I have never had such a terrible experience as I have had with this company.
I've been looking for a pick-up/drop-off laundry service for the past couple weeks, and I came up Liox and saw the good ratings here. I only used them once, and this is my experience.
I signed up on the website, but did not place an order. The next day I got a call from Liox stating that they saw my new account, and asked if I had any questions. I was impressed with this outreach, and decided to place an order the next week (I had decided to try a different laundry service first). Right before placing the order I called back and asked about what was needed for a first order, and asked if the driver could please come up to my apartment (I have a doorman) for just this first pick-up, because I had some questions about how to sort, and I did not have any laundry bags. The man I spoke to said absolutely, and was pleasant. Unfortunately that was the last pleasant encounter.
When the driver came to pick-up, I answered the door and said hello, and began to initiate a conversation about what was needed, but I knew immediately that there was a problem, because the driver informed me he did not speak any English. I tried to communicate that I didn't have any bags, and I wasn't sure exactly what to do, and he literally just stared and me and didn't say another word. He wouldn't respond to any more attempts of communicating, so I went and grabbed a big shopping bag, and the competitor's laundry bag (which I found extremely embarrassing), and hurriedly shoved my laundry in. It was very nerve-wracking, and I was flustered, but after it was over, I decided to let it go, no biggie. At least he was on time.
The next morning I got a call from my Mom who said that she accidentally left her house key in the pocket of one of my pants (yes, we share clothing haha), and if I could get it back to her. I panicked when I realized that it had gone with Liox. I called them soon after they opened and spoke with a woman about the issue. She said she would make sure the key was found and returned to me, and thanked me for letting them know, since the key would mess up their machines. I told my Mom I would drive the key over to her house (a long drive) in the evening right after the clothes arrived.
That night came, with the drop-off window being from 6pm-8pm. After 8pm came and went, I checked with the doorman, and was informed that no one had come by. I didn't get a chance to call Liox until just before 9pm, when they had already closed. I left a voicemail, and sent them an email asking where my clothes were. Almost immediately they responded, and apologized, asking for my address. I responded right away with it, and waited. I heard nothing about it, and the website wasn't updated, so I emailed them again at 9:45pm asking for an update. Around 10pm, I again checked the website and saw that they had changed the delivery date to the next morning between 8am-10am. About 15 minutes later they emailed me about the delivery change, and said sorry. I let my Mom know that I wouldn't be able to get her the key until the next day, and she made arrangements accordingly. Super annoyed at this point, but still willing to forgive.
The next morning, 10am came and went, and nothing. I wasn't available to investigate until later (I work from home and was in meetings all day), and around 11:30am, a Liox driver rang my doorbell, dropped the bagged clothes, and bolted. FINE, whatever, I have the clothes, finally. I was STILL willing to overlook everything (I mean, everyone has bad days), but it still got worse. When I took the clothes out, I noticed that there was no key anywhere. I called Liox, and a woman told me that she would have to get me the number to the place they took it to launder (which I hope is a Liox facility, since they claim they do the laundry themselves), and they would be able to tell me what happened. She said she didn't have the number (what?), and would call me back "in a couple seconds" when she got it. SPOILER ALERT, I never got a call back. In fact, from that point on, I never heard from Liox again, either via phone or email. Now, I know it is our fault that the key was with the laundry in the first place, and I take full responsibility for that. I would not have been terribly upset if they said they lost the key, or never found the key, or yelled at me about the key, whatever. AT LEAST CONTACT ME BACK, sheesh. At least I could've let my Mom know that I wasn't going to be able to get it to her, and she would have done things differently so she wasn't stuck without it.
Now, I was already furious at this point, but then. BUT THEN, I got to the laundry itself, and began to put it away. Holy crap, it was horrible. About a third wasn't folded, and I had to immediately put two articles BACK into the laundry basket because they were still dirty. Ew ew ew. I am rewashing everything. I complained, and never heard back from them, WHAT A SHOCKER. So sad :(. read more
