Family Says Poplin Refused Disclosed Soiled Laundry After Charging the Senior-Services Fee

A family says they disclosed upfront that a relative's laundry, an elderly woman with dementia, included urine-soiled items, and paid an additional $20 for Poplin's senior services package. After accepting the order, the company declined to clean the items, citing a policy against handling that type of soiled laundry, despite the same service tier being advertised and charged for on their site. The family says they were then blocked by the person assigned to the order, cutting off any direct path to resolve the issue.