Rugs USA

Complaint: [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, [redacted] ***

Complaint: [redacted] I am rejecting this response because:You are claiming to have no record yet I have copies of all the emails and the dates they were sent that are within your desired day return policyIt seems ironic that when someone send a complaint your emails get loss Regards, [redacted]

Hello, We apologize for the frustration experienced on this orderWe will reach out to you directly via email with the return label to send back your rugThe return label will be at no cost to youUpon the return of the item, a full refund of the purchase price will be 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Hello, All of our items carry a day return policyRugs USA makes all effort to promote our return policy on the website prior to purchase so customers are aware of their time frameUnfortunately, we cannot accept the return of your items once the return window has expired

Hello, Unfortunately, Rugs USA would not be able to accept the return for a refund as this item has exceeded its return policyWhile we understand that the sprouting is unsightly, it is completely for this to occur with rugs made of juteA quick remedy for this situation would be to trim
the "sprouts" to levelThis will made them less noticeable

Complaint: ***
I am rejecting this response because:
I contacted the ups store I shipped the rug from and they provided the exact shipping number stated in the company's email responseThe ups store stated "It was shipped April 25, Delivered to *** ** *** *** ** *** ** *** ** at am on April 26, It was signed by someone named ***There is no other tracking number.
Regards,
*** ***

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, USAAs 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 lawsWe 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 returnWe apologize this is not the customer's desired outcome

Thank you for taking care of the situation promptly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Dear *** ***Thank you for contacting Rugs USA regarding your Order #***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 professionalismWe will look into this and make sure that any
issues are addressed accordingly.Your item was delivered on 01/04/under tracking #***Please be advised of our policy which states,”….if a customer wishes to return an item, they have days from the time of delivery to do so.” You may reference this information along with our entire "Easy Returns" policy at the following link:***You emailed us on 11/6/and spoke with a customer service representative, who informed you that SKU: *** was ineligible for returnWe apologize for the inconvenience, but we are truly unable to process a return for your rug at this time.The Rugs USA return policy is enforced throughout the company and cannot be bypassed. We include the policy on our website, to ensure customers make an informed decision before they purchase with us.The Rugs USA return policy also applies to items believed to be defective as products do not include extended warranties. Also, once the day return period elapses, we are unable to create a return authorization in our system.As previously stated, your rug was delivered on 01/04/and under these circumstances, Rugs USA would've had to have been notified of your request to return by 01/18/We were not notified of the request to return SKU: *** until 11/06/By this time the return period had elapsed by almost monthsSince the rug is now beyond the day period indicated by our return policy a return cannot be accepted. We’re sorry that we are unable to offer assistance in the manner you requestedShould you have any additional questions or needs outside of this, we would be happy to help

Hello, We notified the customer promptly after the order was placed that a system error has occurred with her orderFor the inconvenience we issued a $gift certificate and submitted a full refundWe 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

Hello,At Rugs USA we strive to provide excellent customer service and we sincerely apologize that your order was handled with anything other than promptness and professionalism. Thank you for letting us know about the lack of communication regarding your order #*** after you
contacted us for a Status Update on 12/We greatly appreciate you making us aware of the situation as this is truly a disappointment to us also and absolutely warrants a proper response from us regarding this matter. Your experience will be shared with the appropriate parties to help make sure we are consistently providing you with quality service. Additionally, we would like the opportunity to discuss your feedback and your ideas on how we can make amends for the inconvenience of not receiving an update regarding the status of your orderSomeone from our Escalations Department will be reaching out to you in 1-business days. We hope you will give us the opportunity to rectify the situation

Hello, We are sorry to learn about your dissatisfaction with the item on Order #***.Your item was delivered on 6/02/under tracking #***Please be advised of our policy which states,”….if a customer wishes to return an item, they have days from the time of delivery to do
so.” You may reference this information along with our entire "Easy Returns" policy at the following link:***I see that you contacted us via email on 07/31/and spoke with customer service email representative, Victoria, who informed you that SKU: *** was ineligible for return. You then escalated your return request to determine if someone else would be able to make an exceptionI apologize for the inconvenience, but we are truly unable to process a return for your rug at this time.The Rugs USA return policy is enforced throughout the company and cannot be bypassed by a Supervisor or anyone elseOnce the day return period elapses, we are unable to create a return authorization in our system.As previously stated, your rug was delivered on 6/02/2017, and under these circumstances, Rugs USA would've had to have been notified of your request to return by 06/16/We were not notified of the customer's request to return SKU: *** until 07/31/By this time the return period had elapsed by calendar daysUnfortunately, there is nothing in our system that would allow us to authorize your return.We include the Return Policy on our website, to ensure customers make an informed decision before they purchase with usAlso, please advise that on our website under the Product Details section for item ***, it states "Vacuum regularly as new wool rugs can shed yarn fibers for up to three months." Shedding for wool rugs is not considered a defect.We apologize for any inconvenience this may have causedIf we can assist you in any way, outside of this, please let us know

Complaint: ***
I am rejecting this response because: it's falseI never gave the address that they were delivered to.The emailed receipt clearly states "deliver to" our current address Even with all that, you should have been able to re-order for me and get me therugsYou are after all, a rug company, right? But I was toldI can NEVER have the rugs.
*** ***

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

Hello, We are sorry you feel this wayOur final sale items are sold with a 90% price reduction from the MSRP price

Hello, The customer was refunded on 12/17/in the amount of $for the discount of 75%On 1/19/2016, the customer was refunded $for the return of the item on orderPlease allow 1-business days for the transaction to post on your accountNo further refunds are due

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID ***, and find that this resolution will be satisfactory to me, contingent on Rugs USA making contact, providing a label with delivery tracking, and actually issuing the refund.I have yet to hear from Rugs USA I currently assume that they will send a prepaid label via mail--I have not heard anything via email

Hello,We are sorry to hear of thisPlease note, shedding is a very common occurrence with all new rugs; this is not considered a defectWith regular and proper upkeep, shedding should lessen over time but may not completely dissipate depending on where you have placed your rugsMost modern
vacuums are designed for high powered suction on wood floors and carpeting, and are too abrasive to use at a setting on area rugsWe recommend using the lowest possible settingIf your vacuum has a beater bar attachment remove or raise as high as possible.While we would not be able to accept a return of these items as they fall well beyond our day return policy, we have processed an additional credit of 15% off of each of the items you orderedIf you would like the reference number for this transaction, please contact customer care

Hello, Our apologies for the misshipment experienced with this orderWe have submitted a full refund of the purchase price back to your accountPlease allow 1-business days for the refund to post to the original method of payment