Management Recruiters

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,
*** ***

The customer emailed us FIVE months after receiving her order which was shipped on 2/15/2015, stating that she had received the wrong shape of the correct rug. She explained in her email on 7/6/that she received the wrong shape, but only realized this months after the delivery. We
asked her via email for photos of the tag and rug (see attached proof of request) so we could forward them to the manufacturer who shipped her the item . The customer never replied to our requests for proof that the wrong shape was received. She also never sent photosBecause she had the rug in her possession five full months before even alerting us to the issue, and without proof with images, we were not able to assist her. It is now a full year later. I'm surprised that she would not have contacted us immediately after receiving what she claims was the right rug, but wrong shape. Unfortunately she had not sent photos, and has been using the rug for over a year now

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.
I just got off the phone with my credit card companyThe gentleman put me through to his supervisor *** in the dispute department. She has advised me not to deal with the company, she will handle the problem from hereThank you
Regards,
*** ***

We are very sorry for the delays you experiencedImporting from overseas does take time and on occasion shipments are delayedAs mentioned, with production and importing there are many factors that can slow a rugs arrival - including weather, social/political issues, and holidays (which vary between US and other countries). All of these factors in turn slow the process of receiving goods here in the United StatesOur goal is to get our customers their order as quickly as possibleWe would never intentionally hold up a shipment and truly want items to ship out as much as the customers want to receive themFrom the time of order placement we have been completely honest regarding the expected date, as we had been provided by the manufacturer

Our records show that the customer requested cancellation in June of and her order was cancelled and refunded at that time. Please advise her to review her credit card statements which will show the transaction refund back into her account

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 dissappointed that this company is taking such a stand I have been totally let down and feel conned by this companyHowever I still have a rug that I do not wantIt was longer than weeks waiting for itHow can we move forward with this problem?
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This is a perfrect example of how some people use the anonymity of the internet to try and discredit ethical businesses. Her accusation that we did not offer an exchange is absolutely false, and has no basis whatsoever. I reviewed the recorded call, and can prove that she was informed of
the option to exchange. It saddens us that she would feel compelled to post incorrect information for a second time. The first dispute she filed was found in our favor because she lied by stating that the rug was defective (which it was not). Then the story changed to her stating the color was the issue. For the most part people, see base primary and secondary colors the same as each other. Very few people perceive color drastically different than the majorityThis customer called prior to ordering to ask about the color. When we spoke to her we described the color exactly how most people see it, and explained that the colors in this collection are bright highlighter neon colorsThis is what she was looking for, and she decided to order. When she got the rug she asked to return, and we offered an exchange to her. I feel we have tried everything we could to make this customer happy with her $rug. She has owned it for almost months now, and has not contacted us once after her credit card denied her claim. We always try our hardest to offer every possible solution to a buyer's remorse situation, because we want people to love the rugs they purchase. If untruths are told by the customer both to her credit card company, and again now to the Revdex.com, as happened in this case, we can not continue to assist her

Attached is a letter I mailed to the company president in March 2015, and still have not received a response. The last statement the company made on your website stated they would have to do some research which would take a few months. Even after I provided a tracking number for the undelivered item they also stated they may not be able to determine what happened to the rug. This meant I would not received a refund. Your assistance is greatly appreciated

I can't find record of a refund, and I also
didn't request one in June of 2014, as I was still waiting for the rug at that pointThe only times I requested a refund were in June of and then again in March of (when I was unable to get the company to respond to me at all after multiple contacts)If the company decided to issue a refund in June of 2014, they did not notify me and it was without my knowledge - since I can't find any record of it, I would need to know the specific account details of where they made the refundOr possibly they were looking at another customer's record when they said that a refund was requested and issued in June If the specific details of the account to which the refund was made, I would be happy to check again
Thank you,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

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

The customer emailed us FIVE months after receiving her order which was shipped on 2/15/2015, stating that she had received the wrong shape of the correct rug. She explained in her email on 7/6/that she received the wrong shape, but only realized this months after the delivery. We
asked her via email for photos of the tag and rug (see attached proof of request) so we could forward them to the manufacturer who shipped her the item . The customer never replied to our requests for proof that the wrong shape was received. She also never sent photosBecause she had the rug in her possession five full months before even alerting us to the issue, and without proof with images, we were not able to assist her. It is now a full year later. I'm surprised that she would not have contacted us immediately after receiving what she claims was the right rug, but wrong shape. Unfortunately she had not sent photos, and has been using the rug for over a year now

The customer’s order shipped two weeks after she placed itWe never received a written cancellation request for this customer, however when she called to cancel, we made every effort to stop the shipment from leaving the warehouse. The rug was already loaded onto the truck with hundreds of
other items, which made it impossible for the workers to locate the item and pull it off the truck. In order for all of the other shipments to meet their delivery deadlines through ***, they simply cannot accommodate one person’s request to stop the truck. On our recorded line, the customer was advised that she could request a return one it was received, and that she would receive a full refund with no restocking fees. As far as her misunderstanding of the policy, this is quite unfortunate because every page of the website has the return and shipping clearly posted for all to see. At no point in the recorded call did *** advise the customer that she would receive the free return shipping promotion; which is for exchange orders over $If the customer had asked about the cost of shipping we would have been able to advise her of the approximate cost, as well as direct her to the page where it is clearly posted. We do take all complaints seriously, and there are consequences to employees if they give misinformation to a customer, but this is simply not what the recorded call revealed. This is exactly why we have these systems in place to improve our service and assure the best quality of service is being offered to our customers

If you click on the link for the item the customer purchased, the sample size is clearly listed. She had the option to order the sample. For future purchases, if a sample is not available, we do suggest ordering a 2xsize, and returning for a full refund. The Swatches page explains this option. The customer essentially had buyer's remorse, and after offering to exchange the rug for her, she accepted the offer and the terms ( shipping cost would be at her expense). The shipping TO HER was at our expense for both the original rug and the exchange items. Not everything can be free. We offered to arrange the logistics of the return for her for the second return. Sadly, the customer is still not happy. Essentially she has turned down all of the suggestions to make the process easier for her ( free swatches, refundable samples, viewing the rug in a store before purchasing, etc.). We feel we have more than accommodated this customer

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.

The *** tracking for the rug is ***. As you can see, the rug was shipped within days. She lives miles away. The *** 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

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.
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 (*** 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,
*** ***

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,
*** ***

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.
I would like to counter the manufacture's response to my claim As you will see by the first attachment, the picture of this highlighter is highlighter yellow and not what I was sent in the mail by Rugs Done Right (see 2nd attachment of the lime-green rug I was sent) The third attachment is the picture on Rugs Done Right's website and does not look at all like the attachments that the manufacture sent in their counter complaintIf Rugs Done Right was sorry that I am not happy with the rug, then they should have been initially helpful and allow me an exchange the rug or give me a full refund, which I was not offered either Of course, I was hostile and aggressive over the phone because Rugs Done Right was not providing helpful customer service and rather was basically telling me that I bought the rug--too bad if I did not like it--that is my problem! The customer service agent treated me as if it was my fault that I was lied to about the color of the rug Obviously, thy do not want to assist me because they NEVER ASSISTED me in the first place Why would they make the effort now? This is a sorry state of affairs that a company can lie, cheat and steal from a consumer just to make a buck Whatever happened to the saying that the customer is always right? Obviously, not in this case I hope the Revdex.com holds Rugs Done Right responsible for their unlawful behavior to the highest extent possible Regards,
*** ***