Trillium TLC
Reviews and Complaints

I sended my rug to be cleaned. They cleaned it for me, but the serging was riped and one edge of the carpet is completly detached from the carpet. I asked them to review the photos, they told me it came to them damaged like that which is false. They said I can come in to watch video of the rug being cleaned. How can I do that during corona virus restritcions?

I had a shellin woman coat for cleanin some stains and perform a touch up to hide the left over spots from the stain. The first attempt of cleanin and fixin the coat failed and the coat was sent back. After a discussion with a manager I was assured that on the second attempt the coat will look much better. After the second attempt I have not seen any improvement, more than that the coat was sprayed with some dye and looks worst. I contacted them for a full refund and after the initial request by email and 3 phone calls got nowhere. The company representatives are not respondin and clearly ignorin to cooperate and refund the $158,20 we paid for this low quality service.

We called Love your Rug (Trillium TLC) to clean our rugs. It was hard to figure out the cost 'cause they had to measure each rug at their warehouse. I asked them to call me before they started cleaning to let me know the final price. We're on a budget like most people, so I thought it was a normal request. If they record their customer service calls, they can confirm that I asked twice for them to call me. We arranged for them to pick up the rugs and a few days later, they called to say the rugs were ready and the cost was xyz. I asked why they didn't call me, and they said they forgot. Oops. The final price was more than we expected, but it's not just about the money. It's about how they treated us. I asked for a breakdown of the cost for each rug, and while they were telling me, I interrupted and asked for an invoice. They grumbled but sent me one. I don't think it's right for customers to have to pay without knowing exactly what they're paying for. So, my complaint is twofold. They didn't call before doing the work to tell us the cost, and they didn't give us a detailed invoice when they asked for payment. They eventually gave us the invoice, but I'm not sure if it's the customer's job to ask for it or if it's the responsibility of a good business to provide one. They still have our rugs.

On June 26, Trillium TLC, also known as Love your Rug, picked up my 100% wool shag rug for cleaning. They brought it back about 3 weeks later, but it was damaged. The threads were ruined, and the pile was all flat and tangled. I reached out to the company, and they said they could pick it up again and try to fix it. I didn't think it could be fixed because the actual threads were damaged, not just the flat pile. But I reluctantly agreed to let them try. They took the rug again and returned it to me after 2-3 weeks. They vacuumed the pile, but the rug was still unusable. It was completely ruined and tangled. The damage to the threads couldn't be fixed. I contacted the company again, but they didn't respond for 7 days. I had to follow up with them. I've been in touch with Jim S., their National Sales Manager, multiple times. He asked me to send photos of the rug and the receipt, so I did. But he doesn't believe they damaged the rug, even though I showed him proof. He offered to refund the cleaning costs, but I declined because the rug was so damaged that I couldn't use it anymore. I replied politely and asked him to reconsider, or else I would take the matter to Small Claims Court if he didn't respond within a certain time. Mr. S. ignored my email, and the deadline passed. I sent another email to Mr. S., asking him to reconsider because I didn't want to waste the court's time with such a small matter. But once again, he ignored my email. I gave Mr. S. pictures of the damaged rug and the receipt, so the company has those documents. I also told them they can keep the damaged rug because I won't use it. Before I go ahead and file a legal claim, I hope the ComplaintsBoard.com can find someone at this company who can be reasonable and find a solution. I explained to Mr. S. that if I have to take the legal route, I'll be seeking the full value of my rug, my legal costs, a refund for the cleaning, pre-judgment interest, and any other damages the court decides are fair. I've told the company that I don't want to go down this path, but I feel like I have no choice because they're ignoring my emails. Thank you