Complaint Review: Carolina Cleaners - Chapel Hill

On the morning of Oct 22nd, I dropped off 5 shirts, a pair of trousers and a suit for same day dry cleaning and ironing. After collecting the garments at 6:15 PM, I noted that they had not been cleaned nor pressed. The shirts were crumpled and creased and had clearly not been ironed. I returned to the store at 7:30 PM and when I brought this to the notice of Tim (an employee), he refused to acknowledge the lack of ironing and did not honor a refund. When I pointed out that the clothes looked worse that when they were dropped off, he just gave me the manager's name and phone #. There was a breach of customer service in not acknowledging a customer's complaint. The employee was extremely rude and disinterested in resolving the issue. Subsequent to this event, the manager responds to my email with a letter the entire gist of which just cast aspersions on my character and professionalism, instead of addressing their fraudulent behavior. The manager seemed to think that attacking the individual instead of addressing the issue, would be the right thing to do.
An excerpt from his letter follows below:
" As a former Board Chair of the Chapel Hill-Carrboro Chamber of Commerce, and a person who has been in this one business for 22 years, I think you need to work on your own personal skills as you venture off into the business world. You definitely need to sharpen your customer service skills and have a bit more empathy for folks who work at a service counter such as you wish to have one day. After you start your own business, you will discover that employees are worth far more than some, (fortunately few), clients. Good luck to you sir in your business career, I assure you that you will need it."

Laundered
Carrboro, North Carolina
U.S.A.