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:10/18/2022

  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 was given back someone else's cheap sheet set, their UNDERWEAR and another item that wasn't mine. My $100 bamboo sheets were not returned to me. I tried contacting customer service. There is no one to speak to, they make you chat through an app. I was told I would get an email. An email, really??! I haven't received an email. I now have no sheets. I was told to leave the items that weren't mine on my porch which I did. I want my sheets and or $100 reimbursement. I am probably missing other clothing items that I just haven't noticed. The WORST experience I've ever had. Would NEVER recommend this company. My items were clearly laundered with someone else's which does not seem appropriate.
  Date of experience: October 16, 2022

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 11, 2022/11/09) */
  We're so sorry for the slight mix-up, as it appears the wrong sheets were included in the folding of this customer's laundry. We immediately resolved the issue, and I have included a photo of the correct sheets being delivered to the customer, who confirmed she received them. We hope to be able to make this mistake up to you soon!

• Initial Complaint

  Date:10/12/2022

  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've used this service three times and have had two separate bad experiences. The first time some of my whites (expensive sheets) came back grey and had obviously been tossed in with darks. Customer service just told me they contacted the sudsier and that she said that didn't happen and made no further effort to solves things. The second time was great so I figured the first time was an anomaly. The third time my clothes came back smelling vaguely of mildew and cigarettes. Not at all fresh. Some of them were damp as well. I contacted customer service and the told me not to unpack my laundry (I already had) and to put in a new order and they would credit me and investigate but if they thought my laundry smelled fine they would take away the credit. I told them I wanted a refund to my original payment method and haven't heard back.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 19, 2022/11/29) */
  We're so sorry to have let the customer down, twice. We've reviewed this account and refunded the customer in full for the recent order which was returned damp-- we hope she will respond to our email, we would like to make this right with her.

• Initial Complaint

  Date:10/07/2022

  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 used this service to launder 6 contractor bags filled with clothing and bedding. The person the company hired stopped communicating with me and has not delivered anything back to me. It's been 6 days and have not received a single item back yet. The company initially told me the sudster Angela was unresponsive to them as well, now they are claiming an emergency, but that was days ago. Still nothing back. I will be filing a felony theft complaint with local law enforcement because of the sheer volume and costs associated with replacing everything. They also refuse to answer the phone and take hours to respond to anything.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 13, 2022/11/09) */
  We're so sorry for the delay the customer experienced with her order; her contractor had a tragic emergency prevent her from being able to complete the order on time. We immediately found another contractor to take over the order, which was processed and delivered to the customer, who was not charged for the service.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair 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 paid Sudshare to wash our clothes. When they were returned they ruined several of our clothing items worth a total of $164, as well as kids clothes. They refused to refund the money. The cost of services were far less than that of the ruined articles of clothing.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 23, 2022/11/29) */
  The order in question occurred over 5 months ago, and the customer reached out more than a week after service to claim that items had been damaged. We originally credited the customer to assist with his initial complaints, and after that interaction the customer continued to state additional concerns. We informed the customer that, as per our policy, claims of damage must be made within 48 hours of delivery, alongside the original complaints, not 8 days later, as unfortunately we can not cover complaints made that late following delivery.
  
  The customer has disputed the charges with their credit card company and is no longer considered a customer with SudShare. We're very sorry to hear that the customer did not enjoy their service, even though they continued to place orders after the order they stated damage and problems with.

• Initial Complaint

  Date:10/05/2022

  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 place order for my clothes to get wash they never bring my clothes back I had over 400 dollars worth of clothes they wash
  

  Business Response

  Date: 01/02/2023

  Business Response /* (1000, 13, 2022/11/09) */
  We're so terribly sorry for the awful experience this customer had, when a contractor failed to return her laundry. SudShare went above and beyond in their Garment Protection Program and reimbursed the customer directly, and we can see the customer has continued to place many more orders with SudShare, rating them all 5/5. We're very happy that we were able to come to a resolution and that the customer is satisfied and happy to use the service still!
  
  
  Consumer Response /* (3000, 15, 2022/11/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No I need a refund of like 600 dollars that's how much clothes I lost

• Initial Complaint

  Date:09/30/2022

  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.

  On Sep 21,2022 I placed an order for laundry to be picked up, washed a folded and retuned within 24 hours as advertised on their app. A sudster stopped by picked 4 large bags of laundry from my door step. After 24 hours when the laundry did not show up, I sent a messaging asking for the delay and I was told the laundry will be delivered next day on 09/23. Late in the evening on 09/23 when I was expecting the laundry to be delivered, I get a message through the app that my laundry is transferred to another sudster and immediately after that I get an order cancelled notification erasing all details about the laundry I provided. A new sudster started a new order with incorrect details and told me that my laundry was not ready and that they will get it ready but need the weekend to deliver. On 09/26 when the sudster came by finally, it was half of my laundry. When questioned they showed various bags of other people laundry and we had to dig through those to uncover some pieces. I immediately launched a complaint about all the missing clothes. After a lot of back and forth, they asked me to submit a list of all clothes lost which I did. They tuned around and gave me $200 app credit to use for their services in future and said they will not act on to any further. I lost clothes that are more than $1000. I need help getting reimbursement for the loss I incurred. Any I request BBB to take a closer look at this business that is cheating people. I have all the records of the conversation with the sudster and customer support.

• Initial Complaint

  Date:09/28/2022

  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 got my laundry back and, while my sudser has done my laundry before and is very nice, this time it was wrinkled and damp, so things smelled like mildew. There are several items that were washed with something dark and have been discolored. I have many things that are now ruined, including an expensive set of sheets and articles of clothing. I always purchase the most expensive insurance I can for these very reasons. I contacted them a few days later, as I was battling a tough case of Covid, and was told they would do nothing because it was outside of a 48hr window, which I had no idea they had. The person I corresponded with told me to send him pictures, even though they wouldn't do anything. I didn't want to keep going back and forth with him. You can't smell mildew! I am so disappointed in this company that I have deferred others from trying them and have not used them since.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 6, 2022/10/03) */
  We're so sorry to hear that the service was not up to standard for this customer. I do see that we requested photos to investigate, but the customer never sent any photos. The customer reached out 10 days after delivery, and we require notification within 48 hours to investigate for a rewash or for compensation for damaged garments.
  
  At this point, 2 months later, especially without the photos, it's unfortunately not possible to investigate to determine the cause of the damage.
  
  As advertised, we wash laundry in cold water, dry on normal heat, and use only premium detergents approved by Consumer Reports. We launder in sanitized areas, separate colors from whites, and don't use any additional products without customer permission. There is no part of our laundering process that is unique to what you would do at home and that could cause stains. That's not to say that item(s) aren't stained; maybe they were stained before picking up or after delivery; maybe the fabric from another garment caused the stain; maybe that's how the garments reacted even while being laundered properly. Maybe a non-laundry item was left in a pocket. There are many possibilities, but without an investigation, we cannot offer the compensation the customer is seeking.
  
  
  Consumer Response /* (3000, 8, 2022/10/01) */
  This order was also not delivered until 10pm.

• Initial Complaint

  Date:09/28/2022

  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 Friday 9/9 the sudster Sarah reported she picked up 0 bags of laundry. On 9/10 she dropped off two small plastic bags of laundry. I have her of video picking up 2 oversized laundry bags valued at over $300. She charged $27.24 and returned a fraction of the laundry she picked up. I have emailed several times and I have sent the videos of the woman picking up my laundry, putting it in her car, and then the next day when she returned with hardly anything. When I reached out to customer service the sudsters response was, "it was only one little bag of laundry I return two bags back to her I only had 2 orders that day and I never do 2 different orders at the same time" and so then sent the video footage. I never got a response. I have emailed three more times and I am being ignored. I have spent over $1000 with this company and have been a loyal customer but over $300 was stolen from me and their response is to ignore me after I have sent them video evidence. #SXXXXXXXX is the order number. I would like them to either return my laundry in full or pay the cost of the laundry that was stolen.

  Business Response

  Date: 12/26/2022

  Consumer Response /* (3000, 8, 2022/10/17) */
  ***Document Attached***
  After reading the outcome, I realize that my video must not have been attached properly, otherwise you would clearly see the differences in the amount of laundry that was picked up and which was returned. I am attaching the video as well as screenshots from my hidden security camera.
  
  
  Consumer Response /* (3000, 12, 2022/10/18) */
  ***Document Attached***
  Sorry, THIS is the time stamped video.
  
  
  Consumer Response /* (3000, 13, 2022/10/18) */
  ***Document Attached***
  Thank you so much for leaving me a voicemail. I hate sounding so rude online and it may be silly to push this so hard but I really appreciate y'all looking into this. I've had multiple bad experiences with SudShare (and great ones too, to be fair) and this was kinda my final straw.
  
  
  Business Response /* (1000, 18, 2022/11/09) */
  ***Document Attached***
  After multiple reviews of the video that the customer sent us, it appears that the same amount of laundry that was picked up was returned back to the customer. 2 medium-sized bags of laundry were picked up, and I have attached the delivery photo. 2 bags, weighing a total of 26 pounds, were returned on time to the customer. We're terribly sorry if there was any sort of miscommunication or misunderstanding, but it really does appear that the same amount of laundry that was picked up was returned, just well-folded and condensed neatly.
  
  We see that the customer has continued to use the service many times since this incident, rating 5/5 every time, so we do hope that they are still enjoying using SudShare and that we can continue to provide excellent laundry service going forward. Our Support Team is always happy to help and investigate any complaints very thoroughly to find the best possible resolution.
  
  
  Consumer Response /* (3000, 20, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The fact is, I am not a liar and my laundry was stolen. Two humans were required to carry two large bags of laundry, but what comes back is in plastic sacks? That denies physics. I only use Marqueti on the app as she is the only one I have met and trust anymore. Have you looked at Reddit? This happens ALL the time and Sudshare never responds which is why I have ONLY used Marqueti since my laundry was stolen. I rate her alone 5/5 stars and typically tip her $15 because that's what honesty and trust means to me. So, I only use your app to have Marqueti do my laundry. I'm upset at the principle and that this company continues to get away with this. I spend $300 in laundry very often. I have ignored laundry that has come back ruined and I never complained I just switched sudsters. Laundry has come back stinky, wet, and unfolded but I didn't complain. Thousands of dollars in curtains have been ruined. My sectional seats, ruined I didn't complain because honest people did honest work to the best of their ability and I appreciate that. I will complain however, when $300 of stuff is blatantly stolen and the company refuses to take any accountability, ever. After researching further it's criminal what Sudshare gets away with my simply disappearing from customers.
  
  
  Consumer Response /* (3000, 23, 2022/11/16) */
  ***Document Attached***
  This was the last time I used the app, when Marqueti did my laundry. This is less than half of what was washed the time things were stolen, and it's still more laundry. In the photo I only used one laundry basket. This is a screenshot I took from the SudShare app.

• Initial Complaint

  Date:09/21/2022

  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.

  SEPT14: Told by Sudster at 10am clothing would be picked up by 12 PM. Messaged sudster at 12:30pm who said she didn't see my messages and would pick my clothes up in the next 2 hours. She continued to delay pick up for 6 hours and then stopped answering. I contacted SudShare at 7pm (their last pickup is 8pm) and they reassigned me a new sudster at 7:45pm before contacting her. I went outside and found my clothing gone. Sudster never notified me on arrival nor upon pickup (sudshare policy). Contacted Sudshare and they reassigned her to me within 2 hours.
  
  SEPT15: Asked Sudster for update on drop-off time (Sudshare policy is 8pm) at 5pm. Was told she'd drop off clothing at 8:30. At 8pm she messaged saying she actually meant 9:30. Clothing still not dropped off at 9:45 so contacted sudster. Was told she was waiting to get relieved from work and then would head here. Messaged Sudster at 10:45 with no response. Sudster replied at 11:30pm that shed drop off my clothing at 11:45pm.
  
  SEPT16: Reached out to SudShare requesting a refund due to lack of adherence to their policies and poor communication. I was told refunds weren't offered and was given a $10 credit for my next order. I explained I wasn't going to use them again after the situation and got an inappropriate response including an emoji. Was transferred to manager for further support, who gave me another $5 credit and still refused to give a refund.
  
  SEPT17/18: Unpacked clothing and they were poorly folded, had debris and dirt on them, and my laundry bags were missing. Contacted manager who would "look into it" and he never got back to me.
  
  SEPT20: Still no reply so contacted manager as I had bought Sudshares "insurance" and wanted a refund for my bags. He gave me another credit. As a credit would not buy new laundry bags (which were new) and I was not going to use the app I asked for a refund. Was told that only credits were given. I replied quoting their terms/conditions on refunds and got no response.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/22) */
  I am so sorry for the terrible time you have had with this most recent order! I see that when you began using SudShare, you had pleasant experiences, but understandably, this one has been very frustrating, and we absolutely want to make this right with you. To be clear, SudShare states both on their website as well as in the app that any compensation for lost or damaged items is given in account credits only, so that is why credits have been offered to you by management. I also see that this situation is still being addressed, and you should expect to hear from Senior Management shortly to continue working on this for you. It is our goal to make sure you are satisfied and happy with the outcome, please keep an eye on your emails.

• Initial Complaint

  Date:09/16/2022

  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 used this app for the first time on Tuesday, requesting a 1-day turnaround (as advertised). A few hours before the scheduled drop off, the sudster asked for a 3-hour extension, which I approved. When it was time for her to deliver my laundry, I was unable to get ahold of her. I found out the next morning that she had a medical emergency and would be unable to deliver my laundry. I've been begging this company to have someone return my clothes to me. It has been 3 days and they continue to give me the run around, promising delivery times that never come to fruition. Please avoid this company at all costs. I'll be surprised if I see my clothes again. Their customer service is just awful. I've been ignored so many times. I'm appalled they're still in business. Please find another service!
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/22) */
  We're very sorry for the unforeseen delay in getting your laundry delivered back to you, our Sudster did have a very serious medical emergency and was sent straight into life-saving surgery, with 3 active orders. Support did their very best to find another Sudster who was able to get to the hospital to take over those 3 orders, of which the initial Sudster had finished yours and it was ready to go. As soon as we found a new Sudster to take over, we sent her to the hospital, and she picked up all 3 orders and immediately delivered yours to you first. I see that SudShare covered the cost of this order, as it was originally due back on September 14th but was not returned until September 16th. I also see that SudShare added credits to your account for future orders, to apologize for this inconvenience. I am a little confused by your statement that you were ignored, as I see that Support was in contact with you the entire time. Is there something we could have done better for you? Thank you so much for your feedback! I have attached a photo of the delivery for reference.