Judi's was recommended by Restoration Hardware as their Cloud is exclusively cleaned by them. I was unsure of the price so I called first to get an estimate. Armani answered the call, wasn't sure how to price it so he asked his manager, then called me back. I was given the amount of $200; no more than $230. I let him know that I am 45 minutes away (one way) and that he needed to be sure of the price. He assured me.
I dropped it off on Saturday, where I was now told the total was $270 (an increase of nearly 30%). I told the woman at the counter what I was told and she didn't honor that price or even check with Armani or his manager. Instead, calling Judi who said, "$270, it's a great price", completely ignoring what I was quoted. Since I had driven all that way, I decided to leave them.
I received the 26 pieces back on Friday and as I was putting them in my SUV, I noticed there was a frame piece that had a black stain running along the bottom. I finished loading them and went back inside with that one piece. That stain was not there when I dropped it off and I was told by the front desk lady that they could reclean it free of charge. When I asked if she saw the stain, she said, "she was surprised that it had an issue and assured me that I wouldn't find a stain on the others. When I found another small grey marking on that same piece, I showed it to her and she said, "I have bad eyesight. I can't see that last marking you mentioned."
I went home, looked at all 25 pieces and only a few didn't have issues. There are now holes in my covers, snags, and the light stains that were on them before, were not cleaned. I took them back in the following morning and a manager came out to, "handle the situation". When she came around the corner, she said, "these were *really dirty when I dropped them off (not the way to handle something like this; already refusing to accept responsibility) and that they don't guarantee all stains to be removed". I had put painters tape on the new stains caused by the cleaners, holes, and snags so she can easily see and spot clean. She began ripping off the painters tape and laughing under her breath while shaking her head. I told her it wasn't funny and that these weren't "very dirty, old, not well maintained, and just the integrity of the fabric". This Cloud is less than two years old, no one has sat it in except for me, and I take EXTREME caution with this furniture due to the sheer cost. I wanted to get it cleaned not because of how dirty it was but because of the desire for routine cleaning and maintenance. She then said, "why would you leave these here if you think we put holes in them?" I agreed and said I didn't want to but the ones that have holes, snags, something needed to be done. These are damaged and Judi's is responsible for this. She said she will refund me for the cleaning cost and will do nothing else. I told her the snags could have happened when they were being hung on rough metal hangers, or when they decided to put SAFETY PINS in EACH cover (which now has two small pin holes in each corner).
Ben, the owner called me and assured me that he was going to reclean these pieces. I drove back in, stood with Ben for almost an hour going over each piece in the back. He assured me that these problems would be taken care of and even told me the way these were cleaned were not correct and that it also caused them to fit too snugly on each frame piece. During our review, the women who cleaned them the first time, stood there, watched, and even picked up a corner of the piece and wiped her nose on it. I was so shocked, I didn't know what to say as this was seen out of the corner of my eye as I was talking with Ben.
A week or so later, I logged into my bank account and saw a $528.92 charge from Judi's. I immediately called, got the same rude lady that told me, "these were *really dirty when I dropped them off" and we discussed where my initial refund was. She told me that their accounting person wasn't there and that I would have to wait for a check to be cut. At that point, we discussed the status of my covers and she was ready to hang up the phone when I asked, "why was I charged $528.92?" She then said, "OH MY GOD, THAT WENT THROUGH!" to which I replied, "yes it did". Why was I never informed? Why was I charged this random amount when I at that point, had a closed account with Judi's and was assured that my debit card number wasn't in their system? She had nothing to say. NOTHING! This took weeks to rectify because again, I had to wait for their accounting person.
Finally, when the pieces were ready, Ben promised to deliver them to my house. As I was opening each piece, the holes, snags, safety pins, marks were still there. Nothing changed except however they cleaned them, they were able to stretch back out to fit over the frame pieces. I messaged Ben pictures & told him this was unacceptable to which he never responded. read more