Lost laundry items

Q: Around three months ago I took two carpets to a dry cleaning company to have them cleaned before winter. I was not given an exact date when the carpets would be ready but was told to check on my order within three weeks.

After about a month, I began to enquire about my laundry but whenever I called, I was told that the carpets were still at the factory. So I called the factory to check about the carpets, but it seems no one knows where they are, let alone whether they have been cleaned or not.

What are my rights in this situation? If the dry cleaning company has lost my carpets, can I ask for a money refund?

A: When you took the carpets for dry cleaning, you made a specific agreement with the dry cleaning company. The company’s commitment in this agreement was to give you back the carpets cleaned.

The fact that you have not been given back your carpets at all is a more serious problem. If the dry cleaning company is unable to give them back within a reasonable period of time, then yes, you may claim the value of your carpets back.

If the company refuses to give you back the carpets or their value in cash, you can file a complaint with the Consumer and Competition Department so our complaints officers can commence mediation.