Nowthencleaners Reviews 4

Reply from Nowthencleaners

Mar 19, 2026

We’re sorry to hear you were unhappy with your clean, Courtney.

We take all concerns seriously and carried out a full review of the issues raised, including the photographs provided.

The service booked was a deep clean carried out while the property was furnished. This differs from an empty property or move-out clean, where full access is available once furniture has been removed.

In relation to the points raised:
• The wardrobe door referenced was repaired shortly after the visit, which meant it was not possible for us to inspect its condition
• The other damage concerns (including the hob and wall marks) could not be clearly attributed to our visit based on the information available
• The remaining points related to minor cleaning detail rather than damage

We asked for further information to support the damage claims, however this was not received.

As a gesture of goodwill, we offered a £20 refund to reflect the small areas that could have been improved. This was declined.

We have responded following a full and careful review of the information provided.

NowThen Cleaners

Reply from Nowthencleaners

Aug 19, 2023

We’re really sorry to hear of your experience. It’s not situation that has ever previously occurred. We’ve looked into this and identified the factors that led to this situation.

The cleaner was left inside the property without a key. When the cleaner asked you for a key as a precaution they were told that it wasn’t necessary as it was a secure area, and you swapped numbers.

Due to the condition of the property additional help was required, however after 6 hours of cleaning work the cleaners mobile phone battery had run flat. The cleaner had to drive to meet a colleague (who was finishing another job locally) to explain and bring them across to help.

Shortly after the cleaner left to get a colleague, you came back briefly to find the house was empty. You spoke to our head office to explain and said you would leave it unlocked, and that the neighbour had a key.

Meanwhile our team were attempting to reach the cleaner’s mobile, however as her battery had died we were unable to reach her.

20 mins after you had spoken to our office, a manager called you back as the office had closed for the day. We explained we were trying to reach the cleaner but her phone appeared off/battery flat. We advised to lock the property and offered to send a supervisor team the next morning to complete the job. You said that was fine with you, as long as it was cleaned by Friday. You told us you could get your neighbour to lock up.

Half an hour later the cleaners had returned to the property, which was unlocked. They completed the job and tried to call you but couldn’t get through, so a text message was sent letting you know the job was complete.

With dozens of trinkets and ornaments heavy with dust, which were cleaned with fine brushes, there was a lot to get through in this property - and our before and after photographs indicate that a great job was done.

The inside windows were dressed with nets thickly matted with pet hair, which made cleaning the inside windows particularly challenging, however our team did get these done.

Apart from comments within your review, our office has not been contacted to be made aware of dissatisfaction with any of the cleaning standards. As per our Satisfaction Guarantee, we are more than happy to send a supervisor to address any cleaning tasks that haven’t been completed sufficiently. All we ask is for accompanying photographs, and for the office to be contacted so that we can be made aware and arrange for this to be addressed promptly.

Reply from Nowthencleaners

Aug 30, 2019

Dear Paula,

Thank you for your review.

Two members of our company arrived at your time of booking, you could have left at this point, further team members were joining later, due to crossing Sheffield at rush hour. You decided to wait for everyone to arrive.

The team that carried out your cleaning have been with us for 4 years, and regularly get great feedback, and this is the first complaint that has been received for them over a period of 4 years. We investigated and offered to return as per our terms and conditions, which you refused. As a small local business we always like to return straight away on the rare occasion a customer is not happy, which forms our satisfaction guarantee.

With the return visit refused, we offered a partial refund to cover the time required to complete any missed tasks, which is the only thing we can do in this event when the return visit was refused. The decorator was there when the clean went ahead, so this wouldn't have been a problem for a return visit last week.

I'm afraid based on our email trail and the conversations you have had with Faye, Connor and our cleaning teams it has been quite the contrary to your assertion of being easy going, you were unreasonable in dealing with us, making full refund requests. You also spoke to our staff in a very unprofessional manner, you repeatedly used the words 'you people', when referencing our hard working team members.

There was a constant threat of damaging our online reputation in your search for a unreasonable refund and you threatened legal action.

A lot of cost, time, skill and effort went into your clean, and we in the office have done the best to help you. There has been no appreciation of the hard work that has gone into your property, and the efforts we have gone to for you. We completed the deep clean checklist and also have lots of photos documenting that the job was completed to a high standard. The items you raised that weren't cleaned, were not on the cleaning checklist that you booked.

Despite the above we endeavoured to sort your complaint as amicably as possible.

You accepted the partial refund on June 24th 2019, and have left us this review on 19th August 2019.

Kindest regards
Hugo