Customer Reviews for Mulberrys Garment Care

I had a cashmere sweater cleaned at Mulberrys in Palo Alto. The location is convenient for me and I try to patronize the shops in Edgewood Plaza because I would like that revitalized shopping center to succeed.As a comparison, I took similar sweaters to two other dry cleaners. I dropped off all three sweaters mid-day on Wednesday. The other two cleaners promised the sweater back on Saturday; Mulberrys promised it on Friday after 5:00pm---Good. Mulberrys sent email when it was ready---Better. It was ready Thursday afternoon, a day sooner that promised---Even Better!I was pleased with the cleaning job.What I liked: - Interaction with the Mulberrys' staff - Email communication - Quickness of serviceMinor inconvenience: I arrived to pick up my sweater just as a truck was delivering cleaned items. The one employee was busily going through the items hanging on a rack. Because that rack was parallel to the counter, she had to do this with her back to the counter and door. As a result, she didn't see or hear me enter. Furthermore, she couldn't easily check to see if anyone had entered without turning completely around, possibly loosing her place in the task. After a short wait, I called to get her attention.If there is enough room in the store to place the rack at an angle to the counter instead of parallel to it, employees could look stand with their sides to the counter while going through the rack (instead of with their backs to it). It would be easy to glance toward the counter occasionally to check for customers, and so would make the interaction easier for both employee and customer.Criticism: I was very disappointed with the lack of transparency in billing.When I dropped off my sweater, I asked if there were a senior discount. The clerk checked and told me there was a 10% senior discount and that I also would get a 20% discount for being a first-time customer. I asked the cost of cleaning the sweater. She said that the basic price for sweaters is $9.99 and cashmere costs more; however, she could not tell me how much more. This is unsatisfactory. If your business is to provide a service, you should be able to tell customers how much the service will cost. There is nothing out-of-the-ordinary about cleaning a cashmere sweater, so the clerk should be able to tell me how much it will cost. In contrast, my claim check from the first other cleaner listed the price; when I asked for the price at the second other cleaner, I was told right away.I left knowing only that the cost would be more than $10 and that I would get 30% off however much it cost.In a short time, I received email with my order ticket. When I saw "invoice detail" in large letters, I scrolled down expecting to see a description of what I had left to be cleaned and what the cost was. But the only detail provide was "1 dry cleaning item," the claim number, and the pickup time. I then saw, closer to the top of the message, "We will review, inspect and price your garments shortly." So, I assumed I would get a subsequent email giving me the price. Instead, the next email said that my order was complete; again, without any details about what it would cost.When I picked up the sweater, the clerk rang up the charge of $9.60. I asked if that included the senior discount and first-time customer discount. She said yes and asked if I wanted a printed receipt. I said I did, assuming that all charges and discounts would be itemized. Instead, the receipt showed only the total charge of $9.60. I still did not know how much Mulberrys charges to clean a cashmere sweater!At home, I discovered that the sticker on the bag listed a $3.90 discount and a total of $9.60. So, I figured it would be easy to compute the cost:- If $3.90 is 30% of the cost, then the total is $13.00 and the amount I'd pay after the discount would be $9.10. That didn't work.- If $9.60 was 70% of the total, then the total would be about $13.71 and 30% discount would be about $4.11. That didn't work either. - If I owed $9.60 and was given a discount of $3.90, then the total was $13.50, but 30% of that would be $4.05, so that didn't work either.I can only assume that the charges would have been even more impenetrable if I had left more than one item to be cleaned.What I would have liked was details of how much I'm paying for what. Something like:sweater: 9.99 cashmere surcharge: 3.51 subtotal: 13.50 senior discount: -1.30) first-time discount: -2.60) Balance: 9.60If I had wondered about the cost, I probably would have guessed that the add-on charge for cashmere would be a dollar or two. I was surprised to see that it is actually 35% of the base price of $9.99. And this leads me to wonder if the add-on charges for fabrics like cashmere and silk are purposely hidden from customers.

One of the items (a jacket) was covered in hair and didn't look taken care of

I find it offputting that you charge an environmental fee without listing it on the board with the prices. Many other dry cleaners use green techniques and materials, and they just bake that cost into the listed prices. If you aren't going to do that, you should call this out to customers as a surcharge so it's transparent. Otherwise, it feels very greedy.

Was surprised to have metal hangers which are heavy to carry.

Really expensive, and didn't even get spots out of clothes. Also have had things delayed timing wise.

Better customer service

Pick up was a problem delivery was a problem. First time experience very disappointing. I’m going to give it one more try and see how it goes. Thank you

First time using your service. I was told my clothes would be ready by Thursday afternoon. I waited until Friday morning and pieces were still missing so I had to go back again later. It would have been nice to receive a courtesy call or email informing me of delay. It would have saved me a trip in the middle of a hectic schedule.

The reason for my rating is that Mulberrys unfortunately ruined a sweater - I picked it up from cleaning and discovered discoloration all over. I brought it back in and the manager emailed me a week later saying it was an invisible stain and gave me a $30 credit. I think it would have been more appropriate to ask the retail value of the sweater and offer something closer to that.

White collared shirts came back with wrinkles, collars were not properly ironed (wrinkled), and with black lint and some hair on shirts. I would have to iron these again and take a lint roller to all three. Also, there is what appears to be a blood stain on one shirt which was NOT there when I sent it.

I've only been to your store three times and yet one out of those times my cleaning didn't arrive when promised and I had to wait until the next Monday to receive it. I've never had this kind of problem with a "normal" value-priced cleaning service. It's extra painful when one considers your prices and the boutique type experience you seem to be shooting for.

I got my jacket back and now it has new stains. So I had to send it back. Hopefully it is cleaned this time around. I am worried that it was ruined.

The dry cleaning was fine. I also included boots for a shine, and the text said they were delivered. Security cameras from the Millennium show only things on hangers being delivered. Contacting you folks has been frustrating at best. Please find my boots and deliver them!!!

My deliveries are to be left in the side yard next to the garage on the Louis Road side of the house on the white hook. This is noted in my account and regular drop offs are made there. Today the large order was left at the front door - - fully visible to all porch pirates. It was hooked to the mailbox scratching the finish and knocked over the plant on the right side of the door below the mailbox.Delivery people working for your company should pay attention to the specifics of a clients account.

There has always been a problem with communication. You rarely answer any of the phone numbers for the last 3 years.

Jacket was on the last delivery of the day and I had to go back Sunday morning for a Saturday delivery.I

There was a dirt stain on my white blouse and it was still on the top when I picked up my order. Given the stain wasn't red wine or something like that, I had expected it to be taken care of during cleaning.