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Practical guidance

What to do if a laundry service loses your property

This is general consumer information, not legal advice. It applies to any pickup-and- delivery laundry service, including but not limited to Poplin. If your situation involves a significant loss, talk to a lawyer in your state.

1. Document before you complain

  • Screenshot the order confirmation, the pickup and delivery timestamps, and every in-app message thread before anything gets deleted or the ticket is closed.
  • Write an itemized list of what was in the bag with approximate replacement values and, if you have them, purchase receipts or photos of the garments.
  • Save the date, time, and name of every support agent you spoke with.

2. Ask the company in writing

  • Put your request in writing (email or in-app chat, not phone) so there's a record. State plainly what is missing, what you want (return, refund, or reimbursement), and give a deadline.
  • Explicitly request copies of your own records: order history, driver/provider assignment, delivery photos, GPS or scan logs, and the full support transcript.
  • Keep the tone factual. A calm written demand is far more useful later than an angry phone call nobody logged.

3. Dispute the charge

  • If you paid by card and the service was not delivered as promised, contact your card issuer about a chargeback. Time limits apply — usually 60 to 120 days from the charge.
  • Provide the issuer with your written request to the company and its response (or the absence of one).

4. File a police report for missing property

  • If property was taken and not returned, you can file a report with your local police department — many allow online filing for property loss or theft.
  • Bring your itemized list, values, order number, and the name of the service and, if known, the individual who handled the pickup.
  • A report number is often what unlocks a serious response from a company's escalation team and from your insurer.

5. Escalate to regulators

  • File with the BBB, your state attorney general's consumer protection division, and the FTC. Each complaint adds to a documented pattern.
  • If your loss is large enough, small claims court is an option in most states for a modest filing fee and no lawyer.

6. Check your insurance

  • Renters and homeowners policies sometimes cover personal property loss away from home. Ask before assuming it doesn't apply.

Where to file

Once you've taken these steps, share what happened so the next customer knows what to expect.