Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/26/2024 I placed an order with Sudshare AKA ****** to have my laundry done. They advertise a guaranteed delivery of next day at 8 PM. My laundry was not delivered until next day at 9:30 PM with absolutely no communication as to why the delivery was so late. This is the second time this has happened. I complain to customer service and all they want to give me is a $10 credit on my next order. They violated our service agreement and I don’t think a $10 credit even remotely covers this mistake. I requested at least $20 and I would let the situation go, but they refused. They have no right to guarantee an 8 PM delivery if they aren’t going to meet that guarantee. They also refuse to acknowledge that. This business is making promises that they can’t keep to consumers.

• Initial Complaint

  Date:03/29/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction on March 27, I paid $39.80 for laundry services. The company failed to deliver the service as promised, and instead resulted in a series of distressing events and significant financial loss.
  
  Despite assurances, their hired worker stole all my clothes, and left a cryptic note that caused fear for my safety. Despite my repeated attempts, the company's customer service provided absolutely no resolution and displayed no accountability.
  
  I am deeply distressed to report that I have suffered a substantial loss of over $7,000 worth of clothing due to the actions of the company's hired worker.
  
  Their app is plagued with glitches, further complicating matters. The situation worsened due to the alarming behavior of the worker, approved by SUDSHARE, who exhibited signs of mental instability, including unwanted visits and concerning messages.
  
  The company's response was inadequate, advising me to file a police report and denying liability.
  
  Details:
  Date of Transaction: March 27, 2024
  Amount Paid: $39.80
  Order Number: #*********

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I really want this service to work. I had a couple of mishaps in the beginning where clothes were ruined, I was compensated with a credit (not a refund which was frustrating). But then a laundry pro named Mirella. She must not be there anymore because I received new pro's.
  
  The last two experiences are my complaint and requesting a full refund for both. The service on Jan 15th my clothes were not folded as paid for and I had to do all the work myself and my clothes were wrinkled because of this. I was charged $34.60.
  
  The experience on Jan 30/31 was that the wrong bag of clothes was delivered twice and my clothes were delivered a day late and when I received the clothes have hard wrinkles in them and they were note folded well. I will have to get these rewashed to get the wrinkles out which will cost me. I was charged $15.
  
  There only communication is through email which makes it difficult to get reliable support, even during an issue such as being delivered the wrong clothes. I just want my money back and I will move on from this experience. I tried to help them succeed and gave them several opportunities.
  
  Please help. Thanks.

  Customer Answer

  Date: 02/04/2024

  I need to also claim that all the clothes were ruined and not just wrinkled. The clothes are all shrunk. They offered me a $25 credit to the account but the services weren't rendered and my clothes were ruined so I need my money back and file a claim to get my clothes replaced.

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an indecent contractor with this company that has not been paid. I reached out several times and nothing. The option to even change the account the money goes to is even no longer there. Every time I reach out to customer service the responses are either sporadic rude messages telling me to stop messaging as much or nothing at all. I don’t understand why this is the only app I’ve worked on as an independent contractor that doesn’t allow for immediate access to funds.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poplin, as a company, has extremely poor customer service. The service providers are entirely hit or miss on my first order and were picked up 90 minutes late after I walked it out to the vendor. They were sitting in their car texting me that they could not find it, even though it was sitting in the middle of my driveway. The laundry, then around it, reeked of marijuana smoke.
  
  I immediately reached out to Poplin, but it took them over 72 hours to reply to me, despite my several follow-up attempts. Their pre-written email informed me that I could have the laundry re-cleaned, as long as I hadn't unpacked it within 72 hours. However, it would take them at least an additional 24 hours to arrange for another vendor to clean it.
  
  Needless to say, I requested a refund. I understand that issues can arise with individual vendors, but when you pair that with obscenely poor and slow customer support from Poplin, it's just a lose-lose situation.

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First time Customer and last. The first day my card was authorized for $47.70 and this was the first day. I reviewed the FAQ and put my clothes in 3 bags medium size and weight it which came out to be $30 pounds. The app said the pick up would be the next day at 8pm. The lady came the next morning and came 15 minutes before 9am. In the preference I choose to have her ring the doorbell and than get my laundry which was already outside for pick up. The Authorization was still pending because they don't weight the clothes until it was finished the next day. There was no communication with the staff and the app said the laundry will drop off by 8pm. So I ask Veronica can she drop off my clothes by 7pm because I work in Kendall and it's far from my home in Miami and I want to be home for pick up. She said in the message she can't and will be available in the morning. She text me early around 8am and told me she will be on her way in 30 minutes. Over an HOUR later running late for work, she didn't weight my items before the 30 minutes she said she would come. Not only did this service affected my start time for work. When I saw the charges, the $47.70 remain and then she just added $10.80 and the weight of the close was 8 small bags including my hangers which should not be counted. She took a picture of all bags which also was my extra hangers. I will NOT return to this company, and I don't recommend. It's not accurate with the weight because the authorization remain as 47.70 and then on the final transaction date there was an additional 10.80, the weight calculated to 58.50 and I only did 3 bags of laundry which weight $30 pounds. The app said to weight it in the bag size small, medium or large. She claims the weight was 58.50. I want a refund of 28.59 because it was not that weight with 3 laundry bags in a 13 gallon bag. Crazy

  Customer Answer

  Date: 12/14/2023

  I received the refund and was contacted by the business. No further investigation is needed.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Poplin/Sudshare recently and had some problems. I paid extra to get my clothes washed and delivered within the stated timeframe and it was late when I had somewhere to be. In addition to that the person doing the laundry used way too much of the detergent and now my clothes smell EXTREMELY strong. The scent rubs off on everything. On top of that I received items that were not mine and the weight of it was calculated in to my total.
  
  I reported the problem and no one reached out to me! There’s no emails listed or chat available either.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Note: Sudshare has changed their name to Poplin.
  
  -Order completed 10/5/2023, receipt #*********.
  -Paid $116.75, including $4.75 for the highest tier protection plan offered, which provides $75 of protection per item up to $1000. At the time, I was under the impression that this was money, not a credit, as the page to see more information on the protection plan was down at the time of order and the description of the plan when I placed my order did not state that this was a laundry credit. I was also under the assumption this plan was intended to replaced unintentionally damaged items, not to avoid responsibility for theft.
  -Provided 6 XL trash bags full of clothing and one XL hamper full of clothing. Received 13 shopping bag sized bags back, with the empty hamper on the side. I initially added a $25 tip, but removed it when I noticed clothing missing and was told by Poplin that the contractor claimed all items were returned.
  - Initially noticed 8 items missing and reported this immediately to Poplin but as we put away the laundry, noticed about 16 items missing. Poplin told us all they could do was block the contractor from our account, even if she stole the items. We are still unsure of this exact count of 16 items because it is possible there are still items we have not noticed missing, but we know for sure these 16 items are missing and sent links to Poplin for reimbursement for the items.
  -Poplin indicated that we could only receive a Poplin credit of $362.84, despite us sending a list of about $1500 of items stolen.
  -Additionally, items were not washed in the hypoallergenic detergent requested and resulted in contact dermatitis, rewashing, and 2 dermatologist visits & medication.
  -I have asked Poplin for the contractor's information to pursue a lawsuit against her and have been ignored. I have asked Poplin for actual money for my items and have been ignored. My next step if Poplin and BBB cannot resolve this will be a lawsuit against Poplin.

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a laundry service with Poplin on 10/28/2023. Delivery occurred on 10/29/2023 and I did not get all my items back. I emailed an hour after delivery to notify of missing items. I am missing a queen sized DKNY fleece blanket (pink), 2 kitchen towels, 2 bath towels, 2 hand towels, 3 wash cloths, pilates socks. I have contacted the company via email twice and on their Instagram page and have not been contacted back.
  
  per app: Included Free Up to $35 per garment Maximum $200 per order Coverage valid for 48 hours after delivery. Distributed in account credits only; Subject to our terms & conditions. I do not want a credit. As I will not be using their service, since they stole my things.

  Bureau Response

  Date: 11/07/2023

  Moshe ******
  SudShare, Inc. 
  

  ****** ***** ****
  ********** ** *****
  
  
  
  
  
  Dear Moshe ******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/30/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Lilivette ******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  
  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
  
    
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  
  

   

  
  

  
  

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

  
  

   

  
  We look forward to your prompt attention to this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

   

  
  

  
  

  CUSTOMER EXPERIENCE INFORMATION
  
  
  
  Customer Information:
  
  Lilivette ******
  
  
  
  ** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *******************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  I did a laundry service with Poplin on 10/28/2023. Delivery occurred on 10/29/2023 and I did not get all my items back. I emailed an hour after delivery to notify of missing items. I am missing a queen sized DKNY fleece blanket (pink), 2 kitchen towels, 2 bath towels, 2 hand towels, 3 wash cloths, pilates socks. I have contacted the company via email twice and on their Instagram page and have not been contacted back.
  
  per app: Included Free Up to $35 per garment Maximum $200 per order Coverage valid for 48 hours after delivery. Distributed in account credits only; Subject to our terms & conditions. I do not want a credit. As I will not be using their service, since they stole my things.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  Refund; I want the $200 in check to replace items taken by Laundry Pro, Cara and Poplin/Sudshare Company.
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 11/21/2023

  Moshe ******
  SudShare, Inc. 
  

  ****** ***** ****
  ********* ** *****
  
  
  
  
  
  Dear Moshe ******:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 10/30/2023 by Lilivette ******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

  
  

  Bureau Response

  Date: 11/21/2023

  Lilivette ******
  
  
  
  ** *** *****
  
  
  
  
  
  Dear Lilivette ******:
  
  
  
  This message is in regard to your complaint submitted on 10/30/2023 against SudShare, Inc..  Your complaint was assigned ID *********
  
  
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  
  

  Sincerely,

  
  

  Heather ******
  Dispute Resolution Specialist
  *************************
  
  Phone: ###-###-####

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday Septemer 18 2023 I ordered a same day service totaling $40 of laundry service for 17 lbs of clothes. The clothes were returned that night at which time we noticed that the larger articles were missing. All of the bath towels were missing and 4-5 hoodies/jackets were missing. These items totaled $347. The Laundry pro was contacted by ****** who relayed me the message to look at the bottom of the plastic bag delivered. There was nothing there as these items are very difficult to miss. Only 1 bag was delivered when the receipt indicated 2 bags of laundry. ****** is refusing to reimburse me for the cost of the clothes that were stolen. They are only willing to provide credit to continue using their services. However, I will not be using their services anymore after this experience and have requested reimbursement for the costs of the stolen clothes. So this credit is meaningless and is also not equivalent to the damage done by this service. The credit would only be applicable if it was about the service (e.g., some clothes not washed). This is about clothes that were stolen or lost by the laundry pro. I already provided them the links to the clothes with dollar amounts, some of which are not actually purchasable in the ** as it was bought on a trip for example.

  Customer Answer

  Date: 09/25/2023

  ******** with company attached.