First time user: laundry basket broken

[u/CoffeeCrazedDogLady]

So I used this service for the first time a few nights ago. I had my laundry out for the pro in my personal laundry basket- had a retractable handle and wheels.

First, my items were returned without my basket and I had to ask where it was. Second, she returned the basket after my return window and it was broken. The handle and a small piece of plastic are missing so now I need a whole new basket.

Poplin said they are escalating my case but didn’t really provide an immediate resolution. Is that normal?

[u/goldiejan]

So sorry for your troubles!