Damage and Liability Claim Reply

Writes a calm, fair, specific reply to a customer who says a garment was damaged in your care.

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Before and after

BEFORE · what the owner typed

Customer Vanessa Ferguson emailed. Ticket 4471, dropped off at Millmoor Cleaners on Laurelmoor St. in Bramglen. She says: 'You ruined my silk blouse and my wool coat. The blouse has a big yellow stain on the front now and the coat shrank, sleeves are way too short. Also one of the 6 buttons on the coat is gone. I want everything paid for.' Tag on the blouse: 100% silk, care label says dry clean only. Intake notes on the blouse: 'light water spots on front near hem, noted at counter, customer aware.' Intake photo shows a pale ring-shaped mark near the hem, no yellow anywhere else. After cleaning, our cleaner Troy Eastman says the hem mark is still there and about the same, and he didn't see yellow on the front when it went out. Coat tag: wool blend, care label says dry clean only. Intake photo shows all 6 buttons on the coat, one slightly loose at the bottom. Intake notes say 'sleeve length not measured.' We have no measurements from before cleaning. Our policy: if we caused it, we repair or replace or pay the garment's value after we look at it together. I don't want to say any dollar number yet. Ask her to come in so we can look at both garments with the tickets. Call me, Vernon Foster, at 319-555-0150.

AFTER · what the skill produced

Subject: Your blouse and coat, ticket 4471

Hello Vanessa,

Thank you for writing to us. I take this seriously, and I went back through your ticket, the garment tags, and the photos we took when you dropped everything off.

The yellow stain on the silk blouse. Our intake photo shows a pale ring-shaped mark near the hem, which we noted at the counter as light water spots. The photo does not show yellow on the front of the blouse, and our cleaner, Troy Eastman, did not see yellow when it went out. That does not match what you are describing, so I would like to look at the blouse with you in person to see exactly what you are seeing.
The wool coat sleeves. We do not have a sleeve measurement from before cleaning, so I cannot tell from our records whether the length changed. I would rather not guess. Please bring the coat in and we will look at it together.
The missing button. Our intake photo shows all 6 buttons on the coat, with the one at the bottom slightly loose. A button missing now is something we need to look at, and if we caused it, we will make it right.

Our approach is simple. If we caused the damage, we will repair or replace the item, or pay the garment's value, after we look at it together. Please bring both garments and your ticket to Millmoor Cleaners on Laurelmoor St. in Bramglen, or call me first at 319-555-0150 and we will find a time that works for you.

Thank you for giving us the chance to look into this.

Vernon Foster
Millmoor Cleaners

Questions for the owner

What are your store hours, so the customer knows when she can come in?
Do you want to name a deadline for bringing the garments in? I left it out because you did not give one.

What it does

Writes a calm, fair, specific reply to a customer who says a garment was damaged in your care. It compares the customer's complaint with the garment tag, the intake notes, and the intake photos, and says only what those records show.

Use it when: Use when a dry cleaner gets a customer complaint or claim about a damaged, stained, shrunk, discolored, or missing garment and needs a reply based on the garment tag and intake photos, such as "customer says we ruined her coat," "write back about this damage claim," or "reply to this complaint."