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:05/15/2023

  Type:Billing 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.

  A few werks ago I downloaded the sudshare app after being contacted by someone named Muneeb in ********. His phone number was ************. He said he noticed I had a mobile massage therapy business and wanted to know if I could use an app-run *********** service. He gave me a $20 credit to use for my first wash. I did mention to him that a laundry bag from me would contain plastic bags that each contained one post-session sheet set. I also told him the bags would each contain a used disnfectant wipe that had been used to wipe down the massage table after sheets had been removed. He said this should be fine but said if I wanted, I could message this info to the "sudster" via the app. About a week and a half ago, I ordered my first wash, making sure to message the sudster about the wipes in the bags. I reveived no response to the message, and laundry was washed and returned. On 5/8/2023, I ordered a second wash of linens, and when the app asked if I wanted to re hire the same person I used last time, I selected yes. The app stated my linens would be picked up on 5/9 and returned by 5/11 at 8pm. When I still hadn't received them by 9pm on 5/11, I messaged the sudster (*****) with no response. I messaged again the morning of 5/12. He finally responded with a bunch of long rude messages stating that he had already sent me messages asking me not to put used disinfectant wipes in the laundry, and that I had disregarded his request and was being unfair to him. I responded that I had never received that message. He said he hadn't washed my laundry and had reported me to the app, and that he would return my laundry. It is now 5/13. I still don't have my sheets, and this man refuses to return them but keeps sending me rude messages in the app. I have called and texted Muneeb mulitiple times. He says he will remedy this but hasn't. I texted that Sudshare had lost me a lot of Mothers Day weekend revenue and asked that he venmo me $132 for me to replace my 8 sheet sets.

  Business Response

  Date: 05/22/2023

  We do apologize if you were misinformed by an agent who spoke to you originally-- our sanitation policy does prohibit trash being sent in with the laundry, which is why it was returned to you, unwashed, and you were not charged. We do apologize that the contractor was not more professional in the way he spoke with you regarding this issue. I can see in our communication with the customer that she confirmed all was returned to her, and she has not been charged. 

• Initial Complaint

  Date:05/09/2023

  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.

  They stole money from me. The sudster said they would be here ******. 530 rolls around and still not here. I message asking if they are still coming and they say yes but they are running late. 7 rolls around and I see an email saying the person tried to come get my laundry but that I didnt have it out. Its been out since 11 am and my neighbor has a ring camera so it can be proved. (I live in apartments so doors are right next to each other). The emails say they came to my apartment and the ring camera will prove they didnt. Then they charged me $10 for a wasnt at your spot fee but it was. Thats literal theft.

  Business Response

  Date: 05/11/2023

  While our website does make clear that laundry must be available during the pickup window (8 AM - 8 PM), or the customer risks being charged a missed pickup, we did resolve this with the customer by adding a $10 credit to her account, effectively negating the charge entirely. The $10 credit was applied to that order and she did get her money back. We also investigated the contractor to ensure they were following policy, to help guarantee mistakes do not happen in the future. 

• Initial Complaint

  Date:05/04/2023

  Type:Delivery 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.

  We placed our first order with SudShare to collect 3 sets of linens to be laundered. All 3 sets were bagged and clearly marked with names. The collection was made on Monday May 1st 2023. Delivery of freshly laundered items would be by 8pm on Tuesday May 2nd 2023 which was duly completed. We brought the bagged laundry inside that night. On the morning of Wednesday May 3rd 2023 we started organizing the laundry for the cleaning jobs we had that day and noticed that one of the bags had a different name on it and it was in fact clothing -all of our items were bedding and towels. We then realized that one of our bags of bedding/ towels was missing and the remainder of the items had not been kept as per different clients names ie all laundry was mixed in all bags. We have tried to contact SudShare through the app and we have not had any response or contact from SudShare, we have not contact with the actual employee once the items are delivered. We have also left a negative review as suggested on their website and again have not received any response. I attach photos of our requests through the app

  Business Response

  Date: 05/04/2023

  We apologize for the delay in response, as we are currently experiencing a very high ticket volume. I do see that we have been in communication with you and are actively working on this issue. 

• Initial Complaint

  Date:05/03/2023

  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 downloaded SudShare on April 27, 2023 and placed an order for same-day laundry services to be picked up, washed with bleach, and delivered back to me. The laundry was picked up and I communicated with the delivery person about a proper drop-off time.I expressed the dire need for the laundry to be finished the same day, as well as paid an upcharge for expedited services, which was a $40 minimum, plus an $8 tip. The laundry was dropped off to me around 4:30 PM on April 27, 2023. I left work at 5:00 PM and attending my second job, returning home around 8:20 PM when I finally had a chance to inspect the laundry. I immediately noticed all of the laundry (which is white in color) had several brown stains on it, which were not there when given to the laundry service. I immediately contacted SudShare, Inc. Support and provided sufficient evidence and photos of the damaged items. SudShare, Inc. Support assured me an investigation would be opened, I would be refunded and reimbursed for the damaged items. On April 28th, 2023, I reached out to SudShare, Inc. Support several more times for an update on the reimbursement, as it was imperative the situation be fixed in a timely manner. I received no response from SudShare, Inc. I had to replace all of my laundry (which was bedding & a comforter) and it cost me $251. I have now paid $299 out of pocket for this nightmare.

  Business Response

  Date: 05/03/2023

  The contractor who processed this order stated firmly that there were no ***** marks anywhere on the laundry while it was in their possession, so it's unclear where the marks may have come from. As such, even though it was unlikely caused by the service, we decided to go forward with the Garment Protection Plan selected by this customer. I have attached evidence of the customer specifically choosing this plan for her order, as well as a screenshot of the policy details, found on our website here : **********************************************************

  We have credited the customer's account for the damaged items, though we don't believe they were caused by anything we did during the laundry service. The customer also agreed to Terms of Service to use the platform, which specifically state that account credit only will be provided in case of damaged or lost items, according to the Garment Protection Program. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20008955
  
  I am rejecting this response because:
  The photos shown to the representative of Sudshare very clearly show that my bedding was soiled. It was disgusting. And the photo of the comforter is STILL IN the vacuum sealed bag from Sudshare, which means it is exactly how I received it, and you can see ***** marks, discoloration, and dark hair (which I have) which means nothing was washed and somehow further soiled before being returned to me. Sudshares terms and policies are in place to protect accidental damage to laundry. This is not accidental. This person did not wash my bedding point blank period, that is a SCAM in which I am entitled to a full refund as well as a full reimbursement for my damaged items that I had to replace, all of which I provided receipts for. Not to mention, I also provided screenshots of my conversation with support where they stopped answering me. A credit to my account so I can continue to get scammed by this laundry service is not even close to sufficient. I would be accepting of it if this was an honest mistake. But it is not. Ive also included a screenshot of comments from their app of people who have had the exact same experience as me, but Sudshare has since deleted all negative comments and reviews.. because they are a scam. Please look at the photos I have attached and tell me there are not ***** marks on everything.. you can even see the contrast against my ***** white bedsheets which I washed myself. I will say it one final time: the laundry I paid to have cleaned by Sudshare was NOT cleaned and returned to me SOILED and therefore I was a SCAMMED out of my money and forced to replace my bedding. 
  
  Sincerely,
  
  ******* *******
  

  Business Response

  Date: 05/04/2023

  If the garments were not laundered, then clearly we did not cause stains by laundering them incorrectly. First the customer claims we ruined her garments by laundering it incorrectly, then she states we didn't wash it at all. I'm not sure what she's referring to when it comes to reviews-- we RESPOND to negative reviews but we do not delete them. Most accredited websites don't allow the deletion of reviews because it is not ethical, and we don't do that, either. From the start this customer has demanded we send her cash greatly exceeding the cost of the service, and that we send it to her instantly. As stated previously, we followed our Garment Protection Policy with the customer to the letter, which is something that she explicitly agreed to when she requested service. We have fulfilled any obligation to the customer, even though we do not believe that we caused any damage to her garments. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20008955
  
  I am rejecting this response because:

  I clearly stated in my initial message with support that the items did not look washed at all. It is possible to cause stains to items without washing them that is what staining is. The laundry was very clearly tampered with because the contractor is scamming customers and the company is allowing it. The company refuses to take accountability for this. Please explain the visible ***** stains on my items from the photos I provided when the sudster claimed they returned the items free of stains. Please explain the long darks hairs which exactly match my hair still on the items if they were washed. You can see BROWN on my WHITE comforter that is still in the bag with a piece of hair inside the bag and you want to tell me that was washed? And bleached? Any reputable company would make this right and (1.) refund me my money paid for the service ($40) and (2.) reimburse me for the money I had to pay out of pocket to immediately replace my items ($251) that I provided receipts for. I have already retained counsel to bring this to small claims court where I will be asking for triple damages as well as attorneys fees, which will be well over $1,500. I was also told by ******* that a supervisor would be contacting me via email, that has not happened. If you dont delete your negative reviews, then where did they go? 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/10/2023

  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.

  Transactions completed on dates January 12, February 6, February 14, all 2023.On all transactions, I was charged three times. Each date should only have 2 transactions; receipt for service and receipt for tip. I was charged doble for my tip each of these days. I have attempted to call twice and have been informed via automation phone service isn't available. I have been texting with the company since March 27 to obtain a resolution and refund. I have provided dates, amounts, transaction numbers and account information and have yet to be given an answer or refund.

  Business Response

  Date: 04/19/2023

  The charges are correct. SudShare orders require a pre-authorization to the card on file when an order is placed, but sometimes that pre-authorization hold does not end up covering the entire cost for service, so sometimes customers will see TWO charges for the cost of ONE order.

  For example, the January 10th order that the customer refers to, had a pre-authorization of $65. The final cost of service for that order was $79 : 79 pounds of laundry charged at a dollar per pound = $79. Thus, with a pre-authorization of only $65, an additional $14 had to be charged to cover the full service cost. Ms. ****** then requested that a tip for her contractor (seen as the third charge for that order) be processed onto her card. 

  It's the same with the other 2 orders she cites: on February 3rd, she placed an order and her card was pre-authorized for $55, but the total cost of service for that order ended up being $74, so a second charge of $19 was processed to cover the remaining balance, and then the customer requested a tip be added, so she sees 3 total charges. 

  On February 12th she placed an order and her card was pre-authorized for $90, which did not cover the total cost of $115, so a second charge of $25 was processed to cover the remainder owed. Again, Ms. ****** requested that a $25 tip be added for her contractor, so it looks like 3 charges, the last 2 coincidentally being the same number ($25). 
  
  Please see the order history as well as the list of charges for evidence of this information. We can also send receipts and additional evidence if necessary. 

  Customer Answer

  Date: 04/20/2023

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/07/2023

  Type:Delivery 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.

  Clothes and had sent out to wash and dry in the 14 of March and was soppose to be delivered 24 hrs. Which was the following day. They never were . And if so I wasn't aware. Not so much as a knock on the door or phone call. I was all so charged with a 95 dollar fee. The clothes new.

  Business Response

  Date: 05/03/2023

  We have never claimed to return laundry in 24 hours. We cite having a ****************** where, for customers placing orders before 3:00 PM (local time zone), their order will be picked up that day by 8 PM and delivered back the following day by 8 PM. This customer placed his order after 3 PM-- he placed it at 5:20 PM his local time on Tuesday evening, March 14th. Orders placed after 3 PM have deadlines pushed back 1 day, and as such, the contractor picked up his laundry the following morning, on Wednesday, March 15th. The deadline for order delivery would have been any time prior to 8:00 PM the following day (for ***************** which the customer requested), which was exactly what happened : the contractor delivered the following morning, well within the delivery deadline and as promised by our company policies. 

  We notified the customer every time there was an update to his order, including: picked up, washed, weighed, and delivered. He also was not charged $95, as he claims, he was only charged $41. We have proof of delivery outside his location, if requested, I just was not able to add more than 5 files to this response. 

• Initial Complaint

  Date:03/22/2023

  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.

  I placed a laundry pickup on 3-18-23 and my laundry was supposed to be washed and folded and returned me on 3-19-23 by 8pm. The sudster contacted me (via chat) on 3-19-23 asking if he could deliver my laundry on 3-20-23 and I told him he could deliver on 3-20-23. I have been trying to reach him since 3-20-23 about my laundry but he has not replied. I contacted Sudshare support (via chat) and they keep telling me someone is going to get back with me about my laundry. They lost my clothes and they don't have customer service you can speak with, you have to chat to speak with someone. My laundry was taken on Saturday afternoon and it was supposed to be returned on Sunday, here it is Tuesday and I still don't have my laundry. This is very frustrating my kids uniforms for school were in my laundry and I had to buy them new uniforms. I am a single mom and I was using Sudshare to free up some of my time but instead of helping me I am out of the money I paid them to do my laundry and I have to buy new clothes for me and my kids. I know my laundry has only been gone a few days but I put my towels, bath clothes, underwear and it is hard to be with out the things you need for every day use.

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair 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 February 27, I used an introductory offer to have a load of clothes washed with Sudshare. On February 28, I received two bags of clothing and was billed for 24.6 pounds. Sudshare claims they do not wash loads from different customers together, however, I received somebody else's lingerie, with bodily fluid stains. I was also missing three items: An Athleta Warrior Longline Bra D/DD+ Large in Navy (retail value $54), Alo 7'' High Waist Bike shorts large in black (retail $68), and a college club t-shirt (sentimental value - irreplaceable).I realized the clothes were missing on March 2, when I had time to put them away, and opened support request *****. I heard back on March 5, when I was asked to return the lingerie, which I had thrown out because it was unsanitary and I had nowhere to keep someone else's stained clothes for a week. On March 6, I was told they were "looking into this", and on March 9, I was asked to send links to each item that was lost. I provided the links on March 10. On March 16, at 3:57 pm CST, I received a notice that my ticket was resolved, and was asked to rate my support. When I tried to rate it negatively 6 hours later, it said the "request was closed and the ticket could not be rated". I did not receive any form of communication or reimbursement after.I am requesting sudshare reimburse me $120 per their "standard insurance agreement" OR the cost of replacing the missing clothing: $171.51 (athleta top $58.46 after tax, alo shorts $73.05 after tax, college shirt $40). I am also requesting they remove the claim that they wash clothes separately, as I both received someone else's clothing, and am missing my own. Sudshare maintains loads are not washed together, but this means if somehow I received someone else's clothes in error, that would imply their employee stole my clothes, which is plausible since they were the most expensive items in my load.

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair 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 arranged for SudShare to do a large load of laundry for myself. I have used SudShare previously without any major issues. This time, though, the laundry was returned late, but, more than that, the laundry smelled absolutely horrible! Every sack and the clothes in it smelled like chili and/or a burnt smell. It is disgusting and neither myself nor my young twins are able to use any of the laundry. I contacted SudShare multiple times via email, through another sudster, and through another customer. I have received absolutely NO response. SudShare took my money and left me with laundry that is worse off before and that I cant use. I will now have to pay more money to get it done again and I dont know if it is even possible to get the small out. I have been trying for days to get an answer from SudShare and there has been NOTHING! They took my money and now refuse to deal with any issues. They should not be in business. Also, it is VERY difficult, if not impossible, to get a hold of anyone at SudShare.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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 a disabled veteran who is home bound. I have been using sudshare and until March 12, 2023 never had a problem. The lady picked up my bag with no problem on 11 mar 2023. I received a text message on ***************************************************************************** the ***** she never called me just dropped of my clothes and left. I am disabled, so I had to pay a person I no $20.00 to pickup my clothes and bring them to me. So at this point I am really beside myself. I am on a fixed income and $20 is a lot to me. Also my underwear and a pair of jeans and cargo pants looked like someone had slept in them. I have never had a problem before today and if the person had called me I would of told her how to get in ***** but I quess I wasnt important enough for a phone call. The company sent me one email that only addressed wanting me to stay a customer, no other topic was discussed in that one email. I have sent them several emails that they refuse to answer. I would like some resolution such as getting my $20 back that I shouldnt of had to pay to get my clothes to my apt.