Mumbai Woman Shares Emotional Post Over Treatment Of Service Partners; Urban Company Responds

Mumbai, April 20: A recent customer experience with Urban Company has sparked an important conversation about how service professionals are treated behind the scenes. A woman named Anjali shared a heartfelt post on social media after a home spa session booked through “Urban Company” left her feeling deeply concerned, not for herself, but for the wellbeing of the professional who came to serve her.

Anjali had booked a 7:30 PM spa appointment for Sunday evening, hoping to relax after a long week. The only slot available was late in the evening, and she had an early start on Monday. Around 7:15 PM, the spa professional, Nisa (name changed), called to inform her she would be late by 15–20 minutes because her earlier appointment ran over time and she hadn’t eaten all day.

Nisa finally arrived at 8:17 PM, visibly tired and on the verge of tears. Anjali offered her some water and snacks, after which the professional calmed down and shared her painful reality.

What Nisa Revealed?

Professionals can’t cancel appointments easily, even if they are sick or exhausted.

Canceling just three jobs can result in suspension from the platform and loss of income.

In big cities like Mumbai, even short travel distances can take over 40 minutes, yet delays negatively affect their ratings.

There are no time buffers between appointments, even though massage sessions are physically demanding.

Nisa has to carry heavy massage tables by herself and was recently diagnosed with a hernia due to the strain.

Despite her pain and exhaustion, Nisa insisted on completing the session and did so with professionalism and grace. But the experience left Anjali feeling disturbed. She questioned whether it’s right for a performance-based system to push workers to their limits without allowing rest, flexibility or fair working conditions.

Anjali urged Urban Company and customers to show more empathy. She asked whether:

Professionals should be forced to accept jobs when they’re unwell?

Shouldn’t there be breaks between bookings, especially in cities with heavy traffic?

Can’t platforms design systems that put wellbeing before ratings?

Urban Company Responds

In reply, Urban Company thanked Anjali for sharing her experience and for her continued trust in their services. They praised her kindness and acknowledged the dedication of service professionals like Nisa. The company admitted there is more work to be done and assured her that her feedback would be taken seriously and shared with the right teams.

They ended the note by saying that they are committed to doing better for both, customers and the service professionals, who make the brand what it is.

Anjali’s story is a reminder that behind every service is a human being, often carrying unseen burdens. As customers and as a society, it’s important to support systems that treat workers with dignity and care.

“Your team is your biggest asset. Take care of them,” she wrote, a message that resonated widely with many people online.