comments

We appreciate the feedback Mr. Barnett but there were several issues that were not reported in your write up that we believe are important. Your rugs were badly damaged from the storm and that is unfortunate. Our staff told your wife that we would do all possible to restore back to original condition and we were given the go ahead to make that attempt. From our photos it appears the rugs were returned in good condition or better than we first received them from the flood damage. The rug in question was a jute rug and jute stains easily especially when water such as you experienced comes into play. Our staff told your wife that and our rug manager called your wife after we came back a second time to pick up the rug and clean it again for you. He told her that jute was hard to clean but she insisted we try anyway. Our photos of the rug confirm it did look a lot better than when it came to us from the flood. But, we have no way of knowing what the rug looked like before the flood and I believe your wife kept telling us that. We simply don't know. But, we know it looked better after we cleaned it from the water damage. We also were told that you submitted a claim through your insurance carrier for the cleanings of all of your rugs and other damages you received and received a check for reimbursement. The cost of the cleanings were included in the check you received. If you are wanting to replace the rug then I would suggest you contact the insurance company and see if settlement can be received for a full replacement but our staff did what we were instructed to do and attempt to clean your water damaged rugs. And, as far as your statement that the owner would not return your call, I never received a message you requested a call back. In fact, your posting of this was the first I heard about your displeasure. Your wife even told my rug manager that you would be calling him but he never received a call from you. I am sorry you have such a bad taste after this experience but we were up front with your wife about the condition of the rugs we picked up after the unfortunate experience yo had with a flood. I understand that experience alone was not pleasant. Our reviews for the most part are 5 star and our customer experience is rated above average. Sometimes, like this, we are presented rugs that regardless of our process we can't correct what Mother Nature did. But, we give the customer the facts and let you decide what course of action you wish to take. We were instructed to make every effort we could and that's what we did.

Heirloom Oriental Rug Cleaning commented on 04/26/2018