I spent 130 on servises, they lost my suit trousers, pyjama bottoms, some stuff came back unclean, told me it was my fault, could make the driver understand, they told me it was my fault, they don't e... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Used City Laundry App service while staying in a hotel in London. Picked up at short notice by 1pm and returned at 6pm same day. Laundry perfectly cleaned, dried and folded. Staff allowed me to pay... Zobacz więcej
Returned a wash with black dye leaked all over it then said they wouldn’t talk to me because the care labels didn’t match the service (they did) before arranging the items to be picked up & re cleaned... Zobacz więcej
You will be OVERCHARGED and sold a service you did not ask for. Shirts returned with stains on the collars and cuffs and frequent late deliveries. I would AVOID using laundrapp at all costs. It is... Zobacz więcej
Informacje dotyczące firmy
Napisane przez firmę
Laundrapp is the UK’s leading online laundry and dry cleaning service, offering unparalleled levels of quality cleaning right across London and in 16 towns and cities in England and Scotland. Our top laundry service replaces the need for using your local laundrette or dry cleaner and offers a quick and convenient pick-up service direct from your home. Our free, award-winning app is available on both iOS and Android devices, however, you can also place your order online through our website.
Dane kontaktowe
Inc Spaces, 107 Leadenhall Street , EC3A 4AF, London, Zjednoczone Królestwo
- 020 4538 8548
- customercare@laundrapp.com
- laundrapp.com
2,5
Słaba
2 tys. recenzji
Nie odpowiedziano na negatywne recenzje
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My order has been lost
My order has been lost, and noone is replying back to me. The last email that I received was more than a week a go and since then noone is taking any responsibility or ownership for the issue. I am using this service for dry cleaning of very valuable items, and looks like i will never receive them back. Please be mindful of this customer service
26 lutego 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hello Elizaveta,
Thank you for your feedback and we sincerely apologise for the negative experience you have had with our service.
We completely understand your frustration on this. We want to assure you that we are doing everything we can to resolve the issue and we are using al avenues to get your items back.
Please bear with us as go through with the investigation. We will ask our dedicted customer care team to update you every step of the way.
Again, we are so sorry for the inconvenience.
Kind regards,
The Laundrapp Team
That freshly fried food smell...
If you want someone to collect and store your dirty clothes for several days and return them somehow even dirtier, this is the service for you! Did not return clothes on day they were expected, when they were returned a day later about half of the clothes smelled and felt as if they'd been washed with clothes heavily soiled with cooking oil, or laid out to dry in a chip shop. God knows where our clothes went to be "laundered", never again!
23 lutego 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Mika,
Thanks for taking the time to leave your review, though we're sorry to hear that your experience with us wasn't a more positive one. We've looked into this for you, and can see that your order was collected on the 17th and booked in for delivery on the 20th in the morning. It appears that there were some issues but your order was rescheduled and marked as delivered on the 20th in the evening. We're so sorry for the delay and any inconvenience this may have caused.
With regards to the cleaning quality, we don't allow any food or drink onto the cleaning floor, but we'd love to take a further look into this for you and re-clean your order, free of charge. A member of our team has reached out to you via the email registered on your account with further details.
Kind regards,
Laundrapp Customer Care
Great and friendly service
Great and friendly service! All clean and in good condition. Thank you very much!
19 lutego 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Felix,
Thank you so much for your review and kind words, we hope to see you again soon!
Best wishes,
Laundrapp Customer Care
Generally very good
Generally very good from the dry cleaning perspective. App can be a bit buggy at times.
15 lutego 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Rupert,
Thanks for taking the time to leave your review and for your kind words. We appreciate all feedback and always work on ways to help with our customer's experience.
We're glad to hear you've been enjoying using our service!
We'll see you soon!
Laundrapp Customer Care
I have been using Laundrapp for years…
I have been using Laundrapp for years now. I saves a lot of time, i choose they pick up and deliver my clothes and no more bedsheets hanging around drying and no more shirts ironing! Just can’t live without now!
29 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hey Sébastien,
Thanks for taking the time to leave your review and for your kind words. We're glad to hear you've been enjoying using our service!
We'll see you soon!
Laundrapp Customer Care
Customer service amazing!
Customer service amazing, collected on time, delivered on time. Amazing service and easy booking! :-)
28 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Nada,
Thanks for leaving your feedback and kind words. :)
We look forward to seeing you again soon!
Laundrapp Customer Care
Always a prompt pick up and excellent…
Always a prompt pick up and excellent service. Would highly recommend.
28 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hey Nicholas,
Thanks for taking the time to leave your great review, we're glad to hear that you've enjoyed using our service!
See you soon!
Laundrapp Customer Care
Fabulous service
What a fab service. Highly recommend them. My son at uni wasn’t feeling great so I helped him out by getting his washing done, they picked up 2 big bags from the reception of his uni accommodation and dropped it off a day later. They phoned me when they come to pick it up and drop it off, their customer service was second to none with them replying straight away with any questions.
It was all folded lovely, clean and fresh. My son was very happy. We will definitely use them again.
Thank you
27 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Nicola,
Thank you so much for taking time to leave your review! We're delighted to hear you and your son enjoyed using our service.
Best wishes,
Laundrapp Customer Care
Great
Used this app for the first time to get a duvet cleaned. I liked that I could choose the pick up and drop off days/times. It was much easier than having to drop off at a dry cleaners. The guy that came to pick up and drop off was polite and comms was good throughout. No issues and I’ll use them again
24 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hey Zara,
Thanks for your feedback, we're glad to hear that you enjoyed using our service! We hope to see you again soon.
Best wishes,
Laundrapp Customer Care
I really appreciate being able to use…
I really appreciate being able to use Laundrapp as a backup for my normal washing routine. I find it particularly helpful when I have an unusually large amount of bedding or large items such as a duvet. The collection and delivery service is flawless and friendly, and the quality of the wash and ironing is excellent. I particularly like being able to add extra pieces to my order at the last minute. My husband has also used the service to send a batch of shirts that came back on hangers beautifully ironed.
23 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Mary,
Thanks for your great review, we're so pleased to hear that you and your husband have enjoyed using us.
Best wishes,
Laundrapp Customer Care
Great service
Great service, delivery and pick up always to schedule. Very happy with this service.
15 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hey Joanna,
Thanks for taking the time to leave your review, it's greatly appreciated!
Best wishes,
Laundrapp Customer Care
Missing items on return
Sent bedlinens and shirts off in mid-December, when they were returned one sheet was missing, four weeks later they say they did not receive the sheet - but they billed me it? The only thing they are interested in washing is the truth. very disappointed with the customer service or lack of it. I will not use them again.
11 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi John,
Thank you for taking the time to leave your review, though I'm sorry to hear that your experience wasn't a more positive one. When our drivers collect your items, they are taken to our cleaning facility, and our staff will manually check each item in the bag and amend your order. Though you mentioned the bedsheet was sent in and collected, our staff did not see this when beginning to process your order. They amended your order to reflect this and removed the bedsheet to ensure you were not charged for an item that wasn't cleaned. Our team member, Sam, has since sent you over a copy of the order amendment showing that you have not been charged for this item.
Once again we'd like to extend our apologies for any inconvenience or confusion caused. If there is anything further we can help with, please do not hesitate to get back in touch.
Best wishes,
Laundrapp Customer Care
Good timing
Good timing, good communication through out the process.
Friendly driver and punctual.
10 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hi Mr Olow,
Thank you so much for your awesome feedback!
You have surely made our day. We hope to serve again in the near future.
Kind regards,
The Laundrapp Team
Order not collected and impossible to rebook
I recently made an order, and stayed at home for collection. No-one ever came, and suggested I rebook, but no slots were available to book at all, but the app asked for £6 cancellation. The only way to contact support via the app is via email, and I received an auto-response promising a response in 48 hours which is very slow. I've used them successfully in the past but it seems from reviews here that service has gone very much downhill recently.
5 stycznia 2022
Opinia niezależna
Odpowiedź od Laundrapp
Hello Geoff,
Thank you for your feedback, and we sincerely apologise for the negative experience you have had with our service.
We are committed in making sure that orders are collected and delivered as scheduled but I'm afraid that due to unforeseen issues, this is not possible. Due to the holidays, we had to take further precautions against COVID so I'm afraid our facility team has decided to suspend our processing at the moment. We completely understand your frustration, but we just want to be extra safe in handling your items. I can assure you that you will not be charged any cancellation fee if ever you want to cancel the order.
Furthermore, we would always aim to answer your queries as soon as possible. Our automessage does say that we will respond in 48 hours but queries are normally answered within hours if within our operational hours.
Nevertheless, we are so sorry for the inconvenience we have caused. We certainly want to address this issue as soon as possible so a member of our customer care team will contact you.
Kind regards,
The Laundrapp Team
Utterly Negligent - AVOID
Utterly Negligent, AVOID if you want your clothes back on time - My items got delayed twice, I texted multiple times on whatsapp, emailed, begging for someone to respond as I was leaving London and absolutely needed my items back - this is not a decent company but a FRAUD SERVICE - nobody responds, still investigating what's with my items, radio silence on their end for 3 days!!!
18 grudnia 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hello Ana.
Thank you for your feedback, and we sincerely apologise for the negative experience you have had with our service. We would always aim to provide a hassle free free service and I am so sorry that we have disappointed you.
It is our goal to collect and deliver orders on time but I'm afraid that due to unforeseen factors, this is not always possible. I can assure you that our company is not trying to defraud you in in any way, it's just that certain factors do cause delays. Nevertheless, we do understand your frustration and I can assure you that changes will be made.
Furthermore, we would also like to apologise for the delayed response. Our aim is to answer all queries within 48 hours or less and I apologise that this was not done. I can assure you that we will do better.
We sincerely appreciate your feedback as this helps us grow in the right direction.
Kind regards,
The Laundrapp Team
After a lot of substandard washing et
After a lot of substandard washing etc the final straw came when they put a hole in my pail smith top and then said that the top was never washed by them. I used them for convenience and will never be using them again. Stay away. They will most likely respond and say that they didn’t have the top or that it was like that when it arrived - it was not. The top was £160 and was in perfect order. I have receipts to show it was washed by them. Avoid this company unless you only wear clothes from Primark
13 grudnia 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hi James,
Thank you for taking the time to provide us with your feedback, it's vital that our customers let us know when something is not right, so we can look to implement the changes needed to improve our service.
Our team done a thorough inspection on all of your dry clean item before we continuted processed them when we originally received your order and again after the order was dry cleaned to make sure not the quality of the cleaning up to par. During these inspections there were no signs of damages on the items you originally sent to us and delivered the items back to you on 8/12.
After you contacted us on 9/12, we explained via email, we did received and dry cleaned a blue jumper with your original order but it was of a thicker material then the Paul Smith jumper you sent to us for investigation as well as the Paul Smith jumper showed evidence that the item has been worn.
Even though we didn't process your Paul Smith jumper to be cleaned we understand its still dishearten to have this happened and can only apologise we weren't able to help you how you would have hoped.
Best wishes,
The Laundrapp Team
Another loyal customer parting ways
I have used Laundrapp consistently for my bedding since 2018 and on the whole been really happy with the service until this last year. I can see from other Trustpilot reviews that I am not the only one who has grown increasingly disappointed with the quality of cleaning and service provided.
In the last year I have lodged 3 complaints for occasions where bedding has been returned with new marks, even covered in hairs and I have had pillowcases completed ruined. Having given them a few chances I will no longer be using Laundrapp going forward. For what it is worth, on previous occasions Laundrapp have offered some minor compensation, however this was not the case with my most recent complaint. Despite sharing photos as evidence and the ticket numbers of affected items, the only way in which Laundrapp will take the complaint forward is re-collecting the items and taking back to their facility for inspection. Having reached the final straw and lost all trust in their service, I opted to not endure any further hassle with Laundrapp and have had a local dry cleaner fix my sheets at my own cost.
Disappointing to reach this point, as I'm always prepared to accept mistakes happen and work with a company if they handle the situation well and with minimal fuss.
UPDATE: The response from Laundrapp states that they have sent a follow-up e-mail and voucher but no communication has been received.
12 grudnia 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hi Kirsty,
Thank you for taking the time to provide us with your feedback, it's vital that our customers let us know when something is not right, so we can look to implement the changes needed to improve our service.
Although these instances are incredibly rare, if we are contacted about damage, or stains that were not previously there before, we will need to investigate further with our facility staff before providing a solution. The first step for this is to collect the item(s) affected. Once collected, our team will be able to identify how your item(s) were cleaned, what the cause of the new stain is, who is at fault and if the stains can be removed.
We understand that you did not wish to do this on this occasion, and we're truly sorry to hear this. We remain comitted to providing the best possible customer care, and so our team has sent you a follow up email, along with a voucher should you wish to use our services again in the future.
Please do not hesitate to get back in touch with us if there's anything else we can help with.
Best wishes,
The Laundrapp Team
Very poor service, avoid if you want to get your clothes back on time
Very poor service, items were supposed to be delivered last Tuesday, I heard nothing. Contacted customer service then they delivered some of the items this Tuesday. Contacted again to chase missing items, told they’d be delivered today by 9pm. They’re not here and again I’ve not been contacted. Very poor service, avoid!!!!!
4 listopada 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hi Juliet,
Thanks for taking the time to provide us with your feedback, it's vital that our customers let us know when something is not right, so we can look to make the changes needed to provide you with the smooth, convenient service that you deserve. We're very sorry to hear about the issues that have occurred with your order, our management team has been informed of this, and they will be following up with our cleaning facility, and drivers in your area to address these failings. With regards to the late delivery last night, you should have recieved a couple of push notifications, the first at 20:08 to inform you that we may be running late, and the second at 21:19, which provided an ETA for our driver who was on their way to you. This, of course, does not excuse the delay by any means, and we would like to express our apologies for any inconvenience this may have caused.
We understand you had sent us an email at 20:44, however our email support does end at 5 pm. After this time, you can contact us via live chat, phone, and now via Whatsapp, where our logistics agents will be on hand and happy to assist you with any order queries.
A Customer Care representitive will be following up with you shortly via email, along with a voucher for the inconvenience caused. If there is anything further our team can assist with, please do not hesitate to get back in touch.
Best wishes,
The Laundrapp Team
They've gone downhill - I'm moving on
I had been a loyal customer for some years; five work shirts per week... week in, week out. Suits every couple of weeks. Used to be very efficient, punctual, good value... I'd take advantage of the bundles of 100 shirts, and then Covid happened with about 50 shirts of a bundle left. Now of course the app tells you they're only valid for 12 months in massive letters now, but it never used to... why? Does their washing powder go off? Just feels like profiteering at a time when many office bods were instructed to work from home. Anyway, after some to-ing and fro-ing they did acquiesce and agree to let me use the balance that I'd paid them for on the condition I used it up by the end of the year. The app is poor, glitchy, it still to this day says I have a balance of 49 prepaid shirts even though I've finally used them up. It's confusing how the basket total is calculated to the point you hold your breath when you hit 'confirm'. The £20 minimum order is inconvenient for the many of us only going in a day or two per week. The collections and deliveries are consistently late despite the two-hour windows. Items are coming back with creases ironed into them (not in a good way). They haven't been able to provide a collection bag for weeks so I'm handing over a bin bag. Prices are going up and up. In short, the next collection will be the last one and I'll take my business elsewhere. Sad, I used to evangelise about Laundrapp... they get two stars because they used to be good and haven't lost anything of mine (famous last words!), but I'd definitely not recommend now.
2 listopada 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hello Joe,
Thank you for your feedback, and we apologise for the negative experience you have had with our service.
I'm afraid our prepaid credits are indeed valid for 12 months and once this is done, the credits are removed automatically. We know that the pandemic has affected customers who had prepaid credits so we have been more than happy to extend them. We do understand your situation so we reinstated the credits without any fuss.
Furthermore, I'm afraid we do have to set the minimum order value to £20 due to driver costs and other relative expenditures. I can assure you though that this is on par with other providers.
We would also like to apologise for the delays. We would always ask our drivers to arrive within the slot but I'm afraid due to unforeseen issues, this is not always possible. Nevertheless, we are so sorry that this is happening. We will make sure that steps are taken to prevent these delays from happening.
I can also assure you that improvements will be made to our app as it is indeed our goal to provide a hassle-free service. If ever you have issues, please do not hesitate to contact our customer care team at 020 4538 8548.
We want to let you know that your business is important to us, and we do want to keep you as a customer. Please give us a chance to make this right.
Kind regards,
The Laundrapp Team
Avoid this company!
I have decided never to use this company again. Their services changed a lot, the collection and delivery are always very late or cancelled. They have wasted my time a few times e.g. I waited for them between 20:30 and 22:00 to collect my laundry and no one ever arrived. The last straw was when a month ago, instead of delivering my items by 20:30 they delivered them at 22:30. So very late for laundry delivery! In the morning, I realised they delivered a laundry which was not mine. I emailed them to come and fetch the item, but they never replied or collected it from me. So it became clear that they also lose people’s stuff and don't care. I decided to use a different company, and will never come back to them.
21 października 2021
Opinia niezależna
Odpowiedź od Laundrapp
Hi there,
Thanks for taking the time to provide us with your feedback.
I'm really sorry to hear that your experience with us wasn't a more positive one. It's vital that our customers let us know when something has gone wrong, so we can look to address the issue and improve our service. Unfortunately, we've not been able to locate your order details from your review, but we'd love to know more and look to resolve this for you, so could you kindly email us at customercare@laundrapp.com, along with your order number, and a member of our team will get back to you soon!
Best wishes,
The Laundrapp Team
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