I'm writing with this complaint because of a problem I recently encountered with your company. I thought someone should know about it. I'm quite furious about this.
I brought our $300 comforter in to be cleaned twice now on 2 separate occasions. On both occasions when I returned to pick it up there was a stain on it.
The first incident happened a few months ago. When I came in to pick my comforter up there was a long black grease mark/stain on it at the top of the comforter where it was hung over the hanger. I was told to come back a few days later so that they could re clean it and try to remove the mark they put on it. When I returned to pick it up a few days later the grease stain was gone. I was hesitant to bring my comforter back in to be cleaned but since I have been a loyal customer of yours over the years I decided that your store deserved a second chance.
The second incident, which just happened very recently, was when I dropped the same comforter off on 6/6/05. When I returned the following week to pick up my comforter, just as the last time, there was a stain towards the top of the comforter. They said they would have them re clean it to try and remove the stain they put on it. After a week passed by I came back to pick my comforter up. I had them unfold it to see if the stain was gone and it was not. It was simply refolded on the hanger with the stain still on it. I was furious and the lady waiting on me said they would hold it over and have them re clean it again. This went on for over a month, every time I would come in to pick it up the stain was still on it. I left my cell phone number and my home number so that the manager could contact me and discuss what they would like to do to take care of this matter. I called a couple days later and attempted to talk to a manager. I explained who I was and what the call was concerning. I was put on hold and when the girl that answered the phone returned she said the manager had just stepped out. I gave her my cell phone number and home number and asked her to please have the manager return my phone call. As of today no one has ever called to discuss or resolve this matter.
I went in today to pick up my comforter (it has now been 1 month & 13 days since I dropped it off to be cleaned). I asked them to unfold it so that they could check for the stain and sure enough it was still there. I told them that it had been long enough and that I would like to know how they were going to take care of this matter.
I brought my comforter in to be cleaned **NOT** to be stained. It was Hatcher's Cleaners that stained my $300 comforter.
The same lady that has been waiting on me nearly every time I came in to get my comforter gave me some ignorant excuse this time saying that the stain was there and that it simply didn't show up until after it was cleaned.
I don't know what fantasy world you people live in but when I bring a spot-free comforter in to be cleaned (solely for allergy reasons) invisible stains aren't just going to appear out of thin air. Gee, maybe if I turn it over there will be an invisible treasure map on it next time that shows up when it's re cleaned.
No manager was brought out to talk to me, the matter is unsolved, the stain you people put on it is still on my comforter and you still have the gall to charge me for this?!? What kind of business are you people running?
I promise you now that I will never do business with you again. I will be telling everyone I know and come into contact with about what has happened and how you ruined my $300 comforter and how terrible your customer service is when even the manager does not return a phone call.
I'm sorry but Hatcher's Cleaners is in the wrong, you stained this comforter and you are the ones that refuse to make this right. You have made a very serious mistake by ruining this comforter, not taking care of this and not making things right for the stain you made.
We are the owners of a local company that deals with thousands of locals and tourists every year. We have always given you business and recommended others to do business with you. However after this I guarantee that this will be the end of any business we, or anyone we come in contact with, will ever do with you.
No matter what the outcome, I definitely won't be a repeat customer. Will I recommend your company to people I know? Definitely not.
Here's what I'd like Hatcher's Cleaners to do:
1. Take responsibility for what you did to this comforter. I brought this item in to be cleaned, not to be ruined.
2. Ensure items you take in over the counter are taken care of, handled properly and safely.
3. When you make a mistake take responsibility for your mistake and be sure the matter is taken care of.
4. Treat your customers with respect, have management contact them, and follow through until the matter is resolved to ensure that you keep their business in the future.
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