Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the end of July I took our custom bound dining room rug to Woodbury Cleaners as they are the intermediary between consumers and Dons Rug Laundry. Our dog had gotten sick on one corner of the rug, and I wanted it cleaned. Other than that one- time incident, this rug was in pristine condition as we have probably used our dining room table ten times in the last seven years. After picking up the rug 3 weeks later, at a cost of more than $200, we placed it on the rug pad only to discover that our rug had shrunk significantly. The previous size was 108 x 96 inches and was now 103 x 93 inches - a significant difference of 5 and 3 inches. We were devastated because beyond this shrinkage (we had this rug cut and bound to fit our specific space) one end of the rug was wrinkled and bubbly. We brought it back to Woodbury Cleaners and were told they would be able to restore it to its original size. They ended up having our rug for 6 weeks the second time, and when we brought it home it had improved by of an inch on one side. However, beyond the shrinkage the most disappointing part of this is that they burned our rug on the wrinkled side and now the rug has a yellow tint on that side and the two corners are burned and disintegrated (in pieces). Dons is taking no responsibility for this damage, and at this point I am unable to get a response from my contact at Woodbury Cleaners. I have been told that **** has a monopoly on rug cleaning in the *********** which is why I am sure they do not care that they have shrunk and burned a beautiful rug. I want others to know so they can be aware of what to expect when they use Dons Rug Laundry.

  Business Response

  Date: 10/20/2022

  In our attempt to work out a solution with *********************************, I sent out a claim form to her dated 9/30/2022.  We received the form back a few days ago. For your information there was not a workmanship cleaning problem with this customer's rug.  The manufacture is responsible for any shrinkage.  We tried to fix the manufacturer's issues by blocking out the rug a larger size , better but not good enough for this customer.
  
  A decision will be made soon if there will be anything we can do to help solve this issue with the customer.  Even though the rug shrunk a bit in length and width more than what most rug manufactures allow or state is the normal shrinkage percent, we were able to block out larger.  The rug is very useable considering the age of the rug.  Even though there were no workmanship issues on ***'s part we will still attempt to work with *****************  We probably will help her with a depreciated amount and return her cleaning charge.  We might also allow her to keep her rug. I am not sure but I think she is thinking she wants full price for a depreciated product.  We will see soon.
  
  Thank you
  Dart
  

  
  

  Customer Answer

  Date: 10/20/2022

   I am rejecting this response because:
  
  as of receiving this response from the BBB I have not heard from ***** *** Cleaning or Woodbury Cleaners regarding a settlement to my claim along with the $206.56 I initially paid to have my rug cleaned. I am willing to work with ***'s *** Cleaning, but am waiting to hear from them.

  Significant details that were not included in ***** response to the BBB include the fact that they shrunk my rug from 108 x 96 inches to a current 103 x 93. The improvement that was mentioned (after having the rug an initial 6 weeks) was only 1/2 of an inch on one side. However, beyond the shrinkage ***'s did not include in their response the fact they burned our rug on one end and now the rug has a yellow tint on that side and the two corners are burned and disintegrated (in pieces). This is the direct result of the workmanship of ***** as it was not like this before I sent it back for them to fix the ripples they had put in the rug.

  The original cost of this rug was $1,775.34 (including the work of ****************). This does not include the amount I had to pay the designer for her work in picking out the rug. So I am currently out $1,775.34 plus the $206.56 in drycleaning fees for a total of $1,981.90 for a ruined rug in ***** possession. This rug is still available for purchase but is now $2,100 and does not include ****************'s cost which I am sure is now closer to $300-350.  

  I am asking ***** *** Cleaning to compensate me $2,000. This amount does not even clover the replacement cost of the rug nor shipping and binding. I also am asking for my drycleaning cost of $206.56 to be reimbursed to me. 

  Finally, it upsets me when ***'s talks about possibly returning MY rug to ME. In total they have had my rug for three months, and I have had no compensation and no resolution to the issue. They have my property.