Purchased very expensive wool carpets. Loved the product - looked beautiful. What wasn't so pretty was the fact that these expensive carpets arrived with absolutely no care instructions - either verbal or written. We vacuumed the carpets in the normal way and it pulled up the pile and transformed it to an awful looking fluffy mess. No one had told us what to do and (more importantly) what not to do!
We contacted Carpet Sense and the response level was sad. Each time we called, they assured us something was being done. Week after week we got no further. Our designer called them and said how out of order the care and response was.
Eventually persistence pays off - we did manage to get a house visit by the rep and nearly 3 months after the complaint originated.... we got a resolution!
Excellent carpets - but be prepared to be mega persistent if you have a problem and mega patient in waiting for the resolution.