I am disappointed with this company
I am disappointed with this company. Their product did not perform as claimed and they have refused to deal with the crux of my complaint.
I bought two rugs from them in 2015. I was told they had been pre-washed and would not fade further. They are both in a conservatory and so have been exposed to exactly the same amount of sunlight and have been turned regularly to even wear.
One of the rugs has faded. My complaint is not that this has happened, but the way in which it has faded, i.e. about one half has faded badly whereas the other half has barely faded at all. There is a distinct line between the faded and unfaded sections, which spoils the appearance.
I contacted the owner, Mr Erfan, explaining that I was not criticising the fact the rug had faded (even though I had been told this would not happen), but the way in which it had faded. The fact it had faded so badly in one distinct section rather than as a whole suggested to me that there was a fault. I also said I recognised that it was 5 years since I had bought the rug, but, by its very nature, fading takes a long time to manifest itself and, therefore, I could not have raised a complaint beforehand.
Mr Erfan refused to accept there was a fault, but offered my a 50% discount on a new rug. He felt he was being generous, but this would have left me out of pocket and did not seem an appropriate response. He repeatedly said that he could not replace a rug that had faded after 5 years and refused to accept I am not criticising the fading as such (which I would not have minded so much), but that the fading had been progressive and uneven with a distinct line between the two sections. This is a significant detraction from the rug's appearance and, therefore, unacceptable. It also suggests a fault rather than a natural ageing process.
His attitude can be summarised by his emailed response:
"WE ARE NOT RESPONSIBLE AFTER 5 YEARS AND IT WAS AN OLD RUG WHEN PURCHASED".
We knew it was old when purchased, which only serves to prove that it should not have faded, which might be expected in a new rug.
He had dismissed the matter by saying:
"... this is the final email."
Highly unsatisfactory!