The Stuy Wash-N-Dry

This place kind of sucks. It’s narrow and there aren’t a lot of washing machines. They also have their employees use the communal machines for the “laundry by the pound” business so depending on the time and day you arrive all of them may be occupied. I came in today and half of them were being used for that. Most of their cycles were finished too, but no one was removing the laundry from the machine so they could be accessible. They also scam you with their card system. You have to buy one of their cards to operate the machines but all of the machine’s rates leave you with change left on the card that you can’t get back - which incentivizes you to reload the card and keep coming back. While it is nice to not have to bring quarters, I’d appreciate it if the rates for a wash and 8 min of drying equaled a dollar or something more even.

I’ve been a loyal and consistent customer for several months, and I’ve always been understanding when occasional mistakes occurred. However, in this industry, I believe customer service is paramount.
While the accidental charge for using your detergent is something I can overlook, the way my follow-up call was handled this evening was truly disappointing. The individual filling in for the manager spoke to me in a passive-aggressive and condescending manner, which I found completely unacceptable. I was simply asking for clarification on how the situation would be resolved, yet I was met with responses that felt dismissive and patronizing. Rather than offering clear, respectful answers, he seemed more interested in escalating the conversation unnecessarily. This lack of professionalism has made it clear to me that I need to seek out a service that understands the value of respectful, adult communication and proper customer care.

This review isn’t about what they did right for most of my laundry pickup/drop off orders, but what happened when something went wrong. Stuy Wash N Dry treated my concerns with the utmost respect. Through their portal, customers can include what customizations they want, and so I included my usual customizations. When the order came back, however, it looked like none of the customizations were taken into account. After emailing them images of my receipts and my returned, washed laundry, I received a call thanking me for the feedback, an explanation of the actions taken, and expectations moving forward. I truly appreciate how committed they were to customer service; and in addition to the call I was given a discount on my next order.

This past Friday I had Stuy-Wash-N-Dry pick up my clothes for the first time. I could not be happier. The gentleman that picked up the clothes was very kind and helpful. He advised they would be ready the next day. They kept in contact with me and called when they were dropping off my items. I had a lot! The next guy brought all of my clothing up a flight of stairs to my door. He would not let me help. The clothes are so clean and folded neatly. The price could not be more reasonable. I am so happy that I found this woman owned service.

Edit! They called me and offered to replace my laundry bag! Very good customer service! Thank you!

Clean clothes but they ripped my laundry bag, safety pinned it closed, didn’t say anything, didn’t offer to replace it, or give me a discount. Brand new laundry bag! Not happy with them.