Adrian Chueng
They have provided satisfactory service but it was until recently, they damaged a valuable Β£1200 jacket of mine that I realised they are an unreliable service provider to go to for your dry clean. Firstly, I was not notified of the damage until I went to try to collect my jacket. The counter lady in Suntec branch said someone from their side would call me about it, leaving me in suspense. At first I thought it was just some delay in the dry clean. But when I received the call, their customer service personnel told me that my jacket has been damaged. I was shocked as it took me so long to find out about the damage. When I asked how are they going to respond to this situation, the lady asked for the value of my jacket and said that she will speak to her management and get back to me on a proper resolution, in which they didnβt. I had to text to ask them the updates. And lo and behold, they offered me $150 laundry credits. I told them it is unacceptable as my jacket has been damaged and why would I go back to them knowing that they simply brushed aside this manner. The person said she will raise this up to higher management and told me to wait. I waited for a week but there was no update so I asked and an operations person called me. She said my jacket have been worn a couple of times and she might not be able to compensate the full value of the jacket. I was surprised as my jacket was very well kept and reason why I go to their dry cleaning service is because I want to take care of it. But nevertheless I told her to come back with a good compensation package. She added previously it was $150 laundry credits. But if she offers $150 monetary, the company has to keep the jacket. Which was rather fishy to me. It didnβt sound right as a compensation (Maybe thatβs why we see branded items at outlets?) I declined as it said for them to keep the jacket by paying $150 is wrong. She said she will get back to me by seeking higher management (again). This process went for another 2 weeks as she returned to offer me a refund for my cleaning fee and $150 laundry credits after devaluing my jacket to say as it has been worn, it should cost less than Β£1kβ¦ She used the currency from Β£ to $. And then tried to offer $150 laundry credits. It seemed they wanted to just low ball and brush this matter aside which was very appalling to me as a returning customer. I thought my jacket would be in good hands. It got damaged, then they devalued it (which is a valued item to me). And most of all, they offered an unapologetic and insincere compensation (which wasnβt a compensation). My case isnβt settled till this date (after 1 month and they have been insincere, non urgent about this) as they asked to get back to me as they seek higher management again. I hope they value their brand and our trust in them. But the way they handled my case was disappointing to me. I hope they will get back to me with a reasonable compensation than one that has no commitment, urgency and sincerity at all. Wait for my update on what they offered. (Just Googled on Presto Drycleaners Factory and saw many customers with damaged items reviewing on it. And they were ignored. I hope there is better service recovery for mine.) *Update: they offered me $150 cleaning credits and refund of cleaning fee. Did not reply my msg or the manager did not call me as promised. Was left with a take it or leave it limbo situation.*
