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:09/04/2024

  Type:Delivery 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 writing to formally lodge a complaint regarding a highly unsatisfactory and unprofessional experience I had with your service this week. On Monday, August 26, 2024, my laundry was picked up by *******, a professional on your platform. During the pickup, ******* left behind one bag of laundry and some hangers. Due to an issue with one of their children, I was informed that the remaining laundry would be picked up the following day.On Tuesday, August 27, 2024, Aigul returned the clothes picked up on Monday and took the bag that was left behind. However, I never received this bag back, which contained valuable items including expensive bamboo sheets and a full load of my clothing.When I initially reached out to your company, I was told that my clothes were mistakenly delivered to **********************. I live at **********************. Despite following your instructions to visit this incorrect address, I was unable to retrieve my clothes as no one answered the door. I have repeatedly requested contact information for the laundry professional who handled my clothes, but your company has refused to provide it.This situation is unacceptable. Not only have I lost valuable items, but I have also been met with unhelpful and unprofessional responses from your company. I have provided all the necessary details, including evidence from text messages exchanged with the laundry professional that corroborate my account of events. Despite this, my clothing has not been returned, and there has been no satisfactory resolution.I demand an immediate investigation into this matter and the prompt return of my missing clothing. I expect a resolution and full compensation for the value of the items lost if my clothes cannot be returned. The lack of phone support and proper customer service from your company is deeply concerning and needs to be addressed.

  Business Response

  Date: 09/05/2024

  This is very concerning. Poplin takes any and all complaints seriously. We are doing a deep dive into what happened in this case and will be reaching out to Ms. ******** shortly. ************* is top priority.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22228193
  
  I am rejecting this response because:
  This business is lying. I have photos of what i was wearing days before my laundry was picked up. They did not return the second load of laundry that was picked up Tuesday, how i know they lying is because they called me and said my laundry was delivered to 2422 and asked me to go see if my neighbors have my clothes, i was not home to do that. The following morning I went to my neighbors address and no one answered the door. I sent a email to the business informing them that i got no answered then they came up with another lie, the photos they have attached was from Tuesday. 
  

  its a text response they have access to between me and their employee. The employee said she couldnt come back the same day to pick up my clothes but she would come back the next day to get them. Bottom line i would like my clothes back. I sent them photos of what i had on and the days leading up to laundry. I also sent them links of where I purchased my clothes for them to replace them with a gift card. They want to offer me a laundry credit when Im never using their services again. 
  

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  Gucci no longer sale the swimsuit I have but i have the receipt and photos and videos of me wearing these items 
  
  
  Chicago bulls **** ****** (8) jersey size small missing 
  
  

   

  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 09/13/2024

   

  After a thorough investigation, we have concluded that Ms. ******** laundry was delivered at one time and delivered to the correct location. 
  Poplin has confirmed with the Laundry Pro that all was delivered.

  1.) Original pick-up on 8/26/24
  

  2.) Extra bag and hangers picked up on 8/27/24

  3.) ***** Lbs - All items delivered in full on 8/27/24 

  4.) Delivery address: ********************************************************************
  

  Please refer to the attached photos.

  On 9/6, we did reach out to Ms. ******** via email, but we have not received a reply.
  

  
  

• Initial Complaint

  Date:09/03/2024

  Type:Delivery 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.

  The Company has a laundry person come to pick up my laundry she then proceeded to deliver ALL of my laundry to the wrong address. I have proof from the company that she admitted she delivered it to the wrong place and tried to go back the next day to see if she could retrieve it and she was unsuccessful. The company told me that I needed to get store links for all of the laundry pieces I sent with their employees. Who knows every store that an item was purchased and when to provide a link and some items may not even be on the website anymore because they are prior purchases not new purchases. Then they proceed to advise me that once I send the links to each item sent with them they will credit me that amount to my poplin laundry account up to ******. I explained I just moved and that was pretty much all the clothes I could afford to bring so What about all my clothes and how am I supposed to replace them? What am I going to do with a ****** laundry credit when your representative was negligent and lost all my clothes not an item or 2 but ALL my items. I want my clothes replaced. I dont care if they give me a $200 ******* card to buy me some more clothes or send me a check or money order for the $200 I dont need a $200 laundry credit I NEED CLOTHES because they lost what I had and Im already barely getting by & I cant afford to be without any clothes. I used their services because I cant afford a washer and dryer and Im only 1 person in the apartment and spend $20 every other month for them to wash what little clothes I had because I often rewore them before sending them to wash. Expecting a customer to figure out everything that was in the bag and try to find links in stores to replace them is unjust knowing that your EMPLOYEE was the one that made the mistake and admitted she delivered it to the wrong place & now Im out of clothes and youre trying to credit a laundry account where you lose nothing and Im forced to use the services & replace my own clothes

  Business Response

  Date: 09/05/2024

  Ms. ***** is correct, her laundry was not delivered to the correct location and ultimately was not returned at all. Poplin takes any and all complaints very seriously and this is no different. We have been in communication with Ms. ***** and will continue to do so. We are currently working to resolve this terrible experience and make it right for her. 
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  The company fails to respond to any of my tickets I put in. And now Im not allowed to put in a ticket number because I am now blocked. This business has a horrible issue with returning emails and when you call the help line, they say you have to be 65 and older.

  Business Response

  Date: 08/28/2024

  This complainant has a history of opening accounts under different names. We found several. We were contacted by an individual stating that the complainant had been using her name and had advised us that there was a police investigation going on with regard to that. Poplin does not permit accounts to be operated by individuals who are committing identity theft.
  

• Initial Complaint

  Date:07/15/2024

  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 for laundry services on June 9th through Poplin. The person picked up our laundry and only returned about half of the clothes. The value of the clothes that were lost is about $800. After reaching out to Poplin about this multiple times, they won’t refund me or give me any monetary reimbursement even though I paid for “insurance” through their company

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair 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.

  On April 1, 2024 I used my app to put in a request to have 2 of my comforters cleaned by a laundry "professional". This was just my 2nd time doing this, but I had an excellent experience the 1st time so I had no reason to be hesitant. I put it in for an express wash because my dog had gotten sick the night before, and I needed my comforter back for the evening.
  I made a mistake when ordering, I wanted to request the same person I had the 1st time and didn't, but the woman who came was really nice and professional. She promised to have my comforters back to me that evening. When she brought them back, I waited to get them out the bags until I went upstairs for the evening. When I did, I took out my regular one and went to put it on the bed. When I did, I noticed that it didn't smell fresh like it had just been washed (needless to say, I paid for premium scented detergent), and it didn't look like it had been washed either....my dog's vomit was still on the comforter.
  I went to look at my 2nd comforter, and when I took it out the bag it was noticeably damp!!! I went on my app to report the incident, and it said that someone would be contacting me soon. Nothing.
  I sent another one...nothing.
  
  I have 1 comforter that wasn't cleaned, and another one that was given back to me wet. I can't put my comforter in my dryer, I just hope it's not ruined. My other comforter that wasn't cleaned...I still need cleaned.
  No one from this business contacted me at all about this.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair 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 scheduled for poplin to pick my clothes up yesterday by 3:00 the laundry pro person send me a message that she would arrive by 2:15 she arrived at 2:33 I paid for express delivery my things was suppose to arrive back to me by 10am NEVER did they claim it was due to my payment but that’s a lie I even called the police who can verify that the charge went through and the double charged me fast forward they said my clothes would know arrive by 3:00 they arrived at 3:40 when checking my items because they laundry pro lady said my items was 90 pound which is a complete lie since I re weigh them I noticed ALOT of my items are missing they have now blocked me from calling and will not refund my my money get on the phone or anything else at this point I want to file a lawsuit against this company I want to add I just had a c-section 4 days ago due to the inconvenience I was not able to bathe or put clean clothes on my newborn all day she’s been wrapped in a cover because they have had my items this had been a nightmare to say the least I can see why the name changed they probably have a million complains and class action suits against them 10/10 I wouldn’t recommend to a turd WHERE IS MY CLOTHES

• Initial Complaint

  Date:03/11/2024

  Type:Product 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 hired Poplin Laundry service and this girl picked up my laundry and was supposed to deliver it by Friday at 8pm. She messaged me via the app and said she was running a bit behind l- and then never showed up. Yes I have contacted the company in every way possible and they are just giving me the run around. They also said instead of replacing my belongings the best they could do is offer a credit to use the service again. I know her first name is Margaret. The cops cannot do anything without her identity because then it’s through the company and considered civil- I’ve also found out this has happened to a ton of other people as well

  Business Response

  Date: 07/15/2024

  This customer did receive her items back, after her Laundry Pro continually failed to follow through on pre-arranged property transfers that Poplin set up with other Laundry Pros. Our department was working on this problem the minute we were made aware of it, despite the customer's consistent harassment of our team members, including scouring the internet for their private contact information and harassing them that way. Customer confirmed she received her laundry back. We refunded the charge to her card. 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair 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.

  Customer service is terrible. They send coupons that don’t work.

  Business Response

  Date: 07/15/2024

  This customer has used the service over a dozen times, most recently this month, July 2024, and most of them (14 out of 16) he has rated as 5/5 starts. He has successfully applied five different coupon codes for discounts on his laundry service. We received 1 report from him that a coupon code didn't work, and it was because he had already used it. We're very sorry if we've caused any frustration, but we're glad to see he still enjoys using the service. 

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This company lost at least half of my laundry and so far they have not replaced it or offered compensation for the lost laundry after I've discussed this issue with them by phone and e-mail for the past two days. Obviously they did not want to resolve this issue.

• Initial Complaint

  Date:02/07/2024

  Type:Product 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 had my laundry weighing approx 17lbs picked up to be laundered. The next day, two bags of laundry that did not belong to me were returned to me. After several hours and customer service sending photos of other people's laundry, my clothes were finally located and delivered. I stated at the time that the weight of the laundry I was charged for was likely for the wrong laundry bags that were initially returned. I was also upset, as a stranger likely had my laundry as well before they finally retrieved it. I asked poplin to refund me the cost of the wash due to the weight being incorrect and my laundry being entirely lost. Avery, a supposed supervisor was completwly unhelpful and stated they don't give refunds, but she would credit my account $10. I will never use poplin again after this experience. They charged me for laundry to be washed that wasn't mine, lost my laundry and then refused to make it right. I want a refund for what i paid.