I am really so upset about this-it just seems so unfair....
last week I bought this dress
I wore it to a posh do but got some champagne on my frock.
The label said dry clean only so I took it along to my local dry cleaners who said that the champange would be next to impossible to clean as it is a water based stain and that only water can remove such stains, he cleaned it anyway and the stain remained-he explained that chemicals did exist to clean it (water based ones) and that they could even try dipping the dress into cold water but both options would run the risk of ruining the dress further.
I took the dress to another dry cleaners who said exactly the same-that the fabric (silk) cannot tolerate water on it (even rain) and that to remove the stains would probably lead to the colours running or. fabric damage.
I took the dress into Monsoon and explained all this-the lady phoned customer service and then came back to me and said that as I had now had the dress dry clceaned that the stain was fixed and there is nothing they are prepared to do about it!
I by this point was quite upset as this is an expensive dress which I cannot afford to wear once only.
I asked if I could speak to customer services then and there and the lady did ring them for me-I had a very lenght conversation with the woman on the end of the phone who although not outright rude was very "attitudey"
My argument was that they had made a dress that stained if got wet but that was dry clean only, and dry cleaning wouldnt remove water marks - there was no warning on the dress to tell me to avoid water on the fabric. Not being a posh frock wearer I wasnt in the know about these sorts of things. I explained that I had spent alot of money on this dress that I now cant wear.
Her response was that dry cleaning had now "set" the stain, that it was my fault as I spilt the drink that as it was not a manufacturing fault she had no responsibility to do anything.
By this time I was quite upset not crying but my voice was going a bit wobbly!
I did keep trying to ask her to explain how I should try and sort the dress out but she could only say that the dress once wet cannot be fixed as it is dry clean only-I explained what I had been told by the dry cleaners and she actually got narky with me and in a very sarcy tone was explaining what a dry cleaners was. I suggested that maybe a tag should be put on the dress to explain about the water staining issue but she just siad "we dont have too do that or refund you" I asked her what I can do about it then-she told me to go to trading standards if I wanted to.
So i bought a dress that said dry clean only, i wore it and got a bit of champange down it-not much mind yu but in a very obvious place. i followed the instructions nd took it to the dry cleaners, turns out no water based marks can be removed from the dress and monsoon bear no responsibility at all.
I know its my fault as I spilt the drink but surly making a dress out of this fabric is insane! the dry cleaners said that even if it had been rain the water would have marked the dress.
The customer services woman said her bit and I said mine I asked her if there was anything she could do to help sort the situation out and she said she had no responsibility to but if the store wanted to offer an exchange then thats down to them. The lady instore was obviously in a real fix now as all this was going on next to the cash desk instore so Customers were hearing it all-to her credit she has offered to exchange the dress.
But the more I think about this the crazier it seems!
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Style & Beauty
A complaint about Monsoon customer services
98 replies
iMum · 07/06/2010 14:27
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