Rugs USA Reviews (205)
Hello, The claim was reviewed and processed. The pick up is still pending, however a replacement rug was shipped via ups tracking [redacted].
Hello, A return label has was issued at no charge for the merchandise that was delivered to be returned on 12/15/15. Atthis time, this return label has not been used. If you would prefer, we can schedule a pick up from your home instead, or issue you another label. Once the item has been...
returned, a full refund of the purchase price will be issued. We will reach out to you directly to follow up with the return issue as well.
Hello, Please accept a new gift certificate code for $30: [redacted]
Hello, We apologize for the frustration experienced. Your [redacted] account has been refunded in full for the damaged item in the amount of $227.25. Please allow 1-7 business days for the transaction to post.
We have no record of any communication with us during the return period. All communications have occurred after the item exceeded the return policy. For these reasons, we unfortunately cannot meet the customers desired outcome.
Hello, Our returns department will issue a return label for the new rug shortly. Please note the mis shipped return label has still not been used. A refund can only be provided once the rugs are returned to our manufacture's warehouse.
Hello,After filing my complaint the company got back to me and rectified the situation.[redacted]
I am rejecting this response because:As you have correctly stated, the first package was lost that is not our fault and you have responsibility for that the first order was a gift so we do not pay for it. The second order we paid for out-of-pocket and therefore we are requesting that you credit back money to the second order since we paid for it and never get the benefit of the first order we have no desire to order from you again due to the lack of good customer service. If you would like to resolve this matter amicably then you credit back for second order to resolve this claim
Hello, I reviewed the order and saw the claim was processed with the manufacture. We have advised the customer a pick up has been issued via fed ex. Once the pick up scan shows on the tracking number , [redacted]834, we can issue a full Please see attached...
the details of the return with instructions the manufacture has issued.
rejecting this response because: I submitted two emails within the return policy. Shedding is not normal. There is a hole in my rug now from excessive shedding. My complaints have been ignored. I reached out on 2 occassions about this rug during the return policy window and both were ignored. I now have a 300 dollar rug with a hole in it, how is that normal. I have vacummed this rug at least every other day since recieving it, and the shedding had not improved and is only getting worse. I want my rug replaced. I wrote to and called you during the 14 day window. I have now reached out in other ways to have this situation resolved and still no one is willing to own up to the defective product made by your company. If you can't stand by your own product then you should not be selling it.
Hello,We are sorry to hear that your item for Order #[redacted] did not arrive as expected. Upon reviewing your order, you contacted us on 9/26/17 to report damage to your item stating that "the bag was all taped up and there was a slit in the bag and the rug". Anytime there is damage to...
the packaging of the item, we have to follow our External Claims Procedure and file a damaged in transit claim with the carrier. (All Rugs USA items are inspected for damage as they are loaded onto the trucks for transit.) Carrier Claims take 8-10 business days to be processed. The claim was filed on 9/27 and you were advised that the refund for the item would be submitted once the claim is resolved. You followed up regarding the claim on 9/29 and 10/3 and you were advised that the claim was still within lead time and we are waiting for a response. Since 10/10 was the 10th business day and we did not have an update from the carrier, Customer Service Rep Beth reached out to the claims dept for an update. I understand that the carrier asked for photos and that the claim was extended an additional 2 business days. On 10/13 the claims department advised the claim was approved and we submitted the refund request. We also advised you as per claims that the item could be discarded as the item did not need to be returned. A refund was processed in the amount of $242.25 and you were refunded on 10/17. Again, we apologize for any inconvenience this may have caused and we thank you for your patience while we resolved the issue. Should you have any further questions regarding this, please contact Customer service at ###-###-####.
rejecting this response because: I already understand the return policy. However, the rug was fine upon arrival but started deteriorating and had a hole after the 14 day period. A rug that does not last a month is defective and should be accepted as a return even outside the 14 day period. Just because you have established a stringent return policy does not excuse you from selling defective products.
Hello, Our apologies for the incorrect rug that was delivered to you in error. As requested, the replacement order was shipped and delivered via Fedex tracking: [redacted].
Hello,We are sorry to hear of the shipping/delivery issues regarding your order #[redacted]. We apologize for any inconvenience this may have caused. Upon reviewing the order, we see that you placed your order on 8/16 and the item shipped from our WH on 8/17.Tracking was updated by FedEx on...
8/25 and the item was showing in transit, but then there was a delay in delivery between 8/31-9/2. You contacted us on 8/31 regarding the delay in shipping and as per FedEx, the delivery of your item was rescheduled for 9/1. On 9/4 you contacted us again and the delivery had again been rescheduled by FedEx to 9/5. We contacted FedEx on 9/5 and they stated they could not deliver the item due to a barcode issue. You had emailed stating that you no longer want the item since there was an exception on the FedEx website and they can't deliver the item. One of our reps called FedEx to request to ship the item back to our WH. We informed you that we requested to have the item shipped back to our WH and once the item is returned a refund would be processed. The item was RTS and delivered to our WH on 9/11 and your refund was submitted. Again, we do sincerely apologize for the delay in shipment and that you were unable to receive this item. A full refund in the amount of $44.10 has been issued to your account. Please allow 3-7 business days to fully post. Should you need further assistance outside of this, please contact customer service at###-###-####.
Hello,We apologize for the inconvenience of your order [redacted] appearing as though there was a delay in shipping and then confirmed by our WH as OOS. I see you placed your order on 10/13 and you reached out for a status update on 10/18. Tracking was applied to your order on...
10/13. Lead time for orders is 1 – 3 business days prior to shipping and 3 -6 additional business days for delivery to customer’s address. Since the item was shipping to California often times the tracking won't show any additional scans for several days although the item is currently in transit to CA. We shipped the last piece in our WH to you so that is why the WH advised the item was out of stock when a status update was requested, however since tracking had not updated on FedEx's website the item had in fact shipped and was showing delivered on 10/20. Since the item was showing as delivered on 10/20 and you had not actually received the item we filed a lost claim on 10/24 on our end and submitted an urgent refund request. Urgent refund requests generally take 24-48 hours to process. You were refunded in the amount of $91.80 on 10/26/17. A supervisor will be reaching out to you via email also regarding this. Please 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.We apologize for any inconvenience this may have caused and we hope you will consider giving Rugs USA another opportunity to provide you with the positive and prompt service experience that you deserve.
I am rejecting this response because:
I was notified there was an error with the order. They told me the error was with my payment. They indicated my payment did NOT go through because the was a discrepancy in my billing address?I then paid using another card.Honestly - it is my belief, once the company fulfilled one order, they should be obliged to fill mine. They charged my card. and twice!I do not accept their response - as the response had nothing to do with price of item.
Hello,We are sorry to hear of the issue regarding your order. We apologize for the inconvenience and can assure you that the order you previously received was sent in error and shipments to Hawaii/Alaska must be cancelled by our WH. It is stated on our website under...
"Shipping Questions" that we do not ship to Hawaii. Also, You purchased your items using Apple Pay. Any payment method that bypasses our direct checkout page will allow the order to go through regardless of where the person lives. (ie: Paypal, Apple Pay, etc) I see that we refunded order # [redacted] on 7/6 for $49. Please allow 3 - 7 business days for the refund to fully post on your account. Once the transaction has been completed on our end you will be notified via email to confirm your refund was issued. If you have any questions or concerns, please call Customer Service at ###-###-####.
Hello,We apologize that the [redacted] code had been disabled once you tried to use it. Please advise that you were given a $20 Gift Code for the inconvenience you experienced on 8/7 and a $30 Gift Code on 8/21 since the [redacted] code is no longer valid. Please call ###-###-#### to reach our sales department, and someone will be happy to assist you in placing an order.We are also sorry to hear of the issue with the most recent rug you received for order #[redacted]. We did offer to file a claim with the carrier since the item was damaged in transit. You did, however, accept a discount of $30 off the item to keep it making it a final sale which means the item is no longer eligible for a return once the discount is accepted.Once again, we do apologize for the inconvenience of the codes not working. Please call ###-###-#### to reach our sales department, and someone will assist you in placing your order.
Hello, We apologize for the frustrations experienced with this order. We show you have been refunded in full. For the inconvenience, Please accept the following gift certificate valued at $30.00: [redacted]. You can use this in conjunction to any sale, or coupon code.
rugs usa refunded me finally so this is now resolved.