Smellmycheese's Blog

Leeds Domestic Cleaning: a cautionary tale

Posted on: April 26, 2012

So this blog post is basically just my chance to get it out there that Leeds Domestic Cleaning, trading under Design Market, is shoddy as hell and the manager, a Simon M Macbeth, has a hell of a lot to learn about customer service and social media. It’s not a fun read, barely even interesting, but hopefully it will mean that when people are looking for a cleaning company in Leeds, or if they Google Leeds Domestic Cleaning, they’ll have the benefit of my warning.

(The repetition of ‘Leeds Domestic Cleaning’ and ‘cleaning company in Leeds’ is for SEO purposes.)

And Simon M Macbeth, if you’re reading, this could all have been avoided had you simply rearranged my appointment without me having to chase you, not deleted my posts from your Facebook wall and blocked me from posting further and dealt with me in a courteous and friendly manner. You really know how to rub people up the wrong way, as demonstrated by a fellow disgruntled customer on Ripoff Report. Ever heard the phrase ‘the customer is always right’? Perhaps you should heed it.

And, before the inevitable smartarse comments about doing my own cleaning start, I have never paid for a cleaning service before in my life and I doubt I ever will again now! I took up this offer because it seemed like a great deal. How wrong I was.

Read on for my cautionary tale about this cleaning company in Leeds:

I paid for an oven clean online with KGB Deals  and then upgraded to also receive a fridge freezer clean when I booked the appointment with Leeds Domestic Cleaning, trading under Design Market. Google them if you like; I don’t want to give their website any inbound links.

The cleaner failed to turn up. I was in waiting at the time of the appointment and for several hours afterwards. My intercom works and there is no reason I would not have heard it.

I called later that day explaining no one had turned up and sent a message via the Leeds Domestic Cleaning website’s contact form.

I received a response from Leeds Domestic Cleaning manager Simon M Macbeth later that day and the correspondence proceeded as below:

Subject: KGB Oven
Date: Sat, 21 Apr 2012 14:17:03 +0100

Hi Leah
 
Paulina arrived this morning and waited around 25 mins after there was no reply on the intercom

Many Thanks

Simon M. Macbeth
Clients Manager
Leeds Domestic Cleaning

___

Subject: RE: KGB Oven
Date: Sun, 22 Apr 2012 07:58:23 +0000

I can assure you that did not happen. I was up from 9am and in waiting all morning. Why would I make this up? I would have heard the intercom so I can only think she’s gone to XXX East, XXX North or XXX South rather than XXX West. 
This really isn’t a satisfactory response and I would like my money back. Please call me on XXX
Thank you,
Leah 

___

Subject: RE: KGB Oven
Date: Mon, 23 Apr 2012 08:29:48 +0100

Hello Leah,
 
Nobody is saying that you have made up anything – Im sorry that it seemed that way to you.
 
If you like I will email over to you a photo of your front door to show you we was there.  Paulina is due in our office on Tuesday so I will have access to it then.

Many Thanks

Simon M. Macbeth
Clients Manager
Leeds Domestic Cleaning

___

I then called Simon and he said he was not prepared to offer me a refund but that as a ‘goodwill gesture’ he would make another appointment for me. He said he would send me an email confirming this. I sent the following email after our phone conversation so I could have in writing what we agreed, and I also asked for the mystical photograph of my front door as promised:

Subject: RE: KGB Oven
Date: Mon, 23 Apr 2012 08:56:54 +0000

Hi Simon,
Further to our phone conversation, if you could confirm in writing for me that someone is coming round for the oven and fridge freezer clean at 1.30 on 12th May as already paid for, that would be great. 
Being based in Leeds, I wouldn’t imagine it would be too difficult to take a photo of my front door at any point, so it proves very little. However, please send me the photo anyway so I can ensure the cleaner goes to the correct address next time. Thank you. 
Please give the cleaner my number: XXX so that she can call if she struggles to find me again. 
Thank you,
Leah. 

___

Two days later, no email had arrived. I called Simon and he said that he had sent an email along with this supposed photograph of my front door. He didn’t know why I had not received it, but he would re-send it in 10-15 minutes.

Nothing had arrived the next day and so I tried to call Simon again. I was put through to voicemail and so left a message which I followed up with this email:

Hi Simon, 

I left you a voice mail this morning to the following effect:
Following our phone conversation yesterday (Wed) in which I told you I had not yet received the email confirmation of my new appointment or the photo of my front door which you said on Monday that you would send on Tuesday, you said you had sent the email and you did not understand why I had not received it. You said you would send it again in around 10-15 minutes. This was at around 12.30pm yesterday; I have still not received the email. 
I have checked my Junk mail folder, although I can’t imagine why there would now be a problem with me receiving your emails there has not been previously. 
If you can get back to me on the phone and in writing with the confirmation of the new appointment on the 12th May and the photo you offered to send me, that would be great. 
Thanks, Leah. 

___

Since this, I have had no reply from Simon and I have noticed I have been blocked from writing on the wall of Leeds Domestic Cleaning’s Facebook page, and a comment I posted there regarding the cleaner not turning up has been deleted.

The company I bought the voucher from (KGB Deals) has refunded me, but the extra service I paid for directly to Leeds Domestic Cleaning cannot be refunded through them so I will be going into the office in person to try and get this secondary refund back from Simon M Macbeth in person.

The ironic thing is that had Simon simply responded to my initial contact in a polite way offering to make another appointment for me, I would have been happy with this and would not have had a problem with Leeds Domestic Cleaning. As it is, I had to chase to even get this and I can only assume that because I have already paid, Simon is not bothered what happens next and is now choosing to totally ignore me.

I would advise that, if you are looking for a cleaning company in Leeds, you do not use Leeds Domestic Cleaning as the service is not only unreliable, the manager is rude, abrupt and has no grasp of how to deal with customer service issues.

Cautionary tale over.

12 Responses to "Leeds Domestic Cleaning: a cautionary tale"

That is ridiculous – and I’m glad you posted this so that anyone who Googles them will see it and be warned! If a company is not prepared to ensure that a job is completed, they should not be in business – and, I suspect, Leeds Domestic Cleaning will be out of business soon!

Well done for naming and shaming this company. They need to understand that bad service travels 10 times faster than good service. Would it be worth all you FB friends leaving a comment on your behalf on this company’s FB page….Anon of course not mentioning you directly, just to let him know that bad news is travelling very fast indeed.

Really good idea, thank you Jen!

Looks like your comment has been deleted from the Facebook page. The best bet is to write in the ‘recommendations’ section; he seems unable to delete those.

Unbelievably shoddy service, I’ll be sure to mention to everyone I know in Leeds that Leeds Domestic Cleaning, trading under Design Market should be avoided at all costs.

I’d now approach the Police if I were you. He has, effectively, defrauded you. Oh and the Trading Standards folk will be interested in this as well, so you could talk to them.

Well I have today had an email reply from ‘Mark Wang’ (I’d imagine this is simply Simon using a different name as no one else has ever answered when I’ve called, but I could be wrong):

I have checked and thus can confirm that you are already booked in on the 12th May 2012 at 13:30.

No mention of the phantom photo however!

Lots more updates on this to come in the form of another blog post (it gets worse) once I am less under the weather!

[...] About Leeds Domestic Cleaning: a cautionary tale [...]

Yes this company is so shoddy it defies belief..although I am totally disgusted at their attitude at my complaint,I am delighted that the emails from Simon or whatever he calls himself today are so amusing..not the brightest of men!

What was your experience Annabel? It seems there are quite a few of us. Look at Holly’s experience: https://www.facebook.com/permalink.php?story_fbid=422693701082146&id=342498495768334 Help us spread the word so others can be warned!

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