I first sent my dress, together with a blouse, to the Laundry Lodge collection point at Raffles Xchange on 3 November, and paid a total of $13.90 to have them dry-cleaned. When I went to collect them on 11 November, I noticed that the printed design on my dress was cracked and curled up, and the sleeve on my silk blouse felt rough to the touch. The shop assistant insisted that this was because the material of my clothes was "lousy". I have three identical blouses which I have sent to Presto for dry-cleaning on previous occasions, and I have never had them returned in such a condition, let alone being told that the material was "lousy"!
As I suspected the chemicals used in the cleaning process was too harsh, I refused to accept the dress in that condition, and the shop assistant said she would return it to the factory to "re-do". This was on 11 November, but as I was very busy with work during this period, I did not have time to collect the dress on 19 November, as indicated on the invoice. On 29 December, I went to Raffles Xchange and enquired about my dress, but the shop assistant could not locate my dress and was unable to contact the factory to find out. I was disappointed, but as I was leaving for an overseas trip, I told the shop assistant to check and that I would return in mid-January 2009.
When I went to the shop this afternoon, there was a replay of what happened on 29 December. The shop assistant was still unable to find my dress, and was calling someone on her mobile. I was asked to contact the supervisor, Mr Vincent Tan, on his mobile directly as "it was not (her) responsibility, " the shop assistant told me. I find this completely unacceptable, not to mention unprofessional. As I expected, no-one answered the number, despite numerous calls.
The laundry industry in Singapore insists on upfront payment, but provides very few forms of redress in situations where service was non-existent or highly dissatisfactory. It seems to me that The Laundry Lodge not only does not need my business, despite these poor economic times, it does not need to respond to customer complaints at all!