Q: On June 8, I took a dress for dry cleaning, as I had stained it. When I went with the dress I was told it would be ready in four days. Since I needed to wear it again in a week's time, I was not worried.
When I went to collect it, I was told that it was not ready and was asked to pick it up a few days later. I therefore went again on the day I had to wear it and was once again told it wasn't ready.
After explaining that I needed the dress for the evening, I was promised that it would be delivered some time in the afternoon, after closing time at noon. My dress was not delivered. And, to my surprise, I realised that not only had the stain not been removed but there were also other stains all over the dress. The dry cleaners also removed the two brooches from the straps of the dress, and by doing so, further damaged the garment.
When I called to complain after the weekend, I was rudely told I had damaged the dress before taking it for dry cleaning. I tried to explain that the only damage was the original stain it had, hence my taking it to them in the first place, but they kept insisting the damage was already there.
I naturally rebuked these accusations and asked for compensation of the dress, which had cost me €110 as, naturally, it cannot be worn again. I was told my request had to be forwarded to a higher authority within the company, but a reply never came. I protested and said I would also take this up with the Consumer Division, to which I was arrogantly encouraged to do so.
A: When, as consumers, we pay for a service, such as in your case, this should be carried out as agreed. The dry cleaning company not only has the responsibility to remove the stain but is also responsible for any damage caused in the process.
If the damage is really caused through negligence on the part of the dry cleaning company, you are entitled to claim compensation for the damaged dress.
Since you have not managed to reach an amicable settlement with the company, I encourage you to file a complaint with the Consumer and Competition Division immediately by calling 8007 4400.