I hesitate to give them two stars, but the older lady who comes in mostly in the afternoon is very friendly and a pleasure to deal with, so the two stars are for her. This review stems from several less than friendly encounters with the heavier set, black haired lady, who tends to show up late when she's supposed to be opening the store. I've been using the laundromat about once a week, dropping my clothes off in the mornings and picking up after work, always leaving a tip for the great service. Today I dropped off my laundry at 7:30 am, when they open, and as I was getting my ticket I asked, as I always do, if I can pick it up this evening. She said no, which has never happened in the 3 months I've taken my laundry there. I asked why and she just said it's not going to be done. I glanced around the laundromat, seeing mostly folded clothes waiting for customers to pick them up and several empty machines. I pointed out that it's 7:30 and it's never taken more than a day and walked out. She then chased me down into the parking lot and told me I could come get my stuff, that she wouldn't do the laundry. I asked her why and she told me she didn't owe me an explanation. I'm hoping to go in after work and drop off my stuff with the friendly afternoon staff, where I will also share my experience this morning.
EDIT: I received the following message from the owner after contacting her about my experience:
"Hello Rob,
I'm sorry for the delay getting back to you, but I wanted to wait until I had time to properly respond to you. I appreciate you letting me know about how you were treated by my employee today. Without you letting me know, I probably would never have known.
I want to apologize to you for the way you were treated. First, she has no authority to make the decision that we aren't taking your order for no reason. And second, and more important, I cannot believe she would treat you in such a rude and disrespectful way, and that she was so indifferent about your business with us. Without customers we don't have a business.
I did not have a chance to speak to her about your dealings today, but there is no reason for her behavior. I have written a reprimand and it will most likely lead to her termination as per our company policy.
Again, I cannot apologize to you enough. I hope you understand that she does not represent our company with her actions towards you. I try to have friendly and helpful employees that welcome your business. I am not in the store all of the time, so I cannot see everything that goes on, so again I appreciate you reaching out to me to let me know. I wish you would have emailed me first about this and let me take care of the problem, but I want you know that I take the way employees treat our customers very seriously.
I don't know at this point if we can earn your business back, but I'd like to offer you your next order complimentary if you choose to come back.
Sincerely,
XXXXXXXXX, Owner"
I have continued to give my business to Trolley Laundry. Since the first incident, that same lady has repeatedly given me a hard time when dropping off my laundry (no she wasn't terminated). Every time I go in she tells me my socks need to be flipped around. There is no sign or anything saying that's a policy, and more importantly, isn't this why I am paying someone to do my laundry? This occurred a couple times and then my socks started going missing. I'd probably not think twice about ordinary socks, but these cost ~$15-$25/ pair. I had 5 individual socks go missing (one whole pair and 3 half pairs), effectively reducing my socks by 4 pairs and ~$50 lost. I went in to see if they were misplaced and the girl behind the desk assured me that this wasn't something that normally happens and that the owner would be calling me. I have yet to receive a call from the owner. I am convinced that the lady in the morning is taking my socks. The owner doesn't care about how her employees treat customers. I gave them a second chance once, so at this point, I would highly discourage anyone from going here.