Americandrycleaningcompany Reviews 97

Not the best experience. Costs are quite high and the membership didn’t meet my expectations

More than a week has passed since they ruined my jacket. No clear answers, just a customer form. Very poor communication and no accountability.

I have never used a dry cleaner with such dreadful customer service in my life. First they ruined a beautiful Ralph Lauren cashmere blanket and refused to take responsibility. Some time later as we were moving our very unwell mother into a home, they shrunk one of her beautiful cardigans and refused to take responsibility once again. They promised to get back to us but never did in spite of constant reminders. They are an absolutely awful company, ruining clothes and their customer service do not feel the necessity to respond to any complaint. I would highly recommend that this company comes under some kind of scrutiny. They make promises to rectify the problem and never got back to us.

I took a designer dress for dry cleaning - I paid for a premium service to ensure careful and proper handling of the dress. When I went to get my dress - i discover a big hole with thread of fabric pulled and hanging loose around the hole - the lady at local shop admitted it was a damage caused my the dry cleaning and raised a complaint- yet the customer service at head office denied damage caused by them and said the damage was there beforehand - when said I should have anyway read the small print in their policy that damage can happen and they do not take any responsibility
When I called to speak to customer service - the person replied was very rude unhelpful and a liar - he initially said he is not dealing with complaints but suddenly when gave my reference he said yes that he reviews the case and became defensive when I asked him can he please connect me to the right person he then said he is higher level than customer service and that is final decision - nothing is their fault - no apology no even offering to refund the amount I paid for premium service let alone compensation for d
a high designer dress
I regret going to them - I can see now they have very bad reviews please avoid using their service

Terrible. Charged me 80 quid for repairs to two jackets. Neither repair was done properly so having them done again somewhere else. Jacket was deliver 3 days late after agreed date. Lived in kew 20 years. Never used them before and won’t ever again. Get the impression they don’t give a monkeys tbh

UPDATE FOLLOWING COMPANY REPLY:
The work is so amateurish that I would not trust you to do anything further to the garment. I find your excuses laughable. The button impressions could easily have been avoided with the proper professional approach, as you well know. Don't iron OVER the button; iron on the side of the button. Button impressions are all but impossible to put right. Please also tell me how you are going to put right the shine on the collar caused by overly aggressive ironing.

----------------------------------------------

£30 to clean a raincoat. Pressing poor, especially around the collar, which is scrunched up and creased where it has been packed while still damp. Pocket flaps also creased. There are imprints of buttons. Given the premium price, I expected a premium service. This is a long way from that.

Kensington American Dry Clearning Company has the best key cutting service.
Cut a deadlock key and got it right first time.
I like Timpsons, but they couldn't do it after three attempts.
Customer Service was very friendly and polite too.
Well done!

Dry cleaned a gilet at their Kew branch - it came back with burnt holes (!) and new stains.

I sent a complaint the next day, which was ignored. They later rejected it after my follow-up, saying I should have submitted another complaint after the re-clean - as though the re-clean could magically fix burnt holes.

The quality of their work and response is not surprising given their 2-star rating. I will be pursuing this through Small Claims (MCOL) and will update the review with the outcome.

WORST COMPANY
They claim to do alterations for designer clothes please don’t be fooled by this read the reviews
They ruined my Canada goose coat with a simple putting popper back on
And the stitching to fix a small hole was atrocious
They use cheap labour and non experienced Taylor’s

DO NOT TAKE YOUR CLOTHES HERE especially if they are DESIGNER !!
They claim to deal with designer clothes on their website it’s rubbish and a lie

Don’t be fooled by their website clever marketing making out they are something they are not qualified for

KEW BRANCH

I went to the Hampstead branch - staff were polite/friendly and the turnaround was fairly quick - but they did a really poor job altering my trousers; it's only been a few months, and even though they haven't been worn much and have only been washed a couple of times, the stitching on the hems has already come apart

If I could give this company zero stars I would. I entrusted them with a near-new Coach rain mac for its first clean. I paid more than the usual fee for specialist cleaning to protect its leather trim. I received my coat back to find the metal buckles had not been protected and were therefore damaged in the cleaning process. To say I was furious, is an understatement!

Worse than this, American Dry Cleaning Company has refused to take responsibility for this!

On discovering the damage, I contacted the particular branch immediately and returned the coat to them. I was greeted by an understanding staff member but was essentially informed that American Dry Cleaning Company would not be taking any responsibility for the damage.

I have since discovered that numerous other customers have had similar experiences with this company, which essentially demonstrates that this is their usual way of operating.

I have also emailed customers services over 2 weeks ago and haven't received so much as confirmation of receipt.

What an absolute disrespect and disregard of their customers and our custom! You seem to be very shortsighted by thinking you are saving money by essentially cutting corners and fleecing customers, but overall you will be the losers. See, I will never ever use your company again and have told everyone who will listen about your abysmal and unprofessional company and service. Rest assured, I will continue to do so.

USE THIS COMPANY AT YOUR PERIL!

Update (3/11/2025): This is a phony response to save face! The email address provided doesn’t even exist and yep, you’ve guessed it, still zero correspondence from customer services. Anyway, I’ve accepted the loss now. Just wanted to let you all know what this company is really about!
————————
And this is how this company speaks to their customers! How about you provide a correct email address? How about apologising for giving me one that doesn’t work/isn’t real? Thank you so much for revealing exactly the company you are!

I’ve never encountered a company with such a belligerent attitude towards its customers.

They ironed my £1,200 jacket like you would a cheap table cloth and insisted on being paid. Any business looking at such workmanship would waive their charges but no chance and threatened to call the police if I left the store without paying. The success of this business must be based on overcharging their customers to the extent where that they don’t have to care about them.

UPDATED SINCE RESPONSE RECEIVED.

Thank you for your reply. However, I must correct several inaccuracies and reiterate the facts of this matter, as well as my continued dissatisfaction with how it has been handled.

To clarify:
I brought my jacket to your Blackfriars branch on 25th January and collected it on 4th February 2025.

You claim to have sent an email on 4th March, but at that time, I had not provided any email address to your staff. I later supplied one after being asked to do so, which was after 4th March.

Despite my repeated follow-ups with Peter on 24th March, 29th March, and 6th May, no one ever mentioned that an email response had already been sent.

When I spoke to Peter on 29th September, I requested the sender’s email address, and he said he would call me back but failed to do so. When I called again on 2nd October, Mark informed me that Peter would not be calling back and that there was “nothing Peter could do.”

After I texted Peter on 3rd October to state that I intended to take the matter to court, I suddenly received, for the first time, an email containing what was described as your “response from 4th March.” This raises serious doubts about the authenticity of that correspondence, as I never received it before and confirmed by checking all inboxes, including spam and junk folders.

Furthermore, before handing over my jacket, I specifically asked the member of staff whether cleaning it posed any risk. I was assured that your company specialized in such garments and that there would be no issue. At no point were any risks explained by the store manager or any member of staff. Had I been informed otherwise, I would never have agreed to proceed.

There were also no terms and conditions printed on my receipt, contrary to your claim that these are available “on the dry cleaning ticket.”

Despite my numerous attempts to resolve this matter amicably, I have received no offer of a refund, no accountability, and no meaningful resolution. I was informed that my case was “closed” despite ongoing communication and evidence showing I have been pursuing this since February.

As stated in my previous correspondence, I have now issued a 14-day deadline for a response before initiating legal action. I urge you to address this matter promptly and provide a fair resolution within that timeframe.

________________________
ORIGIONAL REVIEW
Ruined my moose knuckle jacket.
Even though they apparently “specialize” in down jackets

I wish I could upload pictures of my jacket.
I have silver buttons and missing zips…. My buttons were BLACK and I had no mixing zips when I brought it to store.

I’ve chased it from February til now October.
They state they emailed me but didn’t have my email. I provided it to them they closed my case as I apparently didn’t reply to an email. But I am yet to receive an email.
Mark in HQ is rude, dismissive and very unhelpful, I’ll be taking this to little claims court as they are refusing to do anything regarding it and blaming me.

Mark has blocked me from calling.

Mark refused to provide me with the date and email address of the sender I should have received an email from.
Mark refused to provide me with my email address inorder to confirm if it’s right or wrong.

I can not get through to anyone other than mark which is so frustrating.

I’ve now been blocked and can not call them.

Worst experience ever. So much time energy and emotion gone into chasing this company for a solution. And I’ve been left with none.

I wouldn’t recommend cleaning anything with them.

its been more than a week since they destroyed my jacket and I haven't heard anything from them apart from sending me a customer form. Their emails lack of empathy and professionalism . they haven't explained or given any kind of information of why the jacket was destroyed. I am chasing them for answers . Funny part they reply to public reviews but not to company emails.

Do not use this service for anything you don’t want ruined. Destroyed my Giorgio Armani jacket - it has shrunk and no longer fits. I took it to the Hampstead branch, showed them the detailed instructions on the label and was assured they used organic cleaning agents. I said I just wanted them to use whatever was on the label and to follow the instructions (which state not to use a steam iron or heat above 110 degrees). It seems they must have ignored the label. The jacket has strange creases across the back and is about 2 sizes smaller. Expensive service - happy to pay if there had cleaned it without damaging it but it’s a rip-off and they have destroyed a very expensive jacket.

Really nice dry cleaning and helpful staff in Maida Vale branch Mr Rahul was really helpful

I paid £90 for what was supposed to be specialist dry cleaning at American Dry Cleaning Company (Kew branch) for a delicate dress with a lamb’s leather belt. Before handing it over, I clarified multiple times — both in person and over the phone — that the item needed specialist handling. I even supplied the original care label. I was reassured at every stage that they’d take proper care of it.

When I first went to collect the dress, it had brown stains across the front — resembling makeup, Coca-Cola, or coffee — that were absolutely not there before. I have photographic evidence from before and after. Their initial response was dismissive. The staff member I’d spoken to at length — four separate conversations — claimed he “couldn’t remember” any of them. I have all the call logs.

He told me to raise a complaint. I did.

At that point, I was told the dress would be re-treated. When I got it back, it was in slightly better condition, but still had three visible stains. I asked for compensation. Their next email claimed they had not re-treated the dress after all — and implied I was imagining the stains. Truly absurd.

Despite all evidence, they continue to hide behind the fact that I signed an “Owner’s Risk” form — using it as a blanket excuse for doing substandard work and avoiding all accountability. No apology. No refund. Not even a gesture of goodwill.

This was not a specialist service. It was expensive, careless, and insulting. The customer service has been defensive and flippant throughout. I’m shocked that in 2025, a business can operate like this and still get away with it.

I wish I’d read the other reviews before trusting them — I’m clearly not the only one.

Customers deserve better. And frankly, I want my £90 back.

Avoid these scammera if you dont want to pay just to ruin your cloths

I brought in a £200 silk dress to be taken in at the bust. Instead, they over-tightened the waist, left the bust area untouched, and completely ruined the zip—leaving the dress misshaped and unwearable (see photo).

Worse than the poor work was the treatment. The tailor was aggressive, made inappropriate comments, and got visibly angry when I asked for the agreed work to be done properly. I left feeling shaken and humiliated.

When I complained, they offered me a store voucher—as if I’d ever go back to a place that treated me like this.

This was not just a bad service—it was abusive and deeply unprofessional. Save yourself the stress and money.

Hamid the manager at the American Dry cleaning branch in Highgate is wonderful, and his attention to his customers and detail is amazing, you always get the best service from him!