Rugs USA

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]

Review: I ordered a rug via the internet Order # [redacted]; Item #[redacted] The color of the rug I received is nothing like the image on the webpage. The item on the webpage grossly misrepresents the actual image. The website displays a colorful rug including yarns of blues, reds, yellows, oranges,pinks, etc. The item delivered is a dull gray rug. I attempted to call RUGS USA on 3 occasions. Each time I was on hold for 22, 27 and 36 minutes respectively. I could not wait any longer on these calls as I had to call when I was at work. They are not open after normal business hours. I then attempted to email the company through their website which says they will respond within 24 hours. I emailed them on 12/7, 12/8 and 12/9. It is 12/11 and I have not received a response in regards to my inquiry about returning the rug and requesting RUGS USA pay for return shipping. I tried to call them again today, 12/11 and was on hold for 31 minutes. I am stuck with a rug I did not order and I have no means of contacting the company as they do not answer their phones or emails.Desired Settlement: I would like my money refunded for the incorrect I was delivered and I would like RUGS USA to correct the image on their website.

Business

Response:

Hello, We apologize for the frustration experienced. We are emailing you a prepaid return label at no cost which you can use to mail back your item. Once the item has been delivered to the warehouse. Please allow 1-7 business days for the refund to be processed.

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: I purchased a rug and rug pad from Rugs USA. The rug arrived damaged with a hole in it. I emailed Rug USA's customer service right away and received an automated reply that they would get back to me at least within the next business day. I never received a reply. I have since emailed them again, tried to live chat through the site (Live Chat is always offline), and have called their customer service line repeatedly. No one ever answers the phone. The only time I could get through to an actual person was when I connected to their Sales department. The employee said they would place me on a "brief hold" while they connect me to a customer service rep. Again, no one ever picked up the phone. I originally just wanted to request pre-paid return labels and for them to send me a replacement rug. As of this time, I haven't yet received the rug pad. After this poor service experience, I would like them to refund the entire order.Desired Settlement: Rugs USA has the responsibility to amend this situation by refunding my order. The rug arrived damaged and I would like to return it. Therefore, I also have no need for the rug pad and would like a refund.

Business

Response:

Hello, The claim has been concluded by [redacted] and the item is being returned to our warehouse. At this time a full refund of the order is being issued, in the amount of $146.80. Please allow 1-7 business days for the refund to post on your account. We ask that you please donate the rug pad to a charity of your choice. We will not need this item to be returned. We will also email you directly confirming this information as well. Thank you!

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 December 9, 2015 I placed an order with Rugs USA at an advertised 70% off price of $281. As soon as I clicked "place order" my credit card was charged the full price of $899 plus tax ($962) I immediately began calling the customer service number. I called a total of 4 times and was on hold well over 2 hours each time before giving up. I called my credit card company, [redacted] They also called Rugs USA and were hung up on each time. My emails get auto replies, never a real answer. Then, a rug was delivered. A 5X8 rug. I ordered, and was charged full price for, a 7'6" X 10'6" rug. Now I just want that rug picked up and all the charges removed from my credit card. Instead they want me to pay to ship back a rug that was sent to me by THEIR error. I should not be out any money for this.Desired Settlement: I would like this rug that I received through the company's error, to be picked up and my credit card charge to be removed.

Business

Response:

Hello, The customer was refunded on 12/17/15 in the amount of $721.45 for the discount of 75%. On 1/19/2016, the customer was refunded $240.48 for the return of the item on order. Please allow 1-7 business days for the transaction to post on your account. No further refunds are due.

Review: I initially placed my order online for a 200MTVS27C-76096 (spa blue) Moroccan Trellis rug. My sister also ordered the same rug to be delivered to a different address. The rug as described in their online description and picture showed the Trellis portion of the rug as being raised. When my sister and I received our rugs she got the rug as advertised I received an entirely different rug than what I had ordered. I contacted Rugs USA's customer service department where I was told to take pictures of the rug and submit it to their claims department for review. After several days of not hearing back from them as promised I contacted them and spoke with a customer service agent named Elizabeth. She told me that they would issue a return label with UPS and that I needed to re-wrap the rug and have it ready for a pick-up. Then Elizabeth informed me that a credit would take up to 15 days before be put back into my bank account and that I would need to reorder the rug myself. I told her that I was not going to do that since it was their error in sending the wrong rug and that all I wanted them to do was sent out the rug I initially ordered. She told me that their system is not set up to do that. So I asked to speak with someone who could authorize an exchange and she told me that the claims department has no phones and the only way for her to speak with them was through email. She also told me they have no supervisor's. After conversing back and forth with her she than agreed to place the order for the rug through her office so that I made sure I received the right rug. What is so perplexing is that I had to rebuy the rug instead of just shipping me the correct rug to begin with. lI let her take care of this her way and guess what, I received the wrong rug again. I called her the next and she avoided my calls. They now tell me that the rug is no longer available yet it is still on their website. I have still not received my refund and I have a rug that I did not order.Desired Settlement: I would like the correct rug that I ordered delivered. If it is no longer available in the size I initially ordered than they need to send me the next size up without any additional charge. They also need to correct their website because this is false advertising of a product they do not have. I should have been told that at the beginning. Obviously their telling me that the rug is no longer available is their way of just trying to get me to go away. If the rug was no longer available than how was it possible for their employee to place the order from her computer?

Business

Response:

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