We ordered IHI services in London in September. Everything was dry cleaned as requested, and returned in the perfect condition. We ordered IHI services again in Edinburgh in January. In the order, I have specifically requested to dry clean all the clothing and wash & press only bedding. On the 4th of January, I received a note from IHI that there's a risk associated with white hoodies. Since I knew I requested dry cleaning, and hoodies were cleaned perfectly last time in London, I gave a green light. On the 6th of January, despite my request to dry clean my clothing, I received an invoice which stated that my clothing was 'Washed & Pressed'. This is the service I eventually paid for, although I requested Dry Cleaning. I have immediately raised my concern with the team, and received a response that the invoice may be wrong, and items will be treated with all proper care and at the highest standard. On the same day, I received an email that my items will be delayed, which listed items that were not mine (i.e. gown dress and bath mat). On Monday, I received my items back, and it became obvious they were just put in a washing machine. They changed their shape, became longer. Two hoodies were essentially destroyed - white soft hoodies became grey, worn out, with big black stains, stains of grey water, with dirt where there was no dirt before (i.e. on the hood). They changed their shape. It is not clear to me how the team decided to return them at all in this condition with no apologies and no note. I sent a complaint in the morning to get a refund. It's 4:30 pm and no response. I called them, and the support manager told that I will need to send items I am not satisfied with back, so they try to 'fix' them, and if no luck, they see there's nothing they can do, they will consider making a reimbursement. According to IHI, the whole process will take 7 days or so. This is a sad, sad experience.