ComplaintsforCD One Price Cleaners-Palatine

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For starters , I have been going to this facility for the last 12 years . Never have I experienced such rudeness coming from the manager from the facility. Not only have they destroyed various of my clothing but they do not hold themselves accountable for it . The staff is great however the manager is the issue there. I took a sweater that had cost me over 680 to the facility they left it 10 times bigger and with a hole that was not there before. I tried speaking to the manager who was extremely rude and after days of wanting to speak to her I finally do . During my conversation she said that she needed a receipt from me or else she wasnt able to do anything , she also said that my clothes were probably from goodwill , she also mentioned that her store did not do that and that it must have been an animal that did that to my sweater , she also mentioned that I shouldnt be taking my clothes there because they are expensive. She ended up paying me 100 dollars to basically shut up and go away. I have never been this mistreated at a facility and I really hope there is something done it is unacceptable.

  

  Business response

  11/10/2022

  Whenever we have a claim, we need some sort of proof of purchase.  We understand most people will not have a receipt but most people can look up the purchase on a credit card statement, especially a $680 purchase.  Sometimes customers will call stores with date of purchase (found on bank statement) and receipt can be reprinted.  As the customer stated, she says it was $680.  I explained I cannot just cut a check for $680 without some sort of proof of purchase.  I actually tried to look up the sweater online and cannot find it, meaning it is older than customer says it was.  The reason I brought up Goodwill is because we have some thrifty Goodwill shoppers that find amazing buys and tell us about it. Anywhere from ***** ****** to Gucci.  I used that as an example as to why we need sort sort of proof of purchase.  I cannot just write claim checks for what customers say, need something to show purchase.  Most claims are within the $50 range..  Checks for $680 cannot just be written on the spot without some backing.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I give away to the dry cleaning jacket worth $ *******. The jacket was washed and the dirt was removed. When picking up the jacket I was informed that, when washing in the machine, there was a pencil which caused new stains (green) on the entire jacket. They try to convince me that it was my pencil, which I disagree with. I checked all pockets thoroughly before taking my jackets to the laundry. and they were empty. The same procedure should be followed by the laundry. The jacket should to be washed dry clean and not in the machine. Most likely, my jacket was thrown into the machine with others people things. In one of these things was a pencil that was stained by temperature. The laundry owner does not want to take responsibility for a demage jacket, she only offers $ ****** - worth $ ******* - jacket bought a year ago and very little used. Of course, I presented the purchase receipt from the store. The owner refuses to provide insurance and policy number, so that I can make a claim. She is very rude and uncooperative.

  

  Business response

  01/14/2022

  To whom it may concern,

  When we discuss cleaning/washing, we mean dry cleaning.  We are a dry cleaners, plus this particular jacket is dry clean only.  We did not wash it in water.  We dry cleaned it in our dry clean machines.   I think that part was just a misunderstanding.

  Second, when our production manager pulled the coat out of the dry clean machine, the pencil with a green exterior was bunched up in the coat.  I told the customer we do experience ink loads, where a pen is left in a pocket and the whole machine full of clothes gets damaged.  We then have to spot clean everything individually.  This was a different situation. The green stains were just on her 1 piece of clothing, not anything else.  We clean hundreds of pieces at a time. I think the customer thought her jacket would be dry cleaned individually.  I would think no one cleans one piece at a time.

  I called the customer to let her know what had happened. She did not seemed surprised there was a pencil left in her pocket.  She said she would come in and look at it.  That's when she called and said we owed her the cost of the coat.  She said she thoroughly checked the coat pockets at the counter of our store.  I told her about the interior pockets. She said she checked those too.  I told her I would review video of her dropping the coat off.  We checked the video and it shows her taking the hood off the jacket and giving it to the cashier.  No pockets were checked at the counter as she said.  I then called her and told her about the video.  I told her she was welcome to come in and look at video.  She said she did not want to come and look at video.  I texted her the video on her cell phone.  That's when her story changed that she checked the pockets at home.  She then proceeded to tell me she had just worn it to Rosemont Ice Skating with her kids.  I offered her $500.  She paid $3.99 to clean. I think that is more than fair.  We do check the pockets of clothing the best we can, but it is impossible for us to check any less common pockets we do not know about.  Instead of saying we are not all responsible at all bc of the pencil being left in a pocket, we offered her what we thought was fair. 

  Her husband then called me and yelled that they don't have any pencils in their home.  I proceeded to explain the lack of logic in that statement because his wife had mentioned their kids she had just taken ice skating at Rosemont.  He then proceeded to tell me his children do not use "green pencils."

  I am willing to increase the offer to $600.  

   

   

  Customer response

  01/16/2022

   
  Complaint: 16460173
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  In connection with the response received from CD One Price Cleaning, I would like to explain one thing at the beginning.
  The owner of the laundry keeps me responsible for my pencilleft in one of the pockets.
  As the owner writes, my jacket was not washed individually,but together with other things. And at this point we cannot be 100% sure that the pencil was left in my pocket. Also, if the pencil came from my pocket,there would be stains inside that pocket as well, and the packets inside are clean with no any stains. Stains are everywhere on the outside of the jacket -on the hood, sleeves, front and back. I am 100% sure that I did not leave any pencil or other thing in my jacket. The laundry owner can't prove to me that it was my pencil.
  On January 15, I took my jacket to the ************ factory Store at *****************************. I been told the stain was most likely not from any pencil, it was probably due to something else. The fur inside is most likely damaged - in some spots it's kind of clumped, in others it's just the material with no fur inside. I was instructed to send the jacket back to their ************** Place for a thorough inspection. It will take some time.
  I would also like to emphasize that this exact jacket does not need to be washed in special laundries. It can be washed anywhere; it is important that it is done dry clean only. This is recommendation from Canada Goose Store.
  The price I paid for the service was quoted in the CD One Price Cleaning laundry price list. After the lady in the front desk saw the jacket, the jacket was accepted for washing and I was billed **** plus tax. I paid right away with my credit card. If I had been billed for example $ 50.00,I would pay $ 50.00.
  I would also like to explain one more thing. I was present when my husband was talking to the owner of the laundry and the only person who screamed into the phone was her. She is unkind and incompetent, and she constantly abuses her loud voice when conducting a conversation.
  Don't tell me that I left anything in my own jacket. There is no evidence for this. The jacket is completely destroyed.
  The refund I will ask for ($ *******) will not cover the cost of buying a new jacket as the prices of these products have increased significantly and the same jacket from Canada Goose is now $ ******* plus tax.
  
  I stands by my claim and I will ask for a full refund of the damaged jacket in the amount of $ *******.
  
  

   

   

   

  

  Business response

  01/18/2022

  The attached pic of a text convo was initiated by customer on Friday as you can see.  I am guessing it was husband since wife seems to be communicating through BBB.  The husband texted me, asking me to Venmo the $500.  I replied that I would send the increased offer of $600 that I had offered through BBB.  He then replied to send entire amount.  Sounds like husband and wife are each communicating with me with mixed messages. 

  As far as me getting upset, I was being called names and was not able to speak.  My district manager then called them responding to email complaint.  He was very rude to him too.  If you would like to speak to him to verify, that can be arranged. 

  The jacket with the pencil with a green exterior was texted to her.  Not sure how she can say her and the coat company said it cannot be a pencil.  She has had the picture on her phone since we first communicated.  

  Now they are complaining about the clumps in the jacket.  It began with stains, now its the clumps.  The second issue has not ever been brought to our attention until previous email.  

   

  I increased our original offer of $500 to $600.  If we go by the International Fair Claim Guide for consumer textiles, that is a fair offer.  

  Customer response

  01/20/2022

   
  Complaint: 16460173
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  In response to the message I received. I would like to explain that the text from last Friday was sent by me. I wrote the message before reading the answer from BBB.
  I also note,that I picked up the jacket from the laundry on Thursday afternoon, and only then I did inspect the jacket carefully when I picked it up. In my opinion, the fur inside is dense and doesn't look the same as it did when it was put into the laundry. That's why on Saturday, January 15th, I give the jacket to Canada Goose Factory Store in Downtown *******, so that they could inspect  the quality of the fur inside the jacket as well as the extensive stains that the CD One Price Cleaning laundry had done.According to preliminary expertise, it is very possible that the fur has been damaged. As for the stains that the laundry has made, they cannot say whether they will be able to remove it. For this I have to send the jacket to their main office. The entire process will take several weeks.
  As for being unpleasant, I once again emphasize that the person who screams and abuses her power, is the owner of the laundry - ****** (introduces herself as the owner).I am convinced that there are copies of recorded calls and we are able to provide this very easily.
  Once again, I stand that there is no evidence that I left a pencil in the pocket of my jacket. As I wrote in the previous massage for a few days ago, if in any of the pockets of my jacket there could be a pencil , stain from the pencil would be there. But its NOT!!!  But still its impossible,I never in my life had a habit to put pen or pencil inside of any clothes. And now the they trying to tell me I put pencil inside of 1100$ jacket????  
  The photo that the owner of the laundry sent me via text massage, a jacket and a pencil on it, does not say anything about it. The laundry owner can take any pencil,put them on my jacket and take a picture.
  In this case, the owner of the laundry does not have any evidence that the pencil belonged to me.
  At the Canada Goose store, I was told it was a very questionable that pencil  cause such stains on the jacket.
  I understand accidents do happens, but you have to take responsibility for them. We run a business with my husband and we know very well that not everything is predictable. In such a situation, each company should have liability insurance to cover unexpected accidents. If such a policy is not purchased, as in the case of CD One Price Cleaning, unfortunately you have to pay out of packet.
  I would like the owner of the laundry  to stop lying openly, blaming the customer and offending us.
  I request the full return of the cost of the damaged jacket.
  This case was also submitted to the General Attorney of ********.
  
  Husband response regarding general manger phone call:
  Person called me ones, I explain situation with jacket. No cursing , no bad words, polite,with no screaming or yelling. Guy told me that he will call me back and never did, but I was waiting for his response at this situation, but never got an answer. .. I am pretty sure all that phone calls suppose to be reordered.  And accusing me that I was rude its just a lie..

*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. ↩