Summary: poor communication and up-front customer service, but a (surprisingly) good cleaning service provided. However, the mess left by the cleaner was unprofessional, which means that I would not be inclined to use this service again, in spite of the good job done on the appliances.
The detailI bought a Living Social voucher for an oven/hob/grill/extractor fan deep clean from Mama's Help and, after some communication issues, was finally able to redeem the voucher today.If I had read the reviews on this and other sites beforehand, I probably would have not bought the voucher in the first place. As it happens, I only checked it out afterwards and was quite apprehensive about what kind of service I would receive. The start did not bode well: I was not impressed by the initial customer service when I contacted them to arrange a date and time for the cleaning. The email response time was pretty efficient at first (about 3-4 weeks ago). However, the replies became increasingly delayed, and I had to call Living Social to complain about the 2 week silence. On a side-note, Living Social's customer service is hardly ideal, either: every time I've called, I've had to wait at least 10 minutes to speak to somebody. I finally spoke to somebody helpful, who escalated the matter to their customer services.I was contacted by Faith (the owner) on Monday (Living Social had given her a call), and we finally agreed a date and time. The appointment was meant to start at 10.30am today, but the cleaner called me to tell me she would be late. She eventually arrived at 11.20am, which was not ideal as it was late, but at least she kept me updated.I had resigned myself to a pretty poor service, given the awful reviews I've read, but was surprised at the reality. It was meant to be a 1 hour service, but the cleaner took 3 hours to clean the oven, hob etc (not sure what that meant for her next appointment). To be fair, the appliances were absolutely filthy (hence me buying the voucher), and so credit to her for persisting and doing a good job. The oven and grill were sparkling, the extractor was very clean, and the hob was pretty good, and I appreciate the hard work she did. The cleaner was quiet, pleasant and polite, and brought her own cleaning materials, asking only asked for bin bags, which I provided.Now the downside. Although the hob, oven etc. were left clean, the rest of the kitchen was left in a bit of a mess. In particular: 1) The floor was filthy from the cleaning, and although the cleaner made an attempt at cleaning up afterwards, she left the cleaning cloth in the middle of the floor, and not all the dirt had been cleaned up. I had to re-clean the floor myself, and wipe up the excess water. 2) The sink was a little slow anyway, but due to all the gunk she poured down it (grease from the hob etc), it was blocked completely, and there was an inexplicable puddle of water on the floor near the sink and in the cupboard under the sink. There was no leak there where did that water come from?3) The surrounding worktop and dishes were left mucky from the cleaning, and the cleaner had helped herself to a couple of scouring sponges to assist with the cleaning, and also used some other kitchen utensils for the cleaning (a vegetable scrubber which I've had to throw away, and a kitchen knife). I would appreciate being asked before you help yourself to items in my cupboards to do the cleaning. Needless to say, I had to wash those, too.As much as I was pleased with the cleaning service, I was not happy about having to spend another 30 minutes cleaning up after the cleaner, which seems quite ironic. It's not a hassle I would be willing to put up with again. As a final touch to the experience, I received a call later that evening from the cleaner asking me if I had called her boss. When I asked her to repeat herself (note: all of the staff I spoke to have poor/heavily accented English, which adds to the communication challenge), she said that somebody had called her boss telling her she had not turned up for their appointment. That might have been the poor customer who was meant to be her afternoon appointment. I said no, it wasn't me, and hung up. It was not professional, which appears to be a repeated challenge for this company. So thanks for the clean, Mama's Help, and I'm glad I went for the morning appointment otherwise I might not have seen you at all today, but I probably won't use your service again.
Sigh. I honestly don't know why I've persevered with Groupon, but Mama's Help were the last straw. If they were my mama, I would not want their help.
I bought a post-tenancy deep clean for £32. The offer stated this would be two people coming to clean for two hours. When I called Mama's Help, they carefully said that this actually meant two people coming for one hour each which is a completely misguiding detail and which I would not have ordered. Two people cleaning for two hours is not the same as two people cleaning for one hour.
2) When I had to reschedule their visit, I was offered Thursday at 4pm. I duly left work in the middle of the afternoon to go and let them into the flat, only for them not to turn up. I rang Mama's Help, who said that I wasn't in the system. I beg to disagree: if I hadn't booked it, I wouldn't be out of work at 4pm.
Not impressed at all, not by their system and definitely not by their incredibly squirmy attitude to the English language. A refund has duly been requested.
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