The Laundress Store - New York City

Never refunded me after their products were taken off of the market due to a high level of bacteria. Shame on Unilever!
Mar 16th, 2023

i have tried to obtain my refund regarding their product recall - for months!!  their local phone number refers clients to the 800 number.  the 800 number will not be answered.  you receive an automated response and no option to be connected to an actual live person.  i purchased these poisonous products on oct. 3, 2021.  i know i'll have to contact other organizations, but does anyone have another way of direct contact with them.  i've emailed them, followed their ridiculous recall rules months ago - still no answer.
Jan 22nd, 2023

I ordered items online and have never been able to reach customer service. Its been 22 days now and no response to emails, calls or texts. I even called the recall line and the lady answered only to say she wasnt part of regular customer service and could not contact them herself. This company has nonexistent customer service and I will never be buying from them again. I wish I could get my money back but they ate it and now I will have to go to my credit card company to block it. It is a complete rip off and I would advise you never ever to order from these people again.
Jan 3rd, 2023

Dec 25th, 2022

I have truly loved using the Laundress products for the past several years. There has not been a stain that I couldn't remove using one or more of their products and I loved how fresh and clean my clothes and sheets were.  And that the products are considered all-natural was almost too good to be true.The bubble burst a few months ago when I received an urgent email from the company telling me to immediately stop using all their products as a "bacteria" had been found in some of the batches of their products affecting over 8 million units.  It was a terrifying email with very little information in it initially.  What bacteria?  What were the dangers?  Exactly when were the products tainted?  Which of the products were affected?  All, some? None of that was clear initially.  I had a lot of Laundress products on hand.  I bought the products online and since they have frequent specials I would stock up.    Right away, I boxed everything up and put it aside waiting further instruction.  (And then of course took myself to the supermarket to buy laundry detergent.)That further instruction did not come right away which was not good but eventually we were sent a  ridiculously complicated email asking customers to photograph the QR codes from each item they had, upload those photos to their site one by one in order to be reimbursed.  It was a ridiculous and arduous project. Initially they also said they needed receipts in order to be reimbursed....does anyone save their receipts from buying laundry detergent?I later learned in  yet another still somewhat confusing email that if you ordered Laundress products online the company would have all our purchases listed in their system so all we ultimately had to do was request the refund.  Apparently, the company is including all their products beginning with anything purchased in January 2021 and beyond in this recall.  Getting the warning email in late 2022 was little comfort knowing that we were possibly exposing ourselves to tainted product from many months prior.In yet another email, we learned that the bacteria that was found included:  Burkholderia cepacia complex, Klebsiella aerogenes, and multiple different strains of pseudomonas.  This is a particular hazard for anyone with weakened immune systems. Those people were put at extra risk for serious infection. I have learned that there is a group of customers who said they were made ill by the tainted products and have started a class action suit.Of note, the two women who started the company sold it to Unilever for $100 million in 2019.  Interesting  but no surprise to me that this issue would occur under the unwatchful eye of a huge conglomerate who had just paid a small fortune for The Laundress and I am certain was in a rush to make back its money.I am greatly disappointed and unnerved that this has happened and am sad to move on from a product I once really liked.I don't trust the company nor any of the products at this point.  I wonder if there is even a future for The Laundress products given the massive recall.  I certainly will never buy any of the products again.The company gets and F for very poor and extremely delayed communication on top of manufacturing carelessness.I still have all the products I purchased boxed up as I await a refund. I want to make sure they don't decide I need to take photos of all those QR codes after all.Eventually I will need to dispose of these items in a hazardous waste facility! As if living through a Covid pandemic wasn't bad enough, we now have the aftermath of seriously tainted laundry products to contend with.
Jan 6th, 2023