When returning the garment to the retailer, it is beneficial for the cleaner and the customer to approach the retailer together. This allows you to explain the process of drycleaning and the particular problem that occurred. Explain that you followed the care label and the retailer has cause to make an adjustment. In most cases, where the analysis report is not accepted by the retailer, it is because of the customer's hostile attitude towards the retailer. Keep in mind however, the customer is upset about the whole process and feels imposed upon by having to return the article to a retailer.
Customers have a problem realizing that a large manufacturer can make mistakes.
They feel it is more likely that the small business, the drycleaner, would be at fault. The customer also feels that since you had the garment last, you are at fault. Give customers a copy of the report and answer all questions they may have. Call the retailer prior to the customer returning the article and make an appointment. Going to Court IFI has always maintained that, if possible, it is better to avoid appearing in court.