Rugs USA

Hello, We apologize for any confusion. Please note that from the date a refund request has been processed, it takes approximately 3 - 7 business days for the refund to fully reflect onto your account. You will receive additional confirmation notifying you once a credit has been fully processed. If you have any additional questions regarding your order, please do not hesitate to contact our Customer Service team.

Hello,We again apologize for any inconvenience this has caused. We believe the emailed [redacted] receipt you received states the item should be delivered to your current address, but [redacted] gave us the billing address that the items were delivered to. We receive the Billing/Shipping info from [redacted] automatically, so it is unclear as to why the shipping address we received from [redacted] was incorrect. We were able to update the info in our system for you prior to the items shipping, however, FedEx did not update the info on their end so that is why the items were still delivered to your billing address in error.  Our only option was to pick up the items and have them RTS via FedEx. We are glad to hear that you still wish to receive the items.  When you spoke with a CS rep on 7/11 you were informed that a new order will have to be made for the items to be shipped to your new home. You had stated that you should not have to wait for the items to be recovered considering this was a mistake done on our end, but you were understanding and willing to place a new order once you had been refunded. We informed you that we would also honor the sale price you originally paid. You then called on 7/17 to place an order and one of our Sales reps did advise you that the items were out of stock at that time. Should you choose to reorder, SKU: [redacted] is now showing 37 in stock and SKU: [redacted] has plenty of stock. SKU: [redacted] is unfortunately no longer available. Should you have another sku that would interest you feel free to contact us and we can assess a proper discount on that item due to the [redacted] not being in stock. Should you have any further questions/concerns feel free to contact us at 1-###-###-####.

Hello, We received your report of the damaged rug on 7/11/2016. Immediately we opened a UPS claim for the package to be recovered. UPS made three attempts to pick up the package on 7/12, 7/13 and 7/14. UPS never successfully recovered the package. As the item was never returned, a refund of the...

purchase price cannot be issued.

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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]

[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]

Hello,Thank you so much for your feedback regarding Order #[redacted]. We sincerely appreciate your making us aware of the inconveniences experienced regarding your order.  We apologize that you felt your concerns were handled with anything other than promptness and professionalism. We take the...

satisfaction of our customers very seriously and appreciate your taking the time to discuss the situation.  We will share your experience with the appropriate parties to help ensure that we are consistently providing you with quality service. Although it does not rectify the situation please be advised that we were experiencing a high call/email volume due to a 50% sale that was currently running on our website.  We see you ordered a rug and rug pad on Tues, Jan 3rd. We sent you an email on Jan 4th that the [redacted]-10014 rug was on back order. We were able to cancel the [redacted]-10014 rug for you and submitted for your refund. We do apologize that the rug pad was unable to be cancelled as the Warehouse had already picked the item for shipment on 1/4 at 9:28 am and once the items are picked we cannot cancel the order in our system.  Although our website states that Cancellations can be requested within 24 hours that is not a guarantee as stated on our FAQ/Product pages: "Orders may only be cancelled within 24 business hours of being placed, provided they have not already begun the shipping process. Modifications cannot be made to the size, color, or quantity of items ordered at any time once an order has been placed. To request a cancellation, please contact customer service by filling out the e-mail request form HERE. You may also call us at ###-###-####, or request assistance via live chat. Cancellation requests are processed during normal business hours. Please keep in mind that as all orders begin processing immediately once received, cancellation cannot always be guaranteed. We strongly advise that you carefully review the details of your order prior to clicking the "place order" button."We are sorry that you feel mislead in any way regarding the information you obtained from FedEx. We were experiencing a slight delay with our carriers due to the snowstorm on the East Coast during 1/4 and 1/5. Please be advised that due to the carrier delays FedEx was not able to pick up the item from our warehouse until 1/9.  Tracking was updated on FedEx's website on 1/09 and the item was delivered 1/11. The cancelled rug [redacted]-10014 was refunded on 1/8/18 and the Rug pad has been refunded 1/12/18.  Again, we are sorry to hear that your experience with us was less than satisfactory and we hope you will consider giving us another chance in the future.Should you need anything outside of this, please feel free to contact us at ###-###-####. Thank you.

Hello,We are sorry to hear that SKU: [redacted] for Order #[redacted] was damaged in transit. We understand that the claim process can be lengthy and you wanted a quick resolution resulting in a replacement rug.   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 professionalism. You contacted us on 1/29/18 to report damage to the item you received. Since your item was damaged in transit, Rugs USA had to file a damage claim with the carrier as there are no alternative options available for us to better assist you in this circumstance. We recognize that you are upset that the claims process typically takes 8-10 days and the claim resolution did take longer than 10 days, but we can assure you we made our best efforts to have this resolved as quickly as possible. Once the 10 days has elapsed, it is procedure for our representatives to reach out on the 11th day to Carrier Claims for an update if one has not yet been provided. You spoke to a Customer Service Representative on 2/9 who reached out to claims for an update. We do apologize that you were not updated in 24 hrs as promised on 2/9 by that Representative, especially since the processing of the claim was delayed by the carrier. Upon checking the order, the claim was approved on 2/12/18 and a refund request was submitted. Typically refunds take 3-7 business days to post, but we were able to expedite your refund in the amount of $180.00 and it was processed on 2/13. Regarding a replacement item, our options to send replacement rugs are rendered obsolete as our system does not allow us to process additional rugs under the same invoice. While we understand and apologize for the inconvenience this causes, our system is set-up that way for the financial assurance and peace-of-mind of customers. For a replacement rug, a new order would need to be placed. We sincerely apologize for the frustrations caused by this situation. Thank you for your time and patience.  Someone will be reaching out to you via email also regarding this matter.

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.

[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]

Hello, A full refund of your purchase price was issued on 7/1/16. The amount refunded was $55.20. We apologize for any delays in receiving your credit.

Hello,We have thoroughly reviewed your order #[redacted], and we understand and apologize for your disappointment with the situation. We did listen to your concerns voiced through your messages and looked into how we could best assist you. Upon review of your...

order, however, SKU [redacted] was delivered on 11/17/2016, therefore, is no longer eligible for a return.We were informed beginning 9/25/17 you contacted us several times regarding your issue and spoke with several customer service representatives, who informed you that SKU: [redacted] was ineligible for return. You then escalated your return request to a Supervisor to determine if someone else would be able to make an exception. On 9/28, 10/2, 10/13 and 10/17 you were advised by a Supervisor and a Manager that we are truly unable to process a return for your rug at this time. Your concerns are important to us, however, an exception can't be applied in this circumstance since, Rugs USA does not include lifetime or extended warranties for the lasting condition of items beyond the 14 day return policy. We strive to assist all customers to the best of our ability within our policies and guidelines.Please be advised of our policy which states,”….if a customer wishes to return an item, they have 14 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:https://www.rugsusa.com/rugsusa/control/returnsThe Rugs USA return policy is enforced throughout the company and cannot be bypassed by a Supervisor/Manager or anyone else. Once the 14 day return period elapses, we are unable to create a return authorization in our system.As previously stated, your rug was delivered on 11/17/16, and under these circumstances, Rugs USA would've had to have been notified of your request to return by 11/30/2016. We were not notified of the customer's request to return SKU: [redacted] until 09/25/2017. By this time the return period had elapsed by 10 months. Unfortunately, there is nothing in our system that would allow us to authorize your return.Please accept our sincerest apologies for any inconvenience experienced.  We include the policy on our website, to ensure customers make an informed decision before they purchase with us. If we can assist you in any way, outside of this, please let us know.

Hello,We sincerely apologize for the issue you experienced with this return for order #[redacted].  When you requested your return online on 7/10 the label should have been sent to you directly from UPS.  Sometimes the emails get forwarded to spam/junk folders or in rare cases the link...

to the label may not work. When you contacted us on 8/7/17  a new label should have been issued by our Claims Dept. and sent to you via email.  We have addressed this issue with the appropriate dept. since you were not able to receive the label and apologize for the inconvenience this may have caused. A UPS label will be sent to you with instructions for returning the item.  We have also removed the label fee of $26 for the inconvenience. Again, we apologize for your issue during the return process and should you need any further assistance, please contact Customer Service at ###-###-####.

Hello,I see you contacted us on 10/11 regarding your order #[redacted]. The PO you provided us with when you called was [redacted].  A return was requested for a damaged item however, you then stated that the claim was actually for a different order [redacted] which is also the order that you...

sent photos for. This is why we denied the claim and advised that after 14 days we could not do anything for damaged or defective products. You received the item on 7/24. Therefore a claim would have to be filed for the damaged item by 8/6. You were contacted by a supervisor on 10/12 and 10/16 advising you that the item is ineligible for return. We are sorry to hear that you are dissatisfied with your purchase and the Return Policy. We understand you've mentioned disappointment about Rugs USA not “standing behind products”. Please be advised, this is a statement referring to warranties that provide a protection guarantee for an extended period of time. However, Rugs USA does not include extended or lifetime warranties of any kind, beyond the 14-day return policy. We include the policy on our website, to ensure customers are aware of the policy prior to making a purchase.Prior to completing a return, a return authorization number is needed to properly identify the item as a return, so that credit may be issued accordingly. Our return policy allows a period of 14 days from the date of delivery for customers to initiate return authorization requests. Because this is strictly enforced, our system will not allow return requests to be processed once the 14 day period has elapsed. Unfortunately, this system cannot be bypassed by anyone within our company.We're sincerely sorry for any inconvenience that may have arisen. Your concerns are important to us, however, we are truly unable to assist in the manner you are requesting.  We appreciate your understanding in this matter.

the rest of the money was just put back my account.Thank you for your help.I am very satisfied.

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.

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.

Hello,We are sorry to hear of the difficulties you experienced with your order. Please note that while cancellations may be requested for orders, they cannot be guaranteed as all orders begin processing immediately once you have clicked the "place order" button. Unfortunately, at the time...

cancellation was requested, tracking had already been applied to the order and the unit was in transit to your location. As we could not stop shipment, the only other alternative at the time would have been to refuse delivery with the carrier so a refund could be processed upon the item's arrival to our warehouse. Upon review of your order, SKU: [redacted]  was delivered to you on 3/29. We have thoroughly reviewed our records and found no return of the item to date. On 4/28 you contacted our customer service team regarding a credit for your order, however as our records indicated a successful delivery and no return information for SKU: [redacted] , we requested return tracking.  We received a follow up call from you on 5/1 indicating the item was refused and as a result attempted to contact FedEx on your behalf in order to obtain further information. A loss investigation claim was filed with the carrier which was subsequently denied by the carrier due to confirmation of delivery to you. Unfortunately, credit can not be processed for this item without confirmation of return.  We strongly recommend contacting the local FedEx facility at which you dropped off the item to obtain a record of return or receipt.

Hello,We are sorry to hear of the shipping delays you experienced with your order #[redacted]. It appears that you placed your order for SKU: [redacted] on 9/11/17.  Tracking was applied to the order on 9/13, but tracking never updated to show any movement on FedEx's...

website.You contacted us on 9/18 and one of our Customer Service Reps reached out to the Warehouse for a Status Update. Later that day you contacted us again and we informed you that the WH had shipped the item and it was expected to deliver on 9/20.  On 9 /19 you contacted us and were advised to allow an additional 24 hours for tracking to update as the item had shipped from the Warehouse. On 9/21 tracking still showed no movement. Our reps reached out again to get a status update for the item and were again advised to allow an additional 24 hrs for tracking to update. On 9/25 you were contacted by our CS Supervisor regarding the delay in shipment. We were advised by FedEx that the item had conveyer belt damage and it was being returned to our WH.  An expedited refund was requested and on 9/26 a full refund in the amount of $109.00 has been issued to your account. Please allow 3-7 business days to fully post depending on your financial institution.  Again, we do sincerely apologize for the delay in shipment, that you felt you were being misled in any way, and that you were unable to receive this item.  We hope you will consider shopping with us again and we have offered you a Gift Code for a future order for the inconvenience which was sent to you via email.  We also apologize for any mishandling of the order. We appreciate the feedback and all concerns will be forwarded to the appropriate parties. Should you have any further questions regarding this, please feel free to contact us at ###-###-####. Thank you.

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.

[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]