RugsUSA.com

This company has a very very bad customer service department I can never get a human being on the phone you're constantly waiting for email to get answers to questions you have to buy a label from them to return, you have to get an email from them to even get permission to buy a label to return , and then wait over a week for it to even return the goods then they put a deadline on when you can return the goods and now 2.5 weeks later I'm still waiting for any confirmation of a refund. I'm returning the rug because the carpet was definitely not as described you would think that they would allow free shipping back to them since they misrepresented the product but no way.

Hello,
            We apologize for the delay. I reviewed the order and saw the refund has posted to your account on 2/**. The reference number is 
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I will accept the response AFTER I see the amount of the purchase credited back on my credit card.
Additionally, it wasn't that I wouldn't wait, your company could give me no information on a shipping date. Moreover, this has happened yet again on another order which was just cancelled today as once again a rug was sold, the credit card charged immediately & once again no carpet.
It seems like your company sells rugs, charges credit cards, never ships, cancels orders and then takes "7-10 days" to issue refunds.
All told your company is using consumers monies as interest free loans...a despicable practice.  Most companies will not charge a credit card until the item has left their warehouse.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
         I have located order number W[redacted] , showing the rug was  delivered on 12/**/13. There are no records of receiving any correspondence in regards to this order. The rug does not have a manufacture warranty. As per our return policy, the...

customer has 14 days from the delivery date to file a complaint or request a return authorization number to return the rug for a refund. After this time frame has past there is no return permitted.

Hello,
          Unfortunately, there is not anything we can do for the customer at this time. As stated previously the item was not on sale at the time of purchase and the customer can not receive an adjustment and is outside of out return policy.

Hello,
        I reviewed order [redacted] and saw item [redacted] is outstanding on the order. We do apologize for this delay. An error occurred during processing for the rug and the manufacture did not receive the order. As requested, a refund of $299 has been...

submitted back to your account. Please allow your credit card 3-5 business days to update and reflect the funds. Please note some credit card company's can take up to one billing cycle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I first contacted the company 2 weeks after delivery.  Well within the warranty.  I was told to cut the pulls.  When I said I thought the rug would unravel and come apart I was laughed at, the woman told me not to worry and if that occurred they would take the rug back.  I was skeptical and asked the woman to make note of that on my account.  Now that the rug is indeed falling apart the company won't honor what their customer service said, and are stating that she told me the wrong information. Even though it was noted that I called at the 2 week period and that the rug was pulling up at that point.  To complicate matters the woman who I spoke to is no longer working at the company so they can't confirm or deny what she told me.  So even though I followed the exact directions from their customer service they won't honor what was said. This is unacceptable to me, I would have returned the rug at the 2 week mark if the woman didn't tell me not to worry and they would take the rug back.
  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
          Upon review of this order, I saw that the rug was labeled Ivory with a blue boarder. The rug was shipped correctly to the customer. Since the customer returned the rug a full refund of $96 has been posted to the customers account. The credit card...

usually takes 8-10 business days to update and reflect the funds. In some instances it can take up to one billing cycle. We appreciate your patience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I was sold a defective item and the business is not issuing a refund/replacement.  This is a fraudulent business practice.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The item is currently on backorder until 6/**. We apologize for the inconvenience this has caused. If you would like to cancel the order, please feel free to contact us directly.

Hello,
            I reviewed this order and saw that the rug was delivered on 10/**/13. The customer contacted us on 01/**/14 about the over dyed rug coloring rubbing off. We informed her this...

is normal for this type of rug. The dye is heavily compensated to create the "over dyed" look. The customer is outside of the return time frame , there is  no manufacture warranty past 30 days of delivery and the rug has been in use  for 3 months. The rug is not defective and can no longer be returned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The item is defective.  If you don't accept a return you are operating a fraudulent business. You can't sell people defective and broken items.  That's fraud.  This business should be investigated for fraudulent business practices.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 and the matter has been resolved. Thank you Revdex.com for helping to resolve this matter quickly and effectively.  Without your help, I would not have been able to get RUGS USA to process my refund.
Sincerely, [redacted]

Hello,
         I reviewed the order and communicated with my accountant department. The refund was processed in the form of check. The check was sent via usps on Tuesday 9/*. The check has been mailed to the billing address on file : [redacted]...

[redacted]. We apologize for the mix up and assure you the check refund is on it's way.

Hello,       I reviewed the orders and saw that the customer spoke with our [redacted] and two out of the 3 orders were successfully cancelled and refunded. Order number [redacted]  is the only one that remained open and as per...

tracking [redacted], has been fulfilled.

Hello, We received no notification that the item received was incorrect. In cases of buyers remorse return shipping is at the cost of the customer. We will not be able to refund the customer for the return shipping. Once the item is returned to our warehouse, the purchase price will be refunded...

in full.

While we regret the frustration the customer is experiencing, we are unable to refund for items not received by our warehouse. Unfortunately at this time, there is nothing further we can do to assist the customer until the units are returned to us.

Hello, We have provided the customer with a discounted shipping label. Once the item has been returned by the customer, a refund of the purchase price minus the cost of the return label will be issued. At this time we do not show the item has been returned.

Hello,
Please be advised that the item you purchased is a Machine made, 100% polypropylene rug. It is normal for all rugs, especially synthetic rugs to "off-gas" when first unrolled. This smell will dissipate and go away entirely after a few days of being in use. It will help if the item...

is in a well ventilated area. Returns for reason other than defect or misshipment are at the cost of the customer. You can view our full return policy here: [redacted]
If you wish to return the rug, you can certainly do so as you are still within your return policy. A representative will contact you via email with the steps to return your item.

Hello,         I reviewed the order and saw the rug was delivered on 12/*.  The customer first initial contact was on 12/** via e-mail. Our e-mail representative was in direct contact to this customer. The  photo provided shows no defect and several e-mail...

responses to the customer stated this information. The customer continued to e-mail through out the month of January. Customer was informed on 12/**  if the claim was denied , she may still take advantage of our return policy and return the rug at her expense for a full refund.However, there is no manufacture warranty on the rugs once outside of the return time frame. The items natural fibers (Jute)  and craftsmanship in which minor imperfections may appear in the weave. Any loose strand can be cut and the rug should not unravel further. We apologize this may not be the customers desired outcome but no return will be permitted on this rug.