WT
Wiebke T
1 reviews | Active since Aug 2013
03 Jan 2020, 09:56
Unreliable, poor communication
Booked a cleaner, changed last minute and the replacement cleaner never appears and is uncontactable. Disappointing experiences, no responsibility or reachable point of contact from the company.
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Replies (1)
SweepSouth's replyOfficial
03 Jan 2020, 14:23Hello there,
Thank you for your review. Your experience is quite disappointing to read and we are terribly sorry that we were unable to live up to the promise of providing a reliable and convenient service in this regard.
SweepStars are independent contractors who have full control over their own schedules and where they would like to work. The convenience of our platform is that when your SweepStar requests time off, falls ill or has a sudden emergency we'll automatically assign you another SweepStar to ensure that you are provided with cleaning on the day.
However, clients receive an email informing them of this change and in the case of a replacement SweepStar for the same day, our Support Team will reach out providing further assistance. Thus, we are deeply sorry that you were not better supported through this and provided with the necessary information and guidance needed.
Furthermore, SweepStars on our Platform are required to be reliable, making use of their app to plan ahead to limit such inconveniences to clients. Kindly note that to monitor SweepStar reliability and keep such incidents at a minimum, we have a system that records incidents. SweepStars receive incidents against booking such as late cancellation of a booking, same-day cancellation of a booking, etc. These are then tracked and monitored via an automated system. The system then notifies SweepStars when certain thresholds are hit, providing them with an opportunity to improve. Kindly note that unreliable SweepStars who are unable to improve their services eventually get removed from the platform.
We will be sharing your feedback with the relevant teams to look into and address to ensure the best support is always being provided to clients. We realize we let you down in communicating with you the steps moving forward when your SweepStar was unavailable and we will ensure we address this with the relevant teams. We have also gone ahead and shared this with our Support Team who will be reaching out to you with further assistance.
Thank you once again for taking the time to share your feedback, despite your poor experience and we sincerely apologise once again for the disappointing experience received.
SweepSouth
Thank you for your review. Your experience is quite disappointing to read and we are terribly sorry that we were unable to live up to the promise of providing a reliable and convenient service in this regard.
SweepStars are independent contractors who have full control over their own schedules and where they would like to work. The convenience of our platform is that when your SweepStar requests time off, falls ill or has a sudden emergency we'll automatically assign you another SweepStar to ensure that you are provided with cleaning on the day.
However, clients receive an email informing them of this change and in the case of a replacement SweepStar for the same day, our Support Team will reach out providing further assistance. Thus, we are deeply sorry that you were not better supported through this and provided with the necessary information and guidance needed.
Furthermore, SweepStars on our Platform are required to be reliable, making use of their app to plan ahead to limit such inconveniences to clients. Kindly note that to monitor SweepStar reliability and keep such incidents at a minimum, we have a system that records incidents. SweepStars receive incidents against booking such as late cancellation of a booking, same-day cancellation of a booking, etc. These are then tracked and monitored via an automated system. The system then notifies SweepStars when certain thresholds are hit, providing them with an opportunity to improve. Kindly note that unreliable SweepStars who are unable to improve their services eventually get removed from the platform.
We will be sharing your feedback with the relevant teams to look into and address to ensure the best support is always being provided to clients. We realize we let you down in communicating with you the steps moving forward when your SweepStar was unavailable and we will ensure we address this with the relevant teams. We have also gone ahead and shared this with our Support Team who will be reaching out to you with further assistance.
Thank you once again for taking the time to share your feedback, despite your poor experience and we sincerely apologise once again for the disappointing experience received.
SweepSouth
Best regards,
SweepSouth's reply03 Jan 2020, 14:23
Official
Hello there,
Thank you for your review. Your experience is quite disappointing to read and we are terribly sorry that we were unable to live up to the promise of providing a reliable and convenient service in this regard.
SweepStars are independent contractors who have full control over their own schedules and where they would like to work. The convenience of our platform is that when your SweepStar requests time off, falls ill or has a sudden emergency we'll automatically assign you another SweepStar to ensure that you are provided with cleaning on the day.
However, clients receive an email informing them of this change and in the case of a replacement SweepStar for the same day, our Support Team will reach out providing further assistance. Thus, we are deeply sorry that you were not better supported through this and provided with the necessary information and guidance needed.
Furthermore, SweepStars on our Platform are required to be reliable, making use of their app to plan ahead to limit such inconveniences to clients. Kindly note that to monitor SweepStar reliability and keep such incidents at a minimum, we have a system that records incidents. SweepStars receive incidents against booking such as late cancellation of a booking, same-day cancellation of a booking, etc. These are then tracked and monitored via an automated system. The system then notifies SweepStars when certain thresholds are hit, providing them with an opportunity to improve. Kindly note that unreliable SweepStars who are unable to improve their services eventually get removed from the platform.
We will be sharing your feedback with the relevant teams to look into and address to ensure the best support is always being provided to clients. We realize we let you down in communicating with you the steps moving forward when your SweepStar was unavailable and we will ensure we address this with the relevant teams. We have also gone ahead and shared this with our Support Team who will be reaching out to you with further assistance.
Thank you once again for taking the time to share your feedback, despite your poor experience and we sincerely apologise once again for the disappointing experience received.
SweepSouth
Thank you for your review. Your experience is quite disappointing to read and we are terribly sorry that we were unable to live up to the promise of providing a reliable and convenient service in this regard.
SweepStars are independent contractors who have full control over their own schedules and where they would like to work. The convenience of our platform is that when your SweepStar requests time off, falls ill or has a sudden emergency we'll automatically assign you another SweepStar to ensure that you are provided with cleaning on the day.
However, clients receive an email informing them of this change and in the case of a replacement SweepStar for the same day, our Support Team will reach out providing further assistance. Thus, we are deeply sorry that you were not better supported through this and provided with the necessary information and guidance needed.
Furthermore, SweepStars on our Platform are required to be reliable, making use of their app to plan ahead to limit such inconveniences to clients. Kindly note that to monitor SweepStar reliability and keep such incidents at a minimum, we have a system that records incidents. SweepStars receive incidents against booking such as late cancellation of a booking, same-day cancellation of a booking, etc. These are then tracked and monitored via an automated system. The system then notifies SweepStars when certain thresholds are hit, providing them with an opportunity to improve. Kindly note that unreliable SweepStars who are unable to improve their services eventually get removed from the platform.
We will be sharing your feedback with the relevant teams to look into and address to ensure the best support is always being provided to clients. We realize we let you down in communicating with you the steps moving forward when your SweepStar was unavailable and we will ensure we address this with the relevant teams. We have also gone ahead and shared this with our Support Team who will be reaching out to you with further assistance.
Thank you once again for taking the time to share your feedback, despite your poor experience and we sincerely apologise once again for the disappointing experience received.
SweepSouth
Best regards,