ComplaintsforTurco Persian Rug Company Inc.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ***

  I am e-mailing as a result of a call I received from Isaac on January 20, 2023 in connection with a carpet that was delivered by me to Turco Persian for cleaning on October 19, 2022. Prior to receiving Isaac's call, and after three failed carpet treatment attempts by Turco Persian, I had indicated to Isaac that the carpet, in its present condition, is not suitable for use in my home. I also indicated that I expected to be reimbursed for my acquisition cost since returning the carpet to me is not a solution. I was therefore disturbed when, without explanation, Isaac advised during our January 20 call that the owners of Turco Persian proposed to return the carpet to me and reimburse me for the cleaning charge. Unfortunately, this is not an appropriate outcome based on what has occurred since October 19, 2022 which I have recapped below for purposes of resolving the situation. - carpet delivered by me to Turco Persian on October 19th for its first cleaning since purchase - about a week and half after dropping off the carpet, Isaac called and said your carpet is so beautiful I recommend you have stain protection added to the cleaning and I accepted his recommendation - I received a call a week or so later advising the carpet was ready for pick up - when I brought the carpet home, unwrapped it and laid it, it was obvious to me, my spouse and our building's superintendent who was helping to lay the carpet, that the patterned portions of the carpet were no longer a solid brown colour. I vacuumed the carpet to see if this corrected the colour issue but it did not. - I was disturbed and immediately called Turco Persian and spoke with Isaac. I explained to Isaac that the solid brown colour patterns now had beige elements. Isaac asked me to return the carpet and said it would be looked after - when I dropped off the carpet and it was unrolled, I again explained to Isaac that the solid brown colour patterns now had beige elements. Isaac said don't worry we will work on the carpet and fix it - I returned to Turco to inspect the carpet after Isaac called weeks later. As soon as the carpet was unrolled, I told Isaac the appearance of the carpet had not changed from when I returned it weeks beforehand. I again explained to Isaac that the solid brown colour patterns still had beige elements. I could not understand why I had been asked to come to look at the carpet when there had been no improvement. Isaac said we will fix it, leave it with us. The next time I went to see the carpet, several days before Christmas, December 25th, solid brown colour patterns continued to have beige elements. Moreover, the carpet now had an added problem of showing wear and tear. The carpet had been in pristine condition when delivered to Turco Persian. At this point, I had been without the carpet for more than two months. I had been patient and hopeful that Turco Persian would correct the condition of the carpet. I concluded there was no point in the carpet being worked on further which could cause additional damage. I told Isaac the carpet was ruined. Isaac said what do you want to do. I told him I expected to be reimbursed for the cost of the ruined carpet. My carpet, while in the possession and care of Turco Persian, has been degraded to a condition that is unacceptable for my use. Having the carpet returned to me is not an option for me. Therefore, I ask that you reconsider keeping the carpet and reimbursing me for the cost of the carpet in the amount of $4,495.14 plus the cost of cleaning. My preference is to resolve the situation without having to engage in formal proceedings. I would appreciate a timely response  

  Business response

  14/02/2023

  Dear Ms. **********, 

  After reviewing your file, our Before Wash photos, inspecting your rug that is still with us and speaking with my staff; I can confidently conclude that there is nothing wrong with your rug. Please review photos and note the photo I took today looks identical to those we took in October prior to any cleaning. 

  My staff have spent a lot of time trying to understand the problem you see with your rug and trying to appease you. The feedback you provide is that the rug doesn't look the same from both sides. We have tried to explaining that all rugs have light and dark sides. I have attached a flyer from our association (**** **************************) for your information about Pile Reversal, which is what you are experiencing with your rug. This is even more apparent when rugs are woven with silk or art silk as is the case here, with your rug.  

  After reviewing your rug and our cleaning results, I cannot justify providing any sort of refund let alone paying for the entire cost of your rug. There is absolutely nothing wrong with your rug. We ask that you kindly collect your rug immediately as we cannot continue to store your rug for free. 

  Thank you, 

  Jessica

  Customer response

  18/02/2023

  Complaint: ********
  
  I am rejecting the response from Jessica who is with Turco Persian Carpets.  What follows is my response to Jessica's February 14, 2023 response.

  Since you failed to respond to my January 23rd e-mail, I activated the Better Business Bureau to advance matters.
  Unfortunately, your February 14 e-mail misrepresents the situation. Contrary to what your e-mail suggests, my issue does NOT relate to a carpet having light and dark sides or pile reversal.
  Instead, my issue (as I attempted to explain to Isaac on numerous occasions) relates to a change in the color of the patterned portions of the carpet. When I delivered the carpet to Turco Persian, the color of the patterned portions of the carpet was a solid brown. By contrast, Turco Persian's treatment of the carpet has resulted in a change in the color of the patterned portions of the carpet from solid brown to brown with a beige element.
  Accordingly, something is wrong with the carpet and a solution is required.
  While Isaac repeatedly assured me that the color of the patterned portions would be corrected, his final communication to me was a terse reversal without explanation.
  Now, I receive an email from you that misstates the issue.
  As a next step, I would like to meet with you during the first week of March to discuss your e-mail and photos in an attempt to resolve the issue without having to resort to formal dispute proceedings.
  I expect and look forward to your response.

  Business response

  28/02/2023

  We are at a loss for words here and fail to understand or see what Ms. ********** is unhappy with regards to her rug. The photos of her rug precleaning last fall, and post cleaning taken last month show no difference. Photos are reattached that depict a beautiful, clean rug with nothing wrong with it. Light and dark sides of rugs 100 per cent exist as does abrash and impossible to ignore this fact. Information was shared by Ms. ********** to our staff that she has a new rug in her home and nowhere to put this one. We are happy to sell this one in question for her on consignment if she wishes and more than happy to meet and look at the rug together in person as per her request. All appointments are made through our office ************ * *. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩