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:03/13/2023

  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 3/11/2023 I placed an order for 11 kitchen-size trash bags of laundry. My card was pre authorized for $175. I placed the bags outside and realized that one of them did not need to go so I brought it back inside, leaving 10 bags. They were picked up promptly. The due date of the laundry was 3/12/23 at 8 PM. However, at around 7:20 PM on 3/11 (just hours after pickup) I received notification that the Sudster completed and returned my laundry. The receipt states that they washed, dried, and folded 180 pounds of laundry. I was charged an additional $5.80, bringing my total to $180.80. The receipt indicates twelve bags of laundry, each coincidentally weighing exactly 15 lbs. I brought the laundry inside, and there were seven bags of varying sizes. The first thing I noticed were that two of the bags were the same trash bags I sent the clothes in, even though the service advertises that clothing is returned in weatherproof sealed bags. The bags were all torn open in various places. I opened the first bag and immediately noticed the clothing was wet - not damp, but soaking wet. This was the case for 3 bags. An additional two bags were damp. The remaining 2 bags appeared to have been dumped into new bags without being washed. Nothing was folded. All of my large items are missing (2 comforters, a quilt and a pillow) and I do not know how many clothing items. My sons jacket is missing, along with some womens items of mine. I immediately attempted to report the problems. For the next 24 hours I emailed, called, texted, ******** messaged, and used the live chat option. I finally reached someone on the live chat who claimed to be escalating it to a supervisor before disconnecting. At 10 pm EST on 3/12 I received an email instructing me not to unpack my laundry. Since it had been so long without communication, I of course began washing my clothes so they wouldnt mildew. Anybody would do the same. It is unsanitary to leave wet clothes in a trash bag for 2 days.

• Initial Complaint

  Date:03/13/2023

  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.

  The last time I used SudShare the lost my brand new pair of jeans which cost $99 they instead I didnt send it even though I have security footage from my door can and then agreed to give me $35 credit. I was forced to use the service again to use my credit and the Sudster picked up 2 bags one she transferred to a plastic bag and the other she took in my laundry basket. It has been 2 days and they are still trying to locate my laundry. I am pregnant and do not have much clothes. This is extremely stressful for me as they keep telling me they are working on it. Which basically means they have no idea what they are going to do. They probably wont compensate me much for my clothes or time and definitely not for my emotional and mental stress which this whole ordeal is causing. This has by far been the worst service ever.

• Initial Complaint

  Date:03/10/2023

  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.

  12/18/22
  $75 paid for 2 gift cards
  Pick up and drop off laundry service
  Appointments made for service multiple times but no one from the business ever showed up
  Tried to resolve by going through customer service
  Email confirmation of gift card purchase

• Initial Complaint

  Date:03/07/2023

  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.

  Paid $105 to have my clothes washed. I have not received my clothes back nor a refund. Company has stolen from me and refuses to do anything about it.

• Initial Complaint

  Date:03/07/2023

  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.

  I used this laundry service to wash and fold my laundry in February. I had been using them for months without issue. This order came back without a significant amount of my clothing, so I alerted the company after not being able to contact the person who did the laundry. They had me send them what was missing along with links and after days of no response the CSR said she “forgot to assign herself the ticket”. Then I was promised a phone call and no one called until I called back. There is no CS number, I had to use the senior help line. I was told I could have a credit for laundry service. They have no remorse for losing my clothing nor do they offer an acceptable resolution. I do not intend on using a service again that lost my expensive clothing. I want money towards what was lost, as they were not cheap items and I cannot afford to replace them all at my cost. They do not make finding their policies easy and do not make it clear on their app, which is what most would use including me. They simply say there’s a limit on how much they’ll give you for each lost item, which is different on the app vs the website. The laundress has no responsibility to return my items and now I believe they were stolen. They then sent me an email saying they’re missing information, which is not true as shown in the photos. And then radio silence from them since then.

• Initial Complaint

  Date:03/01/2023

  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.

  Customer number ******** with **********************. I now understand why this is not an accredited business with the BBB seeking that it has no way to contact them. There is no existing legitimate phone number or email to the actual company. Our last delivery was not placed at our front door as noted by sudster, Autumn. It was placed on a random neighbor's picnic table. After that neighbor took what they wanted. They left the rest of the torn bags in the community laundry room. Then of course it was picked through again, more items were stolen. Then finally the community office found it in rescued what was left and called me. I am beyond upset and want to speak with somebody at SudShare and cannot. My family feels not only like we've been stolen from, my wife feels violated saying how people went through her undergarments. Unprofessional service is not even an appropriate complaint, I don't have the words to say for this complaint.

• Initial Complaint

  Date:03/01/2023

  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.

  Placed an order a few days ago for my laundry to be delivered. Came back folded nicely however it smells like food and the smell won’t go away. i’ve been shaking out clothes all morning. i asked for hypoallergenic detergent to be used and now my clothes smell terrible. i would like a refund.

• Initial Complaint

  Date:02/28/2023

  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 was told i would get $20 credit and supervisor call me ! Nothing happened

• Initial Complaint

  Date:02/28/2023

  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.

  First time user of Sudshare.
  I place an order for my laundry to be picked up and cleaned. I was to place it outside my door by 7:30AM the next morning. I placed it out at 7:00 as I left for work. It was a very rainy day. When I arrived back home at 7:00 PM. My bag of laundry was still there soaking wet. I went on the app and found the message that they arrived to my door at 1:43 knocked and waited 5 minutes banging on the door. The bag was right in front of the door were it couldn’t be missed while reaching over it to “bang on my door” and by the way my husband is at home everyday, all day. They charged me a $10 miss charge for not having my bag out. (They actually charged me twice but credited me back one charge before I ever contacted them.) They won’t refund my money even though they went to a wrong house.

• Initial Complaint

  Date:02/24/2023

  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 their laundry cleaning service and received my laundry back smelling of heavy cigarette smoke. I reached out to the company and they offered to let me place a second order and they would then decide if they wanted to refund the second order at their discretion.
  
  I advised them that I was not comfortable with this as they have a tendency to hide behind terms of service that they selectively enforce. They then wrote back doing exactly that - they told me they have a no refund policy and there was nothing they could do for me.
  
  Their stance was that I should only get a refund if my laundry smells "good enough". That's like saying you wrecked my car, but in your opinion, it's still drivable, so you have no liability for any damage whatsoever.
  
  According to their terms of service, it appears they have a no smoking policy, then they (maybe) offered me a refund, but only on a second order, and then decided they have a no refund policy whatsoever. Multiple customer service reps admitted to the fact that they messed up, but would not be refunding my money due to "policy".
  
  So ... the policy they will hide behind continues to change to match whatever serves THEIR best interest - not the customer.
  
  I won't do business with this again, and certainly won't trust them with my property again. If they aMy clothing is potentially ruined, I am not interested in giving them more money to fix their original mistake, the company has zero care, and won't make the situation right. I just want my money back.