I took a $400 (approx.) BCBG cocktail dress to Quality Plus Cleaners to have cleaned and a small sauce stain removed from the skirt in November. This dress was only worn twice. Once at my rehearsal dinner and again at a friend's wedding. I was told that the dress would be ready for pick up the next evening. When I returned the next evening the dress was not ready. The following day I received a call that there were black spots on my dress that appeared during the cleaning cycle. The owner, Hass, was going to personally work on the dress and return it to me. A few days later, the store manager, Emily, called me and told me that the stains could not be removed and that they would replace the dress. They could only find the dress in blue at a discounted price. I turned down the offer to purchase the dress in blue and gave them until noon the next day to find the dress in pink or give me the amount for the dress in cash. I never received a call the next day. I called the store and was told by Emily that they could only offer me 10x the cleaning cost for the dress, a total of $190. I asked to speak to someone higher up. I was called back by the regional manager who gave me the same quote and told me that she did not have the power to refund me the purchase price. That night, I called the owner, Hass, who told me that specialists were coming in the next day to work on the stains. He was going to personally call me the next day to inform me of the outcome. Emily called me 3 days later telling me that the dress had been sent to New York for testing and that they would call me with the results. A week passed and I called to find out the test results and they did not have any information. A few days before Christmas, Emily called me to tell me that the tests came back "inconclusive." She then stated that the stains were probably caused by mold (not identified on the official report) and that they were not at fault. She assured me that I would receive a check for $190 in the mail shortly and my stained dress in the mail shortly after. Now January 31, I have not received my dress or my check. I have called Emily 3 times this week and she has yet to return my calls.
I am very disappointed with the lack of correspondence between employees. I was first offer $300 to replace the dress, which was then negated by another manager just a few days later. I am disappointed with the lack of responsibility this company holds when senitmental items are placed in their care. Finally, I am deeply offended by their lack of customer service and willingness to overlook their promises to their patrons.
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