ComplaintsforSimply Rug Cleaning

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two wool area rugs were picked up for cleaning and returned ruined. It took MONTHS for them to complete the job and when the rugs were returned they would not lay flat, the edges were not straight, the backings were ruined and there were numerous HOLES in one rug.I have spent MONTHS trying to get the company to rectify the problem. I just want my money back and my ruined rugs replaced. The company messed up and they should be held accountable. They will no longer answer or return my phone calls or emails.

  Business response

  11/21/2023

  Dear ****,
  
  We're writing in response to your recent claim regarding the service provided for your tufted rugs. Firstly, we want to express our commitment to customer satisfaction and our appreciation for your choosing our services.
  
  We understand your concerns about the condition of your rug following our cleaning process. It's important to clarify that, as explained prior to the service, your rug had significant signs of "dry rot," a natural degradation of the latex glue used in tufted rugs over time. It was noted that both rugs were well over ************************************************************************************ tufted rugs. This was evidenced by the mounds of latex dust located under the rugs during inspection. This condition can make rugs particularly susceptible to further degradation, especially during cleaning or handling. As such, we recommended the purchase and installation of a rug pad to help maintain the form of these rugs and to help contain the dry rot dust. You declined our recommendation and opted for cleaning only.  
  
  In recognition of this pre-existing condition, which is categorized as a "salvage attempt," we proceeded with utmost care during the cleaning process. Because of the time it took to "block" and remove distortion of the shape caused by the degraded backing, we also decided as a gesture of goodwill, to apply a new backing to your rug completely at our expense. This decision was made in an effort to extend the life of your rug since the wool is still in viable condition on both rugs, despite the acknowledged risks associated with its fragile state. This gesture was decided on by the leadership team at Simply to gain goodwill to help you gain additional years of life from otherwise degraded rugs. 
  
  We regret that our attempts to communicate this added service gesture were not well received as hoped. However, it's important to note that our team followed all appropriate procedures and acted in accordance with the inherent risks associated with cleaning a rug in such a delicate condition.
  
  We understand that this situation is not ideal, and we are always committed to finding a satisfactory resolution with our clients. Because of the added value we provided with additional services and the cost of utilizing an outside vendor to install a new backing on your behalf, we have extended our goodwill as far as we can. We cannot accept responsibility for the further deterioration of the rugs due to their pre-existing conditions with both dry rot and holes. 
  
  Thank you for bringing your concerns to our attention. We value your feedback and will update our policy of salvage attempts moving forward.
  
  Sincerely,

  Team Simply

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