"Quick and professional"

Quick and professional

"Avoid at all costs!!"

Avoid at all costs!!

Had an order collected last week with delivery arranged for today, but my delivery was just cancelled and I only found out because I chased it. The earliest they’re offering to deliver is on Wednesday, but I need the items for tomorrow.

Every so often the driver is late and orders get cancelled or rearranged.
I’ll definitely be trying a different company.

Ian

"Not to be trusted with expensive items"

Over the past year, I have used this service a lot, around once every two weeks and I have been really disappointed with their handling of expensive items. Despite my loyalty as a customer, they recently ruined one of my skirts and just hung it up - no communication whatsoever. And this isn't the first incident. I would not recommend this company for expensive items.

"A problem on EVERY SINGLE order."

A problem on EVERY SINGLE order.

This time, the app says one price (£20.80), remembers then forgets you have credit from a bulk deal (so it should be £0.00), and then overcharges you without warning as you press order (£24.00)

The email receipt says £24.00. The app says £0.00.

Just the most dishonest company. Awful. The customer service team argue black is white, so it's a waste of time engaging with them.

Also checking their poor feedback here, the MD seems to go on the attack when legitimate complaints are made. I, like many others, are just trying to use up our credits before moving to a better competitor.

UPDATE

Whilst this reply (very different to those previously) is designed to make me seem unreasonable, it's worth pointing out that the bulk package expiry extension clearly never happened (hence why I expected the credits, still visible in the app, to work). That they concede the app is buggy, and also that even with this £10 credit, I still ended up paying for an order that should have been pre-paid...

"Brilliant service"

Brilliant service! App is quick and easy to use and my dress returned perfect. Highly recommend.

"Consistently impressed"

Having used Laundrapp for a while now, I’m a bit surprised at some of the more critical reviews. Customer service for me and the family has always been spot on, service is swift, professional throughout and any queries have been resolved swiftly and professionally. Laundrapp have found a great niche and fair play to them for being able to keep people on board.

"An amazing service"

An amazing service. Items collected on time by a polite and cheery driver. On return, everything was perfectly laundered and ironed. Delivered at a time that really suits me - so convenient. One less job for me to do.
Will definitely be using again on a regular basis.
Thank you!
Jasmine

"Cleaned Up"

Hi, just like to say a big thanks for the great service. Was a bit dubious i have to admit but having seen the end results I will definitely be using your services again.

Have been somewhat stressed with everything that's going and the stress of working everyday trying to meet my own targets. Coming home in the evening finding that one of the "home jobs" can be crossed off my list allowed me to have some much needed relax time.

Many Thanks.

"Horrible follow up to our earlier experience"

Follow up to our earlier experience. We've been back and forth for 2+ months now on our lost items, Brand new, first laundry, value £650. Lost. Offered us £200. Calls to MD and head of "customer service" have not been returned. Missing some "equipment" needed to call us back (like a phone?). Yet time enough for some quite rude, offensive comments on LinkedIn saying that if we'd not posted negative feedback on Trust Pilot they would have offered us more money.

They take pride in the fact that "only" 1 in 100 orders go missing.

They hide behind their Ts & Cs and an industry body called the "Textile Services Association". Neither of course trump the law, which is quite clear on matters of liability for goods and services while in transit, and selling at a distance rules.

We are now forced to litigate which we are commencing next week. We invite others impacted by this company to join in if interested under a Group Litigation. Will soon be setting up a website -- can't decide whether it will be www.laundracrapp(dot)com or laundrafapp(dot)com. Have registered both.

Needless to say, avoid at all costs.

_____________

Replying to the reply, first, thank you Allan, that's the fastest reply we've had -- amazing what posting on social media will do. Some corrections:

- I returned every one of your three calls (why wouldn't I?)

- the phone number you left for me, I've called multiple times, never an answer, and no reply to my messages left there

- I've also left multiple messages with your call centre to pass on to you, I have noted down Sam's name in particular, which they told me they have done

- I have also sent emails to Robyn, head of customer service, and was told by her 3 weeks ago and again today that she does not have a phone and is "currently waiting for the curtain [huh?] equipment to be sent to myself as I am experience [sic] a few difficulties with phone calls" and "I'm currently waiting for replacements [sic] equipment I'm unable to make or receive any calls as this moment" (equipment like, a phone or computer?). Not sure how you run customer support without the ability to speak to customers for weeks on end

- My last communication to you on LinkedIn is "Please call me tomorrow to discuss. Or provide your mobile number so I can contact you." To which I've had no reply.


On LinkedIn, as part of your messages to me, you have accused us of "lack of flexibility in this matter" and having an "irrational and business damaging approach". Not sure which manual of customer service this comes from.

Judging from the mixed reviews of Laundrapp on Trust Pilot, there clearly is an issue with your service. You can either continue to ignore this, to post copy-pasted scripts to these complaints and pick fights with your customers in public and private. Or simply do the right thing. Building a business as an entrepreneur is different than working at a monopolistic incumbent like BT or Tesco.

If you wish to speak -- since I have no way to contact you -- I am available at 9.30 am Monday morning and will keep this slot free.

"Lost item"

UPDATE
The item is finally delivered and found at reception.

The room for improvement would be not to delivery items of the same order in separate batches and different locations unless requested and if you do, notify customer immediately so that they won’t be left wondering, causing stress for everyone.

ORIGINAL REVIEW

Lost item, customer service shows no initiative and complete denial which is an insult to customer’s time and adds to their fault.

First they claimed it was delivered separately 2 days before, no it wasn’t (and if so, why didn’t the delivery guy say anything while onsite?) Then they claimed it’s at reception, no it wasn’t. Lies after lies.

When if not found, asked for compensation and refund of cleaning fee, they (Sam) basically said their record is correct and therefore I’m basically an idiot or trying to scam them for £50 despite having been a customer for 2 years and having previously left a 5-star review in 2019.

Moving to another supplier.