Rugs USA

Hello,We apologize for the shipping issue you experienced with order # [redacted].  On 6/30 you called to update your shipping address on the order since you had moved. Unfortunately, FedEx did not make the update in their system, so the items were shipped to your billing address in error. FedEx...

did pick up the rugs on 7/10 from the incorrect address and returned then to our WH. Your refunds for the order have been processed. Please allow 3-7 business days for the refunds to fully process. Your transaction ID's are [redacted]-$64, [redacted]-$148.80, and [redacted]-$134.40.   Again, we apologize for any inconvenience this may have caused.  Due to system limitations, we are not able to send replacements, however, should you like to place a new order we would like to offer you a gift code for $20-[redacted] off a future order. Should you have any further questions, feel free to contact Customer Service at ###-###-####.

Hello, We will not be able to accept your return. The return policy is readily available to a customer prior purchase on all of our product pages as well as a dedicated F.A.Q. for returns. Rugs USA makes all effort to make sure our customers are well aware of the length of time they have to return an item.

Hello, We understand that it may just be a typo from when you emailed us the tracking number. The tracking number you provided of [redacted] reads as invalid when it is tracked in UPS' system. We ask that you please carefully review the tracking number and respond to the direct email we sent you on 6/15/16.  It seems by your response that you do have the correct tracking number and once that is provided to us, we will refund you the full amount of the purchase price.

Hello,We apologize for any inconvenience or confusion this may have caused. For order, #[redacted]-it appears that the item was damaged in transit. A claim needed to be filed with the carrier for the damage, however, you accepted a $30 discount for the item being damaged which...

made it a final sale. For order #[redacted]-When you completed the survey you were able to receive a Promotion Code (not a Gift Card) which you used on this order. Unfortunately, the item was OOS so the order had to be cancelled.  You had then advised us that you will look for another rug to apply the promotion onto. You may still use the promotional code, which has been reactivated, and we have confirmed that the code still works. (We will resend you this info via email. Just make sure you enter the promo code in the correct field at checkout.) For order #[redacted]-You ordered one of our Clearance Sale rugs and used the "[redacted]" promotion. Since you already used one promotion on this order a second promotion code cannot be stacked onto the order. The promotions will cancel each other out. The survey promo code did not work because you can not stack promos and you had already applied Promotion code "[redacted]".  On August 1, 2017, you advised to cancel the order since the promotion did not work. A refund was processed on 8/3 for $104.25, Transaction ID-[redacted]  Please allow 3-7 business days for the refund to post.No false advertisements were made promising a $30 gift card for filling out the survey as you were provided with the Promotional Code after taking the survey and you did apply it onto order #[redacted]. When that order was cancelled, we did reactivate the promotional code for you to use on a future order. Unfortunately, the order you tried to apply the code to [redacted] already had a promo code "[redacted]" on it for the clearance sale item.Please advise you may still use the Promotional Code (We have resent this to you via email) on a future order as long as there are no other promos applied to the order. You may also use the Gift Certificate for $20 that we emailed you also. Just make sure they are entered into the correct boxes on the checkout screen. You may use only 1 promo code on an order and the 1 Gift Certificate code may also be applied to an order. Promo codes and Gift Certificates are not the same things so they may be used at the same time.We hope this helps to clear up any confusion. Should you need further assistance, feel free to contact us at ###-###-####.

Hello, Your item was returned back to the facility on March 2nd, 2016 and your order was refunded on March 4th, 2016. A full refund of the purchase price was issued back to the original method of payment.

Hello, We apologize for the damaged experienced on this item. We have refunded your account the full purchase price of $418.50. Unfortunately, because of the oversized nature of this item we have to ship the unit to you using UPS Freight as UPS Ground will not accept it. If you would still like to...

receive your item, we can arrange to ship it with a different carrier. Please contact us directly so we can assist you in a placing a new order.

Hello, Our apologies for the delay in refunding this order. Unfortunately, when an item is marked as delivered by FedEx and it's reported as not received, a FedEx investigation has to occur to locate the package. While we regret it has taken so long, we have processed a full refund for the item in...

question. Please allow 1-7 business days for the refund to post back to your account.

Hello, We apologize for the frustration experienced. We are emailing you a prepaid return label at no cost which you can use to mail back your item. Once the item has been delivered to the warehouse. Please allow 1-7 business days for the refund to be processed.

Complaint: [redacted]
I am rejecting this response because: They are sending another rug but I didn't...

request a replacement rug.  I just want to be able to send back the incorrect rug and get my money back. I did receive a shipping return label via email for the incorrect rug so that I can send that back, which I appreciate.  Now I will need to get the company to send another shipping return label for the rug (once I receive it) that is on its way (even though I didn't request a new rug).  Ugh.
Regards,
[redacted]

Hello,Thank you for your response. To clarify, we do not offer warranties outside of our 14 day return policy. The return policy begins from the date of delivery. Any reports of potential defects must be reported within the 14 day period. As previously noted however, the loss of fibers is classified as shedding. This is not considered a defect.

Hello,We understand you are asking for your new order to be refunded in full due to your previous order, [redacted] being lost in transit. However, on 1/17/18 you emailed asking if we could apply the $20 discount we offered on a future order to [redacted]. We applied the $20 off the order for the inconvenience and you accepted the discount and were refunded on 1/19/18.Thank you so much for your feedback and we sincerely apologize for any reluctance caused by your experience, with your original order [redacted] being lost in transit, to shop with us again. We truly hope you will consider giving Rugs USA the opportunity to provide you with the positive experience that you deserve. Thank you for your time and patience.Should you have any further questions please feel free to contact customer service at ###-###-####. Thank you.

Hello,We are sorry to hear of this situation, and apologize for any confusion that may have arisen with your order. Rugs USA branded items always ship "as ready"; separate tracking numbers are provided for each of your order items. Our records confirm one of the two items you originally purchased...

have shipped. Unfortunately, SKU  [redacted] could not be fulfilled; a full credit for the canceled unit was processed to your account on 3/16. If you would like the reference number for this transaction, please contact customer service.

Hello, A full refund of the purchase price has been issued back to the original method of payment. We apologize for the delay in refund.

Hello,We apologize for the delay in shipment. Upon reviewing the order it appears that your item was shipped via FedEx Tracking #: [redacted] on 7/11, and was delivered to you on Thu 7/13/2017. We are sorry you did not receive your order as promptly as...

expected. .Our Warehouse had experienced an unusual delay issue, and we were closed for the 4th of July Holiday which disrupted our normal delivery schedules. The issue has been resolved to serve you better and faster. I see that one of our Supervisor's Kevin has also sent you an apology on behalf of the company.Again, we apologize for any inconvenience the delay might have caused. We appreciate your business. Should you have any additional questions, please feel free to contact Customer Service at  ###-###-####.

Hello, Please accept our most sincere apologies. A representative will be reaching out to you via telephone to provide you the details of the call tag pick up. Once the item has been picked up, we will process an immediate refund of the purchase price.

Hello, Our records indicate that you placed your order twice, using two individual email addresses, which led to confusion of not being able to locate one order.  You placed [redacted] with email [redacted], while order [redacted] was placed using email address [redacted]Order...

[redacted]  has been refunded for the return of your merchandise, minus the shipping cost. In addition to that, we will also refund the shipping cost totaling $77.67 back to your account as well. Please allow 1-7 business days from today for the refund to post on your account.

Hello,We are sorry to hear of the delay with your Order # [redacted] SKU: [redacted]-[redacted].  Although we make every attempt to have Vendor items available and in stock, occasionally very popular products may become sold out before your order is fully processed. At that point, the...

item will temporarily be on back order. This means that the items are currently out of stock but, we are in the process of securing additional inventory from our vendors.We understand this can be very frustrating, and we're deeply sorry that you weren't immediately notified.You placed the order on 1/19 and then called on 1/24 for a status update. Since the items are shipped from the vendor's Warehouse and not from ours, we contacted the vendor, [redacted], for a shipping update. The Vendor, [redacted] advised that the item is on B/O until April and you asked to just cancel the item.  Procedure for cancelling a vendor item requires us to reach out to the vendor to get a cancellation confirmation before the refund can be processed. So on 1/24, a CSR reached out to the vendor to confirm the cancellation. When you contacted us on 1/26 we were still waiting for a response from the vendor. Which usually takes 24-48 business hrs for us to receive a response, but there was a slight delay in getting the cancellation confirmation from them and we do apologize for that.  The vendor responded on 1/29 and confirmed the cancellation request, so the item was cancelled in our system and an urgent refund request was submitted for you. Please be advised that processing time for refunds is normally 3-7 business days, however, due to the delay and the inconvenience with your order we submitted an urgent refund request for you. Your refund in the amount of $249.00 was processed on our end on 1/31/18. When the funds will actually post to your bank account depends on your financial institution.We truly apologize that you were unable to receive the item in a timely manner. Should you need anything else, please feel free to contact customer service at ###-###-####.

Hello, We are sorry to hear of the delay with your Order #[redacted] SKU: [redacted].  Although we make every attempt to have Vendor items available and in stock, occasionally very popular products may become sold out before your order is fully processed. At that point, the item...

will temporarily be on back order. This means that the items are currently out of stock but, we are in the process of securing additional inventory from our vendors.We understand this can be very frustrating, and we're deeply sorry that you weren't immediately notified.You placed the order on 12/8 and then called on 12/15 for a status update. The Vendor, [redacted] advised that the item is on B/O until 12/21 and it will ship the next business day after the stock is available. You agreed to wait for the item. On 12/22 you called again asking for the status of the order. Since the items are shipped from the vendor's Warehouse and not from ours, we contacted the vendor, [redacted] for a shipping update which usually takes 24-48 business hrs for us to receive a response.  Please be advised that it was also the holiday weekend so the vendor was closed when you called on 12/22 and they reopened on 12/26. You then decided to cancel the item SKU: [redacted] on your order instead. Procedure for cancelling a vendor item requires us to have to reach out to the vendor to get a cancellation confirmation. The vendor responded on 12/27 and confirmed the cancellation request, so the item was cancelled in our system and an urgent refund request was submitted for you. Please be advised that processing time for refunds is normally 3-7 business days, however, your refund in the amount of $135.20 was processed on 12/28. We truly apologize that you were unable to receive the item in a timely manner. Should you need anything else, please feel free to contact customer service at ###-###-####.

Hello, Your account was refunded in full on 05/16/16. The amount refunded back to the original method of payment was $108.00.

Hello, All of our products carry a 14 day return policy. Any issues with the delivery or rug must be reported within that time. Once a customer has surpassed that time, the item is no longer eligible for return. Unfortunately, you contacted our team nearly two weeks outside of your return period.