Incredible Rugs and Decor Reviews (%countItem)
Incredible Rugs and Decor Rating
Address: 1514 S Main St, Boerne, Texas, United States, 78006-3308
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I love the fact that a real person picked up right away. Robert was fabulous we went back-and-forth with three conversations today handling a few glitches. He was very thorough and I did not feel rushed. And we ended the day with the information we needed
Thank you for your feedback, Jean. We're happy to hear it.
Your associate Robert was excellent found in what I wanted by solving my rig issue
Thank you, Sharon. We're delighted to hear it. Enjoy your new rug.
Incredible Rugs and Decor has a fantastic, user friendly website that is easy to explore and shop. You can even use a virtual tool where you upload a photo of your room to see what the rug will look like. Very impressed with the prompt delivery and follow up email. This company really cares and wants you to be satisfied with your purchase. Our rug is of great quality and looks amazing in our dining room. I will use this company again.
Thank you for your kind words, Lori. We are happy to hear it. Enjoy your new rugs.
On 9/30/19 I placed an on line order for a rug from the noted retailer. The rug is a replacement rug for an identical existing rug that is 10 years old. I chose the retailer because of their ability to ship quickly, as we had just completed a remodel. Rug arrived in a timely manner. However, upon inspection of the rug, it had a noticeable faded "stripe" down the middle of the rug. We brought the rug inside to make sure it wasn't the "diffused sun" outside causing an issue. However, it was worse inside under the lighting. At that time I contacted Incredible Rugs and Decor. They asked for "documentation". I took the requested photos and texted them as requested. At that time, the transaction went south. They initially said that it was a "natural variation" in the rug. Well, "natural" isn't a perfect stripe! Then they tell me they talked to the rug manufacturer (Oriental Weavers), who confirmed to them that the rug was perfect. At that point, I have an interior designer observe our rug. She agreed there was an issue. I have a textile major friend who examined the rug, and agreed with the interior designer. I had friends observe the "stripe" - (keep in mind I said nothing other than, "do you think this rug looks OK"?) My husband noticed it (& he notices nothing). Initially, I was hoping for a replacement. However, after numerous emails back and forth, and realizing that this company wasn't for us - I inquired about having the rug returned. Their banner on their web-page says 30 day returns. Well, it is if YOU want to pay for it, even if it's a situation like this!! FINALLY, I get a return authorization for FED EX to pick up. Over a week later I get an email with a partial refund on my credit card (not even the original amount that was emailed to me). I have contacted the Manufacturer who stated to me, "we have a 12 month return policy, and the retailer knows that". Well, they are now stating it's a 12 month return policy for defective/flawed rugs (which I believe I had)! Nevertheless, I would like a complete refund for this transaction. As I believe that with my professionals reviewing it, and the manufacturer stating in an email that she would personally inspect the next rug dispatched to me, and numerous people confirming our concern on the "stripe", I am certain that there was an issue in this rug. I have spent WAY too much time documenting with photos (which requires packing and unpacking BOTH rugs (the new one and the existing one to document the difference), as well as emails, phone calls and communication to the manufacturer. Now, I'm having to deal with a complaint because they don't want to make a customer happy. This isn't a situation of I didn't like the color, the shape, the size or had a custom piece made for me. It's us not liking the condition of the rug that was shipped to us. I'd just like this resolved ASAP. I have found a retailer locally that has agreed to inspect the rug before it's delivered to us, and will return the rug no questions asked in the event we are unhappy. I'm just hoping to get this taken care of first.
We have refunded this customer in full, less return shipping, as per our stated return policy. The rug was returned, inspected thoroughly, and found to be free of any defects and flaws. We believe the customer was disappointed with her order because the rug, which shipped brand new from the Manufacturer's warehouse, appeared to be brighter in coloration than her existing rug she was replacing, which she described as 10-years old and 'old and smelly'. Obviously, a brand new rug will look different than a 10 year old rug as the old rug will be subject to fading, soiling, and wear that occurs subtly over the past decade. We cannot be responsible for a new rug to match a 10 year old, pre-owned rug.
Because our rug was not defective or flawed in any manner, our stated return policy applies (customer pays return shipping) and the Manufacturer has confirmed that it does not qualify for a replacement due to being in perfect condition.
Complaint: ***
I am rejecting this response because:
I wanted to at least a couple of issues with this on line retailer, Incredible Rugs & Décor As, I haven’t asked for anything other than to be made “whole” again.
I’ve attached a photo of the rug in question (the faded stripe is noticeable on the photo and even more in person). I believe you will note the faded stripe that is running perfectly down the center of the rug. There is no doubt that this is an imperfection in the rug. I have had numerous people in the industry (interior design and furniture sales) note that there is an obvious flaw in this rug. I didn’t ask for a replacement, I didn’t ask for anything other than to return the rug (with a return order from them). This rug isn’t what was ordered.
The fact that the rep with the company is stating no “damages” to the rug is accurate The rug isn’t damaged! I never claimed it was. It is flawed. It isn’t a first quality rug. It isn’t something that I paid for. I don’t know why I am responsible for a return charge of a product that wasn’t received as ordered. Can this rug be used as a rug? Absolutely! Can it be used in the front room of our home as a décor element? No. Not at all.
On their landing page it has a “30 day return” notation on the top of the screen. Only after you scroll down do you see that it is “discounted return” is in the graphics. Again, a bit misleading – although this shouldn’t even apply to this transaction.
Repeatedly, they (IR & D) stated that it was a natural variation in the rug. I am in complete agreement. As we have owned this identical rug (which we were attempting to replace). This “natural variation” should not be a perfect stripe! How is that a natural variation? I believe the natural variation would be a color variation in the looming of the rug – which should be characteristically throughout the rug. Not in a perfect stripe.
Design is subjective. I have been in the design industry since 1990. Different industry but similar elements in play. I feel totally disrespected by this retailer. To state that their observations are correct and mine are wrong, is disrespectful, and not an ethical way of conducting business.
Then to add salt to the wound. They charged me $11.70 MORE than they emailed me initially for the cost to return the rug (which I never agreed to incur). How is this OK?
Again, thank you for your attention to this matter. I am exploring other avenues to take, as I am just trying to recapture the cost we incurrred. As, I am always willing to pay when it’s our error on orders. This isn’t one of those situations.
Rug price was $509.16 less $19 return shipping label, $12 return shipping label for rug pad. $10 fedex home pickup charge for a total refund of $486.16 issued on 11/4/2019. The remaining $15.70 was cost of shipping insurance, which is not refundable. The rug was carefully inspected and found to be free of flaws and defects. We regret that you were not happy with the vintage appearance of the rug. However, no further accommodations will be made.
Complaint: ***
I am rejecting this response because:
as previously documented I have had numerous people view the rug photos and all see the imperfection I was visiting family this weekend out of town The photos are being forwarded to a Kansas state university interior design instructor for feedback (but school is currently out for winter break). All of the people (8) that viewed the photos saw the flaw (without me pointing it out)! Not sure that the Revdex.com can assist much more at this point, as it’s obvious the company is difficult to work with So, I presume I will be contacting the state of Missouri and possibly an attorney for further direction after the first of the year. I can only hope this complaint brings their business practices to light so other customers will be aware of their lack of concern for customer satisfaction I am thankful social media can bring this all to the attention of customers looking for options for rugs My advice “Look elsewhere!!”
lesson learned for us! Use brick and mortar stores that stand behind the merchandise they sell And do it more economically!!
Very pleased with the Karastan Torrent Desert 8x11 area rug. Great communication, fast service. Highly recommend this company for quality ad saving money
I had a great experience with this company. I ordered a rug on line Jon a Monday and called them Tuesday after I did not get a shipping date. The gentleman assured me I would receive a confirmation email and shipping info within a few days. He even said I would likely have the rug by Thursday. Well to my amazement the rug was delivered on Wednesday. It is absolutely gorgeous and I can't wait to place it into our new vacation home. I also got a great sale price. I recommend them and will purchase from them again.
Thank you for your review, Deloris. We appreciate it and I hope you are enjoying your new rug.
Sincerely,
Steve A
Incredible Rugs and Decor