Management Recruiters

I f there was a miss-communication on my part, I followed up on Mar 30, requesting a refund to a canceled order. When Customer Service stated they had not received a notification from transportation the rug was not delivered, I followed up. I also spoke to *** at *** (###-###-####). *** was able to confirm the rug was received back to the warehouse on Feb, under *** tracking number *** *** ***. She was also forwarding the info to Rugs Done Right to clear the account. I still don't understand why the rug was originally ship ten days after I cancelled my order. I received no advance notification that the rug was being shipped and was surprised when an attempt was made to deliver. At this point, I felt my only option was to deny delivery, than to work with the company that failed to communicate over the past several months

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 # ***Please add your rejection comments below.
I DO NOT BELIEVE THIS - THEY TOLD ME EARLIER IT WAS SHIPPED, BUT DUE TO STRIKE (SHIPPING) WAS NOT POSSIBLE - THIS RUNNER SHOULD HAVE LEFT NEPAL LONG BEFORE THE EARTHQUAKE, IT EXCEEDED THEIR TIME FRAME - LONG OVERDUE - ALWAYS AN EXCUSE - SORRY, I FIND THIS HARD TO BELIEVE
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.
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,
*** ***

Our company does not offer an inside delivery option. The website posted policy, as well as the recorded phone and email records with this customer corroborate. I apologize that she misunderstood the service, however we feel we made every effort to help her overcome the fact that she overlooked the logistics by offering her $to find a person to help her bring the rug inside. Unfortunately going above and beyond proved to be a waste of resources

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.

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.

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 here. As 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:***, 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

We have contacted our representatives at *** who deny giving out any information regarding this issue. I am certain that we have not received credit to our account as of yet. Perhaps the customer should have contacted us prior to refusing a shipment when the Returns Page of the website clearly states:"If you refuse to accept delivery of your order, or make an attempt to return your order without an authorization number, you will not receive credit for that item."We are working on her mix up and hope to get it resolved for her, but it should be clear that the customer did not follow the written policies and procedures; resulting in a time consuming and delayed discovery of the missing rug. If and when the rug is found and accounted for, and we receive full credit for the item, the customer can be credited. We have don't everything possible to make certain that these situations do not arise.?

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 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#*** 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 *** 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,
*** ***

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 # ***
[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#*** 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 *** 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,
*** ***

The customer has already been refunded for her cancelled order, less our 15% cancellation fee A copy of her refund receipt will be forwarded to her email for her records

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

Our company does not offer an inside delivery option. The website posted policy, as well as the recorded phone and email records with this customer corroborate. I apologize that she misunderstood the service, however we feel we made every effort to help her overcome the fact that she overlooked the logistics by offering her $to find a person to help her bring the rug inside. Unfortunately going above and beyond proved to be a waste of resources

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.?
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,
*** ***
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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,
*** ***
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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 # ***
]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 *** * acknowledging cancellation ? 01/18/1:21pm from? *** acknowledging and investigation opened regarding? the orderBank closed business days to reply to them? 01/30/4:38pm from *** ? 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,
*** ***
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We are working on gather the information to address her concernWe? have emailed the customer times in the past week.? Earlier today we sent? the following message.? We will absolutely respond to her once we have all of the information necessary.? Just as we want to be
certain she is made whole, we also want to make sure it is correct, and that she is not refunded twice for her cancellation of this order.? ***,? ? 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 # ***?
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,
*** ***
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