I dropped my one year old rug off here for a routine cleaning. The rug was not finished when they said it would be and when we finally got it back, brought it home and unrolled it, we were horrified. There were new stains all over the rug, one side was so discoloured it was unrecognizable, and the rug was completely frayed in several spots on the edges. The rug is completely ruined. It looks far worse then it did before this 'cleaning'. Also, when we unrolled it then rolled it back up, a small mountain of dirt was on the floor underneath it. I had to vacuum it several times to stop the dirt from falling out. Unbelievable. And to top it of, the customer service is horrible. No apology, just denials and justifications, and we had to demand a refund. They should be replacing our rug. Do not trust these people with anything. Horrible experience, devastated over my rug.
- Approximate cost of services:
- $100.00
- Company Response
Dear Laura, as per our original photo images your area rug was received damaged, badly stained, soiled and overall in very poor condition. Manufacturers glues were falling out of it. This would be the dust you saw after rolling the rug off of your floor. We did our best to clean it and we apologize for being late on the return.
As a result of this type of customer concern we photograph all area rugs prior to cleaning and contact customers immediately and provide images if required.
We were happy to refund your cleaning cost per our satisfaction guarantee policy.
Sincerely, Tony