Stony Point Cleaners

I took a pair of silk pants, which had been custom made for me at *** *** *** on River RdRichmond, to be cleaned I asked the attendant, who turned out to be the owner's wife and the one who actually did the cleaning of the pants, if she could clean silk and showed her the stain which was on the back of the pant leg She replied that she could.(9/20/16)
I returned to pick up on (9/28/16) I took the pants out of the bag to inspect and found that the stain was larger and the color had actually lightened from charcoal to a silver shade- very noticeableIn addition there were circles of stain around the hem of one of the pant legs which were not there when I took them in and the wrinkles in the pants had not been pressed out He refused to take any responsibility I asked him if he had insurance and he replied noHe then called his wife who was at the plant according to himShe came over and looked at the pants and immediately refused to take any responsibility fo

My name is Hyum M*** owner of Stoney Point CleanersI am
writing this letter to explain the incident which took place at my store on
9/28/2016.On 9/20/2016, ** *** walked in with silk pants asking if
we clean silk garmentsMy wife, who was at the counter said “yes we do”**
*** then
pointed out the stain nad asked to take good care of the pants since
it is expensiveMy wife after examining the pants informed ** *** what can
happen during the cleaning process of silkMy wife told her the cleaning
process can fade the color of silk garments a bitIn addition, my wife pointed
out wear and tear need the zipper and button holes** *** recognized the wear
and tear and asked pants to be cleanedWhen the paints returned to our pick up
store from the factory after cleaning, my wife examined the pants carefully and
it was cleaned as expected.On 9/28/2016, *** *** came to pick up the pants while my
wife was not at the store** *** looked at the stain and immediately started
to complaint how it did not meet her expectation and therefore demanded full
refund for the pantsIn order to take care of this situation, I asked my wife
to come to the store immediately and she came within a few minutes.My wife then tried to explain to ** *** what she initially
told her about cleaning silk garment*** *** refused to recognize the
conversation which took place on 9/20/and started to yell at my wife
standing only inches form her faceMy wife was shacking with fear because of
loud yelling in addition to ** *** invading her personal space while yelling
She threatened my wife saying “I am going to report this business to Revdex.com”So,
my wife replied “OK, do as you please”.As this was happening, I stepping in to help resolve the situation
I asked *** *** what I can do to satisfy herShe demanded $refund, the
full amount of the pantsI offered her $refund because of the wear and
tear of the pantsShe said she will take both $and the pants backI informed
her she can only choose money or pants, not bothAnd I also informed that the
refund check can be ready the next morning since I did not have business checks
with me at the storeWith the choice given to her she got even more upset and
grabbed the pants and invoice and stormed out of the store without paying for the
cleaning service.While this was going on, a first time customer came in to my
store** *** chased this customer out of my store by telling her this
business provides poor service which is untrue.In my opinion, this customer was unreasonable and she was
trying to benefit her using us because we are minority business ownersWe have
been in this business for many decades and we have never run into any complains
like this oneWe are good at what we do and we do our best to satisfy our
customers at all timesWe value our customers and respect their opinion.I am sorry this had happenedWe tried to compromise by giving
her options but she refusedWe want to make all our customers happy but she
walked away from our office.If you have any addition questions on this matter, please
let me know as soon as possibleMeanwhile, thank you for letting me explain
this situation in detail

Following is my reply in
reference to the reply letter you received and forwarded to me from Stoney
Point Cleaners.Apparently Mrs. Kim’s
memory is failing her.  The first two
sentences of the first paragraph of Mr. Kim’s letter are correct.  Beginning with the sentence stating that Mrs.
Kim examined the pants, told me that the cleaning process could fade the
garment, pointed out the wear and tear of the zipper and button holes ( there
are no button holes on the pants).  These
statements being made at that time are 
completely false!  Mrs. Kim made
these statements when I was in the retail store to pick up the pants and Mr.
Kim called her to come see the pants; at the time she was in their cleaning
facility according to him.When I examined the pants
with Mr. Kim to make sure the stain was removed of course I complained!  The stain was not completely gone but in
addition there was a larger irregular in shape area where the color was
noticeably lighter and shinier as if it had been spot cleaned with
something.  In addition around the hem of
one of the pant legs there were circles of stain (looks like a liquid stain).   I wanted him to take responsibility.  I asked him if he had insurance and he
replied no.When she arrived that’s
when she made the statements mentioned in the first paragraph.  She refused to take any responsibility for
ruining my pants and continued repeating the same crazy story about other
customers accepting that stains often would not come out of garments and her
customers just accept that, “ she not responsible”.  You can still wear the pants. The comment that Mrs. Kim was shaking with
fear is laughable!  She didn’t appear to
be fearful of anything.   She was very dogged and stubborn refusing over
and over to take responsibility.  By the
way, Mrs. Kim was on the opposite side of the counter from me.  I was not inches from her face and I was not
invading her personal space any more than she was invading mine.  After not being able to get either one of
them to be professional and take responsibility I told them I was going to report
them to the Revdex.com.  She did not say “OK, do
as you please”.  She said very
sarcastically, “Go ahead”!Yes, Mr. Kim then stepped
in as he stated.  He asked “What do you
want”?  When I replied that I wanted full
compensation for the ruined pants.  He
asked how much?   I replied that the cost
was $250, there was no demand as he stated in his letter, I merely answered his
question.  That’s when both of them began
stomping around shaking their heads, speaking to each other in Korean, etc.  During this period a customer did walk in. She
had no idea what was taking place but it was obvious something was wrong.  I turned to her and told her what the
confrontation was about telling her they ruined my silk pants. His comment that
I chased her out of the store is ridiculous!!! 
She ended up asking them what they charged for something she wanted
cleaned and I heard her say the price was too high and she left the shop. Upon resuming the
conversation Mr. Kim offered me half ($125) of what I asked for, which was full
reimbursement of $250.  I agreed, knowing
by that time that this would be his only offer. 
Then he said he did not have his checkbook with him and I would have to
return to get the check.  He then picked
up my pants in a ball off of the counter. 
I asked for them back and he refused, saying that if he paid me for the
pants “I keep them”.  I took them from
him and my receipt and left the store.  His comment about my using
them for my benefit because of them being a minority business owner is both
very insulting and very untrue!  I
believe this statement clearly demonstrates the character of this man and the
horrible experience I had with both him and his wife.  They certainly don’t practice good principles
of business; being fair, honest, and responsible to their customers.Mr. Kim is delusional; his
comment that they tried to compromise by giving me options, really?  And what were those options?  The only one I recall is the one stated
previously.I have made every attempt
to relay the truth of this unfortunate incident.  My hope is that a fair resolution by Stoney
Point Cleaners will come to pass.Sincerely,[redacted]