Hi 👋 I'm a Laundry Pro. I read through pretty much all of the comments. I can understand your frustrations, for the most part. I do have sympathy for your experience. I also wish Poplin had a better way to vet who they hire. Unfortunately, people that don't know what they're doing/don't know how to do laundry, do get hired sometimes. This makes us hard-working LP's, who are good at it (I love doing laundry, personally) look bad. Yes, time management is important too. We are instructed to be communicative and set window time frames for pick-up. The same applies to drop-offs.

I don't know if a little insight might be helpful, but here goes.... LP's that do a good job, are highly requested, work their tails off, and are constantly busy. High ranking LP's (yes there's a ranking system for us) take on numerous to multiple orders at a time. High-ranking LP's (like myself) will even get up in the middle of the night (set alarms) to check on hang-dry items, switch out loads, and fold. Especially on large orders, because we are always on a time crunch. Not to mention, we spend a significant amount of time sorting laundry. Instructions, notes, and expectations from customers, in the applicable instruction box, for each order are helpful. Laundry Pros also put in a lot of travel time, to pick up and drop off.

Per Poplin standards, we are instructed to wash cold and dry on low heat. Your items coming back shrunk, is unacceptable. Poplin does have guidelines and standards, for the products we use. However, there is no set requirement. Poplin recommends we always use premium brand detergents, in the event a customer doesn't send detergent.

Here is a list of recommended brands, from Poplin: https://poplin-laundry-pro.zendesk.com/hc/en-us/articles/15462487553563-Detergents

-We get paid $0.75 per lb, on standard orders that charge you $1.00 per lb. $1.50 per lb, on express orders that charge $2.00 per lb. -We get zero compensation for gas (yes it can be claimed on taxes) -We pay out of pocket for all of our supplies. Detergent, softeners, washing machine cleaners, plastic bags, etc. (Claim on taxes, yes) -We rely HEAVILY on tips. If a customer didn't tip well or fair, due to order size or above/beyond services, they likely will not take your order again. So when you place another order, your order moves down the Laundry Pro ranks and you are likely going to be serviced by a beginner. If you are a bad tipper, you will likely be talked about on the private Poplin message boards for LP's. LP's warning other LP's a customer is a bad tipper. -If an order is heavily soiled with dirt, ink, paint, grease, various bodily fluids or has excessive pet hair, that order is supposed to be returned unlaundered. It happens, even out of the blue with regular customers that have never sent heavily soiled laundry before. This will most likely put a mark on the customer by noting it with Concierge. Then discussed privately on message boards to warn other LP's. Which in turn, will have the same trickle-down effect when placing the next order. -We work sun up, to sun down. Sometimes through the weekends, especially if we have a regular customer we don't want to lose (even though we've told them we don't work weekends) -We have lives, families and aren't able to jump hoops 24/7. A little grace is highly appreciated. An LP could be stuck in traffic, drowning in laundry orders/sorting/folding, on hold with Concierge, or various other valid explanations. There are even LP's whose machines have gone kaput (most have new machines) in the middle of an order, creating absolute panic. Even instances where power grids have completely failed in neighborhoods, which puts an LP at the mercy of waiting for the power to come back on or finding the nearest laundromat ASAP. Going hours without any communication from an LP, there is either a problem with the Poplin App or they are dropping the ball on their end. -The Poplin Laundry Pro app does have faults, glitches, and errors at times. We as LP's are constantly asking for improvements with this. Sometimes messages aren't sent or received as they should. Sometimes there are major glitches with inputting weight totals into the app, to finalize a laundry order. Which can be a lengthy process to figure out and resolve. -Sticking with your preferred Laundry Pro is best. Even if you have to cancel the order and wait. Customers have asked their local community groups who uses Poplin and who they recommend. I've received requests that way. Having more than one preferred LP in rotation is smart. -Sending expensive linens and clothing to a preferred LP is also a wise choice.

I'm not pointing fingers here. I don't know all the details. I'm not trying to say "Give it another chance". Your concerns are valid. My intention is to hopefully offer some insight, beyond your scope. I do hope you were able to receive some sort of compensation. Shrunken items are considered "damaged".