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:05/23/2025

  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.

  Nature of Complaint:Billing Issue, Unfair Business Practices, and Withholding of Personal Property Complaint Details:On April 3, 2025, I signed up for laundry service with HappyNest. The company advertises a flat fee of $29.95 per 13-gallon bag, but at no point during the signup process was I advised that I would be required to use specific bags or that personal laundry bags would be converted into multiple chargeable units.I submitted three medium-sized personal laundry bags. HappyNest later attempted to charge me for seven bags, claiming that my personal bags exceeded the size of their standard. After I challenged this, they admitted the charge was incorrect and revised the invoice to six bagsa 14% reductionproving their initial charge was arbitrary.Despite my objections, HappyNest continues to insist that I pay the full (revised) charge of six bags, which amounts to over $170, before they will return my laundered clothing. They are refusing to release my property, despite the fact that the terms of this pricing model were not presented before the service was rendered.I have made multiple reasonable requests for:An itemized explanation of the charges,A return of my clothing without coerced payment,Fair resolution based on transparent pricing.HappyNests refusal to release my belongings unless I pay a disputed and previously unagreed-to charge constitutes bad faith, deceptive billing, and potential conversion of property. Their conduct is coercive and inconsistent with consumer protection principles.Desired Resolution:1. Immediate return of my clothing.2. Cancellation or revision of the invoice to reflect fair, disclosed pricing.3. Written acknowledgment that no further billing will occur unless mutually agreed upon in advance.

  Customer Answer

  Date: 06/03/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/22/2025

  Type:Order 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.

  Date of transaction: 5/16/25 Amount of transaction: ***** My laundry was picked up May 15, 2025. Laundry was dropped off the next day; however, it wasnt my laundry. I called customer ********************** who informed me that an investigation would take three days. I received a call on May 19th that my laundry had been located and was being rewashed for next day delivery. I received my laundry on May 20th. I sorted through the laundry during the day on May 21st. There were 4 pairs of pants and a laundry bag that did not belong to me included with my laundry. I then later discovered that I am missing a bath towel, socks, and a lululemon t shirt. The company brands itself on next day delivery. I didnt receive next day delivery of my clothing. In addition, I am missing items of clothing. And lastly, this has been a very frustrating and stressful experience. On the website it boasts about how all laundry is kept separate from other customers **********************; however, it was only when speaking with a company representative that while clothing is washed separately from other customers **********************, there is a possibility of items getting mixed up on the folding table.

  Customer Answer

  Date: 06/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/20/2025

  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 am filing this complaint due to the severe mishandling of an order involving 3 brand-new State and Liberty suits and 8 dress shirts (14 items total) that were entrusted to a laundry service on May 2, 2025 (Invoice #*******). These items were expensive, newly purchased, and a critical investment in my professional wardrobe.Despite multiple follow-***, the service has failed to locate or reimburse me for the missing items. I know firsthand that laundry mix-*** happen, and Ive previously helped return misdelivered items myselfbut in this case, the company has offered no acceptable resolution. This loss is not just inconvenientits having a direct impact on my ability to work and make a living. I live paycheck to paycheck and cannot afford to replace these suits on my ****** make matters worse, I scheduled another regular laundry pickup with this same company before realizing the issue was unresolved. They currently have my clothing again, and I am now fearful that more items could be lost. How can any customer feel safe using a ********************** that fails to take responsibility for such a costly error?At the very least, I am demanding a full credit or reimbursement for the value of the lost items, to be used toward replacing them directly from State and Liberty. The companys lack of urgency and empathy has only added to the financial and emotional stress this has caused me.

  Customer Answer

  Date: 06/01/2025

  I sent five brand-new State and Liberty suits and eight dress shirts to HappyNest on May 2, 2025. Only two suits were returned. Thats over $3,000 in missing professional clothing gone.
  
  
  When I contacted them, they gave me the same photo of a single jacket (not even a full suit) that I had already received at the very beginning. Despite weeks of back-and-forth, no further photos, receipts, or video footage were ever shown to confirm their claim that everything was returned. In fact, they later told me the footage may not be retrievable so how was it ever reviewed?
  
  
  They also claimed that their on-site managers had reviewed the footage and confirmed all items were returned, but when I asked to see it, they said the footage was no longer available. That contradiction was never explained.
  
  
  To make matters worse, their final explanation was that the missing items may not have been sent at all a completely false and offensive suggestion, especially considering they picked up sealed, labeled laundry bags directly from my residence. Ive been a longtime customer and even once received a full bag of someone elses clothing, including baby items which I personally returned. Mistakes happen. But the real issue is how a company handles those mistakes. In this case, they didnt.
  
  
  Their final response? Investigation closed.
  No refund. No replacement. No accountability.
  
  
  I informed them that any further communication outside of reimbursement would proceed through the court system.
  
  
  After this experience, I looked deeper and found that this is not an isolated incident. After checking Yelp, ******, Trustpilot, and other BBB complaints, its clear this is a very common occurrence. There are dozens of customers reporting similar experiences missing items, no reimbursement, evasive responses, and premature case closures.
  
  
  So heres my honest advice:
  Use HappyNest only if youre okay with the risk of never seeing your items again. The convenience means nothing when they lose something important and then refuse to take responsibility.
  Never send them anything you cant afford to lose.
  
  
  
  
  
  
  Request for BBB Mediation:
  I respectfully request that the Better Business Bureau escalate this complaint for formal mediation, or otherwise intervene on behalf of consumers to address what appears to be a broader and recurring service issue. I have made every reasonable effort to resolve this directly, and am now seeking BBB support in obtaining reimbursement or appropriate compensation.
  
  
  Thank you for your attention and assistance.
  
  
  

• Initial Complaint

  Date:03/23/2025

  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 3/14 I dropped 4 bags of soiled laundry in front of the shelter where I stay on 3/19/2025. Did 2 bags of laundry through the service Happy nest is refusing to bring me my laundry back and is sending pictures claiming they attempted to leave the laundry past laundry still stinks after drop off

  Customer Answer

  Date: 04/02/2025

  I have not heard from the business in response to my complaint.

  they returned my clothes on 4-2-2025 at approximately 6:00pm.

  they gave me one bag of clothing and charged me for 2.

  they also wouldnt drop off my clothing unless I scheduled a pick up so I ended up  sending laundry in order to get my clothes. 

• Initial Complaint

  Date:01/24/2025

  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.

  I used the happy nest laundry service for the first time on 1/20/2025. I sent a large trash bag of clothing to be washed and upon delivery literally half of my clothing was missing. I am missing multiple outfits, all of my under clothes, all of my pants, bottoms to pajama sets and half of my childrens clothing. I have been in contact with Happy Nest customer ********************** since 1/20/2025 and they stated that they are trying to recover the stolen items but if they are not able to a Happy Next credit will be applied to my next order. This is ridiculous being as though I do not plan to use happy nest services ever again since this has occurred. I would like to report happy nest as a company because this policy is absolutely obscene. I have took a MAJOR loss on my clothing and they dont seem to care one bit.

• Initial Complaint

  Date:11/22/2024

  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.

  Theres no doubt that this business STOLE clothing from me. The items were placed in the bags by me, picked up, washed dried, folded and returned the next day with 3 items of clothing STOLEN! A mens xlg black hoodie with small Milwaukee (tools) tag on front and medium green womens top and matching outfit. *** called **** in customer ********************** here in ********,** and bla bla bla. In other words nothing to be done regarding their taking responsibility for these items. STOLEN ITEMS. The hoodie well sought after and green outfit new and beautiful!! Of course, all the other items not worth stealing and returned. Did they really think I wouldnt notice? And if I did notice what can I do about it?!!! The hoodie was $60 and the green outfit was $45.

• Initial Complaint

  Date:11/12/2024

  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.

  Happy Nest stole or lost our clothes and will provide no compensation for their carelessness. I have presented receipts.They provide zero update on their "investigation"Do not send anything there you want to see again.

• Initial Complaint

  Date:10/22/2024

  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.

  I scheduled a pickup for laundering my blue comforter on Tuesday Oct 15th 2024. The drop off for the comforter was scheduled for Wed, Oct 16th. The pickup was completed on Tues as instructed. On Wed, I received a pack of white towels with my name on it. I immediately contacted the company requesting an investigation of what happened to my comforter. I have been told they were investigating it for the last week. After several calls, I was told yesterday they found it but cant reach the facility manager to schedule a delivery. In each case Ive had to reach out to them, and they have stopped answering my calls. Ive had to communicate through text and email. When I requested to speak w/ the facility manager, I was told they were still trying to reach her. IF they have found the comforter, I dont understand why theyre having difficulty returning it or compensating me if they havent found it. The service and communication has been appalling. I would like my comforter in the good condition they received it in or compensation for the comforter and cleaning payment.

  Customer Answer

  Date: 11/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/11/2024

  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 September 10th and September 17th, I sent my laundry (2 bags each time) out for pickup by Happy Nest. It was washed and returned to me, however, a number of garments were returned with rust brown/yellow staining on them and several pieces with blue staining. I contacted customer ********************** and was initially told that it looked like it could be from detergent. They offered me a $10 credit towards my next service. I explained that between the four bags, I had almost a full bag worth of clothing that was now stained. They said that they would reach out to a manager and get back to me with a solution. Upon reaching back out to me, they now told me that the staining on my items was from previous staining on my baby's clothing. I explained that this made no sense as the staining was not just on my baby's clothing, but on mine and other family's clothing as well and the bags sent on the 17th had the same staining and were not washed with any baby clothing as I had only sent out the adult laundry that time. I was then told that there was nothing they could do, because it was previously stained. I explained that several of the items were brand new and were being washed for the first time, so I knew they were not previously stained. I asked for them to escalate my case and issue a full refund to me for the two orders as a refund and not as a future credit as I was not going to be a returning customer. They then stopped responding to me.

  Customer Answer

  Date: 10/22/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:09/13/2024

  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 received a call informing me that my clothes were missing and they would follow up with me. There was not follow up. Then, at 6:50 pm on the same day, they lied and sent a notification stating that my clothes had been delivered but I have not received my clothes. They also charged my card even though they have not returned my clothes and claim to have lost them. The delivery driver did not take a picture of the bag in front of my door. Additionally, the laundry bag he sent a picture of was not mine because the letters on my bag are beginning to fade out unlike in the picture.I have shared screenshots of the messages I received from them. Additionally, I included a picture of my bag and that they usually take when delivering clothes that (the August 30, 12:13 pm picture) and if you compare to the September 13, 6:50 pm picture you can see the bags clearly are not the same and they usually take a photo of the bag in front of my door.

  Business Response

  Date: 10/02/2024

  Brandi did reach out to our customer support team to report this issue. We worked with our local team to locate the missing laundry and get it returned to the customer. This issue has been resolved and the customer has another scheduled pickup with us. Thank you.