Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a ******* Factory blazer to Zips cleaners to be steamed - the jacket had never been worn but was wrinkled. The employees "cleaned" my blazer instead and left it with several red stains. I spoke with the owner, *****, the following day when I went to pick up my items and my husband's suit and shirt. ***** informed me that the workers did not stream/press the jacket but ran it through the cleaning process and he'd try to get the stains out in time for my event the following morning. He could not remove the stains. We communicated via text (after I contacted him using the general email for all Zips cleaners) and he stated that after trying again he could not remove the stain. ***** asked me via text the price of the item so that he would initiate a claim to reimburse me. I shared a range of the price for the blazer after researching the store's website for similar items and shared that I received a 15% teacher's discount - and provided an estimated cost that I paid for the item with the discount. It has been nearly a month since this initial exchange. I've reached out to ***** via text twice since then because the store's number does not allow for messages and no one answers. I've sent a follow up email on the general website for all Zips cleaners. ***** has not contacted me at all. There is no resolution or even an update of where we are in the internal claims process.

  Customer Answer

  Date: 04/21/2025

  These are screenshots from my conversation with *****, the owner of Zips in Silver Spring 

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have dropped my clothes (40) to ZIPS cleaners on 12/21/24, when I was picking up , my jacket was missing and they stated that the reviewed the camera with the cooperate and didn't see that the Jacket was dropped off .

  Business Response

  Date: 01/20/2025

  This is to confirm receipt of this email. I will respond after getting the feedback from the management of the business. Thanks for being patient.

  With best regards,

   

  ****** *****

   

   

  Business Response

  Date: 01/21/2025

  Good afternoon,

  Zips Cleaners use camera system with cameras on each station troubleshooting purpose. This helps identify and resolve any issues of counting or claims by customers. The customers are offered to review the video. Regarding the present claim, following is the feedback I have received from the manager of ZIPS Cleaners in Silver Spring:

  The customer, ********************* had a large order. He came to pick up the order and claimed that he was missing a jacket, so he left the order for us to review it. We reviewed it in the camera system, and we hand counted all the garments as well to make sure that the accounts match with the customer receipt. When he came back to pick up the order, we told him that we reviewed in the camera system and the video in the camera system does not show the jacket. It does show that the count that we have here is the count that he dropped off to which his response was, youre going to believe the camera over what Im telling you I dropped off. He again left the items, came back another time and again the account matched up with the number shown on the customer receipt. We told him that theres nothing else that we could do at this point. He called the police. The police reviewed the camera, and they also verified that the accounts matched up. 

  The video showed when the garments were dropped off and at the time of tagging individual garments. Our reports are run daily to reconcile tagged items with what came in. The jacket Mr. ********** has mentioned never came in. 

   

  With best regards,

  ****** *****

  
  

  Customer Answer

  Date: 01/31/2025

  Hi, I have read the answer and have noticed that this store set everything for lies, I first went there to pick up my clothes and the number of items didnt match the receipt, they told me that the manager will review that to figure out , I should come  back another day to pick up . When I got back for the second time,nothing were changed and they stated that the manager reviewed the camera and didnt see the jacket, however he noticed that I was charged more and will get the refund, I never got the refund. I asked to see the manager and they told me that he already left and only him has access to the camera. I refused to pick up the clothes since my jacket was still missing. I come back for the third time and nothing were changed and the manager wasnt in store, I did call the police for help. The police spoke with me outside the store about the problem, went inside and spoke with employees, I was waiting outside and when the police officer come out, she told me that the case is civil case and not a criminal case so there is nothing she can do for me, even the camera she doesnt have the right to request a review .the police asked me to take my clothes and advise me to reach out to BBB. I do have police contact number if you want to confirm that police never see the camera as they stated.I Would like the manager to set up an appointment with me to review this video please.Thank you