Didn’t clean my rug and wouldn’t refund
I had two newly purchased secondhand Persians rugs sent to them for cleaning. When the rugs were returned, the larger 10x13’ rug was obviously still dirty. Handling it, I got dust all over my hands and arms (I’m very allergic to dust, that’s why I sent the rugs for cleaning). Dirt was in the air and grit gathered on the top of my baseboards. My condo is brand new and I just moved into it, no dirt existed in this room until the rug was installed.
I contacted their office and showed photos and pictures of the dirty rug. They offered the rug be cleaned again. I’m a very busy person and it took me weeks to find a the time in the first place to have the large rug removed and then reinstalled (it’s in a room with lots of heavy antique furniture on top of it).
I had hired handymen to take the rug out of my condo and put it back in as Stean n Cean would not enter my condo because of Covid. I would have to hire more labourers to move the furniture and rug again for cleaning. At this point the cost of labour would outweigh the cleaning service.
After saying I would prefer a refund the office ghosted me and stopped replying to my emails. So in the end, this business took my money and my rug, gave it a ride around town in their van and returned it to me filthy. Their website says %100 satisfaction guarantee so I thought I was safe. I was misled thinking this company had a professional reputation.
- Approximate cost of services:
- $500.00
- Company Response
Thanks for taking the time to leave us a review and we're sorry you had a bad experience.
Both of your rugs were cleaned professionally and I assure were not given "a ride around town" without any cleaning. We wouldn't have cleaned 1 rug and not the other. All rugs go through two wash cycles and are assessed before being bagged for delivery. You contacted us days after delivery with your complaint and our assistant offered to have the rug picked up again and cleaned to your satisfaction at no additional charge. You requested our drivers to come in to roll the rug but due to our covid-19 policy we were unable to fulfill your request and you instead demanded a refund or to have our drivers come in after the policy had changed. As we have no plans on changing that policy in the near future we could not agree as this could be many months from the initial service date.