Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 8/15/25. This is a laundry assistance company. They lost all of my towels. They don't offer customer service via phone unless you are elderly. Everything is through chat or email. They failed to provide the correct forms for reimbursement. They sent me another customers information on accident. They accused me of losing an email they never sent me. Their reimbursement policies were not outlined, including the obligation to re-purchase my missing items and provide receipt proof with matching description before I receive a reimbursement. Some of these items are not sold in stores anymore so I am not able to provide a receipt with a matching description, even if I do repurchase a similar item. The customer service agent only responds to the case email once a day, stringing this process out for weeks. They are refusing to provide 100% of reimbursement funds without matching receipt description and this was not outlined in their policies. I also paid for the insurance coverage in case there were missing items.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 15, 2025, Poplin (formerly SudShare) damaged my personal property during a laundry service, which they admitted to. I contacted their customer support to request a refund, but they refused to issue a refund to my original payment method. Instead, they offered only store creditwhich I did not want or consent to. I never used the credit because I no longer trust the company with my belongings.When I informed Poplin that I intended to file a small claims case to recover the cost of the damage, they refused to provide a business address for service of process. This obstructed my ability to pursue legal recourse, which I believe is unethical and potentially unlawful.I am requesting:A full refund to my original payment method, not store credit;A public correction of their policy to allow proper legal service of claims;Accountability for customer losses due to damaged property.I have documentation of the damage, communication records, and screenshots of their refusal to provide an address for service.Desired Outcome:Full refund to original payment method Public acknowledgment of customer right to legal recourse Formal apology for obstructing the small claims process

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early July 2025, I used Poplins laundry service to clean 47 pounds of clothing, including high-end designer and custom pieces. When my garments were returned, a significant number of them both luxury and everyday items were completely destroyed. The damage included deep stains, discoloration, and visible fabric degradation. I documented everything immediately with photographs and sent them to Poplin, along with an itemized list valuing the total loss at $5,130.Poplin acknowledged the damage but refused any financial reimbursement. They cited a store credit only policy, despite my clear statement that I would not be using their services again. Credit is not a remedy in this case I lost irreplaceable personal property due to gross negligence. Their team continued to send automated reminders and declined escalation to a fair resolution.This is not a case of buyers remorse. This is a clear service failure resulting in tangible property loss. I am seeking a full monetary refund in line with the damage ********* uploading three screenshots that show the condition of the returned clothes, including custom and designer pieces. While I do not have receipts for all items especially custom-made garments Im happy to provide descriptions and estimated values based on comparable pieces if requested.

  Customer Answer

  Date: 08/11/2025

  I have received a direct email from Poplin regarding this complaint. In their email, they stated that they have applied store credit to my account as their resolution.
  
  Two important points:
  Store credit is not an acceptable resolution in this case. I have been clear from the start that I am seeking monetary reimbursement for the damaged items, not credit toward future services.
  The companys statement is factually inaccurate. My account shows a $0 credit balance (screenshot attached), so even their own proposed resolution has not been implemented.
  
  I wanted to provide this update so that my complaint record reflects both the refusal to provide cash reimbursement and the false claim that credits were issued.
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted the relief of a laundry service and decided with poplin, after doing research. I weighed my laundry so I would know the price before hand. Which the total did come to around the estimated weight price. There is a special indication for hang dry clothes that you must pay extra for ($15) and prepare prior and keep separate from other bags which I did. My laundry was picked up in an unprofessional manner which led me to take a picture of the individuals cars license plate. My ********************** was delivered 25 hours later a hour after designated delivery time 9:15pm. The next day I put my clothes away, realizing my bras were crinckled and the wires were extremely bent, I went through my hang dry only items to realize all my slacks were shrunk , my new sharks jersey was ruined, and my waist trainer thats currently trending online was missing. I contacted the individual, Poplin and made a dispute with my bank. Poplin has yet to reply. I would like to take legal action.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had used their laundry service last week with zero issues. This week I used them, and my laundry was returned and it smelled like a wet dog. I contected the company and they gave me a credit. I told I want a refund because I will never use their app again. They refused. I had to rewash almost all of my clothes due to the disgusting smell creeping all over my other clean clothes in my luggage. I have had the exact same issue with the same laundry pro about 1-2 years ago also.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Poplin to have my laundry professionally washed, and what I got back was an absolute joke. My clothes were still dirtynot just stained, but clearly never even washed. Socks came back inside out just like I sent them, and everything had the same dirt and grime.When I contacted customer service, they completely dismissed my actual concern and kept deflecting to minor stain spots, as if that was the issue. It wasnt. The problem is that my laundry was returned in the exact same condition I sent itdirty and unwashed.Even after I sent videos and pictures as proof, they continued to defend their laundry pro instead of taking accountability. The way they shifted blame and ignored the facts shows they care more about protecting their partners than fixing problems for their paying customers.I paid for a service I did not receive, and all I got in return was condescension and excuses. I would never recommend this company to anyone.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave this company my laundry and one of their contractors ruined my linen and is claiming that they were there before and they were not. I had new satin pillow cases and they were ruined. The company failed to provide my money back as the contractor said that they were there. I had to throw away all of my linen. I would like a refund for this service.

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my laundry to be done and the laundry pro has stolen my clothes. They claim they cannot find them, they delivered someone else's clothes - I returned them and they never found mine. They told me to send links to all the clothes that I would need to replace, and with their policy of "up to $35 per item" it was over $2400. They are only offering me $600 and a $150 store credit. I offered to settle with them for $1000 since they have paid that out to other customers in the past but they said since I didn't buy the extra insurance they are going "above and beyond" by offering me $600. I can't replace all my jeans, tank tops, socks underwear and pajamas for anywhere near $600 and I am in no way interested in a store credit after this mistreatment and negligence.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poplin is a laundry service company that picks up your laundry, washes, dries & folds it for you and returns it. In my last order I sent blankets, towels all white and last minute i threw my tan $300 express jacket on top. I just opened every bag from my most recent order and they never returned me my jacket. They refuse to reimburse me for my $300 jacket because its past the 48hours since receiving the order. That doesnt change that they still stole my jacket! Ive had them ruin several comforters or mine by putting them into plastic bags while still wet and they grew mold and theyd refuse to reimburse me. My jacket is a big deal. I cannot afford another $300 jacket when its been stolen from me. I want my jacket back or $300 from the company.

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Poplins Laundry service for over a year out and sending out at least weekly the entirety of that time. During that time have used several what they call LaundryPros but keep to mainly one due to liking the scent of the detergent, the great service, etc. Never once have I had anything but positive experiences. Last Saturday I sent out four loads of laundry and used a new Pro for me. Poplins site says specification of how you want your laundry washed is 100% respected and even encouraged to help prevent damages. So I always send things out separated the way I want it washed with notes on top of how to wash. I tip above 20% because of the extra specification there. The laundry washed returned Sunday, a $250 coat entirely missing with all the laundry mixed together, much damaged, my notes gone, and I am aghast at Poplins lack of doing really anything. There is no number to call and my emails (the only interaction I can get from them) just say to the effect of we will email her, please wait. I want my coat. That is theft. And I told them I am only filing damage on two items. They are lucky. I want this rectified and they are twiddling their thumbs