Very disappointed with my carpet cleaning experience. I had used Fully in the past and had a decent experience. We have a family room area rug that appeared to have some moths that laid some eggs on it. I contacted them immediately and disclosed the situation. They said they would come immediately to pick up. They were there very quickly which I appreciated - I said to them if it’s not worth cleaning (if there is a moth infestation for instance) to please let me know and I would be happy to pay for the pickup and disposal cost. They said it would be no problem to clean.
Days and then weeks went by without an update I finally reached out and they apologized for the delay and would contact the dry cleaner they source the rug cleaning to. They called me back and said they’ve asked for my rug to be expedited. They had the rug back to me within a few days which I appreciated. When it arrived I opened up the rug and it had not even been cleaned. It was in the identical condition that I had last seen it in. I called them immediately and explained the situation. Again they were apologetic and offered to pick it up immediately for recleaning. They had said that they were having problems with their dry cleaning partner and have sources out a new one. Don’t forget I’ve already waited a couple months for the rug and it wasn’t even attempted to be cleaned. They came and picked up. I waited another couple of months for the rug and had to follow up multiple times on the status - “working on it”, “pandemic” - the usual replies. Now, I understand we are in a new environment and there are delays and certainly have needed to adjust expectations and be a bit more patient but this was different. Finally it arrived after another 2 months and when opened it had a lot of damage to it. I had taken photos and emailed them how unhappy I was including the pictures of the damage. I was not only upset with the damage for the timing of it all. Four months is completely unacceptable for a rug cleaning. Their response about the first 2 months was laying blame on their choice of dry cleaning partner and that it wasn’t their fault? With respect to the damage - the person who responded to the email said that the manager (or owner) was away but would ask that it be addressed upon return. I had asked to be compensated or a comparable remedy for the ridiculous time delay and of course the damage done to the rug. Their response:
I have spoken to the owner in regards to your area rug again. Unfortunately although we can sympathize the situation is ultimately out of our hands. We have since cut ties with our previous dry cleaning contract due to this, so moving forward this will not again be an issue. We did send it out to our new dry cleaner at our cost for another cleaning and they do take photos on the rugs’ arrivals and made note that no further damage was incurred as a result of their cleaning. I do apologize we couldn’t find a more favourable remedy.
Needless to say I’m annoyed - out over $300 for a damaged rug that took four months to clean.
Brutal service and terrible results - would not recommend….
- Approximate cost of services: