RugsUSA.com

Hello,         I reviewed order [redacted]  and saw it was placed on 11/** for the amount of $269. This manufacture and rug were not a part of  any sale. If the customer used a coupon code the discounted price would of be presented prior to processing payment....

The customer both e-mailed and called in her cancellation request. The request has been processed and as stated on our website takes 3 business days to be completed. The refund shows posted to the customer account on 12/** and the credit card company usually takes a couple of 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:
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]

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 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:

[Your Answer Here]
 
 Not only did I never receive any additional correspondence regarding a discounted shipping label, which is unacceptable given that your representative originally told me your company would return the rug on YOUR dime; I have read your travesty of a disclaimer that is being used to cover the fact that the products you advertise may or not actually be what the customer will get. This can be seen time and again in reviews of this company that state ad nauseam your products do not match what you advertise. You must take the general public for fools if you think you can convince them that it's simply a large difference in monitor calibration that will cause a rug to be a completely different color than what is advertised. As a professional designer I can assure you my monitor is calibrated regularly and could not account for such a large variance; nor are the monitors of the myriad of people who have also confirmed that this rug is clearly not the color I ordered, off calibration. I have chosen to sell this rug locally in order to recoup the full amount I was rooked out of and I will henceforth not order from Rugsusa as well as spreading my experience throughout my community and online groups in order to save others from making the same mistake.
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.
Sincerely,
[redacted]

Hello,
           I reviewed the order and saw the label fee was waived and the label was e-mail on 4/*  with instructions. Please find attached the pre paid return label the customer may use to return the rug at no cost to them.

Hello,
        Refunds are processed accordingly. Once  we have submitted the funds back to your credit card, It usually takes 3-5 business days for them to update and reflect the funds. However, in some instances the credit card company can take up to one billing cycle to reflect the funds. We apologize for the delay but this is the normal process.

All customers are covered under a no questions asked 14 day return policy. The return time frame begins from the day the item is delivered to the customer. During this time, a return for a full refund of the purchase price can be initiated for whatever reason. The customer received the item on...

5/**/2015, and their ability to return ended on 5/**/2015.  Unfortunately, at the point of first contact the customer was outside of the return period by 15 days. We will be unable to accept the return of this item.

Hello,
          I have reviewed the order and saw three shipping labels were created and e-mailed on 5/**. As of today, we have resent the e-mail with the labels attached. Once the items are returned to the manufacture a full refund will be submitted.

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.  However, this matter should have been resolved immediately by RugsUSA when I reported the damaged rug.  Their initial response was a refusal  to reimbursement.  Though this matter has now been resolved to my satisfaction, registering this complaint through the Revdex.com of New York should not have been necessary for a resolution.
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:
My apologies for not responding sooner; I was waiting to respond regarding this complaint until RugsUSA.com confirmed receipt of the rug which I returned via UPS (tracking #[redacted]) on Saturday, 2/*.  According to the UPS website, the package is scheduled for delivery to the RugsUSA.com warehouse today.  I do not consider this matter resolved until I have received a full refund, which, according to customer service representative [redacted], can take up to 14 business days!  Even then, I have been advised by their staff that I must then place an entirely new order to receive the item I purchased on 12/**, rather than them simply shipping me the rug I initially ordered; this fact is onerous and speaks to poor customer service.  In conclusion, I will advise you as soon as delivery of the returned item and a full refund has been accomplished.
 
 
Sincerely,
[redacted]

We apologize for the inconvenience you have experienced. All returns are at the customers cost unless the item was delivered incorrectly or is deemed defective. Many times a customer may be under the impression a rug is defective when they observe a loose thread, however, this is not the case. We...

request photos from all customers in order to properly as the customers claim. Unfortunately, in this case, the loose thread that was described was not something that is considered a defect as it is very common in new rugs to have excess material sprout. We requested photos to further look at the issue, but the customer refused to provide any additional information. Due to this, we based our conclusion of the claim on what the customer was describing. All items not deemed defective, or mis-shipped are at the customers cost to return. We will unable to refund the customer for the shipping, but we will be happy to provide the customer a refund of the item once the unit has been returned. If the customer can submit the return tracking information, we can process that at once.

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:
 My request was not met, I will thus begin to further pursue a class action suit or lawsuit against Rugsusa.com. Rugsusa.com does NOT have a choking hazard warning for consumers and their customer service representatives gave me misleading information. 
 
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 have determined that my complaint has NOT been resolved because:

[redacted] 
[redacted]
[redacted]
[redacted] [redacted] [redacted]I returned the defective rug in the original packaging.  They admit they received the rug.  They still refused to credit my acct. as they promised you they would do.  These people are really shady!
Sincerely,
[redacted]

We are terribly sorry for the confusion and frustrations experienced with this order. We have issued a call tag to have the item picked up from your home at no cost to you. We will be emailing you the details of the return directly. Once the item has been picked up by [redacted], a full refund of the...

purchase price will be issued. If you have any additional concerns, please feel free to contact us directly.

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 business has not provided a valid argument as to why the rug cannot be returned.  They are correct in saying that I have had the rug in my possession for 3 months now however that is because I have been going back and forth with them trying to get this issue resolved.  The rug in question is still wrapped up, laying in the middle of my entertainment room, waiting to be returned.  The pictures I sent do not do justice.  I wish that someone could see (and smell) the rug in person so that they knew what I am dealing with.  I cannot (and will not) even put this rug up for sale as I know that no one in their right mind would purchase this rug.  I will say AGAIN...this rug is GARBAGE.  If we were talking about $50 or even $100, at this point I would cut my losses and just throw the rug in the garbage.  But we are looking at nearly $300 here.  And I still have to go out and purchase another rug to be put in the place that this rug was supposed to go.  So, now I'm looking at $600 for a rug.  I cannot believe that this business is not willing to take this rug back.  They are obviously worried they are not going to be able to resell it either.  The rug has not even been walked on.  I literally took it out of the package, unrolled it and rolled it back up and repackaged it.  The only other time it has been unrolled is so that I could take pictures as the company requested.  I am just so utterly disappointed at this entire situation.  I will never do business with this company again.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, We are sorry you are unhappy with your product. Please be advised that the item you purchased is a 100% wool shag rug, that will shed over the course of its lifetime. This is completely normal and not considered a defect. Unfortunately, your item is outside of the 14 day return policy and...

a return/refund will not be accepted.

This order has been refunded for the item that was not delivered on 12/**/15. The amount refunded was $99.00 was posted back to the customers original method of payment. We have provided the customer with the transaction reference details as well.

Hello,
           I reviewed the order and item 200ACR129C-508 was damaged in transit. Ups noted the damaged and opened a claim. A refund was submitted originally on 1/** however it did not go through. Due to the time frame we will have to submit the refund...

via Check. The account has been updated and a check refund is currently being processed for $98.40. We apologize for any inconvenience this may have caused.