Formal Complaint and Request for Full Refund: SS***

Dear SweepSouth Customer Support,

I am writing to formally express my dissatisfaction with a recent booking made through your platform and to request a full refund for the service.

The booking was made on behalf of my sister, with the primary objective of having the internal walls and internal windows of her home cleaned. Unfortunately, the experience from start to finish was unacceptable and fell far below the standard I would expect from a professional service provider.

My concerns began the evening before the scheduled booking. I had originally secured a booking with a highly rated cleaning professional; however, that booking was declined at approximately 18:10. I was then automatically allocated a different service provider with a lower rating. As I had specifically selected a highly rated professional and the cancellation was entirely outside of my control, I contacted your WhatsApp support team immediately to request assistance.

I first reached out at 18:13 and followed up multiple times before eventually receiving a response at 19:57. The delayed response time was frustrating, particularly given that the issue concerned a booking scheduled for the following day. I was initially informed that nothing could be done regarding the reassignment. Only after I challenged this decision and explained my concerns was a replacement service provider with a five-star rating allocated.

Unfortunately, the issues did not end there.

Upon arrival at my sister's home, the assigned cleaning professional immediately stated that the house was too large for her to clean. This was surprising given that the booking had been made for approximately seven and a half hours and that the requirements had been clearly communicated.

What followed was even more concerning. Without any prior notification or authorization, the cleaner's husband arrived at the property and suggested that he could clean the upstairs area for an additional R300.

I find this completely unacceptable.

Firstly, I booked and paid for a service through the SweepSouth platform, not through a private arrangement with an individual or a third party. Secondly, this created a significant security concern. The individual had not been booked through the platform, had not been approved by us, and was unknown to the household. Furthermore, the upstairs area of the home contains private bedrooms. I also paid for booking cover and insurance through SweepSouth, which I reasonably understood would apply only to the service provider assigned through your platform. Having an unregistered third party arrive and offer services completely undermines the trust and security that customers expect when using your platform.

Despite our willingness to assist and accommodate the cleaner, including arranging for the necessary cleaning supplies to be purchased, she ultimately decided not to proceed with the booking at all. My niece had already left to purchase cleaning products specifically for the job when the cleaner abruptly picked up her handbag and stated that the arrangement would not work.

No cleaning services were performed.

The cleaner demonstrated a lack of professionalism, a lack of commitment to fulfilling the booking, and an unwillingness to work toward a solution despite the efforts made by the household to assist her.

As a result:

• The booking was not completed.

• No cleaning services were delivered.

• Time was wasted for multiple members of the household.

• Additional inconvenience and costs were incurred.

• A serious security concern was created through the introduction of an unapproved third party.

• The overall customer experience was extremely disappointing.

Given these circumstances, I believe a full refund is entirely justified and appropriate. I would also appreciate an explanation of whether SweepSouth permits service providers to bring unregistered third parties to customers' homes and solicit additional payment outside of the platform, as this raises serious concerns regarding customer safety and platform integrity.

I look forward to receiving confirmation that this matter is being investigated and that a full refund will be processed without delay.