City Style Dry Cleaners

I've lived in the area for the past year and I've used City Style Dry Cleaners many times and have always been very happy with their dry cleaning services. However, I recently brought in a large cushion that needed a new zipper. I asked them if it was possible to replace the broken one with a good industrial-strength zipper, and that I didn't care about the colour of the zipper matching the cushion since it was hidden anyway. I told them that I was willing to pay a good price if they could help me since I realize it might be an unusual request. They told me it was all good and they will call me back once it was ready for pick up.

I called them two weeks later asking for an update since I haven't heard anything and they said the cushion is ready for pick up! I was excited but when I picked it up, I realize that they actually haven't replaced the zipper but instead sewn the part that kept breaking shut. I was very unhappy as they charged me for a zipper. I went back and asked what was the reason for not replacing the zipper and they explained that it is very difficult to find a zipper of that length of the same colour. First of all, I already explained that I didn't care about the colour but whatever, that might have got lost. I was okay with that but they really should have told me in advanced so I could have taken it elsewhere. They also sewed it without asking me first since the original request was the replace the zipper entirely, not to fix a broken one. It was then agreed that they would at least replace the runner of the zip which was causing a lot of the issues and that they would issue a partial refund since the actual zipper was never replaced. However, the refund could not be performed on the spot and that they would call me back later to do it over the phone.

A few weeks pass and nobody called me to issue any partial refund or give me any credit to the store. I called them to ask what was going on and I spoke with the rudest person I have ever come across. After explaining the situation, the staff immediately started to yell at me, not giving me a chance to speak and kept telling me that they've put in a lot of hours and effort into replacing the zip and that I shouldn't be calling them for a refund. He kept patronizing me, calling me "buddy" and gas-lighting me as if I was the in the wrong. He then went on and asked if I realize there's something called COVID-19, as if that's an excuse for their extremely bad and rude customer service.

If I could give this place a 0 star, I would. From the beginning of this transaction, I explained that I was willing to pay a decent price to replace an unusually long zipper. If they couldn't do it, I was happy to take it elsewhere, I never pressured anyone there that they must do it for me. I just wanted an honest service, and all I got was gaslighting, dishonesty, and extreme rudeness.

Tip to management: if your business is failing, the last thing you want to do is to alienate your customers.