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:09/21/2023

  Type:Customer Service 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 had the Service Poplin pick up my laundry for service and I provided a 39 gallon bag full of laundry. The person who washed my clothes was two hours late to drop them off at the scheduled time and when they returned my laundered items I was missing a lot of my clothes. The company told me that there is no possible way my clothes were lost based on photos of pick up and drop off. I am missing over 50 items of clothing and they are not doing anything about it.

• Initial Complaint

  Date:08/21/2023

  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.

  On Tuesday July 4, 2023 I ordered for my laundry to be picked up for same day service. The total was for $130.45. My laundry was picked up but when it was dropped off majority of my laundry was uncleared. Including blankets that I was charged extra for to wash. I contacted the company and asked for a refund several times explaining to them I needed all my items washed because I was going out of town the next morning. They refused to give me a refund and I was left to take dirty clothes out of town with me and wash them at hotel I was staying at. Upon my return I’ve had to wash everything that I already paid to be washed over. Talking to representatives of the app they were absolutely unaccountable for what happened and refused to refund me but instead giving me a $50 credit. Which doesn’t cover half of what I paid. Also I wouldn’t trust my laundry to be washed by this platform again.
  My order number was **********

  Bureau Response

  Date: 08/21/2023

  Moshe ******
  SudShare, Inc. 
  
  ****** ***** ****
  ********* ** *****
   
  
  
  
  Dear Moshe ******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/20/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  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.  All responses will be copied to the complainant. 
  
  
  
  

  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: **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (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.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

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

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Tosha ******

  
  

  **** ********* *** **
  ***** ****** ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: **********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Refund Or Exchange Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  On Tuesday July 4, 2023 I ordered for my laundry to be picked up for same day service. The total was for $130.45. My laundry was picked up but when it was dropped off majority of my laundry was uncleared. Including blankets that I was charged extra for to wash. I contacted the company and asked for a refund several times explaining to them I needed all my items washed because I was going out of town the next morning. They refused to give me a refund and I was left to take dirty clothes out of town with me and wash them at hotel I was staying at. Upon my return I’ve had to wash everything that I already paid to be washed over. Talking to representatives of the app they were absolutely unaccountable for what happened and refused to refund me but instead giving me a $50 credit. Which doesn’t cover half of what I paid. Also I wouldn’t trust my laundry to be washed by this platform again.
  My order number was **********
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 08/21/2023

  Tosha ******
  
  **** ********* *** **
  ***** ****** *** *****
   
  
  
  
  Dear Tosha ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/20/2023 against SudShare, Inc..  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

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

  Bureau Response

  Date: 08/28/2023

  Moshe ******
  SudShare, Inc. 
  

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

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/20/2023 and was assigned an ID of *********  

  
  

   

  
  

  BBB forwarded you a complaint filed by Tosha ******. 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:
  
  Tosha ******
  
  **** ********* ***
  ***** ****** ** *****
  
  Daytime Phone: ###-###-####
  E-mail: **********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Refund Or Exchange Issues
  
  
  
  Customer’s Statement of the Problem:
  
  On Tuesday July 4, 2023 I ordered for my laundry to be picked up for same day service. The total was for $130.45. My laundry was picked up but when it was dropped off majority of my laundry was uncleared. Including blankets that I was charged extra for to wash. I contacted the company and asked for a refund several times explaining to them I needed all my items washed because I was going out of town the next morning. They refused to give me a refund and I was left to take dirty clothes out of town with me and wash them at hotel I was staying at. Upon my return I’ve had to wash everything that I already paid to be washed over. Talking to representatives of the app they were absolutely unaccountable for what happened and refused to refund me but instead giving me a $50 credit. Which doesn’t cover half of what I paid. Also I wouldn’t trust my laundry to be washed by this platform again.
  My order number was **********

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Refund
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 09/14/2023

  Moshe ******
  SudShare, Inc. 
  

  ****** ***** ****
  ********* ** *****
  
  
  
  
  
  Dear Moshe ******:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 8/20/2023 by Tosha ******.  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: 09/14/2023

  Tosha ******
  
  **** ********* *** **
  ***** ****** *** *****
   
  
  
  
  Dear Tosha ******:
  
  
  
  This message is in regard to your complaint submitted on 8/20/2023 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:07/25/2023

  Type:Customer Service 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 July 21, 2023, I placed an order with a Poplin pro to wash my laundry. The laundry came back with bleach stains/discoloration from being bleached on several (7) pieces, blue stains on a few (3) pieces and all smelling of smoke. The ******** service agent initially offered to have the laundry rewashed because of the smoke smell. I explained to him that several pieces of laundry was ruined and rewashing would not change that. I also told him that I had paid for a protection plan and wanted that honored for the ruined items. I sent pictures of the damage and he said he would investigate. He returned my inquiry the following day insisting that all procedures were properly followed and there was no wrongdoing. He said that they "cannot take responsibility for how laundry reacts" to being washed. He did not offer to honor the protection plan. After receiving this response, I resent the pictures of the laundry, explaining there was no way the laundry "reacted" to being washed by getting bleach spots, being completely discolored in some cases, and getting blue stains. I asked to be sent to a manager; I was never sent to a manager. I then tried to contact ****** directly through their **************** account; the hello@poplin account returned an error that the email was undeliverable. I also tried to reach out to a different ******** service agent; the other ******** service agent sent me back to the initial agent. The first ******** service agent did eventually honor the protection plan I paid for, but it took me hours of my time to plead my case and documentation sent multiple times (5 emails in total, plus the initial claim over messaging) to get them to do so. It is unethical to treat ********s this way. It is also improper that there was no way to get ahold of a Manager or anyone else at ****** to assist in the matter.

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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.

  In June 2023 i decided to use the services of Sudshare DBA Poplin. My belongings which were picked up by The Poplin Laundry Pro have not been returned. ****** has not been helpful in resolving this matter. I have filed a police report and asked ****** for follow *** to this day no resolution has came from them.

• Initial Complaint

  Date:07/06/2023

  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.

  On 5/21 I placed an order with ******, and paid for one of their garment insurance plans. I paid over $60 and when my clothes were returned, a large majority were ruined. I contacted ******; who agreed to pay out an insurance claim. They asked that I send pictures of the clothes. I did. They then asked that I send the items, with their prices, which I was unable to do, because they were all vintage clothing. Which made the situation all the more upsetting. I sent them emails of 2 comps per item currently listed online per garment, which was within the insurance limit of $75 per garment. These were 2 and 3 piece vintage suits. I was asking for $75 dollars and providing 2 comps per item. Im response to my email, they suggested I was inflating the price of the items and that I submit 2 comps per item. At this point, it had been weeks. My clothes were ruined. They had given me the round and round and round and obviously had no intention of paying out the insurance which was paid in account credits anyway. I had already submitted what they were asking for, in the very email. It was pure insanity. I suffered an emotional breakdown because of this extreme stress and destruction of my personal property with extreme sentimental value. Many of these items belonged to my deceased grandmother. I only had this service done, ONCE, because I had surgery and could not do my own laundry. They did not care. After that, ****** said they were not issuing my credits and were blocking me from ever using the service again. This was a contract that the failed to execute. Since then, I have asked them to change the laundry pro rating to one star and to close my account but they wont. I am Demoralized, and I told them I would contact the BBB. They said if I did they would post our conversations wherein I had replied emotionally and cussed, and otherwise just exploit me. This is absolutely despicable business.

• Initial Complaint

  Date:06/29/2023

  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 set up a pickup for today and the app said pickup was between 8am and 8pm. but then i was messaged by the pickup person who informed me they would be there at 3pm and then changed again to 1:30 pm. All fine. Then at 11:45 i get a mesage stating she is outside and doesn't see the pick up. I start to explain shge 2 hours early but i'll be right out, and She then tells me I have to cancel the order and reschedule. So she leaves and i'm upset. then when i reach out to customer service to cancel they tell me i'm being charged $10 for missing a pickup. so no laundry getting cleaned and i'm being charged for it. and they would not budge. they were rude and i've never been less happy with a company ever. I got a bad deal and got stolen from today.

• Initial Complaint

  Date:05/31/2023

  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.

  Order #S27089559 May 28, dropped off May 29 *********** promises to wash,dry, sort, & fold clothes. My clothing was returned dirtier than I sent it. There were clumps of dirt on my clothes & inside delivery bags. It was all very wet, some actually dripping. It was unsorted & all very wrinkled. It smelled musty & not fresh. So I did not receive any of the promised service. My items were damaged. I purchased the platinum+ protection plan, which covers up to *********************** I have tried 3 times to file claims, submitting photos, & even providing links for the ****************** has happened.*********** is not acting in good faith. I communicated with 6 different support employees, none of them have actually helped. They often dont answer or take several hours to reply. I was told it would be elevated, but it never was.They promised to resolve the issue order, & failed to do so. I was told a rewash would be issued with a gold or executive laundry pro. I did as they instructed & was told a highly rated pro had been assigned to my order. I was also told by email that they would investigate the issue within 24 hours. They then canceled my rewash & told me all of their professional were busy. I was told to try again the next day, which would mean at least a 4 day *************** wet clothes were bagged up (at their request) for more than 48 hours. I am now spending more time, money, & energy fixing their issue without them resolving the errors at all.Paid $94.75. It appears I was overcharged. All bags were charger as 6.6 lbs. I weighed them. They werent. They were wet so would be heavier. ($/lb) I was charged an $8 per item fee for oversized items for a fitted & flat sheet They have only credited the app for the amount I was charged for the initial order, but now say they are unable to fulfill their obligation. I want the amount refunded to my bank card along with the claim for my damaged items. Docs too large to upload, please email for copy.

• Initial Complaint

  Date:05/19/2023

  Type:Delivery 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.

  My laundry was collected and never returned. I have contacted sudshare (now poplin) several times and have been told several times its been escalated to a supervisor with no response. This is unacceptable. I need my laundry back NOW.

• Initial Complaint

  Date:05/16/2023

  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.

  Pick up on Saturday May 13th 2023. Drop off Monday May 15th 2023
  Charged 72.7lbs for 3 medium sized baskets of laundry. They are liars. I weighed before pick up all together was about 36 pounds.
  I was quoted 46.91 which was immediately put on hold by the company before pick up. I was told I would get a $20 credit to use towards this order because I was lied to about how much it would cost but also I know for a fact they were lying about how much my laundry weighed. No big items at all. I was then told by another agent named Leo who was so condescending and rude to me that he would allow me to use the credit for this order and that after I paid he would refund the 20 dollars credit promised. However after I paid, online support refused to respond to me! And they can lie and there is nothing you can do about it because they simply just hold your clothing hostage until you pay whatever they are asking. Liars and ********!

• Initial Complaint

  Date:05/16/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 placed an order with sudshare. A sudster picked up my clothes. Suddenly the app cancelled my order. I demanded to know what was going to happen with over the $1,000 worth of clothes the sudster picked up. Sudshare was extremely unhelpful they claim the person was not answering their messages. Even thought this is theft they refused to call the police or provide the person's information. The worst experience ever. all my clothes stolen.

  Business Response

  Date: 05/22/2023

  The contractor working with this customer claims to have delivered all of the customer's laundry directly to her, stating that she answered the door and took the laundry right in front of her. However, as we do not have proof of this, we have credited the customer in full according to our Protection Policy. Since the laundry is not our private property, we cannot file any theft charges for the customer, she must do that with law enforcement, but we will assist law enforcement by providing any information they request once that report has been filed by the customer.