eSaleRugs.com Reviews (%countItem)
eSaleRugs.com Rating
Address: 104 Williamson St, Fort Mill, South Carolina, United States, 29715-2238
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Undelivered Orders
I placed two orders with eSaleRugs. Paid in full, and both orders had my correct address and the seller used FedEx to ship them to me, and the packages were never delivered, and sent back to eSaleRugs without any explanation from them. I place complaints to FedEx, which eSaleRugs should have done. They claim to have excellent customer service, but never answer their customer service line. To date I still don't have my rugs and they keep getting returned to eSaleRugs. I can't get satisfaction from this company and think they could be a fraud.
I want my money back. Or they can give me the carpets for free, if they can deliver. A horrible experience.
Dear***
I am very sorry for the trouble.
I see there were two orders placed, orders *** Both orders shipped quickly after purchase but were refused by the recipient per*** Both recorded instances are detailed below:
***
7/27: refused by recipient
***
7/14: refused by recipient
With both not received and returned, or in transit, I have submitted for both orders to be fully refunded to your original form of payment. I apologize if these were not refused by you as all carriers ***L) that we work with have being hiring many new drivers that are not as experienced with deliveries. This has led us to experience an increase of issues with our deliveries in result.
I hope this is helpful and apologize again for the trouble.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I want you to understand that***never attempted to deliver either packages to my address on the orders. The issue was likely caused by a subcontracted delivery service***claimed they used, and were investigating why the carrier claimed the packages were refused. We have been home 24/7 the last month, and there was no signature required. The truth I think was the carrier lied and claimed they were refused. They NEVER attempted to deliver them. Reaching your customer service it virtually impossible. Too bad because I really wanted those rugs. If I were you I would stop using
Can not contact seller to return rug bought on 7/15/2020. Neither telephone or email response. Need return label to complete return.
Rug bought on 7/15/2020-Visa transaction #XXXXXXX*** for $ 56.00.
Rug arrived few days later*** tracking numbe***XXXXXXXX.
Rug did not fit my needs so called to get return label as advertised. No response after numerous calls. Emailed sellerno response after numerous emails.
I need a return label to complete this return.
Rug detailsP:Green, S:Bacaja. XXXX-XXXX. Quality:Bokhara, Design:2959H,
Color:B(Red),Size:80x305H, Size(ft):2'7"x10'. Amazon payment under husband's name***.
Need seller to send return label so rug can be returned within 30 day return policy.
Dear ***
I am very sorry for the trouble reaching our team.
I see a return label was submitted for the order yesterday, July 27th and emailed to you.
If the rug has not yet been repackaged for return, I have gone ahead and submitted for a full refund of the rug. If it has not yet been posted, we will not require return of the rug in hopes to quickly have the funds sent back to you instead of waiting for the return transit back.
The full refund can be visible in your original form of payment in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble processing your return.
Sincerely,
Edward
I need to return rugs and cannot get a response via phone or email. they do not answer the phone. they're not honoring 30 day free returns
I have reached out to this company multiple times via phone and email. I have been put on hold for a total of over 2 1/2 hours. I've gotten no response to any email i've sent requesting free return labels for my rugs. They advertise FREE 30 day returns but clearly I cannot return if I cannot get a response and I don't want to pay to return. In addition I don't know where to send them back. For your reference, here are your case details:
This is the case # that came back to me in an auto response
- Case #: 01695811
- Subject: Fwd: Your Receipt***
- Description: Please let me know ASAP how to return these rugs....order # *7RUG2Z5GSA
I want them to email me the Free return labels so I can send the rugs back for my full refund
Dear***
I am sorry for the hold times during the pandemic.
Our team of customer service are working remotely like many companies during these turbulent times so I apologize that the calls increase has resulted in longer hold times.
I see a return of both 7x10 rugs was requested on July 28th. Two return labels were issued to you by email to *** at 21:34 on 7/24. I have attached both return labels below as well.
These FedEx labels are pre-paid and will return the rugs to our warehouse which will process for a full refund to the original form of payment.
Sincerely,
Edward
Order was returned to eRugSales. Refund has not been credited to my credit card.
Order placed 7/7/20. Received order 7/10/20. Website indicates customer service is available 24/7 by phone or email. I tried calling their toll free number two times on 7/11/20 to indicate my desire to return the order and request a return mailing label. Each time I was on hold for over 20 minutes with no response. After not being able to speak with a customer rep, I emailed my request to the customer service department on 7/11/20. The only response I received was an automated reply message indicating that my email had been received and stating that they were working on responding to me. No one contacted me. On 7/12/20 I again tried to call several times (being on hold for over 20 minutes each time with no response) and also sent another email. On 7/13/20 I called again and after waiting 40 minutes, a customer rep (Jo) answered my call and sent a return label to my email. I immediately printed the label, packaged the order the delivered it to*** for delivery to eSaleRugs. I received a confirmation of delivery from*** indicating that DDave at eSaleRugs had signed for the delivery on 7/16/20. eSaleRugs' website indicates that returns are processed 3-5 days. After 6 days the refund still had not been processed so I tried telephoning (no answer) and also sent an email inquiring about the refund. No response except for the automated email response that my email had been received. On 7/26/20, 10 days after returning the order, the refund still has not been processed. Again, I tried calling 2 times, waiting another 20 plus minutes each time with no answer. I sent another email on 7/26/20 inquiring about the refund. Again, the only response I have received was the automated email response indicating that my email had been received. eSaleRugs was quick to process the charge to my credit card (having processed the charge the day after I ordered). Their customer service department is not so quick to react. I returned the order to them on 7/16/20 and 10 days later, the refund still has not been posted back to my credit card. In fact, I have not received any communication from them whatsoever concerning the refund .
I want a full refund in the amount of $228.96 to be applied back to my credit card asap.
Dear***
I am very sorry for the trouble reaching our team.
I see a return label was submitted and all three rugs were confirmed returned by our returns team on July 18th.
Our returns team is unfortunately affected by regulations for Covid so they are a few days behind from the 5-7 business days refund time. I have submitted an expedited order to our accounting team to have the refund processed today.
The full refund can be visible in your original form of payment (Amazon Pay) in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble processing your return.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Within one day eRugSales responded to my complaint filed with the Revdex.com. The following day I received notification from eRugSales that a refund was being processed. Two days later the credit appeared on my credit card account. Thank you Revdex.com for you intervention.
Trying to contact erugs to return my purchase.
Purchased a rug on 7/16/2020. SKU#XXXXXXX Light green Brooklyn Runner Rug.
$85.12. Receipt/order # ***. Received rug 7/23/2020. Called to return rug. Was told I would receive 2 emails. One with instructions and the other with a RMA # and mailing tag to return the order. Did not receive either emails. Called again 7/24/2020 could not get an answer. Was put on hold for 30 minutes before hanging up. Tried to send emails but wouldn't go through.
I would like to send my rug back and get a FULL refund.
Dear ***
I am very sorry for the trouble reaching our team.
I see a return label was submitted and emailed to you on July 23rd:
***
I see the return does show movement. I have submitted for the order to be refunded in advance for the inconveniences experienced.
The full refund can be visible in your original form of payment in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble processing your return.
Sincerely,
Edward
I can't reach human in cust. ser. I wrote to headquarters last week. No response. I want rug picke up for return, and want to reorder twosmaller rugs
I ordered two 3x5 rugs which were delivered about 2 weeks ago. They are too big. I have been calling esalerugs customer service to arrange for pick up and to re order two 2/3 rugs. I have waited on phone for 30 minutes two times with no answer. I finally wrote to the company headquarters in South Carolina, but have not heard anything. I was charged on my Visa on 7/6 for the rugs - $77.04 and I am with in the 30 days return policy but can't get anyone to arrange for the pickup. I want a refund on the two larger rugs which should be picked up. Then I want to order the two smaller rugs. Please help me if you can get through to them.
I want the rugs picked and $77.04 refunded to my VisaAccount. Then I want the two 2x3 rugs shipped to me and charged to my Visa.
Dear ***
I am very sorry for the trouble reaching our team.
I see that multiple requests were submitted to return the rugs on the order. I apologize as this should have been a simple and easy process.
In hopes to amend this quickly, I have submitted for the order to be fully refunded for both rugs. The full refund of $77.04 will be processed immediately.
The full refund should be visible in your original form of payment in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble processing your return.
Sincerely,
Edward
(The consumer indicated he/she DID NOT accept the response from the business.)
I ACCEPT THAT THEY SAID THEY WOULD CREDIT MY vISA FOR $77.04. bUT THEY DID NOT SAY THEY WOULD BE PICKING UP THE TWO RUGS, OR HOW TO GO ABOUT GETTING THIS PICKUP COMPLETED. IT LOOKS LIKE TWO SMALLER RUGS WILL BE DELIVERED ON 8/3 BY 9 PM, BUT THEY DON'T SAY THE LARGER RUGS WILL BE PICKED UP THEN. ALL I CAN DO IS LEAVE THE TWO LARGER RUG PACKAGE OUTSIDE MY DOOR AND HOPE THEY PICKUP AND DELIVER AT THE SAME TIME, BECAUSE I AM NOT HOME NOW FOR TWO WEEKS. MY HUSBAND WILL BE HOME TO RECEIVE THE 2 SMALLER RUGS ON 8/3. I WILL CONTACT YOU IF THIS HAPPENS AND ALSO IF THE LARGER RUGS ARE PICKED UP AT THAT TIME, BUT THE COMPANY HAS NOT INFORMED ME OF A PICKUP DATE OR A RAM NUMBER.
The actions taken were in regards to order ES4J2EZE4Q.
There was no other order found in 2020 so please refer the order ID for the larger rugs aforementioned so we can investigate and provide a solution.
I DID RECEIVE FULL REFUND AND AM NOW WAITING FOR THE RETURN TAG INFO TO APPEAR ON MY COMPUTER SO I CAN COMPLETE THE RETURN. I WANT TO THANK YOU FOR ALL YOUR HELP IN THIS MATTER. I WOULD NEVER HAVE REACHED THEIR CUSTOMER SERVICE PEOPLE BECAUSE THEY HAVE JUST ABOUT SHUT DOWN. THERE WAS NO WAY TO CONTACT THEM BY COMPUTER OR PHONE.
An order was placed 7/7/20. The wrong replacement rug has been sent twice and on today 7/22 I still have no rug. My payment has been collected.
An order was placed 7/7/20 and on 7/10/20 the wrong rug was delivered to my home. I called esale rugs, waited an hour for a rep and a return label was created for the return. When it was sent to my email, I noticed it had the wrong address. I called again had this corrected and the right label reprinted. I sent the wrong rug back and was told the correct one was on the way. When it arrived on 7/15 it was the exact wrong rug that was sent the first time. I called back, waited 45 minutes for an agent, and was promised the correct rug would be sent. I expressed concern then that this was an inconvenience. Every time I had to call (which was 3 times at this point), it ate up an hour of my time due to wait times. I asked for some sort of compensation. I was told I could get expedited shipping on the right rug or buy a more expensive one by $50. I chose the expedited shipping and was told the rug would be sent out that day. The second wrong rug was supposed to be picked up from my house on 7/17. When the label was sent, it again had the wrong address. Fedex never showed to get that rug and I called back for another 45 minute wait. I also at this time, 2 days after my call, had not received shipping confirmation for the right rug that was supposed to leave expedited shipping 7/15. The agent told me the rug was leaving that day (7/17) and that Fedex would come 7/18 to get the second wrong rug. I again asked for some sort of compensation. At this point I am expecting at least 1/5 off. Of note, every time I called I asked for the supervisor and not ONE would agree to get on the phone with me. They always spoke through the rep. I was given $40 off. Remember, I did NOT get the expedited shipping that was promised the first time. The confirmation email for the Fedex third pick up mentioned a $5 fee for missing the first pickup. Now as I recall, Fedex never arrived, so why I am being charged? The rug was finally picked up 7/18. It is now 7/22, I have sent the company back two of their wrongly shipped rugs and NO rug has arrived to my home. I was promised Monday 7/20 by end of day by the rep on 7/17. It is 7/22 at 3 pm and I still have no rug. At this point, calling esale rugs is not working. They obviously do not value my opinion or my right to have what I paid for and what their team has continued to promise and never deliver. I felt this needed escalation to a higher level.
I feel that I should be compensated for the price of the rug that I paid. The original order was placed 7/7 and it is 7/22 and I still have no rug and I have sent all of the wrong rugs back. This is not fair to the consumer, especially when payment has been rendered.
Dear ***
I am very sorry for the trouble reaching our team.
I see that multiple contacts were made to provide us with the details of the rug arriving not true to the product image. This was a stock that we have found to have multiple stock produced incorrectly from our manufacturing facility so I deeply apologize for the trouble pertaining to it and time expended.
The order was fully refunded 4 days ago so the refund should be visible in your account. For the issues experienced, we're happy to offer any item up to $100 shipped at no cost (or used as credit towards any future purchase).
I hope this is helpful and apologize again for the trouble with your purchase.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
Item not delivered. All attempts to contact esalerugs failed. However this company has received full payment.
I ordered an area rug, and it supposedly was shipped by UPS. Delivery service failed. UPS is acknowledging failure, but can't help me until esalerugs.com responds to their paperwork. Neither UPS or I have been able to reach the company, but I have neither the rug or the money spent. I have emailed this company and failed too.
I would prefer a replacement for this item or a full refund.
Dear ***
I am very sorry for the trouble reaching our team.
I see that*** notated the delivery but understand that it was not received. Unfortunately, we are seeing this increasing across all carriers that we use due to the spike in online ordering (***, ***).
The missing rug (***) is unfortunately sold out. I have therefore refunded the item, plus the other pillows that appear to have arrived safely. The full refund for the order is submitted today and should be visible in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble with your purchase.
Sincerely,
Edward
Purchased two rugs in April- started using in June (remodel took longer than expected). Rugs are shedding. Company will not refund.
Rugs are awful. My walls have blue lint all over them from my dogs. Company refuses refund because it's been longer than 30 days- I called and emailed for weeks with no assistance. Only received a reply after I complained on social media. Offered $50 and I spent over $300. This company is not reputable.
I want a refund.
Dear ***
I am very sorry for the trouble reaching our team.
I see that multiple contacts were made to provide us with the details of the rugs purchased in April not holding up in terms of quality. I have reviewed these images and see that there are issues with the development of the rugs as they should not shed after such little time.
I see you were able to reach our team 5 days ago and a $50 reimbursement was adjusted. This credit should be visible in your account. I have submitted for the remaining $238 to be refunded to you due to the product quality not standing up to par with our quality of products and service.
This remaining portion should be visible in your bank account in the next 1-2 business days per standard processing time.
I hope this is helpful and apologize again for the trouble processing your return.
Sincerely,
Edward
I purchased from eSaleRugs and, upon receipt, decided to return the items. I a have attempted to contact the business multiple times with no response
I am trying to contact the business for several days by phone and email. The phone calls go unanswered even after multiple attempts. Additionally, my emails have gone unanswered. I would like the return authorization and label for order UWNMNT4DW8. If you are goi g to run an online business, you must be able to respond to customer complaints. Is this a real business.
I would like the company to email me a return authorization and label as soon as possible so I can receive my return
Dear ***
I am very sorry for the issue reaching our customer service team and delayed response.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I have submitted for the order to be fully refunded and no return of either items is required. The full refund can be expected to be fully visible in your statement in the next 1-2 business per standard processing time.
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
Ordered rug. Initially beautiful. Faded within 2 months to a different color. Customer service said "all rugs fade". Refused to make any adjustment.
Purchase April 2020
Serapi 10x13 rug
Refund
Dear***
I am very sorry for the issue.
The rug most certainly should not have faded over 2 months of use so this does appear to be a manufacturing defect. The request to return should have been authorized at the time of you reaching our customer service team so I deeply apologize for the trouble.
I have submitted for the order to be fully refunded to the card used at checkout which *** be adjusted in the next business day. The full refund should be visible on your card statement in the next 1-2 business days per standard processing time.
Again, I apologize for the trouble with reaching our team to process the return and refund.
Sincerely
Received wrong product. Customer Service does not respond to emails or phone calls
Placed order # *** on June 15 2020 for Mashad 9 x 12 rug, sku XXXXXXXX. The seller shipped the wrong rug, see attached photos for the rug received. 2 attempts to contact their customer service have gone unanswered except by the automated response. Numerous phone calls on hold for over an hour have gone unanswered.
Either ship the ordered rug, or refund the paid price of $219. Process return of the rug that they shipped.
Dear ***
I am very sorry for the issue reaching our customer service team.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I am very sorry for the issue. I see the wrong item was reported as received so our customer service team requested a reshipment of the correct item. This was shipped today, July 13th under ***
A return label was issued for the wrong item received on July 12th and emailed to *** at 6pm EST. I have also attached the return label below for you.
Again, I apologize for the issues experienced with both the quality of the rug and difficulty reaching our customer service team. I hope the actions taken are satisfactory and acceptable.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
The new rug (hopefully the correct one this time) has shipped and the return label for the other rug has been received. Response was the next day after Revdex.com complaint filed.
Rug that I ordered is not as pictured on their website. So I contacted the company for a return label (RMA) and have not received one.
I ordered a rug and the color is not as pictured on their website. Tried calling Customer service at the number listed on the website but no answer, I stayed on hold for 60 minutes, After this, I Contacted Esalerugs Customer Service via email, they replied back asking If I would accept one of 2 options: (1) accept a $40 partial refund. Or (2) receive 30% off next order. I replied back, refusing both and asking Again for a Return authorization so that I can send the rug back since their Return policy says you can do so Free of charge within 30 days, Esalerugs rugs assured me via email reply that I would receive a Return authorization in 1-2 days and it's been almost 2 weeks and I have still not received one.
I would like to receive a complete and full refund. I would like to be sent a RMA ASAP for free return as their policy states.
Dear ***
I am very sorry for the issue reaching our customer service team.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I see the return request was submitted on July 9th and the return label was emailed to you then as well. I have attached the return label emailed to you below as well. The order will be fully refunded promptly upon return.
Again, I apologize for the issues experienced with both the quality of the rug and difficulty reaching our customer service team. I hope the actions taken are satisfactory and acceptable.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
Rug ordered 6/15/2020. Finally reached vendor on 7/13/2020. Was advised rug out of stock.
Ordered rug online 6/15/2020. Received receipt 6/16/2020. Sent two emails to vendor about 10 days apart, requesting status of order, emails returned. Received two emails from vendor on 7/6/2020 and 7/22/2020 requesting I review my purchase, responded, emails returned. Finally reached customer service on 7/13 and was told the rug was out of stock. No further response from seller. Glad I Only spent $39 as a test for a new seller
Refund
Dear ***
I am very sorry for the issue reaching our customer service team.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I see the order was refunded today to the original form of payment, VISA ending ***.
Again, I apologize for the issues experienced with both the quality of the rug and difficulty reaching our customer service team. I hope the actions taken are satisfactory and acceptable.
Sincerely
I have purchased online Runner rug trough this company and the Rug arrived damaged due to manufacturing defect where fabric in the middle was woven backwards that creates visible light fabric squares on the runner. It is clearly visible and I tried numerous times to contact Rugs.ca to resolve my issue. I tried calling the company and their phone just hangs up after a Long wait. I emailed this company on June 24th and I still received no reply. They took my money and send me damaged rug and now are avoiding handling this issue. I want the company to send me rug Return Label so I can send them their damaged rug back as well as I want a Full Refund and company to get back to me Asap please.
So far they are NOT answering their phones nor emails despite the fact I emailed them photos of clearly damaged by manufacturing flaw rug they send me.
Name: ***
Order# ***
Product_Or_Service: Runner Rug
Order_Number:
Refund I want Rugs.ca to send me Return Label so I can send them their damaged by manufacturing rug back. I want a Full Refund and company to get back to me Asap please. So far they are NOT answering their phones nor emails despite the fact I emailed them photos of clearly damaged by manufacturing flaw rug they send me. Name:*** Order#
Dear***
I am very sorry for the issue reaching our customer service team.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I see from the emailed photos the pile does have several sections which appear to have been heat set with the rest of the pile but may have had plastic stuck in these sections causing the pile to be stuck in a direction.
I have submitted for the order to be fully refunded which will be sent back to your original form of payment,*** This may require 1-2 business days to show visible in your end.
Again, I apologize for the issues experienced with both the quality of the rug and difficulty reaching our customer service team. I hope the actions taken are satisfactory and acceptable.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased a rug and have been trying to get a return label for over a week. 45 min on the phone with no answer and 5 emails sent w no response
Return label needed - they stayed free shipping and free returns and cannot her anyone on the phone or a response the 5 emails sent
Refund and return label
Dear ***
I am very sorry for the issue reaching our customer service team.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I see the return was requested for order*** The label was emailed to you at [email protected] yesterday, July 8th at 19:12pm EST. I see the return label was processed at *** today so the return is in transit:
***
I have submitted for the refund to process in advance due to the difficulties experienced to the full refund will be adjusted back to you in the next 1-2 business days to your original form of payment, AMEX ending ***
Again, I apologize for the issues experienced with both the quality of the rug and difficulty reaching our customer service team. I hope the actions taken are satisfactory and acceptable.
Sincerely,
Edward
On May 28th, 2020, I purchased a rug and rug pad from eSale Rugs. The have yet to deliver the rug. they do not answer phone or email.
On May 28th, 2020, I purchased an in stock rug and rug pad from eSale Rugs. They have yet to deliver the rug. It has been 30 days. I have contacted them via email on 12 occasions and by phone 14 times. I have waited on hold for an average of 35-60 minutes and they do not pick up the phone. They do not answer phone or respond to their emails. They shipped the rug pad the very next day and it arrived on May 30th. Who needs a rug pad when you don't have the rug.
Order number***. My order total was over $535.00. I paid by credit card. The rug is model number: SKU: is XXXXXXXX The rug pad is: SKU #: XXXXXXXX.
At this point, I do not believe they are able to deliver the rug. They have taken my money and failed to deliver. I would like them to credit me for the entire order and send me a paid return shipping label so I can return the rug pad.
Dear ***
I am very sorry for the issue reaching our customer service team and delayed response.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I see the package with the rug was lost by *** as it shipped the same day as the pad but there was no update by***
***
With this, I have fully refunded the order as the pad is completely useless without the rug, the refund is being transacted to the original form of payment, *** ending in ***
Further, for this unacceptable experience, we're happy to provide any item up to $100 shipped to you at no cost. If you would like to redeem this, I will just need the SKU that you would like and will have it shipped to you at no cost.
I apologize again for the difficulty and inconvenience reaching our team in these turbulent times and hope this is both helpful and satisfactory.
Sincerely,
Edward
Cannot Reach Customer Service to coordinate Return of Merchandise
Ordered carpets on June 15, 2020. Received delivery of carpets (2 shipments) on June 19, 2020. Carpets did not appear to match the colors seen on the website and therefore did not match our decor. We decided to return the carpets for a full refund with no return shipping cost as advertised on their website. We spent hours on hold with customer service with no one ever answering. We subsequently sent an email to the noted customer service email address on June 19th. We received an automated response from customer service with a case number (#XXXXXXXX) for our order number (#ZD26KU6SBB) on June 20th. The order was placed on esalerugs.com, but the receipt information we received came from rugs.com. We can only assume they are the same company - we can attest that the music on hold is exactly the same. Neither customer service number provided a human contact for over two hours of holding on each. We have received no email or phone contact since we received the automated response with the case number on June 20th. We have attached the email chain showing all the details (PDF).
We would like to receive a full refund of $232.20 to the credit card (Visa) that we used to make the purchase. We are happy to ship the rugs we received back, assuming we have an RA label to return them at no cost to us as advertised.
Dear ***
I am very sorry for the issue reaching our customer service team and delayed response.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I have processed the return label for the larger, 8x11 rug which is emailed to the original email address on the order as well as attached here. As for the smaller item, *** this has been fully refunded in advance to the original form of payment and it will not be required to return. The larger item will be refunded in advance as well to eliminate the processing time of return transit and accounting queue; once the FedEx return label (tracking *** shows scans, we'll have this larger item refunded, completing the full refund for the order.
I apologize again for the difficulty and inconvenience reaching our team in these turbulent times and hope this is both helpful and satisfactory.
Sincerely,
Edward
Trying to get a return label to return 2 carpets but the customer service shared label only for 1 carpet. Return time is running out .
r which nobody answers, I've waited like 40mins on the call but hung up when no rep answered the call. The number just doesn't work, simply automated responses but no rep to help out. I have left them several emails which nobody answers. I wanted to return the carpets but after 1 week of following up I received just 1 return label. Now my return time is running out and I have been desperately trying to get just 1 simple return label but no one is responding. The worst experience I ever had. My $153 is at stake now.
Ordered: 2020-06-09
Order ID:***
Total: USD 153
I made a mistake of ordering 2 carpets from esalerugs on 9th June '20. Had I known they have such bad customer service with such hassle in return, I would have never placed an order. I have tried calling on their customer c
Please contact me immediately. Just give me a return label & process my return.
Dear ***
I am very sorry for the issue reaching our customer service team and delayed response.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I have been able to process the 2nd return label for the other item which I apologize, should have been handled at the time of response to your email/call. Both return labels are attached below which are also emailed to you.
In hopes to amend your experience quickly, I have also made note to refund both items to your original form of payment once the return labels show movement to our returns facility to bypass the usual time of transit back and the returns queue for processing.
I hope this is both helpful and satisfactory and apologize again for the trouble reaching our team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered 2 rugs and want to return one. I have called customer service multiple times over the past 6 days for return forms I have been put on hold
And no one answers. Same negative response to emails
I would like a refund
Dear ***
I am very sorry for the issue reaching our customer service team and delayed response.
We are experiencing higher than usual call volume while our agents are working remotely from home during the epidemic. We are also in communications with our ISP-based phone provider troubleshooting issues with our phone service so I apologize for the trouble reaching our team.
I have been able to process the both return labels for the other item which I apologize, should have been handled at the time of response to your email/call. Both return labels are attached below which are also emailed to you.
In hopes to amend your experience quickly, I have also made note to refund both items to your original form of payment once the return labels show movement to our returns facility to bypass the usual time of transit back and the returns queue for processing.
*** return label tracking numbers:
***
I hope this is both helpful and satisfactory and apologize again for the trouble reaching our team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received a return label from this company and did get a refund.
This would not have happened had the Revdex.com not contacted them