KA
Kathy A
1 reviews | Active since Dec 2019
27 Dec 2019, 12:12
Can't even get anyone to answer the phone after being let down again and again
Once again let down by SweepSouth cleaners cancelling on the day for bookings made long in advance. On Monday I get a cleaner booked as I have visitors arriving only to be let down 30min before the person due to arrive in effect completely stuffing up my day and all plans. They are unable to offer a replacement and I rebook for today. Again the person cancels just before they are due to arrive and then the reassigned person calls me to confirm my address as they live in Joburg and I'm in Cape Town?! Then I keep trying to call SweepSouth to find out what the hell is going on only to be told to call back in work hours and it states thier hours - only issue is I was within the normal hours?! So basically the only way to commmunicate with them is via email. Beyond useless - make another plan
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SweepSouth's replyOfficial
27 Dec 2019, 16:46Hello Kathy,
Thank you for your review despite the fact that you had such an unfortunate experience.
This was quite disappointing to read and we would like to sincerely apologise for letting you down on more than one occasion with providing a reliable and convenient cleaning experience.
SweepStars are independent contractors that use our platform to connect with clients. They have full control over which days they choose to work and how many bookings they’d like to do per day/week. For clients convenience, should your SweepStar suddenly become unavailable our policy is to automatically assign another SweepStar ensuring that cleaning is provided on the day However, SweepStars are encouraged to ensure that should they be unavailable that they take a day off via their app well-ahead of time to limit the inconvenience caused to the client. Furthermore, as we do understand emergencies happen, we have a dedicated Support team that deals with such cases and works their best to organise replacements in these unfortunate situations. Thus, we are sincerely sorry that we were unable to offer you further assistance and provide you with a clean despite all efforts in place to ensure a clean is always provided.
We are also terribly sorry that you were unable to reach our Support line to receive assistance in resolving this. However, we have seen the email communication you sent to us regarding this and have gone ahead and shared this with our team to reach out and provide further assistance in improving your experience and making things better for you.
We are sincerely sorry once again that you had to go through this and will ensure we support in improving your experience.
SweepSouth
SweepSouth
SweepSouth's reply27 Dec 2019, 16:46
Official
Hello Kathy,
Thank you for your review despite the fact that you had such an unfortunate experience.
This was quite disappointing to read and we would like to sincerely apologise for letting you down on more than one occasion with providing a reliable and convenient cleaning experience.
SweepStars are independent contractors that use our platform to connect with clients. They have full control over which days they choose to work and how many bookings they’d like to do per day/week. For clients convenience, should your SweepStar suddenly become unavailable our policy is to automatically assign another SweepStar ensuring that cleaning is provided on the day However, SweepStars are encouraged to ensure that should they be unavailable that they take a day off via their app well-ahead of time to limit the inconvenience caused to the client. Furthermore, as we do understand emergencies happen, we have a dedicated Support team that deals with such cases and works their best to organise replacements in these unfortunate situations. Thus, we are sincerely sorry that we were unable to offer you further assistance and provide you with a clean despite all efforts in place to ensure a clean is always provided.
We are also terribly sorry that you were unable to reach our Support line to receive assistance in resolving this. However, we have seen the email communication you sent to us regarding this and have gone ahead and shared this with our team to reach out and provide further assistance in improving your experience and making things better for you.
We are sincerely sorry once again that you had to go through this and will ensure we support in improving your experience.
SweepSouth
SweepSouth