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How to handle a damaged garment complaint
Listen first
A customer with a damaged shirt is upset about more than the shirt. Let them explain, without arguing, and say sorry for the trouble.
Saying sorry is not the same as admitting fault. It shows you take the problem seriously.
Check your drop-off notes
This is where good records pay off. If the stain or tear was noted at drop-off, you can show the customer.
If it was not noted, look at the care label and at each step of the order to find where it may have happened.
Offer a fair fix
Common fixes are re-cleaning for free, paying for a repair, or a refund. For lost or ruined items, many shops pay up to a set limit, such as a number of times the cleaning price.
Write your limit in your terms and show it before customers book, so nobody is surprised.
Reply on time
Tell the customer when they will hear back, and keep that promise. A quick, clear answer often matters more than the size of the fix.
Learn from every complaint
Look for patterns. If the same kind of damage keeps happening, it may be a machine setting, a detergent, or a step that needs training.
How WashCare helps
Customers can report a problem with an order from the app. WashCare lists each problem with the garments involved and a reply-by time, so nothing is forgotten.
Questions people ask
Do I have to pay for a garment that was already damaged?
Not if the damage was noted at drop-off and the customer agreed to it. That is why noting stains and tears in front of the customer matters.
How much should I pay for a ruined garment?
Set a clear limit in your terms, such as a multiple of the cleaning price, and apply it the same way for everyone.
