“Having just moved into a filthy house and feeling overwhelmed with the amount of cleaning, my Mum paid for 3 ladies to work for 2 hours. Showed them around and pointed out the worst and most time consuming, - bathrooms, handles, floors and windows. They left after an hour, saying they don't usually do houses on a Saturday but the manager begged them, clearly not happy to be here! The standard of work was disappointing and ended up going over everything they did, properly! Waste of good money, never again!”
“Awful company (at least the Cannock division is). Used for an end of tenancy clean. Firstly, we were quoted for inside of a built in fridge (amongst other things) to be done as part of this service. This was not done, and the manager argued that these things weren't included in EOT clean - basically she was lying. Other areas were not cleaned to a satisfactory standard, and when sent photographic evidence, the manager was so rude to us I could hardly comprehend it, especially as we approached her so nicely. She audibly scoffed at my partner down the phone when he asked if she might consider a 10% discount due to the parts missed (cobwebs in bedroom, 2 kitchen cupboards not cleaned, fridge not cleaned, etc.)
We also organised a time for them to come beforehand that worked for us in terms of us moving out and moving into our new place, but they showed up several hours early and insisted on coming in and starting, which made it really hard for us to do what we needed to do. They simply wouldn't go away and come back at the pre-agreed time... It turned out they absolutely wanted to finish by 3pm in order to get to another job which I think is also why they left our place unfinished.
Altogether this was a really rough experience - we never did get our discount because I found the lady too horrible and stressful to talk to, so I left it. But I will do my best to make sure other people know how bad they are!”
“I have just been witness to an aggressive Molly maid cleaner who nearly crashed into me on the slip road to the M3 . She was very aggressive and clearly forgot that she has a company logo all over her car.
Completely uncalled for . She has been reported to the police . Dangerous driving all over the M3 down to Hook.”
“Impersonal, inconsistent & overpriced
If you're happy to pay the same amount weekly for a cleaning company to stay 6 hours one week, 2.5 the next for the same house in the same state and believe the quality of the cleaning will be all the same then Molly Maid will work for you. We ended extremely unhappy with them. We used Molly Maid for 4 weeks after the initial in-depth clean they do. We have a 3,500sq ft house. We were quoted £92/clean VAT & cleaning products included which we thought was correct considering the size of the house, how much work it represents. The first week, the total time they spent cleaning was 6 hours which is what it needs to do a proper clean, but it dropped to 3 hours the following week, and then to 2.5 hours. They repeatedly explain they don't charge per hour, not to look at it that way which is clear and fine so long the cleaners don't rush through the clean which they did apart from the first time. It just showed. It felt so disrespectful. No care was applied, no attention to details. No mopping of the tiles floors d/s which represents a big surface, beds made in a rush, many surfaces not wiped, a tiny amount of washing up left (3 mugs/4 glasses) not touched, just put to the side, different teams come so the notes and feedback given is not applied some weeks. They also charge per item for ironing within the cleaning time. So you pay twice really for ironing. I was charged £1.50 per small handkerchief x 4 which was a clear overcharge.
I called and emailed 10 days ago to explain how unhappy we were and with a few questions, I've still not heard back. Not expecting to hear from them anymore. They just didn't charge us for the last clean.
I think their approach relies on trusting the cleaning team will do their best every week when they can choose how long they stay. A house the size we have doesn't get properly cleaned in 2/3 hours total.”
“I am disgusted at the price of the clean. I live in Australia and I organised cleaning for my mum who is a full time carer of my father with dementia. I was horrified to discover she was paying £80 for a 2hour 40 min clean. That rate is exorbitant, when I saw the clean I was not impressed, marks left around taps and plugholes, some surfaces not dusted. It is a small 2 bedroom bungalow! £80 for just over 2 and a half hours.”
“Awful experience. Missed very obvious areas if dusty carpets in corners. Missed obvious cobwebs. Didn't do the full hour I was due to pay for. Reconstructed with the office and agreed to have different come out who were fine but was put off by first visit so won't be using them again.”
“No Contract, No bill, No work done, Rude manager and Useless support
As many other people have mentioned it, this company is really bad.
I booked a cleaning as I left my flat and I asked for it to be fully cleaned. I could not be present, but the landlord took pictures showing that next to no cleaning had been done. I tried calling the manager, but when I explained she hung up on me and then I couldn't ever reach out to her.
They did not provide a contract or a description of what would be done so now it's their word against mine. The support said they talked with the manager and she claimed that I requested only 1 hour which is not true and because she is apparently the owner of the business the support team will not do anything against her.
I payed £50 upfront but the manager claimed that since they did what they had to do in one hour they did not have to be in contact with me anymore and so they refused any of my attemp to contact them.
Worst company I have been in contact with. To avoid absolutely.”
“My mother who is 86 was charged £80 for 45 minutes cleaning of her bungalow. There was two cleaners and she wasn't even pleased with the job that they did. Being charged over £40 an hour for each cleaner is an extortionate amount to pay. My mother has now cancelled them coming.”
“Poor standard of cleaning throughout the clean. Came back to clean again however was still finished to a poor standard. Felt sorry for the cleaning staff, obviously very rushed by managers. Refund received did not match our expectations of the price for the service we received.”
We were quoted £72 for a weekly thorough clean - what we actually get is less than 2 hours cleaning (not much more than a quick wipe down) of low quality. I tried to discuss it with Terry who promised to attend to the issues I raised, however nothing changed and the fridge I have repeatedly asked to have cleaned periodically since they started several months ago, remains untouched. £36 per hour seems very expensive for the lack of effort involved.”
“The worst customer experience ever! "Owner" Susan Garon was very rude and pushy.
She was shouting and calling me a liar over the phone. I asked to speak to her senior on which she shouted "I AM THE OWNER!!!" I immediately wanted to cancel the booking and they have since refused to return my £65 deposit.
I tried to amend my booking and she said that I will be charged £97.50 from 2pm as that is what she has booked in (contrary to what we agreed when making the booking). I felt I had no choice but to agree to her terms. At 2.20pm there was still no sign of the cleaners after which I tried to cancel the booking and she rudely refused and called me a liar.
I really hope they do not behave like this with any vulnerable customers where she can just demand anything.
Very poor from such a reputable company.”
“Bromley area .
It’s a disgrace that Molly maid cleaners are being told even if they show symptoms of COVID they are still to go to work.
I would love to see a copy of there health and safety policy or there risk assessment on COVID”
“Molly maid completed an estimation of 7 hours, given when the clean was booked 2 rooms were in unavailable as they were being decorated we decided that a 5 hour deep clean, totaling 10 hours as there was 2 cleaners would be enough, at no stage was this queried or the cleaners advise they were pushed for time, as they actually left 15 mins early.
Simply tasks like dusting, bins emptied, shower heads were missed. Our house was left in a very unclean state, as well as our blind was broken.
Please see the images attached of our experience.
When I called Elaine the day after she advised there was no time before Christmas (a week away) for the cleaners to return. Then the following Monday, We we're offered an additional 2 hours recleaning, although given it took 5 days to resolve the blind being broken we decided the reclean would be too risky against further damage being made and not dealt with in the best way.
After spending £300 I don’t feel like I got what I was promised.”
“Terrible and shocking customer service. I offered tea/coffee to the cleaners and spoke to them politely. But still I received a poor clean with surfaces, floors, windowsills, and kitchen surfaces left dirty. When I pointed these areas out politely they replied in a confrontational manner “we've already done that!” “What’s the problem!?” and then decided to talk about me rudely in my bathroom (which I could hear). I complained to their manager who replied to me and my husband that my complaints were all “speculation”. She then stated that I was a “certain sort of person” and insulted me to my husband before hanging up on him. Extremely shocking and unprofessional customer services. A horrendous and upsetting experience. And I paid a lot of money to receive such treatment. In the end it’s not about money. No one should be treated like that.”