eSaleRugs.com Reviews (%countItem)
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Address: 104 Williamson St, Fort Mill, South Carolina, United States, 29715-2238
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Ordered a rug about 10 days ago receive a tracking number that it shipped. The tracking number has not been updated and no correspondence email phone
Order not received and no response to emails. Cannot reach by phone. I ordered a rug on 05-19 -20 and was told that I should be receiving a tracking number within 2 days of order. To this date II have not received any info. I emailed twice with no response and I held on the phone for about 45 minutes before hanging up. No response and cannot reach by phone. I am beginning to think this is an on-line scam.
Order
Just let me know if the rug is in stock and is going to ship soon or if it's not in stock just refund my money
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 package has been shipped but *** appears to have lost it after acquiring the shipment. I have reshipped the order as well as refunded the order. The new tracking should be available tomorrow and emailed to you once shipped which should take a 2-3 day transit time to NY.
I apologize again for the issue and hope this is helpful and satisfactory.
Sincerely
I purchased a rug on 5/7 that I'd like to return. I've called multiple times, waiting 30-45 mins each time and no response. I have emailed as well.
On 5/7 I purchased a 4X6 Blue Vista Rug for $51.05. Order#:***. The rug is unfortunately too big for the intended area. I would like to return this rug free of charge within the 30-day return policy. I have called X-XXX-XXX-XXXX multiple times and have waited up to 45 minutes each time. I have also emailed *** multiple times. I am reluctant to order from this site again if I can't event complete, what should me, a simple return.
I am seeking to return the rug, free of charge, and to be refunded for my payment.
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 fully refunded the order to the original form of payment, *** The refund should be visible in the next 1-3 business days per standard processing time. We will not require return of the rug so hope it can be usable in another space or discarded if not.
I hope this is satisfactory and apologize again for the trouble reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to return & exchange a rug that I received but after hours of calling & email no response.
Order
I would like to exchange this rug for the one linked below:
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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the rugs. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment, VISA ending in ***. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
I ordered and was charged for a rug on May 7, 2020. I have not received the rug or any communication from the company.
I ordered and was charged to my credit card on May 7, 2020, one rug in the amount of $129, order ***. After the order was placed, the website said I would be receiving a tracking number soon. I never received any further emails or communication from the company. I attempted to call, and was met with a recording and then it would hang up on me. On May 21, 2020, I sent the company an email to the email address listed as the customer service contact email on their website. I attached a photo of my order number, name, and address and requested that they update me on the status of my order. I received an automated email back that my message was received but no actual communication. On May 28, after still receiving no communication from the company and no rug, I again attempted to call(no one ever picked up the phone) and sent another email requesting that I either be shipped the rug or be refunded for my purchase. I received the same automated response, but no communication from the company. Today, May 29th, I woke up to an email from the company asking me to rate my purchase and leave a review- which is hard to do since I have never received the rug I paid for!!! I was able to check the status of my order online and it still says "unshipped".
I either want my rug shipped immediately or I want a full refund immediately.
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.
Several of our stock was found to have been listed incorrectly between May 6th and May 8th so we have sent emails to customers with affected units that the item was sold out. The email was sent out on May 12th advising of the issue as well as an offer to replace it with any item up to $50 over the price paid. I understand this email may have been missed so I have initiated a full refund to your original form of payment,***.
The full refund should be visible in the next 1-3 business days.
I sincerely apologize for the sub-par level service and experience. This is certainly not our company's foundation and in hopes to amend your experience, we're happy to send any item up to the original amount ($129) to you at no cost. If you find any item up to this amount that you would like, please reply here with the SKU and I will have it shipped to you immediately.
Again, I apologize for the issue and hope to amend your experience.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your prompt response on this forum. I do wish someone had responded to my emails so I would not have had to take this route. I did thoroughly check my emails to see if I missed one as you stated above. I did not have one, so maybe I'm not the only one who is having this problem. Thank you for the refund and the offer to send another rug. I have looked at your remaining inventory and would like the Jill Zarin 6x9 rectangle striped rug, red, sku *** I realize that at $169, it is over the $129 amount, and I can pay the extra. You may contact me via the information you have to facilitate payment. Thank you again for your prompt response.
All I want to do is return a rug! You won't answer my calls or my email!!
I have tried every day since May 13th to get a return authorization for a rug I purchased. I also tried via email but never got a response beyond the automated one. Your system recognized my username/password to place an order but doesn't for some reason for the return. While on hold I hear about your 24/7 customer service...your service is horrible!! I recognize things are different because of COVID, but you clearly don't have enough staff to adequately support your business. I'd like to return a rug purchased on order number***.
I'd like a return authorization and a refund on my 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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the rugs. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment which appears to be ***. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund of my purchase price. All I wanted was to be able to connect with the company to request a refund. Sadly I was unable connect via phone or email with esalerugs, after trying for 15 days. They did respond quickly after my Revdex.com complaint. Thank you!!
I have not received a delivery confirmation and was unable to get the status of my order from 5/8/20.
I ordered a rug on 5/8/20. I received an order confirmation pretty quickly but have yet to receive a delivery confirmation. I tried to contact customer service but was unsuccessful after waiting on the phone for over 1 hour on 2 separate occasion. I sent 2 emails ti inquire about the status of my order and still haven't received a response. I was sent a survey asking how did I like my service but I have yet to receive the product that I ordered.
I would like a order status update with date of delivery or a 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 us regarding your order.
A system issue with stock occurred in early May so we emailed all orders affected starting May 13th to notify of the issue. It does appear that the item purchased, ***, was among the affected stock that was sold out. I have fully refunded the order today and will be happy to send any replacement up to $50 to you at no cost. If you find any item up to this amount, please let me know of the SKU in response and I will have it shipped to you immediately.
I apologize again for the issue and hope this is both helpful and satisfactory.
Sincerely,
Edward
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to accept the response from esalerugs however I have not received the refund. Please assist with status of refund. The sku that I would like for the replacement is
Dear***
The refund confirmed processed to the original form of payment,***, on 5/27 17:44 EST. We have received reports from customers that the refund is taking longer which has been attributed to all credit card companies experiencing higher ordering volume so there may be an extended processing time for visibility. Please do let me know if this is not visible by Thursday of this week as there should be no reason it would need to take longer than 1 week from the refund timestamp.
I have prepared item ***to be shipped to you. This is in ample stock and should arrive promptly in the next 1-3 business days via FedEx or UPS to the address originally provided.
Sincerely,
Edward
I am trying to return a rug within 30 days and am getting no response from company. No one answers the phone and no one responds to email.
I ordered d rug the middle of May, order # *** It arrived ,but was not only poor quality but also the wrong color for my home. I tried calling on the 20th, 21st, 23rd. Emailed on the 24. Never any response . They have a free return policy posted on website but it doesn't seem to apply to my order.
I want a refund for 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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the item. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment, MasterCard ending 8136. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
I am satisfied
Thank you
I have received a rug that is too big and I want to return the rug. The company guarantee free returns.
I ordered a roomsize rug and a small rug on May 14. I tried calling and never could get through on several tries. Phone rang and rang and one time I was on hold forever. On May 20 I sent an email. Got a response with a case #. No instructions on how to return the rug....must be returned so I can get my credit charge taken off.
Well over the weekend and today I have tried several times to call but nothing....last call the recording said "no one available to take your call" and hung up!
My case #XXXXXXXX.
I want this rug returned before my payment is due on my credit card. I am a senior citizen and am trying to do the right thing and I think this company needs to do the right thing as well. I bought the rug in good faith and really wanted a 5x8 but was not available so I hoped this size would work but it didn't.
I want them to come pack up the rug and give me credit on my charge card. The rug is big so I do need packing help and return receipt for shipping.
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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the rugs. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment, MasterCard ending ***. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
My money was refunded.
Regarding orders *** and*** items not received except 1 - the smallest. Customer service not answering neither by phone or email
For whom it might concern:
Regarding order: *** and***.
I contacted you thru multiple emails requesting brake down on each order with shipping numbers for each item and delivery date receiving only automated answer acknowledging receiving . Useless. I received only one item , the smallest rug , 5x8 , out of a total of 5 items. Due to the lack of response from Esalerugs customer support I asked my credit card to dispute the charges. Phone service is non existing , been waiting a couple of times for hours with no answer . I also contacted Fed ex multiple times with no help from their side either.
We understand pandemic situation but the rugs shown "in stock / available " and customer help can work remotely.
If you have pertinent data on shipments please contact me by email or phone
Detailed list with tracking number of each item with delivery date . The items I ordered shown available in stock so it should be no manufacture waiting time . If this can not be provided then a credit card refund is need it . If the deliver time is more than 30 days from ordering dates ( May 14 and 18 ) then I request the items not to be shipped . If those are in transit please call the carrier and arrange return . Very disappointed, we all understand the pandemic situation but customer service should be available to customers .
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 us regarding your orders.
The tracking details for both orders and each sku is listed below.
Order***
Order ***
We're happy to issue return labels for any of the rugs if a return is preferred, it would be refunded in full upon return. Alternatively, for the inconveniences experienced, we're happy to offer the alternative of $50 refunded to both orders, totaling $100 in reimbursement.
Would either route be preferred?
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Based on the tracking numbers provided Esalesrugs shipped in time but the carrier is holding the shipment for more than 10 days to Oak park , Mi .
They did the best they could with current situation .
I 'll appreciate the discount if possible. Already received 2 of the rugs and are good design and quality , same shades of colors as the online pictures .
Thank you much for your time and follow up .
I recently order and received a rug from eSaleRugs.com. I need to return it and get a refund.
I recently order and received a rug from eSaleRug.com. I need to return it and get a refund. The rug is too big for the room. The color doesn't match the furniture. I really need my money back. I tried to contact them but they do not answer. On the website, it says you have 30 days to return or exchange. The reference number on the package is
I just want to return the rug and get my money back.
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 us to request the return.
The return label is emailed and also attached below. We're happy to offer a free pick up from your home as well so it won't require dropping off the rather large package at a nearby *** If this would be helpful, please let me know what day between Tuesday and Saturday would be best for you and I will have it scheduled at no deduction to you.
Again, apologize for the trouble reaching our team and I hope this is both helpful and satisfactory. The refund for the order is set to be expedited once the return has been picked up.
Sincerely
Customer Service not answering calls. My Refund has not been credited for items I returned. I am requesting my refund ASAP!
My first order with esalerugs was good, therefore, I placed another other, which was not good, so I returned it and placed another order for a different rug, and was suppose to get a refund for the return. However, every since I returned the items, I have not been able to contact esalerugs.com by phone, they first put me on hold for hours, and now I'm being told by a recording that no one is available to take my calls and just hang up. I'm wondering if they are a legitimate company or what is really going on. At this point I just want my refund for the items I purchased and returned which was the amount of $259.89.
I am seeking a refund in the amount of $259.89.
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 us to request the return.
I was unable to single out an order based on your name so would you be able to provide the order number in response so I can assist you with the return and refund?
I look forward to your reply and taking care of your order.
Sincerely
I need to exchange rugs. Can not get ahold of anyone. Phone or email.
I've emailed and called 10 times in 5 days. May 15-20th
Need Someone to call me to get an exchange
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 us to request the return.
I apologize for the delayed response to your email as our team is handling the increased call volume so we are also delayed in response to emails as well. I understand that the sizes order were two small on two items; the runner needing to be the 6' length and the 5x8 needing to be the 6x9. We no longer carry the 6x9 size so I wanted to inquire if the 8x10 size would work for your needs:
***
We'll be happy to issue both in replacement to you at no cost in hopes to amend your order quickly.
I look forward to your reply and taking care of your order and experience.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
The 8x10 will work fine. How do I send these others back ??
And you'll be sending the new runner size that I referenced above??
I need return instructions for these 2 that are the wrong size please
I purchased a rug on May 13,2020. The wrong rug was sent to me. I tried to call customer service and was put on hold, never a response.
They sent the wrong rug. I called and e-mailed with no response. I asked for a return label for the wrong rug and that they send the one I ordered. Stock e-mail responses and. no pick-up on phone contact. . Very poor customer service..
Send me a label to return the rug I didn't order (wrong rug)-Meshkin runner. Send me the rug I ordered--- Transaction ID # ***, Persian Bakthiari , 4'6" x 6''9", # ***, purchased May 13, 2020, 14:34 PDT
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 us to request the return.
I have processed the return label which is also attached here. It will be emailed to you directly as well.
If it would be helpful, we're also happy to offer a free pick up from your home so no drop off at FedEx is necessary. If this would be helpful, please let me know what day between Tuesday and Saturday would be ideal and I will have it scheduled for you.
The rug appears to have been mislabeled if incorrect so the original item does not appear to be available. We're happy to fully refund the order OR offer any replacement up to $800 which we'll send at no additional cost. Please provide the SKU number in response if you find a different item in preference or if you would prefer this order be fully refunded.
I hope this is both helpful and satisfactory and look forward to assisting you.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
I have returned the "wrong" rug via FEDEX. I would like a full refund on the rug I ordered since it's no longer available.
I need to exchange an item and cannot get a hold of anyone after multiple attempts through different avenues.
I ordered an item and when it arrived saw it was the the wrong color. I immediately emailed about an exchange as I know with decreased staff due to COVID-19 it is preferred not to overwhelm their phone representatives. I waited 5 says for a response. I then tried calling the number recommended on their website for more urgent matters and waited on hold for a half hour. I never spoke to a person. I emailed again and waited another 4 days with no response and tried calling again waiting for 45 minutes this time with no answer. I emailed again with a warning that if no one contacted me by the close of business the following day I would be issuing a formal complaint. I'm here now so you can probably guess how that ended up.
I just want the rug in the right color and I want the wrong one out of my house.
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 us to request the return.
Return label*** was issued on 05/23/2020 12:14:53 PM emailed to*** I have also attached it below, which we'll be happy to schedule a free pick up for you so it won't require drop off.
If this would be helpful, please let me know what day between Tuesday and Saturday would be best for you and I will have it scheduled at no deduction to you.
To date, I have sent 6+ timely messages on "return instructions." I received in zero instructions until the "30 days" ran. What a scam!
On 4/8/20 I ordered my 1st ever product from this company. After delivery on 4/11, I realized color was wrong. I have sent 6 + messages on return instructions and received 3 automated responses advising due to "high volume" they would get a rep to contact me as soon as they could. Each of these auto responses said "do not reply.". Due to lack of reply, I continued sending msg re: Return Instructions. Finally, May 25, 2020, I received the first non -automated response. They offered a $15 dollar credit or a % off my next purchase. Expecting the company would honor it's policy, I bought a replacement rug. Still no response. As I previously explained to esalerugs, I do not want any further dealings with their company. I want my money back on each of the 2 rugs ordered. I find it bizarre at best they send me in excess if 72 automated messages from 4/8-5/25/20 and could not once address my return inquires until after 1 of the rugs expired the 30 days. What a scam. I want a full refund ASAP to my account for each purchase. They only need tell me where to send the faulty rugs.
***
***
Re: case ***
Re: case ***.
I have saved all emails to/from this company. Do not tell me NOT to reply and then only have your company reply after the 30 days expires. What a scam!!! Please help me.
I want a refund for the rug received 4/11/20 and the 2nd (replacement rug I order on 05/09, rec'd 05/13) believing they would act in good faith on a simple refund and re purchase. Neither product has been opened. These guys are cheats!!
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 us to request the return.
In hopes to rectify the matter quickly, we have refunded both orders in full and will not require return of either rug. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process. This is for both orders,*** and***
Both refunds was processed back to your original form of payment, VISA ending *** This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
Response from seller, esalerugs, acceptable upon receipt confirmation of payment. To date, no refund credited to my account.
Cannot get hold of esalerugs to return an item
I ordered a rug on May 14, 2020 and am trying to return it.
I called multiple times but was left hold for 1/2 hour.
I also sent several emails which I never got a response to. they only give 30 days for return, but how can that be if they never answer the phone or emails. I am 70 yrs old and even this amount of money is hard to lose.
Please have them send my an RMA. I want my money back. There are other items that I'm interested in, but can't buy from them again if this is how their customer service is.
Order #: ***
SKU Item Qty Unit Price Total
33141639 6' x 6' Yellow Monaco Square Rug 1 $48.00 $48.00
Subtotal $48.00
Shipping $0.00
Sales Tax $2.88
Grand Total $50.88
Payment by credit card.
I want my money back. I am 70 yrs old and even this amount of money is hard to lose. Please have them send my an RMA There are other items that I'm interested in, but can't buy from them again if this is how their customer service is.
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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the item. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment, VISA ending ***. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund is what I requested and seller promptly answered my request.
Thank you
I want to initiate a return and refund but have called and emailed multiple times without any response.
I ordered a rug which was smaller than the specified size on the website. I wanted to initiate a return, so I have called and emailed the company multiple times on 5/21-5/26 and am not able to get through to anyone. The customer service number provided does not give an option to hold or leave a message: it just says no one is available and hangs up!! My Order #: ***. I would like to return this rug and get a refund on my order please!
Return and refund of rug purchased
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 us to request the return.
In hopes to rectify the matter quickly, we have refunded the order in full and will not require return of the item. We hope that also not requiring the repackaging and return of the item might be more satisfactory to quickly get the refund processed immediately versus waiting for the returns process.
The refund was processed back to your original form of payment, VISA ending ***. This should be fully visible in the next 1-3 business days per standard processing time.
I hope this is both helpful and satisfactory and apologize again for the difficulty reaching our customer service team.
Sincerely,
Edward
(The consumer indicated he/she ACCEPTED the response from the business.)
they offered a refund
We ordered a rug on May 1, 2020. The wrong rug came. We have tried multiple times to call and email with no response by email and can't get through.
On May 1st we ordered a rug, Order #: *** We paid by credit card and the amount was billed. The wrong rug came. We want to return this rug. I have tried 2-3X by email and no response. We have tried multiple times by phone and cannot get through. We want to be contacted with return information, as they have a 30 day guarantee to return including postage paid. We try on our end to be good customers and are asking they follow through with policy. We have tried to resolve this ourselves to no avail.
We want the instructions to return the rug and have a full refund on our credit card within a week.
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 us to request the return.
The return label is emailed and also attached below. We're happy to offer a free pick up from your home as well so it won't require dropping off the rather large package at a nearby *** If this would be helpful, please let me know what day between Tuesday and Saturday would be best for you and I will have it scheduled at no deduction to you.
Again, apologize for the trouble reaching our team and I hope this is both helpful and satisfactory. The refund for the order is set to be expedited once the return has been picked up.
Sincerely,
Edward
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi, thank you for your response. Edward, we would like to take you up on picking it up at our house next week Wednesday, June 3, 2020. We do not have the packaging and would like to ask that it gets picked up and packaged, otherwise we accept the response. It is super large and we own nothing that could completely protect it. We had to cut the original packaging to get it out.
We look forward to hearing from you regarding picking it up. Thank you!
Dear ***
Unfortunately, neither ***or *** have the ability for a packaging service with their pick up system so I have fully refunded the order without need to return the item. The refund is being processed back to the original form of payment, VISA ending ***. This will be refunded tomorrow due to our accounting team having left at 5pm EST.
Please allow for 1-3 business days for the credit to be visible on your end as all card companies have reported increased processing times due to the increase in online shopping volume and increased returns.
I apologize again for the issue and hope this is a satisfactory adjustment.
Sincerely,
Edward
Order not received and no response to emails. Cannot reach by phone.
I ordered a rug on 05-09-20 and was told that I should be receiving a tracking number within 2 days of order. To this date of 05-21-20 I have not received any info. I emailed twice with no response and I held on the phone for about 45 minutes before hanging up. No response and cannot reach by phone. I am beginning to think this is an on-line scam.
I either want the rug that I ordered or a 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 us regarding your order.
Unfortunately, the item purchased was part of a sold out issue we had among select items. An email was sent 5/14 notifying customers that had affected stock issues that the item was sold out and that we were able to offer any item up to $50 over the initial purchase amount. Since this is not available, we have fully refunded the order to the original form of payment*** ending in ***
The full refund should be visible in the next 1-2 business days per processing time.
In hopes to further amend, we're happy to send any item to you at no cost up to $150. If you have any sku found on the website up to this amount, please let me know the sku here and I will have it shipped to you at no cost.
I hope this is helpful again and look forward to your reply.
Sincerely,
Edward
Bought a rug, was terrible quality and returned it using FedEx label and havent got refund and cannot get ahold of ANYONE TO TALK TO
Cannot talk to anyone regarding my refund!! And I returned the rug using fedex label sent to me by them. So now I'm out 110 dollars and have no rug. Customer service numbers do not work I've sat waiting 3 hrs or more 3 days in a row. want my refund!!
Refund of 109 dollars
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 us regarding your order.
I see the full refund was posted this afternoon to your *** account, timestamped 12:18pm.
We're happy to offer any item up to $100 which we'll gladly ship to you at no cost. If you find an item up to this amount that you wish to have, please let me know the sku number here and I will be happy to have it posted out to you at no cost.
Sincerely,
Edward