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:01/06/2025

  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 November 23rd 2024, I requested laundry to be picked up and washed from my place of residence. I received my laundry back on. 11/24/24. I didnt take my items out right away however, my daughter was looking for a pair of jeans that was washed within that order. When we took the jeans out of the bag, we realized that there were bleach stains on these jeans. We dont have bleach in our home and also these jeans were only worn two times prior to them being washed. I sent a message to this company asking them if they can inquire on what happened to these jeans and I received a response back stating that their laundry pro had nothing to do with these items being damaged therefore there was nothing that they can do. Also, soon after me sending this message to them and receiving that response back, my account became disabled. I inquired on why was my account disabled because of course one pair of jeans was not going to stop me from using them, I needed more items washed. I never received a response back on why my account became disabled. I inquired about them messing up a pair of my daughters clothing. Ive sent 10 to 15 different messages and all of my requests have been closed out with no explanation on why my account had became disabled. I just want to know what happened and also why no one has responded back to me. I find it completely unprofessional, disgusting and disturbing that these people treat their paying customers this way. Answer to why my account was disabled after I inquired bout an item of clothing having bleach stain on them and sent SEVERAL messages with ALL of them being closed out with NO response.

• Initial Complaint

  Date:01/03/2025

  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 used their service on 12/13/2024. Their laundry pro was late to deliver my items and items were missing. I reached out to the company and they provided me with a credit which I did not want but urged me try their service again. I reluctantly tried again on 12/21/2024. Again their laundry pro lost items, was late and the clothes smelled badly. They will not refund my credit card for original payment or for the lost items. Instead they are offering another credit.

• Initial Complaint

  Date:11/27/2024

  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 ordered a laundry pickup from Poplin via their app on Sunday the 24th. I was contacted by my laundry pro ******* that she would be picking up the laundry on Monday between 3-5. We are instructed to leave the laundry outside the door. I live on the second floor of an apartment complex in a very safe and beautiful neighborhood, I have never had thefts of any kind and have many items outside my house such as shoes, chairs, plants etc. I did not think leaving the laundry outside (especially since I was home) would be an issue. Around 8:30 PM, the laundry still had not been picked up. I wrote to the help desk and they said they tried to contact her but she was stuck in traffic, it was vague. They told me they were going to reassign my laundry to someone else. When I went outside a short while later to bring the laundry inside, it was gone. I assumed it had been picked up by ******** but had no way to ask ******* because I was no longer connected to her via the app, as Id been assigned someone else. The next day, the woman who had been reassigned to get my laundry came, of course to find that there was no laundry there. I spoke to people on the help desk multiple times who kept telling me my complaint was being escalated. I got an email from someone named ***** who was incredibly unresponsive throughout the day, until she sent me an email saying the laundry wasnt in their possession and then another one saying they could not offer any compensation. I dont know how they are truly able to claim that, and I believe I am owed compensation for my laundry. They are trying to claim someone came and stole my dirty laundry. We have no history of theft at my building whatsoever, and it would have been at the exact time I was talking with someone on the help desk trying to get my laundry picked up.

• Initial Complaint

  Date:11/19/2024

  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 placed an order of 5 bags of laundry. I received 5 bags of laundry back and noticed over 14 items missing. A mix of my clothing, my children's and husband's clothing missing! Some items were new and others were irreplaceable as they were gifts and are not in stock anymore. I sent an email to someone named "***" and detailed the items. Also, requested an escalation of my case as I do not want an account credit since I will never use this service aagin.Either the "laundry pro" Jaquia stole my items and is lying or she mixed the laundry and no one has put in a REAL request or investigation for my clothing.During drop off and pick up of the items, they take pictures if the items in CLEAR plastic bags. Couldn't someone review the image if the second laundry order Jaquia had and see if my flannel, bright orange tank top, etc is present? That would be the first step i investigation. I would like to see the delivery images myself as well.There's been no effort to FIND my clothes. I just want my items back and revoke my review and tip for the failure of the laundry person, Jaquia, as she failed.They also do not have a customer service phone number and claim all customer service is through email. So where is the proof of investigation? Where is the other order Jaquia had the same day as mine?I cannot believe this is happening and that this business is still allowed to conduct itself in this fashion.

• Initial Complaint

  Date:11/08/2024

  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 laundry services in October and when the laundry was returned I was missing 11 items that suspiciously were all Lululemon, Athleta and ****. I immediately put the laundry away, but waited a week to reach out to Poplin to ensure I didnt misplace the items somewhere else in my house.I reached out to Poplin, was told they would do an investigation. Someone emailed me 3-4 days after to ask what items were missing and emailed me back within 12 hours and said that their laundry pro said they returned the items, which is just not true. The items are over 500 dollars in value and one of the pairs of shorts are not even being made in this specific color.Their are multiple reviews on **** about people having items stolen and the company not doing anything about it.

  Customer Answer

  Date: 11/08/2024

  The company reached out again and said that there was nothing they could do and said they would give my account a 10 dollar credit. The missing clothing is worth more than 500 dollars.

• Initial Complaint

  Date:11/08/2024

  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.

  Date of transaction was November fourth and fifth of 2024. I have used this laundry service for several years and I sent my laundry out to be done and it came back smelling horrible so I called them to come and smell it and I wanted it to re-washed and they had charged me $33 for the service. But they wanted me to re-order a new service which they wouldve charged me $33 again and they said if the person that came here thought it smelled which it did would recommend whether I get my laundry re-washed thats all I wanted was my laundry to be re-washed and sent back to me to smell good. Never in my life have I smelt something so bad as what I smelt like my laundry to be like the woman that picked it up said she use some kind of oils or some thing and I just thought it was like a smell good Softener But The smell was horrible. All I wanted them to do is come and pick it up rewash it and bring it back with no charge but they want me to re-order and charge me again and I cannot afford that. Plus that is unacceptable. I cannot believe that they will not send somebody here to smell this laundry they are still in my bags. I cant wear my laundry. I have no more clothes left so I am very very upset because they will not make it right. Please help me. Plus, they are being very disrespectful to me and I am not a mean person. I have never complained about this company but this is horrible. I dont know what to do. Im going to have to havent re-washed and I want them to do it.

• Initial Complaint

  Date:10/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 am reaching out regarding an issue with Poplin as an independent 1099 contractor providing laundry services. Recently, I encountered an unjust situation involving a customer complaint, which ******************** has used to deactivate my account, withhold payment for completed work, and block further communication with me.The customer in question has previously attempted to file a similar complaint, claiming that I failed to provide the requested service. I suspect these claims are part of an attempt to obtain free services. When I raised this issue, Poplin stated they would investigate the matter; however, they have not provided any follow-up or evidence of action taken. Instead, they deactivated my account, withholding my earned income, and blocked me on their ******** page when I sought ********** an independent contractor in the state of ******, I am entitled to fair compensation for completed work, and Nevada law ensures protection against payment withholding without due process. Under NRS Chapter 608, independent contractors must receive prompt payment for their services, and any disputes should follow proper investigation and transparency. Poplins lack of communication and unjust deactivation have impacted my ability to earn an income and respond to the complaint fairly.I kindly request the BBBs assistance in facilitating communication with Poplin, securing the release of my withheld earnings, and reactivating my account if appropriate. I believe this situation underscores a breach of fair practice, and I am eager to resolve it equitably.

  Business Response

  Date: 11/01/2024

   

  Currently, ******** is a Bronze level Laundry Pro. Orders are assigned to Laundry Pros based on rank, with higher-ranked Pros getting the most access to orders. Several factors contribute to a Laundry Pros rank, some of which are not visible in the Laundry Pro app.

  Poplin considers a variety of quality metrics, including adherence to deadlines, damage or missing item claims, customer complaints, and other poor service issues.  If theres a dip in performance or if complaints arise, the status of a Laundry Pro may be adjusted accordingly, which can impact the number of orders received. When reviewing ********s orders, there are several documented issues. Some of these include; late pick-*** and deliveries, cancellations and damaged items claims. These issues could be contributing factors affecting her status and therefore the number of orders that are being sent to you.
  
  In addition, all funds have been paid out to this Laundry Pro. No funds are being withheld.
  

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 booked a laundry service this morning that clearly stated $2 a pound for express service. My laundry was done and delivered. The laundry only weighed $10 pounds. They charged me $43. The concierge just claiming that they have a $40 minimum for express and a $20 minimum for regular which I know is not true because I used the service earlier this week and was only charged $13. I want my money back. They charged me double.

  Business Response

  Date: 10/18/2024

   

  ****** placed an express order on 10/12/24. Her order was accepted, picked-up, washed, dried, folded and returned the same day by a Poplin Laundry Pro.

  Express orders are $2 per pound and have a $40 minimum. This is clearly laid out in the app when ordering service. The total cost of the order was $43. $40 minimum order charge + $3 Trust & Safety Fee. 

  The previous order that ****** is referring to was a standard - next day order. Those orders are $1 per pound with a $20 minimum.
  

  ****** was charged correctly for services rendered.
  

  Attached is a photo of what the customer sees when ordering their preferred service speed.

• Initial Complaint

  Date:10/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 placed a laundry order with Poplin on Monday 10/7/24. It typically is a 24hr turn around time to get your clothes back. Monday night I received a message stating my clothes were wash and folded and the amount was $27.10. I received a message from the laundry pro that stated there was a glitch in the system and that my clothes were not done. The next day I received an email saying my total was $75. Strange because Ive been using this service for over a year and Ive never paid more than $40 even in the winter months. I reached out to their customer service to inquire about the price. When I called as told the amount was $75 I asked them to investigate because I didnt have that much clothes. I was told to check the clothes to make sure all the clothes were mine. I got home and sure enough more than half of the items didnt belong to me. I reached back out to customer service to let them know that I in fact had someone elses clothes and some of my clothes were missing and damaged. I was told to *************. I did. I was told to leave the people clothes outside but it was too late so I didnt. I reached out several times to ask if someone could call me or something so I would know when to put the clothes back out and I was told to just leave them outside that they had scheduled the clothes to be picked back up. Its now day 3 going on day 4 and I still have these belongings and now no one is responding to me. I was over charged, given someones items, my things are damaged and no one is doing anything about it.

  Business Response

  Date: 10/17/2024

   

  ******* placed her laundry order on 10/7/24. Her order was accepted by a Poplin Laundry Pro and picked up that same day.

  
  The Laundry Pro that was handling this order delivered extra bags that did not belong to this customer. This is not acceptable and we are so sorry for the inconvenience. 

  
  ******* reached out to let us know that there was a problem. She was gracious enough to put the extra bags out so the Laundry Pro could pick them up and return them to the correct customer.

  We have reached out to ******* and sent her a reimbursement offer for the damaged items, in addition the weight will absolutely be changed to reflect the actual order. We are just waiting for ******* to reply so we can get this resolved.

  Customer Answer

  Date: 10/27/2024

  My issue has not been resolved. I do not feel as though the person Im speaking with are taking my issue seriously. I was offered a credit which I do not want. Why would I entrust them with my clothes again when this process has taken way too long to resolve. I am now being asked to send images of the damaged items which were sent the same day I made a complaint. They are dragging their feet in hopes I stop responding so they wont have to compensate. They had proof and still are dragging there feet as if Im at fault.

  Business Response

  Date: 10/31/2024

   

  Poplin has taken the following steps to resolve this customers complaint.
  
    -  The weight of this order was adjusted from ***** LBS to ***** LBS. Once that adjustment was made, the difference was automatically refunded back to the customer.

    -  $175 in credits were added to this customers ******************** account. This was a reimbursement for the missing items claim.
  

    -  This customer claimed that there were damaged items as well, but refused to send us the required information because Poplin reimburses in credits.

  All Poplin policies are clearly laid out in their Terms of Service. Acceptance of these terms are required before a customer can place their first order. This customer did accept ********************* Terms of Service.
  
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22413557
  
  I am rejecting this response because:
  I didnt refuse to send anything. I was being asked to submit photos/videos of the damaged items which were sent 3 weeks ago when the situation first occurred. No I do not want a credit as this wasnt any normal circumstance. I do not have the security needed to continue to do business with the company. Which I feel is my credit. I also feel like they are trying to ouch a credit on me to avoid the real issue at hand. Their laundry pro was at fault I had damaged items, misssing items, and was over charged. Seems like more than enough reason for anyone on my position to feel like I do. 
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 11/11/2024

  I feel as Im being forced to have to use their service as I was given a credit not a reimbursement for my things which isnt fair. This is not a normal circumstance. I have missing items a credit doesnt replace my items and isnt fair to me. I dont feel like I received the help I deserve and there should be a gray area in this case. I dont feel like my claim has been taking seriously. It has been a month of me dealing with this issue and all I have been given is the run around between you and the company. Im in a lose lose situation I dont have my missing items or the reimbursement I was owed not a credit. My issue is still very much valid and if you refuse to help me then yes my claim is now closed due to the lack of support and resolution. Yes Im not satisfied with the outcome because I feel as Im being forced to use a service that destroyed my clothes, gave someone else my belongings, I received someones elses belongings and I was overcharged and no where in their policys is there a solution for my issue. 

• Initial Complaint

  Date:10/02/2024

  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 used poplin to clean my bags of laundry, intimates, towels and bedsheets. I was returned three bags of clothing, 15% of it was my laundry and 85% of it was a random persons. I believe they were washed together, which is a serious issue to begin with, as the laundry pro said they got mixed up in the trunk upon pickup. Upon contacting Poplin, their concierge "filed" an incident and has not been helpful AT ALL in contacting my laundry pro. They said they are struggling to reach them. I asked for the laundry pros number to communicate a drop off, and they refused to give me the number. Eventually, I left a review on this laundry pro's page with my number and THEY reached out to me. They sent pictures of another order of clothes that had been mixed in with someone's order and none of them were mine. This leads me to believe that SEVERAL orders were mixed up. My clothes are currently lost. Several hundred dollars worth. I pay $2,50-$5 per order to add insurance which is marketed as protection up to $500, and when inquired about that, I was told it was SERVICE credit. That is not explicitly stated on their site. Also, how can I use their service when I have no clothes to launder because they lost them? I am appalled at how this business is run and am now out several hundred dollars of clothes with no resolution.