Yau
Irresponsible, defensive, unhelpful
Have been using their services for a while - when things go fine they generally provide standard service as every other company would, but when things go wrong they become a huge pain to deal with. Therefore would NOT recommend using them. In particular 3 reasons why they are a pain, after the experience of them losing my clothes after a wash: 1. Extremely avoidant + slow response - took 2+ business days to reply to my initial messages (and I had to chase through multiple channels to push for a response), and afterwards they still replied slowly and I had to follow up multiple times with long messages for them to revert with a brief response (I sometimes message after work in evening times so didn't expect instant reaction at all, have given enough buffer time for them to respond the next day / afternoon). Have also stressed everytime that I am only staying in Taipei for a few days with limited time to resolve the issue, and it almost seems like they were just avoiding reply and trying to wait it out until I leave 2. Unhelpful + non-cooperative - I have tried and proposed multiple ways to search for my missing clothes (e.g., checking with delivery and laundromat), but LaundryTown behaves passively (only waited for other customers to report if my clothes mixed into their laundry), even my hotel has been more helpful to check security footage and search through all possible areas. I have also been quite compromising when resorting to ask for compensation (e.g., only cheaper brand replacements so that I at least have something to wear, flexible in amount / format of compensation such as laundry credits), but they dismissed everything and refused to help with my situation in any way at all 3. Irresponsible + defensive attitude - regardless of what I said (e.g., trying to understand the situation, solving the problem, asking for compensation), they always respond briefly along the lines of "we simply cannot take liability", refused to admit any fault and did not appear to be even remotely apologetic, ultimately just ignorant of any losses and just pushing the blame back to my end (also quite consistent with the attitude they displayed when responding to other customers' negative reviews) I was sharing this to the hotels I stayed at so they can warn their other customers, and they actually provided alternative laundry shops (both chain / mom-and-pop shops) that are way more responsible and polite to deal with. Would suggest anyone with laundry service need to also seek your hotel's guidance (also happy to share recommendations privately), don't go to LaundryTown just because they're the first ad to show up on Google.
Response from Laundry TownJul 19, 2024
Hi Yau. And thank you for using our service a number of times in the past. The main issue here was with a claim. Yau claimed we lost something of hers. I explained to her that a laundry shop cannot just assume responsibility for a claim. There has to be some sort of due process, some sort of proof, or evidence. Even after her hotel staff contacted us and we provided them with CCTV footage showing that no items were misplaced, it was still insisted that items were missing and that we should compensate her for it. The bulk of our customer relationship with Yau was pleasant so it's unfortunate this issue arose, but she has at least been civil in her complaints, not lashing out or being a Karen about it, so for that, I thank her. Kindly, Saul