We were loyal customers of Lone Star Cleaners for over 7 years, but since they sold to the new owners, Brandon and Stacy in the summer of 2018, their quality has dropped dramatically. We tried to work with the new owners as they experienced growing pains and accepted multiple credits for their low quality dry cleaning and laundry services. After losing one shirt (found several weeks later) and ruining one of my wife’s favorite dresses (one of the strings that tied at the sleeve got ripped off), we stopped going there. It wasn’t the money, it was the cost of our time and having to return shirts to be recleaned, repressed and / or the cost of replacing our clothes. They were no longer worth the investment.
A month ago, we found two shirts from the last pieces of laundry they did for us. They had very unusual stains, like bird droppings, between the two shirts where they were touching together. The shirts were brand new. They were from my son who is a college student and were from Nordstrom. We bought them last summer during their Men’s half yearly sale. Since he doesn’t dress up very often, we didn’t notice the poor quality cleaning until he took them out of the plastic a month ago. When we brought them to Lone Star Cleaners, they tried to deny responsibility because several months had passed since they did the laundry. But since it had their tag on the clothes, they couldn’t deny it was last laundered by them.
We gave them two attempts to clean the shirts and they did have success with one, but the other had a permanent stain. I just met with the owner Brandon and we both agreed the stain was still on there. When I said that I no longer wanted to keep wasting time on trying to clean the shirt and wanted a refund for the purchase price of the shirt which was $96, he refused. He only agreed to pay 10x the dry cleaning because it was their policy. Then he proceeded to deny that they ever caused the problem for the stain. He said he couldn’t replace the clothes that they ruined at what it costs the consumers, it would be too expensive. Their policy limits their liability to 10x what it costs them clean it.
He is right. That is what their policy states. That doesn’t change the fact that they ruined the shirt. It doesn’t remove me from being liable for taking my dry cleaning to a place that has a demonstrated history of delivering poor quality work.
We no longer go to this dry cleaner. I do not trust the new ownership. They do not take responsibility for their low quality and were unwilling to resolve our issue in a satisfactory way.