Experience with laundry claim?

[BirthdayGirl30]

Hi all and thanks in advance for any feedback.

 We just returned from Caribbean Princess and had an incident with laundry services on board. We sent a two-piece suit to be cleaned and pressed and the pants came back absolutely destroyed - shrunk multiple sizes, fabric wrecked, holes in the lining. They were unrecognizable to the point that we sent them back thinking they had clearly switched them for some other pants.

 They made an attempt to repair to no avail. We filed the claim on board, the guest services people kept both pieces of the suit, and they gave us a signed claim form back and told us to contact shoreside customer service for help, due to the cost of the suit.

 I’ve been on hold for over 2 hours waiting for an agent to even transfer me to guest services. And I’m starting to fret. I do have a receipt for the suit when it was purchased in May, but the ship has the suit itself. 
 I’m wondering if anyone has ever gone through the process of filing a claim for a very expensive piece of clothing and how that ended up.

 

thanks!

[MissP22]

I've never put in a claim since anything I send in isn't worth that much anyway. I refuse to give them anything of value.

I have heard that others settled their claim while still onboard. 

Welcome to Princess laundry. 

[memoak]

In 38 cruises I have only had one issue with piece that shrink and received payment for the item right away

[PescadoAmarillo]

Don’t stay on hold. The person you speak with eventually will most likely tell you to send an email to Customer Relations. I suggest you do the same.

 

Customerrelations@princesscruises.com

 

Include a copy of the receipt. 
 

I fear you may be in for an uphill battle. I have sent two emails in the past almost 3 months with no reply other than the initial “we’ve received your email”. Customer Service at Princess has hit an all time low. 
 

As for sending laundry in on Princess, you’ve now learned a very painful lesson. Those of us who have been using their laundry for years either don’t send anything of value or have cut back on what we send in. When I first mentioned issues we were having years ago, I was met with a barrage or “we’ve never had any trouble” responses, but those lucky people are dwindling in numbers.

 

[Rick&Jeannie]

@BirthdayGirl30 Sorry you're having to deal with this.  Hope all turns out well.  In general, I only send underwear or maybe a shirt...like others have said, nothing of value.

[MissP22]

It sometimes pays to take photo's of your clothing before you send them so if they lost you can ID them with a picture.

Good luck.

[Crystabel]

1 hour ago, MissP22 said:

It sometimes pays to take photo's of your clothing before you send them so if they lost you can ID them with a picture.

Good luck.

We do that every time we use Princess’s laundry service along with the itemized list of what we sent in. 

[Coral]

This was a long time ago - laundry lost a sweater of mine. I had to go back and fourth to Passenger Services desk. I remember reporting it, they did a search, then they declared it lost and I had to sign a form and put a price estimate on it. I think I put $75 on the item.

 

Many months later - I did get a check from a company I did not recognize for the amount. 

 

 

Edited January 4, 2022 by Coral

[geoherb]

Our only laundry mishap was a broken zipper that the onboard tailor was able to repair. Be patient if you email customer relations. I have not heard back from my complaint from three weeks ago. (I was charged for a drink I did not order.)

[grandsmack]

 356

October 22, 2009

Georgia

#1   

Posted just now

It was years ago, on our first elite cruise.  A warm weather 28 days.  We were looking forward to this perk and read the dos and donts on this board.  First 3 weeks were perfect, except for placement of the very sticky number tag on your clothing.  It was nearing the end of the cruise so out went lots of clothing worn on tours.  We took the photo, filled out the form, took a photo of the form and neatly placed the clothing in the white bag, labeled it and photographed that too.  Off it went but when it came back we got someone else’s items (Socks & underwear).  Gave all those back to our steward with a look at our photo of missing items.  He searched for two days and sent up a senior manager or supervisor.  We learned we had two choices once we completed the claim loss (1) purchase lost items and submit our claim form with receipt for the reimbursement (2) estimate cost of loss, submit with claim and wait for reimbursement.  We did #1 and did as told, received a check in the mail a few months later.  We now mostly use the self service and do our own laundry.  I would love for princess to reverse the token or swipe charge.  I hope you are able to resolve your suit issue with ease and 100% satisfaction.

[BirthdayGirl30]

On 1/3/2022 at 1:49 PM, PescadoAmarillo said:

Don’t stay on hold. The person you speak with eventually will most likely tell you to send an email to Customer Relations. I suggest you do the same.

 

Customerrelations@princesscruises.com

 

Include a copy of the receipt. 
 

I fear you may be in for an uphill battle. I have sent two emails in the past almost 3 months with no reply other than the initial “we’ve received your email”. Customer Service at Princess has hit an all time low. 
 

As for sending laundry in on Princess, you’ve now learned a very painful lesson. Those of us who have been using their laundry for years either don’t send anything of value or have cut back on what we send in. When I first mentioned issues we were having years ago, I was met with a barrage or “we’ve never had any trouble” responses, but those lucky people are dwindling in numbers.

 

I’m happy to send an email, but given that you did not get a reply at all I think I’d like an actual person to speak to today.

 I’m not sure how I could have anticipated the laundry to be so rough on such a run-of-the-mill item that people would be careful with. But, love and learn I guess.

[BirthdayGirl30]

Well, that went poorly. After hours and hours on hold, finally was told who to send the claim to.

 Got the response today. Their liability is limited to 10X the laundering fee. As it was $10 to clean the suit, they are happy to write me a check for $100 that I should get in 4-8 weeks. 
 Very expensive lesson learned for me and my son. The suit had been worn once before. It was his graduation gift.

 I am aggravated and frustrated. Our overall experience was maybe a 7/10, but I was giving Princess some grace for COVID. I’m certain all cruise lines are the same, but this may be the fast end of my Princess Cruising. 

[abbydancer2003]

Sorry this happened to you.  I've had pretty good luck with the laundry other than once when an entire bag was lost.  They had everyone looking for it, and we even met with the purser.

 

I gave them an estimate, and they gave us a credit for somewhat more than that, which wiped out most of our bill on a 16 day cruise.  It may have been that we'd splurged on a suite, and they didn't want us contacting customer relations.

 

Now I do laundry about every 3 days, so that I don't ever send out a lot.

[Coral]

5 hours ago, BirthdayGirl30 said:

Well, that went poorly. After hours and hours on hold, finally was told who to send the claim to.

 Got the response today. Their liability is limited to 10X the laundering fee. As it was $10 to clean the suit, they are happy to write me a check for $100 that I should get in 4-8 weeks. 
 Very expensive lesson learned for me and my son. The suit had been worn once before. It was his graduation gift.

 I am aggravated and frustrated. Our overall experience was maybe a 7/10, but I was giving Princess some grace for COVID. I’m certain all cruise lines are the same, but this may be the fast end of my Princess Cruising. 

I agree - I don't think any other line would have done a better job IMO. BTW - Princess does have laundry facilities on most floors with irons available. You would be better off doing it yourself.

Edited January 7, 2022 by Coral