My Laundry by Tide Cleaners

I have been a customer since 2016 in 2 different building in Atlanta. The first building had the original app which was very intuitive and the service was excellent. The new app is horrible always shows orphan orders (old orders that have been picked up but still show as open and the user cannot close and is not resolved by logging out and back in as suggested which a user should not have to do consistently I have reported orphan orders multiple times, they fix, but then the orphan orders are back again. A user should not have to keep reporting orphan orders the app needs to be fixed. There are so many tiles for a single order listing the order status and then you add old orphan orders that have long since been picked-up it is very hard to track current orders. The locker’s locks in our new building are constantly broken which I have also reported many times and they are fixed and then in a few weeks they are broke again. There are rarely lockers available for new orders where the lock is not broke. The delivery person has even delivered laundry to unlocked lockers because the locks are broken. So the time savings benefits of this on premise service (app and lockers) are basically broken and so after 5 years I am switching back to a brick and mortar dry cleaner.

There is a tide cleaners locker in my apartment building that I’ve used a few times now. Each time, there has always been an issue. Half the lockers are broken and no one bothers to fix them. The app is also poorly developed, lots of bugs and oversights in the user experience. The app always displays the wrong status of my order — it currently keeps saying I have something on their truck even thought it’s been delivered — honestly, just stupid design. I’ve even now just been completely locked out of my locker, even with the information from support chat. I just want my clothes and to never do business with them again. Shame, because I’m the perfect repeat customer for their service, as I’m a busy working professional and live in a building that has the lockers. Instead of making my life easier and saving me time, they’ve consistently created more problems and wasted more of my time than if I just did my own laundry. In sum, the business idea is good, convenient, however, you can tell they didn’t invest much resources into maintenance, management, service, and the tech & User Experience. The service is so inconsistent and horrible - I always get damaged clothes back, new stains, wrong selection (folding / hangers). Seems like someone just designed the thing and abandoned it to people who don’t know what they’re doing for a much lower cost. If the problems are appearing in every area of the service, whoever is in charge is probably to blame.

I'm not entirely sure why all of the other reviews are so negative. I write software for a living, and I thought the app functioned well. It is only missing two things in my opinion; a way to easily cancel an order (maybe I missed it which is a problem in and of itself) and a way to mark an order as dry cleaning vs laundry. I felt uncomfortable leaving the company to decide whether to launder or dry clean my shirts. I've experienced a company ruining some of my shirts before. Hence my hesitation. All of this being said, my first experience was a success. Their notifications were quick and timely. I received anything back on time. The clothes were in perfect condition. It was insanely convenient. I really think a few minor tweaks to the app would make this a home run.