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Urban Company — Sofa cleaning and carpet ruined

We had utilised the sofa cleaning services from Urban company on 2nd July 12 pm. Please not the below on the services booked:

1. Partner arrived 1.5 hours late.
2. The schedule service of 2 hours was completed in 1 hour 20 mins.
3. The shampoo was still very much on the sofa and carpet which was highlighted to the partner.(refer image)
4. The partner claimed I have done my job-“ this is how it happens the sofa absorbs the shampoo” (didn’t know how to argue with this logic - especially since it’s not our first time utilising these services)
5. The partner packed up- didn’t listen to us - says do what you want I’ll do what I have to and the unpleasant exchange ended with him forming out.
6. We reach out to the customer service to report dissatisfaction only to be suggested that- a. Same partner visits or b. The amount of INR 550 be refunded ( an upgrade from the initial suggestion of INR450- lucky us )

I attached screenshots from a conversation with Mr.Mayank- where I repeatedly requested a different partner to help mitigate - because obviously we didn’t feel safe with the initial partner and didn’t trust his job. We were continually suggested to go ahead with that option only leaving us with a ruined sofa.

Writing this to receive fair services for the payment provided but by a partner that we are comfortable with.
+2 photos
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Urban Company customer support has been notified about the posted complaint.
Verified Support
Jul 05, 2022
Urban Company Customer Care's response
Hi Swaati,

We have escalated your request to the concerned team, we will strive toward resolving it at the earliest. Please bear with us.

Regards,
Team Urban Company
Jul 05, 2022
Updated by swaatis
There have been over 15 customer care executives assigned to my issue along with about 5-7 eventually calling in 48 hours without any solution.
Jul 06, 2022
Updated by swaatis
There is no update on this - even the app chat has been closed without resolution.
This truly is customer harassment at its peak.
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