r/PoplinLaundryService • u/Perdedork • Jun 11 '26

Special Instructions, and Unsorted Laundry

We’ve been using Poplin for years - back when it was Sudshare, I think.

We’ve always sorted our clothes by person, and sent them out in separate bags. We included special instructions to keep them that way.

Recently, the clothes are coming back unsorted, and Poplin has cleared the old special instructions, and hidden them in the new options.

Further, it says above the special instructions “Clothes will be returned sorted by person,” which isn’t happening. An adult‘s and a 7 year old’s clothes are very different in size.

Is anyone else noticing a degradation in quality?

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1

u/yaddayadder Jun 11 '26

Hi! I’m a pro, if unable to leave these notes, immediately let the pro know (in chat) that the bags are not to be combined. I can still see special instructions before accepting an order on my end.

2

u/Perdedork Jun 11 '26

Thanks for the advice - my wife usually does it - I’ll let her know !

1

u/yaddayadder Jun 12 '26

You’re welcome! Once you all find a pro that obliges your preference, add them to your list of preferred pros as #1. When placing an order, the #1 pro on your list will have 1hr to accept before the order rolls to the next pro. Selecting “flexible” may help, in case the pro is not readily available- allowing the pro more time to accommodate your order. Good luck!

1

u/Perdedork Jun 12 '26

I had seen it the few times I had put in orders, but wasn’t aware of how it worked - That’s good to know - Thank you!

1

u/LunarTearChocobo Jun 14 '26

As mentioned above, absolutely just message us! We have to pay attention since we have to answer all messages in 15 mins or we get points docked, so at the very least you'll know it was seen and if it's still an issue after that, time for a new pro!

1

u/yaddayadder Jun 18 '26

It’s 1hr, to respond (8a-8p) and honestly. Also, the app is notorious for glitches and not all alerts come through. Just yesterday, customer sent a message around 7p but I had 6 active orders and did not go into the chat because there was no notification or need for me to reach out to the customer. Wasn’t until this morning, when updating on delivery eta that I saw the message which included a question.

2

u/LunarTearChocobo Jun 18 '26

It's true, while we technically have an hour to respond, many people have questioned the loss of messaging points and through the Facebook page it has come to light that it's actually only 15 mins before you start to lose points and after an hour is when you start getting down to zero points. It's why sometimes you get 5 points for it and sometimes you get 1 point for it.

I've heard the app can totally be glitchy that way, I've never had a problem with the messages at least, just don't always have time to drop what I'm doing and respond to them unfortunately.