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:12/20/2022

  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.

  They basically stole my laundry and offered me credit for a service I won't use again- scam

• Initial Complaint

  Date:12/18/2022

  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 placed an order for 7 bags of laundry on 12/17. My sudster, Brittany said she would pick up the laundry around 6. She didn't show up until after 8 and told me my laundry would be returned to me the next day by noon. It is now 8pm on 12/18 and Brittany will not respond to any of my messages. My SEVEN bags of laundry has STILL not been returned. It appears they have pocketed all my laundry. No communication and I cannot get any support o line, through email or through the phone. I JUST WANT MY LAUNDRY BACK

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 order with sudshare, after receiving my laundry back my a large sum of my order was missing and I had received a large amount of another persons cloths. Also some of my cloths was mildewy as well as was clearly washed outside of the specifications given as they were all scented which I am allergic to.As a response sudshare would not even call me back, nor would they call the other customers. They informed me via email that they messaged them but none had responded. They wouldn't even refund me for my order, instead giving me a $30 credit to a future order.

  Business Response

  Date: 12/21/2022

  We have tried many times to communicate with this customer, and have asked what items he is missing so that we can try to find where they may be. He refuses to answer any of our questions, and in regard to our request that he leave the extraneous items that don't belong to him outside so that we can retrieve them and find their owner, he refuses and insists he won't let the other person's items go until we find his, even though we don't know what to look for because he won't tell us.
  
  We have extensively reviewed the other orders processed by the contractor around the same time that this customer's order was serviced, and no one else has reported receiving extra items or missing items. In fact, the other 3 customers all rated their service as 5/5.
  
  Regardless of how many times we have tried to assist this customer, he will not tell us WHAT he is missing.
  
  We also offered the customer a free rewash of his laundry, in response to his claim that his laundry smelled mildewy, and he refused that offer as well.

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was not offered a free rewash. I was offered $30 credit on a $118 order. As said to them i cannot detail all of the missing items as there is many bags of clothibg missing, it is not one or two items.
  They have repeatedly refused to answer any of my questions or call me. I have this extebsively documented. Instead of reaponding they decided to close the case. I doubt there has been any extensive investigation as they refuse yo call any customer and solely rely on in app messaging and emails wich are easily missed.
  No refubd was issued, no reimbursment for any loss. Only a $30 credit for a service that lost hindreds of dollars in clothes and $118 in not recived services.

• Initial Complaint

  Date:12/15/2022

  Type:Customer Service 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 have been experiencing a problem with the app. There is only online help available, you email and they respond at their leisure. When they respond they tell me to reply with more info. The reply gets routed to an unmanned email account and bounces back to me. Then you have to open another ticket and process repeats. I have been doing this for 3 days, each time they respond there is no open ticket and my email isn't associated with any account (though I can pull up my own account in their app and see all my info. Called the helpline for seniors, no answer, called the helpline for new orders, no answer, looked at their self generated problems/outtage reporting page, no problems reported whatsoever. opened a new ticket (my 8th or 9th in 3 days several if which gave my phone number and begged fir a callback) just waiting for a response to start the game all over again. Not sure if this obfuscation is deliberate ( no complaints if they can't get through) or ineptitude with technology but they are not interested in having any contact with longtime customers to resolve a problem with their app with placing an order. Site looks great but seems to be completely unmanned as a business.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  We're very sorry to hear that the customer was having trouble reaching Support. At this time, we are only able to take calls for Seniors over the age of 65 or 1st-time customers calling for help getting started. We apologize for this inconvenience and have been working toward bulking up our Support Team to be able to field more calls from all customers. We do have many options to reach out to Support in other ways, such as the chat feature, rating your order, and using the Help Center to submit requests for help. We genuinely care about the customer experience and are saddened that you feel we are not interested in having contact with customers that's certainly not true. A huge increase in ticket volume just means that it can sometimes take longer than we'd like to be able to respond. If the customer has any additional questions or concerns, we'd be very eager to assist her.

• Initial Complaint

  Date:12/07/2022

  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.

  12/6/22 laundry was dropped off, but several clothes were missing
  
  I reached out to sudshare on app/email to have my missing clothes to be returned. They said they will get back to me but never got back to me for more than 24 hours despite me reaching out for follow up several times on ************** email address. I am disappointed and i would like to have follow up response from sudshare with reimbursement to my missing clothes or have my clothes being returned. I am more than happy to provide a proof. If I don't hear back im happy to take legal actions knowing now that I'm not the only customer who experienced this way with lack of customer service support from sudshare

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 7, 2022/12/20) */
  We returned the customer's missing items, and our Support Team was in contact with her the entire time. We apologize if we could not always respond within the hour, but we kept a line of communication open from the moment the customer reported a problem, and are still in touch with her to make sure everything is resolved.

• Initial Complaint

  Date:12/05/2022

  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 have attached a document detailing the entire complaint. In short, Sudster stole my items, threatened me, eventually returned my items but with hundreds of dollars of damage. SudShare did not do a background check, which would have shown that the Sudster had a long criminal history of this exact kind of behavior, along with apparently a history of bad behavior with SudShare. SudShare told me that they don't background check because background checks aren't profitable. I pulled her background check for free. Police have been involved.
  
  SudShare would only issue a refund for the damaged items in credits to use on the app. Obviously, I refused because I will never use this service again. I demanded real money, to which they said I could have $300 (far less than the cost of damaged items), ONLY if I sign an NDA and waiver of liability. Again, I refused, and since then all communication has stopped.
  
  Through my communication with SudShare they also revealed to me in writing their extremely sketchy business practices when it comes to pay, such as docking pay and tips for Sudsters, which are used for the "credit" refunds for stolen or damaged items. So basically SudShare loses zero money, they just dock the workers pay to give out credits which obviously can't be used to replace stolen or damaged goods. As bad as my Sudster was, this system is beyond unethical.
  

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 7, 2022/12/13) */
  SudShare has never said that background checks aren't performed because they aren't profitable. If the customer performed a background check for free, SudShare would love to know where and how, because we absolutely would make use of free background checks. The customer is a law student with access to several judicial and/or legal platforms that would allow her to find information that a normal business would have to pay for.
  
  The contractor in question has been removed from the platform for her intolerable behavior, which this customer refused to prevent by failing to file legal charges against her for the damage to her clothing as well as the threats made against her by the contractor, yet she is trying to blame SudShare for this issue, instead of the individual who was behaving badly.
  
  In response to her allegation that SudShare docks pay and tips for Sudsters to credit customers, losing "zero money", this is simply not true and a fairly outrageous claim. To clarify, in instances where Sudster malpractice with laundry (failure to follow directions or training protocols) results in damaged laundry, SOMETIMES Sudster earnings are reversed to pay for that damage. Most of the time SudShare covers these expenses, especially if the cause of the damage is not known. For example, a Sudster spilling bleach all over a garment when bleach is not allowed, would be an instance where the Sudster is SOLELY RESPONSIBLE for a damaged item and therefore must compensate the customer for it accordingly. If there's any doubt as to the cause of damage, SudShare covers the cost to compensate the customer.
  
  In the customer's case, the contractor WAS absolutely responsible for the damage caused, yet because of the request made by the customer that we NOT reverse Sudster earnings, SudShare agreed that we would compensate her directly without affecting the Sudster's earnings. I'm not sure why she would state that SudShare suffers zero money loss when we obviously proved to her that we do and that we will. We also added more credits to her account than what her chosen Protection Plan covered, in our endeavors to go above and beyond our Terms of Service that the customer agreed to.
  
  Furthermore, this customer has not requested any further correspondence; her last words to Support were sent September 29th and declined our offer to compensate her outside the app, in which, again, the company was going above and beyond the agreed upon Terms of Service to pay her directly, as a kindness and a courtesy. All communication stopped because she stopped it.
  
  SudShare has done everything possible to assist this customer and make things right with her. The safety of both customer and contractor is paramount to the company and we made every accommodation that the customer requested in an attempt to come to a positive resolution. We're sorry that she holds such an oppugnant view of a company that she previously had so many exceptional experiences with (rating her 7 other services all 5/5). We wish we would have been able to come to a resolution for this customer, we never like parting on a negative viewpoint.

• Initial Complaint

  Date:12/02/2022

  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.

  No one will respond 2 bags of clothing should have been delivered I only received one bag missing many items 1
  15 items. I have, attempted to contact sudshare through the help app chat no response. No one answers customer service. Half my wardrobe is missing

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 7, 2022/12/13) */
  It appears the contractor did initially forget to deliver a bag of the customer's laundry, but was able to return to finish delivering. Some items were still missing, and the customer has been credited for the value of those items, in accordance with our Garment Protection Policy. Support Staff has been in touch with the customer and continued to keep her updated throughout this issue. She has also continued to use the service with 5/5 ratings on her other experiences. We absolutely hope to continue taking excellent care of her laundry.

• Initial Complaint

  Date:11/30/2022

  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.

  I requested sudshare services on 11/23/22 at 12:30 pm. Someone came to pick up my clothes that said their name was Avery at 8:45pm on 11/23/22. They stated that the clothes would be delivered on 11/24/22. Thereafter the person asked for two 24-hour extensions on 11/24 and 11/25 which I granted. On 11/26 the individual who works for Sudshare Avery stopped returning my messages. My items still have not been returned and Sudshare has no way of getting in touch with this individual apparently. Sudshare has yet to tell me where over $1500 worth of clothing is and when it will be returned to me. I would like to be reimbursed or have my items returned.
  

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 7, 2022/12/13) */
  We have been in constant contact with this customer, continuing to work on a resolution with them. Just recently we were able to recover a lot of her clothing, but we cannot yet determine an exact resolution. We will continue working with her and hope to come to a positive outcome together.

• Initial Complaint

  Date:11/22/2022

  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.

  On November 15, 2022, I had set up for the Subshare Laundry Services, as it was time to again. Usually, I would receive nothing but "Professional" Services from the "Female" Subshare Specialist, but this time it was a "Male", who was "Not" professional about his job at all.
  
  #1.) The services were done to "Fast" therefore, some of the clothes were in fact
  "Damp" to the touch.
  
  #2.) a lot of the clothing, had a "Funny-Smell" or there was a "No-Smell" to the clothes
  (this is odd...I thought to myself), because I always send the clothing off, with Tide/Pods
  (12 with a pack).
  
  #3.) when this Subshare Cleaner had dropped the clothing back off (at the door), I thought that
  "All Was Well" 9htat is until I had opened up the bags of folded clothes (looks are deceiving),
  because this is when I had started to look over me and my daughter's clothing (10yrs. of age),
  that I had discovered, that this Subshare Cleaner....simply got paid, for doing a "POOR-JOB".
  
  #4.) on a number of occasions, I (as the paying customer), have tried reaching out to Subshare Inc.,
  for a "FULL-REFUND" ($55.70) (+) the cost for the Tide/Pods/Laundry ($10.88) but "Unforunally"
  I have yet to receiving any response back from this Company (Subshare, Inc.
  
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 7, 2022/12/01) */
  We're sorry to hear about the issue that the customer experienced with her last order. I have found her account and I see multiple attempts to correspond regarding this issue it appears that every time our agents responded to Ms. Lowry, she was not available to continue the discussion. We have sent her emails and hope she will reach out again so that we can help her resolve this right away.

• Initial Complaint

  Date:11/20/2022

  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.

  On Thursday I placed an order to be picked up. A sudster stated that they were going to pick up. She was seem on camera taking a picture, sending it in that she picked up, but left the laundry on my porch. I tried them again. A sudster picked up Friday, communicated with lies, asked for extensions then stopped communicating. Meanwhile, I still do not have our laundry and I can't even speak to anyone to express concerns. My children school clothes and my husband's work clothes are now gone due to this company. They need to send money to replace my order or simply return my laundry. We also have sentimental items included such as memorial shirts for loved one's. This is sad and I can't even begin to try to tell my family that our things are gone.I WILL NEVER USE SUDSHARE AGAIN!
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/22) */
  We are so sorry for the late delivery. I can see your order was delivered on Monday afternoon, which is an entire day longer than the service should have taken. I also see that our Support Team is in contact with you right now and will do everything possible to make this right with you. I have attached a photo of the delivery to this response.