Mark Gonsenhauser's Rug & Carpet Superstore

Mark has the best price for in stock quality hand knotted rugs. He also can find the very best and rarest Persian silk rugs.

Brought the rug home and immediately smelled cat urine. Called them and they said bring the rug back and they would repeat extraction. When we brought the rug home it smelled ok . Put the rug in my bedroom and the rug still smells. This cleaning and extraction cost about 800.00 which I thought was expensive. I did not call them or take the rug back. I figured if they couldn't get the smell out with 2 cleanings it wasn't worth the time. I was dissappointed.

We also take the rugs back to get them cleaned or repaired. I may be able to get rugs cheaper elsewhere, but I don't know anywhere around here with his selection. Anytime I've taken the rugs in to be cleaned or repaired, they always beat the date that they give me.

In August of 2016, I took three handmade rugs to the store to be cleaned. I had purchased these rugs when I was completing some military service in Pakistan so they were very important to me. About 4 weeks later I went to pick them up and 2 of the 3 were cleaned satisfactory. However the 3rd one, which was 4? x 6?, had extensive color run across 80% of the rug. I paid almost 175 dollars for this rug to be cleaned by itself, since my dog had an accident on it and urine extraction was fairly expensive. When I questioned the young lady on the floor she was helpful but unsure what to do. She promised to talk to Alex and call me 2 days later. No call so I called back 5 days later. Alex was busy but he would call me back. 2 more days pass and no call so I tried again and was told Alex was busy but he would return my call promptly. After I explained that was yet to be done, the sales lady promised me she would take care of it. Alex did return the call this time and I explained my concerns of the color run across the rug. He said, ?well you signed the waiver about that when you dropped it off right?? I explained that I did sign a waiver after it was explained that the color run was improbable and if it did occur it would only be minor and where my dog urinated. Having said this I was unhappy and Alex agreed to talk to the owner Mark regarding my concerns. Today after nearly 4 weeks, me placing 5 more calls to the store, I finally talked to Alex again. He advised that he talked to the owner and I signed the waiver so there was nothing they would do but and I quote ?there is an old Persian dude in New York that can fix the color run but in will cost in the hundreds, I mean hundreds.? I asked why avoid my calls, keep my rug for an additional month, just to say there?s nothing to be done and then try to sell me an additional service? He advised, ?I?m just a manger and I don?t have that authority.? At the end of the day the rug is damaged and if I?m to believe the store, color run only occurs where a dog pees and 80% of the rug has color run which is impossible. I?m no rug expert, nor is that the point. The lack of customer service was appalling and they kept stringing me along only to try to sell me more at the end. It?s a nice store, with a lot of merchandise and they cleaned two of my rugs fine. If you want to take the chance on them cleaning your heirlooms in the future, good luck. Please remember if there is any problems with their work they will not fix their errors, delay responses and maybe even try and upsell you like they did me. BUYER BEWARE!

It went great! They couldn't promise that it would be perfectly cleaned, but they got the smell out and the few stains you can still make out are hardly noticeable. We've bought several rugs from them and had a few cleaned there. We feel they're honest and reputable, we keep going back to them!

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I didn't do it through Angie's List. They did a good job.  They charge quite a bit for pick up and delivery so that is the only reason I hesitate to use them again. In fact right now I need to have my rugs cleaned and I am thinking about it but... The price of cleaning was fine.

The 10x14 and the 8x11 rugs were picked up on time.  I thought the rugs had moth larvae damage and when the rugs Alex looked at them, he called and told us that was not moth larvae damage but just some of the knots showing.  He asked us to come into the store to show us.  Alex is very professional and knowledgeable.  We had questions about our rugs and Mark Gonsenhauser came into the cleaning facility to give us some information about where our rugs came from, etc. 
When the rugs were delivered, exactly on the time given, the two men, Manuel and Juan offered to help us put the rugs down, move furniture, and asked if there was anything else they could do for us.  They are so courteous and polite and their work ethic is to be envied.  Their professionalism is optimum and my husband and I feel they could teach classes on customer service. 
Our total experience with Mark Gonsenhauser and his staff of professionals was outstanding and would recommend them to everyone.

It went well. The service and everything was very good.

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Very professional.

We had purchased our rug years ago from Mark Gonsenhauser's and it was a beauty. We purchased it at their once/year 50% off sale and had it for several years. We stored it improperly during a renovation and the rug became infested with moths. We thought that the rug was a goner but they carefully treated the moth infestation and cleaned the rug and we were amazed with the results. It wasn't cheap but definitely much better than having to replace the rug.

He has done a biggest excellent service, and my entire experienced with them would be top rated.

Very good. Also had a rig cleaned.

They have alternative choices. We just had an idea about what kind of rug we're going to buy and they helped us out. They have knowledgeable salesmen and great products. We chose to go ahead and take the rug with us.

They are a little pricey.

We bought 4 rugs for family room and foyer. Ann helped us pick out what worked for us.

After few phone calls, I am satisfied.

Great job - they even got all of the white cat hair out that you can't see even with regular vacuuming!

That was actually very good. I do not have any problem with them. I can not explain some of the prices though because I did not use the coupon but I found them to be quite good. In the last two or three months, they just finish up and delivered them back to us last week. They still hold up because we were having construction. They look to what I have to say and responsive to our questions and needs. They picked up and delivered my rugs. One of them went to get it early and they were very helpful when I went to get that. They help me put it in the car and we arranged  the way it was fold inside my car and that was no problem.

The service was on time and satisfactory.  Our rugs were extremely dirty and overall the carpets were clean, but some of the edges were still dirty.