Customer Service
Whether it's a broken button, previously unseen spot, or color fading, imperfect results are a problem. Damage that occurs during the dry cleaning process may stem from the failure of a component part to be dry cleanable or from the circumstances of use. Regardless, dry cleaning customers need to know who is responsible for damaged items and what recourse they have to remedy the situation. Managers and counter personnel are instructed that Good customers are worth almost anything to preserve. Re-cleaning will be done without question.
Many customers sometimes have difficulty realizing that a large manufacturer can make mistakes. They feel it is more likely that the small business, the dry cleaner, would be at fault. The customer also feels that since you had the garment last, you are at fault. It is our pleasure to go to the Large Retailer or Manufacture on your behalf.
In a perfect world, our customer service representatives would be able to solve all problems with the many means they have at their disposal.
DRYCLEANER RESPONSIBILITY
Occasionally, damage done in dry cleaning is the responsibility of the drycleaner and not the result of preexisting conditions or defects. In such cases, we settle the claim promptly and fairly, often using the Fair Claims Guide published by the International Fabricare Institute (IFI)
Pricing Policy
We have one price for women and men items.
The exception is Shirts and shirt Laundry. Men’s business shirts are designed to be put on a shirt machine with a body. This body automatically presses the item. A woman’s blouse will not fit on this machine.
The Federal Trade Commission (FTC) requires manufacturers to attach a permanent label to textile garments that provides directions for their care. According to the 1972 Care Label Rule and its 1984 amendment, manufactures and importers must list at least one method of safe care for a garment. The Rule covers all textile clothing except footwear, gloves, hats, suede and leather clothing, and household items, such as linens.
International Fabricare Institute, the premier trade association for garment care, utilized its research and testing expertise to gauge the effectiveness of home dry cleaning kits, and found that in general they do not provide complete removal of all types of stains. They also cannot remove ground-in soil. These products can freshen garments by removing odors and imparting a pleasant fragrance.
General Terms & Conditions
Eastgate Cleaners provides dry cleaning, laundry, shoe and leather care services. We process your account in accordance with your Client Profile. The following Terms and Conditions are an integral part of your Client Profile and we will adhere to them. We also reserve the right to change these Terms and Conditions and our prices for the services upon notification to you.
Client Profile: The information contained in the Client Profile will only be used by Eastgate Cleaners in the regular course of providing services to you. We do not sell, or provide to third parties our client lists or any personal information in the Client Profile. You may access and amend the information in your Client Profile at any time by calling the Concierge Team at 810-648-2310. The Client Profile enables us to better serve you by (1) processing your items in accordance with your preferences; (2) contacting you about garment problems; (3) mailing to you special promotional materials and (4) processing your credit cards.
Delivery Service: As a client of Eastgate Cleaners, you will receive pick up and delivery of garments and shoes as often as you would like. For free pickup and delivery, your order should total a minimum of Twenty Dollars ($20) per week. Your garments and shoes will be picked up and delivered in accordance with your instructions in your Client Profile. All pickups will occur between the hours of 8:00 a.m. & 4:00 p.m. on the day scheduled. The driver valet will leave a receipt verifying the pickup.
Unattended Service Disclaimer: We will assume no liability for stolen, lost or damaged garments left at your specified location. It is the responsibility of our clients to ensure a secure environment for pick up and delivery of all items. You may choose our secure "garage delivery system" to maintain the integrity and safety of your garments.
Delivery Days: No pick-up or delivery service will be provided on Sundays and on holidays on which we are closed, including: New Year's Day, Labor Day, Thanksgiving Day, Christmas Day, the week of July 4th, and the third week in February. We will always forward advance notice of any changes on service days.
Nylon Bags and other Protective Packaging: We will provide reusable garment and shoe bags, and other protective packaging and bag tags free of charge to our clients to ensure the highest level of quality care for your garments during transport. All reusable packaging remains the property of Eastgate Cleaners and must be returned to us if you are no longer a client. Should you choose to keep any reusable packaging item, we will charge you in accordance with our packaging price list, a copy of which is available on request.
Garment Identification and Inventory: We identifies each garment through our discreet tagging system to ensure each garment is cared for and returned to you as requested. To keep track of your items, we can also provide you with inventory sheets if you so desire. To the extent you choose to utilize inventory sheets, we will promptly notify you of any discrepancy. If you do not use an inventory sheet, the invoice, as completed by us, will constitute your complete order.
Garment Care: To protect your garments, we follow the Care Label Instructions on each item we process. To the extent you desire not to have the Care Label Instructions followed, a "Garment Release" is required and you assume all liability for the garment. If a Care Label is missing or has been removed from the garment, we will process the garment in accordance with guidelines for that type of garment established by the International FabriCare Institute. We accept no liability for garments that have missing or removed Care Labels.
Re-Cleaning: The system is set up to deliver meticulous care for all of your fabrics. If you are not happy with the service for any reason, we will re-launder your garments without charge or refund your money.
Personal Items: Please check all your garments for money, jewelry or other valuables. If we find any valuables in your garments, we will make every effort to return them to you but we cannot be held liable for the loss of any such articles sent to us.
Payment: Full payment is due on completion of the service and will be charged to your credit card as detailed in your Client Profile.
