Extremely Disappointing Experience
We brought our laundry to Cups for wash, dry, and fold service after our washing machine broke the week before. To say we are disappointed with the experience is a gross understatement.
When we received our clothes back, they were unbelievably wrinkled. We contacted the owner, who asked us to bring the clothes back and said she would use it as a "teaching moment" for her staff.
The following day, she texted us saying she had re-washed the clothes three to four times and still couldn't get the wrinkles out. Her suggestion? That we try ironing them ourselves. We were beyond frustrated. We paid for a professional laundry service, and now we were being told to fix the problem ourselves.
The owner then blamed the fabric of the clothing, despite the fact that every item in this load had been washed numerous times before without any issues. At no point did she take accountability for what happened, offer a reasonable solution, or make any effort to compensate us for the damage. Instead, we were essentially told to come pick up our clothes.
Unfortunately, the situation got even worse. When I picked up the laundry, I discovered that multiple items were missing. When I questioned the owner, she simply stated that she did not have them.
We are now left with hundreds of dollars' worth of clothing that appears to have been damaged during the service, along with multiple missing items. What is most frustrating is not only the condition of our clothing and the loss of our belongings, but also the complete lack of accountability and customer service from the owner.
Mistakes can happen, but how a business handles those mistakes says everything. In this case, the owner offered no meaningful resolution and left us to deal with the consequences ourselves.
We paid for a service that left our clothing in unacceptable condition, resulted in missing items, and was followed by a disappointing lack of professionalism and accountability. Based on this experience, we cannot recommend Cups. read more
