Advice on making a claim against a dry cleaner?

Peri

I've never had this happen before so I don't know what I should expect.

I have a new cashmere wrap that cost about $138. I wore it to a party and got something on it that I didn't notice that night, so it was dry and kind of crusty. That part is my fault obviously.

But to get it out the dry cleaner (generally viewed as the top notch, elite one around here) must have scrubbed on it, because the patch is now thinned out and fuzzy looking. I complained and left it there for the manager to look at see if something could be done, but I don't see how they could do anything. If they try shaving it, that may take off some of the fuzz, but it isn't like surface pilling so I'm afraid that will thin it out more.

What kind of response is reasonable to expect in this situation? I know they shouldn't owe me the full price...the spill was my fault. But shouldn't they owe me something? It is wearable, but definitely damaged.

What would you do?

11 years ago

General

11 replies

Latest reply was from Laura (rhubarbgirl)

Anonymous

Don't most , if not all, dry cleaners have a disclaimer now on their bills that absolve them of responsibility? They can't possibly guarantee no damage will take place when the stain is unknown and chemicals are in use. I suppose I'm a little cynical now when it comes to dry cleaners, but I wouldn't expect much here.

11 years ago

lisaflex

Veteran

i have had thing gone wrong at our local upscale dry cleaners - they just credit our bill for the amount of what the item cost me.

11 years ago

retailgirl

Veteran

I have had the dry cleaners lose things and they have given me credit for the cost of the item. I have also had some things not done to my standard...and they've done it over. I had a skirt where the lining was shredded and they replaced the lining, no charge, which was good. Recently,I left a pair of (new) pants to have the hems let down, and they shortened them. Couldn't fix that one! They gave me the cost of the pants as a credit to my account, ok but I was still unable to wear the pants! But I work in a customer service environment and we'll do anything to make a customer happy. Dry cleaners don't think like that! And I'm not sure, but I think they carry insurance for mishaps. So: In dealing with your dry cleaner, know what you want, and be firm and polite, and keep going up,the chain of command until you get what you think is fair.

11 years ago

retailgirl

Veteran

11 years ago

Peri

Veteran

Ugh, this is really disappointing. I don't dry clean very often, so a credit isn't going to do me a whole lot of good. I was thinking they would have to give me some cash back. And the wrap is not replaceable and I really liked it. Sad news!

11 years ago

Mia

Veteran

How distressing. I have had similar things happen over the years. I actually take my finest things all the way over town (about 30 minute drive) and pay an enormous amount of money for the cleaning. They are the only ones I can trust not to over press or scrub.

11 years ago

Deborah

Veteran

Peri, when you dropped it off for cleaning, what did they say? Was there any indication that they my not be able to get the stain/mark out satisfactorily.

11 years ago

Anonymous

Peri, don't give up hope. A dry cleaners called me about a piece they said that they had ruined. They wanted to know what they owed e and sent a check.

11 years ago

Peri

Veteran

Oh Joy, I hope you are right. At least a little reimbursement would make me feel better. Actually about 50%...and not in credit... would be what I think is fair.

Mia, this is supposedly the best in town.

Deborah, the counter girl said they should be able to get it out, and nothing about any risk to the cashmere. I don't want to get her in trouble, but I will bring up that lack of warning if I have to!

11 years ago

SandyG

Veteran

My hightly-rated cleaners rubbed a HOLE in my prized silk Chanel scarf trying to get a spot out ... I'd brought it to be cleaned for one spot of salad dressing from a luncheon! Because it was purchased on vintage consignment, I couldn't replace it. After a civil conversation with the manager, we settled on half the value of a new, similar scarf. These instances are highly variable, so don't settle for less than you deserve.

11 years ago

Laura (rhubarbgirl)

(website)

Veteran

Definitely press for a reimbursement, and one in cash (well, check) as opposed to a credit. I used to work for a dry cleaners in my misspent youth, and they should all have insurance against such claims - they happen sometimes, it's just a cost of doing business.

11 years ago

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