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RB
Renier B

1 reviews | Active since Sept 2016

06 Sept 2018, 13:23

Pathetic Customer and Cleaning service

I would like to start off this review and say that this was the first time that I used SWEEPSOUTH. I was referred by a friend that received the best of service on her first booking and could not help but to ask me to also use SWEEPSOUTH. WHAT A DISAPPOINTMENT!

On the 03/09/2018 I booked 2 people to assist me in the house and booked the for 10.5 hours and to do basically all the extra services. They arrived a little bit late but I was not too worried as I believed that all my work would have been done. I went for an afternoon nap and woke up around 1, and both the ladies was nowhere to find, I went to look if all the work was done as per the booking and found that there was almost nothing done. The dishes was washed and the floor was mopped.

I then complained online and I was told that they would send me a replacement on the Tuesday for 3 hours to ensure that the work was completed as per the booking.

On Tuesday a lady arrived, she did not even complete the 3 hours of work, and the ironing was not even made up to date. When I ONCE AGAIN complained about the work not being done, I was told that SWEEPSOUTH followed their T's and C's and they therefore can not assist me any further, while they have their money and I still have a Dirty house.

I WILL NEVER ADVISE ANY PERSON TO USE THIS SERVICE !!!!!!!!

I would also like to add that I paid a total of R320 AFTER I received R150 discount.

If this is your level of service you disgust me!

Kind regards,

Chantelle Carr **********

0
Replies (4)
SweepSouth
SweepSouth's reply06 Sept 2018, 16:34
Official

Hello Chantelle,


We are disappointed to read your review.

When booking a cleaning through our platform you pay for the actual time spent cleaning your home, you do not pay for extra tasks at all. While you work your way through our booking process , our system estimates a total cleaning time based on the number of bedrooms, bathrooms and additional tasks you select. We also kindly ask that you keep in mind that this is just an estimate and could change based on your home and specific cleaning needs (e.g. if your home is bigger or smaller, the level of cleaning required or for example the amount of ironing required).

We do regret that we've let you down and understand that you are not too happy that all the tasks were not completed on the say of your appointment. You also do have the option of asking your SweepStars to stay a little longer on the say of the booking to complete all tasks, and if they can they will gladly do so. The extra time will be added to your booking with your consent. The SweepSouth Satisfaction Guarantee ensures that we are able to provide clients with the highest level of service when engaging with us. If you are not satisfied with the quality of the booking, on assessment of your feedback, we will provide you with a voucher to schedule another booking for another SweepStar to re-perform the tasks completed poorly or not completed at all. The hours granted will be based on tasks completed poorly or not completed at all at the discretion of the Company.


Thank you for sharing your review - We sincerely apologise again for your experience. Your feedback has been received and passed on to all the relevant teams for action.


SweepSouth

RB
Renier B's update07 Sept 2018, 08:35
Reviewer Update
The fact of the matter at hand is that I booked 10.5 HOURS OF CLEANING! If I booked 5 hours and expected a miracle the onus was on me, but making a booking for 10.5 hours and YOUR EMPLOYEES disappear not even halfway through the day, you should reconsider your whole business model and approach. I expect that either a full refund be given to me so I can get my own cleaners that will probably more trust worthy than the ones SWEEPSOUTH has sent me, or you will give me a FREE booking for the tasks that was not done. IF THIS DOES NOT REALISE FOR THE 3RD TIME I WILL EXPECT NOTHING ELSE THAN A FULL REFUND, OR THIS WILL BE TAKEN FURTHER.
RB
Renier B's update07 Sept 2018, 08:37
Reviewer Update
I also expect that you send someone that will not only be at my house for 3 hours to try and complete ironing, cleaning inside cupboards, doing the washing. This is the most horrific service I ever received. I honestly hope that people read this before they ever choose to use your services.
SweepSouth
SweepSouth's reply07 Sept 2018, 16:29
Official

Thank you for providing us with further feedback Chantelle. We do understand your frustration and that you're upset. As we have indicated in our email correspondence, the SweepSouth satisfaction guarantee is, if you are not satisfied with the quality of the booking, on assessment of your feedback, we will provide you with a voucher to schedule another booking for another SweepStar to re-perform the tasks completed poorly or not completed at all. The hours granted will be based on tasks completed poorly or not completed at all at the discretion of the company.

We sincerely apologise again that not all tasks were completed during your booking. We have received your email with further details of the work that has not been completed to your satisfaction during your booking. We are looking into the matter and will be in touch to follow up.