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Wash Cycle Laundry

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Wash Cycle Laundry Reviews (4)

First off, we sincerely apologize for the inconvenience that this customer experienced and the delay in the return of her itemsAlthough we did not discover it until days later, due to an labeling error in our plant, on April 28th, we sent half of the customer's laundry to another customer of ours with a similar nameWe were able to identify the source of the problem on Friday, May and return the items to the customer on Monday, May 4.The customer filing the complaint called to alert us on the evening of April 28th after we made the initial incomplete delivery, and gave us a general description of some of the items she believe she was missingBecause we make every effort to find missing clothing, whenever we receive a report of lost clothing, we ask for the clothing item type, size, color, and brand of each item of clothing so that we have the best chances of finding it -- we process thousands of pounds per laundry per day, and so looking for a "blue t-shirt" is much harder than looking for a "blue women's [redacted] t-shirt, size M." Our management was particularly troubled by the customer's report that our customer service agent asked her for her bra size, and so we reviewed recordings of all of the customer's calls – and while we did ask her to provide the type, size, color, and brand of the items she believed were missing, we did not specifically ask her about her undergarments, and we have updated our customer service policies to ensure that we make it clear that customers should not feel obligated to disclose any information that makes them feel uncomfortableThese recordings are available for review by the Revdex.com if needed.As a result, we reached out to ask for a complete description of the customer's missing items, which we received on Wednesday, April 29thWe then began to investigate where the customer's clothing could have gone, which means that we began contacting other customers who received service that same day to see if they had received items that were not theirsWe began making calls and leaving voicemail messages with our customers on April 29th -- the same day we received the full report of items missing – but because many of our customers have busy work and travel schedules, it took us two more days (until Friday, May 1) to receive a response from the second customer who received the first customer's clothingWe picked up the clothes from the second customer that same dayOnce the clothes were back in our possession, we delivered them at the first date and time that the first customer indicated she was available, which was on Monday After this delivery, the customer indicated to us that she was still missing the items included in her complaint.In compensation for the inconvenience, we refunded the customer $70.25, which is the full value of the serviceIn our Terms and Conditions, posted at www.washcyclelaundry.com/terms, acknowledgement of which is required to schedule an appointment online, and a link to which is included with every appointment/reminder email sent by our system, we make clear that since neither the customer nor the Company creates or verifies an inventory of the items sent or received, we do not reimburse for items that are reported missing since there is no way to independently verify whether we took possession of the items in the first place.We understand that this policy is frustrating for customers who make reports of loss in good faith, but we have no way of determining which claims are made in good faith and which are not, and an honor-system based policy has made us a target of bad actors in the pastRather than trying to adjudicate the trustworthiness of every report we receive, we try to be transparent and clear that the customer bears the risk of loss of non-inventoried items for our Wash and Fold service

First off, we sincerely apologize for the inconvenience that this customer experienced and the delay in the return of her items. Although we did not discover it until 3 days later, due to an labeling error in our plant, on April 28th, we sent half of the customer's laundry to another customer of...

ours with a similar name. We were able to identify the source of the problem on Friday, May 1 and return the items to the customer on Monday, May 4.The customer filing the complaint called to alert us on the evening of April 28th after we made the initial incomplete delivery, and gave us a general description of some of the items she believe she was missing. Because we make every effort to find missing clothing, whenever we receive a report of lost clothing, we ask for the clothing item type, size, color, and brand of each item of clothing so that we have the best chances of finding it -- we process thousands of pounds per laundry per day, and so looking for a "blue t-shirt" is much harder than looking for a "blue women's [redacted] t-shirt, size M." Our management was particularly troubled by the customer's report that our customer service agent asked her for her bra size, and so we reviewed recordings of all of the customer's calls – and while we did ask her to provide the type, size, color, and brand of the items she believed were missing, we did not specifically ask her about her undergarments, and we have updated our customer service policies to ensure that we make it clear that customers should not feel obligated to disclose any information that makes them feel uncomfortable. These recordings are available for review by the Revdex.com if needed.As a result, we reached out to ask for a complete description of the customer's missing items, which we received on Wednesday, April 29th. We then began to investigate where the customer's clothing could have gone, which means that we began contacting other customers who received service that same day to see if they had received items that were not theirs. We began making calls and leaving voicemail messages with our customers on April 29th -- the same day we received the full report of items missing – but because many of our customers have busy work and travel schedules, it took us two more days (until Friday, May 1) to receive a response from the second customer who received the first customer's clothing. We picked up the clothes from the second customer that same day. Once the clothes were back in our possession, we delivered them at the first date and time that the first customer indicated she was available, which was on Monday 4. After this delivery, the customer indicated to us that she was still missing the items included in her complaint.In compensation for the inconvenience, we refunded the customer $70.25, which is the full value of the service. In our Terms and Conditions, posted at www.washcyclelaundry.com/terms, acknowledgement of which is required to schedule an appointment online, and a link to which is included with every appointment/reminder email sent by our system, we make clear that since neither the customer nor the Company creates or verifies an inventory of the items sent or received, we do not reimburse for items that are reported missing since there is no way to independently verify whether we took possession of the items in the first place.We understand that this policy is frustrating for customers who make reports of loss in good faith, but we have no way of determining which claims are made in good faith and which are not, and an honor-system based policy has made us a target of bad actors in the past. Rather than trying to adjudicate the trustworthiness of every report we receive, we try to be transparent and clear that the customer bears the risk of loss of non-inventoried items for our Wash and Fold service.

First off, we sincerely apologize for the inconvenience that this customer experienced and the delay in the return of her items. Although we did not discover it until 3 days later, due to an labeling error in our plant, on April 28th, we sent half of the customer's laundry to another customer of...

ours with a similar name. We were able to identify the source of the problem on Friday, May 1 and return the items to the customer on Monday, May 4.The customer filing the complaint called to alert us on the evening of April 28th after we made the initial incomplete delivery, and gave us a general description of some of the items she believe she was missing. Because we make every effort to find missing clothing, whenever we receive a report of lost clothing, we ask for the clothing item type, size, color, and brand of each item of clothing so that we have the best chances of finding it -- we process thousands of pounds per laundry per day, and so looking for a "blue t-shirt" is much harder than looking for a "blue women's [redacted] t-shirt, size M." Our management was particularly troubled by the customer's report that our customer service agent asked her for her bra size, and so we reviewed recordings of all of the customer's calls – and while we did ask her to provide the type, size, color, and brand of the items she believed were missing, we did not specifically ask her about her undergarments, and we have updated our customer service policies to ensure that we make it clear that customers should not feel obligated to disclose any information that makes them feel uncomfortable. These recordings are available for review by the Revdex.com if needed.
As a result, we reached out to ask for a complete description of the customer's missing items, which we received on Wednesday, April 29th. We then began to investigate where the customer's clothing could have gone, which means that we began contacting other customers who received service that same day to see if they had received items that were not theirs. We began making calls and leaving voicemail messages with our customers on April 29th -- the same day we received the full report of items missing – but because many of our customers have busy work and travel schedules, it took us two more days (until Friday, May 1) to receive a response from the second customer who received the first customer's clothing. We picked up the clothes from the second customer that same day. Once the clothes were back in our possession, we delivered them at the first date and time that the first customer indicated she was available, which was on Monday 4. After this delivery, the customer indicated to us that she was still missing the items included in her complaint.
In compensation for the inconvenience, we refunded the customer $70.25, which is the full value of the service. In our Terms and Conditions, posted at www.washcyclelaundry.com/terms, acknowledgement of which is required to schedule an appointment online, and a link to which is included with every appointment/reminder email sent by our system, we make clear that since neither the customer nor the Company creates or verifies an inventory of the items sent or received, we do not reimburse for items that are reported missing since there is no way to independently verify whether we took possession of the items in the first place.
We understand that this policy is frustrating for customers who make reports of loss in good faith, but we have no way of determining which claims are made in good faith and which are not, and an honor-system based policy has made us a target of bad actors in the past. Rather than trying to adjudicate the trustworthiness of every report we receive, we try to be transparent and clear that the customer bears the risk of loss of non-inventoried items for our Wash and Fold service.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because the letter in response does explain the process, however, does not acknowledge the remaining missing items. The letter also denies that they asked for my bra size, yet, I have in email that they have my size and therefore proof that they did in fact ask for it. I am very disappointed with their response. The missing clothes still equate to $150.Regards,[redacted]

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Address: 1611 South St, Philadelphia, Pennsylvania, United States, 19146

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