cleaning industry for not being able to withstand the recommended cleaning method We are aware of this and to help our customer, we do communicate the risk up front prior to cleaning – as we feel we did in this situation with these two garments for Ms [redacted] We have attached the lab analysis performed as well as additional information published by the IFI detailing how and why dye migration (like what happened with the Yigal Azourel dress and the loss of metallic coating with the Helmet Lang pants We have also included information on other problem garments by this same designer
I am rejecting this response because: The fact still remains that my items were damaged in the care of StCroix cleanersI paid forty dollars for my items to be cleaned and now the store is claiming that they are giving me $minus my cleaning so $is that supposed to cover my damaged items They are now unwearable that is why I left the items at the storeI have voicemails proving some of this information to be incorrect and information stating that the items with leather on them were to be hand cleaned by a leather specialist as well So now I will be addressing the letter sent to the Revdex.com by the cleanersOn or around August I dropped some items off to be cleaned On 8/9/I received a call from Carole regarding a pair of Rag & Bone jeans that had with leather trim(voicemail- that I still have)That I should have received on 8/9/ However, on the day of pickup Carole stated that per their garment restoration center that my item needed to be hand washed for $and sent to the leather specialist and that it would take up to two weeks to be returned I agreed However, upon receipt some of the leather had spread onto my pants When I picked this item up I expressed my concern regarding where some of the leather bleed onto the pants However, the damage was minimal and I left with my item I attached a picture of the pants with the special care tag showing the instruction that was given when I left my items in the care of the cleaners At this point my pants & dress which is noted in this complaint was already in the care of StCroix cleaners Upon dropping my items off I stated to Carole that these items were delicate and please handle with care Which Carole stated to me that she noted that on the items and in their systemOn 8/12/I received a call (voicemail- that I still have) from Kat from Treasure garment restoration and she was calling regarding my dress made by Yigal Azrouel Kat stated that with the dress having the leather on it and with the silk lining the dress need to be hand cleaned I returned Kat’s call that day and advised her to proceed with the hand wash from the leather specialist; which I spoke with Carole about when processing my pantsOn or around 9/12/when I finally came in to pick up and pay for my Yigal Azroel dress for and my Helmet Lang pants unsure of the price that I paid for this cleaning for the pants I was in total disbelief of the quality of the clothing The dress, the leather trim around the dress WAS hard the lining of the dress was hanging from the bottom of the dress and the item had clamps holding the dress onto some cardboard to try and hold the shape; being the shape of the dress was damaged during the cleaning The pants had a note on them stating that they got the pants as clean as they could without damaging However, all of the foiled effect was gone so the pants were damaged from the cleaning Being that they cleaned away the all of the foiling effect However, I paid for all of my items being that I had other dry cleaning there as well I left the dress and the pants in care of Carole from day one I never took either of these items with me I asked Carole to have someone in management to call me and up until this day I have never spoke to anyone from management Except when I tried calling the owner and he routed me back to Tes the manager in which I still have never spoken with On or around sometime in October I came back to the store to pick my items up and to speak with Tes However, she was on vacation and had left a note along with my items I declined to take my items or read a letter I found that to be quite rude and not personal enough for my taste, and just not a good way of doing businessPer Carole she stated she under stood and that she would let Tess know and would address my concerns with her again and advised me that she would have Tess to give me a call on that Thursday when she was to return from vacation Tess never calledWhich if Tes would have actually called me she would have correct information that she is reporting to the Revdex.com As far as my communication with Carole there was never any dispute with her she simply works at the drycleaners I never became irate with her at anytime I never refused to leave the IDS store there was never an incident I actually have a voicemail from Carole after leaving my items and the letter That was full of nothing but concern regarding my item As well as I spoke with Carole on 11/28/regarding the accusations in this letter and she stated she never said any of this to TesWOW!! As far as me coming to the Stillwater location I did go there to get some answers Being that I spoke with no one from StCroix Cleaners management department besides the owner which I was routed back to Tes Who never followed up with me and I became frustrated However, I did agree with the owner to set up a meeting to get to the bottom of this situation However, he stated that he would not meet with me in any office besides the Stillwater location which was out of my way Again I felt this to be very unhelpful I travel allot for work and this would be inconvenient He then promised me that Tes would give me a callDave the owner never did come to talk to me directly he stayed in the back of the store, stating that he was too busy Upon waiting for someone from the store to call, Tes The police were called However, there was no incident I was not yelling and screamingI did not get a ticket I’m not a criminal and have never been fingerprinted nor been in jail Dave the Owner just did not want to deal with the situation This should have been resolved in September I am the same person that has been waiting for a call from a supposedly reputable store, from September until NovemberPatiently waiting to hear back from someone regarding my damaged items without calling every day or weekI figured if I went into the store maybe our issues could be resolved NO luck with that Yes, the Police were called and the Police are the ones that advised me to report the store to the Revdex.com and or take the cleaners to small claims court And that is when I reached out to the Revdex.com My dress was originally $and my pants were like around $ So yes $is very insulting I see that I will have to take this store to small claims court This now seems to be a defamation of my character I did not yell and scream at the IDS store nor did I at the Stillwater location I simply wanted my issues to be addressed and my damaged items to be replaced Also I have all of the voicemail's and phone communication as well as my phone log showing all calls received from StCroix Cleaners as well as a call from Carole after the fact of being accused of acting in a less then professional manner in the IDS store Which would prove that the incident that was written to the Revdex.com never happened Please HELP! However, it looks as though we will be in small claims court With the items showing the damage incurred by the cleaners No hand washed item by a leather specialist would damage the leather nor the lining like these items I also have messages from the employee from the restoration dept as well as a message from Sam another StCroix employee All items that were dropped off had full instructions to handle with care as did the jeans attached in the picture Also I never received a $check Dave spoke about it and it was spoken about in this letter but I never saw it
We would like the opportunity to remove the hair on the blankets We accept responsibility for the blankets having hair on them If we can not remove the hair to the customer's satisfaction we will work with her to come up with a fair resolution Pendleton wool blankets are high quality and to dryclean them does not ruin them due to loss of fibers The hair would be removed using a lint roller and we would then dryclean the blankets one more to ensure they are in great condition We are sure these blankets have emotional value to the customer and we want to return them to her in great clean condition.When the customer had a conversation with John he listed the steps we would go thru to resolve We start with trying to fix to customer's satisfaction getting our management and cleaning specialists involved If in the outside chance we can not resolve, then we will (as a last resort) work through a settlement to buy the damaged garment at a fair price based on age and condition When John explained steps she came in immediately took the blankets and said she wanted a check to buy new blankets We just want the opportunity to make this right.We would really like to have the opportunity to restore the blankets to a great clean condition and we would reimburse her for the cost of cleaning plus and additional $for the inconvenience I apologize for the blankets coming in contact with another blanket which had hair on it Please contact me at ###-###-#### and I will coordinate to get this resolved promptly.Dave ***owner
[redacted] is correct we have mislabeled his shirt and have lost it We have numerous controls in place to ensure that we label clothing correctly so we can get it back to the appropriate person The process includes many manual steps and in this case the controls did not catch the mistake We have communicated with [redacted] our error and have requested a little time to hopefully discover or have the shirt returned to us by another customer We know that getting the shirt back is the desired outcome and that is our goal To this point, we have not located the shirt We are sending a check to [redacted] for the full amount of the shirt (requested tracking number will be communicated to [redacted] on 6/30) The shirt was lost while it was in our care and we are taking responsibility for it In the rare instances that we lose or damage items we always work the customer to be fair I sincerely apologize to [redacted] for this anomaly with our service Dave ***, Owner, St Croix Cleaners
In regards to the pair of Rag & Bone black and tan color blocked style pants that Ms [redacted] references were also cleaned Our records indicate this item (along with other garments) were dropped off at our IDS store location on 8/3/at 8:55AM The due date issued on the customer’s pireceipt was 8/5/after 4PM All items except the Rag & Bone black and tan color blocked style pants were returned and scanned to the store on 8/5/by 4PM Due to the style/design of the pants (black and tan solid color blocked pattern), our certified cleaning specialist performed a pre-clean test on the black areas of the pants to determine if the black dye would bleed onto the lighter fabric Dye migration due to improper quality control / manufacturing methods is commonly seen in the dry cleaning industry We have a procedure in place to test garments that are suspect to this issue due to their color block style design Ms [redacted] ’s Rag & Bone pants tested positive for the black material, indicating that if cleaned per recommended method on the care label, there would be a high chance the dye from the black fabric would migrate onto the tan part of the pants during cleaning To protect our customer’s garment, we did not clean per the recommended method On 8/5/16, the pants were placed in a hold status at our production facility and were not cleaned An email message was sent to the IDS store manager regarding Ms [redacted] ’s Rag & Bone pants not being back on time and as to why To safely clean the pants, we were recommending a hand dry clean method only to minimize the risk of the black dye migrating on to the tan part of the pants and needed the customer approval for the additional time and cost The store manager was not working on 8/5/ On 8/8/at 4:19PM a message was place on the electronic ticket in our system for this item, stating we needed customer approval for the recommended hand dry cleaning method and the store manager was notified to contact the customer On 8/9/at 12:05PM our phone records indicate that the store manager spoke with Ms [redacted] via phone and received authorization to begin cleaning her Rag & Bone pants via hand dry cleaning method Ms [redacted] gave authorization and we noted it on the electronic ticket We proceeded with the cleaning on 8/10/ The pants were completed and returned to the IDS store and inventoried to the store on 8/17/at 9:48AM Ms [redacted] picked up the Rag & Bone pants on 8/18/at 4:55PM We were never notified of any unhappiness on the part of Ms [redacted] regarding this garment Regarding Ms [redacted] ’s other two items – the Helmet Lang pants and Yigal Azrouel dress that is stated we had possession of at the same time as the Rag & Bone pantsOur records indicate that the tan Helmut Lang pants with metallic finish and Yiguel Azrouel dress were dropped on 8/8/at 3:55PM when Ms [redacted] picked up her garments (previously dropped off on 8/3/16) A receipt was created at our store at this time for the two pants and dress being with a date and time stamp for these items We did not have possession of these two garments prior to this date and time Our cleaning procedures and independent lab findings on those two garments have been outlined in our initial response to this issue A copy of the lab analysis for each garment was sent along with Ms [redacted] ’s two garments via UPS on 11/21/ UPS was unable to deliver due to Ms [redacted] not being home The package was held at a UPS facility and picked up by Ms [redacted] on 11/28/ Tracking # and delivery log by UPS is available at www.ups.com Tracking # is: [redacted] Items were sent to Ms [redacted] ’s address on account: [redacted] *, Minneapolis, MN We are concerned that Ms [redacted] is stating she did not receive the $check from us – as it was sent to the same address as the garments We will put a stop payment on the check immediately We would be happy to send out another check via certified mail In order to do so, we need to have the address we will be sending it to confirmed by Ms [redacted] prior to sending While Tes, did not speak directly with Ms [redacted] , and that was not stated, a number of phone calls and voicemails were left by Tes for Ms [redacted] regarding the situation and our proposed solution Ms [redacted] ’s response via voicemail message to Tes stated that due to the expensive nature of her garments, she was only interested in speaking with the owner and she would not read our letter or the independent analysis on how and why what happened Additionally, Ms [redacted] made a similar statement to Carole When Ms [redacted] visited our Stillwater location, the police were called to assist in deescalating the situation for the safety and well-being of our employee’s on-site due to Ms [redacted] ’s behavior and volume of voice while in our customer lobby The owner was pulled out of a meeting and did speak with Ms [redacted] via phone that day and offered to set up a meeting at our Stillwater location Ms [redacted] ’s response to this offer was “Why would I come out there? That is not convenient for me.” At which point the conversation turned unprofessional on the part of Ms [redacted] and the owner respectfully ended the phone call There was never a statement or discussion by the owner that a meeting had to be at our Stillwater location There was no agreement on the part of Ms [redacted] to set up a meeting in any manner We strive to take care of our customers garments the very best possible Had the analysis completed by the independent lab found improper cleaning / care methods used, we would absolutely be taking care of the customer However, given that we did proceed with caution and with the utmost care for our customer and her garments – and could not forsee what would happen, we felt our gesture of refunding the cost of cleaning for her garments plus an additional monetary compensation to be fair and equitable It was done with the intention of trying to keep her as our customer Often high end brands (like Helmut Lang) may have been designed / manufactured and are known in the dry cleaning industry for not being able to withstand the recommended cleaning method We are aware of this and to help our customer, we do communicate the risk up front prior to cleaning – as we feel we did in this situation with these two garments for Ms [redacted] We have attached the lab analysis performed as well as additional information published by the IFI detailing how and why dye migration (like what happened with the Yigal Azourel dress and the loss of metallic coating with the Helmet Lang pants We have also included information on other problem garments by this same designer