RevitaRUGS

Review: My rug went into repair in November for a vomit stain on the rug. I was told that my rug was vegetable dyed and that the particular area of the stain could not be guaranteed treatment.

A week later the rug was returned with several problems:Fact is the rug is missing fibers and the end fiber integrity was destroyed. Additionally the color has changed and there is a hole in the rug. [redacted] the national sales manager came to my home to and promised me that the rug would be fixed: he showed me before and after pictures where fringing and color stains were not evident before and after but told me that the fringes would be fixed, the color would be fixed, and the hole would be fixed.

The rug was picked up on December 7th.

After [redacted] didn't answer my emails or questions via email, I received the following email on December 18th:

Hi [redacted].

Just to provide an update for you, we have repaired the small hole in the rug. As for the pre-existing color run, our artisans are a bit backed up with an overload of work, we have not started that process as of this point. I know we discussed a week turnaround, however, with the workload and the holidays, we would be targeting after the first of the new year. Please let me know if you still want us to work on it OR if you want us to return it. We can have it delivered this Friday if you wish.

Thank you and best regards, [redacted] After this email I received no further communication.

When I called revitarugs before the new year, I was informed that [redacted] was a contractor whose term was up. I was promised a phone call from [redacted] on January 6th and still have not received on. I still have not received my rug. It is January 7th. At this point, I consider this theft. There is no word about when I am receiving my rug and no promises about repair. There is zero accountability.

I have a work order #[redacted] which is not fulfilled. I have a complete lack of communication and damage to my rug.Desired Settlement: Expedited repair and return of my rug, fix of color run in all areas except that of immediate vomit stain, repair fringing cuts, repair hole in rug. If this can not be done, I request that the full price of the rug be reimbursed to me.

Business

Response:

Dear Mrs.[redacted]:

There is no doubt that we owe you an apology for our former employee's lack of professionalism and follow-up. Your rug has been washed, fixed, and ready since January 8th for delivery. Our Sales person informs me you asked to speak with a manager, especially since [redacted] was no longer with us. He had you speak with our Business manager, [redacted]. She has sent you e-mail, called and left a message and has not heard from you.

I believe the delay and miscommunication in getting your rug back to you has made it very difficult for you to respond back to anyone at Revita. But, our inability to deliver on-time is not theft, and we hope you find it in your heart to excuse this incident. I have personally taken serious corrective action in this matter, we value your business and we don't take this lightly.

I have cut and pasted the e-mail from our e-mail server from Ms. [redacted] sent you for your review. I also have included 2 photo taken at your home and a final photo of the rug in this communication.

If you look at the fringe photo, you will notice the uneven fringes on the top part. Please let us know when you like your rug delivered.

From: [redacted]

Sent: Thursday, January 9, 2014 3:38 PM

To: '[redacted]'

Subject: RE: [redacted] please call me regarding the damage to my rug

Ms.[redacted],

Thank you responding to me via email and I am following up to myvvoicemail I left you this morning. I would like to start by apologizing the lack of customer service you have received from our former Sales Manager, [redacted]. I was away from the office and your concerns were brought to my attention Tuesday morning upon my return. I hope you understand that I absolutely am

appalled with the manner that one of our former employees was completely unprofessional did not fulfill his promises he made to you. For his lack of professionalism I do apologize as I was not made aware that this was going on.

At this time I have attached the before and after pictures for your reference to assure you that your precious rug is intact and is not at all means ruined. All of your concerns were addressed regarding the hole in the rug as well as the color run at no charge.

Your rug at this time is ready for delivery and you will be able to see the wonderful turn out of your rug in person. I would like to assure you that we pride ourselves in our work and providing a unique service to our customers is what we strive for.

I do apologize once again as I had stated in my message, [redacted] is no longer with revitaRUGS. I can assure you that his lack of customer service is not a representation of what RevitaRUGS standards are. The customer service response is within 24 hours of the rug in our possession it is fully inspected and communicated back to our customer via email if the customer

has one or via phone to inform them of the before picture as well as all of the findings during our inspection. For the terrible customer service he provided you I can extend a 20% discount at this time on the deep wash service (and we have fixed the issues at no cost) which you will see reflected in your invoice.

I can assure you that we have specific procedures that are to be carefully followed here in our training with our staff. For insurance purposes of servicing museum quality rugs we have security systems installed that have date stamped each and every rug that is in our facility as well as it’s process. The pictures are taken upon inspection and are

uploaded to your own personal customer file. At Revita we understand that there are valuable rugs to each of our customers in addition to our museum quality rugs we service and we want to insure that the rugs are at its best quality while in our care.

If you could please contact Revita to set up your delivery appointment I would appreciate it.

Kind Regards,

BUSINESS MANAGER