Rugs Direct

Review: On Friday, May 17, 2013, I spoke with Ms. [redacted] at Rugs Direct. I was interested in purchasing a 6 by 9 rug priced at $243 through Rugs Direct but the identical rug was priced at $155.77 (now priced at $141.11) on a competitor's website ([redacted]) for a difference of $87.43. I then inquired about the Rugs Direct "150% Price-Match Guarantee" policy (attachment 1) to find out if my purchase qualified for this policy. I was informed by Ms. [redacted], similar to what their website states, to qualify for a price match, the competitors product must be the exact same brand, item number, pattern, material, size, shape and color as the one they (Rugs Direct) offer for sale". She then informed me that I would have to place an order with their competitor ([redacted]) to the point right before actually submitting the order then print and email the order to her to confirm it was identical to Rug Direct product in order to qualify for the "150% Price-Match Guarantee". On Monday, May 20, 2013, I sent an email, attachment (2), with the additional attachments; the [redacted] order, attachment (3), the Rugs Direct order verifying they had the item is stock, attachment (4), the photo of the rug at [redacted], attachment (5), the photo of the rug at Rugs Direct, attachment (6), and a full copy of the Rugs Direct "150% Price-Match Guarantee" policy, attachment (1). On Tuesday, May 21, 2013 I received an email, attachment (7), from Ms. [redacted] peppered with words like "customer service", "our reputation", "most trusted and esteemed retailer", "100% customer satisfaction" and "insure accuracy" before she finally got to the point stating "Unfortunately we are unable to honor our 150% price match (of course specifically omitting the word "Guarantee") "since the pricing went below our cost of the product". If you read attachment (1), Rugs Direct "150% Price-Match Guarantee" FAQ's, you will notice that there are extensive restrictions and specific requirement that must be met to qualify for their "150 % Price-Match Guarantee" (all which my order met) but there is no mention of Rugs Direct right not to honor their "Guarantee" due to internal cost of their products.Desired Settlement: I attempted to resolve this issue directly with Ms. [redacted] supervisor (do not have name) when she contacted me on Wednesday, May 22, 2013. When I questioned where it states that their product costs justifies not honoring their "150% Price-Match Guarantee" she started to read the FAQ section (attachment 1) changing it to "Rug Direct reserves the right to not honor a price match if the price is more than the cost of the product (or something like that).She then proceeded to say they were a member of the Revdex.com and works closely with the Revdex.com and the Revdex.com approved this "policy". All which I find hard to believe since the Revdex.com website states Rugs Direct is not a member of the Revdex.com. The bottom line is Rugs Direct should HONOR their "150% Price-Match GUARANTEE" and process my order now based on the new $141.11 price for a price difference of $101.49. Additionally, the Revdex.com should lower their rating from "C" to an "F".

Business

Response: