Complaint Review: KIWI Carpet Cleaning Houston

I had 2 rugs picked up for cleaning in January. One was to be repaired at the same time. TODAY, I received my repaired rug. 5 months later and countless calls!
I have been told numerous times by numerous people that someone was going to look into it and call me back.
Only one person, Lori, actually bothered to follow through and make sure I got my rug back. Thank you for all of your hard work!

As for the more than 5 but less than 10 others that were looking into things......your efforts fell short.

I have learned that "we have a new manager over that department" starting in February. I was told on another occasion that the new manager, James, located one of my rugs but could not find my other. Could not find the other one.......the one that is in my house because it was returned in February. Another time I was told that James has my rug in his office and i would be called to set up a delivery time.

Yesterday, I get a returned call......first call actually returned where I got to speak to someone. One other person did leave a voicemail though they were not able to be reached again. I hear that James actually commented that several people had called him about the rug.

Several people spoke to James about a customer upset about a rug he still had after 5 months...... Are you stupid James?? If the first call was not enough, maybe the second call could clue you into the fact that something was wrong with your service. But, it took several. WTF?

I have been happy with my in home services with kiwi. But, the people that outsource rug repair and cleaning are terrible!!

I should not know that James got his job doing this in February, that there are a lot of rugs with customer name labels missing, that my rug was sitting in his office or that he has told this to several people and done NOTHING. I should not know James even exists.

My rug is clean and repaired. It now has fringe on it. I asked that it not be repaired with fringe. But, I dont feel it is worth losing my rug over to sent it back and ask that it be done correctly.

I just feel lucky to have my rug back. That was not really the feeling I was aiming for when I sent my rug off to be cleaned and repaired.

Murphy
houston, Texas
U.S.A.