Surprise 'Trust & Safety' Fee, Then Wet and Dirty Laundry After Returning Post-Injury

A longtime Poplin customer says she left the service after being charged an unannounced $3 'trust and safety' fee on top of the standard per-pound rate, which she was told covered contractor background checks; she contacted her bank about the surprise charge since Poplin keeps a card on file. After breaking both arms, she returned to the service, but says her first order back arrived with many pieces still wet and a pair of pants visibly dirty despite supposedly being freshly laundered. When she filed a complaint, Poplin offered a $33 credit, the cost of that order, toward having the same laundry re-washed, rather than covering the correction while also crediting her account for the mistake. She says repeated follow-up only got the response that this was 'against policy,' and considers herself done with the service for good.