As you might have assumed, we’re not proponents for professional dry cleaners. So, while searching the Web for other anti-dry cleaner sites, we came across this great article from SmartMoney.com that outlines the 10 things that your dry cleaner won’t tell you. Here are some short excerpts from each:
1. “We’ll take the shirt off your back—and not give it back.”
Winter is nearly over, and you’re itching to swap your wool for shorts and T-shirts. But before you send those sweaters to your dry cleaner, realize this: You may never see them again. Dry cleaners have a knack for losing your stuff. According to the Council of Better Business Bureaus, lost items are one of the top three complaints consumers log against dry cleaners. (Damaged garments and stains are the other two.)
2. “You won’t get much from us if we ruin your sweater.”
At least if a cleaner loses your item, he’s supposed to pay the full amount so you can get a new one. But say your blazer comes back with a slash in one arm. You’d want it replaced, right? Well, that doesn’t wash with dry cleaners. For damaged goods, the industry standard is to offer the item’s depreciated value as listed in the Fair Claims Guide, published by the International Fabricare Institute (IFI), the Silver Spring, Md., association representing 6,000 owners of dry cleaning businesses. Problem is, you won’t get much.
3. “Good luck proving the damage was our fault.”
In cases where you and your cleaner can’t agree on who’s at fault for damaging an item, the cleaner will probably suggest this solution: send the item to the IFI, which will analyze it and then determine who’s to blame for the damages. Trouble is, it’s unlikely your cleaner will be found at fault.
4. “We clean your clothes with killer chemicals.”
In the past 10 years, the number of dry cleaning operations in the U.S. has grown by nearly 50 percent, to more than 30,000 businesses. That’s great news if you like convenience, but not if you worry about the environment. PERC (short for perchloroethylene) is the chemical used to dry-clean your clothes, and this toxic substance is classified by the International Agency for Research on Cancer as a probable human carcinogen. In fact, the National Institute for Occupational Safety and Health found that dry cleaning workers they studied over a 36-year period were 25 percent more likely to die from cancer than the general population.
5. “We could help the environment—but why bother?”
It may defy logic, but water can be used to clean dry-clean-only clothing. The process, though, is hardly catching on—there are only about 10 wet cleaning facilities in the country. “Cost is an issue,” says the IFI’s Jon Meijer. “Wet cleaning requires far more labor, and you tend to need a lot more space.” Meijer adds that wet cleaning is effective on only 40 percent of clothing. But the EPA’s Stroup classifies such claims as “baloney.” She contends that “virtually everything that can be dry-cleaned can be wet-cleaned.”
6. “We’re masters of the bait-and-switch routine.”
The sign on a Dallas dry cleaner’s window caught Eric Kaindl’s eye: Laundered shirts—79 cents. But Kaindl got the real eye-opener when he picked up the three shirts he had dropped off. The cleaner charged him $1.50 a shirt. Why the price hike? Because they were his uniform shirts for work, even though the sign didn’t spell out any such exceptions. “They just said, if you want your shirts, this is what you’ve got to pay for them,” says Kaindl.
7. “We take new brides to the cleaners.”
Your daughter is going down the aisle soon? Watch out. Jonathan Scheer, a gown preservationist in New York City, says too often clients ask him to restore wedding dresses that have been damaged when dry-cleaned. Unfortunately, he can’t always save the keepsake.
8. “Ladies get special treatment: We charge them more.”
Wedding gowns aren’t the only items with which dry cleaners starch women. In a sampling of New York City cleaners, we found cases where dry-cleaning a woman’s shirt costs twice as much as for a man’s shirt. “Gender-pricing has been going on for years,” says the BBB’s Berry. Even when a woman brings in the same type of garment as a man (say, an Oxford shirt), she’s often charged more.
9. “Our customer service stinks.”
In 2001 the Better Business Bureau logged 4,451 complaints against the dry cleaning industry, making it the 21st-worst offender among the 1,000 businesses for which the BBB tracks complaints. That’s a 10.6 percent increase from the previous year’s 4,024 complaints. There’s an even bigger wrinkle: When it comes to resolving a complaint in good faith or to the customer’s satisfaction, dry cleaners have an unusually low settlement rate—34.6 percent compared with 66 percent for all other businesses. “It’s not the initial problem but the lack of follow-through to solve the problem that spurs people to file complaints,” says Jeannette Kopko, a senior vice president of the BBB serving Dallas and northeast Texas.
10. “We ignore what the courts tell us to do.”
As Lenore McIntyre discovered, there’s no guarantee small claims court will clean up your dry cleaner’s mess. Even if the judge rules in your favor, it can be difficult for you to get your money. For dry cleaners who fail to pay voluntarily, as in McIntyre’s case, you can either have a law enforcement official go to the cleaner to get your money or directly withdraw it from a cleaner’s bank account. But getting a withdrawal can be tricky. Tom Gallagher, president and CEO of the BBB of Central Virginia, says many dry cleaners operate under a number of names. “It could be that the dry cleaner buys another dry cleaning shop that has a good reputation and they want to maintain loyalty,” he says. For whatever reason, it often means cleaners have bank accounts under other names, making it even more difficult for you to claim your money.