Urban Company

Dear Urban Company Team,
As you know you have charged me twice for 1 service which I took last Sunday (Sep 17 2023) morning. I called immediately my bank asking why did you charge me twice, my bank informed me that Urban Company charged twice and my bank cannot refund unless Urban company declines one of the payment.

After getting the information from my bank, i called your team asking why did you charge twice and i even requested to decline one of the payment so that my bank can refund. Your team also said that the refund has will be initiated and within 7 days I will be getting my funds in the source bank account from which I have made the payment. All these happened last Sunday (Sep 17 2023)
Now that i have patiently waited for your teams advice which is 7 days, i checked my bank where there was no refund and felt so bad that i have been cheated by URBAN COMPANY by charging twice. I was chatting with your customer care and they are so casual and was chatting with me as if nothing serious happened.

The person who was chatting was Natasha Chauhan. As the chat was not in a professional manner i escalated the issue in X platform where someone named Danish (+971 * *** ****) called me and after understanding the whole scenario they are saying very easily that the refund was not even initiated and this was the place where i became so pissed off and asked him to escalate the issue to the senior management of Urban Company and to my surprise some one by the name Saurabh Saini called me saying that he is from the escalations team of Senior Management. (For your information I did not believe this). Saurabh was so casually saying me that we are initiating the refund today and was asking me to wait for another 7 to 10 days.

This is very bad, i was not even accepting as i was not convinced in what he was saying. He asked me for some time and he called me back saying that refund is initiated and when i said if refund is initiated tomorrow being the first working day i should be getting the refund tomorrow and i also asked him to share the TT copy for me to verify that the refund has been initiated.
To my surprise, Saurabh said initiated means - he has initiated via email and he cannot ensure that I will be getting the TT copy today. Then he told me that the concerned team does not work today and they start the work only tomorrow (Sep 25 2023) by 10AM and mine is on priority. If my refund is on priority then i should be getting the TT Copy as proof from Urban Company tomorrow (Sep 25 2023) before 10:30AM, Saurabh was saying that also he cannot ensure.

Saurabh claiming that he is from escalations team of Senior Management what else he can ensure if not a simple thing.
Then what does PRIORITY means to Urban Company. being one of the regular customer of Urban Company - the way I was treated by your team was totally unacceptable and very bad. Also note that I have been treated very badly with very high negligence by your team which made me to decide not to use URBAN COMPANY hereafter. I was recommending your company to my colleagues and friends as well as my relatives, i will now share this issue and will ask them also to be careful in using Urban Company as well I have also decided not to use your services again.
Enclosed the way how UC support was chatting with me!

The worst customer service ever!!!
PS:
What I still cannot understand is that when Urban Company received payment twice from me, what were they doing until as a customer I called after 7 days (which was the time period promised by UC team for refunding) saying that it was not refunded. If i have not called you would have taken my money!

- WOW!!!
UC made me to also think that UC is running operations using my money
What a scam you people are doing, charging twice and taking 7 to 10 days for refunding - if you have received the money twice, you should have immediately called the customer and initiated the return and if it was from Monday to Saturday, hardly it will take 2 working days for completing the refund. Just staying quiet and waiting for your customer to call you and making the customer beg for the customers money - wow what strategy UC is following.

Dear Urban Company Team, As you know you have charged me twice for 1 service which I took last Sunday (Sep 17 2023) morning. I called immediately my bank asking why did you charge me twice, my bank informed me that Urban Company charged twice and my bank cannot refund unless Urban company declines one of the payment.

After getting the information from my bank, i called your team asking why did you charge twice and i even requested to decline one of the payment so that my bank can refund. Your team also said that the refund has will be initiated and within 7 days I will be getting my funds in the source bank account from which I have made the payment. All these happened last Sunday (Sep 17 2023) Now that i have patiently waited for your teams advice which is 7 days, i checked my bank where there was no refund and felt so bad that i have been cheated by URBAN COMPANY by charging twice. I was chatting with your customer care and they are so casual and was chatting with me as if nothing serious happened.

The person who was chatting was Natasha Chauhan. As the chat was not in a professional manner i escalated the issue in X platform where someone named Danish (+971 * *** ****) called me and after understanding the whole scenario they are saying very easily that the refund was not even initiated and this was the place where i became so pissed off and asked him to escalate the issue to the senior management of Urban Company and to my surprise some one by the name Saurabh Saini called me saying that he is from the escalations team of Senior Management. (For your information I did not believe this). Saurabh was so casually saying me that we are initiating the refund today and was asking me to wait for another 7 to 10 days.

This is very bad, i was not even accepting as i was not convinced in what he was saying. He asked me for some time and he called me back saying that refund is initiated and when i said if refund is initiated tomorrow being the first working day i should be getting the refund tomorrow and i also asked him to share the TT copy for me to verify that the refund has been initiated. To my surprise, Saurabh said initiated means - he has initiated via email and he cannot ensure that I will be getting the TT copy today. Then he told me that the concerned team does not work today and they start the work only tomorrow (Sep 25 2023) by 10AM and mine is on priority.

If my refund is on priority then i should be getting the TT Copy as proof from Urban Company tomorrow (Sep 25 2023) before 10:30AM, Saurabh was saying that also he cannot ensure. Saurabh claiming that he is from escalations team of Senior Management what else he can ensure if not a simple thing. Then what does PRIORITY means to Urban Company. being one of the regular customer of Urban Company - the way I was treated by your team was totally unacceptable and very bad.

Also note that I have been treated very badly with very high negligence by your team which made me to decide not to use URBAN COMPANY hereafter. I was recommending your company to my colleagues and friends as well as my relatives, i will now share this issue and will ask them also to be careful in using Urban Company as well I have also decided not to use your services again. Enclosed the way how UC support was chatting with me! The worst customer service ever!!!

PS: What I still cannot understand is that when Urban Company received payment twice from me, what were they doing until as a customer I called after 7 days (which was the time period promised by UC team for refunding) saying that it was not refunded. If i have not called you would have taken my money! - WOW!!!

UC made me to also think that UC is running operations using my money What a scam you people are doing, charging twice and taking 7 to 10 days for refunding - if you have received the money twice, you should have immediately called the customer and initiated the return and if it was from Monday to Saturday, hardly it will take 2 working days for completing the refund. Just staying quiet and waiting for your customer to call you and making the customer beg for the customers money - wow what strategy UC is following.

Dear Urban Company Team,

As you know you have charged me twice for 1 service which I took last Sunday (Sep 17 2023) morning. I called immediately my bank asking why did you charge me twice, my bank informed me that Urban Company charged twice and my bank cannot refund unless Urban company declines one of the payment.

After getting the information from my bank, i called your team asking why did you charge twice and i even requested to decline one of the payment so that my bank can refund. Your team also said that the refund has will be initiated and within 7 days I will be getting my funds in the source bank account from which I have made the payment. All these happened last Sunday (Sep 17 2023)

Now that i have patiently waited for your teams advice which is 7 days, i checked my bank where there was no refund and felt so bad that i have been cheated by URBAN COMPANY by charging twice. I was chatting with your customer care and they are so casual and was chatting with me as if nothing serious happened.

The person who was chatting was Natasha Chauhan. As the chat was not in a professional manner i escalated the issue in X platform where someone named Danish (+971 * *** ****) called me and after understanding the whole scenario they are saying very easily that the refund was not even initiated and this was the place where i became so pissed off and asked him to escalate the issue to the senior management of Urban Company and to my surprise some one by the name Saurabh Saini called me saying that he is from the escalations team of Senior Management. (For your information I did not believe this). Saurabh was so casually saying me that we are initiating the refund today and was asking me to wait for another 7 to 10 days.

This is very bad, i was not even accepting as i was not convinced in what he was saying. He asked me for some time and he called me back saying that refund is initiated and when i said if refund is initiated tomorrow being the first working day i should be getting the refund tomorrow and i also asked him to share the TT copy for me to verify that the refund has been initiated.

To my surprise, Saurabh said initiated means - he has initiated via email and he cannot ensure that I will be getting the TT copy today. Then he told me that the concerned team does not work today and they start the work only tomorrow (Sep 25 2023) by 10AM and mine is on priority. If my refund is on priority then i should be getting the TT Copy as proof from Urban Company tomorrow (Sep 25 2023) before 10:30AM, Saurabh was saying that also he cannot ensure.

Saurabh claiming that he is from escalations team of Senior Management what else he can ensure if not a simple thing.

Then what does PRIORITY means to Urban Company. being one of the regular customer of Urban Company - the way I was treated by your team was totally unacceptable and very bad. Also note that I have been treated very badly with very high negligence by your team which made me to decide not to use URBAN COMPANY hereafter. I was recommending your company to my colleagues and friends as well as my relatives, i will now share this issue and will ask them also to be careful in using Urban Company as well I have also decided not to use your services again.

Enclosed the way how UC support was chatting with me!

The worst customer service ever!!!

PS:

What I still cannot understand is that when Urban Company received payment twice from me, what were they doing until as a customer I called after 7 days (which was the time period promised by UC team for refunding) saying that it was not refunded. If i have not called you would have taken my money!

- WOW!!!

UC made me to also think that UC is running operations using my money

What a scam you people are doing, charging twice and taking 7 to 10 days for refunding - if you have received the money twice, you should have immediately called the customer and initiated the return and if it was from Monday to Saturday, hardly it will take 2 working days for completing the refund. Just staying quiet and waiting for your customer to call you and making the customer beg for the customers money - wow what strategy UC is following.

Never expected such a bad experience, scamming and negligence from Urban Company.

UC,

I had booked facial and head massage session on account of my daughter's 7 B'day celebration which was planned on 18-2-24 in morning 11am, hence I had booked your service on Saturday 17-2-24. I had put my requirement at 10 am post which I was allocated with Gulbaksh Khan at 3pm, this person had no curtecy to call at least by 12 pm to inform and tell that she didn't have the facial kit which I had opted for, she called me very late around 2 pm, I was disappointed then, post which she was allocated to me again for 5:30 where in i thaught she might have got the product, just to confirm I called her at 4 pm, then she says she has no product and if she cancels it UC will block her, I told her that's not my problem, n raised concern, post which 1st Vaishali Indorkar, 2nd Sumit Sing and now Miss Kaur have called and wasted my precious time and moment since yesterday and forcing me to close the issue chat box.

More over if I don't close i will be charged, why will I be charged for?

When entire mess and issue are created by miss management of Urban Company.

You are harassing me and urban company has no rights to do so.

More over there is no direct contact person or higher management to provide a satisfactory solution to my lost precious time and time value for the money.

Very pathetic service provider company and these 4 people have just harassed me by giving bol Bachchan n no solution.

I have not given concent to close my issue still that shows as resolved in App.

How insensitive company is this.

I need equal amount of service as compensation for my precious time loss and harassment done by your above 4 employes, if you are not capable to provide solution and just giving talks is of no use.

Also thers a glitch in your app. I was typing my issue and suddenly it use to get disappeared also it shows network issue, for this reason I have attached screenshot and also recorded the harassment called from your so called employes.

I need a proper response and resolution plz don't call hundred times and waste my time again.

I am writing to express my profound disappointment and distress over a recent incident involving a service professional dispatched by your company for carpentry work at my home. Unfortunately, this experience has severely tarnished my trust in Urban Company, a service I had held in high regard until now.

On 15/03/2024, I availed of your carpentry services, expecting the usual professionalism and security that Urban Company promises its customers.

Regrettably, the professional you sent to my home has stolen a pair of sunglasses valued at INR 25,000. This is not just about the monetary loss; it's about the breach of trust and safety in my own home, facilitated by your platform.

Upon discovering the theft, I immediately lodged a complaint with your customer service department, expecting prompt action and resolution as assured by your company's policies. However, I am extremely disheartened to report that my complaint has not been addressed in any substantive manner, despite your assurances of customer safety and satisfaction.

Given the gravity of the situation and the lack of action from Urban Company, I had no choice but to escalate the matter. I have filed an official police complaint against the professional in question, providing all necessary details and evidence of the theft.

Additionally, I have lodged a complaint with the Consumer Complaint Department to seek justice and ensure that such incidents do not recur, affecting other unsuspecting customers.

I am deeply concerned about the negligence and indifference displayed by Urban Company in handling this serious issue.

It is imperative that you take immediate and concrete steps to address my complaint, ensure accountability, and provide a resolution that reflects the severity of the misconduct by your representative.

I expect Urban Company to provide compensation for the stolen property to rectify the financial loss incurred due to this incident.

Failure to address this matter satisfactorily will compel me to take further legal action and share my experience publicly to alert potential customers about the risks involved in availing services through your platform.

I look forward to your prompt response and resolution of this issue. Please contact me directly at +91 7208****02 or zar.rawal@***.com to discuss this matter further.

Thank you for your immediate attention to this serious matter.

Sincerely,

Zarna Khandekar