ComplaintsforThe Laundress

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction: several purchases from retailers from 2018 to 2021.Amout of money paid: above $400 including bottles that were used up before the recall The business issued a recall on December 2022 as the products might contain dangerous bacteria. They were committed to refund the customers who still own the bottles.I immediatly contacted them and provided them with the requests on their websites exactly. They have been going back and forth for a month and I wasted hours getting all the pictures and information they needed. They told me the request has been accepted and the refund is under process, I have been following up with them for a year and a half now and they have been ignoring all my emails.The business tried to resolve the issue after I contatced CPSC, but they ignored me after that.The nature of the dispute is refund request for the dangerous products that I were directed to throw out.

  Business response

  06/12/2024

  Thank you so much for reaching out and we are so sorry for this experience. We have confirmed that our ****************************** team is directly in touch with the customer to ensure they receive the full reimbursement amount they qualify for. More information about our reimbursement policy can be found here: ****************************************************

  Because this customer is based outside *****************, our international team in the local market must handle the reimbursement so that the customer is paid in their native currency. 

  Please feel free to reach out if there is anything else we can assist with at *******************************************.

  Sincerely,

  The Laundress Team

  Customer response

  06/13/2024

  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]

   The claim in the business response is false. They international and US team have been ignoring all my emails. In my previous message, I have attached my initial email dated 19-Dec-2022. It has been a year and a half and I am still not refunded, this is a proof that they are not responding.

  I have sent many, many emails since this started without any response. I can attach all of them but that would be impractical. Therefore, I am attaching two emails in which I mention that the company called and told me I would be reimbursed before Feb 2023, and another complaining about ignoring my emails.

  The headquarters in the ** always have the same response that they "will escalate this to the international team" but nothing comes out of it. We know that businesses always report to the headquarters, so it's not accurate the international subsidiary are just not responding to them.

  Regards,

  *******

   

   

   

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

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

  Business response

  07/25/2024

  Thank you for reaching out again. We confirmed this morning that our international team was in touch with the customer and they confirmed receipt of their payment. We apologize this took so long to get rectified but appreciate your patience. 

  Sincerely,

  The Laundress Team

  Customer response

  07/26/2024

  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 as they have finally refunded me as per the attached and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The Laundress sells a specialty laundry soap product. They had a massive recall because their product was making people sick. I bought over two hundred dollars worth of their laundry soap through Amazon. When the recall took place, my husband and I followed every step to get our refund. They set a very high barrier to receiving a refund - I needed a picture of the bottle with my initials (weird) with the date (fine), and the product # (done). I did all of this. Then - months of waiting. I still hadn't received my refund when they relaunched their products this summer. As you can imagine, I was quite upset because they are relaunching without taking care of those they said they would refund. I emailed, and they responded they never got my email, blah, blah, blah, and asked me to go through the entire process (to a new email address) again. By this time, I had gotten rid of all but two of the faulty products. However, I still have proof of purchase on Amazon (which I told them). Overall, I have been unable to get any help from a person, and they keep sending me round and round. I literally said they could just send new non-faulty product or have me speak to a real person. It has been incredibly frustrating. The money isn't actually what concerns me, but it is the fact that if they are giving me this run around, then they are doing it to other people, too. I do not trust the business is being run properly because their refunds are certainly not being run well. I would like my money back and I would like someone to look into how they have refunded others because I am sure there are people like me who they are simply trying to make go away.

  Business response

  10/06/2023

  Hi *********,
  Thank you for contacting The Laundress and we sincerely apologize for this experience. We have received the email you sent on 10/3/23 providing us with the necessary information and have gone ahead and processed your refund. You will receive a check in a white envelope to the address you provided us with. Please allow up to three weeks for the check to arrive.
  
  Once again, we apologize for the situation and thank you for your patience.
  
  The Laundress  

  Customer response

  10/13/2023

  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 and the matter has been resolved. Thank you so much for your help!
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was notified of a recall involving several products that I had purchased through the laundress and followed the instructions on how to file for a refund. On December 5, 2022, I was notified I would receive a check in **** weeks. After not receiving a check I contacted the laundress on several occasions in January 2023, May 2023, July 2023, and August 2023. Each time they advised a new check would be sent. They provided me with Case #******.I feel as though they have had no intention of sending the recall refund and am also curious if anyone received this check? I had to discard the product that was no longer safe, followed the recall refund instructions, and have never received the check.I am seeking a resolution of having the check sent as soon as possible. Their detergent is expensive and they sent an unsafe product. The refund should have been sent back in early 2023.

  Business response

  09/05/2023

  Hi ****,
  
  Thank you for contacting The Laundress and we sincerely apologize for the delay. We have expedited your check and see that it was delivered to you on Tuesday 9/5/2023 at 11:03 am. We have emailed you the tracking number for your reference.
  
  Once again, we apologize for the situation and thank you for your patience.
  
  The Laundress Team 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company recalled a wide range of their products due to presence of bacteria. My husband was impacted by the bacteria, as he developed a rash during the period when this was discovered. I put in a claim for all of the products purchased during the recall period. This claim was entered in November 2022 with no response. I contacted the company and they are requiring copies of receipts and lot numbers on the bottles of the products. While I have the bottles, the lot numbers are no longer visible. I do not have the receipts but I am only requesting a refund for products purchased on their own website which should not require a receipt. The other part of the purchases were made on Amazon and I provided them the valid dates.

  Business response

  06/21/2023

  Thank you for reaching out to The Laundress. We've looked into this customer's case and see that a check was processed earlier this month for the eligible amount. The customer can expect to receive the check within 2-3 weeks. Please reach out to ******************************************* for any further assistance. 

  Sincerely,

  The Laundress Team

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Laundress issued a recall of their products with the promise of a refund, if customers emailed them pictures of the products they were discarding. I did so on Dec. 1, 2022, after which I went back and forth with ***************** I was given two case numbers-- Case ****** and Case ******-- and was told I would receive a check in 8 to 10 weeks. It has now been far longer than that, and Laundress **************** has stopped replying to my emails. I am filing a claim for $205 -- the total cost for the Laundress products I discarded due to the recall.

  Business response

  05/15/2023

  Thank you for contacting The Laundress. Unfortunately, the reimbursement process is taking longer than anticipated and we want to extend our deepest apologies for this delay. This customer's check was processed on May 8th for the two bottles of product they provided imagery of. Checks are sent in plain white envelopes and can expect to be received in 1-2 weeks after they are processed. If there are any additional products the customer has, we'd be happy to provide an additional reimbursement once we receive photos or copies of the receipt.

  We apologize again for this experience. 

  Sincerely,
  The Laundress Team 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 23, 2022 Charge ****** The Laundress issued a product recall in November 2022 for bacterial contamination of all their products. They stated that if your purchase was after January 2021, besides an initial request, no additional work was required on your behalf for a reimbursement. However, I have yet to receive payment although it was promised with **** weeks of their notice in December 2022. They have then asked me to provide evidence of my purchase, and I have complied time and time again and I keep getting responses after long periods of waiting that I need to resubmit, etc. They have the record of my transaction, my contact and payment info, etc. This is long after the point I shouldve been paid. I basically have no usable products from the company and had to dispose of everything since I am immune compromised and could have been infected from this product. I would like my reimbursement as soon as possible.

  Business response

  04/26/2023

  Hi ******,
  
  Thank you for contacting The Laundress and we apologize for the delay. In an effort to process any outstanding customer refunds, we reached out and sent the email that you received on 4/21. Your refund was processed from a different email you used to make your purchases and the system did not pick up on that so we apologize for any confusion. We have checked your refund status and see that you have already received and cashed your refund.
  
  Once again we apologize for the situation and thank you for your patience during this process.
  
  The Laundress Team 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about December 1 I filed a claim for reimbursement pursuant to The Laundress requirements for products that were defective. I received notice of receipt from the business on December 2. I heard nothing from the business and subsequently contacted them sharing information from Amazon about the fact that the products were defective. I received, a response that was unresponsive. In other words, when I open the links in the response, I was taken to a page that repeated the process. There has been no resolution to the issue, and I am requesting reimbursement for the defective products I am attaching multiple documents demonstrating the fact that I purchased the defective products, that I filed a request for reimbursement, and the notice from Amazon of the defective nature and value of the products.

  Business response

  04/11/2023

  Hi ******,
  
  Thank you for contacting The Laundress and we sincerely apologize for the delay. Thank you for providing us with more information regarding your refund. We had reached out to you on 2/20 asking for more information but have gone ahead and processed your refund based on the information you have shared with us. You will receive a check in the mail to the address you provided us with. Please allow up to three weeks for the check to arrive. If you do not receive it by then, please contact us and we will look into it.
  
  Once again we apologize for the situation and thank you for your patience.
  
  The Laundress Team

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company issued a notification regarding a recall for their products and also communicated they would provide a refund. They provided instructions, and I filled out a request for a refund. They stated they are behind, which would be **** weeks. It has been almost 20 weeks with no refund. You reach out to support and get a canned response with no action.

  Business response

  03/20/2023

  Hi *****,
  
  Thank you for contacting The Laundress and apologies for the delay. We are currently experiencing a high volume of inquiries and our response time has been delayed. We have located your reimbursement request and it is currently being processed. You will receive a check in the mail to the address you provided us with.
  
  Once again, we apologize for this situation and thank you for your patience.
  
  Kind regards,
  The Laundress Team

  Customer response

  03/21/2023

  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: I still do not have my refund check. They keep sending the same automated response.

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

  Business response

  04/04/2023

  We apologize for the delay as we've been processing these requests and thank you for getting in touch. We were able to locate your refund request and see that it was processed on March 21, 2022. Please allow 2-3 weeks for delivery and note that your check will arrive in a plain white envelope. Please reach out to us at ******************************************* if we can help with anything else. 

  Sincerely,

  The Laundress Team

  Customer response

  04/18/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Laundress issued a voluntary recall of its products due to contamination. They are offering refunds to customers, some refunds which are only being issued under very strict conditions. I've been in communication with The Laundress and they are only willing to provide me with a full refund if I sign a General Release, which I should not be forced to do.

  Business response

  02/16/2023

  Hi *****,
  
  Thank you for reaching out. Here are the ways to submit for a reimbursement which you can also find here **********************************************
  
  If you purchased the recalled product on or after January 1, 2021, you can provide either: 
  a photo of the bottle with the lot code with your initials and the date written in marker; or
  a valid receipt (product description, quantity, price paid); or 
  your email address, if purchased through ********************
  
  If you purchased the recalled product before January 1, 2021, you can provide: 
  a photo of the bottle with the lot code with your initials and the date written in marker and a valid receipt for a full refund of the purchase price.  If you submit a photo, with date and initial without a valid receipt, you will receive the manufacturers suggested retail price. If you have purchased your product on ******************** and have already submitted your email address, we will contact you via email to confirm reimbursement or next steps. Please allow up to **** weeks. If you are no longer in possession of the product we are unable to provide a reimbursement for product purchased before January 1, 2021.
  
  We were able to process your receipts for products purchased after January 1, 2021. For products purchased prior to January 1, 2021 we would need a photo of the bottle following the instructions above.  
  
  We have gone ahead and processed your reimbursement for all the product purchased on TheLaundress.com since January 1, 2021. You can expect to receive a check within 2-3 weeks. Please note your check will arrive in a plain white envelope.
  
  Sincerely,

  Customer response

  02/24/2023

  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:

  The Laundress is demanding I sign a CCP Section **** (general release) in order to obtain a full refund of all items purchased from their company.  They have offered a partial refund, for certain products, purchased from January 1, 2021 to current but are refusing to provide a refund for products purchased prior to 2021 even though they have my purchase orders and receipts from FabFitFun reflecting the products I purchased prior to 2021. I feel bullied into signing a general release in order to receive reimbursement for products purchased prior to 2021. It is well-known this company has put ************** in ***** way due to their lack of transparency with customers for over 2 years as there is at least one class action lawsuit against them. They are demanding I sign a general release, to remove myself from the class, in order to receive reimbursement for products I purchased prior to 2021. This is a terrible way to treat customers who were loyal to The Laundress.

  I seek reimbursement, in full, for every product I purchased. The company is also refusing to refund ** for tax we paid on our orders and shipping costs. Its simply awful what they are putting customers through to get their money back. 

   

   

   

   

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

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

  Customer response

  03/10/2023

  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:

  This has not resolved the issue as the company still owes me approximately $600 and is refusing to pay me unless I sign a general release. I shouldnt have to release my rights as a potential protected class member in the class action lawsuit against the company to receive my full refund.

  I do not consider this matter resolved until I am refunded all of my money without feeling bullied into signing a general release. 

   

   

   

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

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

  Business response

  04/11/2023

  Hi *****

  
  We would be happy to provide you with an additional refund for the product purchased prior to January 1, 2021. In order for us to process the refund we would need for you to send ** photos of the product, which is our policy for all customers. When you mentioned you were unwilling to send photos,we offered you a full refund if you were able to sign the mentioned waiver.Either of those options are still available and we would be happy to provide an additional refund if you would like to move forward with either one.

  
  Sincerely,
  The Laundress Team

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was informed by the Laundress Company that my request for refund of my purchases subsequent to their manufacturers health and safety recall/warning was received. I provided the information about my purchases as required by the company and am attaching the response the company issued to me regarding issuing me a check in the mail for my refund amount. It is now beyond the **** week timeframe that was set by the Laundress Company for my reimbursement of multiple purchases addressed on Dec 2, 2022. For the companys notice, relevant purchase emails used to complete my now recalled product purchases are ************************* and ************************* My mailing address where each product was shipped and where my check refund was supposed to be issued by the Laundress is ***********************************************************. Further evidence can be supplied to the BBB to expedite receiving a resolution from this company which failed to timely issue refund.

  Business response

  02/15/2023

  Thank you for contacting The Laundress and apologies for the delay. We are currently experiencing a high volume of inquiries and our response time has been delayed.We had reached out to you on 1/16 regarding your refund and noted that we needed additional information for the products purchased prior to January 2021.We have expedited your refund for the products purchased after January 2021.Once we receive the additional images, we will expedite your refund for the other items.
  
  Once again, we apologize for this situation and thank you for your loyalty to our brand.
  
  Kind regards,
  The Laundress Team

  Customer response

  02/28/2023

  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:

  [

  Hello,

  
  
  The business response did not resolve my complaint, reference ID # ********. I received a recalled products reimbursement check finally, but it was for thirty something dollars reimbursement of hundreds of dollars of recalled product. The check was issued only after I initiated a BBB complaint against the company, and the company attempts to withhold reimbursements by listing superfluous time-wasting tasks to make the consumers jump through hoops to prove they purchased these items that are already well-detailed in modern customer transaction records in addition to the original submissions of relevent purchase specifics I provided the company upon their demands months ago. This is bad business and unacceptable to get away with for a company that sold me hundreds of dollars in product digitally - online transactions they know full well the details of their own product transactions and money paid for the same in the first place. 

  
  
  This company is playing games. I had a family member in hospital and respectfully request the BBB to reverse their recent action to reflect in records an outcome in which the company has resolved my complaint. My complaint has not been resolved by The Laundress. 

  
  
  Sincerely,

  *********************
  

  ]

   

   

   

   

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

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

  Customer response

  03/21/2023

  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]

   

  Thank you for your proposed resolution. My time is valuable. I made several purchases within weeks of the January 1 date quoted by the company. A check totaling my complete purchase reimbursement from this time period can be issued within 3 business days. Alternatively, I have been advised upon legal consultation: the products I purchased from the Laundress in the month prior to the company’s suggested January 1 date will be analyzed for quality and contamination issues — further action can resume upon results if deemed appropriate by my counsel at that time. 
  

  Regards 

   

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

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

  Business response

  03/24/2023

  Hi ******,
  
  Thank you for contacting The Laundress and providing us with this information. We would be more than happy to process your refund for the products purchased prior to January 2021.  At your convenience, please submit a photo of the bottle along with the lot code and your initials and date.
  
  If you have retained a lawyer, we will need to refer you to our legal department. Your lawyer can send a letter of representation directly to **********************
  
  
  Sincerely,
  The Laundress Team

*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. ↩