ComplaintsforCD One Price Cleaners-W. Ogden

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business' policies are unfair, quality control is one sided and owner's attitude is bad. They have damaged two of my shirts, one recently. For the first incident, the damage was rather minor. I continue to wear that shirt for more than 6 months and I did not file a complaint. The newer experience took place about 3 months back. I saw a minor hole on the shirt in the morning. Similar to my earlier reaction, I decided to wear the shirt to work. By the time I returned in the evening, there were 5 or 6 other holes which had developed. I filed a complaint this time but the manager ***** refused to make amends because I had not brought the issue to their attention prior to wearing. She even replied after 3 weeks of waiting and after me leaving her a reminder. I asked to speak to the owner who lives in *********. ***** stated that he or she will call me. That conversation took place on Memorial Day weekend. I have yet to hear from the owner and am still waiting for a resolution.Store's policy appears to be buyer beware after the dry cleaning is done. Whereas on the incoming side, they check the clothes and highlight any prior issues to the customer. Fairer policy would be to implement a similar quality control on the return side. In my second experience, it definitely feels that the store knew about the created problem before they returned the shirt to me. I have a feeling that they tried to hide the issue. There's no reason that only one hole was visible in the morning and more holes showed up after just half a day of wearing.Attached are a photo from my earlier incidence and a copy of complaint. I am requesting BBB assistance in resolution as well encouraging this business to adopt a fairer business practice.

  

  Business response

  07/26/2023

  We process about 25 lbs to 55 lbs if shirts at a time.  There is no way one shirt out of 50 will come out with this type of damage, leaving all the other shirts unscathed. Moreover, by industry standards, the lifespan of a commercially laundered shirt is two years (50 washes). Clothes like everything else depreciates. This shirt is $20 and is three years old. There is no replacement value as such whatever we give this customer will be a good will gesture. 

  I will reach out to the customer and offer him in store credit as a goodwill gesture. I hope he finds that acceptable. 

  Customer response

  08/09/2023

   
  If possible, please do what you can and forward this response to CD One Price Cleaners.
  - I accept the fact one shirt out of so many can get damaged. No issue with that statement. This can be a human error.
  - But I will not accept any implication from them that they have no responsibility to check the shirts before they return these to the customers. This quality check should be implemented internally.
  - Instead of implementing a "buyer beware" policy, they should catch these errors ahead of time and call the customer to let them know before they pick up the clothes.
  - By not doing that, they are in a way trying to hide the situation from the damaged customer.
  - Also, there should not be this much effort required for the business to make amends.
  - Upon my initial complaint, the Manager did not call me for 3 weeks and then refused to take responsibility. And owner did not call back despite the promise made to me.
  - Only after my BBB complaint, they have relented and grudgingly offered a recourse.
  - I don't accept their statement that a shirt life is only 2 years. I am sure that this statement is not based on any scientific research. This is just a business person's way of minimizing the depreciated cost.
  - The reimbursement cost I have asked for is for 2 shirts. Photo of the yellow shirt with the torn collar was included in the BBB complaint.
  - If they want to provide a credit, then they should provide credit for both shirts, not one for which I filed the initial complaint.
  - While the depreciated value may be less, the post-pandemic replacement costs have gone up substantially. Plus I buy these shirts in *****. There's effort involved in buying these as well. These facts should be taken into account for the shirt valuation.
  - If the business wanted to offer a credit, why is that amount not included in their response. Despite the credit offer in their response, no one has called me either.
  - They need to figure out a way to treat harmed customers fairly and ethically.
  - To encourage them to think about this fairer policy, I wanted the business to donate some money to BBB. They should seriously consider this request.
  
  I will appreciate it very much if you forward this delayed response to the merchant. Hopefully they will reconsider their offer and resolve this issue in an acceptable way. If this does not happen, I will be fairly disappointed and not encouraged to return to this business. Let's hope for some fairness and justice. Please call me if you have any questions. Thank you very much for your kind assistance.
  
  ***********************
  **************

  

  Business response

  08/22/2023

  Like I wrote in my last response to this customer, through your ************ willing to give him a credit toward future dry cleaning.  I think $10 credit toward future dry cleaning is more than fair for a three year old shirt that cost $20.  I will reach out to the manager to call him on Thursday 8/24.

  Customer response

  08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please note that the business has now paid me the amount I asked for damaged shirts. It took me a persistent 3 months effort for One Price CD Cleaners them to pay up. Thanks to Better Business Bureau for helping out
  
  Sincerely,
  
  ***********************

*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. ↩