Rugs USA

Hello, A representative will be reaching out to you today to assist in returning the item for a refund. We apologize for the inconvenience and frustrations experienced with your order.

Hello,Upon reviewing your order it appears we do not have the return tracking information for the 2 items on the order. We have thoroughly checked our records, and we have found no record of your items, SKU: [redacted] or SKU: [redacted] returning to our warehouse. All returns...

to our warehouse are checked thoroughly and documented accordingly.Return tracking numbers will need to be provided to us if they should become available. Your refund willcontinue to be delayed until proof of return is provided.  If you deleted the emails you sent with tracking, and if you lost or discarded your tracking numbers, we will not be able to assist with a refund.  When the RA was created in our system you received an email stating all return instructions. One of those instructions was " Be sure to save your shipping receipt and tracking number in case we have any questions. Return credits may take up to 15 business days to process.  If we do not receive your tracking number we are not responsible for any delays in processing your credit." I would suggest reaching out to the carrier used to return the items. They may have a record of the tracking numbers in their system. Another possibility is if the items were lost in transit. I would advise filing a claim with the carrier in the event they lost the items in transit.Since there is no record of your return in our warehouse, Rugs USA cannot guarantee your refund because there are no valid return tracking numbers.If you have any questions or concerns, please call Customer Service at ###-###-####.

[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]

Review: I purchased a product on December 18, 2013 and then immediately upon receiving it, asked to return it as the product didn't meet my expectation. The company's has a 30 day return policy. A return label was issued, I sent the product back and they received it on 12/29/2013 (tracking # [redacted]).

I never received refund, I emailed the company's customer service and they responded that the refund takes 2-7 busineness days to be processed. Now, 14 business day after ( as of today) I still didn't receive the refund and the company stopped responding to my emails (they only responded intially, once, and that was it).Desired Settlement: I would like refund although they aggravated me so much and I spent so much time emailing them that I feel like they owe me much more than that

Business

Response:

Hello, I reviewed the order and saw the refund was already processed. The amount of $140 has been returned to the customers [redacted] card. Please allow the credit card company 5-7 business days to update their records and reflect the fund. In some cases, the credit card company can take up to one billing cycle. Appreciate your patience.

Review: I ordered rug that was delivered on time. I called the customer service the very first day to complain about rug odor. It smelled so bad that I couldn't keep it inside the room. It made my kids cough and they asked me if there something rotten inside the room. Customer service representative said she will notify somebody about my issue and they will notify me about that. Since that, I never heard from anybody. I called them several times, they put you on hold for over 30 min. I don't really have time to hang that long.

[redacted]Desired Settlement: Money back

Business

Response:

Hello, We apologize for the issues you have experienced. We are emailing you a prepaid return label for you to mail the package back at no cost to you. Once the item has been returned to the warehouse, Kindly allow 1-7 business days for the refund to post to your account.

Review: I placed an order on their website for 2 area rugs, same design but in different sizes. The color ordered was "green". The pic they had on the website had a design that had the color green in it. The rugs that I ordered did not have any green at all and all the colors in the rug were different to what was pictured. I sent the company pictures showing what I received to what the picture was that was enclosed with the products that it was not the same and they informed me that they contacted their vendor who said what I received was correct. Well, I would never have ordered it if I knew I would be receiving something different.

RugsUSA informed me that I would have to pay for shipping the product back - that would cost me more than what I paid for the rugs. This is not right. All I want is to have them send me prepaid UPS Labels for both rugs and refund me in full for what I paid for the rugs.Desired Settlement: I want them to send me prepaid UPS Labels to return both rugs since I should not have to pay to return something that is incorrect. I then want them to refund me in full what I paid for both rugs.

Thank you.

Business

Response:

Hello, We apologize for the issues and frustrations experienced with this order. We will be refunding you in full for the two rugs. The amount is $69.98. We will not be picking up these items, we ask that you instead donate it to a charity of your choice.

Consumer

Response:

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

I appreciate their favorable reply and will honor their request and donate the rugs.

Review: The customer service representative I spoke to regarding my lost order was rude, sarcastic and condescending. They were clearly incapable of offering a solution except to say that I would have to wait 8-10 days for UPS to resolve my order before being able to provide me with a refund. I can stand to wait, but the rudeness with which I was treated is unacceptable and this company should not be in business if they can't get their act together.Desired Settlement: I would like to receive a full refund in a reasonable time and I would like the complaint to reflect on their Revdex.com score.

Business

Response:

Hello, I apologize for the frustrations experienced with this order. We are investigating the issue you experienced. Our records indicate that you have discussed your issues with a supervisor who offered you compensation, which you declined. Your account has been refunded for the lost package. Please allow 1-7 business days for the transaction to post on your original method of payment.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I did accept compensation from the supervisor, however, unlike their records indicate.

Regards,

Review: On July 7th, I purchased two rugs from [redacted]. After two weeks, only one rug had been delivered. I had to call to get the refund for the rug that was not delivered. The second rug did not look like the online picture, so I wanted to return the rug. After three months of trying to return the rug, the company allowed me to print the return documents with a valid number. The rug was returned to the company, through [redacted], which was signed for by the company. The rug had the proper identification number, tracking id and return paperwork. Also, the tracking id was entered on the company's website, per their request. The company accepted the return in November. Over the past two months, I have called customer service numerous times to try to get a monetary refund for the exact amount spent on the rug. The customer service number is slow to answer, pushes customers to voice-mails which are never returned, will not allow escalation to managers, will not provide customers with an employee id or name for reference, and other issues have arisen over the numerous calls. Also, I have multiple emails from customer service that approve my refund, which is never received. I only want a refund for the item returned, which is in their warehouse.Desired Settlement: Refund for Rug (which has been returned to company): $182.70Refund for Return Shipping (from UPS): $50.00

Business

Response:

Hello, I reviewed the order and saw our accountant department has issued a check refund. We can not refund the original form of payment on orders over 3 months old. The check is already in the mail and is for the amount of $182.70. We apologize for the delay and appreciate the customers patience.

Consumer

Response:

[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.]

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,

Review: On November 6, 2014 I ordered a rug from RugsUSA.com. Order # [redacted] in the amount of $199.00. As stated on their website, it took a couple weeks to process and then almost a week to deliver so I did not receive the rug until the week of Thanksgiving. As it was the holidays and we were preparing to renovate our family room during our Winter Break in December (we both work for the school board), we left the rug in the wrapping to protect it. We painted the room the last week of the year and then put the rug out that same week. It looked fine.

After just 4-5 of being down, a particular area of the rug started to come apart. I contacted them immediately but they said it was past 14 days and they would not accept a return. I explained that I do not want to return it. It is defective and I would just like a replacement. I have a newly renovated room with a rug that looks like it is coming apart.

After emailing back and forth a bit with the customer service department, they basically said I'm out of luck. There are no warranties on their products and they don't accept returns after 14 days. How can there be no warranty on a $200 product? Especially after such a short period of time? Any assistance you can offer would be most greatly appreciated.Desired Settlement: I would like the rug replaced.

Business

Response:

Hello, I reviewed the order and saw the rug was delivered on 11/24 ([redacted]). The customer contacted us 3 months after deliver and submitted photos. We do not have warranty on our rugs past our 14 days from delivery return time frame. The photos provided shows pulls in the rug which is common for Hand hooked rugs. The rug is not defective and shows normal wear. The customer may cut the pulls and it should not unravel further. There is nothing else we can do in regards to a return due to the extended time of the rug being in the customer's possession.

Consumer

Response:

I am rejecting this response because: The rug was delivered 11/24 but was not opened until 12/23. The rug is located in a room that only I go in to watch TV. Only my husband and I live in the house. Getting "pulls" in the rug is not normal wear and tear after being down for only 6 weeks. Having a 14 return policy is absurd when you are selling products for hundreds of dollars. I am not asking for my money back. I am simply asking that this defective product be replaced.

Business

Response:

Hello, We understand this is not your desired outcome and we are happy to work out pricing for a new purchase.As far a return/refund ,there is nothing we can do since the rug was in your possession for 4 months.

Review: On 2/1/15 I purchased three rugs from [redacted] with the order number [redacted]. They were: Salim rug (multi) – product #[redacted], Valencia Wool Hand Knotted Shawl (perl) – product #[redacted], and Oriental rug (pink) – product #1[redacted]. All were purchased with a 75% off discount.

On February 3, I received two emails from rugs usa notifying me that the Salim rug was no longer in stock and the order had been canceled. I was subsequently informed that the Valencia rug was also out of stock and that my order for that rug had been canceled as well. I have checked the rugs usa website every day since then and both rugs are listed as in stock and available for purchase. However, the percentage off of both rugs is now 20%, instead of the 75% off that I paid on 2/1. Between 2/3 and 2/6, I have placed 6 calls to rugs usa customer service to ask for an explanation as to why my order was canceled if the rugs were in stock. I have been given four different answers: I was told that the rugs were not in stock and that the inventory system took 24 hours to update; the rugs are out of stock and that the website takes up to 72 hours to update; that the 75% off that was advertised when I ordered the rugs was an error and the order was canceled for that reason; there was an error in the price AND they’re out of stock.

After the above noted calls, I called customer service again. I gave the rep product numbers for both rugs and was told that they were both in stock. Again, both are advertised at 20% off. My final call was to a supervisor, [redacted]. I informed her of the information I was just given by the customer service representative from her company. She reported that the information available to the reps was ALSO incorrect. She reiterated that no orders for either rug would be filled.Desired Settlement: I believe rugs usa canceled my order for two rugs because I purchased them at 75% off, when they should have been listed at 20% off. Instead of honoring the price I paid and shipping the rugs, they are dishonestly asserting that they are not in stock. I am asking that rugs usa honor my original order by shipping both rugs to me at the price I paid. If they are indeed out of stock, I would like them shipped when they are back in stock, again at the price I originally paid (i.e. 75% off).

Business

Response:

Hello, I reviewed the order and saw that the two rugs have been cancelled because we experienced a glitch on our website.We notified the customer right away and even provided a $20 gift certificate for the inconvenience. ( Code: [redacted]). Our legal notice on the website states: Applicable LawThis site is created and controlled by House Accents in the State of New York, USA. As such, the laws of the State of New York will govern these disclaimers, terms and conditions without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, terms and conditions at any time. House Accents reserves the right to cancel any customer order that is found to have a pricing error due to a web site programming bug or typographical error on it web sites or print catalogs. In any case, we apologize this is not the customers desired outcome and hope to assist anyway we can with any future orders.

Review: I received this rug from RugsUSA order # [redacted]. it was severely damaged. I returned it via [redacted] and this retailer will neither refund nor ship me a replacement product until [redacted] processes a damage claim. This could take as long as eight (8) days. I will be without a rug for up to two weeks. I was not responsible for the damage yet they feel it is acceptable to hold their customers money hostage until a third party processes a damage claim. I regularly buy merchandise online. I have never encountered any other retailer with a policy that penalizes their customers in this way. I would like an immediate refund and/or replacement rug.Desired Settlement: I would like an immediate refund and/or replacement rug.

Business

Response:

Hello, We apologize for the frustration experienced. Your [redacted] account has been refunded in full for the damaged item in the amount of $227.25. Please allow 1-7 business days for the transaction to post.

Review: The company sent defective merchandise and failed to honor their return policy. The rugs were mildewed and damaged. I have contacted them multiple times, provided a photo of the damage and they have sent responses but only the same delaying statement without providing services. It has been 2 weeks and still they have not responded with a decision. I subsequently was asked to review the company by reseller ratings.com and found repeated instances of the company failing to respond to return requests and even when returned failing to refund.Desired Settlement: I want them to be accountable for their own policy and guarantee and I want them to meaningfully respond to my communications.

Business

Response:

Hello, I reviewed the order and saw the claim was processed with the manufacture. We have advised the customer a pick up has been issued via fed ex. Once the pick up scan shows on the tracking number , [redacted]834, we can issue a full Please see attached the details of the return with instructions the manufacture has issued.

Consumer

Response:

I am rejecting this response because:

they provided for only one of the two rugs and both need to be returned both are mildewed and smell and I want to return both. I need label to return BOTH RUGS.

Business

Response:

Hello, At this juncture, the return is not possible. As per the manufacture:The customer received this rug on 3/13. I am sorry, I need to deny it. The rug has been in the customer's possession for 40 days and there is no way to investigate the claim. based on their response and us having no records such as e-mails or phone call logs corroborating a return for the second item on the order there is nothing we can do further.

Consumer

Response:

rugs usa refunded me finally so this is now resolved.

Review: I have a $234 merchandise credit to Rugs USA which I have been trying to use. Rugs Usa gave me a Promo code instead of a gift certificate number, but every time I try to enter the code, I can't use it in the gift certificate redemption line, only on the promo code line, which means I am unable to use a promo code for the 70-80% off sales, meaning I would have to pay full price for a rug that is 80% off. I have contacted customer service at least 5 times, each time waiting over 20 minutes on the phone line, to then be put in touch with the same rude agent who tells me that she can't do anything about it, that a supervisor must do it, but that the supervisor is not there. I leave a voicemail, which is not returned for at least a day and not to my mobile number, which is every time the number I request to be called back at. The first time the supervisor called back and left a message, she completely missed the point about not being able to enter in the promo code, leaving no solution, meaning I just had to call back again and start the whole process again. At this point over a week had gone by and I requested a check in the amount of my full refund because they were doing nothing to help me. They refused, and I tried the whole process again. It was their Labor day sale and the rugs were 80% off. I picked out 3 rugs that were well over my $234 credit and tried to call customer service to purchase on Thursday, 9/3, telling them I needed help because I did not want to miss the sale. By 9/9, I still had not received help and had missed the sale and my chosen rugs are now on back-order. I no longer want to do business with this company, since they don't seem to want to do business with me. They have made every step of this simple issue a hassle. This should have been fixed two weeks ago when I first called, and I can't believe the complete lack of customer service they have shown me.Desired Settlement: At this point, I have tried everything I can do to purchase a rug from this company. Because of their poor service, I missed their sale and my desired rugs are out of stock. I feel that because of my trouble, and because of the company's unwillingness to try their best to help me out in a timely manner, I should receive a check in the amount of my full $234 credit.

Business

Response:

Hello, We have been in touched with the customer and have provided store credit codes to the customer.

Consumer

Response:

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,

Review: I ordered a rug from a company that offers free returns. They sent me the wrong product. They asked that I take a picture of it and email it to them before I was allowed to get a return shipping label. I took the picture, emailed it to them and was told that I would receive it in 5 days. It's been 14 days and I haven't heard from them. I tried to contact them today during normal their normal business hours but they aren't available to resolve this.Desired Settlement: Immediate refund

Business

Response:

Hello, The claim was reviewed and processed. The pick up is still pending, however a replacement rug was shipped via ups tracking [redacted].

Consumer

Response:

Review: [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 back. I 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,

Business

Response:

Hello, Our returns department will issue a return label for the new rug shortly. Please note the mis shipped return label has still not been used. A refund can only be provided once the rugs are returned to our manufacture's warehouse.

Review: On Sept. 26th, I made a purchase of 3 rugs and a rug pad order number [redacted] . The total purchase price was $773.40. The rugs were delivered on Tues., Sept.29th, however, they delivered two of everything. I immediately called the company and was on hold for 45 minutes, then they hung up. I tried again and they were closed. I called the next day and spoke with Devon. I explained that they delivered two and she said there was no record of another order- she checked my name, phone number and email. She spoke with billing and I was not billed twice. She arranged for a free return pick up and I was to get an email in two days. No email came. I called again. Once again I was on hold and hung up on. When I got through, I asked to speak to a manager. No manager was available. I spoke with Meria. She checked the order, my name, phone and told me there was only one order , I did not have to pay return shipping and she would set up the call back. Once again, no email came with the return information.

My credit card came on Mon. October 5th and I was billed twice for the order. $773.49 twice. I was furious.

I called and tried to get a manager, once again, no manager. I spoke with Erin . she checked the order, put me on hold , for 35 minutes and came back and told me I ordered them twice and had to pay to return them. I did not order two of the same rugs. What a scam.

They told me they would set up the return and deduct all of the fees from my return. UPS picked up the rugs on Oct 8th. I have gotten no credit to my account . They are not answering the phone . I want ALL my money, $773.49 returned. This is their error and I do not want to pay for shipping.

Can you please help me ???

Thank you. Desired Settlement: I would like them to credit me the full refund of $773.49 that I was charged twice for.

I should not have to pay for the return shipping, since I never ordered these rugs.

Business

Response:

Hello, Our records indicate that you placed your order twice, using two individual email addresses, which led to confusion of not being able to locate one order. You placed [redacted] with email [redacted], while order [redacted] was placed using email address [redacted]Order [redacted] has been refunded for the return of your merchandise, minus the shipping cost. In addition to that, we will also refund the shipping cost totaling $77.67 back to your account as well. Please allow 1-7 business days from today for the refund to post on your account.

Consumer

Response:

the rest of the money was just put back my account.

Review: I have ordered and received a rug from this company. It is clearly NOT the rug in the photo. I emailed the problem and started the return process online. Only receiving emails back saying they received MY emails. After a couple of days of not hearing from them...(and may I add they give you 14 days to return an item) I private messaged RUGSUSA on [redacted] as to where the fellow told me to take a photo of it and include it in my email. So, I studied the return policy on their website. NOT REQUIRED. So, I messaged him back stating that it was not required, he said it wasn't, and this is where I finally got the feeling I was caught in a "Bait & Switch"....now I have called, required me to BUY and $18 return tag to ship back, in which I haven't gotten yet....order #[redacted] for $87with return auth.#[redacted]for $18...plz help me, I wonder if I will even get my money credited back now...thank you I should have known that after she told me they don't even exchange no matter if they were at fault, and many run arounds and the time sensitivity changing on each situation......this company should be closed down...they are like a credit card company charging interest and making a killing but in a different clever way....Desired Settlement: I want the $18 return sticker I PAID FOR emailed to me ,to send THEIR mistake back....I want my $87 for the rug credited to my debit card quickly + it would be nice to refund my $18 for the return tag also

THIS WAS THEIR MISTAKE AND I AM PAYING THEM TO RETURN IT.......BS

Business

Response:

Hello, We show that you received the return shipping label that you purchased and utilized it to return your item. The item has been returned to our warehouse today, and a full refund of the purchase price of the rug will be issued. The amount of $87.80 will be refunded back to the original payment method used. Please allow 1-7 business days for the transaction to post.

Review: I have done business twice with this organization. Both times I have ordered from them I have received the wrong rug (not the rug I ordered) in the mail. The second time, most recent order, the rug I received was no even close in color or style to the rug I actually ordered. I needed the rug in time for a large gathering that I was hosting which had been planned for months. The order arrived a week in advance, but as mentioned it included the wrong rug.

All over their website it says that if you email them you will receive a response within 24 hours. I emailed them on a Monday immediately following the delivery and still had no response 48 hours later. I tried calling and despite calling 3 different times throughout the day I sat on hold for over 20 minutes with no one answering the phone, or direction on what a "wait time" was if there even was one. Following my frustration with not being able to get anyone on the phone and the false advertising of receiving a response to an email within 24 hours, I emailed yet again. Now going on 5 days after they mailed me the wrong rug and multiple attempts to contact them with no response I took to Twitter. At this point my event is only two days away. Another random customer saw my tweets and starting joining in my frustration as he was also not getting any response from customer service.

I am blown away by the lack of professionalism, the false advertising and lack of concern to fix an issue for a paying customer that was a result of their carlessness (not mine) in mailing me the wrong order twice.Desired Settlement: I would like to be mailed the item, as well as refunded the cost of the item for this inconvenience and bad business practices.

Business

Response:

Hello, A return label has was issued at no charge for the merchandise that was delivered to be returned on 12/15/15. Atthis time, this return label has not been used. If you would prefer, we can schedule a pick up from your home instead, or issue you another label. Once the item has been returned, a full refund of the purchase price will be issued. We will reach out to you directly to follow up with the return issue as well.

Review: Hello, I purchased a rug 1 month ago from rugs USA. The product says will ship within 72 hours. I received a confirmation email with order # [redacted] and then nothing. Since then I have emailed the customer service email three times and I get a automated response saying they will respond by the end of the day but then nobody responds. I have called the customer service number a bunch of times and waited on hold for 45 min and then it says nobody is available goodbye and hangs up. I paid $550 and they took my money but have not responded or sent me the rug. Thank you for your help.Desired Settlement: I would either like my rug or a refund of my money

Consumer

Response:

Hello,After filing my complaint the company got back to me and rectified the situation.[redacted]

Review: I purchased an area rug from www.rugsusa.com. The picture was of a gray rug, and the description for the rug was "gray". The rug I received was Blue. The manufacturer's tag on the rug specified the color was "denim". I contacted Rugs USA and asked to return the blue rug. They asked me to send pictures of the rug and details of my concern which I did. Their response was that I received the correct rug, and that they "changed the name of the rug to gray" from the manufacturer's name of "denim" because they felt that blue did not accurately describe the color of the rug. They offered a reduced price for returning the rug.

I said that I did not accept financial responsibility in returning the rug because the situation was a result of their error in changing the description of the rug from "Denim" (which would have been accurate) to "Gray". Their response was that they were going to deny returning my item unless I paid to send it back to them directly or "purchased a reduced price label" directly from them.

I was advised by an attorney to accept their reduced price label to send it back to start the return process, but to seek support from the Revdex.com in having the company reimburse me for the expense to myself as they falsely advertised the color of their product and are now not wanting to be accountable for their error.Desired Settlement: I would like my credit card credited back for the return shipping costs associated with returning the area rug that was falsely advertised as Gray when it is in fact Blue (Manufacturer's name is "Denim".

Business

Response:

Hello, I reviewed the order and saw that the customer received the item that was advertised. The customer contacted us to say the rug was not what she expected, we requested photos. The photos determined the customer has received the correct item. We updated the name on site because DENIM did not accurately describe the color of the rug but the wrapping still says Denim and the customer received what was ordered. We went as far as offering additional 15% to keep the rug or a discounted return label to return the rug for a refund.

Consumer

Response:

I am rejecting this response because:The rug is not "Gray" as Rugs USA described. It is Blue. The Manufacturer's description of "Denim" was accurate. The description of "Gray" is inaccurate. I would like Rugs USA to be accountable for incorrectly advertising the color of their product.

Business

Response:

Hello, Please refer to our legal notice on our website that states:Applicable LawThis site is created and controlled by House Accents in the State of New York, USA. As such, the laws of the State of New York will govern these disclaimers, terms and conditions without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, terms and conditions at any time.This return issue did not constitute for a free return. We apologize this is not the customer's desired outcome.

Review: I ordered a rug online. The price was 6.56

My order completed and I received the confirmation. On the same day, many of my colleagues and friends ordered the same item. They ALL received the rug and were charged 6.56

I received an email two days later indicating my order was cancelled because the "price was wrong".

I feel that if the company honored 1 order for the rug at 6.56, they should honor ALL orders.

They charged my bank - twice on October 31. They did credit back today.

Please see the confirmation below.

Thank you for shopping with us.

We appreciate your business and look forward to making your shopping experience with us great.



Order #: [redacted] [track] Destination: [redacted] USA

Name: [redacted] Ship Method: [redacted] Date: 2014-10-31 09:31:50.000 Gift? This order is not a gift.



Product Qty Unit Price Adjustments Subtotal [redacted] (slate-blue) - [redacted] 1 $26.24 ($19.68) $6.56

Adjustments: Promotion ($19.68)





Subtotal:

$6.56



Shipping:

FREE!



Sales Tax:

$0.00



Grand Total:

$6.56

Billing: It is our policy to bill at the point of sale. If your item becomes backordered for longer than 30 days, we will credit your payment method.

Return Policy: We stand behind every product we sell. If, for any reason you are not 100% satisfied with your purchase, return it within the specified time period and we will exchange it or refund the purchase price, whichever you prefer. Personalized and custom-made items are, regretfully, non-returnable, unless there is damage or a defect in which case we will happily provide a replacement of the item you ordered. To begin the return process please follow the instructions here.

Contact Us: Call us at ###-###-#### Monday - Friday 9AM - 6PM EST, Saturday 10AM - 5PM ESTDesired Settlement: I would like the rug that was ordered. It was advertised for 6.56

Orders were completed and shipped for this item at 6.56

Business

Response:

Hello, We notified the customer promptly after the order was placed that a system error has occurred with her order. For the inconvenience we issued a $30 gift certificate and submitted a full refund. We have also instructed the customer with our legal notice which states as follows:Limitation of LiabilityHouse Accents reserves the right to cancel any customer order that is found to have a pricing error due to a web site programming bug or typographical error on it web sites or print catalogs.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

I was notified there was an error with the order. They told me the error was with my payment. They indicated my payment did NOT go through because the was a discrepancy in my billing address?I then paid using another card.Honestly - it is my belief, once the company fulfilled one order, they should be obliged to fill mine. They charged my card. and twice!I do not accept their response - as the response had nothing to do with price of item.

Regards,

Business

Response:

Hello, I reviewed the order and saw the credit card did not go through at the point of sale. This issue was taken care of via our customer service, however the pricing error was updated by our internal programming department. We apologized for the inconvenience this may have caused and provided a $30 gift certificate towards a new rug. The pricing has since been updated. The customer can return to the website and take advantage of the 60% black Friday sale. [redacted]