Hadeed-Mercer Rug Cleaning

Review: On July 25, 2014, I left a rug for cleaning with [redacted] of Hadeed-Mercer Rug. [redacted] left me a receipt showing that the total cost was $16.14 and there was a zero balance. I would be happy to provide a copy of this document for your review.

On Friday August 8, I stopped by the shop to pick up the cleaned rug. I did not bring the original receipt with me because I had been told that I had paid in full in advance and all I needed to do was pick up the rug. When I arrived to pick up the rug, I was surprised to be told by [redacted] that I had not paid in full and that I needed to pay an additional $22.19 or that the rug would not be returned to me. No explanation was offered why the price was different from what I expected, simply that I was wrong when I said I had paid in full. I was taken aback by the aggressive and, in my judgment, unprofessional tone in [redacted] conversation with me. Feeling I had no choice, I paid the additional $22.19 and departed with my rug.

Over the weekend, I pulled the original receipt from my file and confirmed what I had told [redacted] on August 8 – namely that the receipt [redacted] gave me showed that I had paid in full and there was no balance due. On Tuesday August 12, I returned to the shop with a copy of the original receipt. At that time, I was told, for the first time, that [redacted] had made a mistake and undercharged me for the rug when he left me the original receipt on July 25. I asked why I wasn’t contacted when the shop discovered the mistake and asked if I wanted to proceed with the rug cleaning at the higher price (more than double what was originally quoted to me). The bookkeeper told me that she couldn’t see any reason to notify customers when the quoted price was too low and would increase and doing so would be too much work for the office staff. Although [redacted] and the bookkeeper didn’t use these exact words, the message delivered to me on August 8 and August 12 was that Hadeed/Mercer is free to double the agreed-upon price without notifying the customer or seeking the customer’s approval to proceed at the higher price and that Hadeed/Mercer would not return my rug unless I paid the higher price to which I had never agreed.

Hadeed-Mercer sent an e-mail questionnaire asking about my experience, and, on August 12, I provided the above summary along with copies of the original and revised receipts. As of today (September 2, 2014), I have not received a response.Desired Settlement: I think Hadeed-Mercer should honor the original contract and should not have insisted that I pay more than double the agreed-upon price if I wanted my rug back. I also think Hadeed-Mercer should adopt the practice of notifying customers in advance if the agreed-upon price was going to be increased and obtain the customer's consent before proceeding at the higher price. Thank you very much for looking into this.

Business

Response:

The Business reached out to the Revdex.com and stated they would be refunding the $38.33. A check will be mailed out today.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10203857, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

On October 1, 2014, Hadeed Mercer Rug Cleaning agreed to mail me a check for $38.33 to resolve Revdex.com complaint ID [redacted]. It's been a month, and I have not received the check.

Hadeed Mercer agreed to mail me a check for $38.33 to resolve Revdex.com complaint ID [redacted], but they have not done so. This is a repeat of the behavior that led to the original complaint -- not keeping promises made to customers (and, now, to Revdex.com).

Business

Response:

Good evening [redacted]

My apologies for the delay in getting back to you. I wanted to reach out to you personally to assure you that the check was mailed. Unfortunately, it appears that the correspondence was mishandled during the delivery process. I have just printed another check, #[redacted], in the amount of $38.33 and will mail it this evening.

A copy of the check has been emailed. Should you have any questions, please feel free to contact me. Wishing you a lovely weekend J

Best regards,

Review: Hadeed cleaned my 5x6 rug that was brand new with no damage. When the rug was picked up (after it was cleaned) one edge was cut and the surging/binding was unraveled. The individual at Hadeed first claimed it was an old rug. When he was told that it was a new rug, just bought within 30 days, he said it was a cheap rug and offered to repair it for $90.00. When he was told that the rug had obviously been damaged/cut while in Hadeed's possession, he said that he would have the "Inspector" call us to resolve the matter. The Inspector never called.Desired Settlement: I would like Hadeed to repair the damaged rug at no cost to me.

Business

Response:

If the customer brings the rug back in or we pick it up whichever one works best for the customer we will repair the rug no charge. I am curious why they would send a rug in to have cleaned that's only 30 days old? Regardless we are willing to repair it. Thank you. Joe hadeed

Review: July 22, 2013 Mercer-Hadeed was to repair one end of my [redacted] rug so that it looked like the other end of the rug that was not damaged. A considerable amount of the rug was cut off and a fringe was woven in that did not match the other end in color, length or texture. When I picked up the rug (July 27,2013), I returned it the same day. A different employee wrote up a 2nd ticket with the explicit instruction to call the customer who was not satisfied. No call was made. The company said the rug was complete in one week. I picked up the rug and no visible changes were made. I left the rug to be seen by the owner who was supposed to call me. I returned his August 12 call requesting that I use his personal number and got his voice mail and left a message on August 13. I called again on August 19 and left another message. I called again on August 26 and [redacted] finally called me back. He denied that there was a problem and suggested I pay $120 (later discounted to $96)to have him do the other end since I wanted the two ends to look alike. He accused me of "twisting" his words, wanting him to do work for free and hung up on me twice. I picked the rug up on August 27.Desired Settlement: Credit for the repair that resulted in the rug being in un-usable condition.

Business

Response:

Dear Revdex.com,

We are in receipt of the customer complaint emailed to us on 8/30/13. Thank you for forwarding this to us and the opportunity to respond.

Prior to writing this I spoke with [redacted], who originally handled the transaction with the customer, and to [redacted], who spoke to the customer about her complaint.

The work requested, agreed upon and authorized by the customer was to hand wash a 3'1" X 5'10" hand knotted rug ($[redacted]), repair an un-raveling corner at one end ($[redacted]), and reweave the fringe at one worn end of the rug where the rug had lost border and was un-raveling ($[redacted]).

[redacted] reported the rug looked beautiful when completed, and that the length of the fringe at the old end which was untouched (except washed) matched the length of the fringe at the newly re-woven end. The similarity discussed between the two and promised by [redacted] was in the length of the fringe, not the look, as one end is new cotton fringe, and other end is 60 year old cotton fringe. When the job was finished and the customer picked up the rug, she returned with the rug, not satisfied with the corner repair on the edge (the serging). This work was re-done to the customer's satisfaction by reweaving the corner again.

With respect to the re-weaving of the fringe, the end which was re-woven was completely worn into the first border, such that the foundation weft and warp threads were compromised, and much of the pile knots woven into the border were loose or missing. Before new fringe can be woven into the end of the rug the end of the rug must be overcast from one side to the other. To the extent some border yarn remains, it must be removed down to the point where a straight uncompromised weft strand exists, whereupon the end of the rug is overcast by whipstitching such that the overcasting covers the weft strands at the edge warps. This recreates the structural integrity at the end of the rug to prevent further un-raveling, and the re-woven fringe is then sewn into the rug strand-by-strand. his is a detailed and time consuming process, but preserves the rug from further fraying and enhances the look by having fringe on both ends again. There is another restoration option in situations like this, which is to re-weave the entirety of the worn end of the rug, adding new rug to the border and building it back out to its original size, then re-weaving new fringe into the rug thereafter. This option is more costly and the customer did not wish to pursue this option.

Further with respect to the complaint that the two ends no longer matched, [redacted] patiently explained to the customer during their first conversation that there is no way new fringe on one end and 60-year old fringe on the opposite end would match with respect to color and texture. He also conferred with [redacted], and [redacted] advised him that it was only the length of the fringe which he and the customer discussed as matching on both ends. No one at any time represented that the color and texture would match, although both ends consist of white cotton strands, one side is new cotton, whiter than the old, faded, and worn cotton on the other end. [redacted] called the customer back, again explained the foregoing, and offered to re-weave the fringe on the old end at a discount ($[redacted]) to have the two ends match. The customer declined the offer.

The customer did pick-up the rug thereafter, and signed her service invoice "Received and Accepted" confirming the resolution of this matter. If the customer wishes to re-consider the offer to have the old end rewoven to match the new end, we will extend the same discounted offer.

Please let me know if you have any other questions or concerns.

Sincerely,

Review: I sent 3 rugs out to be cleaned by Hadeed on May 10, 2014. We have 2 small dogs, and the rugs had normal "traffic" on them. All of them were in "like" new condition as far as any frays go or major stains.

The rugs were delivered back to my house on May 21, 2014. 2 of them were fine, however, one of the rugs had 2 rust stains on the corner which were not on it before it went to Hadeed. The rugs sits in our Master bedroom, and doesn't even have furniture sitting on it. So I was extremely surprised to see 2 rust stains in the corner of the rug. I sent it back for a re-clean. Upon several phone calls, I spoke with [redacted], and he said he had inspected it, and it was light stains from it looked like the pets.

The rug was brought back to me after the 2nd re-clean, and the 2 rust stains were clearly visible, so I sent it back to Hadeed for another cleaning.

This past Saturday, The rug was delivered a 3rd time to my home with still signs of the rust stains, but this time 2 of the 4 ends of the rug were not in tact and bound the way it was sent out. There was now a row of rust down both ends of the back of the rug and there was space from the wool on the rug to the binding. I have pictures to show the rust and the binding damage to the rug.

I made multiple calls to Hadeed and left messages with [redacted] He said he would look into it, and that his inspector said it was normal wear. Again, I was fine with the small pet stains, however, the rust stains...I wasn't alright with and the damage to two ends of the rug. I emailed pictures to [redacted] and [redacted] to show them the damage. They tried to tell me they hadn't done anything to the rug but clean it.

I received an email from [redacted] Aug. 4, 2014 saying he would call to chat between 9:45 and 10:00. After not hearing from him, I left messages and sent emails stating my disappointment in the level of customer service I was receiving. He sent an email saying he had a meeting at 11:00 and would call after 1 pm. I finally received an email from him last night saying his wife was out tending to her elderly parents and he was home babysitting his children, and my rug was in his possession. He also said he was going to consult with his technicians on the issue and get back with me that we didn't need to talk until after he had discussed it with them. I already knew this because when I called the Richmond office yesterday, they said they had loaded my rug into his personal car, and he was taking it back with him to [redacted].

I did receive a phone call from [redacted] on Aug. 4, and he was unaware of all that had already gone on that day with the rug situation and that [redacted] had the rug in his possession. He did state that the rug is fairly new and shouldn't be coming apart in any way.

He said he had seen my rug after it was cleaned. I was surprised he inspected my rug and allowed the delivery of a damaged rug back to a customer. I then asked if he had seen my rug since it had been damaged and he said he saw it after it was cleaned. I then emailed him pictures of the damaged rug as well. He assured me he would be calling me the next day. Again, I'm having a hard time believe this since no one has called when they said they would yet.

Hadeed is trying to say that the stains were in the rug and come out during the cleaning process. I find this hard to believe since there is nothing that sits on the rug and my pets are wearing iron or metal shoes. The original ticket described "traffic" as the condition. There was nothing about 2 rust stains on the rug at all. In fact, the pet stains weren't even mentioned on the original ticket.

The rug was purchased on Jan 28, 2012. It's a fairly new rug, and I want the rug to be replaced at this point. I don't want Hadeed to have someone "fix" the rug. They don't seem to be able to properly "clean" a rug let alone "repair" a rug. I have the original invoice, and am willing to provide it to the Revdex.com and Hadeed. Since the rug has been cleaned multiples times to get a stain out that occurred while in the care of Hadeed, and now the quality of the rug is in question due to the multiple re cleans.

The delivery guy even knew the rust stains weren't on there originally and that the rug was damaged this last time he delivered the rug. The same delivery guy has been to my home every time and knows exactly what's been going on. He knows it's not his fault, but sees what I've gone through with this company.

I've been very patient with Hadeed since May, but feel as though this matter needs to be resolved and over.Desired Settlement: I would like for Hadeed to replace the rug with an exact same, new rug, or give me the amount that we payed for the rug on our invoice from La Difference $1,051.36. I don't care to have my rug returned to me after having to be re-cleaned so many times and the quality of the rug is not the same as before it went to Hadeed.

Business

Response:

Good afternoon [redacted],

Joe asked that I follow-up with you regarding [redacted] Complaint. The outlined repairs have been completed and they look great! Consequently, [redacted] rug is scheduled to be delivered tomorrow.

Should you have any questions, please do not hesitate to contact me.

Many thanks,

Comptroller

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On March 12, 2014, I spoke with an employee by the name of [redacted] to set an appointment to have my oriental rug picked up for cleaning. [redacted] explained to me that they were having a winter special. I shared with her that I did not want to have the rug picked up until April 26, 2014, she stated that I would still receive the special price because she was going to make the appointment that day. I explained to [redacted] that my rug was a very expensive oriental rug and the measurements were approximately 8 x 10. She quoted a price of $80 and said with the 25% discount, the price would be $60. I shared with her that I expected the cost to be more because of the size and quality of my rug. She said that was the price they charged, they would keep the rug for 7-10 days because of the weight of the rug. I said that was okay because we were going to be out of town for a week.

On April 26, 2014, two employees came to pick up the rug and said I would need to pay a deposit of $75 because this was an oriental rug and an expensive rug. I stated that I spoke with [redacted] and she only stated that the rug would cost $60 to clean. I called [redacted] and she stated that she did not tell me that the rug would cost $60 and that her delivery employees needed to move on and I needed to decide if I wanted to proceed with the pickup. I took a picture of the rug, and wrote a check for $75. I immediately called the toll free # [redacted] and spoke with [redacted] about my concern. She assured me that [redacted] would call me and resolve the situation. I also shared with [redacted] that I had written all this information on my calendar and I was very concerned because [redacted] was very rude and yelling at me during the conversation. I was surprised because she was very nice when I made the appointment. [redacted] also stated that the calls are recorded and I told her that was great because I remember and documented the conversation with [redacted]. After not hearing from [redacted], I called [redacted] again on May 05, 2014 and left a message on her direct line that she gave me. I called again on the toll free number on May 06, 2014 after not receiving a call from the message I left on her direct line. When talking to [redacted] on May 6, 2014 she stated she thought [redacted] was on vacation last week, however, would go and speak with him right away. She stated that she was surprised he had not called and I shared with her that the only correspondence I received was a voice mail and email from [redacted] in quality control stating that it would cost $840 to stop the beige color from bleeding on the rug. As of today, May 09, 2014 I am still waiting to speak with the owner [redacted].Desired Settlement: I expect a phone call from [redacted] to resolve this situation and return my rug in acceptable condition and for an acceptable price.

Business

Response:

Revdex.com spoke with [redacted] from the business and he stated that he has been in contact with the consumer. They agreed on $150 and he will do extra staining work for the consumer free of charge.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: H-M cleaned and stored 5 rugs for us from 6/2015 to 9/30/2015. However, only 4 rugs were returned. I was told the 5th was left on the dock in Springfield and would be delivered the next week. Two months later and numerous calls later and I am no closer to getting my rug. The only response I have gotten is that they are "looking" for it. Springfield says it is in Richmond, Richmond says it is in Springfield. When asked when the rug will be declared lost and they will replace it they say they will find it. I contacted Mr Hadeed and he assured me , over one month ago, that he would resolve the problem. I haven't had a response from him. H-M seems to think if they loose your rug you will go quietly away and say, "Ok, and thanks for returning at least 4 rugs". Unbelieveable. Isn't this theft?

Business

Response:

Revdex.com spoke with a representative who stated that he understands this has been a lengthy process, but to ensure definitively that the rug is indeed lost they are doing a final year end inventory. He stated that if the rug is not found in this final inventory, they would reimburse the customer for the value of the rug. He stated that the inventory is set to be finished and a decision rendered on January 19, 2015, and that at that time they will either make arrangements to return the rug if it is found, otherwise they will reach out to the customer directly to determine the value of the rug to reimburse.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Very dissatisfied. Added on additional services during a promotion. Ruined one of the two rugs they cleaned. They want me to pay for additional work on the rug. After 3 calls to "[redacted], who promises "J[redacted]" will call me back to discuss, I've never received a call from him. They still have my rug, which was handed down to me by a grandmother.

Review: When I called I told them the rug was wet and they did not say there was a fee for wet rugs. I took it outside from the attic as it was dirty and it rained. A man called and asked me if I wanted it sewn up or deodorized and I said "no," so it turns out I could have had those services instead of the wet rug fee but I was not told that. They are skirting the price complaint issue, which you do not cover, by doing these service issues. Most unfair.

I always had such good results with [redacted] that they bought so I thought I would give them the business but never again. I could have bought a new rug for what it cost me to clean this one.Desired Settlement: This issue should be listed with the Revdex.com for this company as they are skirting the complaints you will handle by doing these hidden services.

Business

Response:

8-27-15Complaint ID: [redacted] I am responding to the complaintHadeed Carpet Cleaning received regarding [redacted]. I contacted [redacted]regarding the wet rug fee on her order. We are happy to refund the amountrequested of $85.32. I called to get the information needed to process therefund, but she was unable to give it to me at that time. I offered to call herback at a more convenient time or send her a check, but she said she would callback with the information. Should you have any questions orrequire additional information, please do not hesitate to contact me. Otherwise, many thanks for your time andattention to this matter. Best regards,

[redacted] "If you stand on it, we stand behind it"

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I called and received a quote on a rug cleaning of $109.00. They came and picked up my rug never stating that they could not do it for the amount quoted. They cleaned the rug and brought it back to me and proceeded to give me the bill that was more than 2 times the amount quoted $235.36. When I questioned this I was told that "this is the way we do things! We don't know what the original quote was and we don't contact the customer with a change of price. We are very sorry and have a nice day!" Since when can you give an arbitrary quote and then charge what you want without notifying the customer? And this, by their own admission is their standard operating procedure.Desired Settlement: Billing adjustment to amount quoted and for them to stop this unethical practice.

Business

Response:

[redacted],

WORST customer service ever. Every communication has the tone of you should be glad to do business with us. Communication is one way - you calling them. It's definitely not the old Mercer Rug Cleaning business. [redacted] will get my business next time. I support truly local businesses who respect their customers.