Mastour Galleries

I very much look forward to resolve the issue the client has with the purchase she made with our client , and I'm here to assist her.  
class="">[redacted] bought a hand woven carpet from our carpet around 2 years ago, and I agree that we shipped the slight different color beige to her m, however the rug look very similar in colors to the original rug she ordered . After she received the rug , the client called us and I apologize to her for the wrong color shade in the rug , and I explained to her that she can use the rug with our responsibility till the new rug will arrive from the factory. Unfortunately the original rug that she ordered , the factory does not make the exact shade of ivory .  Please contact [redacted] and tell her that I'm going to offer her $ 1000 off the purchase price , if she wants to keep the rug we shipped her , and we will send her a check for $ 1000.   Otherwise we will gladly refund her the full purchase price.   I tried to reach out to [redacted] , and left voice mail messages and emails, but did not hear back from her.

Review: Hello, In March 2013 I ordered a rug from Mastour galleries ,which they advertise on their website ( Savonnerie SV 59 rug 9 ft by 12 feet ,hand made ). I was send an email on May ** 2013 that they will deliver the rug in 3 wweks since they do not have it currently in stock. Finally I received the rug in late October but a completely different one. I did call Mastour and did sent them the picture that the rug is completetely different -both colour and patern. I was told it was a mistake and they will send me the correct one as soon as it will arrive. I wanted to send them back the rug ,but was specifically told " to enjoy it " till they will send the correct one , since it was their mistake and their fault. I was rather surprised ,but did not mind such solution . I was waiting for the next delivery ,but nothing happened. During the next 14 monthes I called Mastour at least 100 times , send them 20-30 emails , recorded messages , registered letters, demanding the carpet I ordered, the return of money .In conversation with mastour ,always very friendly and optimistic I was told that :they are waiting for the shipment of carpet, the shipment did arrive and they did send it,, the carpet wchich came is wrong colour, they have several of SV 59 in stock carpets and asked to let them know when I will be home so they can send it , to check my email as they are sending me the picture of a similar ones - these once in stock somehow dissapeared , and 100 other excuses.Desired Settlement: I request a delivery of ordered rug or the refund of 6118$

Business

Response:

I very much look forward to resolve the issue the client has with the purchase she made with our client , and I'm here to assist her. [redacted] bought a hand woven carpet from our carpet around 2 years ago, and I agree that we shipped the slight different color beige to her m, however the rug look very similar in colors to the original rug she ordered . After she received the rug , the client called us and I apologize to her for the wrong color shade in the rug , and I explained to her that she can use the rug with our responsibility till the new rug will arrive from the factory. Unfortunately the original rug that she ordered , the factory does not make the exact shade of ivory . Please contact [redacted] and tell her that I'm going to offer her $ 1000 off the purchase price , if she wants to keep the rug we shipped her , and we will send her a check for $ 1000. Otherwise we will gladly refund her the full purchase price. I tried to reach out to [redacted] , and left voice mail messages and emails, but did not hear back from her.