Smart Home Rentals
View company profile →
Absolutely shocking customer service…
Absolutely shocking customer service and threw our lost property in the bin without notice or apology. Property was grubby and could hear EVERYTHING through the walls. On the day we left the property I contacted the company to advise some items had been left behind. I was assured I would be contacted when they were found. After a week of waiting I had to chase this and was told the items had indeed been found including my 6 yr old daughter’s unopened birthday Lush products and medication (although I had not been informed as such and I’m not confident I would have been at all) and they would get back to me as to when I could collect them. I had to chase this again the following day as no one got back to me, and was eventually told where and when I could collect them. Upon arrival one item was returned safely (charging wire) but we were then given a carrier bag full of someone else’s lost property! I refused this and was advised they would contact the cleaner to get the correct items. 3 days later after having to chase this again and waiting an additional 3 days for a response to my chasing, I was told that the items had been put in the bin as they were broken. I called the office confused and frustrated as to why they had taken it upon themselves to discard our items after 2 weeks of me attempting to have them returned. I was shocked at how the staff dealt with this complaint, being told “there are bigger issues going on in the world” and I shouldn’t be making such a big deal out of it as the items could not have been used and easily replaced (by me). I explained that they could in fact be used but regardless is was not their choice to make and I would have chosen to have them returned whatever condition they were in. I was also told that their policy was to put lost property in the bin anyway if it had not been collected within 2 weeks and that the situation was my own fault because I was the one who left it. I reminded them that I contacted them many times within this two week period and now the story doesn’t add up, did you bin them because they were damaged or because you have let this issue carry on for 2 weeks due to your poor communication? No apology, all blame on me and no compensation or offer to replace the items. I asked to speak a manager and was advised no one was available but they would get a message to them to contact me. Again no response so I had to chase this. The staff then advised they had spoken to their manager who “refused to deal with the matter further” but didn’t think it necessary to communicate this with us. The staff were rude, sarcastic and utterly unprofessional. I have never experienced worse customer service in my entire life, and we now have a very upset birthday girl as the items were limited edition to her favourite character. The property itself was grubby. The skirting boards and rugs looked as though they had not been cleaned in quite some time, both dusty and dirty. There were drink spill stains all over the walls next to the bed. There was food/stains rubbed into the fabric of the dining chairs. The roller blind to the patio door was broken and the door incredibly stiff to lock/unlock. We were told to park in a space directly to the side of the building only to be told off by another occupant for doing so. The walls were so thin I could actually hear the neighbour blowing their nose and showering in the bathroom every morning as though they were in the room with us. I appreciate this is a flat but I think that’s excessive! I would advise not to have any dealings with this company.