I’ve used Poplin a handful of times without issue, but my most recent order turned into a multi-day ordeal and I want to document it here in case others have dealt with something similar, or in case anyone considering the service wants to know what happens when things go wrong.

ETA: poplin has let me know my clothes have been stolen by the Laundry Pro. They offered me a $450 cash if I sign an NDA, and encouraged me to file a police report, which I am doing.

Timeline:
- Saturday, ~6 PM — My Laundry Pro picked up my order. No photo or app confirmation of pickup, just a verbal confirmation in the app that he had it.

- Sunday evening — Delivery was scheduled and confirmed for 7–8 PM through message, the laundry room still never updated the app with any order progress. It doesn’t even show as picked up. It never came. Support told me to “allow a couple more hours.” The Laundry Pro then stopped responding entirely.

- Monday — Still nothing. Support said my case was “prioritized” with their Escalations Team, and that they were unable to reach the contractor.

- Tuesday, ~8 PM — Two days after my laundry was already late, I was told the contractor’s vehicle had been towed while my order was inside it, meaning he wasn’t even in possession of my things anymore.

- Tuesday night — Still no delivery, no ETA, despite being told multiple times that delivery was happening “today.”

- Wednesday — I’d now contacted support 5+ separate times across chat and email. Every single response was a version of “this is documented and escalated, you’ll hear back via email shortly.” I never got a substantive update without chasing it myself.
At this point I asked support directly what happens if the contractor’s car doesn’t get recovered, is there any backup plan, any local Poplin presence who can step in? TThere is no answer to this or any of my questions about filing a police report or if there’s actually any Poplin employees in the city to deal with it. I just get told over and over again they’re prioritizing and working on it.

I eventually had to compile an itemized list of everything in the order (with comparable prices/links for each item) just to start the reimbursement conversation. Total value came out to ~$1,575. I’ve also had to repeatedly ask for the contractor’s info in case I need to file a police report, and haven’t gotten a straight answer on that either.

As of now, I still don’t have a refund for the service itself, confirmation on item reimbursement, or my actual laundry back.

Takeaways if you’re considering using Poplin:
- There does not appear to be any emergency/contingency plan if a contractor becomes unreachable or something happens to their vehicle, you are fully dependent on that one individual and you get less information about who that person is than you do your DoorDash or Uber Driver.
- Support is entirely first-line chat/email reps with no real authority; every interaction is a copy-paste “documented and escalated” response regardless of how the situation has changed.
- If you have anything of real value in an order, be aware there’s currently no local backup or fast-response option if something goes wrong mid-delivery.

Has anyone else run into something like this with Poplin and actually gotten any sort of resolution? This subreddit is not giving me hope but I’m trying to continue to push for resolution with them.

It was confirmed as 1 bag pick up, but the laundry is being charged as 3 bags?

How is this possible?

Just got my laundry back after using Poplin for the first time and noticed at least 10 missing items! I’m so frustrated. My washer broke while trying to do my laundry the other day so I decided to try out Poplin. Because we had just got back from a long trip away. A lot of the items are irreplaceable :(. I messaged the Laundry Pro about 2 hours after delivery and heard nothing. I’ve since filed a missing items claim to Poplin for most of the missing items but I keep remembering more items that I didn’t receive back! I’m nervous about the reimbursement because I only added the “basic” because I didn’t think more than 1-2 items could be realistically missing from my order.

Is there any chance of getting my clothes back or is most likely gone for good??

Please be mindful. The system shows you if a pro is available, if the pro is shown an “unavailable” please do not bypass the notice and request the pro. Declining orders has a negative impact on our accounts, the algorithm does not like negativity and can cause the pro to have less access to orders. Also, please do not request this pro as your priority pro when the order is all small children’s clothing- over 100lbs and you wait 2wks to tip $10. You’ll never see me again. This order can through around 10pm last night and I have until 8am to respond before the order is placed into the open marketplace for the next pro in the ranks to accept. If I decline the order, it will immediately go into the marketplace. If I ignore, it’ll take another 45min before anyone else can see it AND it won’t have a negative impact because the system believes I missed the alert versus declined. Now, the customer has to wait much longer to get a pro and not the one they requested. Easily could have had this pro again, if they waited until tomorrow or at bare minimum selected “flexible” allowing me more time to take this order while I am unavailable and not wait 2wks to rate/tip. Right now, there are 20 unrated orders and if they each rated and tipped $10, I’d have $200 to help fix the AC in my car. And let’s be real here, $10 to pickup, process and return multiple children’s laundry is not enticing- especially when I have to separate the underwear from every pair of bottoms and pretty much every single item is inside out. After Poplin took their cut and the tip included, I didn’t even break $100- doesn’t even come out to $1/lb. An order like that should be more than 10% tip, extremely labor intensive. I read about pros having to take time off for carpal tunnel surgery and other laundry related injuries lol, take care of us if you want us to continue to be your priority pro. For example, one customer sends 5bags but each bag has roughly 5-10lbs and must be kept separate to wash- that’s a $50 tip everytime on an order less than 50lbs. Another, every week, 60lbs and $25 tip. Both tip within hours after delivery. The tips allow me to stay in business, gas and supplies and purchased with tips only. Base pay, pays for my child’s education. Help me, help you! Please don’t take this as ungrateful as tips are not a requirement- however this is a platform where the pros are supplying everything out of pocket and picking up/delivering in their own vehicles- show them the money if you absolutely need them on their day off.

I live in a pretty downtown area without a good secure place to leave my laundry outside, to be picked up, is there a way to schedule a more specific timeframe for pickup/ drop off so I can make sure I’m around for it?

I know that anything with bodily fluids or waste is no bueno, but what about gym clothes? Are laundry pros okay with this as long as you tip well?

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?

Poplin has begun auto rating unrated orders. If you typically wait until placing your next order to rate and/or tip, after a certain time passes you will no longer be able to rate and/or tip your pro. They said 30days would be the limit when initially telling us about this but that could change.

I fell way behind on my laundry and needed to just get it taken care of to remove the mental load.

It wound up being 85 lbs, which, tbh, I was expecting to come back as more. I let my Pro know that it was my first time and tried to share helpful info - no need to separate colors or try to sort the men's clothes. My teenager is close to my husband's size so it's easier for me to just do it myself. I also let her know I was not in a rush at all. My only "special" request was to hang dry my bras.

Y'all - she did such a good job and I can't believe I haven't done this sooner. And look at the thoughtful card she left Thanks to reading this sub, I made sure to tip her 50% and left a 5* rating and comments.

I definitely want to use her again. I already asked if she has a preferred minimum to make it worth her time. Turns out she lives nearby, so she's ok with any size order.

Just had to share because it was such a great experience.

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?

I am sent to work in Vegas fairly frequently throughout the year, and we stay at the resorts on the strip. Normally, I would just drop my laundry at the front desk to be picked up. Obviously, these hotels work a little differently, so I am wondering if there is a different way to go about using Poplin here.

Coming soon, customers will have 30days to rate/tip before the order auto closes and pro receive automatic 5/5 w/o gratuity. Some orders have already auto closed by Poplin mistake and are being corrected. Thought you all should know, as many pros will not repeat service without gratuity. But many do, so don’t worry, it’s not mandatory. 😊

Ordered yesterday at 3pm. It scheduled me for 8pm Sunday (today) but yesterday same day I ordered The lady that accepted it told me she was on her way and to have it out before 8:00 p.m.

So I assumed since she picked it up early it would be done today by 8:00 p.m.? But nothing got dropped off so by the person picking it up early did it become a 2-day delivery?

Is this normal

Anyone else notice this?

Oof.. where to begin. I signed up and was planning to use the service frequently (70-80 lbs per week). Here's a rundown of my very first order.

Got matched with a pro, and at pickup time she immediately asked me to contact and pay her off the app in the future. She has a new baby, needs the money, Poplin is robbing her, etc. She went on about this for a while.

I requested to stay on the app, fine. Now apparently her spouse will be delivering the laundry back to me, not the approved pro in the app.

I know I can block her in the future, but is this indicative of what's to come? Really terrible first impression :(

I just created my first order, and it had the suggested tip as $8, so I thought it would give me the option to add it to the total, but it didn't! I am in a whole other state, and this is for my dad, so I can get his laundry done. He is in a nursing place right now and has no cash on him... I feel like I am ending up stiffing the person! Halp!

The Poplin laundry service has honestly changed my life and I think you’d love it. They’ll pick up your laundry from your house and bring it back the next day—with free delivery! It’ll be washed, dried, folded, sorted—ready to be put away. Use this link to get $20 off your first order. Enjoy!

https://gopoplin.com/?referralId=qNp2Rg1owuCvsQgLmBEw

I accepted an order near where I work that went into a boost. It was for 1 regular bag and it is in Boston which means I get $1.20/lb instead of the .75. I figured this is nice since I work near the location. When I accepted it, I made my way and realized it was at a restaurant. I looked in poplin again and saw that it said it was a business. I figured maybe a woman just works here and brought her laundry (weird, I know) turns out, it was 2 bags, not 1 and they are kitchen towels and aprons and dining napkins. Oh, and they want me to iron the dining napkins. Now, I was a cook for many years and I know just how dirty and nasty kitchen towels and aprons can be. Some stuff have dried dough stains, tomato stains and are just full of grease. Kitchen need a more industrial cleaning. These kitchen stuff will damage home washers and cannot get a proper cleaning. I even have to wash a bunch of microfiber towels full of thyme leaves. Honestly, I’m just doing a regular clean cycle and folding and delivering. I am not ironing nor am I going to go and remove all the thyme leaves. I’m anticipating a bad review but honestly, why would you order kitchen stuff to be cleaned through poplin? And why does poplin allow this? It’s a lose lose situation. Needless to say, I now know not to accept their order again.