I dropped my oriental carpet off at Alexanians St Catharines on August 6,2020, and am still waiting for it to be returned on September 2, almost a month later. I have had a call from their head office telling me that it would be delayed and they would let me know when to expect it. However, they haven’t called me back, even after I called them twice.. When I called the St Catharines store, they just put me through to the cleaning dept. and I got a message saying all of the lines were in use. This is the second time I have sent my carpet there for cleaning and experienced a delay in getting it back. I am now so frustrated that I will find another cleaning service the next time I need to have a carpet cleaned. Having to wait a month for service and not getting any answers is unacceptable.
- Company Response
Hello Naomi B.
We apologize for our misstep in communication and the frustration this has caused. Thank you for bringing your experience to our attention and please know that an exceptional customer experience is our top priority. Unfortunately, we have had some challenges with logistics/shipping and scheduling due to the Covid-19 pandemic, and while we aren’t intending to use this as an excuse, it has resulted in some unavoidable delays. We understand our Cleaning Department has been in direct contact with you to advise your rug was shipped yesterday (Sept 2nd) to our St. Catharines store, and we will be calling you for pick up as soon as it arrives. We truly appreciate your patience, and once again hope you can accept our apology.
Most sincerely, Wendy Alexanian
Alexanian Carpet and Flooring