Although I try to avoid leaving negative reviews, I feel compelled to ensure that others are aware…read moreof my experience working with Idin Rugs.
Several weeks ago, I took two rugs to the store to be cleaned, a 4x6 Peshawar and a 5x10 overdyed, hand knotted, oriental rug. I selected this shop because of its relatively favorable reviews on Google.
When I dropped the rugs off, I informed both people present, Mousa and Chuck, that one was an overdyed rug and both rugs needed cleaning and minor repairs. I then shopped in the store for additional rugs. The owner, Mousa, recommended I take several rugs home to try them in my space, which was a nice option I have often used in the D.C. area. I appreciated that courtesy. Mousa suggested that I return any rugs that did not work on Monday, at which time at least one of my rugs would be ready for pick up.
Early Monday afternoon, I called and spoke with Chuck, and asked about my rugs. He stated he would check their status and call me back in a few minutes. After more than an hour with no return call, I decided to go ahead and drive the 35 miles to the store.
When I pulled into the store parking lot, I saw one of my rugs hanging over a railing near the store entrance. Although the fringe on one corner had not been repaired as requested, the rug looked as though it was clean. When I entered the store, I notified Mousa that I was returning the rugs I had taken home and wanted to pick up mine if they were ready. When I was accompanying Mousa to my car to pick up the rugs I had tried, I saw a rug laying on the asphalt parking lot near my car, and it looked vaguely similar to one of mine; so I asked "Is that my rug?" When Mousa answered yes, I gasped in shock. The rug in question had large splotches where the dye had been removed, and it looked as though someone had spilled bleach on it. I responded, that it didn't look like my rug, and that I was going to cry because it was ruined.
The conversation that followed was bizarre at best. Mousa stated that he thought the rug came out good, and seemed surprised that I wasn't pleased. When I asked about the large spots where the dye had been removed, he stated that the rug had always looked like that. When I said that it hadn't, he questioned my memory and that perhaps I had forgotten what it looked like. He and Chuck then explained that the same process used to clean my other rug had been used on this one. He also stated that this was the first overdyed rug they had cleaned, and asked if I wanted them to try cleaning it again.
By the end of our conversation, Mousa requested that I leave both rugs with him. He would make the minor repair on the other rug and see what he could do with the overdyed rug.
Several days later, I returned to the store and saw the outcome of Mousa's work. He had painted portions of the overdyed rug and fringe in an effort to return it to the original color. His efforts caused further damage to the rug.
When I stated that I was still unhappy, he offered to not charge me for cleaning that rug. He also offered a $200 discount on another rug. Since I had paid $1,500 for the overdyed rug just a couple of years ago, I told him that was not acceptable. He then offered me a free rug pad for my 4x6 Peshawar rug that had been cleaned and repaired. In subsequent days and weeks, Mousa offered to discount another rug more significantly (by approximately $750) in an attempt to "make me happy." I did eventually find a rug that would work as a replacement, and when I notified Mousa to confirm my selection, he informed me that it had been sold earlier that day.
To sum up the issues, a $1,500 rug was ruined and no acceptable offer was made to correct the situation. I later showed the rug to two different rug dealers, and both stated that it appeared as though the cleaning process was not done correctly and that the wrong products were likely used. Both also stated that the rug was ruined and that they were surprised that the company that cleaned the rug only offered a discount on another rug as remedy for their error. Although the second rug was cleaned and repaired, a "crunchy" residue was left on the rug, and the repair to the fringe was poorly done. The rug had to be cleaned and repaired again elsewhere.
Lessons learned: Take photos of rugs before dropping them off to be cleaned. Ask about the store's policy to repair or replace rugs damaged as a result of their actions. Ensure that you have records to confirm the value of rugs that you are having cleaned.
