Rugs USA

Hello, We apologize that you are not satisfied with your purchaseUnfortunately, because the item is a month outside of the return policy, we will not be able to accept the return of this merchandiseAny issues with a rug must be reported within days of delivery

Complaint: ***
I am rejecting this response because:A business should not be allowed to sell defective products with no customer recourse
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I still believe the website should clearly state (not hidden in FAQ shipping questions on a separate page) that they do not ship to HI/AK when you are checking out Especially considering my first order was sent, despite the response stating that all HI/AK orders "must be cancelled by the warehouse." If it is known that Applepay bypasses the location, state on your checkout form that you do not ship to HI/AK I would also wonder if I had not used ApplePay, does it still allow the order to complete with HI as the shipping?Living in Hawaii, I look for asterisks next to "free shipping" or other messages in my cart while checking out There was nothing of that sort
Regards,
*** ***

Hello, We will reach out to you directly with a prepaid return label to send back this item at no cost to youOnce the item is returned a full refund of the purchase price will be issuedWe apologize for any inconvenience you experienced

Hello,We understand you contacted us regarding order #***On 10/you spoke with our Customer Service Representative, Kayla, who advised that your rug with SKU: ***-*** is ineligible for return as it has exceeded the return policy window on 9/20/We are sorry to learn
about your dissatisfaction with the itemYou escalated your return request to a supervisor to determine if someone else would be able to make an exceptionA supervisor contacted you via email on 11/and advised that we are unable to process a return for the rug at this timeYou received the item on 9/6, therefore a return would have needed to be processed by 9/or we would have needed to be notified of the issue by 9/20.We recognize that you're asking for the policy to be reconsidered, due to the item having a strong odorOur day policy, however, applies to items reported as possibly defective outside of the policyThese items are ineligible for return since Rugs USA does not offer manufacturer warranties on the lasting condition of rugs beyond the policy.Your concerns are important to us, however, an exception cannot be applied in this circumstance since, rugs do not include lifetime or extended warranties for the lasting condition beyond the day return periodWe strive to assist all customers to the best of our abilities within our policies and guidelines, unfortunately, we are truly unable to accept this return.We can, however, offer you a discount on the itemSomeone will reach out to you via email regarding this.Again we sincerely apologize that we are unable to assist you in the manner you requestedShould you have any additional questions outside of this matter, we would be happy to help with thatYou may contact us via live chat, e-mail, or phone at ###-###-####

Hello, We make all efforts to provide a customer with all of our return policy information prior to placing any orderAll product pages clearly list the return period of days, along with all other product information relevant to a customer at the time of purchaseFor example, here is the URL to
the product on this order: http://www.rugsusa.com/rugsusa/rugs/rugs-usa-seagrass-with-border/Beige/200BHSG0...⇄ We also make special mention of the return policy throughout our website, including our FAQ's and Easy returns page While we understand that the customer may have misinterpreted, misunderstood or received the incorrect return period through an an internet search, we cannot be held responsible, nor accept the return on this merchandise as it has exceeded the return period

Complaint:
***
I am rejecting this response because:i used code to make a new purchase to give the site one more chance and it is a complete fraudulent siteThey took the coupon code for my order and days later cancelled my order and the coupon isn't active any more! The rug was cancelled on their part and it is not out of stock or anything! I offered for them to ship the rug within days or there will be an investigation of this website as it is illegal to run such a businessTook my money and gift card and cancelled the order!
Regards,
*** ***

Hello, Unfortunately we could not fulfill your orderWe have refunded your account the full purchase price

Hello,We apologize for any inconvenience this situation may have causedYour information was forwarded to our Accounting Deptand they were able to confirm on 7/that Order *** failed to create in our systemThe amount of $221.85 has been refunded to you as of
7/28.Unfortunately, since the Order did not generate in our system should you still wish to receive the item, then a new order would have to be placedWe would like to offer you a Gift code for $30.00- *** good toward a future order We again apologize that it took longer than expected to resolve this issueShould you have any other concerns feel free to contact Customer Service at ###-###-####

I am rejecting this response because:The rug is not "Gray" as Rugs USA describedIt is BlueThe Manufacturer's description of "Denim" was accurateThe description of "Gray" is inaccurateI would like Rugs USA to be accountable for incorrectly advertising the color of their product

Hello, We have been in touch with the customer via email and phone with the latest communication being on 04/01/We have confirmed with the customer that a call tag at no charge will be issued to them for pick up on Thursday, 4/7/Once the item has been returned to our warehouse, a
refund of the purchase price will be issued

Hello, I reviewed the order and saw the rug was delivered on 11/(***)The customer contacted us months after deliver and submitted photosWe do not have warranty on our rugs past our days from delivery return time frameThe photos
provided shows pulls in the rug which is common for Hand hooked rugsThe rug is not defective and shows wearThe customer may cut the pulls and it should not unravel furtherThere 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

Hello, I reviewed the order and saw that the customer received the item that was advertisedThe customer contacted us to say the rug was not what she expected, we requested photosThe 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 orderedWe went as far as offering additional 15% to keep the rug or a discounted return label to return the rug for a refund

Hello,We are sorry to hear of the shipping delays you experienced with your order #***It appears that you placed your order for SKU: *** on 8/Tracking was applied to the order on 8/but did not show any movement on FedEx's website until 9/You contacted
us on 9/and one of our Customer Service Reps reached out to the Warehouse for a Status UpdateOur Warehouse was not able to provide an update until 9/due to the Labor Day HolidayOn 9/you contacted us and were advised to allow an additional hours for tracking to update as we did receive confirmation that the item had shipped from the WarehouseYou contacted us on 9/and asked to cancel the orderUnfortunately, since the item had already shipped the order could not be canceled within our system. We sincerely apologize that it took so long for the tracking to update on FedEx's website. Upon checking the item was delivered to you on 9/11. Again, we do apologize for the delay in shipment and that you felt you were being misled in any wayWe would like to offer you a Gift Code for a future order for the inconvenienceThis will be sent to you via email. Should you have any further questions regarding this, please feel free to contact us at ###-###-####Thank you

Complaint: ***
I am rejecting this response because: I received two emails for each rug being cancelled and the dollar amount for eachHow can a rug be shipped if it was cancelled? I've called customer service and my call was NEVER answeredI waited on hold for more than minutes
Regards,
*** ***

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

[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, The tracking number provided to us for the return tracking number is invalidYou provided us with the return tracking number *** and it indicates no movementPlease update us with the correct tracking number for return so that we may update your orderWe will reach out to
you directly for this information as well

Hello,We apologize for the unusual delay regarding your refund for Order # [redacted]. Furthermore, we apologize for your frustration when calling/emailing for an update. Although it is uncommon, delays can happen, however, we will use your feedback in an attempt to prevent similar...

instances. At Rugs USA we strive to provide excellent customer service and we sincerely apologize if your order was handled with anything other than promptness and professionalism.Typically when an order is more than 3 months old we are unable to refund the original method of payment, therefore, a check refund has to be issued.  Our accounting dept advised that the check was printed on 1/24/18, then it was signed and mailed to you on 2/12/18. If you have not received the check after 10-15 days please contact us to let us know. We sincerely apologize for any inconvenience that this entire process has caused you.  A Supervisor will also be reaching out to you regarding this matter.

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.