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:03/12/2024

  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 writing to file a formal complaint against Rinse for significant damage caused to my clothing due to negligent service. On March 2nd, 2024, I used Rinse for laundry services, entrusting them with several high-value items, including but not limited to, Lululemon pants, dress shirts, flannel shirts, a sports tee, and an iRobot reusable mop attachment. Despite explicit instructions not to wash my clothing with kitchen towels and to avoid high-heat drying, Rinse failed to follow these guidelines. As a result, my items were returned shrunk, deformed, and unwearable. The most notable evidence of this negligence is the extreme deformation of the iRobot mop pad, which was dried on high heat contrary to my instructions.Attempts to Resolve:I have attempted to resolve this matter directly with Rinse, including sending photographs of the damaged items and detailing the financial loss incurred ($760 for the most severely affected items). Despite these efforts, Rinse has refused to offer compensation or acknowledge the severity of their mishandling.Desired Resolution:I am seeking a formal acknowledgment of the mishandling and negligence from Rinse, as well as compensation in the amount of $760 for the damage caused to my property. This amount covers only the most severely affected items and is a conservative estimate of my total losses.Conclusion:I believe this complaint warrants your attention as it highlights a failure in Rinse's service quality and customer care. I hope that by bringing this issue to the BBB, Rinse will be encouraged to address the matter seriously and prevent future incidents of this nature.Thank you for your assistance in resolving this matter.

  Business Response

  Date: 03/27/2024

  It saddens us to hear that you had such an unpleasant experience with Rinse. We take these matters with the utmost seriousness and have worked to root cause these issues to prevent them from happening in the future. On the very rare occasion that an item gets damaged in our care, we make every effort to see our customers made whole. We apologize that this was not immediately clear to you, but we hope that you found our diligence and integrity throughout the claims process to be satisfactory. To recap, we have issued a full reimbursement of your order in question as well as honored your $760 request for reimbursement.
  
  Thank you for the time you've spent communicating with us through the claims process. We hope to have a chance again one day soon to rebuild some of the trust that was lost during this experience. Please reach out to our Care Team if you have any questions or concerns. We appreciate you very much! 

• Initial Complaint

  Date:03/07/2024

  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 am a longtime Rinse subscriber. A service that washes and folds your laundry. After paying for my subscription, they let me know they would be switching the size laundry bags used for each load in the subscription.I pushed back as both the delivery and execution of this, as well as the lack of transparency was abysmal. Rinse informed me that they would allow any serviceable bags that were the much larger capacity to remain in service. Since then I have been extremely mindful of sending my bag in excellent shape, ensuring it is filled and shut so that all items would fit in. As they require. Yet on two occasions Rinse has swapped out my bag for 2 new laundry bags. Claiming my items were over capacity. My items fit fully in a shut bag. Then upon inquiring why my serviceable bag could not have been returned when it was a capacity issue, the company claimed it was a safety issue to allow customers to have these bags. The company allowed me to pay for my product subscription and then changed the volume that subscription covered, substantially diluting the value derived from the product.

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair 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 applied for a company called Rinse ********************************************************* is a low wage 1099 job similar to Uber. They are a startup trying to grow. Very small company. After submitting a lot of sensitive info lilke driver's license, registration, insurance, social security number, birthdate and so on, I waited over 3 months for them to review. Then a few days ago they rejected the application.I asked them why and they made up a BS excuse that it was my driving background and history (which makes no sense because it is perfect). I've also worked with other similar apps and were accepted right away. Plus I have worked federal contract jobs with extensive background checks.My belief is that they discriminated based on race. And they were also data mining. I asked them to delete all my data and they said they did. They have no privacy or data policy page on their website and they have a page literally saying they sell your data to make money off ads. They use SMS for "support" and after I questioned them they went silent. I am putting this up here to warn others and I hope this can even get looked into to punish companies like this.

  Business Response

  Date: 03/13/2024

  Thank you for your concerns regarding our hiring process at Rinse. We want to assure you that we strive for transparency and fairness in every aspect of our operations. Your application submitted in December flowed through our standard application workflow.  However, due to a lack of need for additional hires in the area at that time, the hiring process was put on hold, as communicated. This delay was not due to the applicant's driving record or background, which were satisfactory. This hold on hiring was because our hiring needs had been met.
  
  We firmly deny any accusations of data mining or discrimination. Rinse adheres strictly to privacy laws, using personal information only for employment verification. Upon request, the applicant's data has been removed from our records. Our hiring decisions are made based on a range of factors unrelated to race or background. This is supported by the high rate of diversity on all of our teams, including our Valet team. We value and respect differences here at Rinse.

  We truly apologize for any misunderstanding or inconvenience experienced and are actively working to improve our communication to ensure clarity and transparency. We take every piece of feedback seriously as part of our commitment to improve and maintain trust in our employment practices. We are always available for further inquiries or to address additional concerns.
  

  
  

  Customer Answer

  Date: 03/13/2024

  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:01/28/2024

  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 was my first and last time using this laundry service. They returned ************** with a significant amount of items missing, about 10 to be exact. They delayed my return delivery because of the snow storm which was no big deal but I think it played a part in my clothes not being properly returned to me. The weird part is that most, if not all of the missing items were undergarments and pajamas. They did give me a discount for the cool duffle bag they provided but then added the regular price back on once I stated that I'd never use their service again. Disappointed and inconvenienced is an understatement. Now I have to replace clothing I bought right before I move. Thanks Rinse. Bang up job.

  Business Response

  Date: 02/09/2024

  Hi *******,
  Thank you for sharing your experience with us. It is disheartening to read this and we apologize for taking up your valuable time for such matters. In the rare event that items are misplaced while in our care, we own that mistake and take every effort to make our customers whole. In addition to working with you to reimburse or find any lost items, we've ensured that you have been refunded for all charges associated with this order. We firmly believe in 100% customer satisfaction and we're striving to provide that for you.
  
  Thank you again for the time and energy you have given us. We sincerely appreciate your feedback as it highlights areas where we could be better and pushes us closer to becoming the best that we can be. We hope to talk to you soon.
  
  Regards,

• Initial Complaint

  Date:01/14/2024

  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.

  Looking back through 3 years of charges from Rinse I discovered several occurences of them claiming they picked up between 2 and 4 bags of clothing from me. I have only ever sent out 1 bag at a time. After several texts with the app they finally sent photos of those orders and we discovered that they had been charging me for orders that were not mine, and I have photos to prove it. Not only have they not looked into who was adding someone elses laundry to my order and charging me for it, I still can't get refunded. They agreed that they would refund me and that it would take 3-5 business days. After that amount of time, and I still wasn't refunded, they finally said they couldn't refund the original card because it had expired. I said they still need to find a way to refund me. They agreed and said the would fine other orders in similar amounts that had been charged to other cards and refund those. I said that would be fine. Again, it hasn't happened. I texted again yesterday and again they said 'a gentle reminder that I need to wait 3-5 days'. Today I get a text saying thay have no history that they need to refund me anything.This is fraud. They have given me no indication that they have even bothered to look into whose laundry I was paying for. And they keep saying that they will refund me and I need to wait 3-5 business days. When I do wait and then inquire again, sure enough, they act like they have no idea what I'm talking about. I have entire text conversations and photos and receipts backing up everything I'm claiming. And they will not talk to me about what happened.

  Business Response

  Date: 02/02/2024

  Hello, 

  Our Care Team has worked diligently to help resolve this Customer's concerns. 

  
  While we are unclear how anyone else's laundry could ever be charged to her account (this really is not possible as all laundry bags are tagged with Customer-specific, reusable, ** codes and all ** codes have GPS location saved when they are scanned at pickup and delivery. So we know every bag of laundry was picked up, and delivered to this customer. We also know that those same bag tags were reused for future pickups - as is expected since the ** code tags are intended to be reusable), one of our core values is "Make Mom Proud", and this was a moment to live by that. So, despite knowing that there's really no way another individual's laundry orders ended up on her account, we proceeded to refund her several hundreds of dollars worth of orders. The refunds are processed, as shown in our attached screen shots. Additionally, there was confusion around our Rinse Repeat product change, which no longer included the $5 service fee. As is customary when a Customer is caught off guard by pricing changes or the cost of new services, we've refunded these charges as well. 
  
  Thank you, 

  *******

• Initial Complaint

  Date:11/01/2023

  Type:Order 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.

  At 3:08am on November 1 I2023 received an email receipt from Rinse *************** for $134.00 for doing my laundry. Unfortunately I moved into a nursing home on October 6 2023 and havent needed or used their services. They have my credit card on file for auto pay and was billed the $134.00. I tried to cancel through the web site and found it impossible to cancel. Im 68 years old and only receive $100.00 a month for me to use for personal items. This $134.00 charge has left me with $80.00 in my account. Im also looking into filing an elder abuse claim against them. I just wonder how many other people are going through the same situation. I believe that Rinse should be penalized for fraud. But I know nothing will come of this and Ill just be another senior being taken advantage of. Also I dont know how to send a copy of the receipt

• Initial Complaint

  Date:09/01/2023

  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 August 19th I noticed that the cuff of a $200 dress shirt was frayed and button cracked. The shirt was recently delivered by Rinse *** and unworn. Rinse *** agreed to pay for the shirt in full. On August 24 I noticed the same thing happened to a $130 shirt. Rinse again agreed to pay for the shirt in full for a total of $354.94, to include *** sales tax. On 9/27 and 9/28 I followed up on payment via Bill.com as requested. Rinse *** said the bill was paid. I called Bill.com, the bill was indeed not paid. I spoke with multiple reps via text, some saying the bill was paid, others said confirmed with billing department that it was paid, others said itll be 3-5 business days and others said 10 business days. Today, 9/1 I called and spoke with a rep who said the bill would be paid on 9/2. And now a manager **** said that he and the *** of Rinse *** *********************** would push the payment through. They sent a screenshot that payment was made, only to show me that the payment was schedule to be sent next week 9/5. At this rate, Rinse *** has damaged two shirts and refuses to make the reimbursement as they said they would. If they do not remit payment today, 9/1, then this will become a legal issue.

  Business Response

  Date: 09/08/2023

  Hi *****,

  Thank you so much for the feedback and I do apologize if there was any misunderstanding when it comes to our reimbursement process.

  For reimbursements of Damaged items we complete direct payments to customers if the Damage cannot be restored. To do this, we complete a transfer of funds through the bank and it gets directly deposited into the customer's account. Due to this, we are a bit at the whim of the banks timeline with regards to when the payment goes through. Given the payment was approved right before a holiday weekend it extended the timeline in which the funds were deposited.

  Please know that once you completed entering your banking details into bill.com on 8/27 the reimbursement was entered and approved by 8/30, and by that time was in the banks hands to be deposited. I can confirm the full refund of $354.94 was deposited on 9/5 as soon as the holiday ended. I do apologize for any delay internally, we work as swiftly as possible to process reimbursements.

  All my best,

  *****

• Initial Complaint

  Date:07/06/2023

  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 have used Rinse *************** for almost 2 years and have properly noted the drop off location for my laundry, should we not be home at the time of drop off. Generally, we are sure to be home and the driver hands it to us directly, but I had a work event on this evening. The driver never called when he arrived (when I would have confirmed that the bag is only to be placed behind the building, behind the fence) and left or clothing in front of our home on dorchester ave, by the sidewalk. Our entire wardrobe was immediately stolen and I have not been able to get in touch with anyone from rinse. I have received 2 text responses, noting that the company cannot take blame for the incident as the items had been dropped off in this location previously. If that is the case, it was when we were home and is not my authorized drop off location. I do understand that this was likely a negligent driver but I am appalled that the company has not proactively reached out to rectify the situation, but worse, dodged every attempt to connect and CHARGED ME for the laundering services of all my clothing I will never see again. Mistakes happen, but this mistake resulted in us needing to replace our entire wardrobe and the company is doing nothing to rectify it, although their website notes the does reimburse for missing items.

  Business Response

  Date: 07/21/2023

  Hi ******,

  Thank you so much for this feedback, and my sincerest apologies for this experience as it absolutely does not align with what our customers have come to know and love about Rinse. We have been actively addressing your concerns regarding the lack of follow up and outreach from our team and are confident this has already improved drastically.

  I know you and I spoke directly over LinkedIn regarding the issue, and I do see that since we spoke our team has moved you to reimbursement within our Rinse Guarantee guidelines (*************************************************). Our maximum reimbursement for any Wash & Fold order is $750 as stated on our website, and it looks like that was the agreed upon reimbursement we provided. The reimbursement has been entered and approved and should already by in your account, if not it should be arriving within the next day or so.

  I once again apologize for our lack of communication and updates around the situation, I am glad we were able to get your reimbursement processed for our maximum amount and appreciate you providing your feedback as we strive to improve.

  All my best,

  *****

   

• Initial Complaint

  Date:05/05/2023

  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 hired Rinse to dry clean my clothes and their driver stole my clothes. They did not sent me proof that they delivered my clothes and ignored my calls and texts when I asked for more information

  Business Response

  Date: 05/05/2023

  Hi *****,

  Thank you for reaching out. I am so sorry to hear that your Dry Cleaning order has not been located, this is absolutely not the experience we hope our customers have.

  I took a moment to look at your account and find the delivery in question. I can see that our Valet sent a photo confirmation of the delivery on 5/2 around 8pm. I have attached the photo for your reference as well. It looks like Rinse Drop was enabled on your account which requires a liability waiver to be signed before we can leave your bag unattended (More information on our Rinse Drop FAW page: ******************************************************************************************************************). Since this was approved on your account, and the valet followed instructions (you can see the apartment number 203 on the door in the photo), there is unfortunately not a lot more we can do.

  If you believe the bag to have been stolen, we will be happy to provide any information that is helpful for a homeowners or renters insurance claim. I do see our Care team reached out and has been in discussion with you, providing an offer of $100 Rinse credit as well as refunding the cost of cleaning the order as well. If your building has cameras I would recommend checking with your property manager to see if those can be reviewed. At this time our Valet has confirmed the order was delivered correctly and the photo confirmation shows the same. I can confirm this Valet has been with Rinse for a long time and has completed over 100 routes and has not had any issues like this in the past, so we feel confident the instructions were followed.

  Again, my sincerest apologies please don't hesitate to let ** know if there is any other information we can provide to help file a claim or police report.

  Best,

  *****

• Initial Complaint

  Date:03/31/2023

  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 Rinse.com pickup multiple items for dry cleaning. My issue is one item not only was not returned clean but had new damage. If you can't clean item don't damage it further.Item was worth $300. When I send photos of the item damaged instead of resolution they said since we didn't clean item we are not responsible. Why would I do business with such a company?

  Business Response

  Date: 03/31/2023

  Hi ****,

  Thank you for the information, and for the feedback, we do greatly appreciate it. I see that our team is currently in communication with you regarding the reported damage.

   We do have a very thorough tracking system that requires our team to scan and follow every step of the cleaning process a garment goes through. With the jacket, we can see that the item was not cleaned and was placed back in the bag once it was deemed too risky to clean. With items that have ornamentation, like the rhinestones on the jacket we are additionally careful as we know they can be more sensitive to damage in the cleaning process. While the damage doesn't look to have been caused by our team, we do recognize that your experience has not been a positive one and we take that very seriously. Our team has refunded the cost of cleaning for the entire order and has also applied a $100 credit to your account should you be open to trying our service again.

  Thank you so much,

  *****