Verified Company
They advertise wash, dry and fold on the front window and then don't fold your clothes. I asked why weren’t the clothes folded and they say oh that is extra to fold. That would have been helpful knowing that when i dropped the clothes off.
They've also lost two jackets. And they’re saying that never happens yet I've been there on two other occasions when people were complaining that they had been sent home with the wrong items.
Reply from Cloud Wash Laundromat Cronulla
2026.05.06
Hi Mary, thank you for your feedback. We’re sorry to hear you left disappointed with your experience.
When you dropped off your laundry, we did ask and double-checked which service you wanted, as we offer multiple laundry options depending on customer preference and budget. While “Wash, Dry & Fold” is advertised on our window, we also have customers who prefer “Wash & Dry only” to save money and fold their clothes themselves. At the time of drop-off, the service selected was “Wash & Dry.”
We do our best to clearly explain our services, and the pricing/service options are also available on our website, Google profile, and brochures inside the shop. We understand the misunderstanding may have caused frustration, and we’ll take this feedback onboard to make our communication even clearer moving forward.
Regarding the missing jackets, as explained in store, we are only able to properly investigate missing item claims when there is a docket or proof of drop-off attached to the order. Since the concern relates to an order from March and was only raised recently during another drop-off, it makes the investigation significantly more difficult. We can still review CCTV footage where possible, but after this amount of time, the process becomes very limited.
We always take concerns like this seriously and genuinely try our best to help all customers fairly and professionally.
When you dropped off your laundry, we did ask and double-checked which service you wanted, as we offer multiple laundry options depending on customer preference and budget. While “Wash, Dry & Fold” is advertised on our window, we also have customers who prefer “Wash & Dry only” to save money and fold their clothes themselves. At the time of drop-off, the service selected was “Wash & Dry.”
We do our best to clearly explain our services, and the pricing/service options are also available on our website, Google profile, and brochures inside the shop. We understand the misunderstanding may have caused frustration, and we’ll take this feedback onboard to make our communication even clearer moving forward.
Regarding the missing jackets, as explained in store, we are only able to properly investigate missing item claims when there is a docket or proof of drop-off attached to the order. Since the concern relates to an order from March and was only raised recently during another drop-off, it makes the investigation significantly more difficult. We can still review CCTV footage where possible, but after this amount of time, the process becomes very limited.
We always take concerns like this seriously and genuinely try our best to help all customers fairly and professionally.
