I was about to comment and wonder why they didn't talk to the cleaners when they picked the shirts up, but then I saw the "Let me note that your comments, in front of other customers in the store, were totally unacceptable" bit. Wtf? Look, it's okay to express your displeasure, but acting like an utter arse (I'm cynical enough to doubt they were as polite as they claimed) isn't going to help your case. Oh, and I can't help but wonder why this person didn't ask for the price when they dropped the shirts off.

Or maybe I'm doing it wrong and applying Earth logic again. *sigh*

Also: mai dry cleaning stories, let me tell you them: I work part-time at a dry cleaners (have done so for over two years now) and I can't help but feel sympathy for the manager. I have many stories of stupid arguments (and unrealistic expectations) along much the same lines as the case mentioned. What I keep boggling at is that the customer didn't ask for the price at any point and then complained about it. Uh? As for the high price: the manager explained that it was because the shirts were hand finished, which is perfectly valid. One, some shirts (particularly ladies') would be damaged by the normal process, just like the reply stated, and two, hand finishing takes a little longer. Not much longer, but if you have to hand finish twelve shirts, it's going to add up. And believe it or not, people like to get paid, so time is money.