Timpson Crawley, Asda Review by HannahandDavid L, 2020-09-12T09:43:36
TIMPSONS DAMAGEDMY WEDDING DRESS AND TIRED TO BLAME ME!! I'm writing this after having some time to cool off and rationally explain the situation. I sent my Wedding dress to Timpsons on the 18th of August to be cleaned and boxed. The dress was not dirty and had no real big issues. I was told that the cleaning process would be three weeks. I received a text on the 26th saying that my dress was ready to be collected from my local store in Crawley. I called the Dry cleaners querying why the dress had been returned after only 8 days rather than the advised three weeks. At this time I was advised of the large stain on the second layer of the dress. I told them this was not the case when I dropped the dress off for cleaning. The dry cleaners advised that they were not responsible and the stain had to have been my fault. When I said it wasn't they simply implied I was a liar and their was no way this could have been their doing. This was obviously a very stressful situation as I had been told that the stain could not be removed. After this I called customer service to raise a comaint about my dress being stained and also being called a liar by the dry cleaners. The customer service team were unhelpful and dismissive. They said that they would investigate and they have simply not followed through. I left my number and asked for a call back from a manager. The next day I got a callback from the area development manager. (ADM) Who had asked for me to go to the store to check the dress. When I arrived at the store I was disgusted by the state of the dress. It had not only gotten a new stain but the dress itself did not look like it had been cleaned at all. I rang back the ADM whilst in store to advise of the poor state of the dress. The ADM strongly implied this issue was my fault and that I would be responsible for the stain. He stated that the dress could be sent off for analysis but would be at a cost to the company (as if he was trying to make me feel guilty). I heard back yesterday 11th September from the manager at the dry cleaners. Who has been the only bright point of this whole ordeal. (Guy) was very apologetic and admitted that when the dress first arrived there was no stain. He apologised on behalf of the ADM for me being called a liar. He has said he has recleaned the dress and is awaiting the dress and stain analysis to be sent to him for review. This whole ordeal has caused me extreme distress and anxiety. I am so upset by everything that's happened and have yet to receive an apology from the extremely rude ADM for how he spoke to me.