Since I don’t have classes on the weekend I spend the better part of it helping my wife and her family at the dry cleaners. They usually give me random maintenance like tasks. Today they gave me a new one that I never expected I would have to do. I got to play the role of manager for the day.
Earlier this week some unruly customer brought in her fur jacket (well the tag reads polyester, but she thinks it is fur). The coat reaked of cat urine (she says it was perfume) and looked like she wore it in the rain and threw it in a pile on the floor for a lengthy period of time.
We cleaned it and did what we could. The coat was slightly singed in random spots when she brought it back two days later and claimed that it was our fault. This is oddly amusing since the equipment washes 100’s of polyester fur garments every month. We were even able to pull a polyester fur blanket off the shelf that was cleaned around the same time and show that it has no damage too it and neither has anything else been damaged.
Having been a kid with a bit of an evil streak for a while I would compare the marks to that of someone taking a lighter to the jacket and quickly putting it out. Playing with the jacket parts of the melted polyester broke off in my hand… after it was just cleaned? Also not one spot was burned to the base of the fabric. It was halfway at most and only on one side. A very unusual burn for something that happened in a dry cleaning machine.
We also don’t use much heat in the dry cleaning machine as well, its not really a dry process. Its just not water based, but a petroleum base. You know that flammable stuff! So if it did get burned, it did so while being soaked in a flammable substance… on just the hood and right side of the jacket.
So we are guessing…, with quite a bit of confidence that we aren’t responsible.
Now to make everything worse, we tried to explain this theory to this woman, and the two guys that showed up with her today.
It started off with just me, then when they started screaming at me, everyone else in the store, the wife, both her parents, and an 80-year old women whom we employ. Which was great that everyone had my back and saw I was out numbered but I thought I was handling myself just fine.
Then after a half hour of trying to get everyone on both sides of the counter to remain rational I threw my hands up and told everyone on my side to get lost and everyone on the other side to shut up and let me explain why its not our fault. This only left to all of them ganging up on me again and us getting nowhere.
They had a computer print out that looked like it was written with Notepad, stating how much they wanted us to pay. (on of the first red flags) She wanted $178 for their Olympia fur jacket, which me (a self-proclaimed Google-guru) can’t find anything close to her jacket worth more than $100 online. Plus some other info and bogus fees that didn’t make sense and then the $28 cleaning bill costs. She didn’t want an explanation, a refund, she wanted a “big” payday. From the looks of her wardrobe and an oily rats nest of a hairstyle, and her goon squad to match, $200 would pay her car payment for the next 6 months.
I’m not an overly fancy person. My wardrobe consists of items from Old Navy and Hollister mostly. But everyone of the jackets I own, even the my red leather jacket I bought in a side street shop in Korea cost more than this jacket, and she treats it like its the holy grail.
I finally played my last card. There is a legal disclaimer on the back of the receipt that, in short, says we are only responsible for giving them what they order. They bring in a dry clean only shirt and ask us to process it through regular laundry we’ll do that. Even if we catch the label which has a great reason how it will be damaged that way. We give you what you want and aren’t responsible for damage done in the cleaning process. The customer is responsible for knowing their clothes, not us. So even if they are right and we had a fluke incident where we burned her jacket, the disclaimer on the back of the receipt and claim ticket they are given protects us.
That didn’t work either. I eventually just gave up and sat there for another ten minutes smiling to these 3 bums who smelled like ash trays and looked as if they hadn’t bathed all week long. Then as my nerves reached their limit I asked them to leave…. then I asked them to leave…. they didn’t leave. Then I asked if they wanted me to call the police. The one guy just smiled at me and said, yes.
I had to instantiate my claim that I will in fact call them and he just wanted to further the instance by saying “are you threatening me now”? “No, I am giving you an ultimatum, leave or I will get someone to force you to leave.” After a long stare with the phone in my hand, I did nothing and then they left.
30 minutes later they came back.
This time only the woman came in asking names and personal phone numbers, and taking a fourth business card. I told her we are not going to pack up the building and go into hiding, she has all the information she needs. She must not have heard me (big shock) and asked again. I gave my first name and said I told her to leave.
Then after seeing them sit in their car for 5 minutes I couldn’t handle knowing what else they wanted and called 911. To my surprise, they were waiting for the police to show up cause they also called 911.
On a brighter side the 911 performance was exceptional. After having to call over having my car broken into in Concord, my brother falling out of a tree in New York, and kids vandalizing my car in Tennessee, I am not only creating a habit of calling 911 where ever I live, but know what to expect in case of an actual emergency. Though with the exception of the kids in Tennessee it did feel like an emergency every time in the past.
Nearly an hour later a cop shows up. We all watch from inside and they swarmed him like wolves going in for the kill. By the time he came inside the cop seemed please to speak to actual humans. Even stated that “they are probably just looking for an easy way to make a fast buck”.
I explained everything to the cop and just said I want to never see them again. Restraining order, bullshit order, I don’t care. They showed up to complain with an Army and a printed list of how much they wanted us to play. This wasn’t an issue with bad service this was harrasment.
The cop agreed with my but also stated his limitations as a cop, then gave me the number of a judge and explained how to get a restraining order. I took it but doubt/hope we’ll never use it.
Once I explained that we told them to leave, they left, then came back, he gave them a warning that if they come back a third time they will be arrested for trespassing.
As of now we are all a little shooken up and a nervous wreck from going through the stress of arguing from them then watching them camp outside.
I actually hope they do take us to small claims court, as I would love to see their faces once we counter-sue for lawyer fees. A nice thing about having a job and an education…. we can hire lawyers. =)
