Upholstery Cleaning

I recently booked a carpet cleaning service with Natalia Carpet Sheriff. I initially spoke with the lady on 11th February and had a very positive experience on the phone. She was friendly, honest, and instilled confidence that the job could be done. During that conversation, I said something along the lines of, “Don’t worry about it, I think they’re really bad, and given the cost, I might as well save and put it towards new carpets or flooring.” I wasn’t asked to send photos of my carpets. Instead, she sent examples of previous jobs that had been in a really bad state to demonstrate what they could handle and encourage booking. However, when the team came to my home, I wasn’t prepared for how invasive and unsettling the UV inspection felt. It really highlighted just how dirty the carpets and underlay were, leaving me feeling like my home was in worse condition than I realized. The cleaner walked around and said things like, “I’ve not seen anything like this in a while, in a long while,” and “It’s all over. Yeah, it’s bad.” While that may have been meant as factual, it felt overwhelming and insensitive. He did acknowledge the issues in the underlay and understood how that would feel, which I appreciated. It’s very rare that a carpet issue goes down to the underlay, so this was particularly serious. Unfortunately, the overall experience was horrible, and the in-person visit left me feeling stressed and upset. Another issue I experienced was regarding the £50 call-out fee. My appointment was originally set for 2nd March, which I later had to move to 27th March due to unforeseen circumstances. All communication about the appointment and rescheduling was via WhatsApp messages. On the phone, she specifically asked me, “Please, can you give at least 48 hours’ notice?”—but never mentioned that simply having an assessment could incur a £50 fee if I chose not to proceed. This is not just a cancellation; it’s a call-out fee to properly assess the carpets, which should absolutely be explained beforehand. Simply referring people to terms and conditions isn’t enough—what if people can’t read them? When the cleaner arrived, I was informed about the fee, which I paid to avoid dispute—but this could have been avoided with clear upfront communication. Overall, while the team is capable, professional, and can do the job, I would strongly suggest clearer communication about the assessment fee and a more sensitive approach when discussing the condition of someone’s home.

The second time we have used them recently. Red wine spill😕. Again faultless in operation and personality. Thanks.