I spent 130 on servises, they lost my suit trousers, pyjama bottoms, some stuff came back unclean, told me it was my fault, could make the driver understand, they told me it was my fault, they don't e... See more
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See what reviewers are saying
Used City Laundry App service while staying in a hotel in London. Picked up at short notice by 1pm and returned at 6pm same day. Laundry perfectly cleaned, dried and folded. Staff allowed me to pay... See more
Returned a wash with black dye leaked all over it then said they wouldn’t talk to me because the care labels didn’t match the service (they did) before arranging the items to be picked up & re cleaned... See more
You will be OVERCHARGED and sold a service you did not ask for. Shirts returned with stains on the collars and cuffs and frequent late deliveries. I would AVOID using laundrapp at all costs. It is... See more
Company details
Written by the company
Laundrapp is the UK’s leading online laundry and dry cleaning service, offering unparalleled levels of quality cleaning right across London and in 16 towns and cities in England and Scotland. Our top laundry service replaces the need for using your local laundrette or dry cleaner and offers a quick and convenient pick-up service direct from your home. Our free, award-winning app is available on both iOS and Android devices, however, you can also place your order online through our website.
Contact info
Inc Spaces, 107 Leadenhall Street , EC3A 4AF, London, United Kingdom
- 020 4538 8548
- customercare@laundrapp.com
- laundrapp.com
2.5
Poor
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Avoid like the plague.
Diabolical service from start to finish. No care about customers, service staff who disappear or lie.No tracking. Slots changed by 9 hours with no notice. Phone number dead. Overcharged. Dire. Avoid- they are so bad it beggars belief. I need my clothes and I doubt I’ll see them today despite blatant lies from Molly at ‘customer service’
10 October 2021
Unprompted review
Reply from Laundrapp
Hello Adam,
Thank you for taking your time to leave a review, and we sincerely apologise for the negative experience you have had with our service.
We want to assure you that customer satisfaction has always been our top priority and I am so sorry that we dropped the ball on this one. We take these issues very seriously so you have our word that improvements will be made.
Furthermore, our customer care operates 9 am – 5 pm on Mondays, Tuesdays, Thursdays, Sundays and 8 am – 8.30 pm on Wednesdays and Fridays. Please feel free to contact our team at those times and we will be more than happy to help.
Again, we are sorry for the inconvenience.
Kind regards,
The Laundrapp Team
I have used this company for years and…
I have used this company for years and unfortunately the service and customer care have become the worst in the industry. Non existent service (always late with pick up and delivery; couldn’t change the card details in the app; then inserted the paypal details and the app stopped working). Non existent customer care: they simply don’t reply to emails anymore. I wrote multiple times and got no reply. Zero. If someone from the company reads this post please don’t tell me to get in touch by email or phone, as I have tried multiple times and got no reply.
8 October 2021
Unprompted review
Reply from Laundrapp
Hello Lara,
Thank you for your feedback, and we apologise for the negative experience you have had with our service.
We have been experiencing issues with our emailing system for the past few days but I can assure you that this is being dealt with. We have been sending responses and I am so sorry that you did not receive any.
Furthermore, our customer care team operates at 9 am – 5 pm on Mondays, Tuesdays, Thursdays, Sundays and 8am – 8.30pm on Wednesdays and Fridays so please feel free to call us at those times.
Again, we are so sorry for the inconvenience.
Kind regards,
The Laundrapp Team
Used to be a lot better before the…
Used to be a lot better before the takeovers of competitors; app completely broken; service so-so
25 September 2021
Unprompted review
Reply from Laundrapp
Hello Markus,
Thank you for taking your time to leave feedback, and we are so sorry for the negative experience you have had with our service.
We want to let you know that our dedicated customer care team will be more than happy to address your concerns regarding any tech issues as we do want to address these in a timely manner. Please do not hesitate to contact us at customercare@laundrapp.com or call us at 020 4538 8548.
We sincerely appreciate the feedback you have given as this allows us to grow in the right direction.
Kind regards,
The Laundrapp Team
Do not use this company
Do not use this company. They obviously have no processes in place. They lost my very expensive feather down duvet. I have zero hope of the matter being resolved. I now have somebody else’s polyester duvet two weeks after sending mine off. It is impossible to speak with a person. Terrible terrible terrible. Stay away. By the time you have waited for always late pick up and deliveries it would have been more convenient to just go to your local dry cleaner.
14 September 2021
Unprompted review
Reply from Laundrapp
Hello Anna,
Thank you for your feedback and we sincerely apologise for the negative experience you have had with our service. We want to let you know that we have been working hard to resolve the issue, even with the limited information we have about your duvet. We currently do not have the brand of the duvet so we were under the impression that the one we sent back was the correct one.
Nevertheless, this should have not happened at all and we are so sorry about this. We are committed to providing excellent customer service and we promise you that an acceptable resolution will be given as swift as possible.
Furthermore, you can always contact our customer care team via email, chat, or on the phone (020 3608 7405), and will be more than happy to answer any queries.
Again, we are so sorry for the inconvenience.
Kind regards,
The Laundrapp Team
3 weeks and still no duvet
Laundrapp picked up our duvet 3 weeks ago. It was never seen again.
When you complain you get a message saying they’re still trying to locate it. Complete shambles.
Judging by the reviews this seems to be a regular occurrence.
Note to self. Always read the reviews!
UPDATE
Laundrapp replied saying to call them. When you call you get a message saying: 'due to COVID there is unprecedented demand' then cut you off.
Really wish I'd gone to my dry cleaner across the road. Never once have they lost an item, never mind a huge duvet.
14 September 2021
Unprompted review
Reply from Laundrapp
Hello CM,
Thank you for your feedback, and we apologise for the negative experience you have had. We certainly want to address this issue as soon as possible so it would be great if you can send us an email at customercare@laundrapp.com or you can also give us a call at 020 3608 7405. Our Phoneline is open 9 am – 5 pm on Mondays, Tuesdays, Thursdays, and Sundays and 8 am – 8.30 pm on Wednesdays and Fridays.
We are committed to providing excellent customer service and we will do everything we can to provide a proper resolution.
Kind regards,
The Launddrapp Team
Was great now not so much
I have used laundrapp for some time and took a break from what was a fantastic service. Sadly I don't think I'll be using them again.
The app has become glitchy and to cap it all off they lost a bag of my laundry. They found it and thankfully it was only towel's but it wasn't the best experience.
I thought I'd give them another go but after being told by the app that something I had selected was now a different price three times and then updating and then trying again I've given up... Went with a different service.
It's a shame I always had good service from laundrapp... Not sure what's changed but it's enough for me to stop using them.
17 August 2021
Unprompted review
Reply from Laundrapp
Hello Abby,
Thank you so much for taking the time to provide us with your valuable feedback, and we are so sorry for the negative experience you have had with the service.
We want to let you know that we would always do everything we can to make sure that the app performs seamlessly and we apologise that you have encountered some glitches. Our dedicated customer care team will be more than happy to look this up for you as we do strive to provide a hassle-free service.
We would also like to apologise for the delay in delivering your bag. We want to assure you that this is extremely rare and we do have protocols in place if this ever happens.
You have our word that improvements are made so that these kinds of issues can be prevented.
We are sincerely hoping that you can use our service again in the future.
Kind regards,
The Laundrapp Team
A standard washing service
A standard washing service..no attention to details or to instructions given. Shirts came back with some previous spots.
31 July 2021
Reply from Laundrapp
Hello Sorin,
Thank you for your feedback, and we are so sorry for the negative experience you have had with the service.
We want to let you know that Items placed in the blue wash and tumble dry bag are washed at 30 degrees, gently tumble dried and then folded. I can assure you that our facility team would always do everything they can to make sure that your items are cleaned properly, it's just that there are certain stains they cannot remove just with regular washing. Nevertheless, I will make sure that your feedback is relayed to our cleaning team. If you have any questions regarding this, please do not hesitate to get in touch by emailing customercare@laundrapp.com.
We sincerely appreciate your feedback this will help us grow in the right direction.
Kind regards,
The Laundrapp Team
Really easy to use service and punctual…
Really easy to use service and punctual and friendly drivers. Really impressed with the service by Laundrapp. The only thing that lets them down is the cleaning itself. It’s a shame I can’t choose which fry cleaners I want them to use as the nearest shop to me doesn’t have the best reputation and whereas my duvet came back much cleaner my pillows didn’t look any cleaner at all. A real let down.
I might try and find out if I can select which fry cleaners I want Laundrapp to use as that would give me peace of mind that my items will come back properly clean.
30 July 2021
Reply from Laundrapp
Hello Will,
Thank you for the feedback you have given and we are so sorry for the negative experience you have had with our service.
I'm afraid our partner facilities are assigned per postcode so we currently do not have the option to switch. Nevertheless, I want to assure you that feedback will be given to the facility that covers your area as we do maintain quality standards across all our partners. You have our word that improvements will be made.
We want to let you know that your feedback is extremely important to us as this would help us grow in the right direction. A member of our Customer Care Team has emailed you with a further apology and a voucher for the inconvenience caused.
Kind regards,
The Laundrapp Team
First pick up cancelled and second was…
First pick up cancelled and second was late, not good enough
30 July 2021
Reply from Laundrapp
Hello Ashmani,
Thank you for taking your time to provide us with your feedback, and we are so sorry for the negative experience you have had with our service.
We certainly want to address these cancellations and delays as soon as possible so I will make sure that your feedback is relayed to the whole team.
Furthermore, a member of our Customer Care Team has emailed you with a further apology and a voucher for the inconvenience caused.
Kind regards,
The Laundrapp Team
Horrible company!
Like many others have reported, they also damaged by clothes and are trying to fix it.
You need to pay for the damages you caused and not just paper over the cracks!
Horrible company.
29 July 2021
Unprompted review
Reply from Laundrapp
Hello Wayne,
Thank you for taking the time to provide us with your feedback and We sincerely apologise for the negative experience you have had with our service.
We Would certainly like to investigate this further so it would be great if you could kindly email customercare@laundrapp.com. We would normally do our best to repair any damage our cleaning process has caused as we do know how important their garments are to our customers. We are so sorry that you were not satisfied with the repair we have done.
Kind regards,
The Laundrapp Team.
Very poor customer service
Very poor customer service. They have ruined three items - each time have refused to reimburse me and have tried to rectify it - with fail. When sending bags of laundry there are often missing items/ extra items. All in all using Laundrapp has cost me more to replace expensive items that have been damaged/ lost
28 July 2021
Unprompted review
Reply from Laundrapp
Hello Pintu,
Thank you for your feedback and we're really sorry for the negative experience you have had with the service.
We would always make sure that our customers are satisfied with the resolution we have given so we would certainly like to investigate further. Could you kindly email customercare@laundrapp.com along with photos and your order number? Our team will get back to you as soon as they can
Kind regards,
The Laundrapp Team.
Wont use again
Wont use again, tried the wash, dry & fold service and result was poor. They clearly don't know how to fold clothes properly.
27 July 2021
Unprompted review
Reply from Laundrapp
Hello Russ,
Thank you for your feedback and we are so sorry that you were not satisfied with the service we have provided.
We want to let you know that we take quality issues very seriously so could you kindly email customercare@laundrapp.com with your order number? We will speak to our facility team and you have our word that improvements will be made.
Again, we are so sorry for the inconvenience.
Kind regards,
The Laundrapp Team
‘Delivery Notes’ got ignored
It was quite disappointed when the driver came and ring my door bell as I have written on ‘Delivery notes’ that call before the collection or after 11PM. But no call at all before and it was soon after 10PM. My booking slot was 10 - 12 PM as I was out whole day and was worried that I might not be arrived home. Luckily, someone is at home when the driver came for the collection. It seems that the ‘Delivery Notes’ is not relevant and ignored. What’s the point!!
26 July 2021
Reply from Laundrapp
Hi there,
Thank you for taking the time to provide us with your feedback, though we're disappointed to hear that your experience hasn't been a more positive one. Our driver's routes are automatically generated by our routing system, and ETAs can change throughout their shift depending on traffic etc. Because of this, we're unfortunately unable to guarantee a set time of arrival within our collection and delivery slots, and we do not exclusively have a 23:00 - 00:00 slot available. However, We will certainly pass this over to our operations team to review. We also understand that the driver did not follow the instructions left by you on collection. We sincerely apologise for this, and this has also been flagged with our team for review internally.
A member of our Customer Care Team has emailed you with a further apology and a voucher for the inconvenience caused. If you have any questions regarding this, please do not hesitate to get in touch by emailing customercare@laundrapp.com.
Best wishes,
The Laundrapp Team
Awful service
Awful service.... They don't seem to care about peoples clothes as they damaged mine and customer service aint great either!!!
24 July 2021
Unprompted review
Reply from Laundrapp
Hey Trevor,
Thank you for taking the time to provide us with your feedback. We're really sorry to hear that your items were returned this way, and we'd like to investigate this. Could you kindly email customercare@laundrapp.com along with photos and your order number, and our team will get back to you as soon as they can.
Best wishes,
The Laundrapp Team
Used to be good before the merger with…
Used to be good before the merger with zipjet now bad service. Slower turnaround, have to pay a premium for 1 hour pick up, no tracking the driver, unfriendly staff and less environmental practices- uses pins instead of stickers in shirts for bar code tracking.
24 July 2021
Reply from Laundrapp
Hi Sam,
Thank you for taking the time to provide us with your feedback. We're disappointed to hear that you feel the service has changed for the worse since our merge. We've passed all of your feedback onto our operations team to review, but we'd also like to address the instance of unfriendly staff, and find out exactly what happened. A Customer Care Representative has emailed you to request further information.
Kind regards,
The Laundrapp Team
Takes the money but doesn’t provide any service?!
I used this service for the first time yesterday. My money was paid; no one showed up as scheduled to pick up my laundry; and I have had no reply to my emails asking about it. Hilariously bad service, how can they function like this? Remains to be seen if I will get my money back.
I note the response below - but there is no refund and only the code voucher as things stand. So I am still not convinced this will be resolved.
24 July 2021
Reply from Laundrapp
Hello Fiona,
Thanks for taking the time to leave your review, though we're sorry to hear that you didn't have a more positive experience. Our facility manager confirmed that unfortunately they had not seen your order in time to make your collection, and offered to collect another day instead. We understand that you have since gone elsewhere on this occasion, and we'd like to sincerely apologise for the inconvenience caused by this matter.
To further explain the delay in our response time, Our email support ends at 5pm on Friday, and reopens at 9am on Sunday. As your email came in at 10:18pm, our Customer Care Team replied to you as soon as they were able to. Our agent has replied to your recent email now, and has also sent a voucher as an apology.
If you have any further questions, please do not hesitate to get in touch.
Kind regards,
The Laundrapp Team
Damage your clothes, and customer service doesn’t exist!
Nearly 12 weeks ago Laundrapp damaged a hoodie which they dry cleaned for me.
It was totally ruined, which at first they tried to deny. Finally after much discussion, I got them to agree to pay me for the damaged hoodie so that I could replace it.
6 weeks ago they made me a settlement offer — they promised they would pay me within 30 days. I’ve not received any money from them. I’ve chased it multiple times, on email and on the phone. Seif repeatedly promised to phone me back with an update, he never did that. He won’t allow you to speak to a manager either which is outrageous.
The whole system of Laundrapp seems convenient— but they don’t take proper care of your garments, and they’ve left me in a position where they’ve stolen a garment they damaged from me with the promise of a settlement and have never paid.
DO NOT USE LAUNDRAPP — they’re completely negligent and don’t care about customer service!!
24 July 2021
Unprompted review
Reply from Laundrapp
Hi Theo,
Thanks for taking the time to leave your review. We're really sorry to hear about your negative experience with us, made worse by the delayed compensation. This has been investigated internally, and our Customer Care Team has reached out to you with an update and to confirm the payment of your compensation being processed. We've also emailed you with a couple of voucher options as a further apology for the inconvenience caused.
We can fully appreciate that this experience with us has fallen far below our usual standards and was not what you have come to expect from us as a service, and we'd like to apologise once again for any stress or inconvenience caused.
Kind regards,
The Laundrapp Team
They never picked up my order and…
They never picked up my order and charged me for it. Poor customer service
24 July 2021
Reply from Laundrapp
Hi there,
Firstly, I would like to take the time to thank you for providing us with your feedback, although I am disappointed that you did not have a more pleasent experience with us. I've taken a look into this for you, and I can see that our driver noted that they weren't able to locate your address. In this instance, they should have reached out to our team or yourself for further guidance before moving on. I'll ensure this is escalated with our Logistics Team to discuss with the driver involved, and I sincerely apologise for the inconvenience caused.
When your order is placed, an automatic capture fee is taken, and this is then released once we take payment for your order, if the order is cancelled, or after a period of 7 days has passed without payment on the order. As you have since cancelled the order, the capture fee will have been released/refunded back to you.
Our Customer Care Team has sent you an email along with a voucher for the inconvenience caused.
Best wishes,
The Laundrapp Team
This is the 2nd collection in a row…
This is the 2nd collection in a row that has been very late, collection was due between 10-12 and he turned up at 1.10, no communication, apology or explanation from Laundrapp or the driver, frustrating as always used to be so efficient.
23 July 2021
Reply from Laundrapp
Hi there,
Thanks for taking the time to leave your review.
We're really sorry to hear that your collection was delayed. Though our agents try their best to remain on time to assignments, sometimes traffic, weather or other external factors can cause delays. You should have recieved a push notification to let you know that the driver was going to be delayed, my apologies if this didn't come through to you. As we begin to return to normality, we are actively working to improve availability and increasing the number of drivers we have on the road. This, in turn, will lead to a more convenient and reliable service for customers.
You should recieve an email shortly from our Customer Care Team with a further apology, along with a voucher for the inconvenience caused.
Best wishes,
The Laundrapp Team
Avoid. Very poor!!!
Won't use them again. Damaged my clothes. Very poor.
Better laundry services out there.
18 July 2021
Unprompted review
Reply from Laundrapp
Hi Lewis,
Thank you for taking the time to leave your review.
We're really sorry to hear about your items and would like to look into this. If you haven't already, please contact our Customer Care Team at customercare@laundrapp.com, along with photos of your items and your order number. There, we can look at how to assist you further.
Best wishes,
The Laundrapp Team
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