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Business Profile

Self Laundry Service

Poplin, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Self Laundry Service.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2025

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Overcharged. I had less than 20lbs and was charged _$42.I am due *****.I am totally. Unable to reach anyone.

  • Initial Complaint

    Date:04/23/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    4/21/2025 Unfortunately, they charged for 60 lbs & 5 oversized items, for only 50 lbs of regular, not oversized laundry.A complete *************** service doesn't ******** have to take it up with your Cc Provider.A waste of time & a scam.They have an F rating on Better Business Bureau, with 40 unresolved complaints. I should have checked, but instead I got scammed.

  • Initial Complaint

    Date:02/02/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    12-23-24 this is a laundry service that i have used for about two years. They pick up the laundry, wash/fold and deliver. Great service except this time. The person did not pick up the laundry for two and a half days excluding the holiday. I resubmitted the request with a different person. This person picked up the laundry late, rebagged into smaller bundles then lied that it was more than I stated and she would need an extra day to complete the order. I needed the clothes back the next day as per policy but she said that there was no way she could get them back to me. She returned my unwashed laundry the same night. I called the customer service and they told me my only choice would be to order express service, which I did at 2 times the cost. Here is my problemi placed my order in time to get it back before i needed it. But because of poor service i had to pay double the original price. I contacted customer service they offered me a five dollar credit. I have tried to contact the owners by email to let them know that i felt this was un resolved but have gotten no response.

  • Initial Complaint

    Date:01/05/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Requested help with laundry, weighed laundry before pick up (knowing my budget) Laundry assistant said laundry weighed 150 pounds after completing order. I told them they were wrong but they insisted each of the ************************************** weighed 15 pounds exactly.These bags are small, some containing just tshirts. I sent NO heavy items like denim/towels/blankets.I sent poplin images on a scale of my weight and then an image of me on the scale holding each SEALED bag. The total weight is 51 pounds.I loved this service the first time I used it and sent a similar size order.I am very disappointed with the dishonesty of the person assigned to my order and also with the poor customer service reply. It is so blatantly obvious this is not a 150lb laundry order and I proved proof. To be 150lbs of laundry it would be 3x the size my documented images show. I am fine paying the advertised price for my 51 pounds of laundry but I want a refund for the other 99 pounds I was charged for.All supporting images and documents have been supplied to Poplin already.

  • Initial Complaint

    Date:12/03/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Clothes came back smelling like smoke. I was charged anyways. They offered to wash them again by a different person and told me I was wrong - the clothes did not smell. Then they charged me again for the same set of clothes.

  • Initial Complaint

    Date:10/19/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    My account associated with email address ********************* was disabled at some point recently. I found this out when I tried to place an order on 10/19/24. Then my mother, a senior member of my household, made her own account with email address ********************* you people had the audacity to disable that account too AND cancel my familys laundry order even though I had already been charged $131. What kind of business are you running? Why would you do this? I read the **************** where Poplin shirks responsibility for every possible thing under the sun. These terms seem to be the explanation for Poplins wildly unprofessional behavior. This is an absolutely unacceptable way to treat customers. ******************** should not be a marketplace for consumers if it is going to conduct themselves in this manner. Poplin consistently uses laundry pros that do subpar work that in turn leads to order disputes. Now its apparent to me that on top of enabling incompetent people to be associated with your platform, you then penalize the consumer for raising concerns regarding said incompetence. My family shouldnt have to pay/suffer because of Poplins shortcomings. Thats insane. Your business model is truly unbelievable and the treatment myself/my family has experienced as customers is deplorable.

  • Initial Complaint

    Date:10/06/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 app based laundry service Poplin, stole my laundry, they wont give refund, the say online they compensate up to $1000, but thats a lie, because they only offer credits to their business when something goes wrong. The person doing my laundry did not return all my items, in fact took out the most important and most expensive items, and the company Poplin wont do anything about it. I had to file a police report.

    Business Response

    Date: 10/17/2024

     

    We are so sorry about this experience. ******* placed her laundry order on 9/30/24. Her order was accepted by a Poplin Laundry Pro and picked up that same day.


    According to this customer, several items were not returned. Poplin takes all complaints seriously and this was no different. We immediately reached out to their Laundry Pro, but unfortunately they have not responded to us at all. With that being said, Poplin moved forward with the Poplin Protection Plan. The selected plan for this order was the ***** plan. The ***** Poplin Protection Plan is included at no charge with every order. When a customer is placing their order, they do have the option of upgrading their level of protection to PREMIUM or PREMIUM+ for an added charge. This customer chose not to upgrade.


    ********************* ***** Protection Plan is as follows:
      -  Basic plan, which is automatically included with every order, covers up to $35 per garment ($200 maximum per order).
      -  Plan covers used-value (70% of retail purchase price).
      -  Poplin account credit only.


    Poplin recognizes that this was a terrible situation. Because of this, Poplin has offered this customer a $350 cash reimbursement. This is $150 above our Basic Protection Plan maximum and additionally, Poplin has offered to pay this reimbursement via check or ACH deposit instead of in Poplin credits as per our usual policy.


    Currently, Poplin is waiting for this customer with regard to the acceptance of these terms.


  • Initial Complaint

    Date:08/14/2024

    Type:Product Issues
    Status:
    Unanswered
    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 needs to cease all services in my state as they are breaking the AB5 law. They dont classify their contractors as employees in accordance with said law. I need the BBB to investigate and ask this company why they arent following the law or why they are exempt from it.

  • Initial Complaint

    Date:05/17/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    They did not return my laundry bins and their customer service will not respond.

  • Initial Complaint

    Date:03/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    My first time using Poplin nothing was explained to me not clarified prior to my first pickup. It turned out when I was texting my service person it was just a notification thread and the message were not going to THE PERSON WHO HAD ALL MY CLOTHES. When I called there was no customer service available because it was the weekend! I began receiving messages that my laundry would be left outside with no way to contact anyone! To make matters worse they had made all types of charges to my card that they refused to refund because they say they have a no refund policy! Do not use this service.

Poplin, Inc is NOT a BBB Accredited Business.

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