Rugs USA

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: After over a month, I finally received the refund check I will never do business again with Rugs USA and strongly do not recommend them to others Regards, [redacted] ***

Hello,We are sorry to hear of this situation, and apologize for any confusion that may have arisen with your orderRugs USA branded items always ship "as ready"; separate tracking numbers are provided for each of your order itemsOur records confirm one of the two items you originally purchased have shippedUnfortunately, SKU [redacted] could not be fulfilled; a full credit for the canceled unit was processed to your account on 3/If you would like the reference number for this transaction, please contact customer service

Hello,We are sorry to hear of the difficulties you experienced with your orderPlease note that while cancellations may be requested for orders, they cannot be guaranteed as all orders begin processing immediately once you have clicked the "place order" buttonUnfortunately, at the time cancellation was requested, tracking had already been applied to the order and the unit was in transit to your locationAs we could not stop shipment, the only other alternative at the time would have been to refuse delivery with the carrier so a refund could be processed upon the item's arrival to our warehouseUpon review of your order, SKU: [redacted] was delivered to you on 3/We have thoroughly reviewed our records and found no return of the item to dateOn 4/you contacted our customer service team regarding a credit for your order, however as our records indicated a successful delivery and no return information for SKU: [redacted] , we requested return tracking We received a follow up call from you on 5/indicating the item was refused and as a result attempted to contact FedEx on your behalf in order to obtain further informationA loss investigation claim was filed with the carrier which was subsequently denied by the carrier due to confirmation of delivery to youUnfortunately, credit can not be processed for this item without confirmation of return We strongly recommend contacting the local FedEx facility at which you dropped off the item to obtain a record of return or receipt

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello, We apologize for the frustration experiencedYour [redacted] account has been refunded in full for the damaged item in the amount of $Please allow 1-business days for the transaction to post

Hello, Your item was returned back to the facility on March 2nd, and your order was refunded on March 4th, A full refund of the purchase price was issued back to the original method of payment

Complaint: [redacted] I am rejecting this response because: I submitted two emails within the return policyShedding is not normalThere is a hole in my rug now from excessive sheddingMy complaints have been ignoredI reached out on occassions about this rug during the return policy window and both were ignoredI now have a dollar rug with a hole in it, how is that normalI have vacummed this rug at least every other day since recieving it, and the shedding had not improved and is only getting worseI want my rug replacedI wrote to and called you during the day windowI have now reached out in other ways to have this situation resolved and still no one is willing to own up to the defective product made by your companyIf you can't stand by your own product then you should not be selling it Regards, [redacted]

Hello, I reviewed the order and saw our accountant department has issued a check refundWe can not refund the original form of payment on orders over months oldThe check is already in the mail and is for the amount of $We apologize for the delay and appreciate the customers patience

Hello,Thank you so much for your feedbackWe sincerely appreciate you making us aware of the inconveniences experienced surrounding the shipping of the [redacted] Rug you originally purchased on 11/24/We apologize that you felt your concerns were handled with anything other than promptness and professionalismWe take the satisfaction of our customers very seriously and appreciate your taking the time to discuss the situationWe will share your experience with the appropriate parties to help ensure that we are consistently providing you with quality service.We also apologize for the shipping delays associated with this orderPlease be advised that your order # [redacted] was reshipped on Friday, 1/5/18, however, we did have a slight delay with our carriers due to the poor weather on the East Coast when the item was reshippedTracking was updated on FedEx's website on 1/and the item was delivered 1/We have also provided a $discount off your order as a token of our appreciation for your patience and a gesture of our desire to make amends for all the inconveniences you experienced Again, we appreciate you giving feedback and we hope you will give Rugs USA another opportunity to provide you with the quality service you deserve

Complaint: [redacted] I am rejecting this response because: They are sending another rug but I didn't request a replacement rug I just want to be able to send back the incorrect rug and get my money backI did receive a shipping return label via email for the incorrect rug so that I can send that back, which I appreciate Now I will need to get the company to send another shipping return label for the rug (once I receive it) that is on its way (even though I didn't request a new rug) Ugh Regards, [redacted]

Hello, We apologize for the frustration experienced with this orderWe show the unit has been returned, and a full refund of the purchase price has been issued

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Hello, I reviewed the order and saw the credit card did not go through at the point of saleThis issue was taken care of via our customer service, however the pricing error was updated by our internal programming departmentWe apologized for the inconvenience this may have caused and provided a $gift certificate towards a new rugThe pricing has since been updatedThe customer can return to the website and take advantage of the 60% black Friday sale [redacted]

Hello,We are sorry to hear that SKU: [redacted] for Order # [redacted] was damaged in transitWe understand that the claim process can be lengthy and you wanted a quick resolution resulting in a replacement rug At Rugs USA we strive to provide excellent customer service and I sincerely apologize if your order was handled with anything other than promptness and professionalismYou contacted us on 1/29/to report damage to the item you receivedSince your item was damaged in transit, Rugs USA had to file a damage claim with the carrier as there are no alternative options available for us to better assist you in this circumstanceWe recognize that you are upset that the claims process typically takes 8-days and the claim resolution did take longer than days, but we can assure you we made our best efforts to have this resolved as quickly as possibleOnce the days has elapsed, it is procedure for our representatives to reach out on the 11th day to Carrier Claims for an update if one has not yet been providedYou spoke to a Customer Service Representative on 2/who reached out to claims for an updateWe do apologize that you were not updated in hrs as promised on 2/by that Representative, especially since the processing of the claim was delayed by the carrierUpon checking the order, the claim was approved on 2/12/and a refund request was submittedTypically refunds take 3-business days to post, but we were able to expedite your refund in the amount of $and it was processed on 2/Regarding a replacement item, our options to send replacement rugs are rendered obsolete as our system does not allow us to process additional rugs under the same invoiceWhile we understand and apologize for the inconvenience this causes, our system is sthat way for the financial assurance and peace-of-mind of customersFor a replacement rug, a new order would need to be placedWe sincerely apologize for the frustrations caused by this situationThank you for your time and patience Someone will be reaching out to you via email also regarding this matter

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards,

Hello,We apologize that the [redacted] code had been disabled once you tried to use itPlease advise that you were given a $Gift Code for the inconvenience you experienced on 8/and a $Gift Code on 8/since the [redacted] code is no longer validPlease call ###-###-#### to reach our sales department, and someone will be happy to assist you in placing an order.We are also sorry to hear of the issue with the most recent rug you received for order # [redacted] We did offer to file a claim with the carrier since the item was damaged in transitYou did, however, accept a discount of $off the item to keep it making it a final sale which means the item is no longer eligible for a return once the discount is accepted.Once again, we do apologize for the inconvenience of the codes not workingPlease call ###-###-#### to reach our sales department, and someone will assist you in placing your order

Complaint: [redacted] I am rejecting this response because: I already understand the return policy However, the rug was fine upon arrival but started deteriorating and had a hole after the day period A rug that does not last a month is defective and should be accepted as a return even outside the day period Just because you have established a stringent return policy does not excuse you from selling defective products Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:As you have correctly stated, the first package was lost that is not our fault and you have responsibility for that the first order was a gift so we do not pay for itThe second order we paid for out-of-pocket and therefore we are requesting that you credit back money to the second order since we paid for it and never get the benefit of the first order we have no desire to order from you again due to the lack of good customer service If you would like to resolve this matter amicably then you credit back for second order to resolve this claim Regards, [redacted]

Hello, All of our products carry a day return policyAny issues with the delivery or rug must be reported within that timeOnce a customer has surpassed that time, the item is no longer eligible for returnUnfortunately, you contacted our team nearly two weeks outside of your return period