I dropped my rug off two weeks ago and was told it would be "a couple of days". After 7 days of not hearing anything I called to check in on it. I was told that my rug hadn't even been started and "should be ready by Wednesday, but call first". I called prior to driving there to make sure it was indeed ready and was told it was. I picked my rug up, paid $50.00 and brought it home. As soon as I laid it out the most atrocious smell was blatantly coming from the rug (a mix of wet dog and mold...neither of which are in my newly renovated bedroom). I immediately rolled it back up and put it out in the garage for the night. The next morning I loaded it in my trunk and called their offices to complain. I was told I was more than welcome to bring it by for them to re-clean. I confirmed that they would be open until 5:30 that day (despite their website noting 6:00pm). I drove there straight after work, took my rug out of my trunk at 4:57. The office had no lights and no one there, I called from the parking lot just to make sure.
I just got off the phone with one of the employees who told me that she did not relay the message to the afternoon staff that there would be a customer dropping off a rug at 5:00 (who was doing so due to a complaint). The afternoon employee left the office at 4:30 to go to a parent-teacher interview. Finally after speaking with the condescending and rude employee I asked to speak with the owner who wasn't much better. They clearly couldn't get their story straight when she tried to tell me someone was there until 5:30, yet the employee confirmed the afternoon staff had indeed left. The owner seemed completely disinterested in providing good customer service, being sympathetic to my frustration, or willing to rectify the situation.
Needless to say, I wouldn't bring a dollar store rug to this company as they don't care about the quality of their services, or how they treat their customers. AVOID AT ALL COST!
- Company Response
Our business has been operating since 1987. We strive on referrals and positive word of mouth. It is upsetting to hear negative feedback and it is outrageous that someone can fabricate lies and post it as a review. The carpet was dropped off at our office on November 7, 2015 and was ready on November 16, 2015. -It did not take 2 weeks.Lie#1. Yes, the client did call the next day with the complaint of a bad odor. We did say that we would clean it again at no charge. The office did close early that day (Which rarely happens) because of personal circumstances and we did apologize for that. There was no phone call to our office that evening because we have the telephones forwarded to a 24 hour emergency cell number at all times in case of floods or emergency calls. Lie #2. and no message or missed call. Again, trying to please the client, the next day we offered to go to their house and clean it for them on site or with the option of bringing it back to us. The customer agreed to bring it back but then called shortly after and asked for a refund, which we agreed to and gave them a FULL REFUND. I see that the review failed to mention that part Lie #3. Luckily, all our conversations are prerecorded and no staff member was rude or condescending. Lie #4. This is not how we operate and we hope that this review shows how some people just can't be pleased no matter how hard you try.