I am writing to escalate a formal complaint regarding a Kukoon rug I purchased recently (order DUX051596440), after being unable to reach a reasonable resolution with your customer support team over the past two weeks.
When the rug arrived, it was in an extremely poor and unhygienic condition, containing a significant amount of dirt and dust underneath and within the fibres. This was particularly concerning as my child’s asthma unexpectedly flared up shortly after the rug was placed in our home, which prompted me to investigate the source. Upon inspecting the rug, I was shocked by the amount of debris present and immediately contacted your support team with photographic evidence.
Initially, I was advised that I could either receive a replacement rug or arrange a return for a refund. However, the situation has since become very frustrating as the only solution your team will now proceed with requires me to roll up and package the rug myself.
I have explained repeatedly that I am physically unable to do this due to the size and weight of the rug, and I do not feel I should be required to disclose personal medical details in order for this to be taken seriously. Despite explaining this several times, the same instruction has been repeated to me, without any meaningful attempt to find an alternative solution.
Because the rug arrived in such an unsanitary condition, I felt I had no choice but to pay for professional cleaning to make it hygienic for my home. This has left me out of pocket by over £450 in total, including the original purchase price of approximately £350 and the cleaning costs.
I believe it is unreasonable for a customer to receive a product in this condition and then spend weeks attempting to resolve the issue without a workable solution being offered. I have made every effort to cooperate and find a fair outcome.
At this stage, I would appreciate your assistance in resolving this matter. Given the circumstances,
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