Next/Johnsons agreement raises concern

Independent drycleaners are worried that loyal custom is being lost to Johnsons, following an agreement with Next to process a range of women’s down-filled jackets.

Ren Taylor, of Network Drycleaners said: “I have regular customers who are happy with the service I provide. I do not wish to send them to Johnsons to get these jackets cleaned.” Martin Gregson, technical director, Johnsons Service Group, who set up the agreement with Next, said: “Next came to us because many independents were refusing to clean these garments.” Commenting that he was pleased with the results of the agreement, Mr Gregson said: “We would be more than happy to see the agreement continue.” In response to the fears of independents that Johnsons is operating a closed shop on cleaning information, and doing so at a high price to the public, he said: “This was an agreement which was to the mutual benefit to both Johnsons and Next. We offer our standard price of £12.95 for this process and a one week service.” The range, which incorporates three styles of women’s down-filled jackets, carries a care label instructing the customer that the garment should not be drycleaned but that for specialist cleaning advice, a freephone number, should be called.

On calling the number, which is a Johnsons hotline, Next customers and drycleaners are advised the garment must be taken to the nearest Johnsons shop, for specialist cleaning. The jackets are being cleaned using an aqueous washing process at a central processing unit in Rugby. Gary Lewin, Next fabric technologist, said: “We have been concerned since our customer service department began fielding large numbers of enquiries.

“We agreed to instruct our customers to use the Johnsons hotline number because of its expertise in cleaning down-filled jackets. We have been very happy with the cleaning results.” Mr Lewin admits, however, that a mistake has been made. “We have faced a number of problems. Customers are unhappy at the high price charged by Johnsons for cleaning the garment and at the time taken for the garment to be returned. There has also been a logistical problem, as there is not always a Johnsons shop in a convenient location for the customer.” Customer concern has led Next to have independent tests done at the SATRA Fabric Care Technology Centre on each of the three jackets in the range.

Mr Lewin said: “Following the tests done at SATRA, we have established that these garments can be drycleaned. It is too late to change the care labelling this year.

“The same down-filled jackets in autumn/winter 1999 will, however, have a “P in a circle with a line underneath” care label for drycleaning in a perchloroethylene one bath process, which is less severe on the garment.”