We want our customers to have the peace of mind of forgetting about their laundry from when you place it on the doorstep to when it is returned, neatly folded, and organized.
So, we are outlining here how our process works, and what to expect. You don’t need to be home to meet us (it’s ok to leave your laundry out for us on your pickup day). If you are a first-time customer, please place it in a sealed bag. Upon your first return, you can start using our custom duffle bags. In your account page on our website (or, if you prefer, in our app), you will be able to track every stage of the process (e.g. picked up, being washed, being folded, ready for delivery, out for delivery, etc.). And, if you opt to receive emails or SMS messages, you will receive update notifications (e.g. E.T.A. for pickup, picked up, E.T.A. for drop off, delivered, etc.).
We focus on meeting your specific laundry preferences rather than a one size fits all, next day turnaround. So, we commit to second day return (third if a Sunday is between your pickup and delivery date). Yet, if you need next day turnaround occasionally, please call us.
You can interact with our domestic Customer Satisfaction Team Members 12 hours per day weekdays or four hours per day on weekends (except holidays) by phone, email, and even website chat. They only serve laundry services like us. And, when they join our extended team, they each receive a detailed, nine-page orientation sheet written by our Founder that orients them to how we all serve our customers. They communicate special needs or situations to us immediately through special notes entered in our software on a dashboard monitored by all our managers. And, we also have an internal, Customer SatisfactionTeam Member who monitors this dashboard daily. She is in close contact with our Founder and managers. She follows up with customers on special
Our large business customers will also have access to the cellular phones of our three managers and our Founder. Our large business customers may arrange for special pricing and special payment terms.
For our residential customers, a pre-authorization based on an initial weight is placed on the credit card on file the night of your pickup. The final transaction is processed after the laundry has been completed on the delivery day. The final transaction amount is based on the dry, clean weight and any special, large items (e.g. comforters, rugs, etc.; please see our pricing page for specifics). If you select SMS text invoices, you will receive a final amount by text.
If you select email invoices, you will receive a full invoice by email. Any customer who selects email invoices will notice a thumbs up and thumbs down symbol at the bottom of the invoice email. In the rare event that you are ever not fully satisfied and press the thumbs down button, you will be asked to write specifics. What you write will be immediately placed as an open support ticket in the main part of our software dashboard monitored by all our managers and our internal, Customer Satisfaction Team Member. Our managers will use this information to help our team members improve. And, if we really fell short, we will contact you to figure out how to make it right and leave you satisfied.
Perhaps most importantly, if you are a family, your laundry will be returned separated into separate bags within our customized carry bags based on family member (i.e. Dad, Mom, boys, and girls). So, in most cases, you can simply remove your already sorted clothing to put in its place in the correct drawers at home. If your preferences ask for shirts to be hung, you will receive your shirts back on hangers to hang in the closet. If you regularly have your shirts hung, you will also have a hanging clothing bag, along with your custom duffle bags.
We have not found a more environment friendly way than plastic to maintain this separation and keep clothing tight and neat while on the custom-made shelves in our vans. So, we do encourage customers to return the plastic. We will keep your plastic bags for use with your clean clothing, and eventually replace them if they become exceptionally wrinkled.
Finally, with us, there are no contracts or subscriptions. We train our team members to follow our detailed procedures and our customer preferences with attention to detail. We retain customers by doing our best to do it right, or if necessary making it right. Our detailed FAQ outline even more specifics of what to know and consider. Our weekly customers receive a reduced price and can opt to receive reminder notifications the night before their recurring pickup day. Our by request customers can schedule a pickup by logging into their profile on our website (or if they prefer, using our app), by contacting our team by phone, email, or website chat, or by allowing reminder messages that allow you to click a button and place yourself on our pickup schedule.