Buyer beware! Laundryheap picked up my laundry from the Apollo hotel in Amsterdam Netherlands on October 2nd. They committed to returning the laundry on October 3rd. After receiving multiple texts it was on its way to being dropped off, the communication ended abruptly. After numerous emails, the final chat told me it would not be delivered until October 4th in the evening. I explained my flight left the morning of October 4th and that was unacceptable. I had an offer to forward it to thr states, which was made by the hotel. I told them to go ahead and deliver it on October 4th. I paid $80 USD to have the clothes sent to the states. I dispute a charge with AMEX and Laundryheap lied and claimed that I said it was fine to deliver it on October 4th, well never acknowledging that countless conversations and commitment to deliver it originally on the third. They are unethical and do not provide accurate information. I would not use them. read more

Laundry Heap - a dishonest and disingenuous company This is the first time I've written a Trust Pilot review but, wanted to share the ordeal my family have just been through with Laundry Heap, so that anyone considering using them might avoid it. The basic facts are that this company has taken over £300 out of my wife's bank account for two supermarket bag-for-life sized bags of washing and 'ironing'. We booked for a next day service, and the washing arrived over 24 hours late. Furthermore, not all the items have even been ironed, most look like they'd just been stuck on hangers. So how did this happen? And who in their right mind pays three hundred quid for a domestic service wash? Let me answer these questions and in the process, shine a light on the dishonest (arguably illegal) business model this company uses... My wife went to their website after our washing machine packed up, stranding us with no clean clothes (or school uniform) for our children. We're a family struggling with not much disposal income, but it was an emergency and, crucially the estimate of the cost provided by the Laundry Heap website was approximately £20 per bag. In a rush and really stressed, my wife trusted this estimate and booked. To be clear, she understood the actual cost could deviate slightly, but assumed she'd get an accurate price after the laundry was collected. This didn't happen. Instead, she received a blank receipt email saying her order had been collected, but with no details of price attached. The next day she then received a text message saying the laundry would be a day late - despite the fact the only reason we used the service was because we urgently needed the clothes. As a result, we had to buy new school uniform anyway. But this all pales into insignificance compared to the events of today. At 6pm tonight my wife received another receipt email, conveniently this time showing the breakdown of the true costs...An additional £294 on top of the paid deposit of £21. Panicked, she immediately checked her bank account to find the full amount had already been taken. This was without any warning or discussion of the huge cost, and despite the fact our laundry was nowhere to be seen. It's roughly the equivalent of getting into an Uber, estimated to cost £40, and then having £300 fraudulently taken out of your bank account before the journey has even been completed. What then followed was a long evening of messaging their customer service team (no phone option available, just messages that the operative can shut at any moment), explaining the situation and repeating the facts outlined above. This was met with utter contempt, in the form of template messages, not engaging with our points and stonewalling the complaint. We were eventually offered £10 off our next order!! We asked for the name and address of the CEO so that we could write to them about this and were completely ignored. We asked to speak to a supervisor on the phone and were told this wasn't a service offered. The punchline was that at 8.30pm the washing finally turned up in a substandard state, and so whilst I type this, my wife is having to iron several items for tomorrow. Awful service is one thing, but I think this runs deeper than that. The entire business model of this company ensures there is no real transparency about what a customer is being charged. They deliberately withhold (or at least make it extremely hard to find) accurate pricing information so they can obtain your card details, and then basically charge whatever they like. It's utterly immoral to not contact a customer in the event that a bill stands to be almost ten times higher than the figure suggested. And once they've got your money, well, company policy is to make it next to impossible to get it back. Please, please, please, do yourselves a favour and avoid Laundry Heap. Their deliberately obtuse customer service, combined with the dishonest billing system make it an absolutely perfect example of everything that's wrong with business in the internet age; where crooks can hide behind a fancy website, and not even offer a phone number to help genuinely distressed people who have been harmed by their greed. The end result is we now don't have the money to buy a new washing machine. Laundry Heap have it instead. I hope they're satisfied. They probably are - their business model is working perfectly. read more

Scam. Absolutely did not clean my clothes. Picked up and delivered on time however when I received it back, my undergarments were still soiled. All they did was put my clothes in a sealed bag and sent it back. I actually rewashed everything in my hotel shower, something I should've just done to begin with. Will dispute the charges with Amex. Avoid. Do it yourself. read more

They shrink your clothes. The say is the customer fault! really?? I have copied and pasted their last message following my complaint: "Hi Eliseo, I understand how disappointing this experience has been for you and therefore, we would like to try and fix the damage caused to both of your jumpers to resolve this issue. To do so, we would require a similar item in its original condition that can be used as a template by our facility team while restoring the affected jumpers to their original sizes. Please confirm if that can be provided. Furthermore, please let us know if we can collect both affected jumpers on Monday after 6 PM for repair. Once confirmed, we will make the necessary arrangements. We would like to fix this issue to provide you with a satisfactory experience. We look forward to hearing from you soon. Kind regards, Gunjan" Seriously? Is that a fair request?? They are asking the customer who got 2 jumpers shrunk, one of which it os a Ralph Laurent one, to go and buy them again so they can use it as template for restoring them? That's so bizarre.. I had to stop them sending me fur messages.. as I got fed up chatting on the app and not getting anywhere. I personally have better things to do during my day than wasting my time chatting to them. I wish everyone will look for alternatives laundry facilities, Laundy heap is a joke, appalling service apart from the collection and the delivery and zero customer service! read more

Terrible. Delivery of laundry was significantly delayed causing major problems and inconvenience and a real waste of time waiting. very poor service. would not use again and would definitely not recommend. Also, much more expensive than expected. read more

I wish I had read the reviews about Laundryheap before I decided to use them, as I just had a horrible customer service experience with them. I paid a premium to have two down jackets with fur around the hood of the jackets. (£30 pre-jacket, plus service fee of £62.99) I did not receive the jackets until two days after the promised 24-hour time frame. When I did receive the jackets, one of the Jackets was missing the fur around the hood. I assume they de-attached the fur when they cleaned the jackets. When I inquired about the issue, I received mixed messages. First, they said they found the fur and would deliver it the next day. So I waited, and when no one showed up at 10:30 pm I emailed them again, and they said they would research it. The next day I emailed them again, and they said that they now couldn't locate the fur and requested photos. Again I waited all day with no updates, so I asked for a manager to call me so I could have a conversation with someone. At 5 pm in the evening, I finally received an email from Laundryheap saying they couldn't find the fur. They stated: "Unfortunately, we are not responsible for any loss or damage of detachable items as per our terms of service." They took zero responsible for losing an essential item from the jacket and ignored my request to have a manager call me. I will never use Laundryheap again, and I will share with my friends or family not to use them either, as their customer service is horrible. read more

Would neverrrr everrr ever do this again! They lost all of my clothes and don't have immediate customer service to take care of the issue.

Further to your response Ashwin: You collected 2 bags. I handed them to your driver myself and he put them in 2 separate blue bags. The different services were (1) wash and fold socks and underwear, and (2) wash and iron shirts. How there could possibly be confusion about which service applied to which items is truly beyond my comprehension. Furthermore, there was a note in each bag indicating which service had been selected for those items. There were no delicate items. We only sent items that could be washed and tumble dried. No special handling was required, yet your people unilaterally decided some items were special and wanted to charge a massive premium for them. It also took DAYS to even make it this far. By this stage we were so over the whole thing we just wanted our clothes back so we would have them for our journey home to Australia. There was no time left to bother washing anything. We'd made do with what we had after you were so inept. As for the credit, it's completely useless and disingenuous because we live in Australia and, should we ever be back in the UK, we would never use your service again on principle. You know this so by not refunding our money you pretend you're being serious about customer concerns and offer a credit that will never be used. It costs you nothing but it cost us so much wasted time, effort and money, and really spoilt a whole week of our holiday. Everything about your company and the way you handle customer complaints comes across as a total failure to deliver the services people pay for and expect. It's effectively a scam because you do nothing to fix problems except write platitudinous excuses beneath every 1 star review--which is all of them! read more

terrible service washing came back all scrunched up on ball cushion covers in the cover. so creased I've had to wash again and bleach or chemical ruined my throw they would not take responsibility after sending photos don't use it's awful. read more

Beware. I am a visitor to London and decided to use the Laundryheap pick up and delivery laundry and dry cleaning service. I ordered pick up for 5pm to 8pm window with return next day at the same window. At the time of original drop off time, I was informed by text that I will not be receiving my order until next day. I informed LaundryHeap that I have an early morning flight and will not be able to accept the delay. The company has informed me through various chat bots and chat reps that they will not return my clothes in time, dirty or clean. There is no phone number. No help offered at all $500+ replacement cost of clothing. Update: it's Tuesday, original delivery was supposed to be Saturday. No clothing. No help with shipping. Responses take 12 hrs and are not informative. read more

Laundryheap - Communication on the matter. - Laundry Services Near Me

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Dreadful service!! Dreadful service! I still don't have my ironing back after 5 days. My first order was over charged by 34 euros and delayed and now my second order they did not record what I wanted even though on the app it said ironing and I'm still waiting for my ironing to be delivered back to me! They don't seem to care and there is no one you can talk to if something goes wrong. I will never use them again! read more

It's just a quick and easy wash, since they do pick up and delivery in central London!

The 1.2 rating says it all on this website. Ashwin, you are replying saying you have offered compensation, your company lost trousers from a €500 suit and are offering a €25 credit, it is not acceptable. I am just warning potential customers that they may lose valuable items and not receive any kind of suitable compensation. You seem to be on repeat with your responses. You have lost valuable items and not offered anywhere near fair compensation. Your investigation to locate the items was also poor. I expect the search to be ongoing. read more

I had laundry to be returned to me on 24th. Despite being in the flat all day, there was no buzzer or call, and the app tracking info just disappeared. It was automatically set to be retried (even though they never came) after I had left London on business (and I was only here for the Xmas holiday, so have few things with me). I contacted them via app (slow replies), but got it sorted, and it was rearranged for that evening. I stayed in again, having to video call into my xmas family gathering instead of being there in person, only for no-one to come and the delivery to fail again. It was automatically rearranged for even later after I was gone, and their communications were even slower - and they kept on repeating it would be delivered after I was gone, even though I said this wouldn't work. I even shifted my travel plans later, to be here on the morning of the 27th, to help them resolve the issues. Finally, mid afternoon on 26th, I was told that actually they had misdelivered some of my items, so the breakdown was apparently just a lie - and the reason they can't deliver them until the evening of 27th was because they were only picking them up on the afternoon of the 27th (because they don't have vehicles operating in my area in the morning - why doesn't someone just get a taxi or take their own car)? Despite once again offering to come to them, and making a number of suggestions for other alternatives, I have since heard nothing, and will likely have to go our tomorrow to buy new clothes for my trip (including suits) as well as the earlier expense of pushing back my travel as much as I could. Thus far they have offered 10 pounds credit on my next order and haven't even been able to promise a refund. Despite being in contravention of the consumer rights act, they are also claiming that none of the expenses I will or have incurred--Despite it being down to lies told by them, and issues with their service--will be anything to do with them. I will update this if they manage to provide a solution even halfway amenable to me, but as of right now I most definitely would not advise anyone to use this service. There are others available in London. When laundryheap works, it is apparently good - but when it goes wrong, as other reviews show here, they seem to be fairly hopeless... and for a company that advertises based on convenience and speed, it isn't a good look. read more

They have ruined my tweed Karen Millen dress! And they only charged me £30 to do so. Avoid this business like the plague, extortionate prices. I already contacted them via the app and they offered me £5 credit for ruining my £100 dress so I guess that covers my loss read more

Laundryheap - Laundry Services Near Me

NOT a good experience With a broken washing machine and sick 2 year old and having to find aletnatives to wash nappies and laundry I thought I would use laundryheap to take the pressure off. They didnt return our 3 cotton laundry bags that were meant to be washed with the load. The "live" chat isnt live and after not hearing back for 24 hours I posted on all the social media platforms to try get a response. I finally did. Apparently they cant be responsible for laundry bags and wouldnt check for them but because this was my first order they might try. No luck and was offered £10 off next order. But that was my property so wasnt happy with that. They conceeded a £10 refund on the over £60 order. BUT it cost me £35 to replace the 3 laundry bags. Plus the laundry weighed less then when I sent it so I have no idea if more of my property is missing from the around 15kg load All round a stressfull experience that didnt take the pressure off my life. NEVER using them again. oh yeah and the endless emails trying to get me to use them again. read more

I never write reviews but today I sat down downloaded yelp just so I can say this is litterly the worst service I have ever received. My girlfriend and I are traveling we decided to get the 24 hour laundry service. 14 hours in we get a notification that our laundry won't be returned for another 3 days. Problem we are leaving for another country the next day, we try and contact them. They have no phone number we should have known anyway we had to come to terms with never seeing our laundry again Cherry on top they would not even give us a refund We spent the $30 to have a clothes stolen from us, We hate you laundryheap!!! read more

Completely Fraudulent firm! They provide discounts for purchasing prepaid packs and then charge you the difference in a minimum order fee charge. This isn't made clear at the time of purchase or anywhere on their site! Effectively you get penalized for being a repeat customer! read more

The service clearly advertised washing per 6kg. The items I provided did not weigh nearly as much as I was charged. They simply charged per bag. I even asked the customer service representative how much the clothes weighed after they received my the items and never got an answer. They just simply told me I would know when I recieve my invoice. I received my invoice after they had already charged me for the amount they calculated which was much higher than the actual cost of their advertised service. read more

My clothes (suit & two overcoats) were picked up on Tuesday 7th March and were due back to me before 2pm on Thursday 9th March. On the scheduled delivery day, my assigned driver made no attempt to contact me and simply marked my order as undeliverable. After speaking with the support team I was assured that my delivery would be with me by 5pm at the latest. I waited for a few hours before receiving a further update at 5.45pm informing me that the Laundryheap driver had 'delivered [my] order to somebody else'. Shortly after receiving this update I was then assured that my delivery would be with me by 11pm. This didn't happen. On Monday 13th March, 4 days after my laundry was supposed to arrive, I was contacted by a member of Laundryheap's support team assuring me that my order would be with me between 5pm and 8pm. This also hasn't happened. The suit and overcoats I sent for dry cleaning were for a funeral on Friday 10th March. As a result of extremely poor service, I was left without these items. To anyone who is looking for a reliable, professional service, avoid using Laundryheap at all costs. I expect nothing but a bog standard response to this review. It is clear to me that your respect and care for customers is non-existent and way below par. This said, I do hope this review dissuades at least one or two potential customers from providing you with their business. read more

They delivered someone else's shirts. Through the app you have to fill in 3 pieces of info per shirt lost and received before they help you. Arranged a time for them to collect the shirts. They arrived 5 hours early and I was not home. They could not deliver my shirts as they had got them wet en-route. They CHARGED ME to launder my shirts that they had got wet. I complained - they said nothing could be done but 10 quid off my next order. I complained louder, they removed the costs and apologised. They then delivered the incorrect shirts again. Not. going. well. read more

Paid double to have my whites separated from my darks. They washed them together and ruined 3 of my light sweaters. When I complained, they had the audacity to offer me 3 quid for my troubles....after ruining 300 dollars worth of sweaters. Poor communication within the business. read more

I have used the service 2 times. First time, everything went perfect and I got all my clothes cleaned and nothing missing. The second time I used the service, part of my clothes was missing. I've been in conversation for 10 days now, and seems like I won't be compensated even a third of clothes' worth. Therefore I recommend to avoid using this service. read more

DO NOT USE THIS SERVICE. I wish I could rate 0 stars. They've not delivered half of my clothes back to me, and I am now dealing with an unresponsive "customer service" team at midnight trying to locate my own clothes. Save yourself the time, money and energy and use literally anyone else. Hands down the worst customer service I have ever experienced. AVOID. read more

Avoid their dry cleaning services at all costs. i sent a white blazor, that I had worn once, to be dry cleaned and it was sent back with brown stains all down the front. i only noticed this a few weeks later as it is an expensive blazer that I save for special occasions. I was shocked when they did not offer to rectify the stains of try and help fix the situation (as I had not flagged within a 48 hour window). instead they offered me ten pounds for complete damage to a 400 pound blazer. Criminal behaviour read more

not a good service there ruined my plans 6 times causing me inconvenience there failed to show up but still charged my card

Please don't use them! They lost my clothes and the customer service team was completely useless, slow and dishonest. It's all offshore, so they basically don't care when they mess up. Please avoid read more

Totally destroyed all silk items by washing and not dry cleaning. Colour damage. Utter destruction of Hugh value good quality items and also designer pieces. Also lost items which is not the first time. And the customer service is so poor. Avoid. read more

PLEASE AVOID AT ALL COST - Firstly they try make you stay at home for delivery only to reschedule half way through . They did this to me twice - Sent lots of items including a coat worth over £1000. They lost 3 of my items. Yes 3!! - you cannot contact them in real time. - took 2 weeks to try and find the items but could only find one item. They also sent me someone else's coat. - then they want you to email them receipts otherwise theyll do their own compensatory calculations. - the customer service will only reply to you once a day! read more

We used them recently to pick up moms laundry she's 81 years old . The guy shows up at 9pm at night , no mask , coughing non-stop and tells mom SHE needs to unbag everything and place the laundry into their bags . The service website doesn't state anything about this . Customer service is totally unresponsive and everything is done online , so good luck getting a live person . Never again . read more

Absolutely TERRIBLE!! My first time with Laundryheap i had instructions which I gave to the driver for ALL bedding and shirts to be washed and ironed and rest to be washed and folded( was informed by him that this was standard for just washing) What came back was horrendous.. everything From personal items to sheets to duvet covers all just rolled up mixed together and stuffed into plastic bags and then into their cloth bags! Colors whites all together! A ting pair of shorts and 2 t shirts were ironed with a few shirts with everything else just stuffed and rolled up! socks in different bags. A couple of t shirts still have stains as does a white shirt still with makeup stains! No one to speak to and monies already charged For an appalling service! read more

Laundryheap - Your company has not accepted responsibility and nothing is being resolved. Below are just 2 items of Color run & makeup still on!! - Laundry Services Near Me

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I am unsure if the driver is even employed by Laundryheap directly or contractors. But i am 100% sure they do not clean it and just toss to the dry cleaners already existing to clean it. read more

Avoid this service like the plague. Please do yourself a favour and read all the negative reviews first and judge for yourself if there's a pattern. First off, the customer service is appalling. Who knows where they are but they don't respond in a timely manner and are as unhelpful as can be. I had a pick up of a bedspread and gym clothes and some light bedding. On their app they claim it takes 72 hours for the bedspread, so if you need your other items in 24 hours do two separate orders (even if you don't think they're incompetent DON'T do this). So the bedspread was ticketed as a bulky item to be delivered back in 72 hours and the other items were Separate wash light and dark clothes. Somewhere along the way the tickets were switched. So the next day I got my bedspread delivered back (24 hours and not the 72) and they charged £33.90 when their price list says £20. Here's where it gets really crazy; 3days later I get my other items in which they took each item out separately and £3 for each t-shirt (there were 12) and then charged me £7.95 each for 4pairs of sweatpants and a pair of jeans and £6 for a pair of shorts! Thankfully they didn't charge me per pair of underpants. They keep insisting that I ordered wash and iron, which I didn't and no where on the order does it say that I ordered that. What should have cost £50 ended up costing me £200. And I have no recourse other than to take my business elsewhere. Hopefully everyone will pay good attention to the negative reviews (I'm doubting the authenticity of the glowing ones) and avoids the hassles and expense I've just had to go through. I'm now going go with a local service that has a phone number and a human to sort situations like this out. It was an expensive lesson to learn. read more

Lost two items, waited a month for them to "review" and come back only to be offered 50% value as the items were a couple of years old Beware the terms and conditions especially if you give them anything if value read more

I put in an order for a 24hr turn around service on Saturday. I received a message at almost midnight (3hrs after collection) telling me that it's a 72hr turn around for bedsheets. Baring in mind that at no point during the entire booking process do they mention that it's 72hrs. I then requested them to return my sheets. They said it was not possible as it's already being washed. I asked that if they are delivering late, they should refund my card as they were not keeping to the agreed timeframe. In response to that they said they would return the sheets unwashed. I asked them the night before to do that and they said it's no possible, but suddenly it is? After wasting my time all Sunday! I have guests coming over Sunday night and no bedsheets! Had they returned my sheets to me when I asked, I would have had all day to wash/iron myself but they're now delivery unwashed sheets at 5pm. I asked them for the complaints procedure TWICE. The first time, they ignored my request. The second time they said - and I quote - 'please be assured that we are the first point of contact and we'll do out best to sort out the issue' Well you haven't sorted it out. You allow for a 24hr turn around order, don't follow through, don't return the sheets when requested and your 'solution' is to send unwashed sheets back. Disgraceful! I have never seen a company that does not provide a complaints procedure. Just snakey behaviour. I've seen responses from the company to other reviews saying it's been handled in house - doubtful! There isn't even a complaints procedure! read more

Very disappointed by their service. Or lack thereof. The driver was supposed to pick up an order between 6-9pm but never showed. I was at home with my phone but no one rang the doorbell or phoned me. I just received an email that the driver was unable to reach me and therefore didn't collect my order. Trying to get a response from customer service took more than one hour only to be told the collection will be rescheduled for two days from now. Usually that would've been okay but we are going on holiday and needed the items ready on the day it was initially supposed to be dropped off. Now we have been inconvenienced by a driver who clearly doesn't know how to do their job or simply doesn't care. And sadly it seems the company also doesn't care much about the attitude of their employees or their paying customers. Customer service never even gave an explanation as to why the driver never collected the order. I had to cancel the order and hopefully get a refund as my card was already charged when placing the order. Very disappointing indeed. read more

They had an emergency with their delivery driver and therefore stole my tuxedo because he couldn't Deliver it. read more

Not same day.I put an order in for same day laundry and they eventually emailed me at 10pm saying it would come the next day around 3pm (they picked up order around 11am that day) I had to leave the country and they we're no help, I had to organise through a 3rd party to get my stuff sent home however it's now declared lost. Definitely the worst service ever read more

**TERRIBLE** service. I wish I checked Yelp before trying. They missed 3 deliveries, back to back, even after calling and saying they had arrived. 1- Guy said he arrived. He did not. Then I got a notice that they missed me. Hi - we're all on lockdown. I guarantee I'm home. 2 - They then rescheduled me without notice. I happened to catch it and they confirmed a 12pm-3pm pick up. They missed the window, then said they had a later time scheduled. Again, by who? I didn't schedule that. 3 - To compensate, they re-scheduled on my behalf, again, without confirming with me, at the latest slot at 8:00-10:00pm, when my little boy is in bed, then came *banging* at my door. Guys, we was BANGING at my door. I shoo'd him away. When I tried to contact support, all they kept saying was I had the time scheduled on my app. Needless to say my clothes never got laundered. I only had one successful pick up from them. The delivery was another disaster, I'm just thankful it got here. They don't fold or even bother to pile clothes in nicely, they literally stuff it all in a bag, so ta-da -- fully wrinkled clothes by the time they get to you. Yeah. I recommend using LaundrApp and/or Love2Laundry instead. Laundryheap is a joke. read more

Absolutely horrible service. Got the washing only service and clothes came back smelling weird (not like clean clothes, as expected) which makes me doubt if they were even washed in the first place. Besides, it says on the app that they would come "neatly packed" and it looked like it came straight from the tumble dryer to my house in a bin bag. All clothes completely mushed together, it was a struggle to separate them read more