Complaints

This profile includes complaints for Zips Dry Cleaners's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zips Dry Cleaners

  1803 S Lamar Blvd Austin, TX 78704-3327

  
• 

  Zips Dry Cleaners

  2510 W Parmer Ln Ste 200 Austin, TX 78727-4211

  

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:02/25/2025

  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 dropped off my laundry bag for service on or about December 1, 2024. It was a business suit for my daughter who had just started her 1st legal job with a local firm on November 11. When she picked it up, there was fuzz all over it. The zips representative acknowledged it, was very kind, apologized profusely and offered to attempt to have it redone. So, I left the garment (pants and jacket) and off I went. I returned couple of days later and the garment looked marginally better but still quite a bit of white fuzz. It looked like it had been washed with white towels or something. And because it was a colored garment the fuzz was super visible. ****** the Zips agent told me she would reach out to the manager and more than likely they would credit the cleaning fee and offer a refund. She called me later to ask if I could provide a receipt and gave me an email address to send it to. I sent it the very next day. My daughter purchased the item on November 23rd and sent it for cleaning within days of it arriving. So, it was a new outfit. Its been 3-months and their story has changed from we will get a check out to you, to thats not our process and Im not sure why anyone would have told you that. I do quite a bit of business with this cleaners in their ************** location. So this is really disappointing. The item was less than $70. From my perspective this should have been resolved within days, not months. Id like my money back for the garments they ruined.

  

  Business Response

  Date: 02/25/2025

  Hello ***** ********

       We have been trying to reach you. We understand that getting your garments back in less than anticipated condition is frustrating. We would like to have the opportunity to correct the issue. I know you said a redo has been attempted but if you will please drop the suit off at our ********** location marked Attention: Nicki * we will make sure to get this taken care of for you. We strive to do our best in meeting our customers expectations. In the meantime for your inconvenience* I will place a $10 credit on your account to be used at your convenience. We look forward to getting this resolved. Thank you.

  Sincerely*

  Support Team

  Zips Texas

  Customer Answer

  Date: 02/25/2025

  Complaint: 22985975
  
  I am rejecting this response because after nearly 3-months, I just think Zips needs to follow through on the commitment received from ******.  I'm a regular customer and would like to know that going forward I will be treated as a valued customer instead of a number.  If you look up my telephone number with Zips, I'm sure my total for the year since 2022 averages $500 - $1,500 per year.  To have them give me the run around for nearly 3-months is not acceptable.  They have already attempted a redo and at the time I picked it up the 2nd time was advised they could not do any better.  I received an apology and was asked to send the receipt for the garment.  I did that within a week.  So, at this juncture I would prefer not to attempt a 3rd cleaning.  It feels like I'm just being taken advantage of and I don't like it.  I need to take a stand against this type of treatment.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/23/2025

  Hello ***** *******,

     As we stated before, we have tried multiple times to get in contact with you regarding the garment in question. We are able to take care of the fabric issue if brought back to our Parmer location (Att: ******* We want to resolve this issue for you but it cannot be done without the garment being returned to us. Please let us know when you plan on bringing the garment back so we can handle this immediately for you. 

  Thank you,

  Zips Support

  Customer Answer

  Date: 04/24/2025

  Complaint: 22985975

  
  I am rejecting this response because:  Actually, you attempted to re-clean the garment at least once after the first time and the person at the counter advised me when I picked it up the 2nd time to start the process of requesting payment.  She advised it could not be clean.  

  The last service I had with you I think was the early part of April 2025.  I will not be returning.  You're welcome to take a look at my phone number in the system to share with your team the business this has cost you.

  
  Regards,
  
  ***** *******

  ************ or ************

  

  Business Response

  Date: 04/24/2025

  Hello ***** *******,

     We are sorry you feel that way. We were willing to get your garment back to its original look. It was our understanding that this was a simple matter of the material shedding/pilling. We could have taken care of that for you and returned the garment back in a ready to wear again state. Sometimes these things occur during the cleaning process of certain materials, it does not mean that the garment is irreparable. Please let us know if you change your mind. Thank you and have a great day!

  Support Team

   

  Customer Answer

  Date: 04/24/2025

  Complaint: 22985975
  
  I am rejecting this response because I have provided text messages between the staff and myself where I followed their instructions.  As far as we know, we were waiting on a refund.  This nearly 4-5 month later resolution of "let us clean it a 3rd time" is really inadequate.  I'm not even sure if my daughter kept the garment.  I know she shared with me that there was no chance she could wear it to work.  I'll find out if she still has the garment and bring it back for a 3rd service but I can assure you it will be my last.  

  I think ZIPS should be embarrassed.  This isn't the way reputable companies do business.

  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Since the creation of the Claim Check CPR # ****** on October 07, 2024, I have had one contact from a store manager, ***** saying the items in question were sent to corporate to be blocked to see if the items could be repaired. That is the last contact *** received. I have called and left numerous voicemail messages at both the ************************************************************ location in ****** ***** where ***** apparently splits her time with no call backs. The items in question are two round tablecloths. One is one-hundred-percent 10-ounce linen, and the other is one-hundred-percent 13-ounce linen. Both were to be dry cleaned, however they were laundered and shrank significantly (8 to 10 inches, each). After approximately 171-days of no customer service, I want both the items returned and I want financial compensation to replace the tablecloths. Both, of the 96-round tablecloths were purchased at ***************. The current price listed for the 13-ounce linen is $66.00 per yard on the Ballards website. According to their customer service representative it will take approximately 10-yards of fabric, plus custom fabrication by their workroom to recreate. The 10-ounce linen is no longer available through **************** but basically the price of the fabric and custom fabrication will be the same. In fabric replacement alone, we are looking at approximately $1320.00. Fabrication, taxes, and shipping will be additional charges.

  

  Business Response

  Date: 02/06/2025

  We are working directly with the customer through email to get this issue resolved as soon as possible. Thank you.
  
  

  Customer Answer

  Date: 03/19/2025

  Complaint: 22883598
  
  I am rejecting this response because: There was some follow up by a gentleman named *** or *****, but that's been 3-4 weeks ago and I haven't heard anything since. 
  
  Regards,
  
  *** ****

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  

  I finally have the tablecloths in my possession. I want to thank you for everything you've done to help me. I truly believe we would not have reached a positive conclusion to this situation without your intervention.

  Gratefully, ***

   
  

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising 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.

  **************** is almost gone at Zips, sadly. Just dropped off my Zips dry cleaning order, and was told by the ladies at the ***************** store that the 50% did not apply to me, since it is only good for people who haven't been in within 6 months. This seems like a deceptive bait and switch advertisement, if not just false advertising, if that is the case. As the text i got says nothing about such a qualifier. *** tried to use other offers at Zips and been rejected with no alternative credits offered.

  

  Business Response

  Date: 04/09/2024

  Hello ***************************, 

      We believe this has been resolved. A few days after the complaint was received, we were able to contact you and a store credit was issued on your account as well as a 50% discount to be used on your next visit. Thank you for giving us the opportunity to correct the situation. We are looking forward to seeing you again soon.

  Sincerely, 

  Support@Zipstexas

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 dropped off my dress slacks (worth $50-$65) at the Zips Dry Cleaners on Parmer Lane.Paid to have them dry cleaned.They were ready October 23rd, 2023, at 5:00pm.After I picked up the slacks and checked them, I noticed damage to the slacks.They weren't in the same good condition they were in when I dropped them off to Zips.The slacks were good quality, and weren't very old (6mos. to a year or so old).I reported the issue with their care of my slacks by filing a damage claim with their store on 12/30/2023.Then today, 2/5/2024, I get a voice mail on my phone from *****. Who stated that their support department checked my slacks, and they claim that the damage is due to wear and tear. And that my claim would not be honored.It was obvious from the hurried nature of the message that they were being totally dismissive of what I was reporting. I had to listen to the message 3 times to hear the callback number, as it was spoken so quickly.This is an unacceptable level of customer service, and I did not have the desired outcome from this business.

  

  Business Response

  Date: 02/09/2024

  Hello *************************,

     We sent an email to you on 2/6/24 requesting a copy of your original purchase receipt for the garment in question. This is needed for documentation and any reimbursement purposes. We will review the information once received and reach out to you as soon as possible. Thank you for being a Zips customer and have a great day.

  Sincerely, 
  ZIPS Cleaners
  *********************
  
  
  

  Customer Answer

  Date: 02/12/2024

  Complaint: 21251714
  
  I am rejecting this response because:

  It does not resolve my complaint. They are requesting the original receipt for the garment (which I'm not sure where that is).
  
  Regards,
  *************************

  

  Business Response

  Date: 02/15/2024

  Hello *************************,

     After closer review of your garment, we believe the pants were brought in with the snag. We process thousands of garments on a daily basis and have not had a problem like this. We understand that this is not the anticipated outcome of your inquiry. Zips Cleaners does their best to provide excellent service to our customers. In a good faith effort to rectify this issue, we will gladly put a $40 credit on your account. You may use this at your convenience.Thank you.

  Sincerely,
  ZIPS Cleaners
  *********************

  Customer Answer

  Date: 02/15/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 brought three items (one dress, two pairs of vintage 501 men's ****** jeans) to the Zips location at **************** on October 14, 2023 for basic alterations: patch and seam repair. I was given a completion date on October 19, 2023. On October 21, 2023, I returned to pick up my items and was only given the dress as "the two pairs of jeans were not yet completed". When I had not heard back from Zips on October 30, 2023, I called and inquired on the status and was told they'd speak with the woman who does alterations as they should have been finished by now. I contacted them October 31, 2023, seeking an update and was told that the two pairs were lost, the tailor is claiming she has no record of them, but video footage proved I'd brought the pants in and they had been placed on her rack. It has been nearly one month since I brought them the jeans, and my jeans are still missing. November 11, 2023, I visited the store and spoke with the alterations lady who told me the had been finished and showed me the log book she keeps of clothing received, however there was only one pair of pants logged in her book. This is the opposite of what the manager told me, as the manager said the tailor had NO record of my pants at all. I have contacted the corporate, state, and social media reps for this business, but no one can apparently tell me where my pants are. I refuse to accept the blatant lies from this company and the run-around I've been receiving. I want my two pairs of jeans, not reimbursement. My jeans were not marked for cleaning, only alterations, so they should have not left the premise. I do not understand how my dress was completed, but my jeans are missing. I am tired and disappointed with the company's response to finding my items in a timely manner and am not accepting to just "email the support team". I paid for a service and have yet to receive the product. This is a hands-on issue that needs to be resolved before further escalation is required.

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I'd like to resolve a claim I filed (claim #********). The missing garments in dispute have been found by the business, so I'd like to close the claim I submitted. Thank you
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/25/2023

  Type:Product 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.

  My garment was destroyed by this dry cleaning store. It was completely ripped in multiple places (I took photos). The store manager - ********, or ****** - took full ownership that his business was responsible for the damage.Picked up my garment on 7/20 when I noticed it was ripped. He told me he would "resolve this" but it takes me about 8 attempts to call the business before I can speak to anyone. No resolution has been promised. I have been told to contact an email address which I have contacted 3 times. No one has gotten back to me.Given the business took ownership for the mistake, they deserve to pay me back for the damages. The dress was in like new condition and I paid $300.94 for it (I have a receipt).At this point, I need them to get in touch with me with a plan, instead of asking me to call and email multiple different people, none of whom answer.

  

  Business Response

  Date: 07/26/2023

  We have been in communication with the customer through email on 7/25.  A reimbursement offer was made following our conditions and liability guidelines posted in store and on the back of our receipts. The customer accepted our offer and we will be processing the check and closing out this inquiry. Thank you

• Initial Complaint

  Date:04/10/2023

  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 brought a designer shirt into Zips on S Lamar to be cleaned, When I went to pick it up the collar was ripped. I filed a complaint and Zips. They ignored my complaint and after calling 3 times, I was sent an email saying that I needed a receipt to prove the cost of the shirt. I purchased this shirt at Assembly ******** - a designer store in *************. ******************************* It was a few years ago before the pandemic hit. The shirt has tags to prove the brand.It was in perfect condition when I brought it in, now it's ruined. I remember paying around $250 for it plus tax.They haven't even offered me any settlement and they still have my shirt in their possession.I am disgusted at how they have treated me. I am very upset they have damaged my shirt beyond repair and insisted on keeping it.

  

  Business Response

  Date: 04/11/2023

  We have been in communication with this customer since 3/29/23 gathering needed information to complete her claim.  Most recently we sent an email on 4/7 offering a reimbursement amount which the customer agreed to with stipulations.  We sent an email on 4/11/23 agreeing to the added stipulations and are waiting on verification of customers name for check processing. We believe this matter to be closed after we receive the needed verification and check is processed. 

• Initial Complaint

  Date:01/13/2023

  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.

  They did not give me a receipt. The email attached is of them saying they have my clothes but when I went to the location they did not

  

  Business Response

  Date: 01/01/2023

  Good Morning,

  This customer is not a customer at this ZIPS. Her address is in ****** ***** and my store is located in ****************** ********. I also checked my customer database and I was unable to locate anyone by this name or phone number in my store's records.  It seems the complaint was sent to the wrong store. Please close this complaint for ZIPS Mount ******. Thank you!

  Customer Answer

  Date: 01/13/2023

  It has been about a month and a half since Zips Cleaners has lost my clothes. I have contacted them DOZENS of times and even visited the store but no one can tell me where my clothes are I need $500 to cover the loss of my missing clothes

  

  Business Response

  Date: 02/06/2023

  Thank you for reaching out again. We have corresponded with you numerous times and are still waiting for you to contact us about someone else's clothes that you received in error. We look forward to speaking with you in the next couple of days. 

  Customer Answer

  Date: 02/16/2023

  Complaint: 18489768
  
  I am rejecting this response because: Zips has  emailed me saying that they have my clothes. They are now holding my clothes hostage because they have cannot find the wrong order I already returned
  
  Regards,
  
  *********************

  

  Business Response

  Date: 03/01/2023

  We do not have any items that belong to this customer. When she advised us that she received items that did not belong to her we assumed that someone else must have received her items. After communicating with all of our customers that used the wash and fold service during that same time period no one reported receiving anything that did not belong to them and no one reported that they were missing anything either. We also have no record of ********** returning anything to the store. We are not holding anything hostage like she is alleging. If we were in possession of her items why wouldn't she have picked up her items when she supposedly returned the others? Our store manager watch the cameras when she claims to have returned the items but there was nothing no record of her showing up and she did not have a conversation with any staff or managers at that time. From the best we can tell she may have received some items that did not belong to her (although no one has reported missing anything), but she did receive all of her items. Her last order was only 11 pounds, which is a pretty small batch of clothes, and we didn't even charge her for the cleaning. 

  Customer Answer

  Date: 03/14/2023

  Complaint: 18489768
  
  I am rejecting this response because:

  THIS COMPANY BLATANTLY LIES.

  In their response they say 
  "no one reported receiving anything that did not belong to them and no one reported that they were missing anything either."

  I have submitted to the BBB emails stating Zip cleaners requested the wrong order back. If there was no wrong order received why would I have received multiple email requesting the order back.

  In anticipation of their lies, I have taken timestamped pictures/videos of the incorrect order and my dropping the order off at Zip Cleaners. So we will let the court decide.

  
  Regards,
  
  *********************

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  The business lost 5 items of dry cleaning from Sept 24th 2022, including 2 brand new dresses and 3 work tops. Numerous phone calls and emails have gone unanswered. No one is taking responsibility for losing items.

  

  Business Response

  Date: 10/31/2022

  Our support team has been in contact with ******* via email and are working towards a resolution. A description of the missing items and/or a purchase receipt has been requested from the customer, but I do not believe anything has been provided. 

  Customer Answer

  Date: 11/05/2022

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/11/2022

  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.

  In March 2022, I took my custom made African outfit that I wore only once to the zips dry cleaner located on Parmer Lane to be cleaned. When I picked it up I noticed the outfit was damaged. The Blue color in the outfit poured in the white color. This should not have happened if it was dry cleaned correctly. I reported it to management and they took it in to redo. Unfortunately they were not able to repair it. I received a call from an employer informing that they were going to get back to me. About two months later, I was not hearing any news and decided to reach out back. I was informed then that the previous management at the location including some employees were replaced because several customers were complaining. I spoke that day to ******* and a woman called ***** who supposedly handle the location on Lamar. ***** assured me that they will do more investigation and most likely pay for my damaged outfit. She called me back once to inform that she was still working on it and then no more update. I called her back several times but she never returned my call. When I went back to the office, I was informed by ******* that he is now in charge and will be getting back to me as they are deciding to pay for my outfit as a settlement. He added that the company has many customers they are settling this kind of issues with. To my surprise it has been soon another month since I spoke to ******* and no one is getting back to me. This is very poor service from the management at zips dry and I dont think it is fair for a loyal customer be treated like this since March 2022. I would appreciate it if BBB can step in and help me resolve this issue once and for all. I got this outfit when I travelled to Africa will my family in May ******************** $200. At this point, I just want them to reimburse me. Attached is a picture of my outfit. My account number with ********************** is my phone number: **********

  

  Business Response

  Date: 08/11/2022

  During the dry cleaning process we adhere to the cleaning guidelines provided by the garment care label. Under federal trade law clothing manufacturers must provide an acceptable method of cleaning. If a care label is not present, then we must assume that all garments brought in for dry cleaning are dry cleanable. The customer stated that "we did not dry clean it correctly". Dry cleaning is literally just putting a garment into the dry cleaning machine and pushing the start button. There isn't a right or wrong way to dry clean an item. If the colors bleed during the dry cleaning cycle it is because the dyes that were used by the manufacturer were not suitable for dry cleaning. This is considered a manufacturers defect, not a failure of the dry cleaner. Given that this was a custom made garment from Africa, I would imagine that there is no care label on the garment and thus no cleaning instructions to be followed. We dry clean thousands of garments every single day, color bleeding is not a chronic problem. When we do experience color bleeding ****% of the time it is a brand new garment and it bleeds on its very first cleaning. If a garment cannot withstand a single cleaning then that is a sign of a poorly manufactured garment, not because of poor cleaning practices. 

  Customer Answer

  Date: 08/15/2022

  Complaint: 17701941
  
  I am rejecting this response because:

  *****, I must say that I am really disappointed after reading your message. First lets tackle this from a customer service perspective. Do you think it is acceptable for me to reach out to BBB before I could get a prompt answer from the business? I mentioned the issue has been going on since March 2022 but not a word was said to apologize to a loyal customer of yours. Is this how you deal with a longtime customer? In your response, you never mentioned the contact I made with ***** and *******. They both acknowledged to me that the handling of my garment was done poorly and were trying to make it right. ***** specifically told me that seeing how this went, I was going to be reimbursed. You mentioned that you follow manufactured guidelines on clothing when dry cleaning an item, but what is your procedure when there is none? I believe the common sense is to take a careful look at the colors in the garment and make a determination if a color would bleed into another thus spoiling the garments; then advice the customer before going ahead a dry clean it. You are supposed to be the expert here and provide appropriate guidance to avoid issues like this. But what is really painful is that I did save you and the employees this burden by specifically letting them know the day I brought it in that the dominant blue in my garment can bleed into the white and that it should be handled with care; I was assured by the rep I spoke to that day that you are used to dry clean clothe with colors like that and it would be done carefully. I left my clothing after being reassured. So what do you say about that? If I were told that day or was given any doubts from your employees about you not being able to handle my garment appropriately, I would not have left my clothe and we will not be having this discussion today. This is why when I came to pick it up and noticed the bleeding of the blue color into the white, they had nothing to say but apologize by taking it for a redo. After the redo, still it could not be fixed and I was given a call from a staff to discuss how we should settle the matter. But then nothing. Do you really think this is fair?  On top of that since I spoke to *****, the actual garment is nowhere to be found. Even ******* could not locate it. So not only the garment was damaged it is also missing. *****, now tell me how would you feel if you experiment a service like this from any company?

  You have the responsibility to make this right and I am looking forward to your response on how Zip Dry Cleaners is going to handle this matter.

  Thank you

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

  

  Business Response

  Date: 10/31/2022

  Our terms and conditions are pretty clear in this matter. We assume that all items brought in for dry cleaning are dry cleanable. The item has no care label or directions for cleaning. We can test the garment for colorfastness, but this is not an exact replica of what happens in the dry cleaning machine. 

   

  The customer stated that we did not "dry clean it correctly". Can the customer please further explain what we should have done differently? 

   

  We cannot "dry clean something carefully". We load it into the dry cleaning machine and hit start, the same way we process thousands of garments every single day. 

   

  If a garment bleeds on the first time it is ever cleaned, then that is clearly a manufacturer's defect and should be returned to place that it was purchased. This garment was not manufactured in a manner that permits it to be dry cleaned. This is not the liability of Zips, this is the fault of the clothing manufacturer.