Poor Service

Dear HelloPeter,

I would like to lodge a formal complaint against Levingers Dry Cleaners regarding what I believe to be poor service, a lack of accountability, and an unwillingness to fairly investigate a legitimate customer complaint.

I entrusted a premium suit to Levingers for cleaning. Prior to cleaning, the suit fitted correctly and had no issues relating to its size or dimensions. However, after the garment was returned to me, it no longer fitted as it had before. The suit appears to have shrunk, rendering it materially different from the condition in which it was entrusted to their care.

When I raised the matter with Levingers, the company rejected liability, primarily on the basis that the suit was collected in February 2026 and the issue was only formally raised in August 2026. Their position is that the passage of time makes it impossible to determine whether the shrinkage occurred during the cleaning process or afterwards.

I strongly disagree with this conclusion. The mere passage of time is not evidence that the damage occurred elsewhere, nor should it automatically absolve a service provider of responsibility for an item that was under its care. Levingers appears to have placed the entire burden of proof on me as the customer while making no meaningful effort to independently assess the garment or investigate the possibility that the damage occurred during cleaning.

Furthermore, shrinkage is not something that develops gradually through ordinary storage. A suit either retains its dimensions or it does not. There have been no intervening events that would reasonably explain such a significant change in the garment's fit.

What is particularly disappointing is that, despite being a long-standing customer, my complaint was dismissed solely on the basis of timing rather than on any objective assessment of the garment itself. I requested that the suit be independently assessed by a qualified textile or garment specialist, but this request was not accommodated.

Adding to my frustration is the complete lack of accountability demonstrated by the company's leadership. I have not received a direct response from the CEO despite escalating the matter. The absence of engagement from senior management on a legitimate customer concern reflects poorly on the company's commitment to customer service and resolution.

I believe consumers are entitled to fair treatment and a reasonable investigation when property entrusted to a service provider is returned in a damaged condition. Even their franchise is complaining about the lack of support from the franchise owner.

I am sharing this experience so that other consumers can be aware of how this matter has been handled and in the hope that Levingers will reconsider its position and engage constructively toward a fair resolution.