ComplaintsforPride Cleaners

• Initial Complaint

  05/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came to Pride Cleaners on Wednesday afternoon to drop off clothes I needed dry cleaned. At the drop off, I went through the garments one by one with the worker, making note of each pieces uniqueness. Each item was marked with “special instructions care”. I just came today to pick up my item and after getting home realized multiple items are ruined now. It appears none of the special care was actually done. These pieces are ruined beyond repair. They were also practically brand new, heading to the dry cleaners after one vacation with them after purchasing. So on top of paying the store the money I owed, which I don’t feel they deserve at this point. I am also out the money I spent on these garments - they are also not replaceable as most of them are now sold out from designers that do limited drops on their clothes. One of the items that was ruined - the most upsetting one. Is a pair of ‘clay dyed cargo pants’. The pants had the “clay dye” color of them completely stripped and rinsed. Causing them to go from a deep brown to a grey color. Another item ruined, was a bucket hat that they shrunk too small for my head. Which makes no sense because they had two of these bucket hats. One of them came back and still fits my head but the second one came back and is way too small now, can not even wear it. The last TWO items ruined are - exclusive music festival sweatshirts, that can not be purchased any longer due to them being exclusives. I specifically told them how to wash correctly, to avoid cracking the print design on it… however, these also came back being cracked, and not in one piece any longer. All of these clothes combined had a value of around $600 and are now ruined. As well as paying the store the $96 to have them clean (ruin) them. I have come to the BBB to get a solution.

  Business response

  05/09/2024

  Hello,  We would be happy to look at any of the items you say are damaged if you would like to bring them back into our store so they can be sent to the corporate office.  

  I did talk to the manager for assisted you at drop off.  She told me that you both went over ever garment and she discussed the risks with cleaning them especially since none of your items had care labels on them.  She also had you sign a release stating that you understood the risks.  I cannot promise that we are going to be paying for any of your items, but we are happy to take a look at them. 

  Business response

  05/20/2024

  **** ***** called and left a message for the customer on Monday 5/13 and has to received a call back from the customer. Please feel free to call him at ###-###-####

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: my voicemail box never received a call from ****.  Or sure what number he has on file. I gave my number to ****** as ###-###-####. It’s been a number of weeks since my complaint. I would love for this to be resolved. I’m a working man and am not wasting my time coming to corporate office til I have spoken with gene and ensure my time won’t be wasted coming in. 
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my suit for cleaning during Covid. After 9 months I went in and dropped off additional clothing. They informed me my suit was ready. I asked if I could wait and pick it up when I picked up the other items I was dropping off, and was told 'Yes'. When I went to pick up the other items, I was informed my suit was donated because of their company policy for length of time of keeping the item in the store. When I informed them that their representative told me the item would be help until I picked up the other items, their response was 'too bad'.

  Business response

  11/16/2022

  This customer and I have been emailing about his missing suit since Monday.  The suit was left in our store for over a year and he had been informed multiple times in different ways that he needed to pick up.  After a year the suit was taken out and donated.  According to the customer he paid $300 for it in 2018.  He is being offered $200 for the depreciated value of the suit that was donate. 

  Customer response

  11/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 2 Dress Coats to new location a* **** ******* *** ******* *** *****, on Monday September 26,2022. One coat was black and had lent on it I asked the clerk If this lent would come off. Her response was sure On Thursday September 29th I went to retrieve my two coat. The clerk didn't show them so I looked for myself. The black coat appeared still soiled and more lent than before on it. I did not want a redo. Wanted to take my item elsewhere. The clerk said I would have to pay for it. I said why because service was not rendered. The police was called and I ended up paying for the coat I feel ***** and tricked out of my money. The clerk said if I do pay and take the coat I would be stealing. My coat is a ****** ***** a 200 dollar coat. Can you help me. There was no service rendered. As you can see the date says Friday September 30th. Today is Thursday the 29th. Fraudulent.

  Business response

  09/30/2022

  I agree with our employees that we are more than happy to redo your coat for you and since it you already paid for it, it will be redone at no charge.  Since you are stating that it came in with lint on it already we would have no way of knowing if it had more or less on it than before cleaning.  I apologize that they didn't take the lint roller to your coat long enough after the cleaning. As for the police showing up, you are the one that flagged down the police officer and he also agreed with us that we preformed a service which you needed to pay for.  

  But regardless of all of this we would be more than happy to redo you coat at this point at no charge. 

  Customer response

  10/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I asked if I could take my item somewhere else and not pay for it. The answer  was no. Had I not brought the problem to your  attention  from the start  then you  cannot  say it's  my fault. If you could not get it right the first time, why would I allow a second. This action was take the coat and it does not matter if we cleaned it

   You will have to pay to get my 200.00 coat back. I feel this is faulty.  Now I see why your window at you store is broken out. You all are preforming  bad service. The threat of the Police was brought to my attention  first from you clerk

   Thats  why I flagged the down. This tpye of  business is nonsense. To force someone  to pay for something that was not done. I want my money back. It is the principle  of the situation,  not the money.
  
  Regards, **** ***** **** *****

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/2022, I dropped off 11 items for cleaning. 2 Pieces for laundry: 1 - ****** ****** long sleeve dress shirt, 1 - ***** ****** long sleeve dress shirt 9 Pieces for dry cleaning: 3 - ***** ****** short sleeve polo shirts, 1 - ******* short sleeve polo shirt, 1 - *** **** Dress, 4 - dress pants I picked the items up on Friday 6/24/2022. On the morning of Sunday 6/25/2022, I discovered the clothes could not be worn unless I ironed them. They were poorly/unprofessionally pressed. The condition of my clothes did not come anywhere near the quality I would expect having paid $80.58. I returned to the store around 1:00 pm on Tuesday 6/28/2022 and showed the young lady at the counter the poor condition of my clothes. She asked if I would like the clothes redone? Based on the poor quality of the 1st time, I do not trust that doing it a 2nd will make a difference. I have invested in my clothes and cannot afford unnecessary processing which overtime does degrade the color. Based on that, I declined and asked for a refund. She called her manager, whom she said would have to authorize her to issue a refund. She spoke to the manager on the phone to explain the situation. The manager made the same offer to redo the clothes. I relayed to the manager, through the employee, that was not acceptable. The employee informed me that the manager said I would have to contact the corporate office. She handed me a business card and told me to call the corporate number highlighted on the card: ************. I called ************ at 1:33pm on 6/28/2022 to speak with someone about my complaint. I got voice mail, so I left a detailed message along with my call back number. By Friday 7/1/2022 I had not received a call back, so I called ************ at 3:16pm on Friday 7/1/2022. I left a message requesting and call back. As of Monday 7/5/2022 at 9:45am, I have not received a call back to discuss my complaint and request for a refund.

  Business response

  07/06/2022

  The customer was offered a redo at no charge before he had even left the store with his garments and if he didn't want to do that he could pull out the items that he felt were not done correctly to have us look at them and possibly make those free of charge.  He refused to do either of those options.  

  We are still happy to redo the items at no charge if he would like or we would be happy to give him an instore credit of his total.

  Customer response

  07/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because it is not true. The ONLY option I was given was a redo. I declined that offer and was told that is all the manager had the authority to provide. I asked to talk to a manager that could give me a refund and I was told to call the corporate office, which I did. No one answered the phone, or returned my messages which I outlined in my original complaint. 
  
  Regards,
  
  *****

  Business response

  07/12/2022

  Yes please bring in the three shirts you showed pictures of and we will redo them at no charge. i apologize for the pressing not being as good as it should have been. We will get them done right away for you.

   

  thanks,

  Customer response

  07/21/2022

  I went back to Pride on Wed. 7/13 to have 10 off the 11 items associated with the subject complaint redone. Although still not to the quality I would expect, there was improvement on most of the items. However, the quality on 4 shirts was still poor/unacceptable (see attached photos).

  For those 4 shirts, I would like a refund. 
  
  Please let me know next steps.  
  
  Thanks
  

  Business response

  07/22/2022

  We would be happy to refund you $20 for these items that we were still able to get correct for you. If you could please provide me with a good mailing address I will get this check mailed out to you. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a long time customer since 2005. I took my clothes to the **** ****** store about 5 weeks ago, on I believe 3/24/22. I came back to pick up my clothes on 3/30/22, and the associate could find no record. Finally she located something at ***** ****** store. I drove to that store. Find out that they only have three of my items. They have been unable to locate four of my shirts. Since then nothing but the run around. I have called and drove to the Corp office. I kept calling and left my number with the associate at the ********* location. I have yet to receive a call back. I contacted the ***** ****** store again about the rest of my order, they have nothing. They contacted the **** ****** store, which did call me. The manager promised me she was looking into it, and would call me back the next day. Needless to say no call back. I kept calling the store, no answer. Finally a week later, got a hold of the manager, who said she turned it over to the GM who would contact me. I have yet to receive a call back from the GM. I was told that I would receive a claim form in the mail. I have yet to receive one. I am a VIP customer, who has spent thousands of dollars at Pride cleaners. I am so disappointed in this treatment. Their name use to say it all. I use to get my suits beautifully done, but the last three years the standards have went down considerably.

  Business response

  04/27/2022

  Hello,

  I apologize I have been out of town and was informed that this situation was already taken care of.  What items are you missing exactly?  Everything must be entered into our computer system with the item (such as pants), the color and the brand name.  They also always get a barcode that is assigned to your account so they will not be able to put them under another customers name. But if you cant tell me exactly what it is that you think you are missing then I would be happy to search for them. 

  Customer response

  04/28/2022

  Four shirts: 2 white Stafford dress shirts. 1 of white creme colored Italo Mondo dress shirt, and 1 French cuff black and white pin stripe dress shirt. I don't recall the name for last one.

  Business response

  05/09/2022

  I do believe I found 3 of the shirts that you are looking for at the ***** store.  The manager will be calling you shortly to have you come identify them.  I do not see any record of the 4th shirt but I would be willing to give you a store credit for it. 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off 3 items in September to be dry cleaned. The items were a comforter, a navy suit, and a gray ********* winter coat. I went to pick up the items in mid-November and only received the comforter and suit. When I asked about the missing coat, they said they’d look for it. I called back the following day where I was told it probably got thrown out due to being there for 90+ days. It had NOT been there for 90+ days. I was then told it was because it got categorized as a “no-name” item which makes no sense as it was dropped off with 2 other items I received back. I was told the assistant general manager would call me but never received a call. When I called back again, there was a brand new manager there who had zero notes or knowledge about the missing coat. She said she’d look into and I’d hear from her or her manager. Again, never heard back. That coat was $150 and a gift from my late father in law. I’ve gotten nothing but a run-around, what appear to be lies & excuses, and overall very rude communication. Additionally, when I picked up the comforter and suit, I was charged twice for the $62 total. I have brought this up several times but have yet to receive a refund for the double charge. Supposedly both managers there have looked for this coat and it’s not there which tells me that someone took it or threw it out without my knowledge.

  Business response

  12/07/2021

  Hello,

   

  I have been looking into this situation for you and will make sure we have a resolution for you by the end of the week 12/10.  In order to speed up the process on our end if you would like to give me the original cost of the coat, when it was bought and a good address for you.  This the information I will need in order to turn in a claim to get you reimbursed for your jacket if I can not track it down by Friday. 

  Customer response

  12/08/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Here is the information requested:

  The coat was a bought in November of 2017 from ********* & was $150 at the time of purchase. My address is *** ** **** ****** *** **** ****** ***** ** *****. Do you have a solution to the double charge when I picked up the suit and comforter. I believe when I originally submitted the complaint, I included an attachment of the bank statement with both payments posted. 

  Thank you!

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

  Business response

  12/14/2021

  We mailed a check last Friday for the amount of the garment and the double charge refund.  Hopefully you have received it by now. 

*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. ↩