Laundry Project 23 — Local services in New York

I've never written a review before, but I have had quite a negative experience with Laundry 23 recently. I had been using them on and off for their premium "well-heeled" wash and fold service for the past year or so. This tier is supposed to follow washing instructions on each article. When I had minor issues in the past, I chalked them up to miscommunication mishaps since the owner seemed to be a non-native English speaker. Worth noting that there seems to be a recurring theme in some of the negative reviews: if anything goes wrong, they neither acknowledge the issue nor attempt to rectify it while being rude in the process.

This time, the issue is that I sent out my laundry, which included a machine-washable white couch cover, and it came back with massive black stains. I contacted Laundry23 and requested that they fix the stains. They did pick it back up and the owner told me he washed it five times and sent it back. I was traveling, so I checked the cover a few days later upon returning. The stains (that THEY caused) were still too visible to ignore. The owner's responses are highly unprofessional, unapologetic, and aggressive. I'm not a business owner, but if one of my staff ruined a customer's item, the first thing I would do is apologize and attempt to rectify the damage (or compensating for it). Instead, the owner tells me to wash it myself. He also refused to provide a refund.

Basically, most of the time, you won't have a problem but when you do... the owner is beyond rude and unprofessional. Very unpleasant to deal with. Mistakes happen, but at least take own up to it as a business owner. That's just...

We paid for the expensive service($2.20 per lb) so that our delicate clothes would be washed in cold water and air dried. It’s clear they did none of that as all our clothes have shrunk. We paid $150 total for the service and they showed complete disregard for the service they said they would adhere to. Additionally, it’s clear they did not separate whites because two of our white pieces came back discolored.

To be specific on the pieces that were ruined. I had a pair of pants that came down to slighlty above my heel, the instructions were cold water tumble dry low, and the pants shrank to above my ankle. My girlfriend who is quite tall, had custom made pants that were meant to be washed in cold water and air dried. The pants were at her heel and shrank 3 inches to above her ankle!! Completely unacceptable disregard for the service THEY OFFER. These were only a few of the pieces that were ruined, anything that needed to be washed delicately and air dried shrank.

It’s unfortunate, because we had our comforter washed here a week before and they did a good job. We were excited to have this near by, but will never be returning. They ruined $500 worth of custom...

Don’t trust with expensive/high quality clothing !!! I’m very upset upon seeing how they ruined all of my expensive pants. I am a girl over 6 ft and find it so hard to find pants long enough, I recently traveled to Vietnam and got custom-made clothes that I was so excited about because they were pants finally long enough for me! I brought them in to wash them for the first time, paid extra for their “well healed” service where the supposedly wash in cold water and hang dry. All of my pants shrank multiple inches to the point where I cannot wear them anymore… we had a lot of clothes washed and all of our ones made from nicer material shrank which means there’s no way they washed in cold water and hung dry. If they did this wouldn’t have happened. I usually don’t make reviews like this, but I hope it doesn’t happen to anyone else....