Mid-November I brought in a winter coat in to have the belt buckle repaired; and if it could be repaired, I wanted to also have the coat cleaned (as I wouldn't wear the coat without a belt). I was told that the job would be complete in a week. I returned and they had cleaned the coat and charged me $12, but had not fixed the belt. I was told they would call me the next day with an update. After not hearing from them, I returned one week later, and was told the tailor would call the next day, but once again no phone call. This went on for eight weeks. (Note: I think the tailor only works two hours a week, as she was never onsite the five or six times I dropped in to check on my belt.) Well after two months, I asked to speak to the manager. I was introduced to a male manager (I am not 100% sure of his name and do not want to risk offending the wrong person , but he had light brown/dirty blond hair and was late 40's or 50), and his only solution was not to offer any apology or honor their -- It is right, on time or free-- guarantee, but instead firmly stated he had to talk to the tailor and confirm that no one ever left me a message and would call me back ""the next day."" This manager seemed very angry/annoyed at having to speak to a customer almost to the point of being confrontational, but in ""his defense,"" it did appear that he had gotten a head start that day celebrating the holidays.
Should also mention that the manager stressed that Dorothys had won Best of Boston awards in the past....I assume this was pre-this manager days at Dorothy's or was just that....the past.
I decided enough was enough (after allowing eight weeks of poor service and then being questioned about ""My story"") and had them return my belt and went to Shea's on Middle Street Weymouth. Sheas was amazing. They were pleasant, and it took them less than 48 hours, and charged me half of the price of Dorothy's estimate. The Shea;s staff genuinely seemed happy to have my business and enjoy their jobs.
Having such a horrible experience with Dorothys, I shared with many and had learned that the down economy has negatively impacted Dorothy's in term of business and service.
I should admit the workers at Dorothy's front desk, did seem to care about my situation. Unfortunately, they were not in a position to help, as it appears that the management does not value customer satisfaction/experience.
So do yourself a favor!...If you need tailoring or dry cleaning, avoid this place!
Pros: Not the only dry cleaner in town
Cons: Management & Service Delivery