Disastrous customer service.

<p>I booked two cleaners more than a month in advance. On the day one cleaner who was 7 months pregnant arrived. She was great but I was concerned for her given the job in hand. She started at the correct time of 9.30am</p> <p>I had been quoted 2 cleaners for 6 hours each which would take me up to 3.30. I planned to do some work for the first few hours at the house then leave and return later to let them out.</p> <p>However, the second cleaner did not pitch. She texted me and I spoke to her about how to find me. She said she was very near but after over two hours she gave up and I didn't hear any more from her until an SMS saying she had got lost and gone home. I phoned the company from 11 to get an understanding of what was going on and spoke to at least 4 different people during the following two hours. I was told I would be called back but on the odd occasion when I was called back, their phone call kept dropping. So I had to keep phoning them back. In the end I made in excess of 18 calls that day to this company, and over the lunchtime period was on hold several times for over 5 minutes at a time (I discovered later that their system was down but it just kept telling me I was second in the queue.)</p> <p>It was agreed at midday that a second cleaner would be sent. By public transport which would take 1.5 hours! By 1pm I could see the progress made on the cleaning and was concerned that the job would not be finished so I rang them again -the cleaner had had to go back because she had forgotten something and despite the call centre saying they agreed that an uber was a good idea, the poor woman was sent on public transport to Hout Bay. By 2pm no sign - just a frustrated lady calling me to tell me that she was lost and that no-one was answering at the office (because the phone system was down). I spent the next hour speaking to her and her taxi driver to guide her to our home. Those 3km took her 1 hour! They are not given a map - they just need to use their own data on their phones - but her battery was dead! Not a very efficient way of ensuring your staff get to their allocated jobs.....!</p> <p>So at 3pm I finally have two cleaners. They did a reasonable job - some higher shelves were missed even though i had bought a step stool. However, it was only because I joined them for the last three hours that the job was eventually completed at 6.15pm after another wrangle with SS to work out how these workers were going to get back to their far flung homes in the dark at 6.15pm at night from Hout Bay.</p> <p>The cost to me:</p> <p>An entire day I did not plan for at that location because I had to wait in for the second lady then actually help with the cleaning in order to finish</p> <p>Stress from 9.30 onwards as to whether the job would be done and would these people get home safely</p> <p>Loss of time doing other jobs - from midday I had to re-work my entire schedule to accommodate waiting and then cleaning.</p> <p>Numerous phone calls, sometimes on hold for many many minutes trying to get someone on the phone from the company.</p> <p>The sheer frustration that after all that, and my civil feedback and polite request (on the day) for someone in senior management or their CEO to call me that no-one has had the decency to do so.</p> <p>Pity! </p> <p>If this is not resolved to my satisfaction then I will have plenty of opportunities to tell my vast network about my incredible experience with Sweep South......</p>