Edited reponse :
Dear Henk,
Thank you for updating your review and sharing additional details. We regret that this matter continues to cause dissatisfaction, as it has never been our intention for you to feel disappointed.
We wish to remind readers that we were not involved in the initial sale or in the advice you received at the time of purchase. If that advice was not suited to your needs or usage habits, it was beyond our control — yet we still took the time to respond to you on multiple occasions, even offering alternative solutions through another retailer in our network and negotiating a highly preferential price for a replacement rug.
It is important to note that stains never appear “magically” on a rug; they always result from an external interaction. Regardless of your personal statement, this is a matter of simple common sense. Over the years, interventions by third parties (housekeeping staff or others) could also have affected the rug’s appearance during your absence, and after several years of use, it would be unreasonable to hold the manufacturer responsible.
We also wish to clarify that we discovered this review only recently, as this page was created specifically by you at the time of posting your complaint. This is why our response came later — not because we ignored your case. For readers’ context, both negative reviews on this page refer to the same carpet and were posted separately by members of the same household.
Despite not being the seller and therefore not having received the full amount you mention, we have nevertheless taken your complaint seriously and attempted to assist you constructively. Our Palace and Montaigne qualities are sold in large numbers every year with excellent client satisfaction and very few complaints.
We regret that no satisfactory agreement was reached, but we remain available should you wish to revisit the possibility of choosing a fiber better suited to your specific environment and expectations.
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Previous response
Dear Mr Haaima,
Thank you for sharing your detailed feedback and for your kind words about our brand, our collection, and the beautiful projects you follow on our Instagram account. We are sincerely sorry to read about your disappointment with your Montaigne V-Silk carpet, as our goal is always to bring lasting satisfaction.
This carpet was purchased in 2018, and your concerns were first raised with us in June 2023 — more than five years later. Vegetal silk is a beautiful but delicate natural fiber, valued for its unique shine and luxurious feel, but it requires special care and does not tolerate liquids. For this reason, we also offer pure silk (of animal origin), which behaves differently over time, while remaining highly competitive in price compared to other brands of equivalent quality.
Your purchase was advised by one of our independent resellers, without our direct involvement. This reseller has already responded to you, confirming that they cannot be held responsible for stains that have appeared over the years, as stains cannot form on their own and may result from liquids, inappropriate cleaning, or even pets.
Our Montaigne and Palace vegetal silk collections regularly receive excellent feedback here and elsewhere when properly maintained. We would also like to clarify for readers that this is the second negative review referring to the same carpet, posted by both members of the same household.
While we regret that this particular piece did not meet your expectations, we truly appreciate that you remain a great admirer of our brand and continue to recommend our other collections. Our team is committed to developing new, more resilient fibers — such as Monaco and Washable Palace — to offer even greater durability and ease of maintenance for our clients worldwide.”
Kind regards,
The ELSEN AND SON Team
