We had six oriental rugs cleaned and some minor repairs on two of the smaller rugs.
Ayoub was prompt and professional in pick-up and delivery of the rugs. The cleaning and repairs were well done and the pricing competitive. The only problem was that when the largest rug was rolled out, there was a large wrinkle/crease across most of the width of the rug. We were told that once flat it would smooth out, but it did not, so we called to have it fixed. Ayoub was very responsive. They picked it back up quickly, and needed to some time to try various techniques to smooth the creased area before returning the rug. The crease was largely removed although there was still a smaller an area with a light fold visible. Again, we were told that this would smooth out over time. It's really much improved, but we have put some heavy books on that area and are hoping for the best, i.e as crease free as the rug was prior to cleaning. Again, Ayoub was generally great, but their process created the crease problem and the unanticipated loss of the rug for about ten days was inconvenient, especially as we were entertaining guests. As a result, I'd have to say we would not use them again.
Service Provider Response
Dear Member, We apologize for the delay in getting your rug returned in time for your guests, in cases like this when a rug develops a crease it can take time to correct it and we do not rush these corrective measures. Your 5 other rugs were returned without issue, 3 of which were also hand woven, just like the rug that creased. Unfortunately, cleaners cannot predict what a rug will do since every rug, no matter where or how it is woven, can have variances in weave tension and rugs react differently to cleaning. Rugs like any other textile do shrink to some degree and we do our best to limit these occurrences. The diagonal creases were caused by varying weave tensions causing the rug to buckle (crease). Rugs like yours are typically hung in our dry room and in some cases a "pole mark", which is completely correctable, does happen. Your rugs are handmade and the knots are not always consistent in tension throughout the body of the rug. In closing our process did not create the problem, it was an underlying issue that was revealed during the cleaning process. I hope this better explains the situation and respect your decision to not use us in the future however please know we would be more than happy to keep serving you if you decide to change your mind. Sincerely, Brian Supanich General Manager
