Personal Touch Laundromat

They were horrible. We live in Sydney which is a 15 minutes drive from Urbana and they told my husband that it would be Thursday when they would have it ready to pick up. He dropped it off on a Tuesday when he left his name and number. When he came to pick them up on Thursday they said sorry because one of the suits was not done correctly so we sent it back to the cleaner. My husband said it was fine but would have preferred them to have called him; so that way he wouldn’t have had to drive to pick up one suit because now he had to drive back into town to get the other suit in a couple of days. The lady there said she was sorry because they don’t call people and made a huge deal, about it. She was really rude but my husband grinned at it and said that I was going to pick up the second suit when I was in town again. He told her to talk to her manager and see what she can do for the inconvenience because he was doubling his gas coming to pick this up the, second time. He said he would have at least appreciated a call to let us know that there was something wrong and that they redid it for us. She said she would surely tell the manager but she was just not worried about it. She told us that the manager might not be able to do anything because it was really not her fault and kept pushing it on him. When I went back to pick up the suit and told them that my husband informed me about them talking to the manager and thought the manager was going to do something like give us a discount or a coupon or something as, an apology. They were clear that since we need to pick the suit; we had to pay, for it. I didn’t get hold of the manager and they just gave us a run around basically. Then I went ahead and said I won’t pick it up because I did go ahead and pay for this how were they going to give me a discount or how were they going to make this right. She was not really sure how to make it right because it was not a part of her job is all that she had to say. So, we went ahead and picked it up because my husband is a pastor and he has to have the suit so she said, she would have the manager call us. We waited for a week; there were no calls from her. My husband called back to them and same lady answered the phone again and said she was sorry the manager hasn’t called back. He kept waiting for a call back and finally called back and asked to speak to the manager again and finally got her. He was so frustrated and told her that he has been trying to call her to talk to her about her customer service. He told the manager that he is very disappointed because she didn’t call back and acknowledge the complaint, the lady there was very rude and no one just took responsibility for it. For this, the manager said they didn’t charge us for sending the second suit back to the cleaners. He asked her if she had not received our calls and she said she did but hadn’t called us back. When he told her that she is acknowledging that she they have horrible customer service by saying something like this; she said that there were a lot of people that come to her and she knows they are happy. For me, I was really disappointed because the manger said she doesn’t know who we were otherwise she would have called back. My husband told her that they already had our number. The respectful thing to do was to call us and inform us that the suit as out so we can pick up the one that is ready. My husband would have said big deal and would have waited to pick up the other one and thanked them for letting us know; that would have been the, end of it. He is very upset and I feel like putting up signs everywhere about how horrible they are. I told them that there are other ways of getting back at them though it may or may not affect their business. I would never recommend them and would ask my friends and family to stay away from them. They had zero professionalism with the way they spoke and the way handled the problem.