Rugs USA

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 $gift certificate for the inconvenience( Code: ***)Our legal notice on
the website 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. 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 catalogsIn any case, we apologize this is not the customers desired outcome and hope to assist anyway we can with any future orders

[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,
*** ***

Hi Janice! I wanted to let you know that my complaint has been resolvedI received a full refund from the sellerThank you so much for your time and help

Hello, We sincerely apologize for the delay in processingDelivery was successfully completed 12/For the inconvenience, we have deducted 15% off of the current order total of $Please allow - business days for the refund to fully post

Hello,We are sorry to hear that your item for Order #*** did not arrive as expectedUpon reviewing your order, you contacted us on 8/to report damage to your itemWhen asked if there was damage to the outer packaging, you stated that "it had some rips on the wrapping." that
being said anytime there is any damage to the packaging whatsoever we have to follow our external claims policy and file a damaged in transit claim with the carrier. The claim was filed on 8/17, then on 8/we made an expedited call to the carrier to rush the pickup for you and the rug was successfully picked up on 8/21. A refund will be processed in the amount of $once the item is returned to our Warehouse and you will receive an email confirmation once the refund has processedShould you have any further questions regarding this, please contact Customer service at ###-###-####

Hello, Please donate this item to a charity of your choiceA full refund of the purchase price is being issued to your accountWe apologize for any inconvenience this has caused you

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

Complaint: ***
I am rejecting this response because the item was poorly made and I would like a refundYou should stand by your product and if a customer is not happy with the quality you should give them their money backWe were in the middle of a move so I didn't even lay the rug out or open it until two weeks after I received itIt was my first time ordering from rugs USA ( and quite possibly my last ) so I didn't know that the return policy was daysWho has a return policy of days? That's crazy! Please refund me for the rug via my card or store creditThank you!

Hello, We're sorry to hear of this unfortunate situationAccording to our records, a supervisor was able to contact you this morning regarding the unit damaged in transitA full credit was issued to your account for the item; additional discounts toward a future purchase were also
provided

[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,
*** ***

Complaint: ***
I am rejecting this response because: I purchased a $dollar rug. It was delivered in mid February. I did not open it until March 25, 2017. Immediately the rug started losing thread/yarn. It is not shedding. The fiber is coming out and creating large bare areas of only the plastic backing. I have only had the rug laid out for a little over a week and it will have to be thrown away. I realize that my complaint comes weeks after the return period but feel that this is not a return. I have received a defective product. I do not believe that days is an extended warranty. I would hope that the company would rectify this product defect
Regards,
*** ***

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

Hello, We are sorry to hear of this situationA member of our customer service team will be reaching out to you shortly in order to assist with placing a new order for the item you are interested in

[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,
*** ***

[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,Thank you for your feedback regarding your order #***. We apologize for the unsatisfactory service you received when you contacted us on 1/3/We know the situation must have been very frustrating and sincerely apologizeAt Rugs USA we strive to provide excellent customer
service and do our very best to treat our customers with the utmost respect and apologize if your order was handled with anything other than promptness and professionalismWe have forwarded a report of your experience to the appropriate parties within our company. We are sorry that you were misinformed regarding the return cost of the items on your orderFor items smaller than 2xwe always advise the customer to use their own method of shipping to returnThe cost of our labels are based on size and most Carriers base their cost on the weight of the items so the carrier label is always cheaper than ours for these smaller items. Customers should never be advised to pay our return fee for items smaller than 2x8. While we understand that you were disputing the color of SKU: ***-and the pattern of SKU: ***-not appearing as you expected, please be advised, that we have listed the color details of our rugs on the product page that is provided to us by each rug vendor, in this case, SuryaWe also provide a disclaimer on our website that states: "Please be advised that in some cases patterns and colors may vary according to size. The images we display have the most accurate color possible. Due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screenPlease be advised that in some cases patterns and colors may vary according to size. Lengths and widths may vary from the published dimensionsWe do our best to provide you with an accurate measurement, but please be advised that some variation exists and this is not a manufacturing defect."While we would not consider color/pattern disputes as a defect and the customer is normally responsible for return shipping, due to the inconvenience, we have decided that you may keep both items and refund requests have been submitted for your orderSince no return of the items is necessary you may keep, donate, or dispose of the items. Refunds have been submitted to your account in the total amount of $Refunds normally take 3-business days to post, however, we have requested that urgent refunds be processed for your orderThe refunds should process within 24-hours on our end. Someone will also be emailing you shortly regarding this matterShould you need anything or have any further questions, please feel free to reply to the email you receive and let us knowYou may also contact us at ###-###-####Thank you

Hello,We are sorry to hear of the issue with your Order #*** that was Lost in TransitYou placed the order on 12/and the item shipped from our Warehouse on 12/Please be advised that once we hand packages over to the carrier, the carrier handles the shipping and delivery from
there, the transit of the packages is not something that is within our controlIt is always in our best interest that the customer receives the package. Tracking showed the item was delivered on 1/2/18, however, you confirmed that you had not received the item, therefore we filed a lost claim with the carrier and immediately submitted a refund for the order. For order #*** which you received on 1/12/18, we do apologize but since the 50% promo was already applied to this order, we are unable to offer any further discounts on this item.What we can do for you is offer a Gift Certificate code for $on a future orderA customer service representative will be reaching out to you shortly to offer the $GCWe hope that you will accept the gift code included in that e-mail as a token of our appreciation for your patience and a gesture of our desire to make amends for the issues with the lost item on ***To apply the $discount, please enter the code in the gift certificate number field before checkout.If you need further assistance with this or another matter you may contact Customer Service at ###-###-####Thank you

Hello, Thank you for your response; we would like to again apologize for any confusion that may have arisenA representative of our customer care team will be contacting you shortly in order to fully clarify the information we originally provided regarding your order

Hello,We are sorry for the mishandling of your item on order #*** after FedEx picked up the rug that was damaged in transit on 8/ The item was lost in transit by FedEx at their Claim Center prior to being returned to our Warehouse We had to wait for the claim to be resolved before we could proceed in issuing a refundOur claims department advised that FedEx had resolved the claim and that they were unable to locate the item at the facilityAlthough this situation was unfortunate we still have to follow the proper procedures for these types of claims. Our supervisor did try to contact you on 9/6/as you requestedHowever, you had placed the supervisor on hold at the onset of the call and did not come back on the line so the call was endedThe supervisor did follow up with an email after the phone call regarding your concerns. You were refunded on 9/8/in the amount of $348. Please allow 3-business days for the refund to post Again we apologize that this has not been an easy process to go through and should you have any further questions outside of this, please feel free to contact Customer Service at ###-###-####

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