poplinhomewear.com
Theft and Poor Customer service
I have done 2 orders through poplin. The first order had me hooked with the timely responses, the pricing, the drop off, delivery, the ease of being able to put everything away quickly and the flexibility of the ordering. I was super excited to find this service as a resident in a 3rd floor apartment with little to no access to laundry facilities and having to drag my laundry across the street to a laundromat. I had absolutely planned on making this my go-to, especially with my abnormal work schedule.
Imagine my surprise when I placed my second order, only to find an expensive pair of Nike sweatpants missing. I figured I would find them in another bag, drawer or in the closet where I usually hang them up. I didn't find them anywhere. My absolute favorite pants I had for less than a month that are $60 are GONE.
Through the app, you can only interact with your laundry pro during an active wash sessions. It's like all of the delivery apps where you communicate through the app and once the order is completed and dropped off, communication ends. I can't get ahold of the laundry person to tell her about the missing item, and it's even harder to get ahold of Poplin Concierge. If you call the phone number, which they claim is only for senior citizens 65 and up, they will automatically push you over to the email system. They have a text messaging system, however they don't respond after the initial greeting message is sent. Using the email they have listed on the site renders no response. I finally heard back from another email link that they were looking into my order. They then tell me the laundry person said she delivered all of my order and there were no missing items. No apologies, no possibility that it could be mixed in with something else, no offers to compensate for my "lost" item, nothing.
The concierge told me to wait for 48 hours to see if they turn up. I have had my laundry back for 3 days at this point and I'm the only one unpacking my laundry, so of course I would know if something is missing. I informed them the information the laundry person gave them was incorrect and my pants were stolen by her.
They then inform me that they need the online store link to verify the price of my pants and they would credit my account. I'm thinking that since I have a card on file, I'll be refunded the amount of the missing pants. To my surprise, I find out they only put $35 on the actual app TO USE TOWARDS MY NEXT SERVICE. I'm confused at this point because why would I utilize a service again after having clothing stolen from me? I tell them this doesn't work, I understand the non-refundable laundry policy regarding full refund for my most recent load and the amount they owe for my stolen pants. They explained their policy doesn't allow full refunds, which is fine, but continued to push that they credited my account for future use. I explained again that I will no longer be using the service, the $35 they credited towards my account doesn't help me, and I'm expecting a refund for my stolen pants. I received an email after that, in summary, telling me about how much they've grown since 2017, and that I should read about their business model and that people make mistakes. In short, it was an email saying "screw you and your pants, here's $35 to use our service again even though you told us you won't use it".
I'm beyond angry at their "business model" and lack of genuine concern over the customers using their services. $60 shouldn't even make them bat an eye as a "growing company ". $60 to us as a working class is a lot of money in today's world, especially seeing as how I purchased them while they were on sale. To replace them, it's double the price now that the sale is over. They claim they can't do the $60 due to prior fraudulent claims on laundry, but that has nothing to do with me. I'm simply requesting a meager $60 from a growing company to replace MY STOLEN CLOTHING. This is absolutely insane at this point that I even have to fight this hard to get my Nike Sweatpants replaced that I waited until they were on sale to buy, only to be told "f you, your time you spent waiting for clothes tou wanted, and your hard working money". Poplin does not care about their customers and only cares about making money. It feels a lot like trying to get ahold of Xfinity! It's 2023 and this is the kind of company that has made it with a business model like this? I know the customer isn't always right, but you as a company are acting petty over a $60 replacement. This is pathetic. I will NEVER use this service again and everyone will know about my experience, including screenshots of emails and the "text message help system" this company has in place.
