Rugs USA

Hello, Thank you for contacting us. Unfortunately, we would not be able to accept a return of item [redacted]. Returns may be processed within 14 calendar days from the date of delivery; extended warranties are not offered. Shedding is a common occurrence with all new rugs. To...

help minimize the shedding over time, we recommend the following: avoid pulling on loose yarn fibers. When vacuuming, always select the lowest or an upholstery setting on your vacuum cleaner. If your vacuum has a beater bar (brush attachment), remove it. If you cannot remove it, raise it as high as possible and vacuum carefully.

[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]

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,

Hello,We are sorry to hear of the issue regarding your Order #[redacted]. Upon reviewing the order it appears that the item [redacted] was delivered to you on 7/6/17. The last day to request a return for the item was on 7/19. You contacted us on 8/11 to return however, you were 23 days...

past the 14-day return policy at that time. On 8/11 you were advised by our Customer Service Supervisor Kevin that the item is ineligible for return and that the policy cannot be overturned by him or anyone within the company. On 8/18, you emailed in response to Kevin and he sent a follow-up email to you advising that Rugs USA does not offer warranties on the lasting condition of any of its products outside of the 14 days.Although the item is ineligible for return at this time, what we can do for you is discount your other item on the order [redacted] in the amount of $30.  You will be receiving a refund in the amount of $30, credited to your original method of payment. Please allow 3-7 business days for the refund to process.Should you have any further questions, please feel free to contact Customer Service at ###-###-####.

Hello, While we understand your frustration, we will not be able to meet you at your desired outcome.

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. I did accept compensation from the supervisor, however, unlike their records indicate. 
Regards,

Hello,      I reviewed the order and saw the refund was already processed. The amount of $140 has been returned to the customers [redacted] card. Please allow the credit card company 5-7 business days to update their records and reflect the fund. In some cases, the credit card company can...

take up to one billing cycle. Appreciate your patience.

[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]When RugUSA puts in a comment that the color may vary due to monitor screens, the color shouldn't be so different. I twas  5 shades darker. Which means that they put up an inaccurate picture of the blue rug purchased. And for the orange rug I bought which has only 1 geometric shape on it but the picture on their website shows 18, is grossly misleading.

We are sorry to hear of the issues you experienced.  Sometimes when we run popular promotional sales, products may occasionally sell-out before the website is able to update. This is especially true for our Rugs USA "Sample Sale".  During this sale, customers have the opportunity to save...

90% or more on rugs that have been previously photographed, reviewed for color, or offered to us by vendors as samples of the vendor's new line or collection.  There is usually only one quantity available for purchase, and once the sample has been sold, it is then scheduled for removal from the website. All orders placed via our website are charged at the point of sale. In the event that we are not able to ship the item(s) they are cancelled and refunds are submitted.Please advise that 2 refunds in the amount of $49 each were processed by our Accounting Dept for [redacted] on 6/28. 2 Refunds in the amount of $49 each were also processed for [redacted]  on 6/30.  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.

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 14 day return policy. It seems ironic that when someone send a complaint your emails get loss.  
Regards,
[redacted]

I am rejecting this response because:  The rug was delivered 11/24 but was not opened until 12/23.  The rug is located in a room that only I go in to watch TV.  Only my husband and I live in the house.  Getting "pulls" in the rug is not normal wear and tear after being down for only 6 weeks. Having a 14 return policy is absurd when you are selling products for hundreds of dollars. I am not asking for my money back. I am simply asking that this defective product be replaced.

Hello, Unfortunately we cannot accept a return for this item as it is far outside of the return policy. Please be advised shedding is normal for hand tufted rugs and the shedding you are experiencing is normal. Regular vacuuming of the item will help with this issue.

[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, Our records indicate that return labels were provided at no cost to you for the return of the partial orders. Once the items are returned a full refund of the purchase price will be issued for each order.

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!

[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:
After over a month, I finally received the refund check.  I will never do business again with Rugs USA and strongly do not recommend them to others.
Regards,
[redacted]

Hello,Thank you so much for your feedback. We sincerely appreciate you making us aware of the inconveniences experienced surrounding the shipping of the [redacted] Rug you originally purchased on 11/24/17. 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.We also apologize for the shipping delays associated with this order. Please be advised that your order #[redacted] was reshipped on Friday, 1/5/18, however, we did have a slight delay with our carriers due to the poor weather on the East Coast when the item was reshipped. Tracking was updated on FedEx's website on 1/10 and the item was delivered 1/11. We have also provided a $30 discount off your order as a token of our appreciation for your patience and a gesture of our desire to make amends for all the inconveniences you experienced.  Again, we appreciate you giving feedback and we hope you will give Rugs USA another opportunity to provide you with the quality service you deserve.

Hello,         I reviewed the order and saw our accountant department has issued a check refund. We can not refund the original form of payment on orders over 3 months old. The check is already in the mail and is for the amount of $182.70. We apologize for the delay and...

appreciate the customers patience.

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]

Complaint: [redacted]
I am rejecting this response because:
This company never refunded my money, after telling them that the rug was never damaged in transit they still insisted on filing a claim the rug came damaged from their warehouse or manufactory. fedex picked up the rug on the 21st of August under tracking number [redacted] apparently they took it to their claim center and its still there since the 25th and it looks like its not going to leave California because thats where the claim center is located. Rugs usa didn't want to take full responsibility for the damaged rug they sent me and went ahead and filed a claim to FedEx,  and they are stalling on refunding my money. 
Regards,
[redacted]