Preface ✦
It is not easy for a laundry person to run a laundromat, and it is easy to get into a washing dispute if you are not careful. When encountering a good-tempered customer, the two sides have a deal of discussion, even if there is a washing accident, it can generally be properly solved, but to meet unreasonable customers, then the trouble can be big. Recently, a fellow laundry practitioner told us about an unforgettable dispute case that their laundromat experienced.
Three times agreed to pick up the clothes, the customer has objections
It goes back to the fact that the laundromat had just opened, when a customer came to the laundromat with a couture cheongsam to wash and care. After the two parties have completed the washing and care in accordance with the washing agreement, they notify the customer to come and collect the clothes. Because the clerk in the store was relatively petite on the day, this long qipao was accidentally stained with a little dust on the ground when it was taken out of the bag, because the color of the qipao was relatively dark, so when the qipao was flattened on the counter, the customer immediately noticed this detail, and then asked the laundromat to reprocess it, and agreed that he would take it again on the day.
The reverse of the cheongsam
After the laundry has been re-washed, the customer is again notified to come and pick up the clothes. Unexpectedly, after the customer arrived at the store, he was unusual, indicating that the cheongsam was silk, and the fabric lined with the hem had four obvious dot marks, so he questioned the laundry's unprofessional washing and care, and refused to take the clothes. After careful inspection, the clerk found that the place pointed out by the customer was the indentation left by the protrusion of the cheongsam pattern during the ironing and folding process, so he explained the situation to the customer and promised the customer to re-handle it before delivering.
When the third time agreed to take the clothes, the customer, without checking the qipao, arbitrarily concluded that the qipao had been burned, indicating that he did not want it, and informed the clerk that the qipao was worth tens of thousands of yuan, and put forward the demand for compensation according to the price.
The store determined that the facts did not match, and the dispute escalated
Under the repeated confirmation of the technician, the laundry determined that the qipao had been completely handled, there was no problem that the customer was worried about, and it did not affect the wearing effect, so it tried to explain the situation to the customer in an attempt to reconcile.
Unexpectedly, customers not only ignored it, but instead found relatives and friends to surround the laundromat, and attacked the quality of the laundry through WeChat and other online channels, resulting in the situation gradually getting out of control, alarming the local 110 and market supervision departments, causing great trouble to the normal operation of the laundromat, and also allowing the laundromat to bear the serious consequences of reputation damage.
In desperation, the laundromat considered the continuous operation in the future, and told the customer that as long as she could provide valid evidence of the value of the cheongsam, the laundromat was willing to compensate it with a standard of up to 20 times the washing cost according to the local washing and dyeing industry regulations. However, the customer refused, and strongly said that he would sue the court to defend his compensation claim.
After repeated coordination and unsuccessful coordination by the market supervision department and the consumer association, the laundry thought of seeking the help of the washing association, and then under the analysis and guidance of the leaders and experts of the local and other provincial and municipal washing associations, the laundry decided to take legal measures to protect its rights based on the premise that there was no quality problem in its own clothes washing.
Cheongsam front
Laundromats are firm in defending their rights
Insufficient customer evidence ended hastily
During the trial of the case, the laundry submitted a complete chain of evidence through pictures, videos, etc. of the whole process of receiving clothes, washing and nursing, and the communication records of the whole process of receiving clothes, washing and nursing, and the customer provided no other substantive evidence except for providing a purchase receipt (worth 7,800 yuan, not more than 10,000 yuan as it claimed). After the customer knew that there was no hope of winning the lawsuit, he withdrew the lawsuit on his own, and the laundry successfully defended its rights.
After the customer withdrew the lawsuit, the laundry said that as long as the customer can write a public apology letter to eliminate the adverse impact on the reputation of the laundry, it will still carry out relevant operations in accordance with the original washing and care agreement, and the customer can take away the qipao that has been washed at any time. But now, years later, the customer has neither written an apology nor retrieved the cheongsam. The original dispute evidence, as a typical case lesson, was displayed by the laundry as a reference template for the handling of staff disputes.
Cheongsam partial
Case implications
1, the laundry cleaning defects or even washing accidents are not terrible, first of all, should present to the customer integrity, positive attitude.
2. In the case of ability, try to reduce or eliminate the impact of washing accidents on the quality or wear of the clothes themselves through subsequent repairs and other details.
3. Keep complete transaction evidence and communication evidence as much as possible so that there is a reason and evidence in the event of a dispute.
4. When it does not have the ability to deal with it in a timely manner, it can communicate and coordinate through other channels with the help of third-party forces, try to resolve disputes peacefully, and avoid further expansion of disputes, which will adversely affect the normal operation and reputation of the store.
5. In the case of determining that the laundromat is not responsible, try to choose the appropriate way to legitimately safeguard rights, and do not blindly compromise and give in with the mentality of making big things small and small things, and suffer unnecessary compensation losses.
Special thanks: Chongqing Amy Laundry provides case support