Do not take your clothes here. It is simply not worth the risk…read more
I've had nothing but great experiences with Jack Brown Cleaners in Austin, which is why I didn't think twice about using this San Antonio location. I should have.
They destroyed a $160 pair of pants--ripped beyond repair--and instead of telling me, they folded them up, put them in the bag with the rest of my clothes, charged me, and sent me on my way. I didn't discover the damage until I got home, at which point I immediately drove back. That level of dishonesty is honestly worse than the mistake itself. Accidents happen. Trying to hide them is inexcusable.
From that point on, the customer service somehow got even worse.
The woman who is consistently working the front counter is one of the rudest customer service employees I've ever dealt with. Every interaction felt like I was inconveniencing her because they destroyed my clothing. Her manager, Joyce, wasn't any better. There was no apology, no ownership, and no effort to make things right. Instead, I was bounced from person to person, told to call people who had no idea what was going on, and given whatever answer would get me out the door.
It ultimately took four or five separate trips to the store to resolve something that should have taken one. At one point, they neglected to mention that I needed to bring a printed purchase receipt for reimbursement, so I drove there for nothing, had to drive home, print it, and drive back again. Somehow, every step of this process was made harder by employees who either didn't know their own procedures or couldn't be bothered to explain them.
The only reason I was eventually reimbursed was because I happened to have bought the pants online and could produce the receipt. If I hadn't, I likely would have been out $160 because of their mistake.
Ironically, the corporate office was excellent. They eventually sent me a reimbursement check along with a genuine apology. Corporate clearly understands what customer service looks like.
This location does not.
Destroying a garment is one thing. Hiding it, charging the customer anyway, refusing to take responsibility, and then making them jump through hoops for a month to fix your mistake is another. This was, without question, one of the worst customer service experiences I've ever had. I will never trust this location with another item of clothing, and I strongly recommend you don't either.