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:11/17/2022

  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 been using a laundry service called SudShare for several months now. My experiences have always been positive. Their website clearly states that laundry will never be mixed with another persons laundry. When I received my laundry, the last time I use this service someone else's clothes including their socks, underwear and other undergarments, were mixed in with mine. Every single bag in the delivery was mixed with someone else's laundry. I did receive my clothes as the other family sorted out what belonged to them, And those clothes were delivered 24 hours later. I am being billed for the wrong weight and customer support is not willing to help me. This is gross, a breach of terms, and I would like a refund for the transaction. Please view terms of service stating that clothes will never be washed or delivered with yours- mine came half mixed with a strangers clothes. They all need to be re-washed. The company is claiming they were only folded together- both are gross.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We are so sorry for this terrible error in service! Sudsters are NEVER allowed to mix orders, and any Sudster found doing this is immediately removed from the platform. This is true for your order, as well this Sudster's account has been permanently closed. We find this just as unacceptable as you do, and we're so sorry for the experience you had on this order. I see our Support Department issued a full refund a week ago, as well as placed credits on your account to apologize for this experience. We hope you'll give us another chance, as we can see you were previously very happy with the service, ordering quite frequently. Please let us know if there's anything else we can do to make this right.

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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.

  We have a major issue and SudShare is being very slow and not forthcoming in addressing it. We have used SudShare for the past year, very satisfied, with only two documented issues, until now. We had worked with our assigned Sudster before, she tended to be late and less organized than our preferred Sudsters, but no other major issues. She claimed our order, and was hours late to pick it up so we messaged her to check in. She was emphatic that she would be there in 5 minutes (which she had said hours earlier), and that she was just having a horrible day. She finally picked up the laundry, which was due back by 8pm the following day.
  
  That was a week ago, we haven't heard from her since. 30lbs of our laundry is still GONE. We immediately reached out to SudShare via email and have been asking them for an update everyday. We don't hear from them unless we ask for an update. It's a new agent every time who answers with as little information as possible, which is very frustrating because we then have to wait 24-48 hours for another reply. They can't reach her or her emergency contact. I was told we would be escalated to upper management but I have had no indication or change in communication urgency or timing that would indicate escalation. We are ready to file a police report just to get our stuff back, clearly this girl is having some kind of emergency. There are plenty of Sudsters in the area - surely they could send SOMEONE to get our stuff so we don't have to add to whatever she's going through by having the police show up on her doorstep.
  
  We never upgrade the garment protection - which is written to protect individual/few garments per order - because we've never had a major problem. It's also not guaranteed even upgraded and they only do store credit, which isn't very helpful.
  
  I never fathomed that complete loss would happen to 30 whole pounds of laundry, as they seem like a well structured company, but I now see here it does happen and not infrequently.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We're so sorry that the customer is going through this. We have been in constant contact with her, and we apologize if our responses were not informative enough in her opinion. The problem Support has been encountering is that the contractor with the customer's laundry has been completely and utterly unresponsive. Emails, text messages, phone calls, to both the contractor and their listed emergency contact, have gone unanswered. We weren't able to provide much information because we weren't able to gain any to give.
  
  Since this issue began, Support and the customer have reached an agreement for financial compensation, and the customer has signed a waiver indicating they agree to the resolution. I hope this will be looked into regarding the status of this complaint. More information can be provided if requested.
  
  
  Consumer Response /* (2000, 7, 2022/12/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We accept their response. We have agreed to settle this matter for agreed upon compensation. The company has not yet followed up nor provided notice of their process or timeline for issuing this compensation after we returned the aforementioned signed agreement 4 days ago.

• Initial Complaint

  Date:11/14/2022

  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.

  Our order (SXXXXXXXX) was placed 11/11/22 for our clothing to be cleaned and was preauthorized for $112.50. Our clothing was dropped off on 11/12/22 and we were charged $97.20. The following day (11/13/22) we opened a bag or two of clothes to wear and put away and found that they had an overwhelming cigarette smoke odor. The smell was so strong that I had severe stomach distress and felt that I was going to throw up. I reported the issue in the support chat and waited over an hour for someone to respond. Then via email, I was instructed by Danish (Sudshare Rep) to place ANOTHER order (#SXXXXXXXX) and have the clothes picked up again by a new Sudster and inspected. Today (11/14/22) I was told by Danish (Sudshare Rep) via email that the clothes were "clean and fresh smelling" and that I would be charged for an additional cleaning service (pre-authorized amount $102.50). If the clothes are in Sudshare's opinion "clean and fresh", then I would like my clothing returned and not washed a second time, nor do I want to be charged for this. Overwashing itself can damage clothes, and if Sudshare believes my clothes are "clean", then why would I want to pay an additional $100 to get my clothes washed again? I would prefer that I am fully refunded for everything and get my clothing returned. I do not want to use this service again because of this situation. Prior to this I had no issues and I have used them 6 other times with no issue. The fact that my clothes smell like cigarettes and they are trying to claim they are clean and wash everything again and charge me for it is very upsetting. In addition we requested Sudshare look for our socks as it appeared on the order we received that our socks we sent out were missing from the bags, however, they could be in a different bag or were packed differently. We have not received an answer regarding this yet.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 11, 2022/11/29) */
  SudShare covered the cost of the re-wash and the customer was not charged to re-wash the clothing, even though the investigation showed that the clothing did not smell like cigarettes.

• Initial Complaint

  Date:11/13/2022

  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.

  My laundry was picked up on Wednesday morning and I was expecting it by 8PM Thursday. About an hour before 8PM a 24hr extension was requester by the sudster, I said okay but only if you have it to me by Friday evening at the absolute latest and he said yes and it would be there by Friday morning, the laundry was not delivered until Saturday at 3:50PM which was unfortunate since I had to leave to go out of town and needed it Friday night. My husband brought the laundry in and did not touch it since I was charged for 56lbs and there was absolutely no chance it was that much. When I returned home Sunday I weighed the laundry and they lied about the weight by 20lbs. When I opened all the bags, it smelled fresh like they sprayed the bags, but after putting taking the laundry out I realized that each individual piece smells like marijuana and smoke. Some of these clothes are my childrens who can not wear clothes smelling like this to school and my husband and I absolutely cannot wear it to work. I tried to wear a sweatshirt from the bags and had a headache within 10 minutes from the smell. Everything is ruined or needs to be rewashed. I have been trying to get a hold of someone for an hour through customer service to get this resolved immediately and am having no luck. I was in contact with someone yesterday but they are no longer responding.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 11, 2022/11/29) */
  We would very much like to make this right for the customer-- both contractors involved in these 2 orders have been removed from the platform, as smoke smells are 100% not acceptable to SudShare, and a customer should never have to worry about their laundry coming back smelling like smoke. In regard to the first order resulting in an overcharge, I see the order weight was adjusted and the customer card refunded the overcharge amount.
  
  It also appears that not all of the laundry from the original problem order was sent out for rewash, so we ask for more information regarding what happened there before going forward.
  
  
  Consumer Response /* (2000, 13, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  All the laundry was not resent because by the time I received a response, I had already rewashed two loads due to the overwhelming smell and since the laundry was a few days late and I needed my children's school and sports uniforms to be washed and ready ASAP. My problem was resolved the next day with a refund and I chose not to send back my laundry a third time since, at that point, my trust in your vetting process was broken. Customer service did help me resolve my problem, but we are no longer interested in the service.

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair 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 Service on 11/07/2022. My Clothes were picked up by Dylan at 245pm. my family and I were expecting the laundry to be the next day no later than 8pm. However, Dylan had requested a 24 hour extension. this was very inconvenient for my entire family. I asked Dylan what time will the clothes arrive because 24 more hours was bit much. Dylan assured me that the clothes would be delivered around lunch time. Immediately after I approved the 24 hour extension, I received a notification saying my clothes were delivered and my card was charged But, I in fact had not received any of my belongings. well, here I am three days later with out any clothing for my entire family. and the support team has completly stopped responding to me regarding my clothes. the only thing I know right now is they can't get a response from Dylan. I really thought this company was a great idea for me and my busy household. I have even referred them to many family and friends. I was really relying on this company because I didn't have the time to wash and fold clothes while being home with two special needs children. now I am so disappointed and full of regret. I can't even begin to replace all that has been taken away from me.
  

  Business Response

  Date: 12/22/2022

  Consumer Response /* (3000, 6, 2022/11/15) */
  ***Document Attached***
  It's been 8 days since my laundry was picked up and never returned. And the business still refuses to respond to me since sending the attached emails.
  
  
  Business Response /* (4000, 10, 2022/11/29) */
  SudShare has absolutely been in direct contact with the customer, even negotiating financial compensation for the lost garments directly, as well as assisting in pressing legal charges against the contractor who failed to return the customer's belongings.
  
  We're incredibly distressed that the customer is experiencing this issue, and we understand her frustration. We are doing everything we can to assist her and have been from the start of the problem with this independent contractor, who has refused to respond or cooperate with the business.

• Initial Complaint

  Date:11/08/2022

  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.

  SudShare took my clothes to be laundered. Their employee has either thrown my clothes away or Sold them.
  I have been using this company for a while. Now that their employee he disappeared with my laundry valued at about 4000.00$ they have not returned my emails as of today. The clothes were taken over a week ago
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 11, 2022/11/23) */
  We are incredibly dismayed that a Sudster has absconded with the customer's bag of laundry, and will do everything possible to assist the customer in filing theft charges against the individual responsible. I am a little confused, however, with some of the details that the customer lists here.
  
  We absolutely HAVE been in contact with the customer the entire time, since the start of this incident, back on Tuesday, November 1st. We were in contact with him nearly every day, excluding a short period from November 4-8 (4 days, over the weekend when the manager handling the case was not in the office).
  
  The customer then sent in a list of items which he states total in value to $5,806.00 (significantly more than he has stated in his complaint here). While the list includes 14 pairs of underwear, 14 men's polo shirts, 14 pairs of men's pants, 3 hoodie sweatshirts, 4 pullover sweatshirts, 2 men's dress shirts, and 28 pairs of socks, the single laundry bag at pickup seems unlikely to have been able to hold that much laundry. I have attached a photo of what the pickup bag looked like, including some of the garments which were in the bag.
  
  Regardless, in accordance with SudShare's Garment Protection Policy, which is found in our app, on the website, and on the order page (which, the customer manually selected at order placement), Support credited his account in full for the full amount of his protection ($1,000), and again offered to assist in pressing theft charges against the individual contractor who stole the laundry. SudShare has followed protocols and policies exactly as found in our terms and conditions, agreed upon by both the customer and the contractor involved in this situation.
  
  We understand that this is incredibly frustrating for the customer, and we empathize completely. We will still do whatever we can to assist the customer in seeking financial restitution from the contractor, including providing all legal documentation and contact information to the local authorities and the customer's lawyer. We have instructed the customer in this matter and await his direction at who to provide the Sudster's information to, so that he can go forward.
  
  
  Consumer Response /* (3000, 13, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The resolution the company offered was their service, Which had all of my clothes stolen. Why would I want to send them back out again with this company. The company has not been responsive as they say, I have tried to reach them multiple times with no responses. The 1000.00 they offered in there services is an insult to the amount of the clothing that was in my bag. I would never ever recommend this company to anyone ! They have questionable business practices obviously.

• Initial Complaint

  Date:11/04/2022

  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.

  I was grossly overcharged related to the weight of the clothes. They listed 187 pounds as the weight of my clothes and charged an additional
  $97 after the initial payment of $90. Let this be a lesson that if you can't call a business and talk to a live person - don't do it. The platform is all they have. When attempting to reach a live person all you get is a constant recording. Find a brick and mortar business approved by the BBB and avoid this nightmare of a scam.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Oh no, we're so sorry to hear this! Overcharging is definitely not acceptable on the SudShare platform. Unfortunately, this order was processed a month ago, and besides a single missed call from the customer, we have no communication from her regarding this issue. She did not rate or review her Sudster in the app, so we had no idea that there was even an issue. At this point, we would be unable to come re-weigh the delivery bags to make a price adjustment for the customer. I do have a photo of the 7 large bags that were picked up that I have included in this response.
  
  In the future, the customer can easily report within the app, using either the rating feature or the instant chat feature, to reach Support with an issue. The customer may also request a callback when she calls, in the case that she isn't able to connect with an agent on the first try.

• Initial Complaint

  Date:11/02/2022

  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.

  My Sudster (Ree from ***** *** stole my laundry and customer service has refused to help me or refund and compensate me, and they are now ignoring my emails.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/09) */
  This is absolutely terrible, and we are so sorry the customer is dealing with this situation. The contractor who the customer contracted laundry services with has become completely unresponsive, despite Support constantly trying to make contact with both the individual and their listed emergency contact. This is incredibly rare and while we won't stop trying to retrieve the customer's laundry, we have offered financial reimbursement to the customer, as well as assistance filing theft charges against the contractor. We will continue to offer assistance and seek to get this situation resolved as quickly as possible, and are still on contact with the customer.
  
  
  Consumer Response /* (2000, 7, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has been very apologetic, gave me the full name and address of the person who stole my laundry and has offered to reimburse me for my losses.

• Initial Complaint

  Date:10/28/2022

  Type:Delivery 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.

  I put in an order for laundry pick up on Wednesday October 26th. Someone responded that they were going to pick up by 8pm the next day. Then, I got another communication that stated someone was on their way. A man showed up and showed me the email that said he was supposed to pick it up and then I communicated with SudShare and they said they removed the first order and then I saw the one with the gentleman go through, He said he would deliver it by 8pm the next night. Thursday night came and went and now it is Friday. I have attempted communication via the app, via response to the email they sent, and calling, No one will respond, ,call me back or assist.
  

  Business Response

  Date: 11/08/2022

  Consumer Response /* (2000, 5, 2022/11/02) */
  Hello. I finally received my clothes. I don't know if that negates my claim? I will not use them again

• Initial Complaint

  Date:10/26/2022

  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 submitted a request for this company to do two loads of my laundry. Ten minutes after placing the request on the app-and a full two hours before the business opened for the day-I attempted to cancel the request because my son's pink eye had become severe and I needed to go to Urgent Care for acute bronchitis. The app told me the ONLY way I could cancel was to call X-XXX-XXX-XXXX. I called the number numerous times trying to get customer service and repeatedly the automated assistant said the ONLY way for me to get help was using the "help center" on the app. I returned to the app and the same thing happened: I was directed to that phone number. Finally, before rushing to the hospital, I deleted the app hoping that would delete my info and make it clear I didn't want the service. Shortly after 3pm, I received an email from Moshe ******* ********* if *********** saying I'd missed the pickup and will be charged an additional $10!!!! I never received a call, message, or knock on the door. I don't want this service now or ever again.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 7, 2022/11/09) */
  We're very sorry to hear of the inconvenience that the customer placed when trying to cancel her order. I can see that she tried calling a total of 4 times, within a 2 minute time-frame, and did not request any callbacks or leave any voicemails, so unfortunately we were not aware of her need to cancel.
  
  When she deleted the app, she deleted the ability of the contractor to reach her regarding pickup, and we can see that the contractor sent 5 separate messages to the customer, between 6 AM and 3:30 PM, trying to contact her.
  
  We have gone ahead and refunded the customer the $10 missed pickup charge, and again apologize for any inconvenience she faced trying to contact Support.