Dry-cleaner vs manufacturer- who is responsible?

[Drappa]

I was wondering if anybody could tell me who is responsible for this dilemma. I have a cream coloured winter coat with big black buttons, which cost £200 new and which is 2-3 years old. I only got it dry cleaned for the first time last week, and apparently the label just stated it was a P. The dry cleaner phoned me to tell me that the black buttons were not colour proof and have bled all over the front of my cream coat! They also said that they covered the buttons, but it happened anyway. The manager is willing to write me a letter stating that they followed the instructions, and suggested I contact the manufacturer for a refund. I emailed customer services for both the shop I bought it from (twice, since they ignored my first email), and the actual designer (since they have a website too). The shop has not replied to me whatsoever, and I can't find any contact info for their headquarters. The designer cs rep just emailed me and said she also has this coat, and that the label states the buttons need to be covered and that it is the dry-cleaners fault. I am livid. However, I have no idea who to confront, because nobody wants to take responsibility, and I have a ruined coat. I haven't picked the coat up yet, so don't know how bad it is, but am sure it isn't wearable as is. Any thoughts?

 

[scottyrocks]

Just because the dry cleaner says they covered the buttons doesn't necessarily mean that they did before they cleaned it, or at all, and are possibly atempting to cover their tuchas after possibly seeing the label after they worked on it.

Despite that, the manufacturuer can claim that the dry cleaner did not follow the instructions properly, and the dry cleaner can say that they did, and the buttons bled, regardless, no doubt blaming it, even if not saying so directly, on poor design.

It's looking liek a small claims court outing if neither side takes responsibility because it is certianly not your fault.

 

[Rosie_Beau]

If it was me in this situation I would:
a) cry
b) go to my local trading standards office (after I'd finished crying or else look crazy)
c) try and get the coat dyed a different colour

I know it doesn't fix the problem but perhaps it will salvage something from the situation.
Hope this helps!
xxx

 

[Drappa]

Thanks for your replies
I didn't cry, but I did phone the local trading standards office and they gave me templates for letters to write and also said I had possibly two cases and could pursue both or either one. The shop has no emailed me back and asked for photos of the damage, after which they will make a decision. The designer of the coat (who also sells from their website, but makes this cheaper range for the shop) said they looked into their stock to see if they had any replacements or fabric left to repair, but didn't. So they offered me 20% off a new coat from them (which I still can't afford, as they cost nearly £400). The dry cleaner I will go to tomorrow, but I also told the nice lady from the standards agency that I couldn't really prove whether the dry cleaners did cover the buttons or not. They have in the past cleaned another coat with similar buttons form the same brand, and it turned out fine. I am just so frustrated.

 

[Miss Golightly]

I'm sorry to hear about your coat Drappa and hope that someone takes responsibility for the damage.

A girl I worked with had a very expensive Louboutin cream suede handbag and one day whilst wearing a black coat the dye from the coat went all over her bag but a specialist cleaner was able to remove all the traces of dye - this was done in the UK as well (where I have no idea) but could be worth looking into?

 

[Miss sofia]

I'm so sorry to hear that Drappa, i really feel for you. Miss G suggested a good idea of maybe trying a specialist cleaner. If cream suede can be cleaned successfully then i don't see why your coat wouldn't come up a treat. I would then ask the dry cleaners to foot the bill, as basically it was damaged whilst in their hands. I do think though going the small claims route is still an option. Too many manufacturers and businesses get away with shoddy behaviour like this, as the general public can't be bothered or are too afraid to pursue things further.

 

[Drappa]

I'm starting to think that it is really the dry cleaners fault after all. I'll drag hubby there tomorrow to have a look. They did say if I could cut the buttons off, they could clean it again and think the dye would disappear, but I'd have to attach the buttons again. And obviously the buttons are somewhat ruined. I think she actually said one broke, but not sure. Sigh.
I am not sure about finding a specialist dry cleaner where I live- it is hard enough to find just a dry cleaner.

 

[scottyrocks]

What kind of buttons are they that they'd run? Dyed leather?

 

[Louise Anne]

My advice would be to write a letter to the owner of the dry cleaner and use a signed for delivery service

The key things is what they said to you when they accepted the clearing of the coat, did they point out that they could be any problems?
they cannot have done or you would not have gone ahead!

In a letter I say keep it simple ,and formal maybe get a little advice first from say http://www.citizensadvice.org.uk/index/getadvice.html as to what to put in it

The key point I feel is that they are reasonable and did not point out there would be a issue, and they should put it right to your satisfaction, if they cannot then you would accept full compensation for a brand new coat.
also say that this should be resolved within a reasonable time scale I say 28 days from the date the letter was signed for , after that you will take further advice on this matter and may take it further (do not say what this wall be just leave all your option open at this stage and let them guess)

The point of this is that if you did take the legal way them it's important to show you given them all reasonably option to sort it out first which is important in any court room.

 

[Kate O Potato]

Top notch advice, Paul!

 

[Drappa]

Yes, thanks Paul! The buttons are painted metal apparently. I'll be going there later to see how bad it is.

 

[Drappa]

Well, I was prepared to go to the dry cleaners with guns blazing and to stand my ground, but was completely deflated after they brought out the coat. The inside tag says P and doesn't mention anything about delicate or specialist dry cleaning or covering the buttons. Moreover, they had covered the buttons (foil was still on), but one of the (what turned out to be plastic) buttons has literally melted and broken off. The dye bled all around the areas where they are fastened, and all over the collar.
All in all, I can't see how the dry cleaners would be at fault. They followed the instructions and the coat clearly didn't stand up to it. The manager is writing me a letter and I'll be complaining to the merchant. Thanks for all the advice to all, it has been very helpful.

 

[Idledame]

I used to work in a dry cleaners, and always thought it ought to be a law, or at least a rule that the buttons or decorations take the same cleaning method as the garment they're attached to. Some garments that came in we had to remove the buttons before cleaning and sew them back on afterwards. And we had to do it every time they came in! So much hassle and expense and upset would be saved if they just put the right type buttons on to begin with! Hope it all works out for you.

 

[lareine]

What a nightmare. I know there are some brands (Karen Millen springs to mind) that many dry cleaners won't touch because they just aren't well made and they fall apart or get damaged during cleaning. Sounds like you have found something similar. I hope the shop takes responsibility as it really does seem they sold a garment that wasn't fit for purpose, even if it took you a while to find that out.

So sorry about the damage to a beautiful coat

 

[Drappa]

Thanks again everyone. Funny you should mention Karen Millen, my dry cleaner said they have had expensive coats by Karen Millen do the same thing, and that coats are supposed to be tested with all their decorations and buttons, again and again, to see if they hold up.
I finally got a response from both the designer customer service rep and the merchant customer service rep. The designer rep firstly blamed it on the dry cleaner not covering the buttons and when I countered that they did, they said they could not refund me as it was the merchant's responsibility, but that they had looked for a replacement or some of the old fabric, but found none. Instead they offered me 20% off a new coat, which I still can't afford as the main line is really expensive.
The merchant cs reps (since I got emails from four different people in the same day) firstly demanded photos, then blamed it on the dry cleaner, and were very pushy in wanting my details and where exactly I bought it. He also told me the 30-day return policy had expired! Then one of them had the audacity to tell me that he can't find that item in their records anywhere even though I "claim" to have it bought from them.
At this point I sent a very sharp email back telling him that the designer told me they made 800 of these for his store and perhaps he could google the name. I also told him I have the coat in possession and didn't steal it, so was happy to send it to him for inspection, and that the 30 day return didn't apply in this case but I was covered under the Sales of Goods Act for 6 years. What nerve, calling me a liar and basically saying it wasn't their item and I made it all up! They didn't actually believe me until I forwarded an email from the designer, so the case has now apparently gone to upper management. It's almost enough to make me want to give up. You'd think that huge stores like that would have records of their items, and also some sort of budget for things like this. It's not a small neighbourhood boutique.

 

[Tomasso]

It's almost enough to make me want to give up.

That's their plan of action. Tell all three (store, cleaners, and manufacturer) that if you are not made whole that you plan to litter the Internet (blogs, fashion sites, Yelp, etc) with your story. Businesses at all levels are learning to respect the power of the interweb. In short, tell them all that you plan on being a very squeaky wheel and it would be best to commence with the grease.

 

[Drappa]

That's their plan of action. Tell all three (store, cleaners, and manufacturer) that if you are not made whole that you plan to litter the Internet (blogs, fashion sites, Yelp, etc) with your story. Businesses at all levels are learning to respect the power of the interweb. In short, tell them all that you plan on being a very squeaky wheel and it would be best to commence with the grease.

Thanks for the advice I have already tweeted about the merchant and designer and tagged them in the tweets - they seemed to respond a whole lot quicker after that!

 

[scottyrocks]

There are businesses like this. Deny and lie. They bank on the consumer giving up. I encourage you to keep going, especially since you are a true victim here.

 

[Drappa]

Thank you, I'll definitely try.

 

[ZombieGirl]

There are businesses are like this. Deny and lie. They bank on the consumer giving up. I encourage you to keep going, especially since you are a true victim here.

I agree. It's more important than ever than you see this through. They've tried multiple times to strong arm you into giving up and it's very wrong of them, ethically if not legally. Wishing you the best in this!!!