HELP! I'M HAVING A PROBLEM WITH MY CLEANER!

Dry cleaners are among the hardest working small business people in the country who take their job very seriously. They are responsible for providing one of the most valuable and time saving services that consumers have come to depend on: To maintain the beautiful appearance and professional image to the most important people in America...YOU.

Most dry cleaning businesses are family operated and provide this service in an outstanding manner. The cleaner's job is often made more difficult because of the clothing manufacturer's constant quest to produce a garment at lower costs and higher profits year after year.

Although organizations are constantly working for you and the cleaner to keep the quality of garments and their cleanability up to the standards you deserve, they are not always successful. Unfortunately, clothing manufacturers do not always concern themselves with the serviceablility of the garment.

Consumers often have frustrations with their cleaners because of garments not holding up to their expectations. Sometimes the cleaner is at fault for a problem, and often times the customer blames the cleaner since they are the last ones to have handled a garment, although in many cases, a problem can be traced back to a fault in the manufacturing process, where manufacturers cut corners to lower their cost.

When a problem arises with a garment, a responsible cleaner will discuss the problem with you and offer to help in determining the cause, or work with you to reach a favorable solution.

What To Do When a Problem Occurs With Your Garment

Your favorite sweater shrank, your new pants puckered, and the colors in your designer shirt ran. You're furious. Don't toss the clothes out just yet. If you followed the cleaning instructions on the care labels, you can return the garments and ask the retailer for an exchange or a refund.

Often, the consumer is reluctant to approach the place of original purchase due to the fear that they will not be responsive to solving a problem. When facing the unpleasant task of resolving a problem with a garment that has given unsatisfactory service in wear or cleaning, we suggest the following:

1) Discuss the problem with your cleaner.

2) Then, approach the clothing store to discuss the problem, ask to speak to a manager or the buyer, a clerk will often not have the experience or the authority to resolve a problem. Someone in their organization will likely be concerned with keeping you as a satisfied customer even if you have to see the store manager. If the owner of a small dry cleaner is expected to be responsive, why not a manager of a clothing store?

And remember, always purchase from a store that has a reputation for standing behind the merchandise they sell, catalog sellers often have the most liberal policies for customer satisfaction.

For more information and other remedies available due to improper garment labeling please visit the Federal Trade Commission web site at: www.ftc.gov/bcp/conline/ pubs/buspubs/comeclean.htm.

If Your Clothes Are Damaged or Missing

Very rarely, your clothes might be damaged or lost while at the cleaner. If you notice that a garment is missing or is damaged it is in your best interest to notify the cleaner immediately. A responsible cleaner will discuss the problem with you, offer to help in determining the cause and work with you to reach a favorable solution.

If your garment is missing, give the cleaner a thorough description of the garment so he can search for it. In rare instances the garment may not be found and your cleaner will discuss possible remedies with you.

If your garment is damaged notify the cleaner and show the damage to him. A responsible cleaner will investigate the problem to determine if the damage was due to improper cleaning, incorrect information on the garment's care label or a deficiency in the garment. Sometimes, a cleaner will ask to send the garment to a laboratory for analysis to determine the cause of the problem. If the damage is determined to be the fault of the cleaner he will discuss possible remedies with you.

A good rule to follow is saving your receipts whenever you purchase a garment. Having a receipt can be of great use in determining age of the garment and value.

Remedies for lost or damaged garments may include a full replacement, reimbursement based on fair market or depreciated value or credits to your account or bill.

There's a Problem and My Cleaner Won't Help Me

Unfortunately, you've tried to work out your problem with the cleaner and it's not going well. In California there is no state agency that regulates the dry cleaning industry in regards to customer complaints. The California Department of Consumer Affairs will refer you to one of the following:

California Cleaners Association
California Cleaners Association has a customer complaint mediation program assist with problems involving cleaners who are association members (a list of members is on this website). E-mail the CCA office with a description of your problem and the name of the CCA member cleaner and we will send you a mediation form.

Please note that CCA is a voluntary association and has no jurisdiction over non-members.

Better Business Bureau
The BBB will write a letter to the cleaner outlining your complaint and offer to assist in finding solution. Like CCA, the BBB has the most impact when the complaint is against a cleaner who is a member. You can find your local BBB office in your phone book.

Small Claims Court
Small Claims Court is often considered as a last resort but might be your most powerful option. All the information you need can be obtained by calling your local Municipal Court. You can find your nearest courthouse by checking your phone directory.

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