1 reviews | Active since Dec 2016
Poor Booking Management Staff
I have been with Sweepsouth for my domestic and outdoor bookings for over 5 years now. I have such bad experiences from their booking management staff it is not even funny. For 2 years I had the same sweepstar for all my bookings. She found permanent work at the beginning of the year and my bookings had to change. Ever since then I have had no luck with the management staff. Firstly they told me they would send me 3 names to choose from with similar references as my sweepstar. That was in January. I am still waiting. They then allocated the worst people to my bookings. The latest one being a lady that disappeared for 4 whole weeks and did not attend to my bookings. I informed the management staff and if i did not follow up with them on getting hold of this lady they never would have done anything. Then last week I said i spoke to Caitlin and said to send me someone new that can attend permanently to my Wednesday and Friday bookings. What does she do? She send me someone that can only attend to my bookings that week and reassigns my new weeks bookings. Then I spoke to Mbeki on Friday to tell her to move my bookings to Tuesday and Thursday to accommodate the new sweepstar as she is really good and she first want to tell me its not possible and that I must cancel bla bla. Eventually telling me that it is fine she will do it on the same day (being Friday) but it will take time. I asked her to call me when its done. Alas I am still waiting for that call. Then by Saturday morning 07:00 still no response I head to the Whatsapp line (dont even get me started on that and how they do not respond) to get answers. I wanted a manager to call me (still waiting for that call as well). By 13:30 on Saturday I get a call from Mbeki telling me that she did update my booking on Friday but when she woke up on Saturday realised that it did not work and then she checked it and it was fine. I advised her that I will no longer be speaking to her on the matter and wanted a manager to call me. Her words to me was "for what reason?". I mean is that anyway to speak to a client who is asking for a manager cause she did not do what she promised the day before.
Please dont get me wrong - some of the sweepstars that they allocate to bookings are really fantastic. My previous lady and the one I have now. But the booking management staff can really improve their level of service and commitment. Without my bookings they would not have a job and would not get paid.
Our team has been trying to get hold of you following your review and would appreciate the opportunity to engage further on your experience.
Reading through your feedback, it's clear that there are several areas where we can and should have done better, and we'll certainly be taking those learnings forward.
One of the challenges that has contributed to the inconsistency and disruption you've experienced is that, despite a number of fantastic SweepStars attending your bookings over the past few months, many of these pairings have unfortunately not continued, with the SweepStars electing not to return for a long term service. This has resulted in repeated reassignments and the inconsistency you've described.
Your experience has highlighted the importance of understanding these worker-driven unpairing events more deeply so that we can improve future matching and ultimately create greater consistency for our clients.
We're pleased that you've now been matched with a SweepStar you're happy with and truly appreciate your continued support over the years.
Our team has been trying to get hold of you following your review and would appreciate the opportunity to engage further on your experience.
Reading through your feedback, it's clear that there are several areas where we can and should have done better, and we'll certainly be taking those learnings forward.
One of the challenges that has contributed to the inconsistency and disruption you've experienced is that, despite a number of fantastic SweepStars attending your bookings over the past few months, many of these pairings have unfortunately not continued, with the SweepStars electing not to return for a long term service. This has resulted in repeated reassignments and the inconsistency you've described.
Your experience has highlighted the importance of understanding these worker-driven unpairing events more deeply so that we can improve future matching and ultimately create greater consistency for our clients.
We're pleased that you've now been matched with a SweepStar you're happy with and truly appreciate your continued support over the years.