Sheila B. on BBB 6 years ago
11/08/2017, 05:43 AM
Recently purchased replacement carpet for two rooms in our home from Rite Rug. The carpet installed in one room was stained, both on top and underneath. I didn't learn about this until the installation was completed on both rooms. The installer did not speak English and was unable to provide guidance, other than to show me my his cell phone pictures of the stained carpet. The stain on the back of the carpet was much larger than what appeared on the top, based on his photos. I called my sales person, who suggested I work with Rite Rug's Customer Care from that point forward, since the sales transaction had already been completed. I reached Asya Bradford, an extremely professional and courteous person, who immediately dispatched someone to my home to view the carpet and assess the problem. Their first solution was to try & clean the carpet. However, because I had seen the photos of the much larger stain on the back of the carpet, my fear was that in an attempt to clean the smaller stain on the front, it would also spread the larger stain from the back to the front. After thinking about it, I talked to Asya again and explained my concern that the carpet cleaning would only yield undesirable results since no one knew what had the stain was (it was a bluish green streak at one end), whether it could be removed and whether it would ultimately cause an even larger stain from underneath. She completely understood and petitioned on my behalf to simply have the carpet replaced, rather than try to clean it and most likely still have it replaced. I appreciate doing business with companies that hire outstanding people like Asya, because when problems occur, and they do happen, people like her help minimize the frustration when they listen to the customer and act quickly for resolution. Would we buy from Rite Rug again. Possibly - primarily because of how Asya handled this situation for us.