eSaleRugs.com

Got a rug with low quality and does not fit my room. Would like to return it and please refund my money.
I have ordered this rug from esalerugs.com. It is not at all good and the size too doesn't fit well in my living room. I wanted to return it and called customer service. They said it is on sale and couldn't return. I am 100% sure I haven't seen non-returnable tag while making an order. When I said the same to customer care she asked to me to sell it outside and they cannot refund me. Which surprised me with their response to a customer. This is really unacceptable. I want my refund back. I asked if I can speak to their manager and they said their is no one here I can speak to.
Order details:
SkuNo : XXXXXXXX
Order date : 02/05/2019
Received date : 02/09/2019
Pin code: XXXXX

We purchased a large rug that was listed as being in excellent condition and arrived with moth damage and being foul smelling ("toxic")/moldy.
We purchased an $1500 rug that was listed as being in excellent condition. It arrived and my wife and I could not breath from the rug because it was so musty and moldly smelling. We immediately arranged for it to be removed and cleaned by a professional oriental rug cleaning company and learned that there was significant moth damage, the rug was discolored, and the rug had a permanent fold in it. Esalerugs offered us a fixed amount for the cleaning which was less than what we paid, and didn't address the fact that the rug was damaged by moths. After the cleaning, my wife still cannot breathe because of the rug's condition. We asked that they simply return the rug, and agreed to "eat the cost" of the $250 that they refunded for cleaning fees (the cleaning costs were over $300). They are only willing to accept the rug back by charging us restocking fees because the original date of delivery was december 8 (30 day free return policy). We have only had the rug usable for about 2 weeks because of the condition the rug came in, and when we explained this and that there were extenuating circumstances they ignored us. We are furious, and my pregnant wife is having personal health issues from this rug.

Would like to return 2 rugs but after some communication with Customer Service they refuse to assist me.
Co have published Free return policy but after notifying them I wanted to return 2 rugs that were were sized wrong on the website they will not assist me. They offered a partial refund and a discount on a new replacement rug but refusing to provide any details on how to return them. I have asked for a paid return label or to send carrier to pickup but seems now they are no longer responding to my emails. Last communication was 12/27/18 offering partial refund.

I ordered a rug. I received it quickly and the rug fit the description perfectly.

Ordered a rug but also received a large child's loft bed which I did not order. According to*** esale rugs sent. I want it returned.
I received a very heavy very large, child's loft bed with my order from esale rugs. I only ordered a rug. When I called to resolve the issue the customer service rep was very rude, said that they did not have beds in their warehouse and told me to call *** I called ***and they said esale rugs sent the bed. I then called back esale rugs to get them to pick up the bed, told them about this and they still will not pick up the bed and were very insistent that they do not have beds. Not to mention extremely rude. It was sent by them according to ***and I just want this bed gone. I should not have to deal with this as a customer.

Received an extremely rude and very stressful customer service experience while trying to get information on returns and exchanges over the phone.
Problem Date: September 8th, 2018
Time I spoke with a rep over the phone: 1.38 pm West Coast Time.
Purchase Date: August 31, 2018
Order number: ***
Representative name: refused to give!
Payment amount:$79

This order was placed by my friend cause each of us was ordering a rug since the website had a deal of 2 rugs for $10 off. At the moment I received the rug I didn't have a chance yet to get an order number from my friend (he was the one who received an email confirmation and was keeping me updated on where our orders are; he was also busy at that moment for me to get an order #) so I thought his name and address would be enough for me to make a quick call to customer service and ask for the info on the exchange or return since I didn't like the size of the rug. When I called customer representative picked up the phone already with an attitude in her voice and was giving me hard time on getting information on an exchange or return. When I asked if I could get some info and if it's possible to do it without an order number at that moment but with the name and address- I received an answer in a rude tone that no it's impossible. I mentioned again that all other info I have should be enough to find the order and finally she agreed. Every my question or word was interrupted in the rudest way to the point I wasn't sure anymore if I would be able to get any information I called for. I was offered $20 back if I keep the rug and agreed but had to ask the representative not to set it up yet because while on the phone with her I was looking at the website and found a rug a bit more expensive but a bigger size and wanted to ask if I could just pay the difference and get another one while returning the cheaper one I just received. Representative interrupted me in the middle of my question and wouldn't let me finish by saying she is busy now setting up whatever: "YOU already asked me for". I asked her not to do it cause I found the rug of a bigger size on THEIR website and have a quick question regarding it but she started raising her voice at me by saying she already did set up a refund and it's too late. By that point I was already so stressed that I didn't want any $20 refund to keep the rug or getting a new one on their website because the tone of the representative was not just rude and disrespectful it was absolutely unacceptable.
I continued asking her nicely how to place a return and if I should ship it myself or through FedEx and representative continued on talking to me with an attitude by also saying that she won't give me that information until I decide if I want it or not. I said I don't want it anymore because of her attitude and that was very disrespectful to treat a customer with such a rude tone. The representative started raising her voice at me by saying that it was me who was completely disrespectful to her and that it was ME who was giving her an attitude. Her response left me completely confused and shocked. I wasn't given a chance to say a word while the representative was yelling at me and then she hung up the phone.
I called back again in hopes to get someone else and get the representative's name but since it was the same person again she started mocking me and my words and raising her voice again by saying she will not give me her name. She hung up on me again without giving a chance to say anything. I do not need a refund of $20 to keep the rug from a company that doesn't value it's customers and disrespect them in so many ways by causing stress and the most unpleasant customer service experience. I do not want to exchange or get anything on their website anymore. I found out that I wasn't the only one who had the same experience and that many customers been treated in a very unprofessional rude way by eSaleRugs representatives.
I was not able to reach anybody else in the company after that to set up a (hustle free as advertised on the website)refund.

Delivered wrong product, and customer service rep not following through on fixing the problem.
I ordered a terracotta, rectangular rug from esalerugs but received a washed-out beige circular rug. I spoke to a customer service at esalerugs the day I received the rug and he told me all I had to do was email him a few photographs of the rug and its tag and he would have someone review the order and photos to make sure it was the wrong order, and he would get back to me within 24 hours. I emailed him the photos as soon as I hung up the phone. 24 hours later, I still hadn't heard back from him so I left a voice mail for the company. This morning, I sent him another email telling him to contact me. It has now been three days and I still haven't heard anything: no phone call, no e-mail.

I tried to review a rug I purchased on their website, but they would not publish it because I rated it 1/5 stars. This is dishonest if they only post positive reviews. I was unhappy that I ordered a large rug and it was shipped folded up and not rolled, so it is creased all over. It's been nearly a week and it is still creased. I paid a lot of money for that rug and folding rugs like that is not proper care. If you look at the website there are absolutely ZERO 1 or 2 star reviews and very few 3 star reviews for every single rug.

If I could give negative stars, I would but one is as low as it goes.
I bought 2 rugs from e-rugs in March 2018 - one larger area rug (wool), and the second a small runner (I think jute). Both were new, origin India. When they arrived, and I unwrapped them, I realized the colors in the larger rug would not work, so knew I would return/exchange it.
HOWEVER, both rugs had the most INCREDIBLY DISGUSTING SMELL that got worse and worse the longer they were in my house. They smelled like they had been stored in a moldy basement for years, and then had been dunked in a vat of car deodorizers - a super strong, nauseating stew of mildew and air freshener.
I called e-rugs to request a return for the larger rug. First, they tried to offer me $75 off the purchase price to keep it. I then mentioned the smell (I'd only had the package opened for about a half hour at that point, so didn't yet realize how terrible it actually was) and the guy said "well, they are old rugs". When I told him they were not, he hemmed a bit and then had to look them up and finally agreed they were not. SERIOUSLY? Even if they were old, this smell is _not_ normal!! I have old rugs - I have 2 from Iran that are over 80 years old, and they do not, and have never, smelled like this. I know what wool rugs smell like. _Never_ have I smelled _any_ rug (or anything, actually) as terrible as what these 2 rugs smelled like. It was so bad we all had pounding headaches within 2 hours of opening them, and over a week later I'm still trying to get it out of my house completely.
As another customer has noted as well, e-rugs "free returns" claim is also complete BS. First, they try to talk you out of it as above (even after I complained that the rugs smelled). Then they charge you $5 for Fed Ex pickup, plus I had to go out and spend $$ on plastic, tape & twine to repack the rug (the packaging they ship the rugs in is not reusable). I also got the same reminder (threat) that the other reviewer did, about how when they receive it they'll charge me if it's "damaged" - ha, what a joke, I should charge them for the noxious stink they unleashed into my house.
I really did like the smaller runner, and thought (hoped) I could get the smell out and keep it, but even after having all our windows open for 3 days straight, it still reeked. I ended up just throwing it away, I was so desperate to get that stink gone - I didn't even want to touch it to re-wrap it and I wasn't going to pay another bogus $5 Fed Ex pick up fee.
At best e-rugs are is, at worst they are dishonest. Who would sell rugs that stink this bad, and then try to pass *** off as "the rug is old"? Clearly they knew these things stank before they shipped them, otherwise, where did the deodorizer smell come from? Is that the "all rugs are cleaned before shipping" claim they make on their site? At no point did the returns person indicate any concern once I told them about the smell. Is this a complaint they are used to getting? How potentially toxic is mold/mildew that smells this bad?
Recommend NEVER shopping here. I certainly will not, ever again.

Company double charged me for item and quantity, will not make immediate credit; making me wait until item I did not order is returned to them.
On 3/17 at approx 10pm, I made an attempt to place an online order for a rug from eSalerugs.com for a total of $189. I received a prompt telling me there was an error on the site and the order did not process. I immediately called esale rugs (as the site allowed me to put in my credit card number) and stated the problem. Rep verified that the order did not go through and I placed the order via the telephone with the rep, providing her with my credit card info, etc. On Sunday morning, I was alerted that my bank account was debited twice. Instead of one charge for $189; eSale charged my account twice, making the total charge $378. I immediately called and spoke to a rep by the name of "Monte," who told me that because the rugs had shipped already, I needed to wait 2 business days for a return label, call FedEx, schedule a pick up, and upon receipt of the rug in their warehouse, they would refund me the $189 I was overcharged OR they offered that I keep the additional rug and they would immediately credit me $68. I had no need for an identical rug, so I declined that offer. When I hung up with Monte, I was upset that they were able and ready to credit me $68; however, stated I have to wait a week prior to them issuing me a full credit of the $189 they over charged me, so I emailed him and asked that they credit me back immediately. He did email me back and state that this was their policy. Monday morning, I called eSale and spoke with a rep by the name of "Morgan." She was very apologetic and put me on hold to speak to her supervisor. Although she was apologetic, she stated the supervisor would not be able to credit me back until the extra rug was received back in their warehouse. They covered the $5 pick up fee for Fedex to come and pick up the rug, which should take place sometime Wed.3/21/18. NO company should over charge a customer and tell them they have to wait for a refund. I am completely aware that Esale Rugs has no bearing on timing of a credit made by my Visa card, or my banking institution;however, eSale Rugs is capable of starting the process and issuing an immediate credit, especially since they were at fault for the overcharge.

I would give this company zero stars but you have to vote. When my husband and I received a rug we ordered from this company we immediately noticed that the company damaged the rug but rolling it up so tightly and then in the end for whatever reason decided to crease it together to make it even tigher which damaged the rug. We unrolled in and my husband said this rug isn't worth even $100.00. I paid $500.00 for it and it was damaged because of the way they shipped it where the hard creases that formed from them squeezing it together in the end would never come out. I sent them an email with how to go about sending it back. Their response was send pictures. I sent the picutures which you could clearly see that from the creases it runied the rug fibers and you could clearly see the lines where it was pinched and never going to flatten out. They said you can pay a fee to ship it back to us or take it back to fedex yourself. I was totally confused by this becasue it states on their website they cover the cost to send the rug back they say free returns and free shipping which apparently is BS. When I sent them an email that I would just the rug back to fedex myself they then replied ok but if it is damaged in anyway when we receive it we will deduct it from the refund. Do these people actually think customers are this stupid. It is in no way my responsiblity for how a rug is shipped back to them when it wasn't even shipped to me correctly in the first place. I wrapped it back up in the cheap see through plastic they sent it to me in. I am certainly not going out to buy extra plastic to ship back a damaged rug. My husband also said it was such a cheap and looked like something you would get off a clearance rack rug. It difentely wasn't worth what I paid for it. I notified my credit card company so these clows are not able to charge my card for extra money if the rug arrives back to them damaged. Save your money folks or you can aruge with them about how their website says free returns and no restocking fee. They are crooks. I will never shop on their site again. I also tried to post a review on their website because they sent me an email for a review however, once I posted it they decided they didn't want customers to see how they really do business so it never was posted. Laughable because I guess they don't realize that you can post on many other sites to review them and they are not able to control it to take it down.

I cannot get the company to allow me to return the product or return my phone calls or e-mails.
I purchased a rug 10'5" X 16'6" in late September.
After that I ordered new furniture for my living room. No paperwork came with the rug. I needed to wait for the delivery of the furniture before I could roll out the rug. it came in Oct. when I rolled out the rug it was way too big. Keep in mind I am disabled and my husband is 62 yr. old. I called E-rugs and was honest with the young man. I thought the rug was the wrong size and to find out it was the correct size. I apologized for my mistake and asked him what I could do to fix the problem. He sent me an e-mail stating I could return the rug for a full refund.
When I didn't here from him I called and got a different answer. this person put me on hold and when he came back he said he talked to his manager and because the rug was over 30 days, I would have to pay for the return and pay $125.00 dollars (25% restocking fee). I felt that was unfair. if I spent $100 I would have to pay $25 but because I paid $500 I had to pay $125. This company would make $125 dollar just because I ordered from them. Each person I spoke to tried to get me to keep the rug and offered a $75 dollar refund or 35% off my next order. All I wanted to do was to return the rug and get one that fits. I was then informed they don't do exchanges but if I send it back I would get a refund minus the shipping and restocking fees. because I ordered from this company, my $499 to be exact reverts to $374 plus what ever my shipping charges are. I'm guessing I would be left with at least $250-$300. At this point, I can't use the rug the company will not return my e-mails or phone calls. so they get it all and I have a large rug I cannot use. this company is making money if I do or don't return it. They apparently want people to keep it or they get free money if you return it. Too bad I can't get them to let me return it. I want some of my money back. I will pay for the return and they can steel my $150 dollars. And I will never do business with them again. What kind of company takes money from their customers because they chose to buy from them? Being disabled and in bed 20 of the 24 hours a day and on disability really hurts a person who doesn't need the added stress and because they won't reply to my text or phone calls the stress is even worse. the stress also causes more pain above the regular pain I'm in.

Lesson learned,
xxxxx
1-xxxxx
xxxxx
xxxxx, SC xxxxx

This rug is so thin and I can not get the wrinkles out and it has so many waves in it. The color looks different depending on the angle you look.

the color is white if you look from the left and brown pattern if looked at from the right. It is also too thin. It has wrinkles all over and I can not get them out. I tied cleaning it but to no avail. I hate it and will not be able to use it as it looks so bad. I know I bought it on sale but that is no excuse.

ESale rugs folded my 8x10 rug several times for shipping purposes and it looks terrible. They will not give me a refund because it was a final sale
I ordered an 8 x 10 final sale rug which was advertised as having 'Minor" imperfections and when it arrived, it was folded several times. When we unwrapped it and laid it out, it looked awful with creases and fold lines running all over it. We cannot use the rug and they will not give me a refund. They need to make it clear on their website that they FOLD large rug for shipping purposes rather than rolling them as most rug companies do.