Sacramento Rug Works

This letter is in response to the complaint we received from [redacted] Sacramento Rug Works picked up area rugs from the [redacted] ’ residence on August At that time an invoice was signed by Ms [redacted] with the agreement to pay a total amount of $plus state sales tax upon return of her area rugs the following WednesdayThe $pick- up and delivery charge was included in the invoice at the timeThe following Wednesday we attempted delivery of the rugs to the [redacted] residence as scheduledOur delivery crew phoned the [redacted] residence to reconfirm delivery as they were heading in route to deliver the rugsAt that time, our delivery crew was told by Ms [redacted] that they did not want the rugs delivered and they would pick them upWhen Mr [redacted] arrived to pick up his rugs he was offered delivery of the rugs againHe chose not to have them delivered even after he was made aware of our policy that we do not split pick- up and delivery costsAt that time Mr [redacted] became upset and refused to pay the amount on the invoice that was signed by Ms [redacted] He was told if he didn’t pay for the service of cleaning, repairing and transporting his rugs he would not be allowed to pick them upMr [redacted] was provided a card and the name of our Owner at that timeThe employee at the time instructed Mr [redacted] to speak with the Owner if he wasn’t satisfied with the policySacramento Rug Works feels that we provided service that was signed for on the binding agreement attachedWe picked up the rugs, cleaned them, repaired one and attempted deliveryWe did not strong arm the customerHe refused to pay the entire bill at the timeWe received this discrepancy yesterday via emailWe have not been given a chance to retort and customer has already slandered us on yelp without any chance for SRW to take actions to this discrepancyObviously, the customer is not concerned with the response he gets from this complaint since the yelp review was the same day as the transaction date

This letter is in response to the complaint we received from [redacted]. Sacramento Rug Works picked up 2 area rugs from the [redacted]’ residence on August 20. At that time an invoice was signed by Ms. [redacted] with the agreement to pay a total amount of  $446 plus state sales tax...

upon return of her area rugs the following Wednesday. The $85 pick- up and delivery charge was included in the invoice at the time. The following Wednesday we attempted delivery of the rugs to the [redacted] residence as scheduled. Our delivery crew phoned the [redacted] residence to reconfirm delivery as they were heading in route to deliver the rugs. At that time, our delivery crew was told by Ms. [redacted] that they did not want the rugs delivered and they would pick them up. When Mr. [redacted] arrived to pick up his rugs he was offered delivery of the rugs again. He chose not to have them delivered even after he was made aware of our policy that we do not split pick- up and delivery costs. At that time Mr. [redacted] became upset and refused to pay the amount on the invoice that was signed by Ms. [redacted]. He was told if he didn’t pay for the service of cleaning, repairing and transporting his rugs he would not be allowed to pick them up. Mr. [redacted] was provided a card and the name of our Owner at that time. The employee at the time instructed Mr. [redacted] to speak with the Owner if he wasn’t satisfied with the policy. Sacramento Rug Works feels that we provided service that was signed for on the binding agreement attached. We picked up the rugs, cleaned them, repaired one and attempted delivery. We did not strong arm the customer. He refused to pay the entire bill at the time. We received this discrepancy yesterday via email. We have not been given a chance to retort and customer has already slandered us on yelp without any chance for SRW to take actions to this discrepancy. Obviously, the customer is not concerned with the response he gets from this complaint since the yelp review was the same day as the transaction date.

Review: We had two rugs picked up for cleaning. The rugs were picked up on August 20th. Instead a paying to have them delivered to my home I decided to pick them up from their location on September 5th. The guy behind the counter said I would have to pay the full $85 charge for pick up and delivery because it was part of a contract. I told him this wasn't a legally binding contract and since when can't the customer change their mind and pick up an item himself. He said this was the price, I can take the rugs but would still have to pay the full $85. So basically they wanted me to pay for a service I did not receive. They held my rugs hostage so I went ahead and paid it. I have no complaint of the work done on the carpet but the poor customer service and strong arming to make me pay for a service I did not receive is unprofessional.Desired Settlement: Refund for half of the $85.

Business

Response:

This letter is in response to the complaint we received from [redacted]. Sacramento Rug Works picked up 2 area rugs from the [redacted]’ residence on August 20. At that time an invoice was signed by Ms. [redacted] with the agreement to pay a total amount of $446 plus state sales tax upon return of her area rugs the following Wednesday. The $85 pick- up and delivery charge was included in the invoice at the time. The following Wednesday we attempted delivery of the rugs to the [redacted] residence as scheduled. Our delivery crew phoned the [redacted] residence to reconfirm delivery as they were heading in route to deliver the rugs. At that time, our delivery crew was told by Ms. [redacted] that they did not want the rugs delivered and they would pick them up. When Mr. [redacted] arrived to pick up his rugs he was offered delivery of the rugs again. He chose not to have them delivered even after he was made aware of our policy that we do not split pick- up and delivery costs. At that time Mr. [redacted] became upset and refused to pay the amount on the invoice that was signed by Ms. [redacted]. He was told if he didn’t pay for the service of cleaning, repairing and transporting his rugs he would not be allowed to pick them up. Mr. [redacted] was provided a card and the name of our Owner at that time. The employee at the time instructed Mr. [redacted] to speak with the Owner if he wasn’t satisfied with the policy. Sacramento Rug Works feels that we provided service that was signed for on the binding agreement attached. We picked up the rugs, cleaned them, repaired one and attempted delivery. We did not strong arm the customer. He refused to pay the entire bill at the time. We received this discrepancy yesterday via email. We have not been given a chance to retort and customer has already slandered us on yelp without any chance for SRW to take actions to this discrepancy. Obviously, the customer is not concerned with the response he gets from this complaint since the yelp review was the same day as the transaction date.