Subpar cleaning and disconnected customer service. Disappointing!

I can't tell you how disappointed I am with SweepSouth’s customer care, or lack thereof rather. I gifted a friend with a SweepSouth clean on Saturday. My friend was not only unimpressed with the quality of cleaning, she was also quite shocked at the poor attitude displayed by the assigned cleaner when she called to ascertain exactly what it is that she'd covered in the 6 hours she was assigned. The list of issues was comprehensive, ranging from mop marks, no dusting to actually ironing clothes that were visibly dirty. The work that the cleaner appears to have covered should have taken no more than 2 hours, leaving us wondering what exactly she did for the remainder of the time. I then phoned their contact centre this morning to register my dissatisfaction with the service rendered and attitude displayed, lobbying for a replacement cleaner or refund. I was informed of the 72 hour policy, insisting that nothing could be done in terms on a replacement cleaner or refund. Mind you, I called the customer centre at 8:39 am this morning, exactly 72hrs 9 minutes after the scheduled appointment. One would have hoped that the 9 minutes would be worth loosing a customer (and her network)over.

Given the nature of the incident, I would have assumed customer experience would have been paramount to the brand. I have used their services a number of times and after this experience will certainly not be using or recommending it to my network ever again. This incident is what we term a 'moment of truth' in customer experience, an opportunity for the brand to turn around a dismal experience into one that may have earned them a lifetime customer and sadly, the opportunity was missed, rather opting to mask the brands failure with some policy. Needless to say, what I signed up for (the brand promise) was not delivered, infact far from it. I trust someone will take my feedback seriously for future customers, as for this customer (and her network), the opportunity has been missed. Ex-SweepSouth Customer