Management Recruiters

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

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 [This company's website is deceptive and the consumer is not aware that the item is not in stock until you follow up with then on the status of your order Then if you cancel the order you are charged a 15% fee If I had known the object was out of stock and then placed the order anyway I would be fine with a cancellation fee but because they don't tell you that information in advance I don't think I should have to pay their cancellation fee The only acceptable resolution for me in this situation is to be refunded the cancellation fee also Thank you Regards, [redacted]

The customer placed her order for a backordered rug She was aware that it was on backorder when she ordered, and was emailed updates when the rug, which comes from China, was slightly delayed The cancellation policy is clearly stated, however we did try to offer her a price accommodation for the wait We offered the next size up at the same price The rug is ready to ship next week, so the wait is finally over, and the rug can ship We feel we have done everything within our control to try and please this customer, given the world issues in China that have delayed the delivery

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]

I'm truly sorry that this customer is unhappy with the time it takes to look into a refund that was already processed We did not ask her for the last digits of the card She misunderstood our email The response time from us has been less than hours on each occasion The banking industry will not disclose records without the proper paperwork From all of the information we have AT THIS TIME, a duplicate refund is what she is asking for hereAs I've told he numerous times, the investigation is underway She emailed us regarding her order stating:"which was placed on April 7, 1914." As you can see this is incorrect.This is a copy of the email sent to her: [redacted] , I apologize that this is such a long process We do not use the same system as we did when you had ordered One system shows the refund has been processed I see you cancelled last month We have our old processor looking into the transactionsBecause it was a different company then, it takes time to gather the information This means they need to run a report of all transactions with the last digits of your card, for a match We hope to have to have access to the full reporting by the end of the week Thank you for your understanding

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 I totally disagree with the time frame: First of all the conversation time would indicate I talked for more than hours?? wrong - I did talk to [redacted] twice but we talked mostly personal matters - not about the rug - Secondly, the notation about the time frame delivery was not in the web page when I ordered - this is something entirely new - knowing that, I never would have ordered - I just checked their page on this notation - "Production time is 8-weeks depending, etc" I strongly believe this was put in after I ordered My question is: how long to wait - they keep telling me previously (you will receive it shortly) Personally this whole transaction is questionable - see below\The latter was sent on January - I could send you all the emails, just need your right e-mail address and only if you are interested in receiving themHi ***, The rug was not readily available to ship from the warehouse but is in transit to the US nowThe container is currently crossing the Atlantic, expected to dock at port in the next 2-weeksWe will send you the tracking as soon as it becomes available Thank you, [redacted] Customer Service www.RugsDoneRight.com [redacted]

The [redacted] tracking for the rug is [redacted] .? As you can see, the rug was shipped within days.? She lives miles away.? The [redacted] transit time to Washington State from Maryland is business days.? The rug was delivered to her then.? The package is wrapped in clear waterproof plastic.? If the rug was the wrong shape, which we cannot verify because we do not have her photos, then she would have seen that from the outside of the packaging.? We have zero proof from her that the wrong shape was sentI am sorry that it took her a full year after the rug was delivered to make contact again.? We feel we did everything possible to work with this customer to obtain images of the issue.?

Because these claims are so outrageous, we have had three people independently review all correspondence with this customer both by email and recorded calls. The customer’s recollection of her order process simply does not mirror the facts. All correspondence with the customer
has been attached. We have reviewed the recorded calls for accuracy and with a scrutinizing ear. Unfortunately, the customer heard only what she wanted to hear, and not what was actually saidThe answers given to her reiterated exactly our standard shipping policyOur shipping policy is clear, and has not changedWe have never offered an inside delivery optionWe do offer free shipping, and that entails the carrier bringing the package to the door, or closest available and safe access point. The Shipping Policy is always available on the website for easy reference. I suspect the customer did not read itFor oversize packages, the driver brings the item as close as possible to the home/ office. The recorded incoming call was a conversation about the pricing, transit time, carrier, and availability. Her main concern was price, and she asked about matching the price of another retailer. We beat their price for her even though the rug was not advertised as the same productWhen the shipping method question was raised, the customer was clearly told that the carrier does NOT bring the rug inside the house. We suggested, as we have for many customers, that she offer the delivery company driver cash to carry the item for her. This tip came from other customers who had a positive result with this method in the past. The comment was simply to share information. As most consumers have experienced, the carrier will leave a package outside their door, but that location varies depending on the driver. The customer was emailed the tracking information the day the rug was shippedShe admitted that she missed the notification. After emails with the customer in hours, and phone calls with three different employees and manager, attempting to offer the customer solutions, we feel we have been extremely generous in our offer to help her overcome her issue. As you can see from the proof attached, the customer was offer $to find a local handyman to carry the rug upstairsThis is only out of courtesyBeing miles away, we cannot carry the rug in for her ( although again this was never offered or promised)An excerpt of the many emails with this customer is below: I apologize that we are not communicating with each other. The purpose of talking with you was to solve the problem, regardless of your prior misunderstanding of how the rug was going to be shippedWe have no way of knowing how your age, or what your physical abilities are in regards to bringing in a rug, and no assumptions or discriminations are made regarding the sameWe sell rugs that are shipped to you, but as mentioned to you, we do not offer a white glove delivery serviceThe $courtesy credit is for you to decide what works best- whether that be to hire someone to bring the rug indoors, or ask a neighbor, the choice is yours. I am sorry that we don’t seem to be able to communicate

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 # ***
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 clear: they do NOT do that. It's the delivery, not the price
Regards,
*** ***

We did make every effort to stop the shipment of the rug that you had ordered. It is unfortunate that you changed your mind just as the rug had shipped. Had you cancelled the order prior to shipment this would not be a concern. A rug purchase is a large consideration for many reasons. We paid for the shipping to you, and that is a loss. Unfortunately when you change your mind about a purchase, there is a cost to return. If you would like to take advantage of our Free Return Shipping Promotion, please visit the website for details. Thank you

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 # ***.
[The shipping of the “None Returnable RUG” $was deducted from the refundSo the shipping for Rug #was + for a total of $dollars out of my pocket, still don’t understand how they paid for shipping Rug#1.I am asking NOTHING for FREE. On the contrary I am willing for them to deduct the shipping of the second rug as well in order for me to get MY MONEY backI do not recall FREE SWATCHES being offered to me, only in yesterdays email since I have gone to Revdex.com for what I consider my right.Please have Rugs Done Right tell me to WHAT STORE I can go see a rug IN PERSON in the SEATTLE AREAAs I asked this question Aug-and their answer was “You are certainly welcome to shop through rugs locally and let us know which one(s) you may prefer instead. We carry all of the top brands and I can assure you that we will get you the very best pricing on your next selection” Yet they never provided an address or a name of a store I can go toOn Sept-I send an email with a Rug *** *** sells asking if they have this rug, as they stated “they carry all the top brands” On Sept-they reply “We do not sell this rug*** *** purchases full container shipment so they have item exclusives” WHERE CAN I GO IN PERSON TO CHOSE A RUG IN THE SEATTLE AREA? This is not buyers remorse I still need a rug, unfortunately Rugs Done Right has MY MONEY for it I want to be able to go to a store with my paint color card and my cushions and chose a rug.]
Regards,
*** ***

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 # ***.
[I am refusing the mailed refund check I will accept a refund to be credited to my credit card *** ***
Regards,
*** ***

For personal protection, we cannot post a credit card number on our response, however if the customer can contact our accounting department we would be happy to provide the exact transaction ID and account information. We do respond to each and every contact; typically within minutes or less! We look forward to helping *** with the information she needs

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 # ***Please add your rejection comments below.
Hello there,I cannot believe what message Rugs Done Right sent to you! It feels like I have to argue with a little kid about thisFirst of all the rug was ordered on 2/15/and was delivered 4-weeks later! Second: I explained them why I did not open the rug/package for about four months: I was remodeling the room where the rug was supposed to be laid down, and the label on the rug was right, was what I’ve ordered, so for this reasons I didn’t open the packageAnyway, when I contact the business by mail, all I wanted was to get the right rug shape and send back to them the rug their warehouse sent to me by mistake! I have all the e-mails back and forth between them an me, and I can prove to you that I have sent them three photos of the rug and label, for which by the way, *** thanked meLast I’ve heard from them was on 7/10/when *** wrote this: “Hello ***, The warehouse is working to locate a piece for youPlease allow them a few days to try and obtain oneWe will follow up after the weekend once they have reopenedPlease accept my apologies for the delay in response.” They are nine (9) e-mails between them and I, and I am going to forward them to you (Revdex.com) in an another e-mail is going to follow this one (sorry, I did not know how to attach it to this letter)As you are going to see after reviewing the e-mails, you’ll see that Rugs Done Right is not telling the truth! And I have never opened the rug to step on it; it’s still brand new! Regards,
*** ***

The attachment is a copy of our emails to the customer asking for images, but with no replies from her. Perhaps she sent photos and they were sent to the wrong email address, or because it is a year later, they may have even been archived. I do not see any photos in her record. If the customer did receive the wrong shape, which is rare, but could have happened, then why wait a year to have it replaced? We certainly are not intending to offend the customer. Because this was an e-commerce transaction, we would have no way of knowing what her Us Citizenship status is or is not. We do sell and ship worldwide, and thus have zero bias or discrimination towards anyone who elects to shop with us. I am saddened that the customer would think such a thing

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 # ***
[My Credit card company researched records from 04/01/to 02/03/for a refund of $credited to my account They informed me No refund Thank you
Regards,
*** ***

The product page from which she ordered has not been changed since the product was added to the database on 6/18/2008. I can provide an affidavit from the manufacturer of the rug proving that the runner has been made specifically for her and will be arriving to her home shortly. Any time items are custom made overseas there can be delays due to weather and logistical situations which are out of our control, however this runner is due within two weeks of time frame that she was quoted. If she would feel more comfortable seeing a letter from the manufacturer, we are more than happy to provide this

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 # ***
[I will accept a refund for $to be credited to my credit cardI will not accept a mailed refund checkMy credit card company assured me yesterday evening by phone that they would accept a refund of $credited to my credit card by RugsDoneRight.com I reject a mailed refund check*** ***
Regards,
*** ***

Mr*** had placed his order for two small runners and was shipped the rugs within hours He decided to return them and was emailed the return instructions. The packages were shipped to two different locations, and due to the holiday schedule, were not inspected for calendar
weeks. We addressed his concerns in the following email : I apologize for your frustration. Typically refunds are issued the same day we receive the inspection notice from the manufacturer, which is mailed to us via ***. Because of the closings for the holidays and warehouse inventory, we have yet to receive these notifications from the manufacturers for the two rugs you returned weeks ago. Regardless, in the interest of moving this forward, I have credited your account. Thank you for your understanding. He was refunded promptly, and wrote us a thank you note via email on 1/19/15. I believe the customer is satisfied with the prompt manner in which we responded to his inquiry

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 # ***
They indeed did indicate two things on the initial phone call I made when placing the order: 1) the item was in stock, She was ABSOLUTELY sure of that. Lie number 1. I asked and she answered that it was definitely in stock. Later she said she has no way of knowing the in stock status! Then don't make promises2) I'm not sure exactly which language she used on the in home delivery but it was NOT "curbside" which is a far cry from an acceptable delivery service for a x rug. I would never have placed an order for a curbside delivery. Furthermore, the freight company they chose only gives hour delivery windowsI cannot hire people to sit on my curb for four hours and wait for the delivery company to show upThey did NOT offer an actionable solution. Or I would have gladly accepted it. Instead now I have to wait longer for a rug delivery that is holding up my redesign project. I am gladly paying more from another company to have the guaranteed delivery in my home. Not a non-solution of just throwing money at meThat doesn't get the rug inside.
Regards,
*** ***