RugsUSA.com

Better Business...

Bureau:
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 have not yet received the correct rug or a refund.  however, it appears that RugsUsa is taking steps to resolve.  they sent a shipping slip (uPS re-assigned to tracking number [redacted], not sure why) and UPS tracks the package to have arrived at RugsUSA this morning.  i will consider this complaint resolved when I receive the correct rug or when I receive a refund in full.  Thank you.Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
We apologize for the package being lost. [redacted] has closed this investigation at this time and a full refund of the purchase price has been issued back to the original method of payment. Please allow up to 10 business days for the transaction to appear on your account.

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. I am in recipient of the shipping labels and will promptly return the two rugs. Please expedite the credit to our Visa upon receipt of the rugs.
Sincerely,
[redacted]

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:

 
 Aside from the color variation, the written color description of the rug was also inaccurate.  The website has the color listed as 'Ivory', whereas the rug I received was described as 'Cream/Blue'.  I don't find it acceptable to pay for return shipping, discounted or otherwise, for an item I bought based on misinformation provided by Rugs USA.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
           I have reviewed and collaborated with our claim department to get this issued resolved. We apologize for the delay, however we had to file a claim with our carrier and wait for the outcome. We have received the information needed to submit a...

refund. Please allow 3-5 business days for your credit card to update and reflect the funds.

Hello,
         We apologize for the delay. It seems that our manufacture dropped the ball on our return request.  As of today, a return label has been issued to the customer. Please refer to return tracking number [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.
Sincerely,
[redacted]

Hello,         I reviewed the order and saw the customer used a coupon code that was not applicable on our manufacture's item. We cancelled the order and e-mailed that a technical error has occurred with the order. Our legal notice states on our...

website:Applicable LawThis site is created and controlled by House Accents in the State of New York, USA. As such, the laws of the State of New York will govern these disclaimers, terms and conditions without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, terms and conditions at any time. House Accents reserves the right to cancel any customer order that is found to have a pricing error due to a web site programming bug or typographical error on it web sites or print catalogs.With that being said , we apologize for the delay in the refund. Once submitted the credit cards take 5-7 business days to update and reflect the funds.

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:

 Rugs USA sent me a damaged rug. A refund and then buying the same rug or a similar rug for a higher price (as the promotion ended) is not acceptable.  The business should not have sent a damaged rug. This they should provide a replacement or allow me to purchase a similar rug for the same price. Rugs USA staff informed me that this option has been made to previous customers.
 
 
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 not satisfactory to me, but am convinced this is the best resolution I will get.  Avoid doing business with a company that does not honor their advertisements as presented.
Sincerely,
[redacted]

Better...

Business Bureau:
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.
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.
Sincerely, [redacted]

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 do not reject the company's response lightly.  In fact, I simply do not understand it.  Yes, according to UPS, the rug was received by RugsUSA.com and signed for by [redacted] on 2/**/14, although the address printed on the shipping label they supplied was not a precise match to the one listed in the initial return email I received from the company.  The email in question was very firm in stating that the address must match exactly; this caused me anxiety, wondering if the rug would actually make it to the company:  why would they not have supplied the correct information on my label, when they insist on such precision? 
I also understand there is often some lag with the credit card companies in processing returns on their end.  I do not understand, however, why the return was processed in this manner in the first place.  Why was it necessary to process a return to my father's credit card at all (if you will recall, this rug was to be my Christmas present), and why am I required to place a new order myself?  As a matter of fact, RugsUSA.com's customer service representative, [redacted], had indicated during one of our many telephone conversations (this one on the afternoon of 2/*, according to my records), that it would not be necessary for me to place a new order.  She also said that an unspecified additional discount had been approved by her [redacted] for my troubles, but was not able to provide me with an exact amount.  Subsequently, I have learned that the discount offered to me (10%) is less than the current promotion the company is running for President's Day. 
Additionally, the company states in their response that they would ship a new rug when the wrong rug was received; why would they not have already done this, since they also state in the same message that the rug was received?  It is this particular second sentence of the business' response that I find so inscrutable:  "By placing a new
order it will ensure the rug to ship faster to the cusotmer., otherwise if the
customer is still interested in receiving the correct rug we can ship a new one
once the inital rug shows delivered back."  I do not understand what this means.  How does placing a new order ensure faster shipping?  Their "otherwise" scenario appears to be a confusing logical fallacy.  Should I have confidence that the rug I want (which is currently showing out of stock on their website) will actually be delivered, given the amount of conflicting information I have received in my communication with the company's representatives:  [redacted], [redacted], and [redacted]?  One person tells me the rug is in stock and available to ship, the next person tells me it's not in stock but is expected soon (date undetermined); one person tells me that they can ship a rug overnight, while the next person tells me that overnight shipping is more expensive than the rug itself and the company will not do so; one person tells me that they cannot ship the correct item and I must place another entirely new order, then the next person tells me they can do it for me, and then the next person after that says no again.  These are but three examples.
Please help me to understand. 
Very sincerely,
[redacted]

Hello,
        I reviewed the order and the customer is responsible for return shipping. We have informed her within the allotted time frame of returning the item that she must return the rug to our warehouse in order to receive a refund on the item. The customer provided...

us with a photo of the rug which shows she has received the correct rug. We went as far as offering a discounted return label under our ups account for $25.66. Our return policy is listed on our website under "return policy" , "frequently asked questions" and reiterated when the return authorization e-mail is sent to the customers. We have attached the photo the customer submitted as well as our website. This does not constitute for a free return. If the customer does not comply with the return policy there is nothing else we can do and once outside of the allotted time frame , the rug will not be accepted back.

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.  It is too bad RugsUSA repeated lied to us and seems to still be doing so.  Thank you for helping to obtain a full refund.
Sincerely,
[redacted]

Hello,
            The customer purchased her order on 2/**. This rug drop ships from the manufacture to our customer. During processing the manufacture let us know they do not have this rug in stock. We updated the customer of the back order date being 4/*. Due...

to the extended b/o we do not keep the order open and have charged at the point of sale. We advised it needs to be cancelled and refunded. We also would honor the [redacted] discount on a new order once the rug returns into stock.

Hello, The [redacted] you have purchased and its deals are dictated by [redacted]. We will be unable to combine a promotion code + the [redacted] as it clearly states that this is not allowed in the [redacted] fine print prior to purchasing as well as the FAQ's on our website. If you would like a refund on...

the [redacted], you will need to reach out to [redacted] directly, as this was a purchase made with them and we are unable to assist you with a refund.

Hello,
We are sorry you are unhappy with your item. Although it is normal for the excess fiber to shed heavily in the first three months, the item itself will always have residual shedding. This is not considered a defect. We are unable to accept the return of your item as it is far beyond...

the return policy.

Hello,        I reviewed the order and saw the claim has been approved. The rug is being picked up tomorrow 3/** with [redacted] call tag tracking [redacted]. The rugs are prepped and wrapped after production by the manufacture. We pull the rugs that arrived already...

wrapped and ship to the customer. We apologize for the inconvenience and have taken steps to rectify the situation. The customer will receive a replacement or a refund at their request.

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:
As I may see the RugsUSA partally agreed with my previous statement, however keeps to inssits on some facts/actions that did not take place. From my side I would like to say the following.
I would like to repeat that we have never refused any delivery. In the first shipment on 12/** we received only one big rug and UPS informed us that 4 other packages were requested  to be returned back by sender . UPS have not proposed us to take order and we did not refused any packages. The even were not taken out of the UPS car. That may be confirmed by my family members who were at home that time.


During my call on 12/** I have not requested any replacement or extra orders, I just ask to deliver us 2 small rugs which UPS has not delivered.


The statement that both 2 small rugs were delivered to us on 12/** contradicts the information provided by RugsUSA in previous message. That time they stated that rugs were delivered separately on 12/** and 12/** and that is correct.


I may confirm that we received our order in parts (not all together) on 12/**, 12/** and 12/**. However, when we received all three of them I have found out that they are not of the same color and requested the replacement of only one big RUG of wrong color BUT NOT ALL OF THEM as stated in the message of the RugsUSA.


After the RugsUSA send us wrong replacement one more time I requested the refund since I do not want to have any business not honest company.


The statement of the RugsUSA that “[…]The rugs were delivered almost 3 months ago”.  Is completely  unreliable. I would like to remind the RugsUSA that they picked up (return) a big rug on ** February and we HAVE NOT ALL ORDER TILL NOW – almost half of year.

Reference stated below I would like to inform you that since we were not able to resolve the issue with RugsUSA and taking into account that RugsUSA keeps refused the fact that the order was not delivered to us as ordered and as paid, we have requested bank (credit card company) to cancel our transaction and provided them with all necessary explanations, details and copies.
Please note that I do not want to have any relations with the bad-faith company RugsUSA since I am not satisfied with the way how RugsUSA treats customers. I am sure that neither me nor my friends will have any business with RugsUSA in future.
Thank you for your kind assistance
Sincerely,
[redacted]