ByNext Laundry Dry Cleaning Reviews

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 ByNextLaundryDryCleaning ’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've tried to give Cleanly many chances but they continue to damage my items and provide incomplete service. First I ruled out their dry cleaning offering: things consistently came back dirty. Then I ruled out their hang dry option: they sent wet navy blue and white items back in the same plastic bag, on metal hangers. Needless to say, the navy blue items dyed 5 white high end pieces of clothing blue, and further, the metal hangers left rust marks on the clothing. When it came time for a refund they ignored the value of the clothing despite receipts and based the refund on the weight of the items. It didn't event cover the cost of one shirt, pitiful. I sent my down duvet and pillows to them - again returned wet, clumpy and musty inside a plastic bag - instead of taking the time to properly dry them. Rude delivery people who text you to come to the truck to pick up your bag because it's "too heavy". Had they any common sense, they would split a heavy bag into two. If you want to keep your items safe and in their existing condition, DO NOT USE THIS SERVICE.

I used Cleanly’s service exclusively for three months and unfortunately had to discontinue after numerous highly disappointing experiences.

First and foremost, the service is highly inconsistent and it seems unlikely that the laundromats they outsource to (whichever those may be) follow the washing and drying instructions you set. On more than one occasion, full loads of clothes came back feeling shrunk and tight. When I brought this to Cleanly’s customer service, they told me that, “shrinkage can be the result of repeated washings over time, and occurs as part of regular clothing wear and tear.” On another occasion, a sock of mine went missing and I noticed detergent stains on my bedding.

In terms of the drop off portion of your laundry, my drop off got cancelled on two different occasions by Cleanly and I had to wait a full 24 hours from my scheduled drop off time to receive my clothes back. There is only a Zendesk email to contact for Cleanly and they do not respond any sooner than 24 hours to your tickets. There is no phone number and you have no idea where your laundry is stored, so there is no recourse other then to wait until they decide to drop your clothes back off to you.

Between the horrific customer service and gross unreliability in the service itself, I highly recommend against using Cleanly.

I just tried Cleanly for the first time yesterday and woke up this morning to find out that my clothes won’t be delivered to me today, the drop off date has apparently been pushed back to tomorrow.

Well, this basically guarantees I will never use your service again, Cleanly, and will further guarantee I will take any chance I get to rake you across the coals in front of my peers, and encourage them to use Rinse instead. This is our laundry, Cleanly, our clothes. We are COUNTING on you to be RELIABLE and this is the exact opposite impression you want to set with your new customers. And this is especially appalling considering I am a “reserve” member. I’ll be sure after this review to cancel that membership.

Also, the courier never gave me a “hang dry” bag because he “ran out” while picking up other clothes. This is another example of the incredibly shoddy operation Cleanly is running and shows that they have absolutely no clue how to make this service work consistently and reliably.

Also, for what it’s worth, they didn’t even bother to tell me my order was delayed, give me a heads up, explain why, or offer me a refund, nope, I had to discover the delay by opening ByNextLaundryDryCleaning and noticing they SLYLY changed the drop off date to tomorrow instead of day as originally planned. Very cute, Cleanly. I’ll enjoy brining all of these concerns to light in an upcoming Medium post! Hope you learn your lesson.

I’ve used Cleanly for over 2 years now, starting in March 2016. Their level of service has been mediocre from the start, but as a small company I wanted to give them a shot.

2 + years later, they charge an arm and a leg, have lost my clothes, damaged my clothes, sent me someone else’s clothes, been late countless times, and even included a wad of someone else’s hair in my clothing. (Although they claim to wash your clothes separately from other people’s I don’t believe them, nor do I believe they actually use bleach or separate your whites)

Their support staff is nowhere to be found, I’m actually writing this while on hold with them for the past 20 minutes. I got hung up on after the first 6 minutes of waiting and their automated system just keeps texting me that they will be 10 mins late, now it’s 20 mins late. I’m now going to be EXTREMELY late to work because of their incompetence - I WOULD NOT RECOMMEND anyone use their service. Beware!

I live in NYC, and while I have laundry in my building, someone's I don't have the time to do it myself. When I lived in a doorman building, the Cleanly service was fine. I left the laundry with the doorman and didn't have to worry about when Cleanly showed up. Since I moved to a building without a doorman, it's a whole different experience. Orders were rescheduled so frequently that I had to stop using the service and do my laundry myself. Fast forward to the week before labor day weekend. I'm not able to do my laundry before I go away so I schedule a Cleanly pickup. I figure maybe they've improved, and they've been emailing me to give them another shot. So what do you know, 20 minutes before my scheduled pickup I get a text telling me that the driver had an emergency and they can't pick my laundry up for 24 hours. Yeah I've heard that one before. It's the classic "over-promise and under-deliver" scenario. Don't waste your money. Go with a local service.

I found this company when i was really in a bind and needed something dry cleaned quickly. The first experience was fine but there have been so many problems since I just can’t use their service anymore. There have been several times where their concierge is either early or late and then blamed me for their mistake. I’ve really tried to give them the benefit of the doubt but it really seems like they do not care. Just now I was charged a no show fee because the concierge arrived to my building 15 minutes ahead of my pickup window and then refused to come upstairs to get my laundry. I requested pickup between 9 and 10 and got a no show fee at 9:02. He then “generously” offered to wait downstairs for me after claiming he had been there for 15 minutes and had tried to come upstairs. There have been so many instances where I’ve had bad experiences with Cleanly but this was the breaking point. For your own sake, just find someone else to do your laundry.

They cannot follow simple instructions. Laundry is always washed/dried incorrectly- I’ve had several items ruined. They say they’ll bring it to your door but they just chuck it in your lobby & good luck. I went out of my way the last time I used them to make sure it would be brought to my door. The live chat confirmed then the delivery person said they couldn’t get up to my unit. They picked up from my unit no problem & my door man said they just left it in front of the desk. So because they were to lazy to bring it upstairs it’s just left in the lobby for anyone to take. I have a foot injury so I can’t be lugging around 20lbs of laundry but I have had to do this on multiple occasions now.
Their customer service then ignores you when you ask them to fix this.
Stay away there are plenty of laundry services & this one is by far the worst! I’d give them zero stars if I could. Now I’m trying to get my money back because I made of mistake of using their credit program.
DO NOT USE THIS SERVICE!

Like others here, it takes a lot for me to write a negative review. But ***AVOID*** this overpriced and unreliable service even during COVID-19. Wait for your laundromat to become available, even if there’s a wait. My first time using Cleanly, I received someone else’s laundry and it took a week to get my own bag back. Second time, I’m the fool. They picked my laundry up on a Tues and I scheduled a Thurs AM return. They texted minutes before my delivery time, moving it to Friday night. At 8 PM on Friday, I am missing my hang dry items. I had to report a missing bag to get a second delivery window of Sat between 4-6:30. They deliver my items at 9 PM, still wet. The worst part is they charged me $90 for what I’d pay $15 for at my laundromat and didn’t offer even a slight discount to this existing, unbelievably mishandled order. I believe they’re up-charging people during this vulnerable time. This is a scam. I will come and do your laundry instead. DO NOT USE.

I’m not one to write a negative review but what a trash company. Our local laundromat is closed due to Covid-19 so my roommate and I decided to use Cleanly and share a load of laundry. The drop-off was late by 24 hours. A text was sent out when we were supposed to receive our clothes saying our laundry was on its way, but then got another one 10 minutes later saying it would be a 24 hour delay with no offer of a discount or anything. Annoying, but we are staying at home anyway due to Covid, so at least we could still receive our things. When we got our stuff I noticed everything came back really wrinkly, not just normal wear and tear, everything looked really bad. My roommate realized that they had lost a sweatshirt of his and immediately tried to contact them. After a few hours they responded saying they needed more information from him, which is confusing since he clearly doesn’t know what happened after they took our clothes from us. So we payed a lot of money for our clothes to be late, messy and missing. It just seems like a really bad business

I was very concerned about using this service since there were so many reviews about losing items. All it took was a haphazard pickup experience for me to cancel the order. I will never use this service and would highly advise others not to either.
When the valet arrived, they had no idea I was a first time customer. The person who came to my door didn’t speak English and had to call the driver so I could explain I needed bags. The driver came up with bags and asked if I lost mine. I explained I was a first time customer and she seemed surprised. I repeatedly asked if she could show me the name tags for my laundry (I was concerned about losing my laundry based on the reviews). She kept saying yah we can get tags for you if you need. Obviously this was highly concerning- it is clearly not an “IF” I need my laundry labeled as my own.... She kept asking if I needed more bags to replace the ones I lost, which concerned me even more since I had no bags to begin with. When I pressed her about the labels she responded- do you need me to help put your laundry in bags because you need to hurry up. It became clear my bags would not get labeled, so I cancelled the order.

They are so unprofessional and irresponsible. I tried them multiple times and always with an issue. Last incident it was the worst. I sent them 100 lbs of laundry and supposedly they scheduled for next day. I was contacted by their concierge to be informed that they won’t be able to finish it by next day and they need more time so they went ahead and scheduled me for drop off the day after I said it’s fine. Then the day after 15 mins before the 2 hrs drop off window end and after I came early from work to be home when they come I get a message that the driver had emergency and they can’t Locate my laundry so they won’t be able to deliver it it and that they went ahead and scheduled me for the. Day after. That drove me crazy as I needed the laundry back urgently for work clothes , towels and w everything. They were so dismissive with zero empathy or understanding to my urgency. It’s very 3 days now and I never received my laundry. On top of that the few times I used them I always had missing items or spoiled items or instructions are never being followed. Save your stuff and money and never use them. It’s so inconvenient. I recommend Rinse better prices and more convenient and professional.

Long and short of it, this service is unaccountable and you are at risk of losing your items! From pick up to cleaning, somewhere in the process, Cleanly lost my suit. I reached out to their customer service when it became apparent something was awry, as the suit had not delivered 3 days after the delivery date. I was told they could not locate the item, and they would initiate an inquiry in which they would give themselves 10 days to find the suit.

After 10 days, I reached out again, having heard nothing from their POC, who let me know that if they could not find it, they would only compensate me for 10x the cost of cleaning (approx $150 dollars), not the actual replacement value of the suit. That is about an $800 dollar difference between those two numbers, without tailoring or other factors included. When I had Nordstroms reprint the receipt, provided tags, etc, and they did not feel that warranted a different review. This policy is not located on their Ap, nor is it anywhere to be found when you agree to their pickup/delivery.

Seeing as they have were not proactive in identifying the issue, they were unwilling to volunteer information as to the status of the inquiry and totally unwilling to work with me to provide the replacement value for an item, I would not recommend using this service.

I was so excited when I found Cleanly. No more lugging laundry downstairs either to do myself or drop off. At first it was great, there were no issues with pickups or deliveries and a very quick turnaround time. Several months ago that changed. Suddenly valets were consistently running late or having emergencies which causes things to be rescheduled. Rescheduling by the way is just done. You are placed in the next available slots with no regard for your availability. You are told you can change it in ByNextLaundryDryCleaning but chances of finding many slots available are slim. That leads me to my next issue. It seems that in order to have a significant availability of pick and drop off times you have to schedule service at least a week ahead. Not sure about others but that doesn’t work for me. Overall the convenience of this service doesn’t fully exist anymore. I suspect this is due to growth which is great for the company but not for us customers . I will most likely be going back to my old way of doing things. It was a pain but at least I could rely on it.

I decided to try cleanly for the first time this past week and was pretty disappointed. First, my pick up time got pushed back a day. If there’s no one available for the time I want, then it shouldn’t be listed as an option on ByNextLaundryDryCleaning . At pick up, the valet did not have the bags as a first time customer as promised on ByNextLaundryDryCleaning . My drop off time then got pushed back a day again! On top of all this, the drop off time was supposed to be between 7:30-8:30am but kept getting pushed back and wasn’t actually delivered until ~11:20am - almost 3 hrs late (almost making me late for work)!! If my laundry had come back perfect they might’ve gotten a higher rating. Unfortunately when I went through my laundry, I also had some socks missing and a tote bag that doesn’t belong to me. Overall more stressful than I had anticipated. A positive was their customer service. Both valets were friendly despite having to walk up 6 floors and my total was discounted by 50%, which I appreciated given how much went awry with timing. Might consider giving them another chance but only after my disappointment with this first experience wears off.

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 ByNextLaundryDryCleaning 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.

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.

I’ve been using Cleanly for over a year for laundry, laundered shirts, and dry cleaning, and my experience has been generally positive. Sometimes things do shrink for laundry, so I would recommend just sending out the basics and use dry cleaning for anything nice. They offer a hand dry option that I’ve never tried.

They finally added an option for doorman pickup/drop off so that I don’t get a million texts with updates about the whereabouts of the delivery person.

My only request at the moment is that they establish a standard way of folding everything. Different orders have underwear, shirts, etc. folded differently than previous orders. As a result, it requires some refolding to make everything fit neatly in my drawer. Please just pick one way and always fold those items the same way.

Also, please stop rolling socks. It’s ruins the elastic. At a minimum, at least make it an option.

I like the idea of the membership club, but after doing the math, it doesn’t seem cost effective. Alter the pricing terms and/or offer more benefits and I’d consider signing up.

We've tried other cleaning services in the city but after trying Cleanly (ByNext) in August, we haven't felt the need to try anything else. Their services are reliable, dependable, and convenient.

ByNextLaundryDryCleaning makes each pickup easily customizable or adjustable to our preferences. If plans change and we have a pickup or drop off scheduled, we can easily edit the dates and time at no additional fee. After multiple bags of laundry and some dry cleaning, their team has always done an excellent job in making sure all our items come back to us freshly folded and scot-free!

Loyalty to their app also comes with enticing rewards that help offset the costs of pickup cleaning. We've compared price points among different services and have found Cleanly (ByNext) to be at par and competitive with what's on the market. However, a pivotal difference comes with the Reserve membership discount and their promo codes which can be earned each time you've spent a certain amount. This is a huge help to us on top of their convenient and reliable service.

After reading some negative reviews, I was hesitant to try Cleanly, but man, I am so glad that I did!! Everything about the experience was absolutely amazing and made my laundry day a complete breeze. Living in NYC, it’s hard to find time to do laundry when you don’t have an in unit W/D, but Cleanly came to the rescue! ByNextLaundryDryCleaning is well done and scheduling your pickups/drop offs is a breeze. The woman who picked up my laundry was super kind and helped talk me through everything as a first time user. Then, when it was time to drop off my laundry, the man helped me take it up to my apartment on the third floor with a huge smile on his face! The clothes came back clean, smelling superb, and expertly folded! It was the easiest experience I’ve had and 100% recommend them to my friends who are looking for a pain-free way to do laundry in NYC!