A Mumbai woman has called out Urban Company over “inhumane” treatment of its service professionals following a troubling home spa experience. The popular home services platform has since responded to the concerns, thanking the customer for her “compassion.”
Anjali Kelkar, a frequent customer of Urban Company, shared a detailed account on LinkedIn of her recent interaction with a spa professional who arrived late and visibly distressed. While praising past services, she questioned the platform’s treatment of its workers.
“Great customer experience cannot come at the cost of the service provider’s wellbeing,” she wrote in her post.
Ms Kelkar had booked a 7:30 pm home spa session through Urban Company – the only available slot that day – after a tiring week. At around 7:15 pm, the service provider, Nisa (name changed), called to inform her she would be 15-20 minutes late as she had just wrapped up a previous appointment and “hadn’t eaten all day due to back-to-back bookings.”
Despite being anxious about her own schedule, Ms Kelkar agreed.
“She finally arrived around 8:17 pm, visibly distressed, tears in her eyes,” Ms Kelkar wrote. “I gave her water and a snack, and she calmed down.”
It was then that Ms Nisa opened up about the challenges she and other Urban Company professionals routinely face.
According to Ms Kelkar’s post, service providers are not allowed to decline appointments, even if they are unwell or exhausted. Cancelling three appointments, Ms Kelkar said, could result in the provider’s profile being temporarily suspended, affecting their income.