ByNext - Home Help, Delivered
Reviews and Complaints

I’ve had a handful of decent experiences with cleanly, with a few issues before (I.e. one time all of my hang dry items came back with a terrible odor that I couldn’t get out for more than a year) but the pick up/drop off has usually been smooth. However, this morning I woke up at the beginning of my delivery window to two emails, one confirming a change to my pick up time to hours later (uhhh I was asleep...) and another claiming I had missed my pick up (which simply didn’t happen). I have sent 4 emails to customer service and have called and been hung up on 3 times. I somehow can still track the concierge as if he was on the way, and the app claims he’ll be here any moment (it’s literally 13 hours later)! I am leaving town soon an really needed my laundry, and luckily was able to use another app to do it with only a slight delay. I will certainly never use cleanly and will spread the word to EVERYONE I know to not go near this company. This is absurd.

Edited to add: my concierge showed up the next day while I was at work, called and couldn’t help me, and I was then charged a $5 no show fee for “missing” my pickup. Unbelievably awful experience.

I was very concerned about using this service since there were so many reviews about losing items. All it took was a haphazard pickup experience for me to cancel the order. I will never use this service and would highly advise others not to either.
When the valet arrived, they had no idea I was a first time customer. The person who came to my door didn’t speak English and had to call the driver so I could explain I needed bags. The driver came up with bags and asked if I lost mine. I explained I was a first time customer and she seemed surprised. I repeatedly asked if she could show me the name tags for my laundry (I was concerned about losing my laundry based on the reviews). She kept saying yah we can get tags for you if you need. Obviously this was highly concerning- it is clearly not an “IF” I need my laundry labeled as my own... She kept asking if I needed more bags to replace the ones I lost, which concerned me even more since I had no bags to begin with. When I pressed her about the labels she responded- do you need me to help put your laundry in bags because you need to hurry up. It became clear my bags would not get labeled, so I cancelled the order.

I’ve had overall great experiences with Cleanly. I love the convenience of their app and their service, and they’ve always been on time with the clothes neatly folded. I’ve been using them twice a month for almost a year and definitely plan on continuing to. Can’t imagine going back to washing my own clothes

I originally used Flycleaners when I first moved to the city, and a lot of the complaints I’ve read in Cleanly’s reviews I experienced much, much worse with them (always late, often rescheduling, losing items, bad customer service, etc.). My experience with Cleanly has been night and day better.

With that being said, though, they are pretty pricey and there are a few obscure fees that I’ve been frustrated by. Their (almost entirely automated) support chat is also very frustrating if you don’t have a really straightforward question. Also, their reimbursement for damaged clothing is terrible - it’s something like a maximum of 10x what it costs to get it laundered (~$15). This was fine when it was just a pair of compression shorts, but if they destroyed anything much nicer I’d be pretty upset. I’m not sure how this compares to other laundry services’ policies, though.

They are so unprofessional and irresponsible. I tried them multiple times and always with an issue. Last incident it was the worst. I sent them 100 lbs of laundry and supposedly they scheduled for next day. I was contacted by their concierge to be informed that they won’t be able to finish it by next day and they need more time so they went ahead and scheduled me for drop off the day after I said it’s fine. Then the day after 15 mins before the 2 hrs drop off window end and after I came early from work to be home when they come I get a message that the driver had emergency and they can’t Locate my laundry so they won’t be able to deliver it it and that they went ahead and scheduled me for the. Day after. That drove me crazy as I needed the laundry back urgently for work clothes , towels and w everything. They were so dismissive with zero empathy or understanding to my urgency. It’s very 3 days now and I never received my laundry. On top of that the few times I used them I always had missing items or spoiled items or instructions are never being followed. Save your stuff and money and never use them. It’s so inconvenient. I recommend Rinse better prices and more convenient and professional.

Hands down the most unreliable and painfully disorganized laundry services all the way around... I've used them a handful of times, and I've regretted it every time.

They've repeatedly failed to deliver my laundry in the promised window of time, always pushes out for some reason or other. They've even pushed it out by over 24 hours in the past, forcing me to change a flight because they had the items I needed for the trip. Additionally, they've lost my laundry all together. And they have charged me "missed pickup fees" though they actually picked up the laundry at the right time, because I was home.

Their operations is a hot mess and not worth the headache it'll cause you. You can't trust it. It's always be something and they'll always have some weird, too much information, excuse. They either can't deliver on time, or they loose a sock or they "accidentally" charge you a missed pickup fee.

Also the customer support folks who text with you are terse at best and often misinformed.

Their consumer app is good and the laundry itself does come back in good condition. But I can’t use them anymore because there’s too much drama and uncertainly around whether the scheduling will get messed up or not.

Long and short of it, this service is unaccountable and you are at risk of losing your items! From pick up to cleaning, somewhere in the process, Cleanly lost my suit. I reached out to their customer service when it became apparent something was awry, as the suit had not delivered 3 days after the delivery date. I was told they could not locate the item, and they would initiate an inquiry in which they would give themselves 10 days to find the suit.

After 10 days, I reached out again, having heard nothing from their POC, who let me know that if they could not find it, they would only compensate me for 10x the cost of cleaning (approx $150 dollars), not the actual replacement value of the suit. That is about an $800 dollar difference between those two numbers, without tailoring or other factors included. When I had Nordstroms reprint the receipt, provided tags, etc, and they did not feel that warranted a different review. This policy is not located on their Ap, nor is it anywhere to be found when you agree to their pickup/delivery.

Seeing as they have were not proactive in identifying the issue, they were unwilling to volunteer information as to the status of the inquiry and totally unwilling to work with me to provide the replacement value for an item, I would not recommend using this service.

I used Cleanly’s service exclusively for three months and unfortunately had to discontinue after numerous highly disappointing experiences.

First and foremost, the service is highly inconsistent and it seems unlikely that the laundromats they outsource to (whichever those may be) follow the washing and drying instructions you set. On more than one occasion, full loads of clothes came back feeling shrunk and tight. When I brought this to Cleanly’s customer service, they told me that, “shrinkage can be the result of repeated washings over time, and occurs as part of regular clothing wear and tear.” On another occasion, a sock of mine went missing and I noticed detergent stains on my bedding.

In terms of the drop off portion of your laundry, my drop off got cancelled on two different occasions by Cleanly and I had to wait a full 24 hours from my scheduled drop off time to receive my clothes back. There is only a Zendesk email to contact for Cleanly and they do not respond any sooner than 24 hours to your tickets. There is no phone number and you have no idea where your laundry is stored, so there is no recourse other then to wait until they decide to drop your clothes back off to you.

Between the horrific customer service and gross unreliability in the service itself, I highly recommend against using Cleanly.

Update to original review:
I used cleanly multiple times for wash and fold / dry cleaning and they did a great job. However - for my most recent order they notified me an hour before it was due that my order was delayed by a day. I attempted to call them multiple times and sent emails but couldn't get through to the number and received no response. This order was for my wedding. The next day they emailed me that my order was in fact LOST and that they were attempting to find it but would be in contact before their 7 day search window. Since then I have been attempting to call and email to get a response from their team to little avail. Use this service at your own risk. If something gets screwed up you will have little recourse to get a hold of someone at the company. The phone number goes directly to voicemail and you have to dig to find it online. They are very delayed in responding to emails, if at all. Unfortunately I cannot recommend this company unless they drastically change their customer service. Things happen and orders go missing, but the lack of responsiveness or sense of urgency is not acceptable.

Original review:
This is definitely a pricey service especially compared with doing it yourself. The service does save time and money for anyone without a wash and dryer in their apartment. Has saved us in a pinch. Highly recommend.

I just tried Cleanly for the first time yesterday and woke up this morning to find out that my clothes won’t be delivered to me today, the drop off date has apparently been pushed back to tomorrow.

Well, this basically guarantees I will never use your service again, Cleanly, and will further guarantee I will take any chance I get to rake you across the coals in front of my peers, and encourage them to use Rinse instead. This is our laundry, Cleanly, our clothes. We are COUNTING on you to be RELIABLE and this is the exact opposite impression you want to set with your new customers. And this is especially appalling considering I am a “reserve” member. I’ll be sure after this review to cancel that membership.

Also, the courier never gave me a “hang dry” bag because he “ran out” while picking up other clothes. This is another example of the incredibly shoddy operation Cleanly is running and shows that they have absolutely no clue how to make this service work consistently and reliably.

Also, for what it’s worth, they didn’t even bother to tell me my order was delayed, give me a heads up, explain why, or offer me a refund, nope, I had to discover the delay by opening the app and noticing they SLYLY changed the drop off date to tomorrow instead of day as originally planned. Very cute, Cleanly. I’ll enjoy brining all of these concerns to light in an upcoming Medium post! Hope you learn your lesson.

It takes a special type of app to get me to actually write a review, but the combination of Cleanly’s atrocious service plus the obvious astroturfing going on in this review section compelled me to write this.

First: the service. As many others have pointed out, the concierge RARELY comes on time. Often you will receive a last minute notification telling you that the concierge can’t make the schedule time, as well as a trite apology. If you try to reschedule, the only available times are invariably outside the next 24 hours, forcing you to rearrange your whole schedule. If you contact customer service, they will never get back to you on the same day. It often takes 24-48 hours, which is completely unacceptable, and doubly so if you paid to be a “Cleanly Reserve” member.

Second: I came here only to write the first section of this review, but I arranged the reviews by date in order to see if the service had somehow miraculously improved since the last time I used it. What I saw was a series of one-star reviews (which is consistent with what I expected), then an uninterrupted string of very vaguely written five-star reviews. When I read those five star reviews it became obvious that Cleanly or a service acting on behalf of Cleanly is trying to clean up the app’s abysmal rating with some low effort five-star reviews. Well, do not be misled. Search for yourself. Shame on Cleanly. I will NEVER give them my money again. Good riddance.

I have been using Cleanly for 6 months. I've never had an issue until last week Received my laundry except IT WASN'T MY LAUNDRY. Totally fine - mistakes happen. I call the guy back and hand him the bag and tell him there's been a mixup. He tells me to call customer service and let them know while he will go back to the warehouse and sort it out from that end.

I call the number and speak with a girl who tells me how sorry she is and they will find my clothes and get back to me ASAP. Later that night, I hadn't heard anything so I emailed Cleanly and immediately got a call asking what happened. I explained to the girl my story and she exclaimed "ooooh right, I thought you were a different girl!" She told me I would receive a call in the morning for an update.

Next morning I waited and waited but still no call so I sent an email at 2 PM calmly asking if there was any update. After a couple hours, no answer. So I called Cleanly but got an answering machine. I emailed as well, this time getting very frustrated. No answer. I called 30 minutes later. No answer. Waited 24 hours before hearing back only after leaving bad review on Yelp.

This review has nothing to do with the loss of my laundry and everything to do with the lack of respect and transparency that Cleanly has showed in dealing with the situation. When they finally found and returned my laundry 3 days later, my brand new and expensive pillow shams were not with my items. They have yet to find them.

The long and short of it: I generally recommend the service, with caveats, and I’ve signed up for the year-long subscription. I’ll add another review at the conclusion of service.

The laundry service quality is just “okay.” I like that I can select unscented detergent and customize hang dried options.

However, cleanly could really stand to improve the cleanliness of items going through its laundry service.

I’ve been doing laundry since I was nine years old, so I speak with authority when I say this isn’t the best possible product.

Once, my pastel pink towels and bedsheets had dark blue stains on them. The service supposedly separates darks and whites. My socks still have faint brown on the heels. My laundry just doesn’t come out as well pristine as it would if I did it myself.

That said...
Cleanly’s customer service, pickup, and delivery service are incredible. The concierge has always arrived within the window. If there are any changes, I’m quickly notified. They’re quick to respond to any inquiries and resolve the situation quickly. They communicate by both chat and email to make sure you stay in contact. The service is extremely convenient.

With a better cleaning quality, Cleanly would be an absolute game changer for folks living in large cities with little time and no in unit laundry. At present, you’ll have to put up with the occasional lost sock, dark stain on light-colored clothing, or getting someone else’s towel in your package (all these things have happened to me).

I just tried byNext/Cleanly and gave them two sets of clothes as I was super busy during moving.

I never thought that my dry cleaning items would be lost. Both times. Luckily, the first time, it was a miscommunication and the items were recovered. The second time, they said they needed more time with my dry cleaning, which I agreed with but then it turned out to be a mistake since they lost the dry cleaning. I have to wonder if they said they needed more time because they knew they lost it.

To add insult to the injury, their reimbursement policy is only 5x cost of dry cleaning vs actual value. And no reimbursement of the actual services (which clearly were not rendered). Of my 4 dry cleaning items (and yet they managed to lose all 4) there was a $400 dry clean only cocktail dress (not to mention the others).

During their official search period of 10 days there was absolutely no transparency, just a “we’re looking for it.” Did they know where they lost the clothes? Shouldn’t they at least be able to track it and say that it’s gotten to our warehouse, looks like we never got it back from the dry cleaners we sent it to, etc.?

Such irresponsibility and lack of care for their customers’ items is mind boggling to me since I have zero confidence that they did thoroughly search since I was given ZERO transparency. I’m also blown away by the cold and callous attitude once they determines that they did lose the items with their reimbursement policy.

All in all, do not trust this company with your valuables, because clearly, they do not care.

Highly recommend - just not to folks that have code keypads to access buildings.

There has to be a way for delivery staff to access delivery instructions that include building access codes when there is no onsite staff. I provided the codes in my profile and in the pick up and drop off instructions, but delivery staff didn't know them or where to find them.

Would give 5 stars and use again if Cleanly cleans this up.

Drop off delivery was scheduled for Monday morning. It didn't show. I received a text they were at my building, but didn't read it until too late. Contacted customer service when I received an email stating I was being charged $5 no show fee. Then received another email stating they canceled the no show fee because it was my first no show.

I rescheduled to Tuesday morning. Again didn't show. Received another no show charge. Received a text from the delivery person but I didn't read it until 50 minutes later.

Rescheduled for Wednesday 7-8pm. It showed up at 8:20 and the delivery guy called me because he didn't know the codes to get into my building even though they are in my profile, pick up and drop off directions...

I guess I expected more than what was provided. I was under the impression that drop off and pick up was seamless and I wouldn't need to be home or contacted.

Great customer service (all comms were via email - super quick responses), clothes were clean, folded and smelled nice. Delivery staff was great. He felt bad about what happened so he carried my laundry upstairs. Nice guy.

19 lbs cost about $33. Nothing special other than low or no heat dry.

Won't use service due to having all the issues with getting into building. Management is onsite at my apartment during the workday, but delivery drop off times didn't accommodate.

I have used Cleanly a long time ago and had had good experiences even when they were starting out. As of yesterday (07/13) I needed to use Cleanly again because my local laundry lady was compromised because of the pandemic.

I placed an order around 6:20pm EST and was given a timeframe for pickup from 7-8:30 EST. No worries. Then just before 8pm EST I got an email saying that I had missed my pickup time but I was at home the entire time. This frustrated me because it was my first time using Cleanly in a long while and this was my worst fear.

After reaching out to support they quickly helped me get another pickup time that same night! I was blown away and felt more at ease. However, it wasn’t a clear path to an easy transaction just yet. The concierge who was to pickup my laundry for the second time texted me alleging he was buzzing my apartment but I heard no buzz. I responded and we both communicated for a little while. I came down to my street and saw no one at my building. So I was afraid he went to the wrong building. Long story short, he did but he rectified that quickly.

This concierge named Anthony S. was very nice and apologetic because he ended up at the wrong street. He ended up one block off from my street. Human error. We’ve all been there. Not to mention my street has blockades on each end so making it confusing if you’ve never experienced that. Totally get why and how Anthony S. got turned around. Again, no worries.

Once he picked up my laundry bag he was just so nice and sincere. All the while we would text to keep each other updated.

Overall, a rollercoaster of an hour but it got done. Done with niceties from Cleanly’s concierge and I appreciate that very much.

If you’ve wondered if you should try this laundry service, I would highly recommend them!

I had about 60-70 dollars worth laundry picked up by cleanly. Before they picked up my laundry and i scheduled the pick up, i was proactive to make sure i had everything i needed for the first pick up (bag, etc). Their robot helping chat in their app told me not to worry but that they will give me a bag and wait for me to put everything in it for my first time. When the guy came he expected me to have my bag already and was irritated that i didn’t have one and that he had to wait for me to put everything in the spare he so happened to have. After they delivered it back same day later that night, I opened the bag and everything was folded nicely in plastic. It wasn’t until I opened the plastic to see my clothes were still wet and dirty. My white comforter alone had multiple dirt stains that I could literally scratch off with my thumb (noting that it wasn’t a baked in stain that they couldn’t get out). I contacted help in the app but the robot is so bad on this app they couldn’t help me so I emailed the help email provided with picture and video my “clean” laundry. They responded quickly but only offered to rewash everything again but I wasn’t going to sleep on a dirty comforter so I ended up REWASHING everything I had sent to them to clean and was up all night doing this. After I told the customer rep that he offered 15% off my next service which I had already told him I will not be a repeat customer after this. I finally got to speak with a supervisor who clearly didn’t read the background on the situation bc she offered to have my clothes sent back out. After all that she said she credited my account so I can use that balance on my next cleaning again showing that she didn’t care for my claim as I had already told her subordinate that I won’t be a returning customer. DO NOT USE THIS AWFUL SERVICE!

I have used Cleanly twice now. I was drawn to the service due to a promotion that offered $10 off the first three uses.
The first time I used their service, pick up and delivery went fine, however, they only applied a $3 discount instead of the promotional value of $10 off. I wrote to the service desk and they corrected the order.

The second order has been a nightmare. I placed the order and had no issue with pick up. When I was notified of the charges, again, the promo code had not been applied. Drop off of my items came as scheduled, however, when I opened the bag once the driver had left, the items were not mine. I wrote the service line, since the 1-800# is not 24hrs, explained the issue and asked for a call immediately to rectify the situation. I received a call the next morning telling me my items had been found, and they would be dropped off between 8pm and 9pm that evening, and the incorrect items would be picked up at the same time.
The driver arrived unaware of the issue and told me he had no drop offs, and he was only picking up the incorrect items.
I again emailed the service line inquiring about my items, as the 1-888 number was “closed” for the evening. I received a phone call and a text both telling me that a driver was on its way to me with my items at 9:25pm.
It has been another two hours, and I have still yet to receive my missing items. I have texted, called and emailed all of the service lines with no response.
I have been offered nothing more than a passive sorry. I have asked for the order to be refunded due to the massive inconveniences to my time and missing clothing that totals over $700, with zero acknowledgment.

I’ve used laundry services many times in the past and never have I received such terrible service, or lost items!

I want my clothes and my money back!

I have been a cleanly customer in Manhattan for 6 months, but after my most recent order I will absolutely never use it again.

The trouble started when they let me know 1 min before the end of my 8:30-9:30pm delivery window that the concierge would be ~10 mins late. Not that big of a deal (and this actually happened pretty often). 10 mins rolled around and my laundry still wasn’t there. After 10 more mins, I received a notification that my clothes were delivered, but they were not. That’s when I knew something was very wrong.

At 10pm, 30 mins past the end of my delivery window, a concierge arrived with my one hang dry item but not my large wash & fold bag. She had no idea that I had even sent out a bag, and questioned if I was “sure” that I hadn’t already received it. It’s a giant purple bag...not sure how I could have been confused about whether or not it had arrived. She called the dispatcher twice to ask about my clothes, but they didn’t even answer her call! Then said she’d go back to her car to look for my bag and would call me whether or not she found it. She never called me.

It took over an hour to track down my laundry. Cleanly doesn’t have a functioning phone number to call for customer service, but rather an automated chat with a bot within the app, a phone number to text, and an email address, all which connected me with different people who provided conflicting information. I ended up finding out after messaging with multiple clueless customer service agents that my laundry had been delivered to someone else!

I didn’t receive my clothes for over 24 hours after I found out they were in someone else’s apartment. Cleanly rescheduled my delivery for 9-10pm the next day via email but could not give me confirmation or schedule it within the app. That afternoon, after I requested another confirmation via email, they told me they had to reschedule my delivery for the next morning! I would be able to receive my clothes from 7-8am, but they still couldn’t provide me with any type of formal confirmation. I rearranged my schedule to be available during this window. Luckily my laundry actually arrived within the correct window this time, and I’m almost sure that nothing is missing.

Even though I eventually got my things back, Cleanly delivered my laundry to another person and left it with them for over 24 hours. This experience was some of the worst customer service I’ve ever received. I wasted so much time and energy because cleanly doesn’t have a system for correcting its dire mistakes. DON’T use cleanly.

Do not download the app. Do not use the device.
Do not be fooled by the incredible deal of $14 for the premier service or whatever it is.
I signed up thinking that this would solve my problems: I’m a busy professional and I don’t have time to go to dry cleaners.
So I trust Cleanly to do a 24 hour turn around—and cannot use the app—adding multiple items is awkward.
Not user friendly so I pray that the human concierge would help out by adding the items on her end.
She picked them up. All 13 sweaters, 6 dry cleaning items that you can’t itemize; 6 shirts to be laundered and hung.
Luckily I write it down on pieces of paper.
I put the 13 sweaters in a hang bag which was awkward.
I put the 6 dry cleaning items in the other bag.
I put the 6 shirts going, politely, “Are you sure you got everything?”
Then go back upstairs. Long day. I change but she calls me, “Can you come back down and give me a plastic bag?”
I ask why. She tells me earlier that they don’t do the laundry for hang dry and that it has to go in a plastic bag. What? I don’t question it. It’s a big white plastic H&M bag. The zipper in the other bag (their Cleanly bag) is stuck so I patiently remove the snag in zipper and put the shirts in there.
I’m thinking, what have I done?
I’ve committed and there’s a charge for canceling.
Sigh. I got through with it. Ask her if she’s in school - ask her her major. She is nice. She says criminal justice. I then say, “Nice. R is a great statistics program to learn with crime reporting-it’s needed.”
I trusted her.
I am rushing to get home thinking that I will get my rush order back. Something is amiss: they only recognized my 6 shirts!
They marked off the bags ...but where’s an itemized list of my 13 sweaters and 6 dry cleaning items?
I put chits of paper marking what they were and I take pics.
Then they move my delivery back a day with NO CALL.
What?
It’s moved back to Halloween. I’ve made plans.
I go change the delivery date back and there is a charge.
Then I see how impossible it is to complain:
No one answers the phone line.
Email is wired to your phone and you can go back and forth between the app and messaging - I don’t know the order number off the top of my head!
- I can’t remember all the details.
- I know that sits buyer beware. But this shouldn’t have happened.
- my clothes are gone - they have not called me back.
I will have to follow up and now I don’t have clothes for my trip to London and it takes me HOURS to shop.
I am also picky as to what I wear and I dry clean because they are cashmere and wool and I buy sustainable natural fibers when I can.
My partner was there and my dog was barking when the concierge showed.
Was my dog trying to tell me I was going to get scammed?
I left the concierge a message - I promised not to rat her out and I kept it factual but the more time passes I feel unsure.
I texted her a plea, to the effect, “why you gotta do me like that?”

Cleanly better have my clothes!

PLEASE before you download that app or stuff that Cleanly laundry bag, know that every time you order their services you are rolling the dice on whether you will see the clothes in that bag ever again. They won’t even pretend like they are actively trying to resolve the issue and you will never talk to the same person twice. I am lucky in that I have been able to find my stuff in the end, but I won’t ever be taking that chance with Cleanly again.

I didn’t learn my lesson until now and I hope you learn

Monday: My pick-up was on Saturday and I received a notification at that my clothes were delivered Monday night to my building front desk. My order included two suits and a number of wife’s dresses that we calculated to be a total value of $2,500-3,000.

Tuesday: I went to my building front desk and they said they did not have anything for me. I immediately messaged Cleanly through the app, tricked the bot into getting me to a real person named Maddie. Maddie said sorry and they would take this very seriously, but the driver was off duty that night and would be working the next day.

Wednesday: In the morning, Maddie gives me an update that the driver said he is “quite sure” that he dropped off the delivery at my address with the “Front desk/concierge.” She recommended that I work with my building management to pull security footage of that night to confirm. I explain that there are number of properties in my area with front desks and concierges. The driver could have easily taken it to the wrong place. I asked her to see if he could come by my address and confirm that it was the building he went to and the person that gave the delivery to. She agreed and said they would send them out to confirm that night. This is the last time I heard from Maddie.

Thursday: I sent multiple emails to Maddie asking for an update from the night before with no response. So, I go back through the app, through the bot, and then to another person. I re-explained my story to them and they said they will get me an update later. I get a phone call from another person (I think her name was Lisa, but can’t remember) and the only update she has from me is that dispatch team hasn’t responded back yet and they would let me know when they did. I continue to hear nothing for the rest of the afternoon. I get with my building management to find out more information from them. The managers on duty said that they personally reviewed the logs and it showed that no one dropped off any dry-cleaning or package at the time Cleanly said they arrived. They said they would provide the security footage to the me and company to prove that. I updated Cleanly with information from the building. I get a response from a person named Ethel saying that dispatch confirmed twice that they delivered it to the front desk and that I should “feel free to circle back for any clarification [I] may have.” I explained again to Ethel that there were a number of properties with front desks near me and the driver could have dropped it off at the wrong location. I again asked them to send the driver out to confirm which building he or she took it to. Ethel responded that the driver that was on duty wouldn’t be back till Monday…

Fed up with Cleanly, I decided to do the thing they should have done from the beginning. I go from property to property nearby – all of which have front desks by the way – and explain the story. I get to one property where the person at the front was pretty confident it wouldn’t be there, but to her surprise she found my dry-cleaning in the back! Cleanly delivered it to the wrong place! I am flooded with relief and happiness but it is closely followed by anger. I message Cleanly through the app, through the bot, to a real person name Charlie. I explain to Charlie the situation and that I demanded a full refund. He offers $20 for my troubles. Keep in mind that the dry-cleaning bill was a little over $100 and as I mentioned the clothes were in the thousands. I wasn’t asking for much to make it right and my time going out to scour the neighborhood actually saved them the cost of replacing the clothes. But not only is $20, it is a $20 credit to my account. I quickly explain to Charlie that I will never use their services again and not only is $20 not even remotely enough, the credit is useless. He chooses to escalate it to a supervisor and she would get back to me in 3-5 DAYS. I told him that was unacceptable and that she would need to get back to me that day. Hours later, I receive an email from a supervisor named Constance. She said they could now offer me a $50 credit. I again explained how that is not acceptable and that I would want a refund. She said they could not offer any type of refund that was not credits to use Cleanly services again. I told her I will never trust Cleanly with any of my clothes and I plan to instead share this story. This was my last interaction with the company as the time of writing this.

the app is convenient when it works correctly. though the app misses some simple features like adding calendar reminder after order is confirmed but the bigger problem is the laundry and dry cleaning itself

Cleanly consistently provides lazy delivery people who make you meet them somewhere more convenient to them (defeats point of delivery) and screws up simple laundry orders and underperforms traditional local dry cleaners ive used in the past. they have lost items, damaged clothing, returned smelly wet clothing that didnt dry, and provided frustrating delivery experiences

i wish there were better alternatives but
im locked into a annual subscription which is frustrating. hang dry items always smells terrible and/or has the hanger dents which ruins nice clothing. cant wait for subscription to finish and move to a doorman building with better laundry facilities so i dont get anxiety every time i reluctantly put in a cleanly order

I’ve used Cleanly for over 2 years now, starting in March . Their level of service has been mediocre from the start, but as a small company I wanted to give them a shot.

2 + years later, they charge an arm and a leg, have lost my clothes, damaged my clothes, sent me someone else’s clothes, been late countless times, and even included a wad of someone else’s hair in my clothing. (Although they claim to wash your clothes separately from other people’s I don’t believe them, nor do I believe they actually use bleach or separate your whites)

Their support staff is nowhere to be found, I’m actually writing this while on hold with them for the past 20 minutes. I got hung up on after the first 6 minutes of waiting and their automated system just keeps texting me that they will be 10 mins late, now it’s 20 mins late. I’m now going to be EXTREMELY late to work because of their incompetence - I WOULD NOT RECOMMEND anyone use their service. Beware!

I started using Cleanly when they first came on the scene. I had just moved back to NYC and was looking for a convenient solution for laundry. They have always been overpriced but at least they always had flexible hours available and you could quickly get laundry done from one day to the next.

I slowly started using them only for emergencies or when I had no time to do my own laundry. Their service is dismal, the deliveries are ALWAYS late and the laundry detergent they used started tainting my white clothes.

The last straw for me was them losing a pair of $128 jeans and offering me a $16 reimbursement “as per their policy”! I had proof of purchase that showed the value of my garment and they spent over 2 weeks “searching” for where my jeans could have been lost. Their solution for losing my clothes was a credit to continue using their horrible service!

Do yourself a favor and find a local laundromat with drop off service and avoid Cleanly!

I live in NYC, and while I have laundry in my building, someone's I don't have the time to do it myself. When I lived in a doorman building, the Cleanly service was fine. I left the laundry with the doorman and didn't have to worry about when Cleanly showed up. Since I moved to a building without a doorman, it's a whole different experience. Orders were rescheduled so frequently that I had to stop using the service and do my laundry myself. Fast forward to the week before labor day weekend. I'm not able to do my laundry before I go away so I schedule a Cleanly pickup. I figure maybe they've improved, and they've been emailing me to give them another shot. So what do you know, 20 minutes before my scheduled pickup I get a text telling me that the driver had an emergency and they can't pick my laundry up for 24 hours. Yeah I've heard that one before. It's the classic "over-promise and under-deliver" scenario. Don't waste your money. Go with a local service.

I found this company when i was really in a bind and needed something dry cleaned quickly. The first experience was fine but there have been so many problems since I just can’t use their service anymore. There have been several times where their concierge is either early or late and then blamed me for their mistake. I’ve really tried to give them the benefit of the doubt but it really seems like they do not care. Just now I was charged a no show fee because the concierge arrived to my building 15 minutes ahead of my pickup window and then refused to come upstairs to get my laundry. I requested pickup between 9 and 10 and got a no show fee at 9:02. He then “generously” offered to wait downstairs for me after claiming he had been there for 15 minutes and had tried to come upstairs. There have been so many instances where I’ve had bad experiences with Cleanly but this was the breaking point. For your own sake, just find someone else to do your laundry.

Like others here, it takes a lot for me to write a negative review. But ***AVOID*** this overpriced and unreliable service even during COVID-19. Wait for your laundromat to become available, even if there’s a wait. My first time using Cleanly, I received someone else’s laundry and it took a week to get my own bag back. Second time, I’m the fool. They picked my laundry up on a Tues and I scheduled a Thurs AM return. They texted minutes before my delivery time, moving it to Friday night. At 8 PM on Friday, I am missing my hang dry items. I had to report a missing bag to get a second delivery window of Sat between 4-6:30. They deliver my items at 9 PM, still wet. The worst part is they charged me $90 for what I’d pay $15 for at my laundromat and didn’t offer even a slight discount to this existing, unbelievably mishandled order. I believe they’re up-charging people during this vulnerable time. This is a scam. I will come and do your laundry instead. DO NOT USE.

I never write reviews, but felt compelled to share my awful experience with Cleanly.

While moving into a new apartment, I sent all my sheets and towels to Cleanly so that I’d have one less thing to deal with while moving in.

A few minutes before everything was meant to get dropped off, I decided to check the app to check the driver’s location. Suddenly I see that they’ve changed my drop off time to two days later, with no prior warning. Then I get some obscure email from customer service suggesting that my items had been lost. The way the email was worded was so odd and vague that I thought it had been sent to me in error.

A day later, they send me a picture of a laundry bag they assumed to be mine. Not mine at all. I mean, how difficult is it to make sure laundry is properly tagged? Isn’t that half the operation I’m paying you for?

At this point, I’m not sure I’m ever getting my sheets and towels back. Abysmal service and I’ll never use Cleanly again.

I have used Cleanly a couple of times with no issues. However the past time I put in an order, I realized I needed to change my drop off time. I had originally selected 8:30-9:30 PM for the same day and needed to change it to the following morning.

In the app when I went to make the switch I saw it said the delivery man was already en route to my address to drop off my clothes. This was 2 HOURS before my originally selected drop off window. Why is he already en route? I was concerned because I wasn’t going to be home and didn’t want to miss the delivery.

Tried calling in and no answer for 20 minutes. Finally gave up and decided to just switch the time on the app and was told I’d have to pay $5 fee for cancellation because my driver was already en route. Again, why was the driver already en route 2 hours before drop off?

Not a good idea to have non responsive customer service in a space as competitive as theirs. Will be switching services after this order.

Had a great experience the very first time. The clothes came back smelling clean and soft. After that, time after time, the clothes came back very stiff and smelling like chemicals. They stopped using quality detergents and you could smell and feel the difference. Either it was that or they completely ignored my requests to dry on low. Once I had received the wrong clothes all together! Also, during the blizzard they continuously set a time they were going to deliver my clothes and kept changing it without consulting me to the following day. After 6 days with my laundry was able to scheduled the time that worked for me. they ended up being an hour late and I had to leave for work. They told me I needed to reschedule in the app, where they were going to charge ME for THEM being late. They are the worst laundry service I have ever dealt with. Don't waste your time by giving them your business. If you do end up trying it, you will only be disappointed in the long run.

Absolutely horrendous service. I have tried multiple other on-demand laundry services and my experience with Cleanly has been by far the worst.

They shrunk a priceless wool sweater (that had been purchased from the oldest wool mill in Ireland) despite the fact that I had put it in their dry cleaning pouch and specified that it should only be dry cleaned.

I reached out to their customer service to request they attempt to fix the item and only after multiple emails from different reps they finally scheduled a pickup. I waited patiently for 4 days for them to fix the item, but when they delivered it back to me it had been shrunken even more! The sweater can't even fit a small child, and it was originally a women's medium.

To add insult to injury, when I reached back out to their customer service reps they informed me they could only give me a credit of $30 (the sweater was purchased for $220, which I had told them), and that there was nothing more they could do.

STAY AWAY!

It’s always the same story. They will wait until the last minute and then message me to tell me that they can’t make the pickup/delivery time as promised. If it was just once or twice I would let it slide, but this has happened 4 or 5 times in the past few months, a majority of the time. This time I needed my clothes back before a trip I’m taking tomorrow and now I’ll have to buy new clothes, it’s so frustrating! In their email they said “While order delays are rare, we understand they can be inconvenient.” Sorry Cleanly but with you they are NOT rare.

Also I signed up for Cleanly Reserve to get the delivery fees waived, but then they started adding on an additional “service fee” that wasn’t there before.

EDIT: Now they actually lost my clothes. They delivered my order to me (late as usual) and my name was on the bag, but they weren’t my clothes! They finally tracked down my clothes after about a week and returned them to me, but needless to say I will never use Cleanly again.

They cannot follow simple instructions. Laundry is always washed/dried incorrectly- I’ve had several items ruined. They say they’ll bring it to your door but they just chuck it in your lobby & good luck. I went out of my way the last time I used them to make sure it would be brought to my door. The live chat confirmed then the delivery person said they couldn’t get up to my unit. They picked up from my unit no problem & my door man said they just left it in front of the desk. So because they were to lazy to bring it upstairs it’s just left in the lobby for anyone to take. I have a foot injury so I can’t be lugging around 20lbs of laundry but I have had to do this on multiple occasions now.
Their customer service then ignores you when you ask them to fix this.
Stay away there are plenty of laundry services & this one is by far the worst! I’d give them zero stars if I could. Now I’m trying to get my money back because I made of mistake of using their credit program.
DO NOT USE THIS SERVICE!

I was so excited when I found Cleanly. No more lugging laundry downstairs either to do myself or drop off. At first it was great, there were no issues with pickups or deliveries and a very quick turnaround time. Several months ago that changed. Suddenly valets were consistently running late or having emergencies which causes things to be rescheduled. Rescheduling by the way is just done. You are placed in the next available slots with no regard for your availability. You are told you can change it in the app but chances of finding many slots available are slim. That leads me to my next issue. It seems that in order to have a significant availability of pick and drop off times you have to schedule service at least a week ahead. Not sure about others but that doesn’t work for me. Overall the convenience of this service doesn’t fully exist anymore. I suspect this is due to growth which is great for the company but not for us customers . I will most likely be going back to my old way of doing things. It was a pain but at least I could rely on it.

I’m not one to write a negative review but what a trash company. Our local laundromat is closed due to Covid-19 so my roommate and I decided to use Cleanly and share a load of laundry. The drop-off was late by 24 hours. A text was sent out when we were supposed to receive our clothes saying our laundry was on its way, but then got another one 10 minutes later saying it would be a 24 hour delay with no offer of a discount or anything. Annoying, but we are staying at home anyway due to Covid, so at least we could still receive our things. When we got our stuff I noticed everything came back really wrinkly, not just normal wear and tear, everything looked really bad. My roommate realized that they had lost a sweatshirt of his and immediately tried to contact them. After a few hours they responded saying they needed more information from him, which is confusing since he clearly doesn’t know what happened after they took our clothes from us. So we payed a lot of money for our clothes to be late, messy and missing. It just seems like a really bad business

I've tried to give Cleanly many chances but they continue to damage my items and provide incomplete service. First I ruled out their dry cleaning offering: things consistently came back dirty. Then I ruled out their hang dry option: they sent wet navy blue and white items back in the same plastic bag, on metal hangers. Needless to say, the navy blue items dyed 5 white high end pieces of clothing blue, and further, the metal hangers left rust marks on the clothing. When it came time for a refund they ignored the value of the clothing despite receipts and based the refund on the weight of the items. It didn't event cover the cost of one shirt, pitiful. I sent my down duvet and pillows to them - again returned wet, clumpy and musty inside a plastic bag - instead of taking the time to properly dry them. Rude delivery people who text you to come to the truck to pick up your bag because it's "too heavy". Had they any common sense, they would split a heavy bag into two. If you want to keep your items safe and in their existing condition, DO NOT USE THIS SERVICE.

I decided to try cleanly for the first time this past week and was pretty disappointed. First, my pick up time got pushed back a day. If there’s no one available for the time I want, then it shouldn’t be listed as an option on the app. At pick up, the valet did not have the bags as a first time customer as promised on the app. My drop off time then got pushed back a day again! On top of all this, the drop off time was supposed to be between 7:30-8:30am but kept getting pushed back and wasn’t actually delivered until ~11:20am - almost 3 hrs late (almost making me late for work)! If my laundry had come back perfect they might’ve gotten a higher rating. Unfortunately when I went through my laundry, I also had some socks missing and a tote bag that doesn’t belong to me. Overall more stressful than I had anticipated. A positive was their customer service. Both valets were friendly despite having to walk up 6 floors and my total was discounted by 50%, which I appreciated given how much went awry with timing. Might consider giving them another chance but only after my disappointment with this first experience wears off.