Dry cleaners stained my wool jacket??

OnTheUp_2-2

I have just collected my jacket from the dry cleaners, after bringing it in 4 days ago. When I brought it in I asked if it would be ready for saturday as I had a very big (prof photos etc)christening that I was attending on the Sunday and needed it for then.

I have just rushed back from my parents and made it 40 min before closing time. I paid for the cleaning and then the coat was brought out to me. I glanced over it briefly, admittedly I should have checked thoroughly, but I rarely take anything to be cleaned and stepped out the door.

As I went to walk away, I realised I really should look it over before leaving. When I lifted the plastic up I could not believe my eyes. I thought it was my sunglasses so took them off!!

I have a stain the same size as a side dish across the pocket and strangely across the sleeve ie if the laid the coat flat it looks like something has been spilt.

My coat is cream and 30% wool. To make matters worse they have dry cleaned the collar down even though it is not meant to be worrn that way and that is clear. Now when I stand the collar up it ruches (excuse the spelling) up where it has been stretched.

I turned round and went straight back in and asked what on earth had happened. The guy was wishy washy and said he was not sure and perhaps it was there when i brought it in??

I informed him there were no stains when I brought it in and if there was I am sure the person who took the coat and looked over it (in detail i might add because I also asked them to stitch the pocket and thats where the stain is!!) would have mentioned it.

He said there was nothing he could do except let the manager take a look at it on monday. I was so dumb struck I stepped outside to seek the advice of my mother.

I went back in and expressed my dissatisfaction, especially as the coat was for a special occasion and part of a full outfit!! I asked for a refund and he said he would have to call his manager on the phone....

Still no sorry!!

He spoke to the manager who then got passed over on the phone to me. He said he would rather be given the opportunity to correct it. I explained that, that was fine but in the mean time I would like a refund as the job paid for has not been done properly and has possibly ruined my coat!!

He was adamant and said what difference would it make having a refund?? I explained that one; I did not feel I should pay for something that has not been done properly and two; I wanted the money to rush to the shop to find an alternative garment for the sunday.

He said but what if you dont come back, i will have lost my money!!!!!!!!! I said that was rediculous and that I wanted the money and we could discuss things on monday, unless he was prepared to come and try and fix it there and then. He said he wasnt. I explained to him that if I didnt come back he would not have lost anything as he had not completed the job and I would be walking away with a damaged coat...

Went on to say that I was disgusted at his lack of apology and if I were in his shoes I would be bending over backwards to rectify the problem and I certainly wouldnt hold out on a refund.

So i am left with a stained jacket, no jacket for the christening and no idea how to proceed. My guess is he did not want to refund as it pressumes liability...

What makes me soooo angry is they must have seen it, its so visible. So what did they think they could do, just pretend it wasnt there or just hope I wouldnt notice??