On 12/21, I brought in 3 button down mens shirts & 2 ladies cardigan sweaters. Jade helped me & I informed her I wanted to wear one of the sweaters( the red one) on Christmas so if I could pick them up on 12/23 that would be great-She said no problem. I returned to pick up my items on 12/23 & found that the mens shirts were fine, but that my red sweater had a huge hole in the back, so I took it out & examined it w/Ashley @ the front desk. We found 6-9 holes spread throughout. We then looked @the blue sweater& found that it had a small hole on the sleeve. Ashley checked my account & said that they hadn't notated any damage. She explained that her manager had gone home for the day & that she wouldn't be in until 12/27. 12/27 she didn't call. I called on 12/28 & Ashley answered & explained she had been sick, but would call her manager now. Half of 12/28 came &went, &I called again and left a message w/Jade & asked her to have the manager call me. I received a call from Barbara not long after. Barbara identified herself as the GM& proceeded quite rudely to tell me that the damage to my sweaters was due to moths. I explained to Barbara that wasn't possible, that I wear the sweaters often& had worn the red sweater just 2 days before & that there wasn't any damage to the sweater. I also called out to her that when I dropped it off no one else identified holes& that even the dry cleaners hadn't notated any damage on my account. She proceeded to tell me that Jade did see a hole in the back after I dropped it off & wrote it on the slip. I asked her why Ashley didn't see any notations when I picked it up-Barbara couldn't explain. I also asked that if all these holes were in the sweater when I dropped it off why would they have only notated a hole in the back (& not check the rest of the sweater) & if a customer dropped off a sweater w/ 6-9 holes throughout it & they didn't notice until after the customer left why wouldn't they call the customer to avoid a situation like this-Again, Barbara had no explanation. She said "Sure, out of all the clothes we dry clean we picked on your two sweaters to ruin". She told me there is no way that she would refund me for the sweaters (These are 2 Tory Burch sweaters worth $225/sweater). Barbara was suppose to check back in w/Ashley to find out why she didn't notify me @pick up that they saw the holes when I dropped off & then call me back. of course, no call back. I called again on 12/29, to follow up w/ Barbara & she stated she still hadn't spoken to Ashley because she was out sick. Barbara said that once she spoke w/ Ashley she would send out the sweaters for analysis- I explained that I understood that process & knew where they would be sending them, but that I need a resolution. She said she would call me back by the end of the day once she had spoken to Ashley & update me on what she was going to do. Again, 12/29 came & went- no follow through from Barbara. I called again on 12/30 & spoke w/ Barbara & asked why she didn't follow through on the call, she had no explanation. I asked if she spoke w/ Ashley & she said she did & that Ashley knew the hole was there. I said that wasn't possible that I know for a fact Ashley didn't know. I told Barbara I wanted to speak w/Chuck, the owner. She said she would "try". After we hung up I stopped into the store on Mendon Road & spoke w/ Ashley. She stated that she didn't know the holes were there (proving that Barbara lied). I attempted to call Barbara back & after a few calls it became apparent that Barbara was screening my calls. So, once I got ahold of Barbara I told her I spoke w/ Ashley & that she confirmed she didn't know the holes were there. I told Barbara I didn't appreciate being lied to & that I was not happy. She said "I'm sorry I mis-spoke". (I don't understand how anyone who was trying to track down & speak to an employee for 2 days would "mis-speak about whether or not they knew the holes were there"- sounds like a lie to me). I proceeded to tell Barbara that I wanted to speak w/Chuck today, & she said "he won't tell you any different, we have a protocol".. I told her that I wanted to speak w/ Chuck about the people side of things, how I have been treated &the lies that I've been told. She proceeded to say "What about you harassing me? You've called me 15 times, I've had to speak with you 15 times" (1st-15 is an exaggeration, but 2nd even if it were 15 times, you ruined $450 worth of merchandise, you still have my merchandise, you don't follow through on anything, & you lie. It is your job to deal w/ the unsatisfied customer. If you can't handle your job, find a new one). I ended the call telling Barbara that I wanted to deal with Chuck and I wanted a call today. She then proceeded to tell me she doesn't always talk to Chuck & she would *try* to send a message (really, you can't get ahold of the owner?). Now, I am still down 2 $225 sweaters, no timeline, no resolution & being treated horribly. AWFUL! read more