ComplaintsforIndich Collection

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish to lodge a complaint against Indrich Collection and its owner, **********************. My husband bought a wool rug from Indrich many years ago. The rug needed to be cleaned. I checked *******'s website and discovered that they had a contract with a mainland wool rug cleaner.I called their **** Street shop and was told that the rug cleaning service was handled at their Iwilei location. I called and was told to bring the rug in for an examination and estimate. I then brought it down to the Iwilei location. An Indrich associate again told ne that the owner would exam the rug to see if it was worthwhile to clean and to expect the owner to contact me. I then got a message from the owner. When we connected, ********************** told me that the rug had already been sent to the mainland and asked if in addition to the $750.00 cleaning fee, I would authorize an additional $500.00 to $550.00 for spot stai cleaning but with no assurance that such stain could be completely removed.I was taken aback and flustered as this was contrary to what I had been told the process was. As I thought more about what happened, I became very disappointed and decided to reach out to your organization to seek a resolution. I'm hoping you will be able to assist me to unravel this issue with Indrich Collection and its owner. Thank you. I look forward to hearing from you. *********************

  Business response

  10/31/2022

  This rug was received with stains and discolorations.

   

  We cannot determine if all the stains and discolorations will come out through the regular cleaning process.

   

  This is similar to an article of clothing with a stain. The clothing can be cleaned but the stain may still remain requiring additional treatment.

   

  Customer signed our disclaimer form / invoice authorizing us to clean the rug and it was shipped to LA.  (attached)

   

  After cleaning, we received an estimate to remove the remaining stains with the caveat that some shadowing may be visible after stain removal process.

   

  I contacted customer with this information and she said she would discuss with her husband and get back to me.

   

  She never got back to me with her concerns.

   

  Next communication was this complaint filed with BBB.

   

  I have now informed our mainland contractor that client is declining stain removal treatment and they are planning to return the rug to us with the next  cleaning consolidation.

   

  I will notify customer when the rug is in ******** ready for pick up.

   

  Due to the contentious nature of this transaction we will accept only cash payment to be made when customer picks up rug.

   

  We are not going to allow the customer to continue this dispute by cancelling a check or initiating a credit card dispute. 

   

  Let me know if you have further questions or concerns.

  Regards,

  ******* Indich

  Customer response

  11/01/2022

   
  Complaint: 18224672
  
  I am rejecting this response because: I would ask that the vendor send both the BBB and I a PDF copy of the signed document.  Additionally, I clearly remember that his employee told me that the owner, ******* would be calling me to discuss the cleanign of my rug due to the extensive stains as I had asked for an estimate for the work, given the the condition of the rug.  As such, I had thought the call from the owner was to discuss the condition of the rug and whether it would be worth having the rug cleaned at all.
  
  Sincerely,
  
  *********************

  Business response

  11/07/2022

  Here is what I would consider a fair resolution to this situation.

  We have acted in good faith in this situation.

  I could not tell the customer whether the rug was worth cleaning before it was cleaned because it is impossible to determine.

  The cleaning process is a multi step process with special soap that is intended to loosen and remove dirt and stains.
  

  I myself still do not know how it looks after the regular cleaning that has already been completed.

  We will just have to look at the rug when it comes back to ******** and see how it looks now.

  Customer can view the rug after it comes back from cleaning. Or I can text photos to customer if she wants to avoid a personal interaction.
  At that point, customer can decide if she will pay us in cash for the cleaning that we already completed or if she thinks the rug is too stained for her to use.

  If she does not want to pay for the cleaning  we will dispose of this rug at our discretion.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩