ZIPS Dry Cleaners Fredericksburg, Virginia

April 11, 2015[redacted],We received your letter in regard to [redacted] request for settlement on a lost comforter. This claim was paid. We consider this case to be closed. If you or the customer feel otherwise, please let us know.Thank...

youSincerely,Brett VOwner

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
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.  This issue have been resolved by management.
Regards,
[redacted]

Review: I had a terrible experience with this location. This store don't provide your corporate company's value in customer service" Professional Cleaning". I sent a [redacted] black corduroy blazer for dry cleaning. When I picked it up, I found out that there were two burn spots on the collar. I was given a damage ticket([redacted]) first and was told that they would fix it, but after almost a month waiting, they told me that it's a manufacturer defect, which is not true, I purchased this blazer about a year and a half ago, I have had this blazer dry cleaned many times, and never have had any problem until this time. After multiple voice messages asking for the status of the repair, the store owner, Brett called me and told me that he would call me by 07/23, but he did not. So I called him back again today, now he told me that the blazer material is fading. It's not their problem. I strongly disagreed. If it's just the color that is fading, how come there are just two separate spots on the collar? The way they are doing business, they are going to damage the corporate company's reputation. Especially, dry cleaner is a long term business. I don't see the customer service value in this store's philosophy. When I first try out Zips, I was even thinking about getting a Franchise myself. But now, the way I see it is this business will not grow. Eventually, customers will get to know that yes, the price is cheap, but it's not worthy to risk your dry cleaning there because you never know when the store will damage your cloth and they are not responsible for it. Especially, I saw there are numeric complaints against this location on Revdex.com, which means they indeed provide bad, bad services. Word of mouth will be out.Desired Settlement: If they can't find the replacement, which I prefer(this is my husband's favorite blazer) I am ok with a refund check.

Business

Response:

August 11, 2014Dear [redacted]:We received your letter dated July 29, 2014 in regard to a complaint received from a [redacted] in regard to her [redacted] Corduroy Blazer. As explained to [redacted], we were not able to verify any “burn” spots on the jacket. The jacket is showing some impression marks throughout the garment which are normal for a thick corduroy garment. These impressions can tend to show variations in color on thicker parts (Lapels, Collar, Sleeves) of the garment especially on Black and Dark Blue, These impressions can be lessened on occasion with steam. We have steamed the garment again and hopefully [redacted] will find it to her satisfaction. Thank youBrett V. Co-Owner

I don't have a question. This is a complaint. I have been taking my clothes to this particular location for years. Never had a problem until yesterday when I entered the establishment and one of the workers called someone to the front to assist me by using a word that in Spanish is translated to mean the N word to describe me. It threw me off and I can tell by the reaction of the other workers that they knew I picked up on what it meant. That same day (11/11/2015) I spoke with the manager whose cell phone number is (301) [redacted] and voiced my displeasure with what happened. He said he would get back to me today 11/12/2015. I have yet to receive a call back or response from him today. Today, 11/12/2015, I went to pick up clothes that I put in the cleaners during the incident on 11/11/2015. I should have never put my clothes in this cleaners but again, I was thrown off by the word I heard so I wasn't thinking clearly. The young man who took my clothes asked me my NAME and not for the PHONE NUMBER they normally ask for. He knew who I was when I walked in the door. He then began to play with my last name which could have got him seriously hurt in my younger (ignorant) days. I quickly told him to get my clothes without hurling any insults or taking any action and asked for his manager. The manager whose cell phone number is (301) [redacted] was not there but another lady was there and I told her that she needs to talk to her workers to watch what they say because black people...white people....Asian people etc...some of us know Spanish. I will no longer patronize this place and will file complaints wherever I can and take legal recourse as it is ridiculous that in 2015 I would walk into an establishment where I spend money every week and be treated to a nice dose of RACISM when spending my hard earned money…really lucky I am not young and dumb how I used to be.

Review: October 10, 2013

Dear Sir,

On July 29, 2013 I left articles to be dry cleaned and three shirts to be laundered with Zips Dry Cleaning. When I returned to pick up my clothing on August 17 the staff of Zips was unable to find my three shirts. I was told that they had probably been misplaced and that they would search for the missing shirts. I was told to stop back in a couple of days.

I returned to Zips on August 21 and was told that the staff was still looking for my shirts.

I returned to Zips on August 22 and was told that the staff was still looking for my shirts.

I returned to Zips on August 29 and was told that the staff was still looking for my shirts.

On the 29th I said that as it was over a month since I had left the shirts with Zips, I thought it was reasonable to assume that the shirts were not going to be found and I wanted compensation. I was told that it is Zips’ policy to not start the compensation process until 30 days after the items became missing which they said started on August 17th the day I came to collect my clothing. This seemed unreasonable to me as the shirts must “have gone missing” shortly after I gave them to Zips on July 29th. They insisted that I was required to wait a full month from the time I came to pick up my clothes before I could file a claim.

I returned to Zips on September 19th (30+ days from my initial attempt to retrieve my shirts) and filed a claim totaling $210 for three Brooks Brothers Shirts that were less than one year old. I was told that they would have a check for me within 10-14 days.

I returned to Zips on October 2, 13 days after I filed my claim and was told the check had been processed.

I returned to Zips on October 10, 21 days after I filed my claim and was told that the check had not been processed.

It appears to me that Zips is “stonewalling” my claim.

In addition to the claim for the lost property I believe that I am entitled to repayment for the charge that was paid to Zips at the time I left my shirts to be laundered. I was told that I was only entitled to a credit for future laundry services rather than a cash refund. You can imagine how eager I am to leave three additional shirts with Zips after the problems I have experienced with my outstanding claim.

I would greatly appreciate your help on this matter that has dragged on for nearly two months.

Yours truly,Desired Settlement: see Attached document

Business

Response:

October 25, 2013

To Whom It May Concern:

We received your letter dated October 18,2013 stating a complaint made by our customer, [redacted] in regard to missing shirts.

This claim was paid and a check was mailed on October 15, 2013 to **. [redacted] home address.

Thank you

Consumer

Response:

October 25, 2013

Dear Ms. Freeman,

Thank you for your letter of October 18 in response to my letter of October 10, 2013.

On October 16th I received a check for $200 from Zips to cover the cost of my lost clothing. I consider this amount to be a fair settlement and accept it.

I do not understand why it took more than two months for this issue to be resolved.

Thank you for your efforts on my behalf.

I would have responded earlier been out of town since October 17th.

Yours truly,

Review: On June 30, 2014, I dropped of 2 work shirts and 1 pair of pants. On July 1, 2014, I returned to the dry cleaners to retrieve my garments to discover that there was 1 pair of pants and 1 work shirt for pick-up. I inquired about the second work shirt. The Zips employee asked me to return later in the day, as they had to locate the missing work shirt. I returned lated that day only to be told that the sirt could not be found. I was given a card with supposedly a manager's number on it and asked to speak with that manager about the issue. Since July 1, 2014, I have made several attempts to call the number given and I have left several messages as there was my call was never an answered or returned.Desired Settlement: This issue be resolved quickly with a cash refund.

Business

Response:

[redacted] contacted me on 7/11. I spoke directly with him on 7/13. I explained that we were working to locate his shirt. And I would call him immediately if it was recovered. ;He called me on 7/15. I returned his call. I left him a message, that if the shirt was not located within 30 days we would pay him for the shirt. On 7/18/2014 [redacted] completed a Baiy's form. Because the problem arose on 7/5/14 this form cannot be submitted before 8/5/2014.I have approved his claim for the amount of 26.99. 25.00 for the cost of the shirt and 1.99 for the cost of cleaning. I will submit this claim on 8/5/2014 and [redacted] will receive a check mailed to him to the address he provided.Thank You Tina SGM ZIPS Dry Cleaners

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I brought my black slacks to zips cleaners to be clean on Friday, October 31, 2014. I was told my slacks would be ready for pick up on Saturday, November 1. I arrived, on Saturday at 6:30pm to pick up my slacks. This young lady brought someone else's pants to me, with my ticket on it. I told her those pants did not belong to me. My slacks was lost, she could not find my slacks. She told me, she will be speaking with the manager about this issue, however she did not tell me, when she was going to speak with the manager. This issue was not resolved! Please look into this matter for me. Thanks, [redacted]Desired Settlement: I would like for those slacks to be return to me. I paid to much money for those slacks. If those slacks are not found, I would like to get amount that I paid for those slacks. Amount for those is slacks is $100.00.

Business

Response:

[redacted] garment was located on 11/4/14. He was called and returned to the store to retrieve the garment on 11/4/4. We consider this matter resolved.Tina S GM

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This issue have been resolved by management.

Regards,

Review: I asked for a futon cover to be dry cleaned. They washed it instead knowing that it would then go in the dryer through their automated process and it was not dryer-safe. When we went in to ask what had happened, the manager of the store gave us the run around for 40 minutes and couldn't explain to us what happened until he said "well it would have been ruined either way" and complained we were asking "10 million questions." His employees began laughing at us, and I became embarrassed and told him so. Customers in the store told me to contact the franchise owner, [redacted].

Called [redacted] first thing Monday morning. Explained the situation that occurred Saturday. Before he talked about the futon cover and the damage, said that the manager [redacted] asked for several customers phone numbers to verify we weren't being mocked. I didn't ask for anyone's phone numbers that came up to me so [redacted] said its my word against all the other people he has collected. Then, he told me that I was "sensitive" and we weren't talking about the futon cover. When I said that I would like to talk about the damage, he proceeded to tell me that "I don't know what you want me to do" and "all you want to do is talk" without talking about the futon cover. We never got there before I had to hang up because I couldn't stand any more abuse.

I'm completely in shock. I've never had anyone speak to me that way over the phone. He was demeaning and combative. I don't want to say its because I'm a woman because I have no definitive proof but it sure feels like that.Desired Settlement: I would like my futon cover to be replaced. It cost $30. I think an apology wouldn't be in question for them.

Business

Response:

October 25, 2013

Dear **. [redacted]:

We received your letter dated November 11, 2013 in regard to a complaint received from a [redacted] in regard to her futon cover. During our conversations with **. [redacted] and repeated again in the letter, it was clear she wouldn’t let go in believing that some of our employees were mocking her. Of course, they weren’t, and verification from our Audio and Video Surveillance, as well as statements from other customers supported the fact that they were not. Because we struggled to get beyond this issue and the fact that she eventually ended the conversation by handing up, I was never able to tell her that we would compensate her for the futon cover. If she can provide us with the cost of the cover, where it was purchased and where she purchased it from, we can work on getting a claim submitted.

She can provide us this information by emailing it to [redacted]

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Although the company and I have different views on who was hung up on what part of the problem, I will accept their offer for a replacement.

Review: On 7/7/14 I filed a damage claim with ZIPS Dry Cleaners for damaging a pair of linen pants. I've spoken twice with the General Manager with regards to my claim and there has been no resolution. Therefore, on 7/26/14 I filed an online written complaint, via there website 321.zips.com, againt the General Manager for the unprofessional service that I was given. As well as a request to be contacted by them so my damage claim can be resolved, and I've received no responce yet. This is the written complaint I sent:

I filed a claim on 7/7/14 at the [redacted], MD location after having a pair of blue lined, linen pants damaged. I asked to have them dry cleaned, and the pants came back faded, with a hole in them, and the length of the pants were about 3inches shorter than the lining. What really ticks me off is the damage item was in the plastic ZIPS bag, ready for pickup, right alongside with the other dry cleaning for me to discover later. I understand that we all make mistakes, and when we do, we need to own up to it and try to correct the mistake(s). Especially if you are a business, and you are a business. After a week the General Manager Tina S** contacted me to advise me that my claim is under review and she will re-contact me, just give her a day. After not hearing back from Ms. S**, a week later I reached back out to her. Ms. S** informs me that my pants are ready for pickup, and that the length of the pants have been corrected. After explaining to Ms. S** that the pants weren’t only shrunk, but also a shade lighter in color, and there is a hole in them. Ms. S** stated, she sees no evidence of fading and as for the hole in the pants it could possibly be the threading of the material pulling apart. I informed Ms. S**, as I did from the start, that the pants were new and had only been worn once before dropping them off at ZIPS for dry cleaning. And at this point the pants are beyond repair, and I want to be reimbursed for them. Ms. Sam’s informs me that I’m not getting reimbursed because the item has been corrected. I continued to state my claim because the item is beyond repair and can’t be worn. I inform Ms. S** that as a General Manager, her handling of my claim, is unreasonable and awful! Ms. S**’s hangs up?

I am furious over the poor treatment I received by GM Tina S**, and I plan to pursue this matter further and would appreciate a call and/or an email address to someone who is more professional and who is willing to listen to my concerns before reacting to them.

[redacted]Desired Settlement: I'm asking for the full refund of the dry cleaning (1.99) as well as the value of the damaged linen pants ($32.00).

Review: Took my [redacted] jacket for cleaning. When I got it back and wore it again it had numerous spots on the inside lining . Appears burned /stained by equipmentDesired Settlement: Refund for replacement value

Business

Response:

March 7, 2014On February 25, 2014 [redacted] entered my store wearing the garment in question, a women’s black [redacted] jacket with a light checked pattern on the interior. She removed it and asked me personally if there was anything that could be done regarding the interior of the garment. The exterior was in fine condition, but the interior, had discoloration all throughout. It presented as water stains. She offered to pay for the cleaning. After examining the jacket and reading the manufacturer’s care instructions, which are very restrictive, I told her that there weren’t many cleaning options, so I did not charge her.[redacted] mentioned that we had cleaned it previously but, could not remember exactly when that was, possibly several months ago.Treating it by hand, I was able to remove the majority of the stains; she examined it and asked me to give it another attempt - which I did. She returned a second time, and was not satisfied. She presented a sales receipt from 2009 for $595.00 for the cost of jacket.Over the phone I explained to her that the jacket had been in her possession for an undetermined length of time, that she had been wearing (we found a candy wrapper in the pocket), and that I cannot guarantee the care of a garment that is not under my physical control. We cannot even be certain that we were the last cleaner she brought it to, if at all.Standing at an impasse, we agreed to independent testing to determine the origin of the staining. I recommended a laboratory, International Fabricare Institute QFI), in [redacted], MD and that I could send it out for analysis on her behalf. [redacted] wanted to send it to the lab herself. I wrote up a description for the lab (enclosed) and instructed her to send it through the Revdex.com since the lab does not deal directly with consumers. It is my understanding that the Revdex.com will be sending the garment to IFI.Based upon my professional experience, I believe that the garment was exposed to moisture for an extended length of time. Where this occurred I cannot say.As to her claim for $595.00 for a 5 year old jacket - most of the staining has been removed, the exterior is unaffected, [redacted] has been wearing the jacket, and it was in her control for an extended period of time, not mine. Finally, I don’t know for certain that I have ever handled the jacket prior to 2/25/14 - a claim against me is unreasonable.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: several of the assertions made are either, incorrect or not factual.

Review: 4/23, after waiting in line for 25-30 minutes to retrieve drycleaning, I was very disappointed to find that my clothes were wrinkled as if they were never cleaned. Additionally, a sweater was hung incorrectly on a hanger and now has hanger indentations in the sleeve area. Further, I requested no creases in my pants and all of the pants have inseam creases from improper pressing. I have contacted the manager for the location and offered to email her photographs of the garments in question only to be told that I must bring in my garmets in to be visually inspected. The manager, [redacted], stated that I should come in during off peak hours (after 9am or before 5pm) to avoid a wait. I explained to the manager that I do not live in the area and that I do not wish to be inconvenienced further by taking additional time and incurring additional expense to return to the area to wait for clothes to be repressed.Desired Settlement: I would appreciate it if the business refund in the amount of 11.94, the total paid for drycleaning service as the merchant failed to deliver the service paid for.

Business

Response:

6/2/2014As with any business if someone states something was done incorrect. We would like to see what is wrong and take steps to correct it. I have no problem refunding her money. But I will make a point to say that no crease means there will be no crease in the front of the pants. Because they are pressed on a flat surface you either get a front crease or a seam creases. Her statement saying she has inseam creases tells me they were pressed correctly. She never requested that her sweaters be folded. She received the service that was requested. She will need to return to ZIPS with the credit card she used in order for it to be credited to her account.Thank You

They will actively advertise that they specialize in high end garments. However, they do nothing but ruin thousand dollar garments even when you give their employees specific instructions. I also suspect illegal employment happening at this particular location.