Extremely disappointed with my experience using Airwallet. On multiple occasions, the money was withdrawn from my card, but the payment was not processed and I couldn’t use the service. It is very fr... See more
Company replied
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See what reviewers are saying
Worst CUSTOMER SERVICE ever when or couldn’t give me the name of the people that maintain the washers in the dryer. Take your money and move it overseas and don’t pay taxes here. What kind of a compa... See more
Company replied
Tobias!!! He's the top g , second time in a row he's attending to my issues and he's done it excellently short of words how someone can be this good he really should be doing more someone of his calib... See more
Company replied
With our multiple stores across the island, we had purchased payment terminals at each one costing thousands each and if something went wrong all machines could not be operated. Thankfully, with Airwa... See more
Company replied
Company details
Written by the company
Airwallet is a completely administration free payment system for shared laundries, currently operating in 18 countries around the world. Airwallet allows users to pay with their mobile phones, laundry owners to focus on what's important to them, and laundry distributors to generate recurring revenue from Airwallet. Airwallet is for everyone - users can pay with whatever payment card they have, no matter what country they live in. Laundry distributors can generate a profit from the payment systems, build a stronger relationship with their customers - and of course, get superior support from Airwallet.
Contact info
Sivlandvænget 3.1, 5260, Odense S, Denmark
- +4578709999
- contact@airwallet.net
- airwallet.net
2.9
Average
118 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer support.
The customer support was quickly responsive, friendly and efficient. Although the app needs improvements, it’s good to know that good customer service is available to provide swift backup.
December 22, 2023
Unprompted review
Reply from Airwallet
Hi Naomi! 👋
Thank you so much for taking the time to share your feedback about your experience with Airwallet! We're delighted to hear that you found our customer support to be excellent, with quick responsiveness, friendliness, and efficiency.
Your kind words about our customer service team mean a lot to us, as providing outstanding support is a key focus for Airwallet. We're committed to ensuring our users have a positive and efficient experience when interacting with our team.
If you have any specific suggestions or features you'd like to see in future updates, please feel free to share them. We're here to listen and make sure Airwallet continues to meet and exceed your expectations.
Thank you once again for choosing Airwallet, and we look forward to serving you even better in the future! 🙌
Best regards
- Tobias and the Airwallet-team
Great support
Even if I had some technical issue with the payment method, the support (Tobias) was very kind and professional, and help me in the throubleshooting of the weird problem I had this Saturday morning.
December 9, 2023
Unprompted review
Reply from Airwallet
Hi Simo! 👋
Thank you for sharing your experience with us! We're glad to hear that our support team could assist you with the technical issue you encountered with the payment method. Providing kind and professional support, especially during unexpected hiccups, is something we prioritize. We're pleased we could troubleshoot the problem for you on a Saturday morning.
Your feedback encourages us to continue delivering quality assistance. Should you have any further questions or need help, please feel free to reach out. We appreciate your support! 🙌
Best regards
- Tobias and the Airwallet team
Seamless app with great customer support
Love the simplicity of the app, specially filling up wallet so the payment is easier. Love to see constant small upgrades. The support is amazing, had some issues with machines and the staff is always helpful and nice, they guide you through the troubleshoot and do they best to assist. Happy to have their system in the building. 💪
December 2, 2023
Unprompted review
Reply from Airwallet
Hello there! 👋
Wow! Thank you so much for this incredible review! We're thrilled to hear that you love the simplicity of our app and find the wallet feature helpful for smoother payments. It's fantastic to know that our constant upgrades have been noticed and appreciated.
Moreover, we're delighted that our support team could assist you effectively with the machine issues. Providing helpful and friendly guidance through troubleshooting is what we strive for, and we're glad it made a positive impact for you. Your support means a lot to us, and we're thrilled to be a part of your building's system. If there's anything else we can do to enhance your experience, please don't hesitate to let us know. Thank you for choosing us! 🙌
Best regards
- Tobias and the Airwallet-team
Great costumer service.
November 27, 2023
Unprompted review
Reply from Airwallet
Hi Marie! 👋
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our customer service team.
Providing top-notch service is a priority for us, and it's fantastic to know that it made a difference for you.
If there's anything else we can assist you with, please don't hesitate to reach out. We truly appreciate your support and look forward to serving you again in the future! 🙌
Best regards
- Tobias and the Airwallet-team
pretty good
November 19, 2023
Unprompted review
Reply from Airwallet
Hello there! 👋
Thanks for your positive review of Airwallet.
It's nice to hear you find our product as good. It's also our main goal to make the app a user-friendly platform for online payments to washing machines and dryers as well.
We continue daily to create and implement new features that gives the users more options in the app.
Always feel free to contact us with questions regarding Airwallet if needed and then we will take care of your request!
We wish you a nice day! 🙌
Best regards
- Tobias and the Airwallet team
It was interactive and effective
November 15, 2023
Unprompted review
Reply from Airwallet
Hi Imane 😄
Thanks for your positive review.
It's nice to hear that our customer service was effective when you needed our assistance!
We always want to help users quickly and effectively whenever we can help the user with something in the laundry room.
We hope Airwallet is a good fit for you in the future and always feel free to contact us again for support if needed!
We wish you a nice day! 🙌
Sincerely,
- Tobias and the Airwallet team
Payment problems
I loaded 60 DKK on my card as I wanted to use the washer and drier (30DKK each) however after making the first payment it kept telling me I didn’t have enough funds to use the drier. After contacting customer support I was informed that my balance can’t go below 20 DKK. This meant I paid an extra 20 DKK which I will never use. Customer support was very helpful though suggesting I could use it in the morning and get the 20 DKK refunded from his manager. Problem was my clothes were wet and needed to dry now. He ( Tobias Larsen) was great though.
November 7, 2023
Unprompted review
Reply from Airwallet
Hi Tabea! 👋
Thanks for your rating of the wallet feature.
I have to mention that the amount cannot go to 0 DKK as we ensure that every user always has funds to make payments in the laundry and it's also an easier way to make a refill in the app instead of doing it manually.
And that is why we also have a feature called 'Auto-Refill' so the system will automatically refill the amount you set in the app when the balance is low.
In your case, as I mentioned, we could refund your ekstra payment of 20 DKK and update your profile in the app so the wallet will be removed from your account.
I hope this makes sense for the future use of the wallet feature in the Airwallet app and you are always welcome to contact us again if any other questions need to be answered.
I wish you a very nice day! 🙌
Best regards
- Tobias and the Airwallet-team
This modern app has made laundry room…
This modern app has made laundry room management convenient and accessible. The responsive support, especially from Tobias, adds to its appeal. It’s great to have such a helpful resource at your fingertips for hassle-free laundry management.
October 30, 2023
Unprompted review
Reply from Airwallet
Hi Victor 😄
Thanks for your positive review of our product and support of Airwallet.
One of our goals is to make the laundry experience simple, easy, and user-friendly for the users and provide welcoming, personal, and helpful customer service.
I was happy to have been able to help you and you are always welcome to contact us with any questions about Airwallet.
I wish you a nice day! 🙌
Best regards
- Tobias & the Airwallet team
Airwallet Recommended
With our multiple stores across the island, we had purchased payment terminals at each one costing thousands each and if something went wrong all machines could not be operated. Thankfully, with Airwallet we have made a small investment compared to the terminals and can be set remotely and instantly. We are waiting on voucher codes or 'happy hours' to be introduced on the app so that our customers can benefit from off-peak washing. Hope to have this soon!
October 22, 2023
Unprompted review
Reply from Airwallet
Hi Jean
We are happy to hear about your thoughts on our products. Our development team is working on cool features which include features like "vouchers" and campaigns.
We are always open for ideas from our customers, so if you would like to share your thoughts, then please reach out to us, and we will have a look at it.
Kind regards
Kim & the Airwallet-team
Dreadful experience at my flats today
Dreadful experience at my flats today. Nothing worked.
October 21, 2023
Unprompted review
Reply from Airwallet
Hi Matthew
Im sorry to hear about your experience. If you reach out to our support team, then we can have a look at what did not work for you.
Hopefully we can help you to make everything work again.
Kind regards
Kim & the Airwallet-team
Very reactive customer service
Very reactive and helpful customer service, they developed quickly a new version of the app for me as it was not working on my tablet. Go for it!
Maybe one suggestion would be to allow registration with something else than a phone number (mail/fb account etc), as for example, in my case I just broke my phone so I had to create a new account with someone else's phone and it wasn't ideal.
October 5, 2023
Unprompted review
Reply from Airwallet
Hello Charlotte,
We appreciate your kind words! It's always our priority to ensure our users have a smooth experience, and that goes for the whole team including developers who took the challenge to develop new app for the specific tablet. :)
We value your feedback regarding registration options. Your suggestion to allow registration with email or social media accounts is noted, and we'll consider it as we continue to enhance our app.
Thank you for choosing our service, and please don't hesitate to reach out if you have any more ideas or if there's anything else we can assist you with.
Kind regards
Hana and the Airwallet team
Great company and great customer service
I have found airwallet to be a great company to work with. The portal provided is very easy to use and gives real time reports and transaction history. The customer service is amazing. We have only had one need to contact customer support so far and they responded instantly to the online chat and then called me straight away to help solve our problem. Special mention to Hana who is fantastic and always available when we need anything.
October 2, 2023
Unprompted review
Reply from Airwallet
Hello Daniel,
Thank you for such an amazing review. We are very happy that you find the Airwallet product helpful! It was a genuine pleasure assisting you, and we want you to know that we're here for you whenever you need assistance or have any feedback to share
Kind regards
Hana and the Airwallet team
Excellent support
Excellent support whenever needed, ensuring a seamless experience with laundry bookings
September 2, 2023
Unprompted review
Reply from Airwallet
Hi Nicoline 😁
Thanks for your positive response regarding Airwallet.
We are glad that you feel happy with our customer service and our booking system as well!
Our main goal is as a company to be responsive and personal during support to get a good vibe with the user as long the problem is getting solved as well.
Also about the booking system, the user is able to secure their laundry at a specific time on busy days.
Always feel free to contact us regarding concerns or questions linked to Airwallet.
We wish you a very nice day! 🙌
Kindly regards
- Tobias and the Airwallet team
Loving it so far
We have been using Airwallet for about 3 months now in my building and its been a very seamless and convenient experience so far. 10/10 would recommend. Also, Hana, the customer service agent that responded to my emails today, was very efficient in helping me with payment issue I had.
September 19, 2023
Unprompted review
Reply from Airwallet
Hello Zainab,
Thank you so much for taking the time to leave us such a wonderful review! It was pleasure to assist you and we are super happy to hear that you are enjoying the Airwallet system so far!
We will do our best to make it stay this way.
Kind regards
Hana and the Airwallet team
perfect service
perfect service! I met some problems when I create an account. but they help me to deal with it in a very short time. thanks so much.
August 13, 2023
Unprompted review
Reply from Airwallet
Hello there 😄
We are proud of your happiness with our customer service. We are always focusing on developing our support so it can be the best as possible for the users of Airwallet.
You are always welcome to contact our support regarding questions or concerns linked to Airwallet in general.
Have a nice day! 🙌
Best regards
- Tobias and the Airwallet team
Excellent customer service.....Terrible washing machines
The customer service support is fantastic. Via air wallet app. As it really needs to be . As the company who actually manage and supple the machines which I believe is WOLF COMMERCIAL LAUNDRY ( in our case ) are awful !!! Terrible washing machines. Always breaking down . Communication errors to your phone . And Comms errors . And they stop with your cloths still inside , part washed .Some times they just don't even start . After taking your payment. I would advise any large company not to install these units or go into contract with wolf unless they have onsite support. Which you won't . As the whole point of a Wolf contract is not to do so . We have them in our community laundry room. And they are constantly having issues. But the 5 stars are for the APP air wallet who deal with the payment side of things . Which is a complete different company to the actual physical washers and dryers / maintaining, servicing etc . Thanx to all the girls who have refunded me due to breakdowns. Excellent customer service.
July 31, 2023
Unprompted review
Reply from Airwallet
Hi Antony 😄
We are happy that you like our customer service. It's always important to help you and the users if you experience issues during the wash or dry on the machines in the laundry room.
If you have any concerns about machines making errors and not working as they should, please contact Airwallet or Wolf Laundry. It's our partner and I am sure we can solve it together either way you choose to get in touch with us or Wolf laundry as well.
Have a nice day sir 🙌
- Tobias and the Airwallet team
Tobias and Hana were very helpful and…
Tobias and Hana were very helpful and were very quick with resolving my issue, it was one of the better customer care experiences I’ve had compared to other companies.
June 20, 2023
Unprompted review
Reply from Airwallet
Hi Stephen 😄
Thanks for your positive review. We were happy to support you and solve your issue as well.
We always develop our support to be quick and responsive for our users and customers and also solve their issues as quickly as possible.
Always feel free to contact us regarding any questions you want to be answered from our side.
Have a nice day sir! 🙌
Best regards
- Tobias and Hana
very responsive staff
March 16, 2023
Unprompted review
Reply from Airwallet
Thank you for your review. We greatly appreciate your kind words about our staff. Your feedback is truly encouraging and motivates us to continue delivering a high level of responsiveness!
We look forward to serving you again in the future.
Hana and the Airwallet team
Great customer service; functionalities can improve
There is some bug to fix and some functionality that could be improved, but I had a great experience with customer service :)
May 11, 2023
Unprompted review
Reply from Airwallet
Hello Alessandro,
Thank you for taking the time to provide us with your review. We greatly appreciate your feedback and we're glad that we were able to assist you! If you have any suggestions on how we can further improve the functionality of our app, we would love to hear from you. Please feel free to reach out to us via email at contact@airwallet.net or through our phone number at +4578709999. We value our customers' opinions and are always open to feedback!
Best regards,
Hana and the Airwallet team
Horrible company! Landlords should be made aware
Horrible company! The app constantly fails, which results in the machines not operating properly. This has happened on more than one occasion. On April 13th the machine stopped working with my clothing inside, I called and spoke with a rep from Air Wallet who explained the system was showing that the machine had not started, however, she could see that I had been charged £4 , despite there being a malfunction. She agreed to refund me the £4, it is now 11 days later, and I have called twice, and spoken with Jeff who claims the refund has been issued. This morning, he requested info from my bank confirming the refund has not been issued, I advised that I would provide the debit confirmation as well a chat from my bank reflecting the refund had not been issued . He then requested additional info, which was personal such as statements etc.. I have confirmation via chat from my bank that the refund was not issued. So, at this point, I will send that info and contact the ombudsman
April 26, 2023
Unprompted review
Reply from Airwallet
Hello Monica
Its important to note that we don't earn anything from these transaction, nor is it our( Airwallets ) money.. its the landlords property and we assist in cases things doesn't work as expected, We need to make sure the bought service didn't function as intended before taking action, so we can inform the owner to either fix a problem, or explain to them why we stated a refund.
As we tried to explain, the reason there was no transfer back to your account with the first payment is in the case we do it quickly enough that it simply cancels the request to the bank, the screen shot provided is indeed a transfer from another time were it did work, so i hope you can understand that we dont play around with money, neither users or property owners, that is the reason we ask for details to clarify that its not a missundertanding, since bank apps all act differently (my own personal bank app shows when it reserves and amount before even drawning money)
To meet your request, i've refunding an additional payment made on your user corresponding to the 4 GBP that was canceled already (total of 8 GBP) and informed the landlord about this, as its very important to state that this is not our money and neither do we have anything to gain to retain money, its a matter of integrity that we simply don't refund money on others behalf simply because a statement is made without have the clear picture of the situation.
As of now, there has been made 2 payments on your account on the 13th of April that both have been canceled, but you will only find 1 payment on your bank account, based on whats stated previously.
I hope this can shed a light on the situation.
Have a nice day.
- Jeff from Airwallet
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