Wash Club — Local services in New York

This is the first and last I will ever use this service again. On the initial pick up, the driver did not speak any English. I opened the door handed in the first bag, turned to pick up second bag to give him, turned around he had already walked off, I had to run and catch him to give remaining bags (that should have been my first warning sign). By the time I went back to get the remaining bags he was gone. I called and spoke to Sarah who did apologize but I had to make a different order for the items. She promised me they would be delivered together next day.

Today is next day::: I called ahead to tell them to have the driver call me when they are downstairs because I need to come down with my cart because I did not like the fact they picked up clothes without one and was just draw bags on the floor. They promised they would update my account to reflect that. Told me my delivery is on time for 1pm.

1pm - I got a message saying they are running a bit behind, please accept apologies. They will be there in about 27 minutes. I replied again, please just call when you are here. Less than a minute later I got a text , your order has been delivered. NO KNOCK ON DOOR, NO cALL. I ran to my door NO BAGS OF LAUNDRY.

I call customer service, she acted like she doesn’t understand what am telling her! She reiterated that I have 2 orders, she is seeing that the driver is 4 minutes away. I clarified to her that she is saying my stuff was not delivered yet, she said yes. I hung up, took my cart and started to head down stairs to wait for driver. TO my horrified discovery MY BAG OF LAUNDRY WAS THROWN DOWN IN THE HALLWAY WITH CLOTHES HALFWAY OUT ON THE FLOOR!!!! The one saving grace is that they had sealed plastic bags within my provided laundry but it was like garbage laying there.

I then realized one whole bag was missing. I tried calling customer service then no answer. I looked in the text message and the other delivery was saying driver would be there in 15 minutes NOT 4 like she said. I put the items I have in the cart and raced back to apartment to head straight back down stairs to wait.

While I was waiting the app keep adding more time. After 15 minutes over time of expected arrival I called back Customer Service, STILL NO ANSWER. I went back upstairs. As soon as I got in the apartment the bell rang. I answered and it was driver. I ran back quickly downstairs. The driver handed me last bag,. Mind you, I looked on the app it was still saying 3 more minutes and counting for his arrival!!!

To make matters worse, they put my floor mat that I sent separately with my face wash, delicates and underwear garments, see photo. My whites look tawdry

Disappointed is not the word. I was hoping even with all the circus around delivery, that they would WOW me with exceptional car of my garments! I wanted to believe they would become a great resource for replacing me doing laundry, unfortunately am back at...

I used Wash Club on a regular basis since 2015. Their service has gotten significantly worse over time, and I would strongly recommend to look elsewhere for your dry cleaning or wash and fold service. Below I provide only the latest example of poor service and business practices demonstrated by all levels of Wash Club staff.

On my most recent - and what will be my last ever - Wash Club dry cleaning order, the driver never arrived to pick up the clothing. This followed my waiting over five hours for the driver, during which time I placed calls to their support center to verify the date and time of my scheduled pick up.

When I was given an opportunity to speak to management, they explained that there was a technical bug in their website that led to the issue, and offered a generic $5.00 off my next order for the inconvenience. The manager stated that was the most he could do, as his margins are slim per order.

The leadership clearly does not value their customers, and is not concerned with maintaining repeat business. The manager insisted that the technical bug was the root of the issue, but the customer support representative incorrectly informed me that the driver was on the way. Their scheduling, delivery, and pick up process is clearly flawed and leads to a very poor experience for the consumer.

(Editing my review over a year later in response to manager's reply below):

Perhaps you see that my last order was placed in November because you or a colleague removed the order in question from the system. Fortunately, I have an email from your service confirming the order and evidencing my case; you will now find it attached to this review.

In any case, I find it both immature and petty to attempt to shift the blame to the customer, or to allude that I am incapable of identifying the correct business when lodging a complaint. Your team's focus is clearly not on the customer or on making things right. This is another example of poor business practices and should serve as an additional warning to anyone who might consider using your service.

To anyone else, I highly recommend befriending your local dry cleaner, who will perform the same services with a much higher level of care...

The first few times using their service was great, aside from receiving a few shirts here and there that weren’t mine. I often forget cards in pants pockets and would find them at the top of the folded clothes when I got them back. But, the last time may have been enough for me to stop using. The person who came to pick up the clothes was a random DoorDash guy, he was a little confused but eventually got my bags in his car & dropped it off. I was very concerned about my bags making it there safely but tracked it all through the DoorDash link. When the clothes came back I received more shirts that wasn’t mine, now makes me wonder how many items I lose without realizing it, and all of the white clothes were dingy. Some of the colored clothes look like they hadn’t had been washed at all but smelled of detergent. It doesn’t seem that they’re are being thorough anymore, and the service is too expensive for that. They often reweight clothes and charge more than what you expected so it’s just not worth it.

Update- I decided to try again after the message from the owner but now I know to not use this service until it is reformed. I placed the order for pickup yesterday 4-5pm no one came the whole day so it was rescheduled for the next day. Today, the DoorDash link provided did not work so I had no way to track them, I sit outside in the rain for the hr timeframe. The driver arrives at 4:50pm, approaches the front door, sees the bags and walks away. I ask the guy what happened as he walks bk to his car, he yells cancel the order. I call customer support, she says she’ll find a new driver. I asked what will be the difference between the next driver & my previous drivers- the agent cuts me off and goes “he probably had a moped this next driver will have a car.” All of my drivers in the past had cars and did not want to take the laundry bags. The owner also didn’t acknowledge the dingy clothes mentioned in my previous review. If you can, save your time and go somewhere else, the laundry service here is on a decline and the customer support is useless. I asked for the service to be canceled entirely since it’s turned into such an...