Federica
Awful experience with theft
I used GetSpruce in Chicago for almost 3 years, with recurring appointments every 2 weeks. Not in all the occasions cleaning was good: sometimes they were forgetting to change the trash bags or replace them, sometimes they were not removing the dust on the furnitures, etc.. I claimed these facts and got a small credit and then cleaning service improved for the next couple of time. Two facts happened recently that made me decide to cancel the service: the first time, the cleaning person peed in my bathroom and left without flushing the water. They conducted their investigation and "compensate" me with 25$ credit (..with I service that costs more than 120$ per cleaning it's really a farce..) and restricted the service provider. The worst happened during the service of last week: the evening before I removed all the personal things from my bathroom countertop to ensure an easier cleaning to the cleaning person and stored them in a drawer, including a branded perfume that magically disappeared after the cleaning. After checking several times in my apartment to make sure it was not somewhere else I reported the fact to Spruce: it took them 3 days to conduct an investigation with the final result on their hand that their team was not responsible and that they were not going to take any further action.. that probably means they would have even allowed the same cleaning lady to come back in the apartment for the next sessions. This was the last straw. I have cancelled the service and I will never use them anymore.
Response from SpruceJun 18, 2025
Thank you for sharing your detailed feedback. We're very sorry to hear about your recent experiences, especially after being a long-term customer for nearly three years. At Spruce, we take every concern seriously and aim to conduct thorough investigations any time an issue is reported—whether related to service quality or missing items. In this case, we reviewed internal reports, communication logs, and follow-up from the cleaning professional. As mentioned, we were unable to find conclusive evidence linking the disappearance of your item to our team, which is why no further action was taken. However, we absolutely understand the frustration when a personal belonging goes missing and the impact that can have on your trust in our service. Regarding the earlier incident in your bathroom, the provider involved was removed from your future bookings, and we understand the resolution did not meet your expectations. We're continuously working to improve accountability and consistency across our services, and your feedback plays an important role in that process. We respect your decision to cancel and appreciate the time you gave us over the years. We’re truly sorry that your experience ended on this note, and we wish you all the best moving forward.