Matt J.
Experience fine, clothes shrinking
The experience with dropping off and picking up is absolutely fine, however as some reviews state here that their communication is not great. Also, I would suggest 80% of my t shirts came back completely shrunk unusually compared to how I gave them and I have used multiple laundry in different countries with the same brand and they have never come back as small as they did here, which is a shame. I did not kick off a fuss as they are generally hard to communicate with, even when I asked for the time my clothes would be delivered it is always “refer to this” or “check this” instead of customer service where you can just be friendly and provide simple updates. All in all the experience from dropping off, picking up, etc was nice. But I would not suggest bringing clothes here that you value given most of my t shirts are now really small and I have to purchase new ones.
Response from Laundry TownSep 30, 2026
Hi Matt. Thank you for the honest feedback about our Tokyo branch and sorry to hear about the shrinkage. We have not had many shrinkage issues in the past, but unfortunately it's a natural occurence when introducing heat to certain fibers/materials. Depending on the type of fabric, you may be able to somewhat unshrink the clothes with some gentle tugging and normal wear (hang drying also helps pull on the fibers a bit). For any potential future orders, please add this low heat dry option to your cart during the checkout process. It should help. And I can make it complimentary for you, if you leave a note in the notes section. https://laundrytown.com/product/low-heat-dry-tokyo/ As far as the communication, I understand your point. We are a simple laundry outfit and have limited resources, especially since we work with international customers and it's not like everyone on staff, locally, can speak English. So when we get questions about things like when the clothes will be delivered, we have prepopulated answers that lean more in the direction of self help or referencing the order confirmation email. For prospective customers, for reference, the turnaround/delivery time is selected by you during checkout, is displayed on the confirmation page, is listed in your order confirmation email, and is even sent to you via WhatsApp (if you supply your WA number during checkout). It is not a hidden or hard to find piece of information (although I still understand his point of view). For transparency, we also do not provide status updates. Your clothes are simply delivered on time (based on what you select during checkout).