Way back when we started The Lausanne Guide we decided that we didn’t want it to be a place of “critiques” so much as a place of “recommendations.” But from time to time, bad customer service makes our blood boil; it takes every ounce of class we can squeeze out of our wounded spirits not to use our social media channels and access to an audience to shout it from the roof tops!
When we do critique, we want to channel that energy into something constructive. For example, when people are snarky about serving us with our baby in tow, we launch a page with businesses that are welcoming to young families.
For many years, I (Sarah) commuted to Ouchy for work and along my route I found an excellent dry cleaners – shout out to Dry Wash! But after leaving my job to go back to school, the location no longer made sense from my home. After months without a routine and piles of dry-clean only apparel staring me in the face, I decided to try Oecoplan, a drop off service available at the Coop City in St. François. Like everyone, I hate housework, so the more convenient the better – and what could be more convenient than dry cleaning at the grocery store?
Unfortunately though, most of the clothes that I dropped off were ruined. They came back to us misshapen, shrunk and thinned. One wool sweater even had an appliqué flower safety-pinned back on (seriously?!). There was no note warning us of the damage, no offer of reimbursement, so you can imagine our shock when we pulled our clothes out a week later.
In the end, we were reimbursed two-thirds the value of the lost clothes, but sadly only after months of back and forth with the company where they claimed that they could see nothing wrong with our items. We lost a winter coat, a gorgeous summer suit belonging to my husband, countless dress shirts and that aforementioned unfortunate sweater. Of course, we now have the money to replace what we lost, but I still feel the story is worth sharing because it wasn’t easy to convince them to pay us for the damages. My husband is francophone Swiss and refused to take ‘no’ for an answer – even though I speak French, it would have been very difficult for me to hold my ground so well in my non-native language. Knowing that many of our readers are expats, I felt that it was worth suggesting that you find another place to take your dry cleaning. Unless of course, you can hold your own in French and enjoy a good fight…
We’re still looking for a new dry cleaner downtown! Do you have any suggestions?!