This was a sub-par experience to say the least. As I dropped off my oriental rug, they found every possible thing wrong with it you can imagine. The CYA list was extensive (and unjustifiable in my opinion), but I figured alright, that's just how it works - they don't want to be responsible for a problem they did not create, especially for an expensive rug like mine. I picked up the rug a couple of days, it was nicely wrapped and they loaded it into my truck. I thought that was a little weird, but went with it. You can imagine my surprise when I unrolled it at home and it was TORN. Long story, but ultimately it took me weeks and extensive negotiations to have them repair the rug, and they did not even refund my cleaning charge. The repairs itself was decent enough, but ultimately the rug has lost half its value. Still considering a lawsuit.