Complaint Review: Leeds Domestic Cleaning

I paid for an oven clean online with a deals company and then upgraded to also receive a fridge freezer clean when I booked the appointment with Leeds Domestic Cleaning, trading under Design Market. 

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

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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 X, X or  X rather than X. 
This really isn't a satisfactory response and I would like my money back. Please call me on ***
Thank you,
Leah 

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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

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I then called Simon and he refused me a refund but said 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 this 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 **** so that she can call if she struggles to find me again. 
Thank youLeah. 

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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. 

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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 have 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 in person. 

Another report on here details Simon's complete lack of any sort of customer service and rude, abrupt manner when it comes to dealing with customers, and I can one hundred per cent back this up. 

The ironic thing is that had Simon simply responded to my initial contact by saying he would 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 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 nobody use Leeds Domestic Cleaning as they are not only unreliable, the manager is rude, abrupt and has no grasp of how to deal with customer service issues.