Avoid. Over £50 of clothes has been lost by them. I have skin allergies so it is hard for me to replace clothes easily. I contacted customer service and all they offered was £10 off my next wash. No thanks! Genuinely shocked at how bad they have been

I sent in three long coats to dry clean; according to the price list, it should be £28 per item, but I ended up charged £117 for the total. After reviewing, they claim one charged £60 because it’s a designer coat, which I don’t understand. After all, two of those three are designer items. During internal communication, the app kept sending me screenshots claiming I’d agreed to the price when I proceeded with the order.

Their workflow is flawed: my item wasn’t confirmed during collection, and I’ve only received confirmation afterwards, which leads me to believe that was the confirmation of the item quantity. Not to mention, the screenshot Laundraheap staff claimed to be evidence, nor even the mobile dimension convinced me that was the page I saw. If I have to click deeper to see the price and it was never shown on your price list, sorry to say, but it’s a scam.

Customers, run away! Otherwise, you might end up charging £60 for dry cleaning a coat one day.

Avoid this company there ruined my plans 6 times by changing the delivery time then still didn’t show up but charged my card I will taking my case to the small claims court for compensation everyone else should do the same

This is the worst dry cleaning service I’ve ever used. First they didn’t follow label cleaning instructions and they damaged the garment, secondly the fresh water solvent coffee stain was not removed, the garment was returned to me without any quality check prior or an attempt to try to clean the stain for second time. So, for a garment that costed 900£ they damaged they offered me 5£ credit for the next use of their service! How mental is that, as I would ever use them again after just happened!

Absolutely worst service I have ever recieved, I would recommend no one to use this company. Items were not delivered on time and the customer service were awful.

I had delivery scheduled for afternoon on December 24th. No buzz at my door, no calls – I only found out it had supposedly been tried when the app said failed delivery, with redelivery scheduled for after I left London (on business). I was only here on holiday, with few clothes and suits, so I contacted them and they rearranged delivery for that evening.

That one I did get updates for, but suddenly it failed to when they were just on their way to me (just one or two stops away), and delivery was automatically rearranged for even later after I was already gone. They told me it was because the vehicle had broken down.

After contacting them, firmly and politely, for two days (offering to go and collect my stuff from them, or asking them to send it in a taxi, and even paying to push back my travels so they could deliver on the morning of the 27th), they finally let me know mid afternoon on 26th the real reason my delivery hadn’t arrived: part of my order (or maybe part – I can’t tell whether this is the truth either) had been misdelivered. They were only going to go collect it on the afternoon of the 27th, after I am gone, despite knowing that, and deliver it even later. I am already 100 quid down on shifting my travel times, have heard nothing else, and tomorrow I will likely have to spend even more buying new clothes, including suit trousers, various underclothes, and a coat. Thus far, all they have offered is 10 pounds credit, and no promise of a refund, despite every failure (including the lies) being on their part. I will update this review if and when a solution is offered, but thus far I haven’t heard back from them – and it has been many hours.

My advice: don’t use this service. There are many others in London that actually have contact numbers and better reviews. They are good on trust pilot, and my friends and family have had good experiences when it works, but looking more widely I have seen a number of issues like mine (although the lies are a new one).

The worst laundry service I’ve ever used. Clothes arrived damp, wrinkled and mostly unfolded. I’m honestly surprised they even cleaned the clothes. Waste of money. Use this service to spend a lot and still have to do 50% of the job yourself

Week 1:
Failed Delivery and Inaction: The ordeal began when Laundryheap egregiously failed to deliver my laundry. The driver, clueless and unhelpful, speculated that my items could have been wrongly delivered to another customer. Calls to customer service were met with a deafening silence, leaving me stranded and desperate for a resolution that never came.
Week 2:
Emergency Linen Purchase: The situation turned critical when I had to urgently buy replacement linen for my Airbnb guests, incurring significant unplanned expenses. This was a direct result of Laundryheap’s blunder, and their lack of communication amplified the chaos.
Week 3:
Discovered Damage and Dismissive Responses: When my laundry finally arrived, it was unusable – reeking and stained with what looked like yellow paint. It was clear the linen had been misused, perhaps by another customer, and returned without any cleaning. Laundryheap’s responses to my complaints were dismissive, offering no acknowledgment or compensation for the ruined bedding.
Week 4:
False Assurances and Continued Negligence: Laundryheap promised to re-wash the damaged items, yet returned them with the same stains, contradicting their claim of having removed them. They sent photos alleging the stains were gone, which was a blatant lie. I was counting on this laundry for new guests, and their incompetence left me in a bind once again.
Week 5:
Unauthorized Charges and Gaslighting: I discovered unauthorized charges on my card from Laundryheap. Despite providing screenshot evidence, they denied responsibility, gaslighting me and causing further financial strain.
Week 6:
More Delays and Token Refund: After weeks of exhausting back-and-forth, Laundryheap finally acknowledged a portion of their financial errors by refunding a paltry £2.99 for the canceled subscription. The issue of the $10.30 unauthorized charge was left hanging, with them asking for even more information – a stalling tactic I’d become all too familiar with.
Week 7:
Lack of Accountability and Resolution: Laundryheap’s communication strategy seemed to revolve around sending arbitrary responses designed to delay any real resolution. Their correspondence was void of substance, ignoring the pressing issues at hand and failing to recognize the urgency and distress their service failures had caused me.
Week 8:
Empty Promises and Refusal to Compensate: As I sought answers and compensation for the damaged bedding, Laundryheap’s promises of action remained unfulfilled. The company’s reluctance to admit their fault in the mishandling of my property was evident, with no compensation in sight for the full set of bedding that was now damaged beyond repair.
Week 9:
Token Gestures and Continued Financial Mishandling: Finally, Laundryheap made a shallow attempt at rectifying one of their many errors by issuing a minimal refund of £2.99 for a canceled subscription. Yet, this did little to address the larger issue of unauthorized charges, including the $10.30 transaction they had previously failed to acknowledge or resolve.
Conclusion:
A Warning to Potential Customers: Laundryheap’s abhorrent behavior throughout this process was not just a series of service failures but a complete disregard for customer experience and satisfaction. The company’s handling of my case was characterized by deceit, avoidance, and negligence. They not only caused me significant financial loss and stress but also the mental anguish of dealing with their circular and dismissive customer service. The distress I endured due to their unprofessionalism was unacceptable. I urge anyone considering their services to take this account as a stark warning and steer clear of Laundryheap. Their behavior towards customers is not just disappointing; it’s outright disgraceful and should be admonished.

Oh dear. I sent a very large order to Laundry Heap including dry cleaning and two bags of repairs. Communication seemed thorough – I was asked about some of the repairs. Seemed strange that no queries were made about the other bag and when I enquired specifically about it I was told it was dealt with.

Four times the delivery was delayed, once only after I’d asked where it was after an hour past the deadline. When they came back the one bag I’d questioned was dry cleaned and none of the repairs done.

It was very difficult to raise a complaint – only picked up via the app after multiple emails. Lots of different agents picked it up, lots of automated emails meaning I had to start the process again.

Laundry Heap admitted they didn’t know what to do with that bag, so dry cleaned it all. They said it was my fault for not labelling it properly. No responsibility taken, no goodwill gesture. Nothing. Laughably they said they’d get it right next time.

This is not a company you can depend on either to get an order right or to make good of something goes wrong. We can’t use them again after this experience.

They delivered someone else’s shirts.
Through the app you have to fill in 3 pieces of info per shirt lost and received before they help you.
Arranged a time for them to collect the shirts.
They arrived 5 hours early and I was not home.
They could not deliver my shirts as they had got them wet en-route.
They CHARGED ME to launder my shirts that they had got wet.
I complained – they said nothing could be done but 10 quid off my next order.
I complained louder, they removed the costs and apologised.
They then delivered the incorrect shirts again.

Not. going. well.

If I could give zero stars, I would. This company should be called “Trash Heap” because that is where your clothes may end up if you send them in to be laundered with Laundry Heap.

My wife and I were in London for a two-week stay. We sent two loads of laundry to be done by Laundry Heap. Pick-up and delivery were excellent, but the service was horrible. We separated our clothing into light and dark colors and paid for the colors to be laundered separately. When the clothes returned the majority of the laundry was damp, we were missing a sock and they ruined two shirts, stained a pair of shorts and died a white shirt blue.
Because there is no way to contact the company other than through the app, had to log three separate complaints. One each for damp laundry, a missing item and damaged clothes.

Laundry Heap e-mailed me and asked me to return the damaged items for them to try to rectify the situation. How do you fix a shirt stained a different color? You don’t! They ruined 1/3 of the shirts I brought with me on vacation from the US. I refused to send my property back to them. After five e-mails back and forth, the best they would do is refund the full cost of the service. They offered $6.95 for a pair of socks that cost $14.99 to replace. They said this was because the socks were two years old. They depreciated a sock!

They did nothing about the damaged clothes. Their idea of compensation was to refund what I paid for the service they didn’t complete and executed poorly.

When I placed the order, the app said “you saved three hours”. In reality, I spent more than three hours dealing with their customer service and laundering my own clothes for the rest of the trip because I could not afford for another shirt to be ruined. One top of that, over $200 of my property was ruined or lost.

Please DO NOT use this company. They can’t provide basic services and will not make things right when they fail.

Poor organisation will unacceptable service. Lost many of my items and there isn’t even a number to call!!!
They mix up items and send you someone else’s laundry

MY ITEMS WERE WORTHY IN EXCESS OF £1600 .
THEY ALSO CANCELLED MY DELIVERY 2 TIMES AFTER MAKING ME WAIT BETWEEN 17:00-20:00