UpperCrust Laundry (NO drop offs from clients! We pick up and drop off)

Nov 2022

Used once after recommendation from a friend. Gregory was excellent with communication. When I got the email of date and time with return, the date was wrong (said January 1 and it was mid November) and with no time. No contact from anyone when my items were actually dropped off, and among my items returned were two socks that were not ours. I tried to call the number onThe website, left a VM and over 1 week later no return call. Again Gregory kind and replied to text and apologized. I thought I'd give one more try out of desperation due to a broken washer. I went on their website and chose the date and times offered on their website, and my request was declined for reason...read full review

Oct 2022

Had several good experiences with the company (and I should note the clothes were always well-cleaned) prior to this last one. Unfortunately, the unprofessional approach of the company during our last interaction led to a splitting of ways. I had scheduled a laundry pick-up for the next day at 12 pm the night before, and that appointment was confirmed/accepted early the morning of the scheduled pick-up. Fast forward to 2 pm, and I happen to walk by my door and see my clothes still sitting outside. I immediately called the company, and left a message, querying why my clothing had not picked up. Over two hours later, I received a text (not a call), explaining that the company...read full review

May 2022

My original review from March 9, 2022: I used this service for nearly a year. After a few months, I was told that I could only schedule pickups on Wednesdays because that is when they come to my area. Fine. Sometimes the pickup would be hours after the scheduled window. Okay. At one point I received laundry back that didn't fully fit in their provided black bag, so my towels and linens were placed in that bag, and my intimates were placed in a transparent plastic bag which was on display in my building's lobby until I returned home. Not great, but I continued to use them. Today I had a pickup scheduled and completely forgot about it, thus had no laundry ready when the driver came to my building. This is the first time I had made any such error. The company's owner emailed to say that I would be charged a $25 fine if I continued to use their services, citing the cost of gas. As a result, today was my last day as their customer, because I find it unreasonably punitive to charge $25 for a one-time mistake and cite the cost of gas when I was limited to Wednesday pickups in the first place as the day they'd be in my area. UPDATE -- Adding screenshot of the owner's response to my initial review on Google so that it is not lost to further editing. I also cached their website on the Wayback Machine. Overall, this is a small business that is still learning about how to run a business and handle customer service; leaving snarky, defensive responses to reviews is not a winning policy or professional. Here are my replies to the owner's response; my original review is below. 1) Owner stated that I never found time to "put in a word of appreciation" in the year of using (paying for) their service and now complaining when things don't go "my way." My appreciation as a customer was continuing to use their service after being limited to one day per week for scheduling pickups and having my underwear on display in the lobby of my building (not in a "private room"), which I wouldn't describe as things "going my way" in using their service. 2) Owner states that my complaints are "sudden." However, I did complain in Sept 2021 when my underwear was left on display in the lobby. Actually, let me go ahead and attach a screenshot of that too -- you'll notice no apology in that response. I've tried to be accommodating in support of a small business but reached my limit. 3) Owner does not deny that pickups were outside the scheduled window and instead stated that it didn't matter because my laundry was "safe." In fact, I don't think it's our doorman's job to handle my laundry pickup, and he will attest to me having sat there in the lobby waiting for the pickup so that I could handle it myself, and I finally gave up because I couldn't afford to keep sitting there waiting, so reluctantly I let him handle it. The owner states that it was in a secure room, however, since the owner has no context about the operation of my building, they would not know that that office is frequently left unattended and packages have gone missing from that room. But alas. 4) Owner states that reminders are sent about the pickup. There were occasional "driver on the way" emails for some, not all, of the pickups I've had, but I did not receive any such reminder for the pickup that was scheduled for March 9th. Also, I'll just say that I was not aware of the lockout fee before this incident, and if I had known that a fee was going to be charged, I would have brought my laundry down within 5 minutes when the doorman called to say the pickup driver was there. This fee is not listed on their website anywhere, and just in case they decide to add it later today, I've cached their website on the Wayback Machine for reference.