Management Recruiters

The customer was refunded in full on 2/13/for her returned rug (see copy attached) Once a refund is processed it can take 5-business days for the refund to appear on the customers statement, depending on the bank or credit card companyPlease note that the banks have not been open due to the weekend and holiday closure; this is also why it has not allocated into her account as of yet

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.? To Revdex.com,I wished you would take a stance in this matter already; I’ve sent you The e-mail with back and forth conversation between this business and me; I will forward this e-mail to you again!This is ridiculous to listen to the people from Rugs Done Right keep on lying when I already proved to you that they knew about this problem since July (months after rug purchase), and? it’s not year like they keep on saying! Them and I, as I mentioned above, were communicating thru an e-mail with REPLIES back and forthThey have (had) the photos, they thanked me for them ( [redacted] did!), they wanted at that time to fix their error, but obviously forgot about me (I believe intentionally); that is way I brought back the situation again now when it is year since I bought the rugThey ignored me, they disrespected me, and now they lie to my face, thou I HAVE THE E-MAIL with its replies back and forth, where anyone can see that I am completely right about everything I sayWhy don’t they have the decency to admit that they messed up and apologize for their behavior, all those lies, lies and shifting the issue around so they look innocent and I look like a villainI am tired listening to their insults and liesI am dealing here with a bunch of stupid lying little kidsI cannot take this anymore; I’m done with them, these less of human beings! P.S.? I am not sorry for the use of my language because I’m talking about garbage people! I cannot be polite and diplomat with such liars! I am a person of high integrity and sm is not in my dictionary!Just forget about it; I don’t see you (Revdex.com) doing anything right in this matter! Regards, [redacted] ? ?

The customer placed her order from us for an oversized item months ago As advertised, we shipped the rug to her for free, and she received the rug promptly She requested to return the item after the return time frame posted on the website because she said it didn’t match her monitor She either missed the option to order the sample, or decided not to try it first, which would have alleviated her monitor issue She later returned the item, and received a refund on 9/12/As is clearly stated on the Return Policy, we arranged the pickup of the rug for her convenience, and deducted the shipping from the total refund The customer emailed thanking us for helping her chose another rug, and agreed to the terms of the exchange in writing The terms included the refund price of the original rug, a store credit, and new rug selection The exchange rug was also shipped at our expense, and arrived promptly All items are inspected, and the rug was in first quality condition before leaving the warehouseThe quality and construction were exactly as advertised We have had no other quality complaints from other customers who purchased the same exact rug The price she paid was less than all other retailers offer the rug for For the exchange rug, the customer again did not like the color in her home, stating it did not match her monitor Every product description page has the following excerpt: The color descriptions and images shown have been supplied by the manufacturerThe actual pattern may vary as it is scaled to fit each rug's size and shapeAll sizes and colors are approximateWe encourage all customers to view these products in person whenever possibleWe cannot be held responsible for individual monitor settingsIf you are unsure of the true colors, please contact us, we are here to help We have explained to the customer that many customers choose to view the rug in person or order a sample before ordering a large rugThis is remains an option for her We have many free swatches available, which we would be happy to send her to help her use her store credit If the customer’s monitor has failed her twice, perhaps seeing a sample would be ideal

The email address the customer used to place her order is the same one that the Confirmation Email receipt was sent to on each occasion I’m not sure if she checked her spam folder, but that is likely the culprit Regarding her duplicate order, there is simply no way for us to know that she ordered the same rug twice, four days later If she had inquired sooner we could have looked it up by name It seems after she discovered that she ordered two, she changed her mind and decided to cancel both rugs Thankfully we were able to take care of this request for herHer credit was posted to her card for her cancelled orders Credit card companies do vary in the time it takes for them to post a credit to the customer’s statement [redacted] Merchant Services mentions 7-days I have copies of the debits taken if she needs them sent For personal security reasons we will not attach them to this post I hope this is helpful to the customer

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The problem here is not when the rug was delivered, that wasn't the issueI have sent to you (Revdex.com) the e-mails between their company and myselfIt is clear in the e-mail that they received my photos and that they agreed to help me and straighten the mistake made by their warehouse departmentAll this is in their e-mails to me, and I forwarded them to you (Revdex.com)It did not take me one year to let them know what happened, they knew in JULY last year, and it has been more than six (6) months since I was waiting from them to contact me about the new rugTHIS was the issue; THEM ignoring me, forgetting about me...and now on top of loosing my money, they insult me by actually calling me a liar! This is not acceptable and this matter is not going to stop hereAs you can see my name isn't American, so English is my second language, but this doesn't give anybody the right to call me a liar! They have the e-mails with my photos, they understood at that time (July 2015) that a mistake was made by their warehouse, and now all of a sudden they know nothing about anything! I was not born yesterday and I strongly do not appreciate the way I am treated by this company! THIS IS BAD BUSINESS called monkey business! As I mentioned before, I am not going to stop here, the e-mails between them and myself is my defense and I'll go to the Attorney General for client-business complaintsAll that I wanted in the beginning was to exchange the rug with the right rug, now is past all that because this business is insulting me with the way they handle this problem! I am very upset; this is not right!!! Regards, [redacted]

[redacted] was sent exactly the same rug she ordered online Her idea of Olive Green varies from what others would call olive green Olive is not a blue green, but more of a yellowy green Giving her the benefit of the doubt, we had immediately contacted the manufacturer and sent him her photo He responded stating that he "packed her order himself, she received the correct olive green rug" Because the customer wanted a "different shade" of olive, we offered her another rug from a different manufacturer That manufacturer does charge more for their product, however we lowered our price as another effort to appease her She then emailed us back threatening us in five different ways, and said it was unprofessional for us to have emailed her verification from the manufacturer as to what was sent She did not appreciate our efforts to find a color more to her liking Because she simply does not see color the way the most people may, and in yet another effort to please this customer and stop the harassment, we have paid for the return label of her rug, and she has not yet returned it When it is returned she will be credited We have went above and beyond to make this customer happy

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] ? [I placed the order for Rug#June 19, I received the Rug#July (July EIGHT), I wrote that I want to return this rug July (July EIGHTEEN), TEN DAYS LATEROn July 19th Rugs Done Right replies, “The rug purchased is not considered returnable however I am happy to offer you an exchange of another rug (1-for-exchange) of the same price or greater.” no mention that I am not within the return window please note again this is TEN DAYS LATER.? This is Rug# [redacted] This RUG does not have a SAMPLE SIZE it starts at 2xfor $This is considered a Rug not a sampleA Rug size I did not needA Sample is not listed as being available nor was it offered to me.On July 19th I ask till when do I have to chose the new rug to which I receive an email on July 20th saying “I can give you until Monday 7/by 4pm Eastern Time to make a decision.? Please let me know by then.? Thank you “ days to choose another rug.Since the focus changed, from the return, to choosing Rug#2, from July till July 27th the focus was on the new order being placed, I confirmed that I would take Rug#2, originally recommended by them on July 22nd, the following days was were emails confirming availability and so onOn August 1st I write that I never got the return instructions for Rug#1, on that same day Rugs Done Right sends the return instructionsOn Aug 3rd I write to them that I do not understand this return label, as it is not a pre-paid one, nor does it include a pick-up.On Aug they reply “you are responsible for the shipping costs both ways.You are required to return ship the item for a refund, less the deducted original shipping cost to youThis is the only way we were able to get an exchange approved for the non-returnable rug, you are responsible for the shipping both ways”.My reply on Aug-“I really don't understand why u would made me choose another rug if I'm paying shipping both ways!!!”On Aug-7th I TAKE Rug #it to UPS tracking number [redacted] that cost me $The Rug arrived Aug-14th to Rugs Done Right warehouse? On Sep-I send I rug that I saw in person that I like, and they do not sell this rug, On Sep-again I choose one of their rugs, I ask for a swatch the response on Oct-“We do not have a swatch size available.? We only have the 2’3x3’ rug, that can be purchased for $to use as a sampleCan be returned for full refund.” They do not have swatches of all rugs; I would spend valuable time, hit and miss asking for swatches.On Nov-I let them know I want my money back.] Regards, [redacted] ? ?

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] ]RugsDoneRight.com has credited my credit card with $money I have received emails from them between 11/27/to 02/01/ The emails: 12/04/12:33pm from [redacted] acknowledging cancellation 01/18/1:21pm from [redacted] acknowledging and investigation opened regarding the orderBank closed business days to reply to them 01/30/4:38pm from [redacted] Long process/different systems-processed in one of these/different company-takes time/need digits of card for match I emailed 01/30/3:43pm notifying them that I had filed complaints with the MA Attorney General, WV Attorney General and the Federal Trade Commission.I emailed 01/31/10:48am with the digits of my card and my updated good thru date which they have to have to complete the process of refunding $credited to my credit card No refund could be credited to my card without this updated good thru date (chip card activated early last fall) It took them days with an email from me stating that I had filed those complaints to ask for the digits on my card, but notice no good by date ask for I have all emails concerning this matter Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowRegards, [redacted] ***

Please see the manufacturer provided image for this rug, as well as an image of all other items in the collection It is indeed a highlighter yellow color as she was advised We are sorry that the customer is not happy with the rug but she received exactly what was ordered and described to her prior to orderingDue to the customer being very hostile and aggressive with us over the phone we are no longer able assist her

Although the customer cancelled her order just recently, her order for these two rugs which were being hand custom made was actually placed in the year 2014.? Our bank processor does NOT allow a refund to be posted to a credit card this old for many reasons including security, theft, closed accounts, and so on.? This is a national banking industry standard.? If the customer chooses not to? cash the refund check, that is certainly her option.? We feel at this point we have done everything to close this matter, including issuing a full refund.?

This customer has already been refunded in full for the return rug orderA copy of the refund receipt was emailed to the customers easlier this morningWe have attached another copy of the receipt here for the record

The custom handmade runner that has been on order for [redacted] is in transit The runner is not cancelable not returnable, as she is well aware I talked with her many times via chat (all recorded) and phone, and email many times prior to her ordering the runner The total recorded time of communication was minutes The product page clearly states that this rug is custom made to order, with a delivery time frame Here is an excerpt from the product page from which she herself placed the orderProduction time is 8-weeks depending on the size of the rugFeel free to inquire about the availability prior to placing your order by contacting us at [redacted] After the order is placed for a custom rug we can neither cancel nor alter the order.There was one factor that affected a slight delay of two weeksThe rainy season in Nepal caused the rug to need a little longer to dry This is commonplace with any third world country, however the runner is in transit to her now I am confident from all of the communication that this customer was well aware of exactly how long it takes to weave a hand knotted rug from Nepal, and that she was willing to wait for it I'm sorry to hear that she has changed her mind, however the rug was custom made for her and her alone

Revdex.com:? ? I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] ? The matter has nothing to do with price.? I purchased this rug elsewhere and gladly paid more for it so that it would be delivered in home.? that is the sticking point.? The vendor did not provide a solution to the delivery issue, which is the only issue.? I have explained this a million times.? About the price matching: yes, when I first called they have a Price matching option on their voicemail and I used that and they did match the priceBut they lied about delivery.? That is the problem.? They want me to accept delivery curbside and then try to bribe the drives to take the very large rug upstairs.? The freight company made it abundantly they do NOT do that.? It's the delivery, not the price Regards, [redacted] ? ?

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The matter has nothing to do with price I purchased this rug elsewhere and gladly paid more for it so that it would be delivered in home that is the sticking point The vendor did not provide a solution to the delivery issue, which is the only issue I have explained this a million times About the price matching: yes, when I first called they have a Price matching option on their voicemail and I used that and they did match the priceBut they lied about delivery That is the problem They want me to accept delivery curbside and then try to bribe the drives to take the very large rug upstairs The freight company made it abundantly they do NOT do that It's the delivery, not the price Regards, [redacted]

Attached is the rug that was sent to me This is not the color shown on their website for olive green I did not threaten this company, I simy statef the facts that I was going on socialedia as well as contacting the Revdex.com and states attorney I did receive the call tag but was on a business trip in AZ so was unable to return until yesterday The distributors response to her email regarding color was, yeah thats olive green, what you want You make a determination of professionalism I am now waiting for my refund of $ I have a feeling I will be waiting a while so I am contacting my credit card cimpany You would think instead of being argumentative and blaming the customer, she would have quickly apologized about the obvious error and sent a call tag I cautio anyone considering doing business with this company to reconsider egards,

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] This is incorrect [redacted] did not make any effort to stop the shipment of the rug, she simply said to let it ship and simply return itReturn shipping was free, so I would not be out of pocketThis is the worst customer service I have ever witnessed I simply want Rugs Done Right to do the right thing, get the rug picked up and refund my moneyThank you [redacted] Regards, [redacted]

That would be perfect We are happy to work with them directly for you to help you resolve the matter

The main concern is that the customer was shipped her order and refused delivery of the package She was repeatedly informed of the backorder date, and that there was no other way to obtain the rug any other way than simply waiting for the order, or cancelling (which she did not wish to do at the time) She wanted to wait for this exact rug to come in from [redacted] , the manufacturer We even offered her a discount for the delay The rug that was shipped to this customer was never officially cancelled She wrote inquiring about cancelling due to the backorder, however [redacted] replied with the following email at 9:20am on 2/4/15:"Please let me know if you would like to proceed with the cancellation, change the item/size, or continue to wait for the original selection to come into stock.I am trying to work with you to seek alternate options so we can avoid the cancellation fee so please consider the additional suggestions.I look forward to your response." We never heard back from the customer, thus resulting in the fulfillment of her order She claims to have sent a letter, but we did not receive a letter at our store I'm not sure uif she meant email or *** If she has proof of delivery, she will probably see that she sent it to the wrong location We always respond to each and every inquiry I am sorry that she did not obtain a Return Authorization for the item This causes massive delays in credit because there is no way to assign the credit to the correct account The warehouse receives hundreds of shipments each day We are working on trying to resolve issue, however this is the first we have heard of it Simply put, this was a failure to follow posted procedure; resulting in a lost package I do feel confident that the warehouse will find it, but as of today we have not received notice that they have If you return an item to [redacted] 's warehouse without a receipt, you would have the same exact issue

We apologize that we have not received the inspection report for your returned item yetWe have been working to obtain this information for youRefunds are processed as soon as we receive the inspection report from the returns warehouse, confirming that the item was returned in new, unused, condition? Although majority of refunds are processed right away our returns policy page does advise that refunds are processed within 1-billing cycles of date of returnTracking shows return shipment delivery on 7/10/so we are within that posted time frame? Rest assured, the refund will be posted for you as soon as possible[redacted] :Returns must be in original condition and soil/ stain free in order for a credit to be issuedAfter the return authorization is issued, the rug must be received back at the warehouse within daysRefunds are issued only when we receive and Inspection Complete Notification from the manufacturer stating that the item is in original condition and the credit has been issued to RugsDoneRight.com from the supplierRefunds are typically issued within 1-billing cycles