ComplaintsforOC Rug Store

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 8/4/23 we agreed to pay $1595 to clean and $1500 to repair two wool rugs. Pictures attached show repair was of poor quality --different colored threads and uneven knotting. In addition, carpet was not cleaned. Over the course of the last few months, we have asked them to fix the shoddy repairs and clean carpet again. They refused. They also started calling us to say we had to pick up our carpets because they are moving the business. On March 13, 2024 we went to see the carpets again and they still weren't repaired correctly. a. they still had different color threading. Knotting was crooked and corner was lobbed at an angle. Plus carpet was still not cleaned. For the dollar figure, we expected a quality repair job. They declined to help us, said no owner or manager was on site. I asked for a refund since i could not determine an actual cleaning occurred or the repair job was complete. They refused a refund but were willing to give me 2 other carpets in lieu of money. When I declined that, suddenly the woman who was there stated she was the owner. She refused a refund. They offered to clean and repair again. Based multiple lies, a. they are not closing the store, b. they claim they cleaned carpet yet there is no evidence of that, c. they first stated no owner on site, yet 20 minutes later she claimed she was the owner and d. repeatedly refusing to fix or clean carpet over the last few months, there is a loss of trust in this business. The said owner also tried to take my copies of the paperwork and keep on site to eliminate any trace of this transaction. I had to fight her to get my xerox copies of the receipts back in my hands. She wanted to walk away from me with them. I am asking for BBB to help me get a full refund for me since there seems to be some fraudulent actions reg. the business aspect of this vendor. My next step would be small claims court. .

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We provided 3 persian, handmade rugs to this business for cleaning. One of them was damaged. The owner quoted $2200 for the repair of the rug. We told him we wanted to investigate and asked him to send a quote and pictures to determine if that price was fair and if we wanted the rug repaired and/or by his business. He then told us how much the rugs were worth, arguably $8-15k per run to try to get us to consent to the repair. Rather than waiting for us to get back to him with approval, or providing a quote or the photos, he then performed the repair (allegedly, we have not seen it) without authorization and demanded $2200 for the repair. He will also not return the other two rugs that were cleaned even though I have offered to pay for those and in fact for the cleaning of all 3. He is holding all 3 rugs "hostage", which is essentially conversion and theft. He is making various threats, all of which are nonsensical, such as putting a mechanics lien on our property (impossible for personal property cleaning) and charging us storage fees (even though we have offered to take the rugs back and then work out the disputed repair charge later). This company also has terrible reviews on Yelp. Had we reviewed Yelp first, we would never have used. Apparently they engage in these shady practices all the time.

  Business response

  11/08/2023

  We run a business here. We are not interested in holding anyone's rug hostage. If this customer was willing to pay of course we will return the rug. We have not been paid for our work and he consented to repairing the rug and signed for it and he just wants to pick up his repaired rug without payment. This customer is being dishonest by claiming he is willing to pay for his services. He is not. Again we are new management who have taken over this business and are in no way related to the previous management who the yelp reviews are about. The previous management was a man but now we are a team of females. Our rug store is overfilled by 75%  we are currently looking to move to a larger store to make room for the hundreds of rugs. We are in no way shape or form interested in holding anyone's rug hostage. Once this customer pays for the work he asked us to perform, we are more than **************** the rugs free of charge as we do to all customers. 

*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. ↩