[brontecleaning]

2 wks before christmas I cleaned a 3+2 sofa, 45% viscose, and polyester. I thought I had brushed the pile the same way, but I received a call from the customer concerned. I called round and yes some parts of pile on the fabric had dried the wrong way. I explained what had happened and said that it could be easily rectified by slightly dampening the pile and brushing the correct way. They where still concerned and would not let me correct the sofa, but agreed for me to take a couple of cushions away with me to bring back, which I did and in my opinion was back to normal. The next day the customer rang back to say they are not still happy, and looks like they are after a new one.
Advice please on what do you do next, when the customer thinks item is damaged and you know that there is nothing wrong with it, and they will not let you put the job right. The upholstery is 2yrs old, and they are comparing the cushions I have done to the swatch sample on the base.

[Deep Cleaning Solutions]

An insurance company will not replace used for new in this situation, they will take the 2 years depreciation into account, so drop that into the conversation with them. They also need to let you rectify the problem if their is one, if they want to take it further, i don't think they have. The problem with these suites is i don't think they look as good as they were when new and the dirt has been hiding it and when you clean it and even dress the pile correctly they just dont look the same and the light reflects differently therefore sometimes looking lighter ect after cleaning. I always pre-warn the customer before hand on these type of suites and if i get bad vibes i walk away.

[Max Campbell]

Assuming you're insured with a decent company, and if the cost of a suite is enough above your excess to warrant a claim, if the custy insists on replacement, just put it in your ins co's hands, and they will do all the negotiation with the custy. Custy may not be happy - as has been said, v unlikely to get new for old, etc, but they will take all the weight off your shoulders.

You should tell them (the ins co) about it ASAP anyway, in case it turns into a claim.

[Craigp]

I would not clean Viscose with a pile. It's water sensitive.

No offence but because it's viscose I can believe its not quite right.

You may have to let it go through insurers. Your be down whatever you excess is.

[PaulKing]

Customer has to allow you to rectify it, photo evidence and absolute comment on what they think is wrong. By all means tell them they will only get like for like with insurance and offer to refund clean cost if they like instead.

[PaulKing]

Also notify your insurance they might want to deal with it, in which case hold on to the payment

[Jim_77]

Best advice for this situation already been given IMO.

This serves as a good warning to the less experienced though - you can wet cleaned a lot of viscose velour fabrics but ALWAYS wet a test area and fully dry off with a hair dryer before committing to the clean!!!  If the test patch does not blend back in to the surrounding fabric when dried off, either switch over to dry cleaning methods or tbh if it was quite dirty I would walk - dry cleaning isn't really going to shift it.

A lot of customers will accept a texture change as a sacrifice for good cleaning results, as long as you put them fully in the picture and the result is the same all over.

[Max Campbell]

Should have said in my first post - wet cleaning viscose will lead to flattening of the pile. You MAY get it back with hours of brushing, but it's probably never going to be the same again.

Jim's comments good advice, but you can do a quick crush test to give you a quick answer. Viscose velour and nylon velour can look very similar. Wet your thumb (spit doesn't go down well with most customers) and crush an unobtrusive bit near the edge at the back - apply as much pressure as you can. If after releasing you can't see where your thumb was - carry on. If you can see where your thumb was, walk away.

[garybristow]

if you are totally sure it is fine ,i would tell them nicely that in your opinion they are as they was,and leave it at that
offer to give them there money back if you think thats suitable,if not stand firm and offer some discount if they use you again making it clear its apr exercise and you do not accept that you have made a mistake
call there bluff if its not a good customer,most people give it the biggun but dont back it up with any action
gary

[Simon Gerrard]

We don't clean viscose because it is a pain in the backside and not worth the hassle / risk of the very thing you have encountered (which always tends to be for the customer from hell)
All you're actually required to have done is take 'professional care,' whether that would be covered by knowingly cleaning a viscose suite is open to question. You need a carding brush to reset the pile. You should go back and take pictures of what it is they are concerned about and perhaps offer them their money back but do so only as a gesture of goodwill without it being any acknowledgement of fault. If you don't believe the suite is ruined (and it would have to be to claim for a new one) then offer to carry out whatever remedial work is necessary, hopefully they will say they don't want you to do that which will completely bugger up any subsequent claim. If you think the suite isn't right, but isn't ruined you could offer them a damage allowance, but do it in writing.

Simon

[Paul Redden Countryfresh]

Comparing the finished result with a un-used swatch is ridiculous. Its a well known fact viscose wears
badly no way is it going to match the swatch. I woud have misted solvent over the fabric after grooming.
You could try a hot solvent clean.

I get some referrels from a upmarket furniture shop
Did one recently with same viscose percentage went for dri-clean option and slept like a baby