karie
Benisouk sold me a vintage rug with…
Benisouk sold me a vintage rug that smells like urine. The customer service department is a nightmare and ignores my emails. I’ve followed ALL of their cleaning and airing out instructions (something I shouldn’t have to do after spending $1200 on a rug) and the rug still smells heavily of urine. This isn’t my first vintage rug, so I understand the minimal smell that sometimes comes with them. This isn’t that smell, it’s 100 urine.
Response from benisouk.comJan 7, 2022
We are truly sorry to hear that you are not satisfied with your recent experience with us. You can return your rug with no questions asked within 14 days of delivery . To organise a return from the US after receiving the confirmation from our team, you have the choice to mail it to our address in New York . To organize a return from outside the US after receiving the confirmation from our team, we recommend that you use our services in order to facilitate your return. It will allow you to benefit from our preferential prices, avoid any additional charges and receive your refund or exchange quicker. All our rugs are made from organic wool , The odor of natural wool fades over time. However, to fasten up the process, here are some tips you can do : -Vacuum the rug so it’s nice and clean. -Bring the rug outdoors on a sunny day and let it absorb those awesome rays of sunshine. If there are any odorous bacteria smells this should help. -Allow it to stay outside but bring it in before the air begins to chill so it doesn't get damp. You may need to do this a few times but plain old sunshine will work wonders in removing the odors.