Urban Company: Home Services

I purchased a 6 session massage services. Based on my experience, I recommend booking services with another company. For this reasons: 1. Professionals are not reliable in appointment time. At least twice, I have been contacted by the professionals (past the session start time) to let me know that i need to cancel and that they are unable to attend. 2. When you cancel ( as I did- based of the professional request), the sessions will be charged and to rebook, you will be charged the amount of a full session- instead !! 3. To go through customer service is another hassle, totally a waste of time! Their system is not functional as they can’t track all the transactions made. They asked me to provide a proof of payment, which I did. But still, they called back to let me know that payment was not made! 4. Professional behavior is questionable. As once, the professional called (10 minutes before session start time) to ask me to cancel as she can’t come as her husband is under going a surgery. I understand that. However, two hours after, she called me to let me know that she is by the door!! I was surprised, I told her that we spoke prior and that she said she couldn’t come due to a surgery to her husband, she then realized she was talking to the wrong customer and hanged up the call !! Total manipulation!!

Booked a service for my elder in laws and placed their address as their location of service. The stylist reached another address which had nothing to do with the booking, but the booking confirmation showing on the app showed the correct address I had entered. Then, the “booking professional”calls me and gives me “homework” (please cancel both the bookings, change profile, delete this and add that, etc. etc.) The booking professional said that if you have more than one address in your profile, the booking shows all or if gps location is on while scheduling the booking, the app picks up your location and adds it in addition to the address you list for service and not just the address where the customer has placed a booking for service. She said “Technical Glitch hai maam”. A mumbling customer care Rep called after and said “we provide the best service” and “Listen”. Zero clue of good service. Then I receive a WhatsApp message to ask if my issue was resolved. NO, it was not. Customer care just canceled both appointments and promised to refund. In laws waited for a service that they did not receive. Broken app to add and manage addresses, broken customer service, broken process for resolution. Resolution is to make customers happy by providing service as stated on time. A good resolution would have looked like this: Apologize for the terrible inconvenience, re-schedule the two appointments and have a stylist rush to the location within the next 2-3 hours max. Urban Company simply missed the ball by thinking 2calls which result in a refund is satisfactory service- Not so. HORRIBLE SERVICE AND ALL TYPES OF MISTAKES. SKIP AND DONT BOTHER WITH URBAN COMPANY AT ALL. I could not be more irate, more shocked, more disappointed that during a work day I am having to clean up their mess!!!