delivery.com
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DO NOT use this service, unless you don't care, and don't mind paying for a headache!!!
I was leery about sending my laundry to a business through the internet, what if they aren't legit? what if the place is a hot mess and my laundry doesn't come back? I took a chance because I am getting used to the idea that things can successfully be done through an APP and it can be super cool and convenient. However "Delivery.com" and the merchants at "Wash and Fold Super Laundry" out in queens did more than provide unsatisfactory service...they literally just failed at customer service 101 and basic common sense/ human courtesy! I sent 5 bags of laundry to them on the 7/11 at around 6pm. I received a call on Sunday 7/12 in the morning from the merchant apologizing that someone didn't come to pick up my order. WAIT...what?! They tell me that they had to fire the guy who was doing pick-ups because "they don't know what he was doing but he didn't pick up some of their orders"...So now my greatest fear...some random person has my laundry and nobody knows whats going on. I tell the merchant that someone DID pick up my stuff at 6pm and we confirm the phone number that the mystery person called me from to find out it was his "other driver". They explain that there was some mix-up but they are glad that he picked up my stuff, I confirm if I should still get my delivery between 10 and 1 and they confirmed. It was 1:30 when I receive no calls about what was going on and I began to worry but I also didn't plan on waiting literally all day, so I call the merchant...No answer not even an official voicemail just a generic message for what I am now wondering is a personal phone. I call again, and same thing, so I call Delivery.com and speak with someone in customer service. "Hi I am still waiting on my laundry it would be nice to get an update if the driver or business is delayed, I understand that they had an issue yesterday with the driver but are they going to deliver my order? I tried to call but have gotten no answer". The customer service person tries to reach them and informs me that he is having a hard time too and will call me back. I receive a call back stating that the driver is in some traffic and is on his way but should be there soon its around 3 pm then. Around 4:30 the driver shows up, apologizes for being late and explains that HE WAS IN an ACCIDENT and got held up. SMH. I am given 4 bags and receipts on each bag with a listing of 5 items as "Wash and Fold" with a number indicating the weight next to it. Before I sent my order I weighed my laundry on a personal scale and estimated about 100lbs for the 5 bags $58.50 (including a first time ordering discount). One of the bags (which had a broken string) only had a comforter and 4 pillows (since it didn't need to be bound as tight). Looking at the bill it seems that they have charged me for 5 bags, 1 comforter and 7 pillows... I look at my APP and am expecting to see my order adjusted assuming they have just sent me a receipt that they use "in-house" and that these would be rectified. The next day I receive an email indicating that they have updated my order and billed me $110.00. All 5 bags PLUS 7 pillows, and a comforter?! I call customer service about the order because I only sent 4 pillows and 1 comforter and in the notes of my order I messaged that if there were any delivery or pick up problems or concerns regarding the order, to please contact me (because this is my first time doing this and I was worried that my laundry would not make it back). I explained that I received no communication except for when they picked up my order (the other driver), and when they thought they didn't pick up my order (because they apparently fired the other, other driver) and that If my estimation of weight was wrong and they were going to charge differently I should have been made aware of an additional 30$ for the itemized cleaning of pillows and blankets...that is just common courtesy. I also inform the customer service person that I only sent 4 pillows but was charged for 7 and that I am ultimately being charged 2x for the weight and itemization of the pillows and comforter (as they were in 1 of the 5 bags that were sent). The customer service rep takes this info, I clarify that I am concerned about a) lack of communication from merchant b)excess charge for pillows that don't exist c) charging 5 weights for the 5 bags sent, but sending back 4 bags (ok they consolidated...great!) and charging for the items in one of the weighed bags as items (pillows and blanket). The customer service rep confirms and states that he would need to reach the merchant to confirm and get back to me. It is now 1 week later and I have called 3 times to be told the same thing..."I see that they adjusted the number of pillows to 4 and not 7, and the merchant is willing to offer 20% if you use them again"...are you KIDDING? I have called 3 times about the issues of being incorrectly and overcharged and each time they say this, I then remind them of my initial complaint and they state that they have to call the merchant but haven't been able to get through(no kidding, neither could I), then they state that they are going to forward this to someone in their laundry department because there is nothing THEY can do until they speak to the merchant. Today on my 3rd call, they person I spoke with tried to tell me that "the cost was less expensive then other merchants, so the price shouldn't be a problem"...I'm sorry is this your money? Also, I am calling you to handle a discrepancy that has taken over 1 week to resolve, not asking you to review other laundry location charges to me! Then he wanted to transfer my call to the merchant?! What am I calling you for? Are you not customer service for the online service that is providing my connection to the merchant? Did you not take my billing info to process the charges? If I wanted to call the merchant, I would not have used this application/service...furthermore THEY DON"T ANSWER THEIR PHONES! which is also why I am here talking to you because they are lacking the ability to provide seamless service. I ask him to conference the call if he wants us to have a chat, since this IS involving all 3 parties. The customer service rep then places me on hold and calls the merchant only to return to the phone and say that the merchant "doesn't remember because there were a lot of orders, and that they recall there being an issue with pillows but that they have to look into it and get back to me" Here we go again with the pillows! I politely remind the representative that I initially called them and also messaged them on the app, and tweeted about the issues when this all happened and have been calling over the past week, and that it is solely the merchants fault for not moving to resolve this issue when it occurred by not being responsive. The rep seemingly siding with them says something to the effect that they "have to research it to see if what I am saying is true"...Lets try this one more time. I SENT 5 BAGS of LAUNDRY: 4 bags contained wash and fold items 1 bag contained 1 comforter and 4 pillows (that I understand now have to be charged as items, and were initially counted incorrectly) 4+1 is 5... If my bill (adjusted for amount of pillows) shows: 5 bags of "Wash and Fold" weighed laundry 1 comforter for $X 4 pillows for $X Then it is pretty CLEAR that I have been charged for my pillows and comforter as BOTH weight and as items. The Customer Service person asked me 2 times if I explained this in my earlier calls..."YES!, and I called today to talk about the same thing because whenever I call about this, I am told that someone will get back to me when they hear from the merchant, only after they go through the discount that the merchant will offer if I order again, and the fact that the merchant took 3 pillows off which they should have done since I actually only had 4 pillows, and that THIS doesn't rectify anything". This REALLY isn't difficult. It shouldn't require the customer to have to call 3 times to articulate the same thing for someone to still not get it, or pursue a resolution. Additionally it is inappropriate to talk about comparative costs when your focus should be on SERVICE. I will NOT use this service, I will NOT suggest this service to anyone, and if there is any place to share this review I will continue to inform consumers of the dearth of service provided.