Johnson Cleaners Reviews 

I had my daughter’s wedding dress professionally cleaned and preserved by Johnsons,following her wedding.

Firstly, I want to say that I was very pleased with the quality of the cleaning itself. The dress was beautifully cleaned and presented, and I have no criticism of the workmanship.

Unfortunately, my experience with Customer Care and the complaints process was disappointing.

Before taking the dress to the branch, I contacted Customer Care to ask about the wedding dress cleaning and preservation service. I specifically asked whether the quoted price would remain the same before bringing the dress in, and I received written confirmation that the cleaning, preservation box and veil would all be included for £200.

When I attended the branch, the dress was assessed and I was quoted a significantly higher price. I raised the discrepancy immediately, and the staff member advised that it would be referred to the store manager.

Following a lengthy complaints process, Timpson Group acknowledged in writing that the pricing information I had been given by Customer Care was incorrect. However, because the branch explained the revised price before the work was carried out and I agreed to proceed, they declined to honour the original written quotation or refund the difference. A voucher was offered as a goodwill gesture, but this was of little practical use because all of the garments I needed cleaning had already been collected.

The most frustrating part of the experience was the complaints process itself. I had to send several follow-up emails simply to receive a final written response, despite requesting confirmation on more than one occasion.

Overall, whilst I was very happy with the quality of the cleaning, I was disappointed by the incorrect pricing information provided before I visited the branch and by the time it took to receive a final response to my complaint.

I hope this feedback encourages clearer communication regarding wedding dress pricing and improvements to the handling of customer complaints.

I spent £69.95 having an expensive suede jacket cleaned. It was sent to a specialist service provider. There was nothing special about the service at all. The colour of the jacket had changed dramatically. I had been advised there might be some change but not from deep pink to pale pink. The cuffs were still grubby. The jacket had also shrunk.

2 Star at the moment, as they are cleaning for 2nd time FOC.
Took 3 piece suit in on Saturday to be dry cleaned, the suit had been worn once for prom, had a few little stains which I pointed out when I dropped it off. 2 days later a text to say ready to collect.
I went to collect from Johnson’s at Bedford Rivers Drive branch thought I’d check the stains before I left as it’s 10 miles from home, I was shocked to see all the stains still there and even more, as there wa no stains on waist coat, when collected there was marks on it !! Smelt the suit and it smelt like it had not even been cleaned.
I was so disappointed, the lady was apologetic (only reason I’ve given an 2 star) and said they would clean again FOC!
I will update the review once I have my suit back.!

I got a watermark on my wedding dress 3 days before my wedding and Manish was a lifesaver. Had such a calm demeanour when I called panicking. Told me to bring it in right away and just steamed it out!! Cried with happiness that he helped me in my desperate need. Also took my dress, my husbands wedding suit and my second dress back for dry cleaning after the wedding and came back pristine. Massive thanks to Manish and the team in the Oxford branch for saving the day!

Unfortunately Johnson’s do not update wait times anywhere - and neither do Waitrose. Dropped off my duvet after checking everywhere to find the time it might take (I have used somewhere else before and it was 7 days). Was not told when dropping it off there would be delays - called after a week to see if there was an update. Meanwhile I have no duvet. 4-5 weeks???? Awful customer service - currently trying to get the duvet back to get a refund and take it elsewhere

UPDATe Managed to get duvet back with full refund (even the Waitrose staff were surprised at the timeframe I’d been given). Dropped it off elsewhere and it should only take 7 days this time

Jo in the Alton branch did a great job on a stain on a quilt which had resisted the first dry cleaning attempt. She phoned me personally to explain what she had done and I am honestly so pleased with the result. Thank you very much Jo, and for your superb customer service.

I have used Johnson’s dry cleaners for many years but more so over the last 4 years where I now take a 3 piece suit (uniform) on a regular basis. Probably 2 x a month. I have always been charged the same but today I was charged a £4 extra service fee as there were some white pet hairs on the suit jacket. Apparently this charge was due to them having to remove the hairs before going into the machine. Whilst I understand this, I have never been charged this before for what was 5 or 6 hairs.

I asked for a copy of the price list to show these fees listed. The staff member was unable to show this to me and said there wasn’t one. When I pushed further I was told I should have been charged £5 and I’d been given a £1 reduction as it “wasn’t that bad”. So there must have been a set amount Johnson’s require for this service.

I feel slightly annoyed about this not so much about the hair, or the charge but more about the lack of transparency on this when I have never had this before (had the pet the whole time I’ve been taking to the dry cleaners) the hair on this occasion was probably due to the hair being in a bag that I took the suit in. As the suit is not worn around the pets as it is Uniform.

Please be transparent with your pricing and arm your colleagues with the appropriate documentation to share with customers should this arise!

All products have a price, I assume mending will have a published price as will duvets etc

Very poor service. Fatally damaged my suit jacket with two holes in the back and suit trousers were very creased and crumpled. Clearly had not looked after my suit at all.

Today, 29 May, Steve provided quite the best customer service I've experienced. His cheerfulness and extraordinarily helpful approach resolving a key-cutting issue deserve special mention. He's a credit to the Johnson organisation.

I've had an extremely disappointing and frustrating experience with Johnsons Dry Cleaners/Timpsons.

I trusted them with an expensive pair of suede trousers, which were damaged while in their care (massive hole left in the leg). I had to buy a new pair from the same shop I purchased from initially and after providing proof of the replacement cost, the company still refused to compensate me in full, despite the damage occurring entirely under their responsibility. They want to pay £100 less than the purchase price and think that it is fair for a customer to be out of pocket.

What made the situation worse was the lack of accountability throughout the process. Nobody initially acknowledged the damage, and I was left to raise the issue myself. The response from customer service felt dismissive and unhelpful. Initial contact with Joanne resulted in an extremely long wait for a response, I had to call to push it forward.
Customers use dry cleaners for specialist and valuable clothing because they expect professional care and accountability if something goes wrong. Unfortunately, this experience showed the opposite.
Previously I was a regular weekly customer but I will unfortunately no longer be using their services, and I would strongly advise others to think carefully before trusting them with valuable items, you will always end up out of pocket.

I am extremely disappointed with Johnson Cleaners and their specialist skiwear cleaning service.

I sent in a ski jacket after noticing small oil marks on the sleeves. The jacket was otherwise in excellent, near-new condition. I specifically chose Johnson Cleaners because they are a large national chain offering a “specialist skiwear cleaning” service and I expected professional care.

Instead, the entire process has been chaotic and unacceptable from start to finish.

The branch initially had no awareness of the skiwear service when we arrived, despite this being what we were instructed to use over the phone when calling the same branch. After confusion in-store and having to locate their own website information, the jacket was eventually taken for cleaning.

Weeks later, we received a text confirming the jacket was ready for collection. My husband travelled over an hour each way to collect it (again, we are not local), only to be told on arrival that the jacket had been "destroyed" beyond repair during cleaning.

We were given:

No warning this had happened
No explanation of what went wrong
No photographs or evidence of the damage
No written confirmation of the outcome

We were simply told the item no longer exists.

We were informed we would be reimbursed for the cost of the jacket, however even this has not been properly handled. We were then asked to return to the branch again to process payment, despite already making multiple unnecessary long journeys and incurring travel, parking and congestion charges.

We are not local and cannot keep travelling back repeatedly due to poor internal communication and processes.

It has now been over two weeks since we requested proper written confirmation and clarification from customer service, and we have had NO RESPONSE whatsoever.

This entire experience has been deeply frustrating, costly, and stressful. A high-value item has been destroyed, and the handling of the situation has been completely lacking in transparency, urgency, and accountability.

I am now left without my jacket, unable to replace it as it was part of a matching set that is no longer available, and still chasing basic answers. The jacket had been worn ONCE before. So they essentially destroyed a brand new coat - I'd rather have it with the stains on!

I would strongly caution others before trusting valuable or specialist items to this service. Especially since the branch advised that multiple items have been "destroyed" using the same service with them.

And before the CS team say to email them, as they have in other complaint responses on here - I already have MULTIPLE TIMES with no reply over the past 2 weeks.

Normally the service is excellent, but on this particular occasion, something went wrong with what had been a large number of items. When I went in a fortnight later, there was confusion about where some of them were. I spotted my jacket hanging on the rail and was offered it back then, but as it was creased, I asked for it to be re-pressed. When I collected the other items a week later, I acquired a jacket that was not mine, which will be returned tomorrow and still had some of my items missing. In future, it would be better to itemise the pieces left on the ticket.

I recently visited the Haxby, York Branch and had two photo slates done by Margaret. They are absolutely brilliant. The recipient is delighted with them and friends I showed them to were amazed at the superb quality. Margaret was most helpful and processed them quickly ringing me when they were ready. I couldn’t ask for more.

Consistently fantastic service at the Grantham store. Chloe is friendly, efficient and goes out of her way to help. Very quick turnaround too.

When I picked my shirt back up there was a hole in the back. The shirt was over £300 and after back and forth with customer service they offered £25 compensation - when I disputed this as this is too low in relation to the cost of the product they have stopped replying. It has been almost two weeks now where they are refusing to reply or acknowledge my correspondence. Would strongly advise against using as not only do they damage the products but they refuse to communicate and deal with the issue in an appropriate way.

Used my local Johnson’s Self Service Wash facility to launder and dry a Duvet. Very easy to understand and operate. Opted for the stain remover and sanitiser. Quilt came out lovely, clean and fresh. However as this was my first time I was unsure what to expect when i collected my washing. Possibly a bar code, QR code to scan, something that meant only I could claim my washing.
The washer had stopped but my wash tracker stated it was still I progress. I did try the door but nothing. I waited for 15 mins and the tracker was still saying the same - washing in process. Confusing!
I rang the helpline and explained that I was still waiting. I was asked if I had opened the door, which seems rather obvious so I did again. The door opened. Apparently it was unlocked all the time and I didn’t know, as the lock was very hard to turn. I obviously struggled the first time I tried. The app needless to say still said washing in process.
Overall I was pleased with the wash result and outcome but shocked that anyone could have turned up and opened the door and stole the contents. Also I expected the app to tell me the process had ended and to open the door. An hour after I was home with the washing the app finally did tell me it had finished so that part of it was disappointing. I have since returned and used it again as it is very good. I now know what to do and expect. I would have given 5 stars had the end been more informative and accurate instead of confusing.

Strange though it may sound taking items to the Ipswich branch of Johnson's cleaners is an actual wonder. The staff, headed by amazing Lucy, are all delightful (and long serving - which says something). You can be confident that your suits will receive the best care. Bravo!

I dropped off a velvet tuxedo with Johnson at their Timpson store. The suit had no damage present, as confirmed at the drop off.
The suit has come back ruined with a large mark on the jacket of the suit which can’t be removed. I have contacted Johnson Cleaners over two days ago to raise the issue and have had no response at all. Terrible service and a completely ruined suit, leaving me with nothing to wear a day before an event.

Awful - took in garment for faulty buttonhole in lapel. Came back, no repair done. Promised to correct, item returned worse than before. Another promise, then "unable to do it" as lapel too thick ! This situation started Dec 25, this review 26 Feb 26 ! This is Oadby main road Branch . Absolutely disgraceful, so-called professional alterations! Timpson Customer Services now informed.

Have used this shop for most of my life, not only does it dry clean well but it's alterations are brilliant, iv never had issues here ,staff always pleasant and friendly and they do so much more thandry cleaning would thoroughly reccomend them .