I will admit at the time I'm writing this I haven't yet received my rug, but even if it is in perfect condition, I would still only give this company 1 star. I have a 9x12 wool and silk rug from Restoration Hardware that my new dog used as a pee pad a few times. On a Wednesday night, she had another accident, and when I tried to clean it (I was having a party at my house that Saturday), I made it worse and the rug got very wet and started to smell. I googled a rug cleaning company and saw the great reviews most people gave this place and ""on time rug cleaning"" seemed like a good sign. When I called at 5pm and the woman on the phone told me that the rug could be picked up the same night and it might be possible to have the rug ready by Saturday (though they would need to survey the damage first), I was so thrilled and said to have the guy come by. He did show up just 2 hours later and told me that while my rug didn't need a full restoration, he would recommend the deep cleaning for $645. It was a lot of money, but I thought if they're not charging me for pick up and delivery and could have it ready in 48 hours that would be great. So I agreed and signed the papers and he proceeded to roll up the rug but when I asked when I should call to schedule the delivery he told me NEXT WEDNESDAY. I told him the woman I spoke to said I could have it before my party on Saturday and he said no way. That if they rushed it could be ready Monday but it takes 48 hours to clean a rug like the one I have. Since the rug was rolled up (and the guy convinced me it's better not to have such an expensive rug on the floor when my guests came over and he seemed like he knew what he was talking about when he surveyed the rug), I agreed and he took it away. I called them on Wednesday evening, like he had told me to, and the woman on the phone told me the rug was still in the warehouse and to call back Friday to schedule a delivery for the following week. I was infuriated. She told me it was a simple miscommunication and gave me her word that she herself would call me back Friday to schedule a delivery and that she would have the manager call me as I asked for a discount since we were now way beyond a week in terms of waiting for the rug. Of course, she didn't call back and I didn't hear from the manager either. So finally, today (Monday) I called and she had no idea who I was, had no recollection of giving me her word, that she speaks to so many people a day, and told me the rug could be delivered between 12-5 on Friday! We're now talking two and a half weeks of waiting!! On time rug cleaning?? Not even close. This place is a rip off and has the worst customer service. I am still waiting to hear from the manager who never seems to be around. Until then, I will be posting this review everywhere I can so people will avoid this place. I'm sure other places will charge less and might actually have your rug when they promise.
Update - Delivery Day: The delivery guy brought my rug during the scheduled delivery time. On the piece of paper which had a list of all deliveries for the day, with names and contact information and a ""notes"" section, I saw that under my name was written ""annoyed customer - wants discount."" I finally managed to get a hold of Eddie, the manager and after arguing with him for a good 15 minutes and him trying to justify the rude message I saw on the delivery note (""it was a note to the driver not to me""), he agreed to give me a 10% discount. I thanked him and agreed to update the review I posted. When I didn't get around to it immediately, he called me while I was on vacation and repeatedly since then to update the review. Why should I rush to change it when I had to wait more than two weeks for my rug?
So yes, they gave me $60 back after charging me $645 for the rug cleaning, and yes the rug looks good. I was asked to give at least an impartial review, not a bad one. You read my review and decide for yourself.
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