Clothes are returned still dirty about 20% of the time causing additional return trip. Sometimes over-promises but under-delivers. My alteration instructions are very clear/defined & questions direct. 35% of the time I am told something can be done, it is not done correctly & only after I contest it, am I given excuses why it couldn't be done. They're the most expensive service in the area -- at the least, I expect clear answers before I make decisions.