J and J Rug Gallery

RE: Case NO [redacted] J&J Oriental RugInboxx [redacted] < [redacted] @ [redacted] >Dec (days ago)to me Dear [redacted] ,We have settled the matter with J and J[redacted] and [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] We dispute the response of the merchant, which totally disregards the factsThe merchant has now dreamed up one of the least convincing arguments that we have ever heardHe now claims that the repair was “instantaneous” once we left the storeHowever he has repeatedly told us that he sent the rug to “New York” for repairsIn fact, when we asked to pick up the rug, he put us off for almost a week, telling us that he did not have the rug, that he had sent it to “New York” Therefore, by his own admission, the repair was not even begun when we repeatedly made our efforts to stop any action on the repair The only reason the merchant did not cancel the repair was because he willfully ignored all our efforts to contact him; we left phone messages on various sites on the merchant’s phone tree; the first three messages were left on Wednesday October in the morning less than hours after we had left the rug with him; we then left two more messages on two sites of the merchant’s phone messaging system the next day October According to the stated store hours on our invoice the store was supposed to be open both of those days Ultimately, on Wednesday October 23rd the merchant called to say the rug was repaired; that was days after our first calls to the merchant to stop the repair When [redacted] went to the store on Thursday October 24th, it was for the purpose of getting the merchant to refund the charge on our credit card and keep the rug When the merchant refused to do that, [redacted] sought a reasonable way out of the situation the merchant had created We offered to pay $which was categorically rejected by the merchant Finally we would just like to repeat that we were never informed that the repair was ’instantaneous” We were not told that because such a statement is simply absurd –impossible to execute Regards, [redacted]

The repair of rugs is instantaneous once the customer signed off on the repair in the storeHis decision cannot be reversed and the stages of the repair of the rug are put in motionThe customer is happy with the repair of the rug and we followed his instructions to preserve the
rug

RE: Case NO. [redacted] J&J Oriental RugInboxx [redacted] <[redacted]>Dec 4 (4 days ago)to me Dear [redacted],We have settled the matter with J and J.[redacted] and [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
We dispute the response of the merchant, which totally
disregards the facts. The merchant has now dreamed up one of the least
convincing arguments that we have ever heard. He now claims that the repair was
“instantaneous” once we left the store. However he has repeatedly told us that
he sent the rug to “New York” for repairs. In fact, when we asked to pick up
the rug, he put us off for almost a week, telling us that he did not have the
rug, that he had sent it to “New York”.  Therefore, by his  own admission, the repair was not even begun
when we repeatedly made our efforts to stop any action on the repair.
The only reason the merchant did not cancel the repair was because
he willfully ignored all our efforts to contact him; we left 5 phone messages
on various sites on the merchant’s phone tree; the first three messages were
left on Wednesday October 15 in the morning less than 24 hours after we had
left the rug with him; we then left two more messages on two sites of the
merchant’s phone messaging system the next day October 16.  According to the stated store hours on our
invoice the store was supposed to be open both of those days.
Ultimately, on Wednesday October 23rd the
merchant called to say the rug was repaired; that was 8 days after our first
calls to the merchant to stop the repair.
When [redacted] went to the store on Thursday October 24th,
it was for the purpose of getting the merchant to refund the charge on our
credit card and keep the rug.  When the
merchant refused to do that, [redacted] sought a reasonable way out of the
situation the merchant had created.  We
offered to pay $100 which was categorically rejected by the merchant.
Finally we would just like to repeat that we were never
informed that the repair was ’instantaneous”. 
We were not told that because such a statement is simply absurd –impossible
to execute. 
Regards,
[redacted]

Review: On Tuesday,October 14, we brought a small rug (about 2'3"x 3'7") to J&J to see if the border could be repaired by stitching around the edge of the rug to re-secure the fringe. The rug cost us only $50 and is about 17 years old. It is used as a doormat at our back door. The rug's value to us is only as a souvenir of a trip. us, We initially agreed to the $295. charge. However, we are retired and when we returned home we recognized that we simply could not afford this sentiment or the high cost of this modest repair. We called J&J shortly after their opening hours on Wednesday, October 15(we had brought the rug to J@J about noon or 1:00PM the previous day) to tell them that we needed to cancel the repair and we would pick up the rug. No one answered the phone so we left 3 messages with different phone stations on the answering machine. Each message said that the repair was not to be made and we would pick up the unrepaired rug. We called again that afternoon. and the next day, October 16 always reiterating that the rug should not be repaired. As on the day before we left messages at several different stations offered by the answering machine. We offered to pay reasonable handling and shipping charges.

We heard nothing from J&J until October 20, when we were phoned by Joseph who informed us that the rug had already been sent to New York ( We had not been informed that this was a possibility when we agreed to the repair). Joseph acknowledged that he had our timely messages but that he had not checked his messages. We told him once again that we did not want the rug to be repaired. Joseph told us to wait a few days. We repeated this conversation on Monday, October 21 and said that if we did not get the rug back unrepaired we would have to call the Revdex.com. Joseph responded that there would be no need for that and he would get back to us in a few days. On Wednesday, October 23, Joseph called and told us the rug had returned from New York.

[redacted] visited J&J on Thursday, October 24 and spoke with Joseph. [redacted]eiterated that we had timely called to cancel the repair, that we could not pay $295 for the small repairs to a very modest door mat and that J&J could keep the rug rather than charge us for the repair. In an effort to resolve the matter [redacted] also offered $100 as a settlement for the "repair" of the rug. Joseph then said he would be back in a moment - when he returned he said that he had called New York and the person said that he had too much invested in the repair. Joseph rejected Gene's offer categorically without offering a counter. When [redacted] said, that Joseph could keep the rug, Joseph replied that he would charge us for storage. We do not want to be charged the $295 for J&J's negligence in not answering their phone or checking messages during normal business hours. Joseph did not respond to our Wednesday and Thursday telephone calls until Sunday October 19. There was no notice to us that the store would be closed on Wednesday and Thursday, the days we called repeatedly to tell J@J not to make the repair . The store invoice says the hours are "Monday-Thursday 10am-7pm Friday 10am-5pm Saturday Closed Sunday 10am-6pm Other Hours by appointment". So we tried to contact J@J and left messages on two days when they publicly said that they were open those days - but as we have said they were not open and we did not hear from them until the 5th day after we had dropped the rug off.

([redacted] foolishly left the store on October 23 telling Joseph to throw the rug away after Joseph said that he would charge us a storage fee - Joseph then responded by saying that if that is what I wanted I should sign a paper authorizing him to throw the rug away. [redacted] left the store with out responding. [redacted] spoke to Joseph at about 4:37pm on October 23 to say that he would not want the rug thrown away in the hope there could be some reasonable resolution of this matter - Joseph agreed not to throw the rug away.)Desired Settlement: We want J&J to stop any effort to collect $295 for the "repair" of this rug, when we timely called to cancel this repair. We do not want to be charged for any other amount and do not feel that we should be charged or J&J"s failure to answer the phone or receive messages during their normal business hours.

We also would like the return of our rug.

Business

Response:

The repair of rugs is instantaneous once the customer signed off on the repair in the store. His decision cannot be reversed and the stages of the repair of the rug are put in motion. The customer is happy with the repair of the rug and we followed his instructions to preserve the rug.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

We dispute the response of the merchant, which totally

disregards the facts. The merchant has now dreamed up one of the least

convincing arguments that we have ever heard. He now claims that the repair was

“instantaneous” once we left the store. However he has repeatedly told us that

he sent the rug to “New York” for repairs. In fact, when we asked to pick up

the rug, he put us off for almost a week, telling us that he did not have the

rug, that he had sent it to “New York”. Therefore, by his own admission, the repair was not even begun

when we repeatedly made our efforts to stop any action on the repair.

The only reason the merchant did not cancel the repair was because

he willfully ignored all our efforts to contact him; we left 5 phone messages

on various sites on the merchant’s phone tree; the first three messages were

left on Wednesday October 15 in the morning less than 24 hours after we had

left the rug with him; we then left two more messages on two sites of the

merchant’s phone messaging system the next day October 16. According to the stated store hours on our

invoice the store was supposed to be open both of those days.

Ultimately, on Wednesday October 23rd the

merchant called to say the rug was repaired; that was 8 days after our first

calls to the merchant to stop the repair.

When [redacted] went to the store on Thursday October 24th,

it was for the purpose of getting the merchant to refund the charge on our

credit card and keep the rug. When the

merchant refused to do that, [redacted] sought a reasonable way out of the

situation the merchant had created. We

offered to pay $100 which was categorically rejected by the merchant.

Finally we would just like to repeat that we were never

informed that the repair was ’instantaneous”.

We were not told that because such a statement is simply absurd –impossible

to execute.

Regards,

Consumer

Response:

RE: Case NO. [redacted] J&J Oriental RugInboxx [redacted] <[redacted]>Dec 4 (4 days ago)to me Dear [redacted],We have settled the matter with J and J.[redacted] and [redacted]

Review: DATE: September 15, 2013

SUBJECT: J & J Oriental Rug Gallery refuses to refund the $8500 I paid for a rug that turned out to

be damaged rug and which was returned to them in February 2013.

When I visited J&J Oriental Rug Gallery in February 2013,1 was looking for an antique 9x11' to 12x15' Sarouk rug from 1910-1920 era. [redacted], the salesman, said he did not have a Sarouk that qualified and suggested that I consider trying the Kashan he had. I inquired if I could return the rug for a refund if I did not like it. "Absolutely," he said. I was repeatedly was assured that I could take it home "on approval" and return it for a refund if I did not like it.

I attempted to return the rug for a refund after discovering that it would not lay flat and had compromised edges. Contrary to initial assurances, I was informed for the first time, 5 days after his men picked up the rug from my house for return, that "all sales are final." There are/were no signs posted in the store giving public notice that "all sales are final" and that no refunds are provided. This is contrary to what I was told in the store. Furthermore, any notice on the receipt given to the customer after the sale is finalized is ineffective because it does not constitute advance notice of the store policy. The [redacted] card receipt said in very small print at the bottom, all sales are final, which was contrary to his assurances and was never mentioned during the sales pitch.

I have attempted to resolve the dispute through [redacted] Card; however, I was asked to consider a different rug, a Sarouk. This rug was also damaged and did not meet the quality standard given the fees I have paid. I noted my concerns to him and he shrugged it off. I have also attempted to resolve the dispute through Angie's List but J&J Rug did not respond to them.

I request a full refund for this damaged rug which he has had in his possession since February 2013. Please consider Section 59.1-200 of the Code of Virginia, in particular, the provisions requiring clearly posting notices about the refund policy. I would also like to bring to your attention to Section 59.1- 200(A)(14) of the Code which prohibits the use of "any other deception, fraud, false pretense, false promise, or misrepresentation in connection with a consumer transaction." This rug was represented to be in mint condition and refunds available. This vendor has violated both sections of the Code of Virginia and stolen my money.

He has had my money and the rug since February 2013. I do not want to purchase anything from or do any business with such a dishonest person. $8500 is a lot of money and I need your help to recover it. Can you please help me?

Thank you in advance for any assistance you can offer.

Sincerely,Desired Settlement: I want a credit to my [redacted] card for the full amount that I paid for this rug less the price ($200 max) of the free pad I received (see Attached document).

Business

Response:

September 25, 2013

Dear **. [redacted]:

Your letter of September 19,2013 to [redacted] (his name is actually [redacted]) of J & J Oriental Rug Gallery has been referred to me for reply.

**. [redacted] was surprised to receive your letter as **. [redacted] has already hired an attorney to pursue this matter. Maybe she was not happy with the attorney’s opinion, i.e. that she had no case. She had previously attempted to get [redacted] Card to reverse the transaction, but they too did not agree with her version of events and declined her request.

Perhaps the reason is that she tells people only part of the entire story. When they understand the true factual picture they agree that J and J has done nothing wrong.

Let me explain the circumstances that led to the current situation. I’m sure when you hear same, you will agree with us, her attorney and [redacted] Card that J &J has not done anything wrong during this entire transaction.

**. [redacted] initially purchased two rugs from J & J on January 22, 2013. The purchase price for the two was $4,021.50. She was told at the time that she could take the rugs home and if she didn’t like them, exchange them for another rug in the store. In other words, she was permitted to take and use J & J’s rugs “on approval”, and if they didn’t meet with her approval she could bring them back and get another one. If she didn’t like that one, she could bring it back and exchange it again. The policy was well understood by **. [redacted] as she did just that. On February 3, 2013 she returned to J & J and “exchanged” one of the rugs she had previously purchased for the rug in question here, a Very Fine antique Kashan rug, 8'11" x 11'8". She paid for this rug using her [redacted] Card. Again, she was told that if she didn’t like this rug, she could come back and exchange if for a different rug of the same or higher value.

After using the rug for three weeks she changed her mind again and decided she didn’t want the antique Kashan rug. J & J agreed to pick it up and exchange it again. When they went to pick up the rug and have her sign a receipt saying that she wanted to exchange the rug for another, she crossed out the word “exchange” and wrote in the word “return”, knowing full well that J & J would not permit her to return a rug she had used for three weeks. They are not in the “rental” business, especially if they are being asked to “rent for free”. Their experience over the 60 years that they have been is business is that people will come in before the holidays or before a “special event” and “buy” a rag to use for the holidays or event and then come back after it is over and want to “return” the rug. The purpose behind the policy is to prevent these situations.

Thus, not only did **. [redacted] know J & J’s policy, having utilized it once before, but as she noted in her letter, it was printed on her receipt.

J & I still has the rug and is willing to deliver it to her or allow her to pick another rug of the same or greater value. They have told her this on innumerable occasions. They have also told [redacted] Card this and they have told her attorney this and they apparently agree with J & J’s position.

Now that you know the full story, we hope you will agree with J & J, [redacted] Card and her attorney that J & J did nothing wrong and close your file on this matter. **. [redacted] is doing nothing but "forum" shopping, hoping she can convince someone to agree with her position.

If you have any additional questions or concerns please don't hesitate to contact me.

Sincerely,

Review: I initially contacted J&J Oriental Rug Gallery via telephone. I told them that I have two Oriental rugs that need fringe repairs. I clearly expressed that I wanted for them to come to my home to inspect the rugs because I did not want them to be transported in and out of my house. The owner and president of the company, **. [redacted], came to my house and argued that he needed to take the rugs with him for further inspection in his store because of not having "the proper light and space" in my house. He originally asked for a $600.00 deposit to clean them, which we negotiated down to $200.00. This was to be refunded if the job could not be completed. He then sent me a quote in an email, for $3060 for the repairs, which upon my agreeing to it, he quickly changed and doubled the amount. Consequently, I did not want to go ahead with the repairs in his shop any more. He then refused to return my rugs and held them hostage for almost a month. He demanded the cash and was oblivious to my explanation that he did not perform any work on the rugs. He gave me a story that he had sent them to New York to an expert. **. [redacted] constantly changed the story regarding the type of repairs and the fees. I finally had to pay him the $200.00, in fear that he would not return my rugs, which the combine cost amounts to over $20,000.00. I feel coerced into paying a fee for services that were not performed.Desired Settlement: **. [redacted] prides on being in business for 30 years in Virginia. In reality there have been several people complaining about his business practices. I'd like to get my $200.00 back.