I've been taking my basic cleaning to Steamer for several years now and I have enjoyed good service. However, I had quite a large problem with a special item I took in last spring.
I took in several regular items along with a shearling coat (leather outside, wool inside) from my mother which needed a heavy cleaning. I was told that the coat would need to be sent out to a specialty cleaners and that I would have to approve the price before any work was done. That was fine with me. A few days later I received a voicemail with the price, and a day after that I called back and spoke with a man and approved the price. I asked when the coat would be ready and he offered to put a rush on it; no problem, I said, I'd just like to pick up all my pieces at the same time so I wouldn't have to make several trips, as the cleaners is a bit out of my way.
A month later I went to pick up my whole order; the coat wasn't there. In fact, they had no record of it at all. Distressing! I had to make several calls before I was able to speak to Jose, the manager; he did have record of my coat, but it had not yet been sent out since I had not yet approved the price. I told him that was incorrect, that I had approved the price and described the conversation I had with his other employee. Since this was not my mistake (and had quite a bit of hassle by this point) I asked for a discount and free delivery. He balked at both, but he conceeded after I again laid out the trouble I had gone to. He told me he would contact me when the coat was ready.
Of course, he didn't. I called six weeks after that & was told that the coat was ready but couldn't be delivered until I paid for it. Fair enough, so I left my Visa info. Two weeks later, nothing. I called (several times) again, and Jose told me I had to fill out a form with my Visa info. So I did and faxed it to him. A week later, nothing. I called AGAIN and he told me he never received the fax. So who the hell has my credit card info???? This time I mailed the form, and then - nothing. I called last week and Jose again told me he had not received my form; when I made it quite clear that I had mailed it a week ago and he should have it, he said ""Uhhh.... hold on a minute...."" went to the office and miracle of miracles, there was my form! We set up a time for delivery.
And that time came and went. I called two hours after the window and the employee was all ""Uhhhh.... let me see where the guy is....."" Finally an hour later I had my coat. And it's not really all that different from how I left it.
So yeah, they've got a lot of candy, and popcorn, and they give out free hot dogs, and they're (mostly) friendly, but there's no way I'm going to trust them with my cleaning again. They've got a little straightening-out to do in their customer service first.
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