If you follow me on social media, you may have noticed a few weeks ago that I posted about my dry cleaner losing my hunt coat. I purposefully didn’t name the business and was willing to give them a chance to make things right. So this is my story about doing business with Twin Kell Cleaners.
I dropped my hunt coat off with the cleaner early on a Tuesday morning and emphasised to the woman I left it with that it HAD to be ready to pick up by 8a on Friday morning. She was a big grumpy and seemed quite put out by my request (really, is it unusual that someone would want their clothing back in 2 1/2 days?!) but committed to have it ready after 5p on Thursday.
I left a touch earlier than usual on Friday morning to give myself plenty of time to stop at the cleaners before work. I rolled up at about 7:30a and had even kept my ticket with the bar code for them to scan and (hopefully) make it quicker and easier for them to find my coat. The nice lady takes my ticket, goes to the back and starts rolling the hangers to get to my number. After a few minutes of this I can tell something isn’t right. She smiles at me and asks the other nice lady at the desk to come back and help her look. They go item by item through at least 500 garments to no avail. They ask the washing girl if it is in with the washed items (egads!). Still no coat. By 7:50a they admit to me that they have lost the coat. I explain, as nicely as I can when starting to panic, that I HAVE to have this coat before I leave for the horse show that afternoon. They are going to continue to look and will call me before 2p.
Now this isn’t just any old hunt coat. This is a hunt coat that my Mom made for me when I was in high school. It is a lovely charcoal tropical wool with a RED pinstripe and RED silk satin lining. And it fit just perfectly.
Losing my hunt coat was definitely an inconvenience, but it was a huge sentimental loss, too. My Mom is an amazingly talented seamstress. She made all of my horse show clothes when I was growing up as well as all my formal gowns and all my regular clothes until I was in junior high (which is when one becomes way too cool to wear clothes that Mom made). She had always said that NOTHING was as hard to make as hunt coats. The fit has to be just perfect for the fabric to lay correctly.
The nice lady from the cleaners called around 1p and didn’t have any better news. The coat was officially lost. They suspected that they accidentally gave it to someone else, but wouldn’t know that until or unless someone returned it and there was no telling if or when that would happen. She did advise me that Twin Kell would reimburse me for a new coat if I had to buy a new coat. Well, if I was going to show I really had to have a coat. I had already texted my trainer about the debacle and she had rounded up some coats I might be able to borrow so hopefully all wasn’t lost.
I left work, picked up Sterling at home and drove as fast (and safely) as I could to Tyler in hopes of getting there in time to try on some coats at Quail Hollow Tack. If the cleaners were willing to reimburse me for a new coat I might as well get one. If they did find my coat at least I’d have a second in case something like this happened again. I got there in the nick of time to unload Sterling and run over to the trailer to try on coats. The Grand Prix Techlite in Navy fit me PERFECTLY! AND it is WASHABLE! No more worrying about any dry cleaning incidents!
I showed the next two weekends with my new coat and no word from the cleaners. I had my receipt for the new coat tucked safely in my purse, but just hadn’t been able to bring myself to go request the reimbursement. Lo and behold, two days before the last spring show in Tyler the cleaners called. Someone else had in fact picked up my coat and had returned it to Twin Kell. I was absolutely delighted. I did mention that I had to buy a new coat and that they had promised to reimburse me if I did buy one. She asked me to hold on and passed the phone to one of the owners. My heart sunk. I just knew he was going to tell me that he was sorry I had to buy a new coat, but that since they now had mine they weren’t going to cover the cost of the new coat. In fact, all he asked was how much the new coat cost and that they would have a check ready for me when I picked up the missing coat that afternoon. I told him the cost and offered to provide the receipt. He didn’t need to receipt and the check would be ready by early afternoon. I could have hugged him through the phone! What delightful customer service!
I picked up my coat that evening and sure enough there was an envelope attached to the hanger with a check in the exact amount I told him. I’m a forever Twin Kell customer now. I’ll tell anyone who will listen about how well they treated me when they truly didn’t have to treat me well if they hadn’t wanted to.