Poor and VERY slow service from a Dry Cleaners

Lovella

On 20th July I dropped of a suede jacket to be cleaned at my local dry cleaners. I was told that it needed to be sent off as it was a special item and that it would cost £39 (which I had to pay up front)and take 10 days. Fair enough, I agreed to it. After several phone calls chasing and to cut a long story short, I called them today to see if it was in the shop, and lo and behold, it is. I asked whether I would be able to get a refund seeing how it's now been 38 days since I dropped it off rather than 10. The manager said he was not prepared to haggle with me but would give me a £15 refund. When I said that I didn't think that was fair he basically said I could take it or leave it. Is that reasonable? Should I just calm down and accept the £15??

arcon5

If they have performed the service then yes a £15 gesture of goodwill seems reasonable to me.

Lovella

I think that 5 1/2 weeks is a little slow though, right? The Supply of Goods and Services Act 1982 (as amended) states that work should be carried out within a reasonable time.

arcon5

The fact their service was exceptionally slow and very poor is not the argument here. I agree with you.

Did you try to cancel at anytime during this period? If not it would be deemed that you have agreed to the new time scale.
If you didn't agree you perhaps could have cancelled under Sales of Goods and Services without penalty --- however if it states it can take upto x days or something similar in their terms then you have no argument.

Also the word 'reasonable' as very ambiguous so could be argued all the way to court also, especially if it is a specialist job.


Even if you did have all the legal rights in the world.... are you willing to try enforce them via the courts?


By all means ask for 50% refund and see what they say.... but in all honesty you can't have your cake and eat it. (or as scheming_gypsy would say "Oi fatty! buy two cakes next time" )

fluffnutter

They've fulfilled part of the contract, i.e. they've cleaned the coat but not in the agreed timescales. As such I think a part refund is reasonable. I'd take the £15.

Lovella

Good sensible advice here all, thanks. I think I was just taken aback to be treated so rudely - he basically told me that if I complained or tried to take it any further that he would take legal action against me!! Not quite sure on what grounds. I've sent a complaint letter today, picked up my jacket and told them I don't want their £15. I just will never darken their door again. For a small company that relies on happy local customers and word of mouth recommendations you'd think he'd just keep me happy and willing to use them in future - but clearly not! Have a lovely weekend all!!