I'm hoping I get to update this but based on the way Mike (the owner) is trying to gaslight me I doubt it:
When doing fluff and fold they organize it by type of clothes.
When I last order was delivered, I found it bizarre that after months of using their service and always receiving it in the blue bags I send them in, it came back in a heavy purple tote. Even stranger was I sent 2 bags but only got one back.
When I finally started putting the order away, I realized ALL the socks, ALL the boxers,ALL the panties, and ALL the shorts were missing from the order.
I called and was told I would receive a follow up the next day. I heard nothing back. I am unable to get my son ready for school because of the fact that everything that covers his bottom half was left behind.
The way the bag was delivered, it is clear they weighed the clothes in the tote. This is a cover up. I'm not sure who ended up with over $250 worth of adidas items & bamboo underwear, but it's not me. And I cannot believe the owners approach on this 24/7 business is to say they will follow up, and then not follow up at all, and have to be chased down.
I am crossing my fingers that they will actually fix this and I can update this review to say how wonderful their customer service is and how they take accountability for mistakes and will never leave you high and dry. I hope that more than anything. But based on how the owner was speaking to me I will not hold my breath. Sadly, it looks like I will have to report to the BBB and possibly open a small claims case, because I absolutely cannot afford to replace everything they lost.
**update**
The longer this week goes, the more I realize was left out of my order.
They clearly lost a bag. I will have to take off work today to go shopping for my kids, since they no longer have underwear or socks thanks to Rinse & Roll. They have sensory issues and I normally can only get their necessary items online, but Rinse and Roll has left me in a position where I have to hope and pray I can find something locally that wont irritate their skin and wont just be another waste of money. Otherwise, they will have to miss school tomorrow due to Rinse and Roll losing their clothes and IGNORING the problem over the weekend.
The owner (Mike) has ZERO accountability and was clearly making things up as he went along. After I told him I was upset that he ignored it over the weekend and did not call me back as he had promised, he suddenly stated that on Sunday he had "called all the people he delivered to the same day as me" and asked if they had my things -- if that were true, why not say it earlier, rather than when I am clearly crying from how stressful you have made my life?
Why not say that Monday morning, when I first asked why you didnt call me back on Sunday as you had promised? Why wait until I am in tears on TUESDAY if you actually spent the time calling your customers (and therefore alerting them to the fact that you lost a bag of laundry from another customer)?
Why is this information that comes out TWO DAYS after you allegedly called everyone?
I will tell you why -- because it is a lie he is using to get out of how badly he screwed up.
He happened to be the one who delivered this particular bag, and he was clearly stressed. He obviously is incapable of doing the basic parts of his own business. I would not be surprised to find out if he had personally lost the bag in question. So he can't just throw someone else under the bus, but is incapable of admitting to making a mistake.
To call him unscrupulous would be an understatement.
When this first started, I was prepared to remain a loyal customer. But listening to Mike make up lies on the fly to try to cover up his own personal mistake shattered that as a possibility.
If he at any moment had just said "yes, it's missing, here is how I will make it up to you" then everything would have been different. Instead, he is trying to act as though he is doing me a favor by trying to find the clothes HE lost.
SO now I will be out a full day pay, on top of having to spend hundreds of dollars to replace their items. All and all, I will be out over $500 today. Had Mike called me back on Sunday (as he promised) then I would have known he had no clue where my clothes were and been able to address it over the weekend. But he assured me he would get back to me... and then just kept lying and lying and lying.
There are so many other laundry services in the valley. Go somewhere else. I am sure you can find someone 100x more ethical and reliable. than the owner of this establishment. read more