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Know What You’re Selling: Advice for Rug and Carpet Sellers

By : The Rug Gallery 0 Comments

Know what you are selling, learn all you can. We have the ultimate responsibility to deliver what customers expect, and being honest and knowledgeable is why they trust us.

“Had I Known”

You want to see my blood boil; just say those three little words had I known. To put into perspective I handle all the irate and difficult customer complaints, and most usually start with those three little words. Meaning if you had told me this would happen I would have picked something else. Usually there is nothing wrong with the product; it is behaving like it was made to do. We have either not listened closely enough or asked the all important question what do you expect out of this carpet or rug.

I can’t criticize the product in most cases they got what they paid for, it was simply the wrong product for the demands of this location. When a customer buys from a reputable retailer or designer they assume you would tell them “this is not going to perform to their expectations.” We have the ultimate responsibility, to deliver what they expect, and being honest and knowledgeable is why they trusted you. If you are not sure make sure, nothing wrong with double checking, or owning up to your lack of knowledge and getting back to them.

Know the Product

Cellulose products

Let’s talk about something you probably may not know, Viscose, faux silk, art silk, banana silk, bamboo silk, etc. These are all cellulose products basically similar in traits to making paper, they will not clean and will stain there is no known treatment that will help this be a viable product. That is a real shame What a look! This is real shame, I know you are tempted and would love to use this, but be upfront to the paying customer so they understand this is a look only, and what do they expect. The same can be said for natural fibers too, jute, sisal, coir etc…

Contemporary Living Room by New York Architects & Building DesignersAxis Mundi


Another constant issue no one seems to impart on our customers wool sheds. This is a staple fiber and this is normal it improves with wear and time but it really never stops. And not all wools are the same there are horrible qualities out there too.

Modern Kids


Silk and wool with silk carpets and rugs have issues with I call splintering at the tips you could call this sprouting, this is normal.

Craftsman Living Room by Austin General ContractorsAvenue B Development

Brussels Wiltons

I love Brussels Wiltons (looped type woven) however if you have pets I would not recommend these, you could have issues with puling or snags. Also I guarantee you will see the seams… Hooked rugs will snag and sprout this is characteristic all you need to do is cut the sprouts with a scissors at the nap . Your rug will not fall apart, if you catch these before someone snags it your rug will look beautiful for a long time.

Transitional Living Room by New York Interior Designers & DecoratorsAndrew Suvalsky Designs

Handmade or tufted rugs

Lastly handmade or tufted rugs, The reason there is a backing, they are glued in order to keep the pile attached to the back. There are several issues which are characteristic. Tufted can sometime have odor issues because of the quality of latex used and not being cured properly. Also long term the latex dries out and you will see a chalking mess under rug or a cracking sound when handling. This usually a sign that it will need replacing. There are all kinds of tufted, and a good rule is the lower the cost means a lower quality of wool (excessive shedding), Lower quality of latex or more filler (chalk) to make the latex stretch.

Again, my point is let’s be professionals. Know what you are selling learn all you can. I never want to hear had I known again?

Categories: Industry Insights