Royal Majestic Dry Clean & Laundry

"All of our customers are vitally important to us, regardless of their frequency of usage or volume. Obviously, we make our money by servicing all requests to the best of our ability, skill, and judgment every day; and under most reasonable circumstances. It is unlikely that we "forgot to come", since most "regular" (twice per week, once per week, or 10 days-2 week) route customers anticipate and expect our reliable, convenient, flexible, and courteous service being a hallmark to our Personal Valet Service. This is a service concept that I developed in the 1980s personally. There must be some confusion in the recollection of this customer. She last did business with us in March of 2016. Consequently, she was placed on an inactive route status to conserve time and gas. In addition, those customers who have not done business at all in over a year are removed from the inactive records as well. Archived information is accessible to only two (2) managers in ownership. Any clerk answering the phone, who may not be able to find this customer, may not have been able to set up a call for service. This may have led to the misunderstanding and confusion on the customer's behalf concerning a "forgot to come" complaint. And why now after 15 months of inactivity has this become an issue? But, there seems to be more here than meets the eye! I have never met, nor spoken with this customer to the best of my recollection. How would she know if she spoke with me or not? My apologies if her expectations with us were not satisfied to the fullest by any of our staff, or if she felt that her business was not important to us. I would welcome her return to our service in a more current time period; new customer incentives would apply!"

"There must be some confusion in this customer's mind; there certainly is in my mine.The last time we serviced her account was the middle of November last year (2015). We did not process anything in January as listed above.However, we did re-process a suit jacket and slacks at the end of August last year (2015). We operate all of our business off of truck routes. We have no front stores, per se, since 2012, that would allow a customer "to bring anything in". We never "blame" anything on customers, but we do strive to educate them about their textiles; and the attendant wearing situations and storage conditions that affect what is observable. We are Professional Members of the Dry Cleaning & Laundry Institute [hyperlink removed]). In addition, we are an accredited business with the Better Business Bureau of Chicago with an A+ rating! When marking staff identify, describe, price, flag, and sort garments, they do so under bright fluorescent lighting to maximize any visual evidence of stains; so that they can be professionally and properly identified for efficient handling and cleaning. There are two families of stains that dry invisible to the naked eye. The most notorious of these are clear or translucent beverages or sauces that have sugar or artificial sweeteners. Members of this family of stains often cannot be detected until they go through the drying stage of the dry cleaning cycle. That's when they become evident, and are often irremovable. If we know that it is possible that something like this has happened, we can flush it with wet side solution, air dry the item, and then dry clean it later to avoid the risk of shrinkage or discoloration. Unfortunately, customers must assume some responsibility for conditions under which their clothing is worn (and alas, soiled or stained). We use the most professionally tested and approved materials (R.R. Streets of Chicago) and techniques in treating spots; however, it is not an all or nothing, guaranteed removal process, as any reputable dry cleaner will tell you. We try in good faith to remove stains and soil, but we are not always miracle workers. Although, we have been successful at improving or rectifying what other cleaners have left unsatisfactory, unattended, or even damaged. Sometimes stains are set (oxidized) by the chemical (acidic versus base) elements of the food or beverage in question; some by the heat of the food or drink; some even by spices or their combinations. It is very complex and tricky; not as simple as one might suspect. When a customer insists that we "push the stain to the wall", we will do so; but that comes with a codicil that they assume ultimate responsibility for the outcome due to our more aggressive chemicals and techniques. Wrinkles can be a result of a manufacturer using glue to position (especially facings, collars, lapels, and cuffs) before and during stitching to avoid migration or slippage. There is no reliable way to predict this, even in more familiar, popular, or expensive labels. Clothing is manufactured all over the globe nowadays with little regard to the restrictions and requirements of the federal FTC Care Label Law. I hope that this sheds a little more light on what dry cleaners face on a daily basis and the misunderstanding some of the public assume incorrectly. That is why manufacturers and retailers alike recommend using a licensed, accredited, professional dry cleaner who is CERTIFIED GREEN!"

"Every customer's complete satisfaction is of paramount importance to us. Daily, we strive to provide a garment and textile cleaning service which cannot be exceeded! Obviously, a company does not receive the Angie’s List Super Service Award for 2014 without credibility, accountability, and documentation! Further, the “A Honor Roll” rating that we enjoy from them carries significant testimony from members and non-member customers alike. Over 1150 regular satisfied clients cannot be wrong! We are sorry to have disappointed this customer's expectations. Unfortunately, customer service, quality, and mutual co-operation must go hand-in-hand; on both sides of the business relationship. Otherwise, there is no relationship. Our combined total of over 90 years of customer service in a very competitive, unforgiving industry testifies to a lifestyle (not merely a job) based upon serving the public honestly, faithfully, and going beyond the call. That is our reputation! We ask you to try us, and see for yourself! First time promotions are available on our website. Please do not let social media become the bludgeon to batter a hard earned and well-deserved reputation just because it can be. I am confused; and apparently so is this customer. His first review said he would hire us again; now he changed it to say that he would not hire us again; which happened when I spoke to him and pointed out the source of my confusion. Further, I am confused as to what he wants to say. I have been inspecting his shirts the last 1 1/2 months personally; they were folded every time per his instructions. This is not a “first time customer”. This has been an ongoing issue with this customer over the last 2-3 years at least; and only now has it become a formal issue. It has been explained to both husband and wife at separate times, that our satisfaction guarantee involves returning the item(s) to be re-processed (or further processed) at no additional charge to satisfy their wishes. It is not a "money back guarantee". The shirts were rarely sent back; a credit was assumed by them because of the way a previous owner and manager decided to handle this customer to reduce management's stress and aggravation! Management’s customer service resolution was that it was easier to give it to them for free. The customer got used to this obviously. The order of shirts that set him off this time was obviously an older order that was not sent back to us to rectify. We would have gladly folded the shirts, no matter how long ago they were processed by Royal Majestic; even to the point of it being under a previous ownership (of which there have been three). No other cleaners would have gone that far to rectify the complaint. That is what "Super Service" entails to us. The complaint was that the soil "was not picked up"! Delivery arrangements changed without any customer notice given. Sometimes, nothing was at the appointed place, at the appointed time, when the driver made his usual stop; and yet, we went back later in the day, or the next day and pushed the soil through the system to get them back on their usual delivery day. This entailed extra cost of processing and labor. This occurred repeatedly! I have dozens of other folded shirt customer who have not had this problem. I cannot believe that this customer was singled out for neglect!"

"We are a Certified Green, reputable, award winning company of over 40 years' success in a very competitive, demanding customer service industry; which is why so many customers trust us with their wardrobes and textile needs. We recently received the 2014 Angie's' List Super Service Award as a testimony to the overwhelming goodwill and positive endorsement of all of our satisfied clients.That should tell the whole story to AL members and their families! We are one of the few dry cleaners & launderers who offer "European style hand finished" table cloths and bed linens; although this service is more labor intensive and garners a slightly higher price than "fluff and fold" to recover the increased labor costs. Most laundries use a mangle press which does not give the "fresh from the press" look and feel without hand touch ups especially for contour sheets! It is interesting that this customer used our service for over 14 months without a single complaint or customer service issue; especially in light of the fact that she arranged to "call-in" to schedule service when she required it. She would have had many opportunities to voice concern or dissatisfaction, which we would have taken very seriously and worked diligently to remedy immediately. Unfortunately,some customers are only interested in the lowest price, period; and feel put off when they find a cheaper price despite surrendering to it's attendant inferior quality. We are a great service if you can fit us into your budget. If not, we understand, but still value you as an Angie's List member. We hope you would choose to select the ultimate value statement that Royal Majestic represents!"

"We value all of our customers, particularly our Angie's List partners. We greatly appreciate when they take advantage of promotional offers to experience our hallmark European standard of quality. We try to meet or exceed all customers' value expectations whenever possible. We routinely receive many elegant, expensive, and intricate pieces; ballgowns, formals, wedding gowns, bridesmaid/flower girl dresses, christening gowns, etc. We are 1 of 3 Certified Gown Cleaning & Preservation Specialists in the Chicago area! Unfortunately, erroneous assumptions often derail or confuse otherwise honest and honorable intentions on both sides. This customer assumed that $40 of dry cleaning "would cover a lot"; which is conditional based upon the type of items which determines their price. Our base prices are very transparent, fair, and published on our website. We respond to all requests for detailed quotes dependent upon complete and accurate information. However, we can only answer questions that are asked. Our regular dress prices DO start at $9.95, and are only up-charged due to fabric, construction, or decoration. The customer originally told us it was her daughter's dress with a couple of stains, worn in a wedding she was attending. There was never a request for an actual quote by her.When it arrived here, it was actually a bridesmaid/flower girl dress, a smaller version of a wedding dress with layers, lace, and beading. The staining was more extensive and tenacious than simple; accepted spotting techniques and products were not adequate to reduce or remove the stains. The dress had to be soaked in a custom solution developed by our world class spotter. We do not promise everything back in 3 days, especially an item this challenging. There was never an expectation expressed that we would have it for her then. We wanted to give her back the best result we could within a reasonable time frame. When she called to inquire its status, she was informed of our progress. Customer service calls are made to offer customers' options, provide technical support, gather information to improve outcomes, or seek permission. Unfortunately, these calls are not always returned to us in a timely manner; sometimes not at all! If we wait for calls to be returned, we run the risk of untimely, costly delays and customers who are aggravated or disappointed at having their expectations go unfulfilled. Therefore, we use our professional judgment and expertise exercising the utmost care in processing and fairness in pricing. That is what most reasonable customers expect from our reputation and personal valet approach. The price on bridesmaid/flower girl dresses begin at $104.00 (1/2 the wedding dress cleaning price); and we further discounted it by 25% due to her membership in Angie's List. The adjusted price was $78; not crazy at all as she contends, but rather in line with the market prices for an elegant dress of this type. Using the Angie's List coupon yielded a net price of $38.00 to her-a value to be sure due to all the hand cleaning required! In addition, there seems to be some sort of confusion on the customer's part, since our records indicate we never cleaned any pants for her, just 2 additional sweaters; one cashmere. We are sorry she was disappointed with situational variables; except with our quality, which she states was "beautifully done"!"

"I am sorry for this customer's confusion. It is clear on our website that we are a mobile service who picks up and delivers to your home or business. However, a call to us would inform any client that we have no traditional storefronts.[member name removed] requested to drop it at our facility, which was accommodated. We appreciate all of our customers' business and try to make any and all requests a positive experience and satisfactory outcome to the best of our ability. We would appreciate the opportunity for all of our customers to try us and decide for themselves how convenient and reliable our European quality and personal valet service can be. Promotional offers are on the website to introduce customers to our service. We are confused as well. We were rated as an "A" in all categories, yet with an overall rating (assuredly an "average" of all individual ratings?), we end up with a "C"? I am lucky that she was not one of my professors in college. What a difficult grading curve to survive! As [member nama removed] stated, all turned out well. We are pleased that she is pleased. Give us a chance to impress you, because you deserve the Royal Treatment!"