The customer has left out some very important facts regarding the transaction She is absolutely mistaken that the rug was misrepresented.1)The backing is made of cotton; not the pile of the rug The pile was correctly advertised as "polyester" The backing is not listed as part of the material because it is not related to the pile or the durability of the rug This is similar to when one shops for a wool sweater, and the zipper is made of metal (typically brass) The material is not going to list wool/metal because it is misleading as to the construction and main material one would feel when using the item 2) The clearly posted policy states that we will immediately send a replacement if the item ordered is received defective As I have tried to explain to Ms***, by the time she emailed asking that it not be replaced, it was too late to stop the shipment of the rug We did offer to reroute it for her without charge, however in lieu of charging her, she would have a store credit I believe this is fair given that there are expenses in shipping they she would otherwise have to pay for If she prefers to pay for the shipping on the rug we replaced for her, that is fine3)The customer ordered a clearance rug, which was listed as non-returnable Again we have offered to exchange it for her, but she has refused our offers In summary, the rug was correctly advertised we have tried to work with the customer on the issue, however she did not return our calls or email correspondenceBelow is the correspondence we had was this customer in hopes to explain to her: --------------------------------------------------------------------------------...⇄ ***, Given that the replacement rug was already shipped, as per our voicemail to you a week ago, we had to reroute the rug and pay for shipping both ways It is standard policy to replace a shipment immediately if you believe it is defective This does work out most of the time, and prevents people from stating something is defective when it's not I hope you understand time is spent in rerouting items, and how this becomes a difficult and expensive processAgain, the return will be of store credit In lieu of this, we have waived the shipping costs for you, which were quite extensive given the size of the rug The policy is very clear on this and a link is posted on each and every page of the website We are happy to help you find alternative rugs for any of your clients when you are ready Thank you for your understanding Sincerely, Audrey ---------------------------------------------------------------------------Hello ***, I am having the return instructions with a prepaid return label sent to you now The replacement rug shipping is not our fault, but rather a result of policy for prompt replacement for damaged rugs This policy is posted on the website The manufacturer sends a replacement to prevent people from returning something claiming it was defective rather than the true reason which may be that they simply don't like the rug They would have a huge warehouse full of perfectly good quality rugs that were labeled wrong, and lose millions of dollars annuallyAs for the material, the fiber content is only a cotton BACKING, not the pile of the rug, which is made of For example, the content on a sweater may say wool, but the buttons may be wood and the zipper made of metal This is the same as a rug with a backing Here is a link to the manufacturer's listing of the rug listing synthetic; not cotton: [redacted] The pile is polyester, and is listed correctlyI absolutely agree that the rug sent was questionable in terms of a few extra loops of yarn, however that is why the replacement was issued immediately If you do not want a store credit, the best we can do is charge you a restocking fee and shipping for the replacement rug both ways I look forward to your feedback, and hope to find a solution that works for each party involvedSincerely, [redacted]
Please see attached copies of the Merchant Services dispute this customer filed and wonWe responded to the dispute advising that we accepted the deduction The customer was refunded the full amount and is owed nothing In addition, we do not offer "free custom rug pads" and this customer has never made any attempt to contact us since she won her dispute and the monies were returned to her card Her complaint is slander and we request that it not be made public [redacted] Customer Service www.RugsDoneRight.com [redacted]
I'm sorry that Ms [redacted] is misinformed here, but the manufacturer [redacted] has followed all regulations in terms of listing materials accordingly We consulted with them and believe they would have no reason to lie Comparing a different rug with a different fiber content is really like comparing apples to oranges If the true issue was the content of the material, we would not have an issue Here concern is based more on the fact that she cancelled the order after it was reshipped to her Most customers are thankful when a replacement is sent so quickly In her case, it did not work out because she bought another rug before reading the policy on damaged rugs Because of this, she will need to be responsible for the shipping costs I'm sorry she was not happy with the quick turn around for the replacement
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Rugs done right made a mistake and they do not want to honor it by doing the right thingI indeed have responded to all emails and phone callsAttached is a photo of email exchanges about this rugThe last email was proving the fiber content of the rug is 50% cotton pileIt reads as follows: October 23,[redacted] , I have a degree in Interior Design and I am an expert on fibersThe is rug is definitely 50% cotton PILEI appreciate you trying to educate me but the cotton backing does not make up 50% of the rugLooks like the manufacturer misrepresented the contentAccording to the TFPIA Textile Fiber Products Identification Act it is by law that the product include the percent fiber content by weight designating with equal prominence each fiber by its percentage in order of predominance of weight of at least 5% or moreFor example I have another rug by Safavieh that lists the fiber content as 100% wool pile however it does not say anything about the cotton backing because the cotton backing makes up less than 5% of the rug therefore by law does not have to be specifiedI have attached a photo for you to look at.This is an issue the manufacturerer and Rugsdoneright and they should be the one reimbursing you for misrepresentation just as you should be reimbursing me for mineThis issue has wasted a lot of my time of which I am very busyAgain I am entitled to a full refund including shipping] Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I did not cancel any replacement shipping I did not even order another rugI stated from the beginning that the fiber content was wrongThis is all documented in my emailsIt is against the law to misrepresent a product and I will get my attorney involvedThis is ridiculous that this company continues to argue with me after I have proven that they made a mistakeI am intitled to a full refund including shipping and I will not stop until I get it.] Regards, [redacted] ***
The customer has left out some very important facts regarding the transaction She is absolutely mistaken that the rug was misrepresented.1)The backing is made of cotton; not the pile of the rug The pile was correctly advertised as "polyester" The backing is not listed as part of the material because it is not related to the pile or the durability of the rug This is similar to when one shops for a wool sweater, and the zipper is made of metal (typically brass) The material is not going to list wool/metal because it is misleading as to the construction and main material one would feel when using the item 2) The clearly posted policy states that we will immediately send a replacement if the item ordered is received defective As I have tried to explain to Ms***, by the time she emailed asking that it not be replaced, it was too late to stop the shipment of the rug We did offer to reroute it for her without charge, however in lieu of charging her, she would have a store credit I believe this is fair given that there are expenses in shipping they she would otherwise have to pay for If she prefers to pay for the shipping on the rug we replaced for her, that is fine3)The customer ordered a clearance rug, which was listed as non-returnable Again we have offered to exchange it for her, but she has refused our offers In summary, the rug was correctly advertised we have tried to work with the customer on the issue, however she did not return our calls or email correspondenceBelow is the correspondence we had was this customer in hopes to explain to her: --------------------------------------------------------------------------------...⇄ ***, Given that the replacement rug was already shipped, as per our voicemail to you a week ago, we had to reroute the rug and pay for shipping both ways It is standard policy to replace a shipment immediately if you believe it is defective This does work out most of the time, and prevents people from stating something is defective when it's not I hope you understand time is spent in rerouting items, and how this becomes a difficult and expensive processAgain, the return will be of store credit In lieu of this, we have waived the shipping costs for you, which were quite extensive given the size of the rug The policy is very clear on this and a link is posted on each and every page of the website We are happy to help you find alternative rugs for any of your clients when you are ready Thank you for your understanding Sincerely, Audrey ---------------------------------------------------------------------------Hello ***, I am having the return instructions with a prepaid return label sent to you now The replacement rug shipping is not our fault, but rather a result of policy for prompt replacement for damaged rugs This policy is posted on the website The manufacturer sends a replacement to prevent people from returning something claiming it was defective rather than the true reason which may be that they simply don't like the rug They would have a huge warehouse full of perfectly good quality rugs that were labeled wrong, and lose millions of dollars annuallyAs for the material, the fiber content is only a cotton BACKING, not the pile of the rug, which is made of For example, the content on a sweater may say wool, but the buttons may be wood and the zipper made of metal This is the same as a rug with a backing Here is a link to the manufacturer's listing of the rug listing synthetic; not cotton: [redacted] The pile is polyester, and is listed correctlyI absolutely agree that the rug sent was questionable in terms of a few extra loops of yarn, however that is why the replacement was issued immediately If you do not want a store credit, the best we can do is charge you a restocking fee and shipping for the replacement rug both ways I look forward to your feedback, and hope to find a solution that works for each party involvedSincerely, [redacted]
Please see attached copies of the Merchant Services dispute this customer filed and wonWe responded to the dispute advising that we accepted the deduction The customer was refunded the full amount and is owed nothing In addition, we do not offer "free custom rug pads" and this customer has never made any attempt to contact us since she won her dispute and the monies were returned to her card Her complaint is slander and we request that it not be made public [redacted] Customer Service www.RugsDoneRight.com [redacted]
I'm sorry that Ms [redacted] is misinformed here, but the manufacturer [redacted] has followed all regulations in terms of listing materials accordingly We consulted with them and believe they would have no reason to lie Comparing a different rug with a different fiber content is really like comparing apples to oranges If the true issue was the content of the material, we would not have an issue Here concern is based more on the fact that she cancelled the order after it was reshipped to her Most customers are thankful when a replacement is sent so quickly In her case, it did not work out because she bought another rug before reading the policy on damaged rugs Because of this, she will need to be responsible for the shipping costs I'm sorry she was not happy with the quick turn around for the replacement
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [Rugs done right made a mistake and they do not want to honor it by doing the right thingI indeed have responded to all emails and phone callsAttached is a photo of email exchanges about this rugThe last email was proving the fiber content of the rug is 50% cotton pileIt reads as follows: October 23,[redacted] , I have a degree in Interior Design and I am an expert on fibersThe is rug is definitely 50% cotton PILEI appreciate you trying to educate me but the cotton backing does not make up 50% of the rugLooks like the manufacturer misrepresented the contentAccording to the TFPIA Textile Fiber Products Identification Act it is by law that the product include the percent fiber content by weight designating with equal prominence each fiber by its percentage in order of predominance of weight of at least 5% or moreFor example I have another rug by Safavieh that lists the fiber content as 100% wool pile however it does not say anything about the cotton backing because the cotton backing makes up less than 5% of the rug therefore by law does not have to be specifiedI have attached a photo for you to look at.This is an issue the manufacturerer and Rugsdoneright and they should be the one reimbursing you for misrepresentation just as you should be reimbursing me for mineThis issue has wasted a lot of my time of which I am very busyAgain I am entitled to a full refund including shipping] Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [I did not cancel any replacement shipping I did not even order another rugI stated from the beginning that the fiber content was wrongThis is all documented in my emailsIt is against the law to misrepresent a product and I will get my attorney involvedThis is ridiculous that this company continues to argue with me after I have proven that they made a mistakeI am intitled to a full refund including shipping and I will not stop until I get it.] Regards, [redacted] ***