I have previously used Rug Doctor to purchase a rental hire of one of their carpet cleaning machines. First time all went smoothly and I was impressed by the service. This time around, I can not say the same thing.
Monday 9th Feb I received my purchase hire of a carpet cleaning machine, cleaning products and floor drying fan. On receipt, the box in which the carpet cleaning machine was in, was completely saturated. The cleaning products had leaked and were only 1/4 full. The carpet machine was broken. The prongs on the plug were bent and parts of the machine were inside of the dirty water tank. The machine itself was filthy. I called customer services. I was refunded £16 for the cleaning products. I was told that they would send out a new box on Thursday 12 Feb and collect the machine on Friday 13 Feb. The box arrived on said date. However 20 minutes later the courier arrived to collect the broken machine, which I had not yet had time to package. The courier returned the following day to collect the machine. At the time of the original complaint, I was told that a new machine would be delivered on Monday 23 Feb. This did not happen. Even after following up with Rug Doctor customer services and being promised that it would. I logged another complaint and was refunded a further £20.00 and was told that my delivery would be flagged for next day delivery Tuesday 24 Feb. By 17:00 on Tuesday 24 Feb I had not received anything, so decided to call the courier myself. I spoke to a lady, whose name I forgot to take down (my mistake as she was a nightmare all on her own) I asked if my delivery was still on its way and she said “if it’s not there by now I highly doubt it” she then mentioned that it would again be out on delivery for the following day. I asked her if this was for certain, to which she responded “nothing is ever certain I’m afraid”. This morning, I again called the courier and asked to follow up on my delivery, this same lady obviously recognised my voice and put the phone down on me.
Rug Doctor have now refunded me the remainder of my money. So they have made an attempt to rectify the issue. However this was only because I eventually contacted a manager at Rug Doctor who took my complaints seriously.
All in all, a complete waste of my time and energy. And the worst part is…I still need to clean my carpets!
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You can find a Rug Doctor carpet cleaning machine in over 3,300 rental outlets across the UK and Ireland. Some 90% of UK households are no more than a 10-minute drive away from their nearest provider.
