eSaleRugs.com Reviews (%countItem)
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Address: 104 Williamson St, Fort Mill, South Carolina, United States, 29715-2238
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Rug and pad ordered on May 21st. It is June 23rd and the pad hasn't arrived.
I've tried to contact the company numerous times with no luck.
Order XXXXXXXX Rectangle Superloc Rug Pad for $186.00. Received email on May 21 that the rug has shipped. Continue to get dates from Fedex of estimated delivery times and it will be delivered when received from the vendor. The tracking number is ***EXXXXXXXXXXXX. I cannot get in touch with the company after many attempts.Very frustrated and hope you can help.
Thank you
Send rug pad or refund money.
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 prepared a replacement pad to ship to you fitted for the large rug to the dimensions 16'4 x 10'5. For the delay and inconvenience, I have also submitted for a $50 reimbursement to your original form of payment, ***. This credit should be visible after today.
I will be in touch soon with the tracking details for the replacement pad.
Sincerely,
Edward
I have a case number but have never heard back from EsaleRugs. I want a refund and two RAs to return the rugs.
I bought two rugs and they finally arrived days late. Order numbers are XXXXXXXX & XXXXXXXX. They did wot work with our color scheme and were too late for our photo shoot as we are selling our home.
After waiting for up to two hours and no answer on the Cust NoService lline I emailed esalrugs and got a respone with a case number( XXXXXXXX) BUT have not heard another word. Their mice type only gives us 30 days to return an item. I want a refund and want to get a return authorization number to send these back at no cost to me.
I also want to return the two rugs as they are useless to me.
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.
In hopes to amend your experience quickly, I have submitted for both items to be refunded to you in full and no return of the rug will be required. The refund will be initiated today and should be visible in your original form of payment, VISA ending in ***, in the next 1-2 business days per standard processing time. The return label issued yesterday can be disregarded as this refund is being processed without need to return to limit any efforts to repack and return the items.
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they credit me the $107 we will be happy, if they do not we will reopen the case. I have also set up a dispute with my CCard company!
I ordered 2 rugs and 1 did not work out. I have emailed the company 3 times now and tried to call 3 times all to no response to process my return.
my order number is *** I would like to return sku XXXXXXXX. This order was placed on 6/14 and received on 6/17. After multiple attempts to reach someone on your team via email and phone, I am not able to reach anyone to process my return.
I would like a return label to process my rug 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.
In hopes to amend your experience quickly, I have submitted for item *** to be refunded to you in full and no return of the rug will be required. The refund will be initiated today and should be visible in your original form of payment, VISA ending in***, in the next 1-2 business days per standard processing time.
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a response and my refund. Thank you
Item was purchased on June 6 and shipped shortly after. I was surprised to track my order and find it shipping from another country. That is stated on the website, however.
While tracking, I saw a delay due to missing paperwork. I contacted the customer service department to no response. 48 hours later contacted again to no response, 24 hours later contacted to no response. Received a response to advise me that it was now ok on Thursday June 18 and still no changes have occurred in shipping. I have requested a refund multiple times and have been told I cannot have a refund until I receive my item. The fact that I have not received the item and they seem disinterested it correcting any concerns is the reason for the refund.
Product_Or_Service: rug
Order_Number:
Refund I would just like a refund and to ever forget I have ever dealt with this company again. This has been the absolute worst customer service experience I have ever received. I, as a consumer also feel deceived by the company name and advertising. It is understood that a .ca domain name implies that you are dealing with a Canadian business. In fact, they hold no inventory in Canada and ship all orders from USA. I should have been more diligent in researching this on their website.
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 apologize that the customs documents caused a delay on the delivery which has still not arrived to you:
***
I have submitted the order to be fully refunded to you today to the original form of payment for the full purchase amount. This should be visible in your account in the next 1-2 business days per standard processing time.
In addition, with the order refunded, I would like to offer a shipment of any item up to equal value ($129) which we'll ship to you at no cost for the trouble and inconveniences experienced.
If this would be acceptable, please reply here with the SKU number and I will be happy to take care of dispatching the item to you at no cost.
I apologize again for the trouble reaching our team and the product quality. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the proposed resolution. It is appreciated. I do not require a credit for a 2nd rug. I have only wanted either my purchased goods or a refund. I do not wish to continue any future purchases with your company.
I ordered 3 rugs and only one worked. I've tried unsuccessfully to get contact with e customer service for return authorization forms.
Order # MFMVUVN5DW was received 1 week ago. Need to return 2 rugs. I've called Customer Service now 6 times for authorized return slips, with no response. I've been on hold each time for up to 30 minutes until I finally hang up. I emailed a detailed message to Customer Service too, again with no response! This is my first experience with this company and am so disappointed. They appeared to be a good company. Help!
Refund on items: *** 2 x 3. BEIGE ARIA RUG. $32 *** 2 Ã? 6 BEIGE VILLA RUG. $69
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 two rugs were requested to return, items *** and ***. I have submitted to fully refund these two rugs today to the original form of payment for the full purchase amount which will not require a return of both items. This should be visible in your account (VISA ending in *** in the next 1-2 business days per standard processing time.
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Trying to Make a return - No Response by Email; Cant get through by Phone
I ordered a rug on 6/5/20. The rug is a natural material and has a spot in it where the rug has separated causing a hole. Their website says they accept returns, however they have not responded to my emails and I am left on hold for a very long time without anyone ever answering. Their website says customer service available 24/7, but I can't get through to to talk to anyone. I do not know how I can return the rug if esalerugs is unresponsive. My order number is *** In addition to filing this complaint, I will be disputing the charge with my CC company as well.
I am looking for postage to return the item and a full 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 see the return label was issued on June 20th and emailed to you at *** and the return appears to be in motion:
***
With it in transit, I have submitted for the order to be refunded in full in advance due to the inconveniences experienced. The refund should be visible in the next 1-2 business days to the original form of payment, VISA ending in ***
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
The website says "free returns" but no one has answered the phone in a month in a half and no one replies to the email provided. $431.42!!!
I have called over an over again and waited for hours on their wait line for anyone to answer the phone. No one answers any line no matter how long I let it hold. No one replies to emails. I have been trying to contact them for a return label. it has been almost two months!
Order ***
April, 26. 2020
If they would send the return labels i will happily exchange the rugs for other ones.
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 return label was requested over the weekend but our returns system did not produce the return label since the order is outside of the 30-day return policy (delivered 4/29 and 4/30, return policy ended 5/29 and 5/30). The original tracking numbers for delivery to you were:
***
With the issues experienced reaching our team, I have made an override processed the return label was issued to you today (June 22nd). I have also attached it below for you which will be refunded in full promptly after return (2-5 business days).
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
The company isn't responding to me regarding returning my rug. Order ***
I received an 8' x 10' Ivory Morocco Rug rug (sku number ***) on Tuesday, June 16th 2020. When I received the item it was not what was advertised online: in color, pattern and quality. For that reason I would like to return it. I've tried emailing and calling. I have not received any follow up emails regarding how to return, return label, etc. I've called many times, only to be on hold for hours with no one answering. I just don't know what else to do. I need to return this rug before their return policy expires.
My order number is ***
I paid $365.27
Thank you
I want a full refund and a return label so I can send the product back.
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 return label was issued on June 21st and emailed to you at [email protected]. The return label tracking number is below which I will be happy to have fully refunded once the package has movement with FedEx so we can bypass the transit time to our returns facility and accounting queue:
***
I apologize again for the trouble reaching our team and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Non receipt of prepaid Return label for the purchase (receipt***.
Requesting return with full refund.
I purchased a rug from this company (receipt ***; order date 5/27/2020). The rug I received was not to my liking and I would like to return it.
In response to my initial email to the company for a prepaid return label on 6/6/2020, I received an automated response (with reference #XXXXXXXX).
I have not yet received the label and repeated emails and phone calls to the customer service have not been answered, although per the website the company offers "24/7 customer service" and "hassle free returns" on their goods for any reason within 30 days of the purchase.
I would like to be forwarded a prepaid return label and full refund ( $26.10) for this purchase.
I have attached a scanned copy of my last two email communications to the company's customer service with this complaint.
I would like a full refund ( $26.10) to my VISA card used for this purchase
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.
In hopes to amend your experience quickly, we have refunded the order in full and will not require return of the rugs. The refund is being submitted which will be taken care of tomorrow (June 16th) during business hours and should be visible in your statement in the next 1-3 business days per standard processing time. The original form of payment to reference this refund is a VISA card ending in ***
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund for the purchase By the vendor as requested is received.
Thank you Revdex.com for your prompt assistance!
This company claims to have a 30-day free return policy however I have called every day for 7 days and then disconnected. I've also emailed 4 times
I have been calling for 7 days straight on hold for over an hour and then disconnected. Company says they have a 30-day free return policy however nobody will respond to my emails or phone calls for return. There is absolutely no customer service at this company and the return policy is a scam
I would like to return for full refund so promised in return policy
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.
In hopes to amend your experience quickly, we have refunded the order in full and will not require return of the rugs. The refund is being submitted which will be taken care of today June 17th during business hours and should be visible in your statement in the next 1-3 business days per standard processing time. The original form of payment to reference this refund is PayPal.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she DID NOT accept the response from the business.)
I HAVE BEEN CHECKING MY*** ACCOUNT AS WELL AS MY BANK AND NO REFUND HAS BEEN ISSUED!it has been 4 days now since they said they did the refund and nothing
The refund confirmation posted 5 hours ago today via PayPal. Please note this is requiring a 1-3 business day timeframe to show visibility so today would be the third business day. This should be visible now.
Please advise if there is any trouble seeing the refund.
Sincerely,
Edward
I received refund today. thank you!
they claim to have free returns within 30 days. no response for over 2 weeks..calls every day. disconnected. emails unanswered
I have been calling this company every day for two weeks for a return I get disconnected every time and never get a person. They claim to have 24/7 customer service but there is no customer service at this company. several emails also unanswered
I would like to return this rug for a full refund as promised in your return policy
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 we have processed the return label for the rug today at 12:18pm EST. It has been emailed to you at *** and attached below. If it would be helpful, I'll be happy to schedule a free *** pick up so they won't require dropping off at a local ***. I'll just need to know what day would work best for the pick up (between Tues-Saturday). The order will be quickly refunded after ***'s initial scan that the items are on their way to our returns terminal.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
Delivery issue
Order a Rug on 5/27/2020. Tracking number has not updated yet.
On 6/8/2020, I could reach to customer service, but it took a hour to reach them.
She has told me that I could get new tracking number in 2 business days. I didn't get any update since I have talked to customer service.
I have sent to email for checking my order status over 3 times, but never responded.
The payment 165.68USD has been submitted.
I still need to ship the rug to my place, but I am worry about this website is one of Scam.
Order number is
I hope they can deliver to my place, or I can get full 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 issue was reported to our team and a replacement was dispatched on June 10th. That reshipment delivered this morning at 10am and notated to have been left at the front door:
***
Please advise if this was not received as we have 3 remaining units in stock and will be happy to reship it with a 2-day service OR refund in full if you would prefer the order be refunded.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue has been resolved.
I have confirmed deliver the item to my location.
I appreciate your prompt action.
Rug purchased & received 6-3-20. Not color as shown on line. Have returned rug as instructed with their pre-printed label but no credit issued.
Rug ordered. Received 6-3-20. Order #*** SKU XXXXXXXXX. Item 4 x 4 Beige Round Rug. Price $40, with tax $42.80 charged to my mastercard. Not color shown on line. Called 6-3-20 for return info. No answer with prompt for sales or returns. Called 4 times & on hold close to 20 minutes each time. On 6-4-20 via ad on Facebook of eSalerugs, I commented on-line. Explained problem. Rep on-line had return label sent to me (I have photo copies of the typed conversation). Followed return instructions. Took to *** as instructed on 6-4-2020 about 3:45 pm. Tracked return via Fed-Ex. Rug was delivered to eSale via their return label and received on 6-10-20 at 9:53 am and signed for by "BELKIS." The tracking number is XXXXXXXXXXXXXXX. I have not received an acknowledgment of receipt of the rug and no refund. When I sent addtional information in, I was sent more information on how to return the rug. I have copies of all of the documention for this entire process but hope that the company will simply refund my money without that hassel - but will do if necessary. It is now 6-17-2020 and they have had 7 days to credit my account.
A refund to my credit card of the $42.80 charged for this rug.
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 refund processed yesterday, June 16th for the full amount of $42.80 to the original form of payment MasterCard ending in *** This may require a 1-3 day processing time to show visibility in your account.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit was posted to my account and visible to me today.
I was unhappy with my order and wished a refund. I have tried to email and call with no response in regards to receiving a return slip.
purchased Order #:***' Jet Black Solid Shag Rug $64.00
received it and wasnt happy with the order and wanted a refund and a return slip within the 30 day return window. Emailed customer service on June 7 2020, no response from *** just an automated message. I called waited for 47 minutes that day no one answered.
emailed again June 8th and telephone called- no one answered the phone after 30 minutes hold time, nobody responded to the email requesting a return slip.
emailed on the 13th with no response again. called again- waited for over 50 minutes that day with no response.
posted on esale rugs twitter account, no response.
responded to a customer satisfaction survey - no response.
I would like a return slip for the order number listed and a refund of the purchase.
I would like a return slip for the order number listed so i can post it backand a refund of the purchase.
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.
In hopes to amend your experience quickly, we have refunded the order in full and will not require return of the rug. The refund is being submitted today and should be visible in your statement in the next 1-3 business days per standard processing time. The original form of payment to reference this refund is via ***
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been on hold for over 45 minutes for the last 4 Days. I need to return 2 rugs- no one answering case number is XXXXXXXX- I need an RMA number.
Need to return 2 rugs. I am extremely frustrated
I have emailed and called numerous times over the last 4 days June 12-15. I have emailed and have a case number XXXXXXXX- I need an RMA number to return.
No one has ever answered and it is the same recording no matter what option you push. I've been on hold for hours at a time. My order number is ***
I don't feel as if anyone is working at all. I need my money back as this is my debit card.
I need to return the rugs with an RMA number. And I need my money refunded ASAP please.
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 have processed both return labels for both rugs. They have been emailed to you at [email protected] and attached below. If it would be helpful, I'll be happy to schedule a free FedEx pick up so they won't require dropping off at a local FedEx. I'll just need to know what day would work best for the pick up (between Tues-Saturday). The order will be quickly refunded after *** initial scan that the items are on their way to our returns terminal.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
I purchased a rug then enquiring about the delay in shipping, they said they had sold out, yet they still had my money. By then I had sold my old rug. I need this exact color to match the same rug in the same room that I had purchased 1 year earlier but they informed me that company would never have this rug or any rug in this coloring again. After searching the internet for about 2 weeks I was not able to find one so I ordered another rug from another company. Its not what I wanted but it was close. I then went on esale rugs and they mad the rug I had originally wanted. I was so scared to lose it again, so I purchased it immediately. I then called to tell them I wanted the price to be the same as the one I had purchased from them prior. I made it very clear I had had worked on getting this rug for dozens of hours. The magager was horrible and I told her I would never buy another rug from them again, and to forget about the $50 credit for a future purchase, but to ship my rug ASAP. Now I see that she cancelled my order out of revenge. I was mad on phone and I am even more mad now!
Find me the rug I have worked for hard getting or pay for the damages of the rugs I had to return twice because of them!
Dear ***
I am very sorry for the issue with the original purchased item.
I believe this is in reference to item *** which was one of handfuls of items that encountered a stock issue. We reacted quickly by notifying each customer that had an item on their order that was among these units to offer any item up to $50 more than the item's price, to which we would replace at equal cost. Unfortunately in this case, the rug was not in reproduction and we did not receive a response after the email was sent out on May 14th, when this issue was discovered.
With respect to this, the order was fully refunded due to no response.
In hopes to amend your experience, we're happy to ship any item up to the equivalent amount ($296). This would be sent at no cost as the original item was refunded.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she DID NOT accept the response from the business.)
I would be super appreciative of getting me the original rug I ordered twice (9' x 12' Navy Blue Renaissance Rug).
I can understand error but in this case it was more than error. After being told you would never have this line of rugs again, I found it myself and purchased it immediately even though I knew you had offered me %50 for the inconvenience. I was very clear with the supervisor that I did not want to take any chances on not getting this rug again. Then I get a message a week later her telling me that she returned my order! This could only have been done out of spite. My husband listened to the conversation, and told me this may happen, but I just thought impossible. Well it did happen, so my only request is that a formal complain be placed on the manager that returned my rug. Her behavior is unacceptable.
Dear ***
My apologies again for the issue. I will have the phone call reviewed and the necessary disciplinary measures will be taken as this is certainly not what our company stands for.
Our accounting team has refunded the order so the funds should be visible in the next 1-3 business days.
As for the rug, our productions facility has pushed producing one unit for you ahead of the process line. This should be dispatched US-side in the next 2 weeks. Please kindly confirm the shipping address for us to have it dispatched to when it has arrived and I will take care of the free shipment to you.
I hope this is helpful and apologize for all the issues experienced on your orders with us.
Sincerely,
Edward
The customer service team will not answer any phone calls or emails to return my rugs.
My order number is *** I placed the order and received two rugs, but ultimately neither rug worked for the space. I have spent the last 5 days trying to contact their customer service team by phone. I have been on hold for anywhere from 30 minutes to TWO hours and have never been able to reach a person. I have emailed and still not received any response. How are we suppose to return our rugs, as advertised, if the company refuses to even speak to its customers? The company advertises 24/7 customer support, but this is essentially nonexistent. The quality of the rugs are great, and it is unfortunate the customer service is so poor.
I want a refund for the rugs. I am happy to send them back if the appropriate labels are sent.
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.
In hopes to amend your experience quickly, we have refunded the order in full and will not require return of the rugs. The refund is being submitted which will be taken care of tomorrow (June 16th) during business hours and should be visible in your statement in the next 1-3 business days per standard processing time. The original form of payment to reference this refund is a Discover card ending in ***
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund. Thank you. I hope you guys can fix things with customer service soon.
I ordered a rug and my card has been charged. It's been almost a month with no update and 10 attempts to contact the business have been unsuccessful.
I ordered a rug on May 23rd and my card was charged the following day. They sent a tracking number saying the rug had been shipped but FedEx never received the rug. I have called everyday for the past seven days trying to get an update and have waiting 20+ minutes each time with no answer. I've also emailed 3 times with no response. I'm starting to think this is a scam.
I would like to be contacted and get the status of my order. Also, I would like to receive my order it in a timely manner.
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.
In hopes to amend your experience quickly, we have refunded the order in full as the original package was given to FedEx but was lost at their local sort facility in Charlotte, NC. The refund is being submitted which will be taken care of tomorrow (June 16th) during business hours and should be visible in your statement in the next 1-3 business days per standard processing time. The original form of payment to reference this refund is a VISA ending ***
Further, I have prepared a reshipment of the rug since it is available still. This is being sent to you at no cost due to the issues experienced so we hope you accept the original item from our company as a sincere apology for the lengthy delays experienced attempting to reach our team and receive your product.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely,
Edward
The wrong carpet was delivered to us. I have spent the last week calling and and sending emails to no avail.
This is regards to order number *** The SKU XXXXXXXX is the carpet I ordered. This was a light green Agra carpet. I received a white shag carpet that I do not want. There has been no way to contact customer service. I have spent the last week sending e mails and spending enormous amounts of time on hold at your customer service number. While I try vainly to return what I did not order, I continue to get emails asking me to buy something from you. IRONIC. Someone please contact me so I do not have to continue to keep a rug I did not order. Thank you.
I want the rug I did not order picked up and returned and my account credited.
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 understand the wrong item shipped to you and you did not receive the original 10x16 rug, item XXXXXXX. I have submitted for the order to be completely refunded and no return is required in hopes to limit further effort from you dropping off the rugs to a local FedEx. However, if you absolutely must have it out of the way, I have processed a return label which is emailed to you as well as attached below.
The refund processing today should be visible in your bank account in the next 1-3 business days to the original form of payment, *** Pay.
I hope this is helpful and apologize again for the sub-par level of service you have experienced with our company.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response and thank you for the resolution.
I ordered a rug 5/2, and never received.
I ordered a rug from esalerugs on May 2. The only email I received was a confirmation of order on May 2 which confirmed they took my payment, and assured that I would receive further emails about my order status and shipping (I never received anything else). Two weeks later I sent an inquiry email requesting information as I never heard anything about a projected ship date or other information about my order. I only received an automated reply email that said "we'll get to you soon. we're so busy" and nothing else after that. June 8, as I was trying to track down more information (after being on hold for 40 minutes on the toll free phone number for erugs then giving up) I finally tried tracking my order number on their website to see that FEDEX supposedly delivered on May 8TH..!!!! I believe it must have delivered to the wrong home, as I was (always am) home at that time and I was on that day too (I can't imagine it was delivered here and stolen because I work from home very near the front door! & typically have my front door and window curtains wide open..).. I didn't even know to expect it that soon- as I never received another email regarding my order! Not even one saying "it's been delivered", or I'd have pursued the trail of "where's my rug?" a lot sooner! I did send email again to esalerugs, on June 8th, with this same complaint/inquiry and have again received no response.
Please remedy this situation!
My order number:
I would like them to send the rug I ordered with better communication- perhaps with tracking or a required signature with the shipping company.
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 understand the wrong item shipped to you and you did not receive the rug. The rug is out of stock so I have fully refunded the order which will go back to the original form of payment in the next 1-3 business days per processing time, PayPal.
In hopes to amend your experience, we're happy to offer any item up to the same price ($117) which we'll ship to you at no cost. If you find anything that might work for you, please reply here with the SKU number and I'll be happy to ship it to you. Please also advise if you would like signature required on the delivery and we can enable that to the delivery as well.
I apologize again for the trouble reaching our team and not having received the original order. I hope this is both helpful and satisfactory.
Sincerely
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this offer/response. Thank you for your reply *** @ esalerugs. I was so excited about the rug I had ordered.. maybe one day you will have again. I do like another rug, *** (Havana Rug 5'5x8). I appreciate your willingness work with unresolved issues.