12/01/2025
I had booked pedicure service from urban company for my mother on 7th January.Poonam Kumari was assigned for the service. During the pedicure, which uses lukewarm water for cleaning, she failed to check the temperature of the water. My mom doesn't have sensation in her legs due to an old neurological injury and she had already told her that. Two hours after the service, mom developed severe swelling in her left foot with second degree burns. The skin was tense and the swelling was continuously increasing in size. We got it checked at the hospital on urgent basis. She had to undergo urgent surgery (Debridement)for second degree burns at the hospital. Following this she has been advised complete bed rest and alternate day dressing for 2 months.
When we tried to reach out to urban company regarding this grevious injury and subsequent suffering that my mom was going through, because of the unprofessional attitude of their company's professional, we only received vague responses from customer care executives stating their "team" will get back with a response.
Even after such repeated attempts from our side we didn't get any concrete response from their team. We then decided to send them a legal notice but later found out that their terms and conditions are solely based on the fact that the customers booking services with urban company are doing so ,on their own risk completely and the company shall bear no accountability for any damages caused by the product, technique or technician in the process.
We were shocked because this is a pan India service platform which is claiming to be providing door step services in multiple departments but will not take accountability of any mishaps occuring during service provision! It's not like they are providing free of cost service.
They claim to be hiring trained professionals after a thorough background check but the casual, callous and unprofessional attitude of the assigned professional who failed to comply with the basic steps such as checking the temperature of the water is just unacceptable. On account of this gross negligence my mother has incurred a grevious injury that required surgical intervention, prolonged dressings and prolonged bed rest.
I also wanted to bring it to the notice of general public that they are paying for such unprofessional service provider, who wouldn't take any accountability for any damages or injuries they might cause. So basically the public is on its own.
