On 2-23-09, I brought a skirt to the Grassland Cleaners in Franklin, TN (satellite store of the New Way Cleaners in Nashville, TN). When I picked the skirt up on 2-25-09, it had shrunk beyond recognition. I asked the employee from whom I picked up the skirt who I should contact regarding a refund for the cost to replace the skirt, and he advised that the Owner should be contacted. He said that he would leave a message to have the owner call me. The following morning, 2-26-09, I stopped by the Grassland Cleaners to inquire about a 20% off coupon that I had used on my dry cleaning order, which I was told would be applied to the entire total. The discount that I received was short of 20% of the total, so the employee at the Grassland Cleaners offered me a refund for the difference. I declined the refund, stating that I would wait until speaking with the owner because I would likely be receiving a larger refund. This employee told me that the owner would be in at 9:00am, and that she would have the owner call me. I had not heard from the owner by 11:30am, so I called her - she informed that she could try to "re-size" the skirt if I brought it in. I immediately brought the skirt in, and asked the owner about the refund that I had discussed with her employee earlier that morning (for the 20% off discrepancy), and she informed me that my down jacket could not be included in the 20% discount promotion. I told her that her own employee had told me that I would receive 20% off of my total, and that he did not specify that the down jacket would be excluded. She said that she could not issue me a refund. I told her that her own employee had promised me a refund that very morning, and she said that she would call that employee and tell her not to give me that refund. I expressed dissatisfaction with the level of customer service that I had received from this owner and her employees, in a completely reasonable, rational manner - I never once raised my voice or used bad language. The owner threw (literally, violently threw) my skirt at me and stated that she didn't want to help me because I was being rude. I stated that I was not being rude, I was being completely rational. She refused to help me, so I left. I think that the way that this owner and her employees conducted themselves throughout this situation is absolutely appalling. My skirt was irreparably damaged and shrunk by their dry cleaning process, and not only did they refuse to apologize or accept any responsiblity, not only did they refuse any kind of refund (even for the 20% coupon that I was told would be applied to my entire total), they were incredibly rude and offensive. I will never return to this place of business, and I will tell as many people as I can about this experience, to save more consumers from having to deal with their unacceptable practices.