Management Recruiters

The customer placed her order from us for an oversized item 6 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 9/12/17. 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 warehouse. The 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 manufacturer. The actual pattern may vary as it is scaled to fit each rug's size and shape. All sizes and colors are approximate. We encourage all customers to view these products in person whenever possible. We cannot be held responsible for individual monitor settings. If 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 rug. This 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.

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]

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. Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We apologize that we have not received the inspection report for your returned item yet. We have been working to obtain this information for you. Refunds 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 1-2 billing cycles of date of return. Tracking shows return shipment delivery on 7/10/15 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 issued. After the return authorization is issued, the rug must be received back at the warehouse within 10 days. Refunds 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 supplier. Refunds are typically issued within 1-2 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. 
I still have not received my refund from Rugs Done Right on an order that was cancelled on May 4 and have been unable to get an answer from them via their chat service or email.
Regards,
[redacted]

The customer was refunded in full on 2/13/15 for her returned rug (see copy attached).  Once a refund is processed it can take 5-7 business days for the refund to appear on the customers statement, depending on the bank or credit card company. Please 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.

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 $292.  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,

The customer’s order shipped two weeks after she placed it. We 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 [redacted], 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 [redacted] advise the customer that she would receive the free return shipping promotion; which is for exchange orders over $500. 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.

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 her. Her 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 7-10 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. 
[Rugs Done Right did not notify me of the delays until I continued to ask for updated status.   In my Feb 3, 2015, I sent an email requesting my refund and I am still awaiting full credit applied to my credit card.   There is nothing else the company can do for me. 
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 4 digits of the card.  She misunderstood our email.  The response time from us has been less than 6 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:[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 transactions. Because 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 4 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

As the customer is aware, the air shipment was scheduled to dispatch [redacted] then the earthquake hit.  Everything changed after that. Most of the washers and finishers are Indian and fled to their homes in India for fear of another earthquake.  The aftershocks continue to this day.  The majority of our weavers returned to their families in the periphery only to discover their homes and villages completely destroyed, buried in some cases.  We wish we could have dispatched the air shipment sooner, but they were hampered by damaged roads and airport congestion due to the relief efforts.  It is simply not possible to adequately plan for a catastrophic event of this magnitude, especially in an under-developed nation. Rest assured, it is in transit to the US and will ship in a matter of days now.

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 453 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 8-18 weeks depending on the size of the rug. Feel 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 weeks. The 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.

We are working on gather the information to address her concern. We have emailed the customer 4 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.  [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 transactions. Because 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 4 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.

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.

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.

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 [redacted].  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.

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 just got off the phone with my credit card company. The gentleman put me through to his supervisor [redacted] in the dispute department. She has advised me not to deal with the company, she will handle the problem from here. Thank you.
Regards,
[redacted]