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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Kraft Professional Cleaners meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Kraft Professional Cleaners include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Kraft Professional Cleaners
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 08, 2012 Business started: 01/01/1946 Business started locally: 01/01/1946 Business incorporated: 12/27/2007 in NC
Type of Entity

Corporation

Business Management
Mr. Darryl Starr, Owner
Contact Information
Principal: Mr. Darryl Starr, Owner
Business Category

Dry Cleaners Dry Cleaners - Mobile Alterations - Clothing

Alternate Business Names
Starr Cleaners Inc

Additional Locations

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Complaint Detail(s)

11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early October I took several items of clothing to Kraft Cleaners for dry cleaning. Since I have used this cleaners since moving to *** ******* in 1969, I have never filed a complaint. Among the items I dropped off was a ***** *** **** royal blue blazer. When I picked up my clothes, I took them home and hung them in my closet as usual. The next day I took the ***** *** **** jacket out of the bag, and discovered that it was literally ruined (unwearable). My jacket was white on the shoulders, collar, parts of the sleeves, and the inside lining in the middle of the back, was discolored. I took the jacket back to Kraft Cleaners and the new owner said that they would try to fix it, and if they couldn't fix it, "I would be going shopping." Meaning he would cover the cost of the jacket. I left it with them, along with other items for cleaning and went back today, November *** to pick everything up. I found that they tried to fix the jacket, and I am not sure what they did, but it is still ruined. It looks like they tried to dye the jacket and the owner proceeded to argue with me and tried to blame me for my jacket being that way. I told him that I would have NO reason to bring something like that to be cleaned, and that he had no right to blame me for something that he did. I explained to him that my clothes were an investment and in all of the 40+ years that I dealt with the previous owners, no once did I have a complaine, they never ruined any of my clotnes, and that his customer service was non-exixtent. He tried to get me to agree to let him send my jacket out to some person to analyze what ruined my jacket, still saying that it was me. Several months ago I started noticing that there was a definite difference in the way my clothes looked when I got them back, so I asked if the Kraft's sons still owned the cleaners because I had not seen them around. I was told that the Krafts still owned the cleaners. However, two weeks ago when I took my jacket back and asked a different person, she told me that they had not been there for two years and that the cleaners had been sold. Then I understood why my clothes looked different. The current owner seems to be using inferior prodicts and that is how my jacket was ruined. The owner was rude and disrespectful to me.

Desired Settlement: I would like for Kraft to pay for the replacement of my jacket, and the cost they charged me for cleaning it. I realize that I may not find the same color, but he should pay for it. Prices for clothes by "***** *** ****" can be found at most major department stores like *********, ********,and ****** in the *** ******* area.

Business Response: I simply tried to explain to her the the discoloration in the shoulder aria, neckline and around the inside of the cuffs where it touches the wrist, was probably caused by hair spray, perfume or some kind of lotion she was wearing. There was also a slight discoloration in both sleeves in the same spot at the elbows probably caused by normal wear. Normally in a situation like this i give my assessment to the customer and then ask them what they would like me to do.  when i asked her i got no response. My hope is that at this point the customer will at least acknowledge that there may be factors other than the cleaning and at least listen wether they still ask for partial or full compensation.

She was very upset and insistent that we had ruined her jacket. My concern was for customer confidence in our Cleaning ability. The 161.00 for the jacket is certainly no problem, and had she said to me at any time that the jacket cost this amount and she wanted full compensation I would have written her a check. My reputation is worth more than the compensation for the jacket and that's why after listening to her over and over say it was the cleaners I offered to send it to the International Fabricare Institute for there analyses of the damage.

I am sorry If i came off as rude, I was simply trying to explain what my 30 years of Dry-Cleaning experience has taught me. If the customer would like she can send the garment through the BBB to who ever they use for garment analysis. If comes back as a Cleaning issue i will be happy to pay her 322.00 which is double the amount she is asking. Plus any cost for shipping or analysis (For her inconvenience)

 I try to be a Customer service Nut! and maybe I did not communicate to her well enough that wile I don't think it was a Cleaning issue, we here at Kraft Professional Cleaners still have the Customer is King attitude and if she would like to call me, I would like to try to repair the relationship with either a Check for 161.00 or 200.00 in Cleaning to try
and restore her confidence.

Thanks ******
************

Consumer Response: Complaint: *******

I am rejecting this response because: I have used Kraft Cleaners for over 40 years. I have never filed a complaint with Mr. & Mrs *****. We always had a wonderful working relationship, and when I took my clothing to them, it was returned to me in excellent condition. I can't say that for the current owner.  When I took my jacket to be cleaned, there was absolutely NO discoloration. I don't use hair spray. I don't spray perfume on my clothes. The new owner tried to come up with all kinds of reasons why it was MY fault that my jacket was ruined. I would like to be compensated for my jacket, because I expected to pick it up in the same condition that it was left to be cleaned. When I originally picked it up, there was discoloration in the jacket as well as the lining. If they cleaned it properly with the correct cleaning solution, it would have been fine. Other clothing that I left was nothing like the kind of work the Krafts have done in the past. That is the reason that I asked several months ago if *** Kraft and his brother were still owners. I was told "yes." I kept taking my clothes there based on that statement, but the quality of work was far inferior to prior years. I have also noticed that many of the people that used to stop there at the same time, I never see them anymore.

The person that I talked to was so argumentative, that I finally walked out of the cleaners. I would like to be compensated for what I paid for the jacket. It was on sale, and $161.00 by no means cover the full cost, but I will settle for what I paid for it. I really don't care to speak with him because he is RUDE, and boysterious. I don't care to deal with people like that. I worked for *** for 22 years and have dealt with people from around the world, and NEVER have I been in a confrontation with any of my customers, because I cared about them, and they in turn cared about me. In my current workplace, I also enjoy a wonderful reputation with people from over 70 countries, plus local judges, lawyers, politicians, and business people. I don't appreciate him trying to blame me for the damage that was done to my jacket. 

 If he is going to pay for it, I would appreciate a check mailed to me. My phone number is in his system, but just in case he can't find it, it is ************. I don't care to get into a telephone chase with him. If I call him, he will probably be out. I would like to be compensated for what I paid for my jacket.

Regards,

****** *******

Business Response: A Check for 183.87 Has been mailed to the Customer. 161.00 for the jacket, 8.86 Cleaning Charge and 14.01 for sales tax on the jacket and cleaning.

I am also Applying a Fifty Dollar credit to her account should she decide to give us another try.

I obviously did not handle the situation correctly, the only person i can think of that I made that mad is my Wife!! :)

Thanks ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/9/2012 Problems with Product/Service
1