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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Unusable Service
Made my first ever order and all was simple. Went to login to the app the following day to amend a few things and it's practically unusable. Crashes, doesn't let you log in, doesn't even state that delivery is available to my postcode anymore.
Live chat is supposed to be available but no one is ever online.
You can't even view current orders on the website (only make a new order).
18 July 2021
Unprompted review
Reply from Laundrapp
Hello Jordan,
Thank you for your feedback and we are so sorry for the negative experience you have had with our service.
I can confirm that we have indeed experienced some technical issues with our app yesterday but through the efforts of our dedicated tech team, this has now been resolved.
Furthermore, we are also sorry that no one was able to assist you on chat. We would always do everything we can to accommodate everyone and answer all queries in a timely manner and we apologise that this was not done.
I want to let you know that your feedback is very important to us and thank you for taking your time to write a review.
Kind regards,
The Laundrapp Team
People are lovely, service is useless though
The delivery people are lovely and cheerful but-
- I’ve had my washing go missing and received someone else’s instead. It was fixed but it took me jumping up and down to make it happen.
- I repeatedly find the pick up or drop off is cancelled and rescheduled. I would not give anything which I needed by a certain date.
- having used the 30degree wash offered, I’m not sure how clean everything was. I definitely won’t use that service again. Socks were still dirty and T-shirts didn’t smell clean.
But benefit is convenience….
16 July 2021
Reply from Laundrapp
Hi there,
Thanks for taking the time to provide us with your feedback. We're really sorry to hear that some of your recent experiences with us haven't been more positive. I'm really sorry to hear that there was a mix-up on one of your previous orders, I wasn't able to find more information on this in our system, though I am glad to hear that this has since been resolved.
Though our agents do try their best to remain on time to assignments, sometimes traffic, weather or other external factors can cause delays. 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.
Our Wash, Tumble Dry and Fold service is cleaned at 30 degrees and tumble dried on a medium heat. Because of this, we're not able to guarantee 100% stain removal. We also use non-scented detergents for customers with sensitive skin. However, we do ask that customers contact us with any issues they may have with their order, along with photos to customercare@laundrapp.com, and a member of our team will get back to you as soon as possible.
Best wishes,
The Laundrapp Team
Reply from Laundrapp
Hello Simon,
Thank you so much for your awesome feedback!
We are looking forward to serving you again in the future.
Kind regards,
The Laundrapp Team
First order- the one hour collection…
First order- the one hour collection and delivery slot that was available-WAS NOT when I tried to proceed and pay. The driver for the collection was more than two hours late. Extremely RUDE. It was my first collection and I did not have the branded laundry bag and the collection driver was outraged by this. let's see how the clothing is returned but for now, I do not recommend this app. VERY UNPROFESSIONAL!
14 July 2021
Reply from Laundrapp
Hello Emily,
Thank you so much for taking your time to write this feedback, and we are so sorry for the negative experience you have had with our service.
We would always ask our drivers to arrive within the slot, but I'm afraid due to issues beyond our control, this is not always possible. However, a delay of 2 hours is completely unacceptable so we will make sure that this is addressed.
We would also like to apologise for the behaviour of our driver. There is no excuse for this kind of behaviour and you have our word that proper disciplinary action will be given.
We sincerely appreciate your feedback as this allows us to grow in the right direction. I am really hoping that you will use our service again.
Kind regards,
The Laundrapp Team
I am happy with their services overall
I am happy with their services overall and I don’t understand why several people left bad reviews.
I have been using Laundrapp for several years and living in two boroughs of London, they are always on time and it’s so convenient that they collect at your door and deliver back at your door.
I mostly use them for bedding, duvets and bid bed covers that I can’t put in my washing machine.
I’ve also used them in the past for coats and decided to give them two coats last week. Everything was fine.
I have to say that maybe the service is not as “gold” as it used to be but only because for some reasons they have decided to save money on the packaging. It used to be all fully branded and the covers stronger, now they are using normal transparent packaging as any launderette in the high street would use. No problems though.
13 July 2021
Reply from Laundrapp
Hello Francesca,
Thank you so much for your amazing feedback and we are extremely delighted that you were satisfied with the service we provided.
We want to let you know that your feedback is extremely important to us as this helps us grow in the right direction. We will make sure that your comment regarding the bags is addressed.
We are hoping to serve you again in the near future.
Kind regards,
The Laundrapp Team
I’ve been extremely pleased with this…
I’ve been extremely pleased with this service. My laundry is always collected and returned when they say it will be. The cleaning and packing is excellent. Staff are friendly and responsive.
12 July 2021
Reply from Laundrapp
Hello Mary,
Thank you so much for the wonderful feedback! It was our pleasure to serve you and we are looking forward to your next order.
Kind regards,
The Laundrapp Team
Reply from Laundrapp
Hello Keith,
Thank you so much for the 5 stars! You have surely made our day.
We are looking forward to serving you again in the future.
Kind regards,
The Laundrapp Team
Shocking service
Pick up Wednesday .. late then drop off cancelled and delayed 2 more days . Disgraceful service … had to buy clothes for the weekend. £5 compensation shocking. Would not recommend as you just cannot be trusted with the service .
10 July 2021
Reply from Laundrapp
Hello Gavyn,
Thank you for taking the time to leave your feedback, and we are so sorry for the negative experience you have had with the service.
We completely understand your frustration as a 2-day delay is completely unacceptable. We want to let you know that we have been taking steps to improve our driver punctuality so that we can prevent this from happening in the future. I am hoping that you can give us a chance to make this right.
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.
Kind regards,
The Laundrapp Team
Very Slick!
Very Slick!
Simple/easy to use app
Get communication
Helpful support staff
Good value for money
9 July 2021
Reply from Laundrapp
Hello Anna,
Thank you so much for your amazing feedback!
It is our pleasure to help you and we are looking forward to serving you again in the near future.
Kind regards,
The Laundrapp Team
Reply from Laundrapp
Hello Mr Melman,
Thank you so much for the 5 stars! You have surely made our day.
We are more than happy to take care of your laundry needs!
Kind regards,
The Laundrapp Team
Excellent service.
Excellent service.
Clothes neatly folded. Texts to keep updated of collections and deliveries.
8 July 2021
Reply from Laundrapp
Hello Mary,
Thank you so much for taking your time to leave such amazing feedback! Your satisfaction is our goal.
Kind regards,
The Laundrapp Team
Super friendly driver and speedy…
Super friendly driver and speedy service! Quick turnaround with the redelivery and my clothes have come back in pristine condition.
8 July 2021
Reply from Laundrapp
Hello Reb,
Thank you so much for your feedback. We sincerely appreciate the 5 stars!
We are looking forward to serving you again.
Kind regards,
The Laundrapp Team
Horrible Experience.
Horrible Experience.
I wanted to dry clean a quite expensive trench coat and they burnt the colour, it was beige and became grey. Irreversible error. They told me if they can see it again to determine if it was their fault so I gave it to one of their drivers. a couple of days later, they accepted the error as theirs and asked me for more information about the coat. My mom bought it as a gift for me 4 years ago or so, around £200, it was in perfect condition. They offered me £17 in return FOR THEIR MESS UP, just insulting. But the worst thing is that I'm still trying to recover my coat because they don't want to give it back. I know i's ruined but IT'S MINE!! Give me back my coat!!
5 July 2021
Unprompted review
Reply from Laundrapp
Hello Paula,
Thank you for your feedback, and we apologise for the negative experience you have had with our service.
We want to let you know that we take these kinds of issues very seriously so I can assure you that your case was thoroughly investigated. We have taken responsibility for the damage so that is why we opted to compensate you. The amount is based on TSA guidelines and since the item was more than 4 -5 years old, I'm afraid we would not be able to reimburse you with the full amount you requested.
Furthermore, we are not trying to withhold your coat, it's just that due to logistical challenges, the delivery was delayed. We will make sure that the item is delivered as scheduled, once and for all without any delay.
Again, we sincerely apologise for the inconvenience.
Kind regards,
The Laundrapp Team
Quick and professional
29 June 2021
Avoid at all costs!!
Avoid at all costs!!
Had an order collected last week with delivery arranged for today, but my delivery was just cancelled and I only found out because I chased it. The earliest they’re offering to deliver is on Wednesday, but I need the items for tomorrow.
Every so often the driver is late and orders get cancelled or rearranged.
I’ll definitely be trying a different company.
Ian
28 June 2021
Unprompted review
Reply from Laundrapp
Hello Ian,
Thank you for your feedback, and we sincerely apologise for the negative experience you have had with the service.
I completely understand your frustration on this as the order should have been delivered within the slot. We want to let you know that we are doing everything we can to address your concern and get your items delivered to you today.
Again, we are so sorry for the inconvenience we have caused and we are hoping that you can give us a chance to make this right
Kind regards,
The Laundrapp Team
Not to be trusted with expensive items
Over the past year, I have used this service a lot, around once every two weeks and I have been really disappointed with their handling of expensive items. Despite my loyalty as a customer, they recently ruined one of my skirts and just hung it up - no communication whatsoever. And this isn't the first incident. I would not recommend this company for expensive items.
20 June 2021
Unprompted review
A problem on EVERY SINGLE order.
A problem on EVERY SINGLE order.
This time, the app says one price (£20.80), remembers then forgets you have credit from a bulk deal (so it should be £0.00), and then overcharges you without warning as you press order (£24.00)
The email receipt says £24.00. The app says £0.00.
Just the most dishonest company. Awful. The customer service team argue black is white, so it's a waste of time engaging with them.
Also checking their poor feedback here, the MD seems to go on the attack when legitimate complaints are made. I, like many others, are just trying to use up our credits before moving to a better competitor.
UPDATE
Whilst this reply (very different to those previously) is designed to make me seem unreasonable, it's worth pointing out that the bulk package expiry extension clearly never happened (hence why I expected the credits, still visible in the app, to work). That they concede the app is buggy, and also that even with this £10 credit, I still ended up paying for an order that should have been pre-paid...
17 June 2021
Unprompted review
Reply from Laundrapp
Hi Alex,
Thank you for taking the time to provide us with your feedback. It's important that our customers let us know when something isn't right so we can rectify it as swiftly as possible, though I am sorry to hear that your experience on this occasion hasn't been a more positive one. I've taken a look into this for you, and I can see that your prepaid bundle had expired in March of this year, and it seems that the app hasn't updated. This lead to the full amount of £24.00 for the individual hung shirts being put through as a capture charge. Our facility has now amended your order into bundles to give you the best possible offer, and the final charge for the order is £20.00.
Logging out and in again should resolve the issue on your app, I've made our tech team aware of this, and I'm very sorry for any confusion this has caused.
I've issued a request for your prepaid bundle to be reinstated and extended for a further three months and we've also sent you a voucher for £10 off of your next order.
If there is anything else we can assist with, please do not hesitate to get in touch with us.
Best wishes,
Holly from Laundrapp
Brilliant service
Brilliant service! App is quick and easy to use and my dress returned perfect. Highly recommend.
8 June 2021
Unprompted review
Consistently impressed
Having used Laundrapp for a while now, I’m a bit surprised at some of the more critical reviews. Customer service for me and the family has always been spot on, service is swift, professional throughout and any queries have been resolved swiftly and professionally. Laundrapp have found a great niche and fair play to them for being able to keep people on board.
5 June 2021
Unprompted review
An amazing service
An amazing service. Items collected on time by a polite and cheery driver. On return, everything was perfectly laundered and ironed. Delivered at a time that really suits me - so convenient. One less job for me to do.
Will definitely be using again on a regular basis.
Thank you!
Jasmine
5 June 2021
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.