Mopp Bewertungen 251

My first experience with Mopp was very impressive my second was ok so I have booked a third to see!

I have used Mopp 4 times now and they are great, it works well for me as I need a cleaner on a very irregular basis so the one off option is perfect. I have been able to talk to them on the phone and they have been excellent in sorting out any problems.

My first experience of using mopp has been very disappointing. The cleaner Turned up 20 minutes late. She was originally booked for 3 hours, I was called by the office to say this was not enough time for her to do a thorough clean and needed another hour. Very poor finish,within that four hours the bathroom had not been hoovered, or moped and the shower had not even been cleaned, nor had any dusting been done. Unsatisfactory!

My husband was at home but on the phone when liana left After 1h10 instead of 2h. It's the 3rd time she's coming, the 2 first times she was late (1h and then 30min). My trust level is down now and liana will be cleaning while we will be away for the next times so I will have no control over the time she will be really doing

A very easy and efficient process from start to I finish. The cleaner was on time and hard working. Wouldn't hesitate to use again.

Wonderful service, brilliant reliable cleaners. Would recommend.

Great service. The cleaner arrived on time and asked what the requirements were almost instantaneously. Made my place look spick and span.

Yanka always does a thorough job and if there are any areas I want her to focus on I leave a note and it is always done.

Everything was great except that the cleaner lost a part of my keychain, and that part had a lot of sentimental value as it was a gift. Not a huge deal but could have been easily avoided, apart from that I was v happy.

So I found Mopp online and it said the serviced the Guildford area, so then I booked a cleaner around a month in advance to clean my house. They then took the money at the time of the booking as it was for a one off clean, which was fine. Then about 2 days before the clean was due to happen I was contacted and they said they don't service my area and they won't be coming over to clean which was really annoying as I now didn't have a cleaner for the time I needed one and couldn't arrange one that quickly. It then took about a week for me to get my refund and what's really annoying is I look for a cleaner in Guildford and they are still advertising online that they service this area which is a bit crap really as it should be a really good service but it was just irritating.

Made my first booking for a clean this weekend with Mopp. 12 hours before the clean they call me and tell me that they do not have a cleaner available despite the booking being confirmed 3 days before the call. Since the booking was on Saturday I told them I can only do the weekend due to my work and they basically said 'tough luck' we will refund your money. i told them they were ruining my Saturday by calling me on a friday evening as I had planned around this clean and they should offer me a discount on a future clean. the manager was arrogant and I did not even get an apology, forget a discount. horrible customer service! if you have a trusted cleaner or are willing to take a contract out there are better options out there. for those like me who want one off cleans there aren't that many options so less to choose from. All in all a less than ideal experience. I had refrained from posting this review until they sent me an email asking me to comment on my experience. what a joke!

Mopp is not fit for purpose. There are fundamentally broken parts of the business which are really hurting its very obvious potential. On three separate occasions, with three different cleaners, they either haven't turned up at all or have had to be cancelled due to being 45+ minutes late.

The crux of the problem is Mopp owning the communication/relationship of the cleaner. Today's, who failed to show, could have texted or phoned me to tell me they were going to be late. Instead, I spoke to Mopp, twice, and after three-quarters-of-an-hour, told them I couldn't wait any longer. Why wasn't I told, by text/email/phone, of the late arrival? Arm your cleaners with phones (I'm sure they have them anyway), and as part of their contract insist on a) tracking their location and b) sending a message to HQ when they're sure they're going to be 5 mins late, and offer an ETA. How difficult is that?

It's a shame for the cleaners, all of whom must be reliant on regular work, and a pity that Mopp is simply not ready for public use.

So many issues with this company how they manage to stay in business i do not know. Cleaners not showing up, customer service don't know their left from the right, the cleaners that have shown up have been been teenagers who just don't know how to do a thorough clean. One young girl damped the mop under the tap in the bath never using the bucket provided and proceeded to mop the entire house with it, not rinsing it between rooms. AVOID if you want to AVOID a headache

Being able to pay online makes all the difference rather than having to remember to take cash out! Cleaner is helpful friendly and does a good job. Very happy with the service.

Total waste of time. They are easy to book and so we really wanted them to be good as very convenient. However three times in a row we booked them, and three times in a row they did not show up. We spoke with them and there was no confusion or complications about the face that we had a booking... the cleaners just didn't show! They apologised and refunded of course but one no show is not ideal... three is just silly!
Just to clarify so that they know who we are this is the Russell Road booking, booked by Henry.

Our cleaner did a magnificent job. I would strongly recommend Mopp's services to my friends.

Although I have booked a cleaner 3 weeks ago I haven't had the pleasure of one actually cleaning my house.

1. first week - I booked a cleaner for 7:30 pm on Thursday. The cleaner was on time but didn't even start the job as unfortunately she was allergic against cats and I have two cats. So she left right away.
At no point I actually have been asked by Mopp whether I have any pets in my household although I believe that for health and safety reasons this is a crucial fact for the agency to know. I couldn't get hold of anyone at Mopp anymore as their offices are closed after 06:00pm. So I ended up cleaning the house myself. The following day I was told that they used to ask about pets in customer's households but don't do this anymore for unknown reasons.

2. second week. I scheduled a new cleaner for my house. This time it was a no show. After waiting for more than one hour I realized the cleaner wont be coming anymore. Mopp's office obviously was closed so I cleaned myself again. On the following day it turned out that the cleaner had problems finding my address. She didn't have my telephone number so she wasn't able to call me asking for help and obviously Mopp's office was closed too so she went home. After enquiring as why the cleaners aren't given telephone details of the customer especially when the office is closed I was told that they simply don't do this. So one starts to wonder how Mopp thinks to be able to ensure the quality of their customer service if something goes wrong after their office is closed and the cleaner or the customer is stuck.
Also I was told that the cleaner didn't have the full address. The last letter of the name of my road was missing so she was unable to match the post code with the road name on Google. This is funny as if you enter the post code the only road name that comes up is my street and even if there is the last letter of the name missing it is still obvious that this is the road on my profile! I asked for a 50% discount on my next job because this was the second week I booked a cleaner and something went wrong again because of their MISMANAGEMENT. Mopp declined saying that they only can offer me 20% discount as max. Comparing to other companies eg. Bizzby this is a joke but ok, I rescheduled the same cleaner for the following week as I actually just want someone helping me with the house.

3. third week. Yesterday I received a call from the cleaner of last week (she has my number now!!) asking me whether she can clean already on the same evening instead of the following day (as scheduled for one week). She had plans now and couldn't do it anymore. Unfortunately this was way too short notice for me so I told her that this wont work for me because I have plans myself. I called Mopp being surprised that a, the cleaner contacts me directly in regards to scheduling the date / time of the cleaning although she has never even started a job at mine and b, that something new is going wrong again.
I was told that they will look into this. Later I received a call saying that they found a cleaner who lives right in my area and who is able to clean my house on the following day as agreed but only at 07:30pm. Although this is really late for me I confirmed being glad that at least I seem to have finally a cleaner.
Unfortunately that was too good to be true. Later in the day at 07:30 pm the cleaner showed up on my doorstep saying that the agency told her to come by on the same day and NOT on the following day. I had to send her away because I had plans. I asked her whether she can come as agreed on the following day, she was clearly disappointed saying that she works part time and she would prefer to pop by during the day which obviously doesn't work for me because I am working myself. I called Mopp. No one was aware of the new arrangement however they confirmed the time, the fact the cleaner has my telephone number and that I get the 20% discount if the job goes ahead. So lets see whether I finally have a cleaner tonight or whether something else will be surprising me....
In any case I will be prepared to clean myself --- again...

We urge anyone seeking to use Mopp to stay away. We sought the assistance of Mopp at the beginning of July. Our first clean was great however we quickly received an email to say our cleaner had left and we would be given a replacement cleaner. From here the problems began. The 2nd cleaner barely cleaned a thing. You could not notice anyone had been and further she hoovered up our iPhone charger. We complained to Mopp who were less than helpful. Our 3rd clean came and it was cancelled the evening before they were due. Despite cancelling our clean, they still billed us! Please stay away from this company. Awful awful customer service.

From start to finish I was hugely impressed with Mopp. Not only did they leave my flat in top condition, they are also very easy to deal with and I felt happy to leave my flat in their capable hands. Very convenient for those last minute emergencies but think I will now also use them as my weekly cleaners.

My experience with this company has been absolutely appalling and very much the complete opposite of what is advertised on their website.

Claim:
Finding Trusted Cleaners for You (Experienced & professional, Background & reference checked, English speaking, Interviewed in-person, Highly rated by other Mopp customers)
Reality:
The first cleaner they sent didn't speak very good English, hadn't done any work for Mopp before, and didn't seem to have cleaning experience.
My second cleaner has gone AWOL with my keys (not particularly professional!)

Claim:
Same cleaner every time
Reality:
When I found a cleaner that was half decent I asked for her to be our regular cleaner, but one more than one occassion had to call to find out why they had booked a different cleaner

Claim:
Superior customer service
Reality:
When my regular cleaner didn't turn up the first time, I was told they would find out why and someone would get back to me. Two weeks passed as did the next cleaning date when the cleaner didn't turn up again. Since then I've spoken to 3 different people who have told me they will find out what the problem is (which is a problem given she has my keys) and will come back to me. They didn't. On my last call with them I have been informed that they will call and message her and then their escalation will be to give me her number. That's it. They won't take any further responsibility. Their customer service agent was at pains to point out they're very clear about their policy of not taking responsibility for keys, which they can't do due to the volume of bookings that they have (and one has to assume the fact that this clearly isn't the first time this has happened).

Save yourself a lot of aggro and use another company.


Re Mopp's comments:

1. I'm not sure how more customer service agents is going to help the fact that you're cleaners clearly aren't "trusted"
2. Interesting that you have enough customer service agents to respond to online reviews within 10 minutes, but not to actually resolve customer issues - says it all really.