60-Item Hang-Dry Order Returned Shrunken and Damp; Contract Canceled Before Customer Could Leave a Review

A customer describes sending a 60-item hang-dry order for cleaning, with clear care instructions and hangers included for every piece. After what she describes as confused questions from the assigned worker mid-order, she contacted concierge support multiple times, and the worker was ultimately instructed to hand-deliver the order directly to her. When she arrived home, she says the laundry had been left on the wet ground during a week of rain, with about 24 items damp and jumbled together, 10 items -- including a sentimentally valuable jacket -- shrunk despite hang-dry labels on every garment, 9 items not cleaned at all, and 3 items missing outright. She says Poplin canceled the order afterward, which she believes prevented her from reviewing the assigned worker or revisiting her original messages. An initial $20 credit offer fell short of the platform's roughly $30-35 order minimum; she says Poplin later raised it to $35 and, in a further update, offered $300 toward replacing the ruined items on the condition that she purchase replacements first and submit receipts for approval. She was also considering a police report over the damaged and shrunk items, and says Poplin told her the assigned worker's status as an independent contractor meant police would need to contact the company directly to obtain her identity.