Who's Responsible?

Drycleaner Responsibility

Occasionally, damage done in drycleaning is the responsibility of the cleaner. In such cases, the cleaner will usually settle the claim promptly and fairly, often using the Fair Claims Guide For Consumer Textile Products. If there is some doubt about responsibility a cleaner belonging to the International Fabricare Institute can send the garment to the International Textile Analysis laboratory to determine the cause of the problem.

Consumer Responsibility

Damage due to consumer use or storage often becomes apparent after cleaning. Many staining substances, once dry, are invisible until exposed to heat in cleaning and pressing. Then the stains darken and become more obvious. Several staining substances, such as alcoholic beverages, perfumes, hair care products or household cleaning products, contain components that contribute to color loss. Fading may also occur in areas exposed to light. Damage from circumstances of use is not due to defective materials or mishandling by the cleaner and is considered the responsibility of the consumer.

What can I do?

It depends where the responsibility lies. If the problem arises from a manufacturing defect, you should take the article back to the retailer. In some cases, the retailer may resist making an adjustment. Ask the retailer for the name of the manufacturer or look for the manufacturer's RN (Registration Number), which usually is found on the garment's fiber content label. Call the FTC at (202) 326-3170 or check the FTC's Registration Number search page, https://rn.ftc.gov/pls/TextileRN/wrnquery$.startup, for the manufacturer's address. Call or send a letter to the manufacturer describing the garment. Include all the information from the tags and labels as well as the name and address of the retailer. Give an explanation as to why you wish to return the item and describe the action you want the manufacturer to take. Send the letter registered mail. You can find a sample complaint letter on FTC website under Textile, Wool, Fur and Apparel Matters in Closet Cues: Care Labels and Your Clothes. Sending a copy of your complaint letter to the FTC can be beneficial as well. You can also file a complaint with the FTC on its site www.ftc.gov.. Although the FTC cannot resolve individual disputes, the information you provide may indicate a pattern of violations of the Care Labeling Rule.