Zero stars should be an option. We had an awful experience. After three weeks I had to call to…read moretrack down our rug (really, this by itself was not a big deal). Delivery was scheduled, the time window for delivery came and went, and we never heard a thing from the delivery guy, so we left for our dinner plans. He called 30 min late. We know that stuff happens, but there was never a heads up earlier in the afternoon that he was running behind, and no apology on his part for not being in contact, and THEN when I told home we weren't home anymore he said "well what do you want me to do with your rug?" Rude and incredibly unhelpful in a situation that he created. BUT WAIT! Once our rug was delivered (by a different person the following morning), we noticed it had a strong fragrance-y smell. The rug was incredibly stiff when we got it back and when we vacuumed it lots of powder came up, perhaps a scented deodorizer?? There shouldn't have been residue left!! We chose Zerorez specifically because we were assured fragrance and chemicals were not used, yet our rug came back smelling like it had been dipped in some horribly fake floral scent. I contacted the guy who I had been in touch with, he said he'd get in touch with the rug manager, and that was a week ago. The smell has slowly dissipated but it's still there, and we just give up. Ironically, we've swayed friends and family from using Zerorez as they were all waiting to hear how our experience went before having carpets and rugs cleaned. We absolutely wouldn't return the rug to have it cleaned again, as we don't trust that it wouldn't arrive back to us smelling like fake dollar store perfume and baby powder. The customer service overall was crap, and the cleaning service was crap. Totally a bust. Our rug was so much better when it was dirty!
