On: Why Homejoy Failed

[robotresearcher]

I agree that is a better level of service. But it may be reasonable if that's the agreement we already entered into.

Here is the relevant clause from the Handy TOS:

"Handy cannot guarantee that the same Professional will be scheduled for each Recurrent Service appointment"

[unclebucknasty → robotresearcher]

Then, they shouldn't assign a cleaner and notify the customer who is assigned, as it essentially sets customer expectations that are inconsistent with their TOS.

Next, they make it worse by charging a fee for the pleasure of being disappointed. Pretty bad customer experience.