Laundry Concierge

Horrible business! I’d advise against using this place. Their work ethics are questionable. I’m pretty sure that if anything happens to your laundry, whether it’s your fault or not, Laundry Concierge will not behave in a responsible way.
I asked my jeans to be shortened by 1.5″. They came back without a hem. I was basically charged $ 15 only to have my jeans ruined. They now looks so weird — like jeans that look like suit pants. However, my negative review is not solely based on this outcome. It has more to do with the way Laundry Concierge handled the situation: ignore my complaints. They have a customer service email and rep and everything. But when you try to talk to them about a real issue, they go cold.
There is implicit trust when you hand over your clothes to a laundry service. You expect the service to take care of your products and return them unharmed. When the service throws away a key piece of fabric without any consultation with the owner, I consider that a breach of trust.
I’m quite busy, so I admit that I sometimes don’t give detailed instructions. But that doesn’t give the tailor the right to do whatever he/​she wants, especially when the decision could damage the clothes. Besides, most decent laundry services I’ve used before always kept the hem intact when shortening my jeans. The jeans are still reparable, but Laundry Concierge seems to have thrown away the hem, without even asking me.
What upsets me even more is that their customer service is ignoring me. This was their initial reply to my complaint:
«We normally match the thread colour and the hem is virtually the same as the original. Can you send me a quick phone picture of your pant hem as I didn’t see the final product myself. The original hem is gone, I can, however ask the tailor to look at them again if you like.»
I responded to this comment. I sent them the picture and explained the situation, as they asked me to. I asked if they could look for the hem. I even followed up a couple of times afterwards. But they never responded. This negligence is very insulting because I know they respond super quickly to questions regarding order placements. If they think they made a mistake, they should own up and apologize. If not, at least they should have explained why not. You don’t simply ignore your customers, especially after you had given them homework to take pictures and had invited them to reach out again.
In all fairness, I warned Laundry Concierge that I will post this negative experience to Unilocal and other review sites. I even told them that I wouldn’t post this if they just showed me that they are taking my complaint seriously. I never asked for refunds or anything. I gave them a time window to respond. I don’t know how much more chance I can give them to rectify the situation. But obviously, they don’t seem to care. So here it is, my horrible experience with Laundry Concierge.

Great dry cleaning service. Easily accessible. No complains about my first order, the turnover was relatively quick as well. The best part is you don’t have to make awkward small talk with your dry cleaning guy. Like the attention to detail (photos of each garment picked up, coat belts etc).