Faults for which cleaners cannot be to blame

1 June 2001




When an article displays overall or localised fading following drycleaning, it is usually the cleaner who takes the initial complaint and who has the difficult task of first convincing the customer that in this particular instance the fading has not been caused by cleaner negligence, if that is the case.

The task is made more difficult by the customer’s frequent assumption that the cleaner is simply trying to duck responsibility for compensation, so whatever the cleaner says is not going to be believed.

This month we examine cases of fading where the cleaner is not responsible but where the cleaner may nevertheless be able to give significant help to the customer. To be fit for purpose a garment should be able to deliver reasonable performance in use. Unfortunately there is no simple legal definition of reasonable and there are few British Standards to help the customer.

However, there are some Standards that help a little. The one for curtain fabric not only allows the curtain maker a 3% tolerance for relaxation shrinkage in cleaning, but it also specifies a performance standard for lightfastness (as does the Standard for upholstery fabric). These can be of great help to a customer in bringing a claim against the retailer for substandard goods.

There is no British Standard for the shrinkage or lightfastness of an apparel fabric. So it is not surprising that a great many customers claiming against retailers fail to get proper redress.

A customer in this position will need much moral and factual support from the cleaner for a claim to succeed. Even more difficult is the claim against a clumsy wine waiter whose alcohol spillage results in localised colour loss when the garment is drycleaned some time later. The cleaner is in the middle of disputes of this type and needs a nimble wit and good interpersonal skills to avoid unwarranted claims for cleaner negligence whilst still giving proper customer care.



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