💬 How We Handle Complaints at Laundryheap
At Laundryheap, your satisfaction is our priority, and we’re here to help resolve any concerns as quickly and fairly as possible.
Whether it's a question about your invoice, a quality issue, or missing or damaged items, rest assured, we have a dedicated process and team to support you.
🧭 Where to Raise a Complaint
The best and fastest way to raise a concern is through our Customer Resolution Centre, available right in the help section of our app. This tool is designed to:
Guide you step-by-step through the process
Collect key information (like photos, order details, etc.)
Reduce back-and-forth time
Route your issue directly to the right team
📂 What Happens When You Report a Problem?
Behind the scenes, your issue is reviewed by the right team depending on its nature:
Each team has access to your order history and relevant details, allowing them to begin working on your case right away.
If any information is missing or unclear, our team will get in touch to request it, ensuring we can resolve your issue without unnecessary delays.
⏱️ How Long Will It Take?
We aim to resolve complaints as efficiently as possible. Here’s what you can typically expect:
Quality Issues – Resolved within 24 hours in 90% of cases
Invoice Queries – Resolved in under 2 hours in 80% of cases
Missing or Damaged Items – Most resolved within 48 hours
In rare cases, it may take longer, especially if we need additional information from you or if our investigation involves multiple departments or third-party partners. We’ll always keep you informed throughout the process.
🛠️ How Do We Investigate and Resolve Complaints?
Every complaint goes through a series of checks, including:
Reviewing your order and account history
Inspecting any images or supporting documents provided
Identifying any patterns or known service issues
Collaborating internally with drivers, cleaning partners, and support staff
Our goal is to resolve your issue most fairly and transparently as possible.
💰 What About Compensation or Depreciation?
In the unlikely event of loss or damage to your items, our Specialist team will assess the situation carefully. All compensation claims are handled in line with the regional industry standards and, where applicable, the Fair Compensation Guidelines provided by the Textile Services Association.
This includes consideration for factors such as:
The condition and age of the item (depreciation)
The nature and extent of the issue
Supporting evidence provided (e.g. receipts or photos)
While we do not provide exact compensation figures upfront, we assure you that our team is committed to a fair outcome based on all the information available.
🤝 We're Here to Help
We understand that it can be frustrating when things go wrong, but please know that your feedback matters, and every complaint helps us improve. Whether you’re using our Resolution Centre or speaking with one of our agents, you're in safe hands.