The rating for this review is no longer counted due to a response being added, see below for the official response.
Helen, Westbourne Grove
Added: Jun 2015
Extremely poor customer service from the manageress! Left a few dresses to dry clean there for the first time and just picked up to see the dresses still had stains. Nobody bothered to inform me as I was collecting them. When called I was told there were stickers attached saying the stains did not come off. Why did nobody tell me that info in person? The lady did not seem to be interested in helping me on this matter constantly raising her voice and telling there is nothing she can do. Got charged £57 for 2 dresses.
This comment has an official response:I am sorry you feel our customer service is not up to your standard, however, I must stress that when your colleague brought the dresses in for cleaning, they were shop soiled and had stains next to the beaded decoration. Needless to say extra care had to be taken and a conversation regarding this took place between the manageress and your colleague as to the difficulty in removing stains from such delicate items and that there was no guarantee that the stains would be removed (the stain in fact become lighter after cleaning). Your colleague agreed to all this and gave us the go ahead and a ticket was issued for £57 for 2 dresses.
Both dresses were decorated with beads and special care had to be taken cleaning them, hence the price.
I can appreciate you should have been told about the stains on collection, however, it can be difficult to remember to tell each and every customer that stains has not come out of their garments (hence the note on the garment to draw your attention to the stain) especially as we process a large amount of garments on a daily basis. Furthermore, the person giving out the dresses may not have been aware of your colleagues conversation with the manageress. If the person who collected the garments had prompted us, the manageress would have been called to discuss further options.
When you phoned to complain, the manageress did explain the situation to you and offered to re clean free of charge the garments at your risk as further treatment to the stain,in our opinion, could damage the beads; this offer you declined.
From: 99 Dry Cleaners