ComplaintsforThe Laundress
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
The Laundress has issued a product recall and I have purchased 5 bottles of detergent that have been recalled. The total amounts to $92.97. The 'request reimbursement' process on their website is not functional and has not been for 2 months, and they have not responded to emails requesting reimbursement.Business response
02/09/2023
Thank you for contacting The Laundress and apologies for the delay. We are currently experiencing a high volume of inquiries and our response time has been delayed. Weve confirmed that the recall site is working, and is the easiest way to check your products and submit for a reimbursement. Were sorry about the difficulty you have experienced and wed be happy to expedite your reimbursement. You can expect to receive a check in up to **** weeks.
Once again, we apologize for this situation and thank you for your loyalty to our brand.
Kind regards,
The Laundress TeamCustomer response
02/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business stated they won't reimburse me for **** weeks and does not specify the amount of the reimbursement or where it will be sent.
I would like confirmation of the amount of reimbursement, the name/address where the check will be sent, and the date I can expect it (which should be within 30 days).
Thank you.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
02/16/2023
Thank you for contacting The Laundress. We sent an email to you on 2/8 confirming that we have received and expedited your refund which was based on the receipts and address you provided.In order to protect your privacy we will email you separately with the details of your refund.
Sincerely,
The Laundress TeamCustomer response
03/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Initial Complaint
01/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Thank you for taking my email:I have tried to obtain a refund from "The Laundress" in ************* for months. Their address is listed on your website. I purchased their products on Oct. 3, 2021. Shortly thereafter, they recalled all of the products that I purchased, due to bacterial infection the products contained. My order number is #******. Their case number is ******, which has had no bearing on this complaint, as no refund has been forthcoming. I have been requesting said refund for months (12/2/2021. i believe). There is no way to actually speak to a person. I can only get a recording regarding their "refund" program whether I call their 800 or local numbers. I've emailed them over 5 times and followed all of their refund policies. I am at a total loss! I was told I'd receive a refund within **** weeks (!) as of today, 1/23/2022. That means nothing, as they've promised this before. My order was over $200.00. Can you please help me? If you need any additional information, please don't hesitate to contact me! Thank you, August ****Business response
02/16/2023
Thank you for contacting The Laundress and apologies for the delay. We are currently experiencing a high volume of inquiries and our response time has been delayed. We see that you have confirmed your address and we have expedited your refund.
Once again, we apologize for this situation and thank you for your loyalty to our brand.
Kind regards,
The Laundress TeamCustomer response
02/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[I WAS INFORMED THAT THE LAUNDRESS WAS EXPEDITING A REFUND, WHICH THEY DID NOT DO.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ****
Business response
03/01/2023
Hi *******
Thank you for following up and letting me know you havent received the check yet. I re-confirmed it was mailed out (2/14) but if you do not receive it by the end of this week, we will place a stop payment order on it and re-issue another check with tracking.
Sincerely,
The Laundress TeamInitial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Laundress is voluntarily recalling and reimbursing people for bacteria in their products (See recall info here: ********************************************************************************************************************************************************). They've set up a website to process refunds however there's no actual way to do that. When you follow the instructions, there's no way to provide the proof they request through their system. I've reached out via their email as well and received no reply in two weeks. I've also tried the number listed on that site and was on hold for 30 minutes before the call cut off. Two other numbers for the business had messages directing you to the site, then auto-hang up.In short, they state they're giving refunds but they're actually not. Other resources online state the same directions everyone has, but it feels like no one has *actually* tried to get a refund because if they had, they'd see it's not possible. This affects thousands of people. I'm looking for a recourse here, but also want to warn people that this is an issue.Business response
12/20/2022
Thank you for reaching out.
We're so sorry for your experience. Due to the high volume of emails and phone calls weve been receiving, we have been experiencing a longer than normal response time.
In the meantime, there are a number of ways to submit for a reimbursement on ***************************
If you purchased the recalled product on or after January 1, 2021, you can provide either:
a photo of the bottle with the lot code with your initials and the date written in marker; or
a valid receipt (product description, quantity, price paid); or
your email address, if purchased through ********************
If you purchased the recalled product before January 1, 2021, you can provide:
a photo of the bottle with the lot code with your initials and the date written in marker and a valid receipt for a full refund of the purchase price. If you submit a photo, with date and initial without a valid receipt, you will receive the manufacturers suggested retail price.
Please allow up to **** weeks to receive your reimbursement.
For further questions, or if you have any issues with the website, please email ******************************************* or call ************ from 9 a.m. to 5 p.m. ET, Monday through Friday.
Sincerely,
The Laundress Team
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Customer Complaints Summary
14 total complaints in the last 3 years.
1 complaints closed in the last 12 months.