Payless Rugs

Thank
you for the opportunity to respond. We are sincerely sorry to hear that this
customer experienced some issues with their order and are happy to address this
matter. PaylessRugs,com is a company that fully believes in providing our
customers with the best service possible within the...

confines of our policies.
It is unfortunate that instances do occur where expectations exceed that of
reasonable solutions. This matter is among those rare occurrences and will be
addressed below.
As
the customer stated they received their order in the latter part of December
2014, additionally as they stated the customer did contact us Jan 13th
of 2015 to discuss the rug not laying flat. These area rugs are made overseas
and was rolled for quite some time during transportation. Given the style of
rug ( very thin pile) the fact that it would not lay flat initially is quite
common. At that time based on the description from the customer of what was
happening with her rug, we suggested common techniques to eliminate the issue.
In that same email to the customer, our customer service manager, Amanda ended the
email by stating “ If
you are still having this issue in a few weeks please let us know and we
can address the problem with the manufacturer.”
Unfortunately, the customer
decided to wait nearly 6 months ( Jan 13 – June 2 ) to contact us again for
this matter. At that time our standard 30 day return policy had long expired
and as our policy states, we do not dictate warranties but will gladly assist
in working with the manufacturer to find a resolution.
We advocated on her behalf
with [redacted] the manufacturer however it was found by their claims dept, that no
craftsmanship issue existed. Because the customer waited far beyond our return
policy and did not adequately inform us of any further issues with the item,
waiting nearly 6 months to respond to our suggestions on a remedy, this item
could not be returned.
We do feel strongly we did
everything within reason and within a timeline that exhibited our desire to
assist. Unfortunately this particular instance far exceeded normal expectations
by the customer based on the negligence displayed in communicating with us.
In response to the resolution request for a full
refund. The customer had filed a charge back with their financial institution
and ultimately was awarded that money back. So the request for a full refund is
null and void. As an overview, the customer simply waited too long to address the matter. We replied to her with possible resolutions the same day as her initial complaint and left an open invitation to contact us within a few weeks after our suggestions. This customer waited months, almost 6 months to address the matter and unfortunately that did not give us as many options to assist.  I will also be attaching an image of the issue as taken by the customer for the record as well. Thank you

I spent well over $2200 on the rug naya ny 5084. Beautiful rug BUT I am very concerned about how long it will last. It is pilling a lot. I am concerned there will be bare spots due to this excessive pilling. My dog scratched is nails in an area and the scratched marks remain. This is not a good sign. I contacted the company and they stated it should stop within a month and vacuum on the highest level. After the fact, I found the same rug at [redacted] at half the cost. Very disappointed. Feel I just through away my money,

I am rejecting the retailers response because I originally contacted them within 2 weeks of receiving the rug and noticing the problem (Jan 2015) I went along with their suggestion that I wait 2-3 weeks more to see if the rug condition would improve already put me outside of the 30 day window for returns or warranty. I was never advised in January 2015 that I would have no recourse if I waited for the condition to improve. I did not wait to contact the retailer for 6 months, it was early June and the condition of the rug got worse as time went on and I can only assume the warming weather had an impact. I was trying to be fair and give the rug time to adjust and I bought different rug pads to try with it as well. When I re-contacted them in June they never advised my return policy was up they said they would contact the manufacturer. They then advised I buy an additional product from them to hold the rug down b/c its really light weight and it was at that time they told me I had no recourse with return or warranty as it was up within 30 days. It appears they are aware of the light weight and poor quality of the rugs and they wouldn't offer me the product to fix it for free or any discount on the rug. I then filed a dispute with the credit card agency which is still pending. They did initially reverse the charge but it is unclear if that will remain the case. This company has not offered ANY solution or customer service assistance in terms of fixing the rug, replacing or discount, when I followed their advice to give the rug time to settle. Any reputable retailer would provide some type of customer service solution to someone who made a major purchase that was less than a year old and is clearly defective.

I spent well over $2200 on the rug naya ny 5084. Beautiful rug BUT I am very concerned about how long it will last. It is pilling a lot. I am concerned there will be bare spots due to this excessive pilling. My dog scratched is nails in an area and the scratched marks remain. This is not a good sign. I contacted the company and they stated it should stop within a month and vacuum on the highest level. After the fact, I found the same rug at [redacted] at half the cost. Very disappointed. Feel I just through away my money,