Recently my wife had a few articles of clothing dry cleaned at Droplet (Gray's Inn Road outlet) including a shirt of mine. To our surprise & shock my shirt returned with all labels removed. The collar label was cleanly cut off with cutters and all traces of branding was cut out from the care labels within. First reason offered by the staff was that it must have fallen off in the cleaning process. After some consideration and confusion my wife returned to further pursue the matter and spoke to another staff member. In this case she was told that the labels couldn't have just fallen off and the manager will be consulted. The shirt was left at the premises and we allowed some time for the manager to review the situation. She returned again to pick up the shirt and asked for an explanation and compensation for what had happened. But the explanation this time was that the damage didn't occur at the premise and maybe we are responsible for the missing labels. This was clearly not valid or coherent - and frankly unprofessional and insulting. Ordinarily I would not care too much about labels or branding, but this was a Tom Ford (circa £300.00 retail) piece specially bought by my wife for our wedding. It was only bought in May 2022 and worn twice - it was practically new. The shirt is tied to its quality / design, but also to its maker - removing the labels takes a lot away from the item's value and most importantly it has degraded something sentimental to me. This was explained to Droplet, but obviously they couldn't care less - we will never use their services again and would caution others against leaving high value items with them.
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