Laundrapp

As sometimes happens, the Missoni sweater my partner sent to be dry cleaned with Laundrapp was returned to us badly damaged. We acknowledge that there is always an element of risk with dry cleaning, and that mistakes are made – so reported the damage and proceeded to continue with the claims process. So far, so normal. After waiting in for the jumper to be collected and analysed for insurance purposes, and then waiting in again for it to be returned to us, we were given a valuation, this was significantly below the value of the sweater but we felt we couldn't argue with it; upon agreeing to the settlement we were shocked to be told that it would take 28 days for the refund to be processed – a time frame that seems excessive after the time period that had already elapsed while we were making the claim. To make matters worse, after well over 28 days we still hadn't received any refund, and had to contact Laundrapp again, who vaguely apologised and said that an error meant the refund wasn't authorised and that we could expect the payment within a further 28 days. It's been literally months since the jumper was damaged, we've been as compliant as possible and feel that Laundrapp are treating their customers incredibly poorly by behaving like this. There was no offer of compensation for our time spent dealing with their poor service, on top of the damage done to the sweater, or even any real acknowledgement that this situation is as poor and unacceptable as it clearly is – we are awaiting a further response from Laundrapp – but seriously can't recommend using them, this process has been painful!

Whilst the app is great, the company customer service is appalling. Service is great when there are no issues and everything goes smoothly but a word of warning for when Laundrapp inadvertently loses your stuff. First they subcontract to third party laundries across London (in principle I have no issue with this) and it would appear that clothes aren’t tracked as carefully as they will claim (this i do take major issue with). Then when your delivery doesn’t show up Laundrapp pretends like nothing has happened and reschedules deliveries (in my case it was 3 separate occasions) with nothing in the van until eventually they have to admit they’ve “misplaced” your laundry. Once that happens you’re entitled to compensation but at some kind of depreciation rate, in my case this was just over 50% of the value, despite sending a bank statement for clothing that is less than 6 months old, which technically puts me out of pocket for clothes they have misplaced... A second word of warning for another incident -make sure you read the T&Cs - check your clothes when they come. Hidden pretty deep in the agreement you have to notify Laundrapp within 3 days if they damage your clothes. Don’t do what I did and assume your clothes are fine and find out a week later that something is damaged as it will be too late. Maybe I was just really unlucky but I think users of this app and service should be aware of the pretty shocking customer service that Laundrapp has when things go wrong! Some basic things that are fundamentally wrong for your paying customers that would be so easy to rectify!

I got some Laundrapp gift cards as a gift. Best gift ever! We just moved house and went on holiday. Had a mountain of washing and nothing was drying naturally so I decided to give Laundrapp a try. It was easy to use and I love that someone picks it up then delivers at times that are convenient to you. I will definitely be using the app regularly. Clothes came back feeling and smelling great. I also got my partners suit dry cleaned which I would never have got round to if I had to take it to the dry cleaners. The only negative is I do think the price is too high. £16 for one load of clothes although I understand we are paying for the service but I’d put 2kg extra in the bag I was given I was charged an extra £6. I think it should be £16 for filling the bag given as I can’t imagine many people actually weigh the pile of clothes so it seems like a way for the company to get more money. I’ve recently seen similar companies advertised so I’m guessing there will be some price competition coming soon! All in all I love the app and will be using it again.