ByNext - Home Help, Delivered 4+

I’ve had overall great experiences with Cleanly. I love the convenience of their app and their service, and they’ve always been on time with the clothes neatly folded. I’ve been using them twice a month for almost a year and definitely plan on continuing to. Can’t imagine going back to washing my own clothes 🙂

I originally used Flycleaners when I first moved to the city, and a lot of the complaints I’ve read in Cleanly’s reviews I experienced much, much worse with them (always late, often rescheduling, losing items, bad customer service, etc.). My experience with Cleanly has been night and day better.

With that being said, though, they are pretty pricey and there are a few obscure fees that I’ve been frustrated by. Their (almost entirely automated) support chat is also very frustrating if you don’t have a really straightforward question. Also, their reimbursement for damaged clothing is terrible - it’s something like a maximum of 10x what it costs to get it laundered (~$15). This was fine when it was just a pair of compression shorts, but if they destroyed anything much nicer I’d be pretty upset. I’m not sure how this compares to other laundry services’ policies, though.

It takes a special type of app to get me to actually write a review, but the combination of Cleanly’s atrocious service plus the obvious astroturfing going on in this review section compelled me to write this.

First: the service. As many others have pointed out, the concierge RARELY comes on time. Often you will receive a last minute notification telling you that the concierge can’t make the schedule time, as well as a trite apology. If you try to reschedule, the only available times are invariably outside the next 24 hours, forcing you to rearrange your whole schedule. If you contact customer service, they will never get back to you on the same day. It often takes 24-48 hours, which is completely unacceptable, and doubly so if you paid to be a “Cleanly Reserve” member.

Second: I came here only to write the first section of this review, but I arranged the reviews by date in order to see if the service had somehow miraculously improved since the last time I used it. What I saw was a series of one-star reviews (which is consistent with what I expected), then an uninterrupted string of very vaguely written five-star reviews. When I read those five star reviews it became obvious that Cleanly or a service acting on behalf of Cleanly is trying to clean up the app’s abysmal rating with some low effort five-star reviews. Well, do not be misled. Search for yourself. Shame on Cleanly. I will NEVER give them my money again. Good riddance.

I used Cleanly when I arrived to NYC last year and was happy with having $30 discount as everything looked so expensive to me at the time. I had several issues with my pick up and and delivery times that were not respected without warning, and I started being anxious using this service. Then one day, they lost a bag of clothes and this is when I realized their customer service was almost unreachable : I could not find any phone number. At the time, all my possessions where inside the bag! They finally answered my emails, found my order and delivered it a couple of days later and gave me some store credit. I used the store credit and never used Cleanly after. Yesterday I received a $30 coupon and thought I’d check this offer so went to download the app again, but instead I read the recent comments about the unreliability of Cleanly and I remembered why I decided never to use their services again. Last February I found a local cleaning company : they wash locally, deliver for free and hang dry items are just $0,35 (comparing to $1,60 for Cleanly!) My advise : search your neighborhood for a better option and run away from Cleanly.