I booked a one-off professional clean (3 hours at £23/hour) because I have a baby with a dust allergy. I provided clear instructions, suitable products, paid upfront, and even left a tip.
Unfortunately, the standard of cleaning was extremely poor. Basic areas were missed, including visible dust on surfaces, the coffee table not being cleaned at all, and a dirty bin lid. I had to clean again myself after the cleaner left. Having to clean after a cleaner is unacceptable and defeats the purpose of booking a professional service.
When I raised the issue with photos and video evidence, the company initially accepted that areas were missed and offered a one-hour refund as a goodwill gesture. However, this offer was later withdrawn, and I received an unprofessional and dismissive email blaming the outcome on the number of hours booked.
I was told that I "had not booked enough hours", despite the fact that:
* The company accepted the 3-hour booking and took payment upfront
* No concerns were raised during the service
* Regardless of hours booked, at least basic cleaning of visible surfaces should be completed properly
This is not about £23 or £46. It is about delivering the service that was promised and paid for. Even if fewer hours are booked, it is not acceptable to leave obvious areas untouched and then justify it afterwards by arguing time allocation.
The way this complaint was handled -- including withdrawing a previously offered refund after admitting fault and shifting blame onto the customer -- was unprofessional and disappointing.
Based on my experience, I would not recommend this company, particularly to families or anyone with health or allergy concerns. read more