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:09/08/2024

  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.

  The company lost my laundry are not paying the value of the clothing (******). We have received no compensation at all logo Invoice Invoice for: ********* **** Billed to: ********* S **** No.: ******* Pickup Date: Jul. 2, 2024 HappyNest ********************************************** ************** Laundry Washables: 3 bags $89.85 Summary Invoice Subtotal: $89.85 Credit: (- $10.00)Service Fee: $2.99 Total: $82.84 Your Billing History

  Business Response

  Date: 10/02/2024

  Hello, we have compensated this customer for the missing items at the maximum compensation allowed under our protection plan. A compensation check has been mailed out to the customer. 

• Initial Complaint

  Date:08/27/2024

  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.

  Laundry bag and some of the items in it were not returned. Overcharged as well. When I emailed, they would only give me a credit and not a refund despite me telling them I will not be ever using their services again. Ignored the fact that items of mine were stolen. May need to speak to the local police department.

• Initial Complaint

  Date:08/08/2024

  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 sent my clothes back to me smelling horrible and not following the instructions I listed asking them to wash them separately. They also billed me incorrectly. They had originally told me it would be a charge by the bag, but instead charged me by weight. After complaining about all of these things, I was told I would be refunded (which I never fully was) and offered to have clothes rewashed. I agreed and sent the clothes back in, this time I did not include my comforters. I received the clothes back with almost every item stained or with a hole that looked like a pair of scissors cut them. I also was charged for this. I immediately contacted them and they asked for proof. I spent hours taking pics of every single item (more than 60) and when I asked how to send it since it was so large due to the amount of pics, I was told I needed to only send 10. Which would have been nice to know prior to wasting all my time. I had marked that bleach not be used on my clothes and mentioned some of the stains looked like bleach stains. They got back with me more than a week later after I had to follow up and told me because they did not use bleach since I marked them not to, they aren't going to reimburse me for the damages since they look like bleach stains. I had told them most of these items had just been purchased which I could provide proof and receipts to show and would show this would be very abnormal to have that much damage on that many items that were brand new. Most of these things were worn ONE time only before sending them in. This is a terrible way to do business. Now I am out all of my new clothes and the only clothes that fit me. I am a single Mom and do not have the money to replace them and trusted that Happy Nest would hold up their end of the deal if something happened and they came back damaged but instead they did not and don't even pretend to care. I will be taking this to small claims court if this is not resolved! This is my attempt prior.

• Initial Complaint

  Date:07/15/2024

  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 Happy Nest service my laundry was picked up on Thursday 7/11/2024 and dropped off on Friday 7/12/2024 and I am missing lots of clothes I have 2 pajamas sets that only came back with bottom my daughter has pajamas missing top and another whole set of pajamas my son is missing at least 10 shirts, underwear and socks I am missing four shirts that I know of my son is missing two pairs of shorts my daughter has three summer outfits two missing tops and one missing shorts and she's missing underwear at least 1/4 of my clothes are missing and I feel like customer service is giving me the run around and doesn't care about people's personal items

  Business Response

  Date: 07/16/2024

  Hello, this customer has reported the missing items to us and we are actively investigating this mater. We have informed her of this fact, so I am not sure why she feels she is "getting the runaround" We will follow-up with ************* as soon as we have an update for her. 

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising 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 may 12 I had my clothes washed by happynest. I approved my payment then once they delivered they canceled my payment and charged me more. Then after a week I went to open the bag my 2 comforters were in and they had mold due to them putting them in the bag wet without telling me . I have no car and I work all day so in order to have a blanket to cover up with I had to spend ***** on uber then an additional ***** to wash them. They refuse to give me a credit and asked to wash my my comforters this is ridiculous and they rip off customers

  Business Response

  Date: 06/06/2024

  Hello, please note, the customer is incorrect about the date of this service. It occurred on 4/17/24, not 5/17/24. This customer did not report this issue to us in a timely manner. We state on our website that all issues must be reported with 24 hours of receiving the laundry back. This customer did not report this issues to us until 2 weeks after the laundry was received back. We still offered to resolve this issue with a free rewash of the item to retore it back to the original condition. The cust refused this offer as they had already purchased a new comforter, but had they reported it to us in a timely manner, we could have resolved the issue before they did that. In addition, the credit card this customer provided to us to use declined when we tried to process it. So this customer still has not paid for the services we provided and owes us $145.65. Please let me know if you have any other questions or need any additional information. 

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a $30/bag service then was charged by weight of the laundry instead and was charged for two bags. Company stated because it was the initial service and after would be 30/bag using their bags. I used their bag for the initial service because the landlord left one in my apartment.

• Initial Complaint

  Date:09/20/2023

  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.

  My first encounter with HappyNest (online laundry pickup and delivery service) was late July of 2023. On the first pickup they double charged my credit card about $75 as a preauthorization (I don't have exact amount as I've had to close that account on advice of card company). I'm fine with a pre-auth, I use Kroger for groceries every week. But not twice for the same amount which seemed high to begin with. This was before I received any kind of invoice. My invoice amount was $55 or thereabouts. They apologized for the double authorization and issued a credit. I have saved emails with all of this information. So, I gave them a second chance because I need someone to do my laundry, I am homebound with COPD. On the second pickup and delivery there was a piece of clothing that was not mine in with mine. It was very ragged and looked like a cleaning cloth made from woman's article of clothing. I contacted the company and they set up a pickup for the following morning. The guy came and picked it up and told me to call him if this happens again as they will charge me $10. Just a few minutes after he left my apartment I got a text that I was being charged $10 because no one was home for pickup. The guy took the article of clothing with him. I check my credit card and there were two $10 charges. And one for $5 which I had given as a tip the day before when he picked up. Again, double pre-auth charge. And why was I being charged for the pickup? Again, they apologized and said thy guy hit the wrong button. By this time I was very skeptical because they weigh the clothes to issue the pre-auth. I was told dirty clothes weigh more than clean clothes. If that's true, fine, but why such a big difference in charged amount? It's almost like they're fishing to see how much can go thru. I don't know but it's stressful and I have a new card. They are wanting me to pay them an additional $43. I refuse to pay and do not want them having any info on my new card.

  Customer Answer

  Date: 10/01/2023

  I have not heard from the business in response to my complaint. They continue to send me invoices for $49.67 every other day or thereabouts. I have saved a few but send most to email trash.

  Business Response

  Date: 10/30/2023

  Hello, we did not receive any prior notifications regarding this complaint, sorry for the delayed response. This customer does own ********************** $49.67, this is for services that were provided on 8/17/23. There are no double preauthorization's on this customers account. She was charged a $10 missed pick up fee on 8/17/23, but that was voided/refunded as it was in error. If the customer no longer wishes to use our service' going forward, that is certainly her choice, however she does owe HappyNest the $49.67 that she has failed to pay for the services she did request and we did provide on 8/17/23. Thank you. 

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I began doing business with these people in good faith. i gave them a second chance after they initially double-billed my credit card on first service request. Interestingly enough, the emails referring to this have disappeared from my ****** account. I DID NOT DELETE THEM. These are the types of people who I do not wish to have anything to do with. They are NOT getting any info on my replaced credit card. All the time spent trying to fix issues was worth way more than what they're saying I owe them. I will never pay this invoice and will share my experience with others.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/11/2023

  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 went to *************************** (now owned by HappyNest when HappyNest bought out the brand ************) located at *******************************************************. I washed my 2 weeks worth of clothing on high heat with an extra wash added, and dried them on high heat. The washers there do not rinse the soap out of the clothes. The dryers on top of the fact that they do not dry clothing fully after 1 hour & 30 minutes (the lowest amount of time before the start button becomes active). The dryers will also eat your clothing as you are trying to dry. Which for me ruined 16 T-Shirts, 14 pairs of socks, 14 pairs of underwear, 2 pairs of shorts, and 1 reusable face mask. All soaked, covered in drum grease from the dryer, and all have holes in them now. The charges come up to $386.47 for all of the clothing they owe me for from the dryers damaging my clothing. Laundromat in question told me to contact corporate. The customer service representatives at corporate keep giving me the run around, and refuse to pay what they owe me. Falsely stating that they do not own the brand of laundromats called **********************. When their own website along with the **************** website states that they do. The HappyNest even lists the ********, ******** location as a laundromat they own.

  Business Response

  Date: 09/13/2023

  Hello, we have spoken with **************** and have attempted to explain to him that his issue does not involve our company. HappyNest does not own ***************************. HappyNest is a tech company that partners with laundromats across the US to help them manage and grow their pick up and delivery business only. HappyNest does not own any laundromats. Each laundromat we partner with is independently owned by individuals who have entered into a third party contact with HappyNest as independent contractors. We are only involved in their pick up and delivery business. We have no involvement with their physical laundromat locations and the walk in or drop off business those locations do. We are located in ************** **. We have explained this to **************** and advised that he would need to contact with the owner of ********************************* to resolve the issues he experienced when he used their laundromat do do his laundry as a walk in customer at their physical location. Thank you. 

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied with their response because their own websites disprove the false claim in the response they have given. They do in fact own ****************. HappyNest is the corporate office of ************. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/15/2023

  Hello, I am sorry for the confusion but that is incorrect. There is no where on our website that it states we own any laundromats, that is simply not the case and not our business model. What you are referring to is out service area coverage section. We do state here that we provide services in your area, which is the case. Those serices are performed by the local laundromat we partner with, but do not own. And again, we only offer pick up and delivery services. Thank you.  

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  HappyNest keeps pushing a false narrative. Both their own website ( ***************************************************** ), and ********************** ( *************************** ) website lists them owning ************ laundromats including the one in ******** ******** as one of their laundromat facilities. Which they continue to deny owning just to try, and get out of paying me what they owe me for my destroyed clothing.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:09/06/2023

  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 Happy Nest once. They lost laundry and destroyed valuable sweaters. After months of back and forth they issued a ck for $300 and after depositing that ck it was returned for insufficient funds. My laundry that was returned was washed in dirty water and smelled awful as well.

  Business Response

  Date: 09/13/2023

  Hello, *************** did notify us that the compensation check we provided was not honored by her bank. We did issue her a replacement compensation check on 9/7/23. This issue has been resolved. 

  Thank you. 

  Customer Answer

  Date: 09/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:07/21/2023

  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.

  - Date Happy Nest laundry service picked up from **************************** for ***************************** July 5, 2023 - Date Happy Nest laundry service debited bank card July 6, 2023 for $51.99 - Laundry misplaced resulting in more than 1/2 the amount of clothes missing (see list on attached support ticket) - Requested full refund of laundry fee of $51.99 + $200.00 to replace all missing clothes. Total amount requested $251.99

  Business Response

  Date: 10/30/2023

  Hello, we are sorry for the delayed response, we had not received any prior notification of this complaint. This is in reference to an account with us under the name *****************************. We provided services for this customer on 7/3/23, this was the only time we provided services for this customer. They did reach out to us on 7/11/23 and stated that they were missing laundry. We responded to the message also on 7/11/23 and asked for specific details on what item(s) were missing so we could begin researching the issue. The customer did not respond until 7/27/23 and stated that they were missing only 1 item, a red babydoll woman's maternity top. We researched this, including our local facility manager reviewing camera footage of the customer laundry being services and we did not see a red maternity top included in the customer laundry, in addition, we did not find this item left in our shop and no other customer reported receiving this item incorrectly. We concluded that the item was not submitted to us for services and responded to the customer with this information. The customer never sated that they were missing any additional items other than the red babydoll maternity top. Here is a copy of the email correspondence the customer sent to us informing us of the missing item:
  

  *****************************
  Jun 27 07:04 pm
  To:Support
  Show more
  
  Hello,
  I'm missing a red babydoll woman's maternity top from my laundry that was delivered Monday.
  ***************************;