The legitimacy of thelaundress.com is questionable based on mixed customer reviews. Some customers praise the brand for its environmentally conscious products and luxurious packaging, while others report significant issues with customer service and refunds. The company faced a recall due to bacteria contamination, and many customers have struggled to receive their refunds. This has led to a loss of trust and negative feedback. The brand's commitment to sustainability and quality is evident, but the customer service concerns raise doubts about its overall reliability.