Need advice - Dodgy drycleaner lost an expensive item with sentemental value Post Reply

[sesim]

I would much appreciate any advice, especially if you had a similar experience.

I left our king size, goose duvet for dry cleaning around late August at our local cleaner. The duvet was a very high quality, designer one given to me & my husband as wedding gift. I returned to pick it up in about 2 wks (mid September), only to be told that it was given to someone else who claimed that it was theirs, as they had lost their paper ticket with the item number. The guy at the counter was apologetic, said he had noted the phone number of the person who took it and he would locate the duvet, clean it again and return it to me. I was apaulled by this to say the least, explained to him that it was a wedding gift and had sentimental value in addition to being an expensive item, I doubted they would return it but said he'd better get it back. I went back two more times to the shop, duvet nowhere to be seen. They took my number each time and never called back with an update.

Finally, I went back today for the fourth time and asked for a full refund. We had a shouting row in front of another customer, he accusing me for abandoning the item there for more than 3 months and remembering it only now. How dare could I ask for a refund now? He didn't offer any apology, accused me of lying and was incredibly rude to even say that he didn't care for my business as he had enough customers. What's even more shocking is that, he showed me a rack with 3-4 duvets, saying that if I wanted a duvet, he can give me one of those !!!! I was furious and left saying that I will sue him and see him in court.

I am appalled by such rudeness, unethical behaviour and bad business practices. I will definitely go to the small claims court but i am wondering if I can also ask punitive damages. To me this is almost beyond the cost of the duvet, how they've dealt with the situation is so wrong on so many levels. Since it was a gift, how do I price the sentimental value of the item?

where else can I complain about this dodgy business?

[ritacarey]

Which cleaner?

[Jonquil]

Certainly we would all love to know which dry-cleaner. He has behaved terribly at so many levels. However, I imagine this is causing you a lot of stress and maybe the best result would be to present him with evidence of the cost of a new duvet plus a small amount and ask him to reimburse you. Let's face it, he's not going to go to the trouble of getting your duvet back or he'd have done it by now. So what he probably needs now is a tangible way to get out of the situation he's got himself into. I often find that stating what I want clearly in monetary terms, usually gets a result. You can then take out your anger by giving back reports on his service on every web site you can find. I think the small claims court is a last resort if he doesn't meet your suggested cost.

[JamPol]

I cannot offer any advice but very strange that the most expensive/good quality quilt was accidentally given to the wrong person. I wonder what he has on HIS bed currently? I wish you the best of luck in getting compensation. Maybe try and google the equivalent for a price idea? Assuming the cleaners are local is there a trading standards department at the Council? There is also reviews on the internet?

[Lynnblackley]

Hi
I used to manage a dry cleaners so I have had a few experiences of these incidents.,the manager has no customer skills at all he should give you a a refund depending on how old the duvet is it used to be a percentage of the value.
If it is new find out the price of the duvet like for like Don't purchase it.also I am sure there is a federation for dry cleaners that you should find it on the internet their might give you some advice.
Get all your information first then go back to dry cleaners don't lose your temper tell him politely what you want leave him your details and give him amount of time to resolve the issue.If he still rude and arrogant just politely walk away
Can I just ask is this a chain of dry cleaners or independent business.
Thanks
Lynn

[sesim]

Thanks so much for all the advice. I am afraid I have already told him the cost of the duvet and asked for a refund after which he flipped and refused profusely, saying that if something was left with them for longer than 3 months, he has no responsibility. It was definitely not 3 months for sure. I don't know if this is true or not, hence my rush to file a court claim if indeed there's a 3 month rule. This is an independent business - not a chain - on Kingston Road in South Wimbledon.

[Lynnblackley]

Ok go on the internet citizens advice type in your subject and it will give you all the advice even the consumers rights act 2015.
Also ask the owner if he is a member TSA
Textile Service Association if he is call them and tell them your problem number is 0207 843 9490
Thanks
Lynn

[jackyboy]

Hello,I had 3 dry cleaning shops in fulham and I run Bristowclean, clearly when you returned for your duvet it was in the 3 month period so that doesn't stand! To implement that rule must have a sign up stating any items left for 3 months or more, no responsibility can be taken.
His responsibility is to compensate for the items secondhand value at the time of the claim, however any dry cleaner with a brain would settle so you are happy,in this day and age of websites like this word gets around and in the long term he's a silly boy!
Trading standards is your avenue sadly lots of customers just can't be bothered
Please pursue its benefits everyone
Give him one more chance to compensate before you take that route
Hope this helps
Gary