I had received a quote to clean my synthetic 7' x 10' area rug from Love Your Rug earlier this week. Pick up was scheduled for Thursday between 9am and 12pm. At 830am I found a card from the company "sorry we missed you." So now I have a giant dirty area rug clogging up my front door entrance. I called and spoke to someone. They were very courteous and put me in touch with someone to resolve the issue. Jared called me back and informed me that an error had been made in that the driver was not scheduled to be in my area today but, as a courtesy (?), had stopped by at 6am on his way to the East side of the city. I had taken the morning off work purposely to have the rug picked up so I was upset. They offered to pick it up on their way back around 3pm. Although everyone I dealt with was courteous and professional I am still very unhappy about this very preventable mix up. I was not offered any compensation or discount which I would expect of a company that wants to keep return customers (this is my 3rd time using them).
I'm addition, their prices have gone up a lot over the past 2 years. In 2015 I paid $124 to have my rug cleaned (the same rug) and this year I was quoted $167.
I decided to go with another company and will not be using Love Your Rug in the future.
- Approximate cost of services:
- $167.00
- Company Response
Good afternoon Lisa
We apologize for disrupting your day on this rug pick up. We have recognized that you are a repeat customer and as such would like to offer you a 25% discount and a complimentary pick up and delivery if you should choose to use our services again.
I have asked Jared to update your profile to include this for our future reference
We thank you for your past business and look forward to working with you again in the future
If you need to discuss this further, please contact me directly at the plant and I would be happy to assist you.
Warmly,
Tony