Complaint Review: Mint Dry Cleaners - Columbus Ohio

I took a beautiful, handmade Renaissance Faire gown (cost: $345) to them for cleaning (as the seamstress had instructed). The gown was made from a very heavy velvet and a very heavy blue/gold brocade and included the skirt, a metal-boned bodice (2 pieces) and 2 detachable sleeves.

When I took it to them, concerned about whether dry cleaning would be the best thing, I was assured that it would be no problem at all; the employee on staff told me that they cleaned lovely garments like this all the time and the only thing she was concerned about was that the metal-boning in the bodice would snap in half in the machines if they washed it. I assured her it wouldn't, but she insisted that I sign a waiver, anyway, which I did.

4 days later, I received a garbled call stating that my 'cheap, weak material' garment had ripped and to please call them. When I received the message regarding the sleeves, I returned the call and was immediately told that the fabric of the garment was obviously weak (NOT the seams, and this was before I was even told what actually happened to it by the employee I was talking with). I said I would come in and look at it.

When I got there to pick up the gown, the gentleman at the desk immediately began telling me the same thing; the fabric was 'weak' it was obviously 'cheap' and it was just too bad for me. They did not offer to discount my cleaning, repair the damage or offer any kind of solution or restitution at that time.

I went about having the sleeves repaired by the woman who made them for me (at a cost of nearly $60 after shipping and repair costs) and filed a report with the BBB.

The company's first response to the report was to LIE about what the employee had said to me, claiming that she had never expressed that the dress would be fine and that's why she had me sign a liability form, which is an absolute falsehood. I explained that the boning was the reason she'd had me sign and that she'd said nothing about being concerned about the material or seams.

In their second response, (in which they claimed that their first response was miscommunicated and they admitted that they had NOT said anything about the material or seams, but since I'd signed a general release, that didn't matter) they claimed that I should not have accepted the garments if I wasn't happy, should have said something to them about it and shouldn't have signed the release if I was worried about the dress being ruined.

Their claim that I 'shouldn't have accepted the garment' is absolutely ridiculous. This is not a garment that they MADE for me, that I can refuse delivery of; it was MY garment and refusing to accept it wouldn't have done any good since THEY aren't out anything if I do that. Refusing to pay would have simply meant that they would have refused to give me my items back.

I explained that the fact that both employees had continued to harp on the fact that I had apparently chosen such a 'cheap' and 'weak' garment led me to believe that, even had I complained, I would have been told it was 'just too bad' and that there was nothing I could do about it. I find it hard to believe that a business willing to cooperate with me would have started out by calling my $345 garment 'cheap' and 'weak,' as though they were trying to convince me that it was not their fault.

I also reminded them that they hadn't expressed any concern over the material or seams, so I had no reason to be concerned that they would ruin it.

I finally called to speak to both the employee and the manager to see if we could work out exactly what was said and figure out what could be done and I was hung up on by BOTH of them after I wanted to know what would have been done if I had complained at the time, rather than filing a complaint with the BBB (which is REALLY what they seemed angry about, not that I wanted them to reimburse the cost of repairing the sleeve).

I was given the run around and they are offered excuse after excuse as to why they should not be responsible for the damage they did; "The fabric was weak." I prove it isn't, then "The seams were weak." I insist it isn't, then "Well, why did you take it?" I explain and then, "Well, then why didn't you complain when we gave it to you?" I explain, and then "Well, too bad, you signed the release."

The BBB was unable to help because the form was signed and, as far as they are concerned, the business met its obligation by proving that it was not required to do anything in resolution.

I absolutely understand that the form was a general liability form and since it was signed, they feel that they should not be responsible, however, I feel that they are using false pretenses to cover damage that they are aware they should be responsible for.

In my opinion, this situation is similar to telling a customer that they should sign a general liability form because the cleaners were worried a button ia going to fall off (which, of course, the customer would do because they aren't really concerned about a button falling off; it's easily fixed) and then the cleaners claiming they aren't responsible when they completely destroy the shirt because the customer did sign their liability form, but due to another reason given. I believe that they are exploiting the situation and I feel it is an unfair business practice.

DO NOT use these people. Their readiness with excuses and refusal to accept any consequences of their poor quality service lead me to believe that I am not the first, nor will I be the last, person to have had issues with this company.

Lbrado

Dublin, Ohio

U.S.A.