Complaints

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So my first time using this laundry company, ***** came to pick up my laundry to take it to be clean when he bought the laundry back. There was some issues with the laundry and I bought it up to him and he said that he would give me a full refund. I said no dont worry about it just next time. Be careful. I believe the next time I called him he gave me a discount or whatever the case may be. This last time that I use ***** services he came and picked up the laundry and when he bought the laundry back, my jeans were not dry at all my clothes smell like mildew, and I had some damages to some of my clothes. I reached out to ***** and I sent some pictures and he said that he was going to speak to the lady who was washing the clothes to make her aware. He also promised me that he will wash my clothes again for free up to 75 Pounds, when it was said When I called him to come pick up the clothes, his grandfather passed away so he took some time off of work. He said that he will be back the following week the following week I reached out to make sure all is well and see if he was back to work because he promised me 76 pounds of free wash, he agreed to come up on Saturday March 30 before 12 as per his text message I text him on Saturday. No response text him again no response. I called him. No response called again no response then I decided to call him from a different number and he responded. He said he had been in a car accident the night before and that he wasnt able to pick up the clothes. I asked if his brother was available he said his brother is on vacation. I apologize to him that he was in this car accident but needed to know what he was gonna do about the clothes because I had waited long enough, so he agreed to give me a refund on the clothes and not come pick up the clothes ever again which I do agree with because my clothes were not wash properly from the beginning, but he kept asking for another chance and I kept giving him these chances, he doesnt give me a refund for my clothes anymore and I want my refund and I want him to pay for the damages of some of my clothes

  Business response

  04/10/2024

  My laundromat Glendale Laundry Express has been servicing this client for quite sometime and since the very beginning we have had multiple issues and complaints related to her clothing. We have been doing laundry pickups for 5 plus years and have never had a customer who I've had more complaints with where I've had to issue multiple refunds for. My delivery partner platform can attest to this as I've made multiple complaints to them regarding the issuing of refunds to ***********.
  
  *********** used our service a handful of times, each and every time she has used our service, she had issues with her clothes and we have issued a refund and or discount for her every time.
  
  The particular instance *********** is referring to is when her clothing was recieved and came back what she claims as smelling like mildew. She initally stated some of her clothes was damaged and not properly washed. She did send pictures of the alleged damaged clothing, however, from the pictures she sent there were no visible damages that we could see.
  
  We spoke to our employee who regularly washes her clothes, and she said there were no issues of her clothes being smelling or being damaged. Nevertheless, we agreed to give her yet another discount and also offered to rewash her clothes free of charge for the inconvenicence as our goal is to ensure our customers return.
  
  
  As She stated all her clothes smelled like mildew, we offered to rewash her clothes the very next day. She declined too. That was concerning to us. Our logic to her was if your clothes has a foul oder and smell, and you choose when given the option to not have your clothes rewashed, a logical analysis would lead to to believe that the clothes do not infact have a foul oder. Our conclusion was that she was trying to take advantage of the fact that we offered refunds and discounts to her in the past and is using this to her advantage to get a free wash. She consistently harassed me and my brother calling from multiple numbers, multiple times during a time of a passing in my family. We initally agreed to offer the pick up to stop this harassment. We advised our delivery partner of this situation and they advised to not offer the free services because she did not want to go through there platform to place the reorder to avoid it from being documented, she declined to accept the rewash the next day,  and wanted the rewash months later after the initial incident. They advised us to permanently block her. They are well aware of the refunds that has been given to her overtime and too think she is taking advantage of the situation.
  
  I do not believe *********** is *********** any compensation nor refund as she was initally offered that and refused to.  Text messages that can prove the time stamp of when she claimed her clothes was damaged/had a foul oder and when she called for the rewash.
  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a loyal customer to this business for almost 1 year. I use ************ to place orders for pick up/drop off laundry services. I have been consistently missing items from my orders such as anything with a Brand Name. The last time I sent my laundry to them, they stole over $500 worth of Lululemon clothing from my laundry. I reached out immediately to the business and they refuse to take responsibility. The items stolen include 2 pairs of Lululemon women's size 0 yoga pants, 4 pairs of Lululemon mens size medium shorts, an ****** sweatshirt and *********** t-shirts. There are multiple other stolen items but these are the items most recent. They steal only name brand items and I feel concerned for others using this service. On top of this all, they've charged me for 30 llbs of laundry when in fact, the receipts say 18 pounds. I am guessing this is because they weigh the clothes before stealing the items. Whether this is an individual stealing or the company, someone needs to be held accountable.

  Business response

  02/28/2023

  *********************** has been a customer of ours for less than one year, June 2022 to be exact and has used our service but a handful of times. We received her account from our business partners, ************ as we do all of our clients which can be verified by them as well
  
  This claim made by ********** happened in January of 2023 in which, from text messages (which is attached) she mentions one pair of black Lululemon womens yoga pants size zero,were missing. We notified our workers of the missing item to see if it might have been misplaced, and responded that we did not find any Lululemon yoga pants in our store. We immediately contacted our delivery partner to notify them of the issue so they are aware and to see how we can remedy this issue and inconvenience it may have caused *****************. We explained to ***************** that our business partner (************) will be in contact with her. We never received a response from her after as she dealt with our delivery platform directly.
  
  In her complaint ***************** claims there were now a total of 6 lululemon pants, totaling $500, as well as other items such as, a sweatshirt and two vintage shirts which was never mentioned to me nor my delivery partners who ** ******* was in contact with. Our text messages and our delivery partners can verify that ***************** never mentioned more than one item being missing.
  
  ** *******'s claims that we intentionally stole clothing from her is outrageous and an insult to myself, my staff, and my business. Many people instill there trust with our service and we have dealt with hundreds of customers and orders ***************** clothing over the years and never once received a complaint of clothes being intentionally stolen (again this all can be verified by our delivery partners). We pride our selves on delivering the best service to our customers because there the ones who keeps us in business. False accusations of stealing slanders my character and ruins my businesses reputation. Its hard to believe that if ** ******* had items missing or "stolen" by our business in the past as she claims, that she would continue to use our service for a second or third time with out a complaint being made to our business partners, documenting these instances of "theft" as she claims, especially if the items in question are of very high value.
  
  Kindly investigate into this matter further and it will prove that the clai** ***************** made against our business are false and without merit. We do understand ********************* frustration in this situation and ** ******* can reach out directly to our business partner ************ if she would like to remedy this situation.
  
  
  

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Once my pants were stolen, it dawned on me that I was missing the other items. This is an unacceptable response by the business - they are taking no responsibility whatsoever. Once the owner denied my accusation, I came to the BBB. Why would I continue communication with the business if they denied doing anything wrong? You need to do an investigation with your delivery drivers and other employees. It makes no sense that my clothes just disappeared while in your care. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/02/2023

  As stated earlier In her complaint ***************** alleges there were a total of 6 lululemon pants, as well as other items missing (which, again was never initally mentioned at any time to me nor my delivery partners who ** ******* was in contact with) It dawned on ** ******* she was missing additional items after 1 of her pants were missing but she didn't notice when 7 of her items (as she claimed) were missing from previous orders? We never denied her accusations, we looked into the matter when it was brought to our attention by ** ******* (per the text messages) we did our due diligence, we informed my one and only employee of the situation, had them double check for the item, and I personally looked for the item myself but could not find it. We contacted ** ******* and informed her, then we immediately reached out to our delivery partner and was told they will now handle the situation moving forward after ** ******* ceased contact with us. Im not sure why she mentioned investigating the delivery driver when I am the one and only delivery driver, and I personally deliver her laundry. We understand her frustration however, our staff could not find the missing pants nor did they steal it, that is a serious accusation to make especially when I have never had any complaints from anyone (clients or the BBB) accusing her of stealing. I'm sure that our delivery affiliates offered a solution to ***************** and maybe it wasn't to her liking, but we can't give her back what we don't have! I'm sorry for this unfortunate situation but ** ******* can reach out to our delivery partners and they will surely offer a solution. 
  

*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. ↩