How do I check how a dry cleaner handles lost or damaged garments?

Start with the claims record. Ask how many garments were reported lost or damaged in a recent stretch, what caused the problems and what the plant paid. If nothing is recorded, ask how complaints are handled informally. A seller who settles everything at the counter may not have any paper to show you, which makes the true level of claims hard to judge.

Next, test the tracking. Follow a garment through the plant: intake ticket, tag, cleaning, pressing, assembly and pickup. Where could an item go missing? Ask how unclaimed items are handled and how long they are kept. Check the policy printed on the ticket and see whether staff follow it.

Then look at who pays. Ask about insurance, what it covers and whether claims were made. Your insurance broker or lawyer can tell you what applies. Also check the financial statements for payouts, and ask about any pending disputes or angry customers. Finally, read online reviews and speak with a few long-standing customers if allowed. How the shop treats a mistake often tells you more than how it treats a normal order. Ask whether the shop has ever lost a customer over a claim, and how the owner felt the matter was handled.

Key takeaways

• Ask for the claims file and the written policy, then compare them with what staff really do.
• Trace one garment from intake to pickup and look for weak points.
• Check pending disputes and what insurance has actually covered.