Complaints

This profile includes complaints for Rinse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rinse, Inc.

  1000 Brannan St Ste 207 San Francisco, CA 94103-4888

• 

  Rinse, Inc.

  438 Treat Ave San Francisco, CA 94110

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:03/09/2025

  Type:Product 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.

  This is very overpriced the service is very poorly.

• Initial Complaint

  Date:01/06/2025

  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.

  Terrible experience. First they dont let you rollover unused laundry. So my first month i paid double and just used once.But then second time i used all my clothes shrunk. Quite a lot. from what i read they have a bad reputation. Should have read before. Then i complained on text and then they told me to go to a website. There i had to spend a good amount of time to describe and upload photo of each item i sent, and at the end they say "Oops. Something went wrong...send us a text or try again another time...". Really frustrating. Becoming such a headache for a service that is exactly to save time.

  Business Response

  Date: 01/10/2025

  Our team has been in touch with Nei to coordinate a reimbursement for his items, as well as offer some additional credit in order to help with future orders and subscription purchases. At this time this matter should be resolved, but if there is anything else we can do to help, please let us know.

• Initial Complaint

  Date:12/26/2024

  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.

  This business is horrible. They messed up all the time, lost my clothes, accidentally picked up my neighbors laundry, etc. Its an expensive service that isnt worth it.

  Business Response

  Date: 12/30/2024

  ******* reached out to our Care team notifying us that we had picked up items that belonged to a neighbor and inquiring about his delivery at the same time. Our team confirmed that we did incorrectly pick up items from his neighbor and worked with him to have the items returned to his neighbor and ensured that he was not charged for those items as they should not have been picked up in the first place. ******* has since noted that some items are still missing. When we receive reports of items not being returned, it is our policy to collect specific details about the missing items so that we can review our internal systems to confirm if we received them initially and to help locate them. We have not received any specific details regarding missing items or details about the items at this time. Our Care team offered a $100 credit to help cover the cost of replacement items since no details about the missing items have been shared. ******* last reached out to note that he was not interested in the credit or moving forward with any resolution. 

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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.

  I used Rinse a few times and all had major issues. First, their website offers a guarantee for dry cleaning. Regarding, the quality of the dry cleaning, in addition to, ensuring the quality of the garment is maintained during dry cleaning. This was a new service I tried and I gave this company the benefit of the doubt. The first occasion, I asked for no starch to be used, they did and I complained. Additionally, I noticed there were multiple pin hole marks on my dress that were rather unsightly. The company refunded the fee for the dry cleaning to I decided to move on. Since this was a convenient option, I gave them another chance. Once again, starch was used. This was not the only issue. Every single collar of my husbands shirts was folded in an odd way that resulted in them laying incorrectly when put on. We brought it to a local cleaner who fixed the issue. The reimbursed us for this issue. I tried the last time to give them another shot, since out local cleaner was closed for the holiday. I figured there is no way they would make the same mistake again and maybe they are simply a new company trying to get proper protocol in place. Nope, starch used again. This time was a major issue since they cleaned multiple dresses (that were then ruined) ranging in price from $200-500 a piece. I asked for a refund and told them this would be my last time doing business with them. There had been too many issues regarding this service. Between the pin holes in my clothes, incorrect buttoning of collars, and now starch on delicate garments after stating we are allergic, Ive had enough. I didnt ask for the damaged items to be replaced, although, I did expect to be refunded the fee for the dry cleaning. All items are currently being recleaned by our local cleaner who fixed this issue. This company states a guarantee and does not follow through. I expect to be refunded or I will contact the attorney generals office for bad faith advertising.

  Business Response

  Date: 12/09/2024

  **** has had several accounts with ********************** and, each time has reported the same issue and requested a refund. A refund has been issued for each order as a result of their concerns and we have reached out to work with **** to understand more about the issue/ask for photos and details about what they are seeing. Typically we offer a complimentary refund of any items that were not cleaned satisfactorily, but because the items have been consistently sent to another cleaner rather then sent to us, we are unable to assess what might be causing any issue. Moving forward, if any services are not satisfactory, we ask that we be notified prior to sending them to another cleaner so we can investigate the issue and ensure it is resolved. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22632695
  
  I am rejecting this response because:

  It is false that I have multiple accounts.  I had one over a year ago I no longer have access to, since i had to change my email address. Therefore, needing to create a new account. I have never been offered for the items to be fixed by Rinse. Rinse simply refunded me in the past and I gave them the benefit of the doubt the quality would improve. Two issues do not constitute as many issues. I never held Rinse liable for the damage to any items, only for the poor dry cleaning service. Considering it would be easier to refund the dry cleaning fee, than to repair garments, etc. I am surprised by their response. Either way, I dont recommend this service as they dont follow the guarantee advertised on their website. 

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

  Business Response

  Date: 12/16/2024

  Thank you for explaining regarding the multiple accounts. Our team is always able to update your existing account to match your new contact information, should it need to change. You can also do so by logging into your account and making any edits on your My Account page. Regarding the refund versus the repairs, we initially offered a full refund for the orders in order to cover the cost of a complimentary reclean to address the items being returned with starch. This is our policy such that you can choose when works best for you to send them in for another cleaning to ensure they're ready to wear. When, after that, you noted that they clothes were in fact damaged and not just in need of a reclean, we had reached out to ask when would be a good time to pick up the items to assess them to address the damage, at which point you had noted that they had already been sent to another cleaner for repair. Regarding your most recent order, we have issued a refund for your most recent order of $141.60 to your card on file and you should expect to see this within 5-10 business days on your card on file. Please note that if there are any future reports of damages on your order, in order to be able to issue any refund, we will need to pick up the items for assessment and repairs prior to issuing any additional refunds. 

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/16/2024

  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 am filing this complaint to report Rinse **************** mishandling of my laundry and failure to provide a timely resolution. Below are the key issues: - ******************* On Sunday, November 10, 2024, I sent out my laundry for delivery with Rinse. When my items were returned, only one-third of the laundry was delivered. - Missed Resolution Deadline: Rinse informed me that they would resolve the issue by Wednesday, November 13, 2024. However, on November 13, I was told to wait until November 15 for further updates. - No Resolution Provided: As of today, November 16, 2024, I have not received any updates, resolution, or reimbursement for my missing laundry. - Significant Loss: The total value of the missing laundry amounts to $1,375. - Lack of Communication: Rinse has failed to communicate effectively or provide adequate customer service to resolve this matter in a timely manner. I trusted Rinse to handle my laundry with care and professionalism, but this experience has caused unnecessary stress and financial loss. I am seeking immediate action from Rinse to: 1. Locate and return my missing laundry. 2. Provide a full reimbursement of $1,375 if the items cannot be recovered. I appreciate the BBBs assistance in holding Rinse accountable and ensuring they address this matter promptly. Sincerely, **** **** ********* ******************

  Business Response

  Date: 11/22/2024

  Our Care team has since connected with **** further to coordinate a reimbursement of $750 for the order, as outlined by our Terms and Conditions/Rinse Guarantee. **** has agreed to this payment and it is processing via electronic payment. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22565154
  
  I am rejecting this response because:

   

  Thank you for the information. Unfortunately Rinse has been telling me that a reimbursement has been issued and on the way since November 18th but I haven't received anything. 

   

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

  Business Response

  Date: 11/26/2024

  I can confirm that the payment has been processed in our system. We quote that it can take up to ten business days from the date that it is processed to arrive, as it takes some time to process the payment on our end and the actual processing times between banks can vary. While the Thanksgiving Holiday may impact the arrival time, the payment has been processed on our end and will be issued once processed by the banks. 

• Initial Complaint

  Date:10/15/2024

  Type:Order 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.

  Rinse is a laundry service and lost one of my items from an order placed on September 22. I notified them of the issue in a timely manner and they didn't respond, so I followed up again. They finally responded on October 2 and initially denied losing the item until I provided proof, upon which they agreed to refund me an immediate credit of $169 or a refund of $169. I requested a refund on October 2. They requested that I send my bank account information in an unsecured email and I agreed for the sake of moving things along while someone was still paying attention to the issue. They later said on October 4 that they never received my bank account email. Due to this oversight, I asked them to call me or to send me a link to provide my account information in a secure way. They continued to email me back right away, but did not call or send me the link despite someone clearly being actively monitoring the email account and responding to my messages. I was told on October 4 that I would receive a link to provide my account info securely. I followed up on October 7, October 11 and October 14 via email. On October 15, I was asked for my availability for a phone call and I provided that, but no one called me during that window. I called Rinse's phone number listed on their website, and no one monitors that line; it is a voicemail that hangs up on you when you begin leaving a voicemail (I called three times). I texted customer support on October ************************************************************************************************* I have not received a phone call, email or text from anyone who can help with simply taking my account information and processing the refund they already agreed to.

  Business Response

  Date: 10/16/2024

  Our Care team has been working with Christy direction to collect information to process a reimbursement for the shorts for a total of $169. We have received her payment information and the reimbursement will be processed to her provided account. 

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22426033, and find that this resolution is satisfactory to me. It is unfortunate that I needed to create this complaint in order to get support but I have received the support I was previously unsuccessfully seeking.
  
  Sincerely,
  
  Christine Medina

• Initial Complaint

  Date:10/01/2024

  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 decided to try Rinse as our apartment has been working with them, but it was a huge mistake. They completely ruined my $1,000 wool t-shirt, shrinking it down to a child's size. The fabric is now coarse and rough, more like a kitchen rag than the soft texture it had before. This level of carelessness is unacceptable for a service that's supposed to specialize in garment care. They said they are not responsible for ruining it and just refunded the dry cleaning fee.

• Initial Complaint

  Date:08/22/2024

  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 absolutely appalled by the level of negligence and disregard for customer security demonstrated by ********************** **************** They allowed someone to sign up for their service using my credit card without my knowledge or consent, and to make matters worse, they are refusing to refund me for these unauthorized charges. Intotal $180 dollars

  Business Response

  Date: 08/28/2024

  **** reached out to our team regarding charges for laundry services and orders placed through his account. The card information on file was authorized by our card verification tool and the transactions were valid transactions. When **** contacted us, we let him know that if there was concern of fraud on his credit card that he should reach out to his bank to notify them of fraud and take direct action on his charges. Additionally, we offered to provide any necessary information to his bank regarding the transactions as well if it would help with their investigation. 

  We continue to encourage **** to contact his bank if there are concerns about fraud on the card and to let us know if we can be of assistance with processing anything on his bank's end. 

• Initial Complaint

  Date:08/19/2024

  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.

  This company refuses to let me cancel my subscription without forfeiting all the services I already paid for. I have significant stored credit because their service was not available to me during the pandemic.

  Business Response

  Date: 08/28/2024

  Our policy regarding Rinse Repeat subscriptions and banked bags and rollover bags is clearly stated in our customer FAQs regarding the bags and banked pounds being forfeited in the event that the subscription is cancelled. Please see the attached screenshots for details on the policies surrounding our Rinse Repeat plans. That being said, we will have our team reach out to see if we can find an amicable resolution. 

• Initial Complaint

  Date:05/05/2024

  Type:Billing 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.

  I have used Rinse's laundry service for over five years, and have been satisfied with the service. Due to illness, I've had to pause using their service periodically. While paused you are unable to utilize any of the services you have already been billed for. I had previously been billed for seven Rinse Repeat bags, valued at $75 each. I inquired about being refunded for the unused bags, but Rinse stated that they would discontinue my account to prevent future billing. I feel that by putting restrictions in place where customers can not utilize a service they have already paid for, while their subscription is paused, Rinse is fleecing customers out of money. And, if you don't pay them more money they essentially terminate your service without refunding you any unused portion of your subscription.

  Business Response

  Date: 05/21/2024

  Our policies clearly state that any bags or rollover pounds on a Rinse Repeat subscription will be available to be used as long as the customer has a valid ********************** Repeat subscription. Customers can pause their ********************** Repeat subscriptions as long as they would like if they temporarily are not in need of laundry services, and those bags and rollover pounds will continue to be available once a customer is ready to get started again. We also offer the option to downgrade plans if the volume of their existing subscription is higher than they ultimately needed. When signing up for a Rinse Repeat subscription, these are the terms that all of our customers agree to. While our team will always evaluate a customer's request and make exceptions for extenuating circumstances, in this instance ***** told our team that he was moving out of state and asked if he could be reimbursed. Our team stated our policy and asked if he would like to cancel, and he confirmed that he would like to cancel. No concern was raised at that time nor was there any push back from ***** on our policy, so the subscription was cancelled. Screenshots of our policies and of the *** exchange are attached. 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21669263
  
  I am rejecting this response because I am filing a complaint with the CA Attorney General's office.  No inquiry or exceptions were made by Rinse regarding my circumstance.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/23/2024

  Hi *****, We will have our support team to reach out to you regarding this matter. Please respond to their email, which should come from care@rinsecom, when you receive it, which should be within 24 hours. 

  Customer Answer

  Date: 05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************