Laundr: On Demand

Wont allow me to log in so I reset my password. Still wont allow login and cant sign up for a new account being there’s a phone number on file. There’s no link for support so yeah....horrible experience

I’ve used Laundr for 3 orders now (plus, I canceled 1 because the driver was late). The convenience of the service cannot be overstated. I used to go to the laundromat. This is way better. My clothes are returned fresh and neatly folded. The price is right. That being said - I can’t say I’m fully satisfied. The app could use some work. It’s pretty buggy all-around, and the screen that should allow me to enter notes for the staff never lets me scroll down to type these notes. And, there’s no option to put my apartment number, so the drivers never know where to go. The drivers are always nice and professional. Customer service and transparency needs some serious work. It’s scary to hand your clothes over to strangers - it’d be nice if the website showed some pictures of the people behind this. Where are they washing my clothes? Are they taking them to the laundromat? Is there an office? Who are these people? I don’t need to know the names of every single driver, but who handles customer service? Who’s the manager? Who runs this company? There’s a customer service number listed on the website, but you have to dig for it. The phone number isn’t on the app. That’s an oversight. What if customer service doesn’t answer the phone? I’ve had that happen twice when delivery was late. Where are my clothes? That’s a scary feeling. There aren’t any people listed on the website, and there’s no office location listed. What if I needed to go there and ask to speak to someone? There is zero accountability. I get that they’re a small company, but I don’t think they realize that customers are putting a lot of trust and faith into faceless strangers to handle their clothes. Sometimes the drivers are super courteous. A driver called me once to ask if he could pick up my laundry earlier because he was in the neighborhood. Sure. It was more convenient for me anyway. I appreciated this. For two of my three completed orders, drivers have been running late for delivery and have not reached out to let me know. It’s terrifying not knowing where your clothes are, especially because I have no idea who runs this company. There’s no path to recourse. Zero accountability. If you’re late, you should text me. Not the other way around. Recently, I had to cancel a pickup because a driver was late and I had to leave for work. I had no way to call the driver and ask where they were. Had they been 5 minutes away, I would’ve waited. But, I had no way of knowing. No one reached out. My most recent order, the my laundry was delivered over half an hour outside the delivery window I selected. Customer service told me they’re late, only after I called (no answer) and texted. Someone should have taken the initiative to call me and let me know. It shouldn’t be on me to hound these people to find out where my clothes are. I am the customer, so they need to contact me. Why even select a pickup/delivery window if it’s not adhered to? I’m a reasonable person. It’s basic courtesy to let a person know if you’re running late. Overall, the price is right, the service is convenient (I HATE the laundromat), and I’ll likely continue using it. That being said - I recommended the service to a friend, and she had serious issues in all the areas I listed above. I had to apologize to her for recommending this service. After that experience, I certainly will not be recommending it to anyone else until some changes are made. I want to like the people behind this. I really do. I hate going to the laundromat, and this is way easier. I’m leaving this review in hopes that they take my feedback into consideration and improve. It’s a good idea for a business, and the laundry itself is clean and the service is priced appropriately. But. The app needs serious work, the company needs to make it clear who the management team is, and they need to implement better communication with customers. If my laundry is delayed, they need to contact me, not the other way around. They are not taking steps to foster trust or customer loyalty. If there were a competitor in my area, I would switch. For now, this works.