I sent a linen jacket and pants set to them for dry cleaning, and foolishly didn't bother to check the result when it was returned. Instead, I just put it - bag and all - into the closet, and didn't take it out again until I needed it for a wedding months later. When I finally did, I discovered that the pants had sizeable tears and burn marks on them. That they had ruined the garment was bad enough, but if they had at least had the decency to tell me that when they did it, that would have been the responsible thing to do. Instead, whoever on their staff did this - and it's not like it was possible for them to miss the damage - put the pants on the hangar in such a way that the damage was concealed until the pants were taken out. In other words, they ruined the garment and then tried to cover it up.

I registered a complaint, they picked up the pants, and subsequently sent a letter informing me that they were not responsible for the damage and would not consider a claim. According to the letter, this damage was caused by "hydrocellulose", which is "from prolonged contact with an acidic substance such as fruit juices, sodas, lemons or other acidic foods and or beverages." Conveniently, they added that "this kind of damage may take some time to occur and often will not be present prior to cleaning." They concluded that "the degradation of the fibers was done prior to cleaning" and denied my claim.

This is absurd for a couple of reasons. First, the suit was worn on average once a year, was hung in a bag in the closet between uses, and was certainly not in contact with anything acidic, let along for a prolonged period. Second, the hydrocellulose theory doesn't explain the obvious burn marks (presumably from misuse of an iron). Also, even IF you buy their theory, the fact that they didn't inform me of the damage at the time it was done is excusably unprofessional.

Adding insult to injury, they offered to send the pants to a textile lab for analysis - if I wanted to pay them an additional $65. Unsurprisingly, I didn't.

Short version: unprofessional, incompetent and deceptive = AVOID.