"Order not collected and impossible to rebook"

I recently made an order, and stayed at home for collection. No-one ever came, and suggested I rebook, but no slots were available to book at all, but the app asked for £6 cancellation. The only way to contact support via the app is via email, and I received an auto-response promising a response in 48 hours which is very slow. I've used them successfully in the past but it seems from reviews here that service has gone very much downhill recently.

"Utterly Negligent - AVOID"

Utterly Negligent, AVOID if you want your clothes back on time - My items got delayed twice, I texted multiple times on whatsapp, emailed, begging for someone to respond as I was leaving London and absolutely needed my items back - this is not a decent company but a FRAUD SERVICE - nobody responds, still investigating what's with my items, radio silence on their end for 3 days!!!

"After a lot of substandard washing et"

After a lot of substandard washing etc the final straw came when they put a hole in my pail smith top and then said that the top was never washed by them. I used them for convenience and will never be using them again. Stay away. They will most likely respond and say that they didn’t have the top or that it was like that when it arrived - it was not. The top was £160 and was in perfect order. I have receipts to show it was washed by them. Avoid this company unless you only wear clothes from Primark

"Another loyal customer parting ways"

I have used Laundrapp consistently for my bedding since 2018 and on the whole been really happy with the service until this last year. I can see from other Trustpilot reviews that I am not the only one who has grown increasingly disappointed with the quality of cleaning and service provided.

In the last year I have lodged 3 complaints for occasions where bedding has been returned with new marks, even covered in hairs and I have had pillowcases completed ruined. Having given them a few chances I will no longer be using Laundrapp going forward. For what it is worth, on previous occasions Laundrapp have offered some minor compensation, however this was not the case with my most recent complaint. Despite sharing photos as evidence and the ticket numbers of affected items, the only way in which Laundrapp will take the complaint forward is re-collecting the items and taking back to their facility for inspection. Having reached the final straw and lost all trust in their service, I opted to not endure any further hassle with Laundrapp and have had a local dry cleaner fix my sheets at my own cost.

Disappointing to reach this point, as I'm always prepared to accept mistakes happen and work with a company if they handle the situation well and with minimal fuss.

UPDATE: The response from Laundrapp states that they have sent a follow-up e-mail and voucher but no communication has been received.

"Very poor service, avoid if you want to get your clothes back on time"

Very poor service, items were supposed to be delivered last Tuesday, I heard nothing. Contacted customer service then they delivered some of the items this Tuesday. Contacted again to chase missing items, told they’d be delivered today by 9pm. They’re not here and again I’ve not been contacted. Very poor service, avoid!!!!!

"They've gone downhill - I'm moving on"

I had been a loyal customer for some years; five work shirts per week... week in, week out. Suits every couple of weeks. Used to be very efficient, punctual, good value... I'd take advantage of the bundles of 100 shirts, and then Covid happened with about 50 shirts of a bundle left. Now of course the app tells you they're only valid for 12 months in massive letters now, but it never used to... why? Does their washing powder go off? Just feels like profiteering at a time when many office bods were instructed to work from home. Anyway, after some to-ing and fro-ing they did acquiesce and agree to let me use the balance that I'd paid them for on the condition I used it up by the end of the year. The app is poor, glitchy, it still to this day says I have a balance of 49 prepaid shirts even though I've finally used them up. It's confusing how the basket total is calculated to the point you hold your breath when you hit 'confirm'. The £20 minimum order is inconvenient for the many of us only going in a day or two per week. The collections and deliveries are consistently late despite the two-hour windows. Items are coming back with creases ironed into them (not in a good way). They haven't been able to provide a collection bag for weeks so I'm handing over a bin bag. Prices are going up and up. In short, the next collection will be the last one and I'll take my business elsewhere. Sad, I used to evangelise about Laundrapp... they get two stars because they used to be good and haven't lost anything of mine (famous last words!), but I'd definitely not recommend now.

"Avoid this company!"

I have decided never to use this company again. Their services changed a lot, the collection and delivery are always very late or cancelled. They have wasted my time a few times e.g. I waited for them between 20:30 and 22:00 to collect my laundry and no one ever arrived. The last straw was when a month ago, instead of delivering my items by 20:30 they delivered them at 22:30. So very late for laundry delivery! In the morning, I realised they delivered a laundry which was not mine. I emailed them to come and fetch the item, but they never replied or collected it from me. So it became clear that they also lose people’s stuff and don't care. I decided to use a different company, and will never come back to them.

"Avoid like the plague."

Diabolical service from start to finish. No care about customers, service staff who disappear or lie.No tracking. Slots changed by 9 hours with no notice. Phone number dead. Overcharged. Dire. Avoid- they are so bad it beggars belief. I need my clothes and I doubt I’ll see them today despite blatant lies from Molly at ‘customer service’

"I have used this company for years and…"

I have used this company for years and unfortunately the service and customer care have become the worst in the industry. Non existent service (always late with pick up and delivery; couldn’t change the card details in the app; then inserted the paypal details and the app stopped working). Non existent customer care: they simply don’t reply to emails anymore. I wrote multiple times and got no reply. Zero. If someone from the company reads this post please don’t tell me to get in touch by email or phone, as I have tried multiple times and got no reply.

"Used to be a lot better before the…"

Used to be a lot better before the takeovers of competitors; app completely broken; service so-so