RugsUSA.com

We have refunded the customer in full for the damaged item. The amount refunded to the customer's original form of payment was $2,034.60. They should allow 2-7 business days for the transaction to post back on their account.

Out of all the places you can order a rug online this one has the worst customer service. You will be stuck with a return shipping fee if you do not like the rug no matter what, whether it is flawed or just does not fit into your space. It will cost you at least $50 to return the rug. Customer service reps are not helpful at all and are very rude and impatient. The prices are not that great either, unless they are eligible for their 70% discount which usually just leaves them neck-and-neck with competitor prices. I would recommend going through overstock.com or esalerugs if you want to purchase a rug online. They have absolutely excellent customer service. Rugs USA has some of the worst customer service I have dealt with in a long time.

Hello,
            After reviewing the order, I saw that the manufacture  issued a ups pick up [redacted]
href="http://wwwapps.ups.com/WebTracking/processInputRequest?TypeOfInquiryNumber...⇄ target="_blank">  due to the mis shipment and it was not used. In attempts to get the rug back to the manufacture we issued a call tag under our accountant to rectify the situation. The call tag shows the rug was returned tot he manufacture on 1/** and a refund of $146.30 was submitted.  Our manufacture  stated the rugs are mis labled and we can not  process any more orders until the issue is corrected. We will send a courtesy e-mail once we receive the update,however the customer would have to place a new order with a new transaction.

Hello,
          We apologize for the inconvenience. I reviewed the order and saw that we are providing a stock check on any rugsusa brand replacement choices, honoring the 60% discount  and an extra 10% off the total. This time of the year our rugs are being...

replenished and it is not uncommon to sell out. Appreciate your patience.

Unfortunately we will not be able to meet at this customers desired resolution. The customer has received the correct item. Attached is a photo the customer provided us of the item she received, which matches the identical item she purchased on site. The customer has now exceeded their 30 day return policy period, but we are able to extend the return until 11/**/2015. The customer can return their item for a full refund.

Hello,
         After reviewing this order, I saw that the customer requested a return outside of our return policy and the selected reason does not constitute for a free return ( manufacture defect or mis shipment).  The customer received the rug via ups tracking [redacted] on 6/**. The return was requested on 7/**. Please find attached a screen shot of the rug ordered that also reflects the return policy:
"Return Policy :Returns Accepted Within 14 Days of Delivery"

Hello,        I reviewed the order and the second photo submitted does show more of a defect. We have since updated the customer the claim has been approved and a [redacted] call tag has been initiated. Once the rug is picked up by [redacted], a refund will be provided to the customer. If...

the customer wishes to re purchase the rug we would honor the sale price. 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:

[Your Answer Here]
They did finally refund the money for the rug, but it incorrect for them to say they sent me the correct rug, as I previously stated in my original complaint.  They sent me an e-mail showing a picture of the pink/ivory rug that I originally ordered, asking me to rate my purchase; their response says that I ordered the blue/ivory rug, which I explained from my very first contact with them was the incorrect rug.  I have gotten the $96 refund, but had to pay for the shipping myself, and the principle of it, coupled with their lack of concern and customer service, was largely my complaint. 
I have attached a screen shot of the e-mail showing where I'd ordered the pink/ivory rug.
Let me know if you need anything else.
Thanks,
[redacted]
 
 
 
 
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:
I still do not have the rugs I ordered and you have had my money since July [redacted].    I also have not received a call from management that I requested first over two weeks ago and then requested again last week.   I want to discuss how this situation is going to be made right.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,         I was able to locate the orders matching 12/**. The customer placed and order, [redacted] , on 12/* using a credit card. This order has been marked cancelled on 12/** and a check refund has been issued. Order [redacted] was placed on 12/** via [redacted]...

[redacted] and is also cancelled and refunded. All cancellations and refunds were processed accordingly.

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 a side note and to begin, all parties agree that the one rug was returned and accepted by the business. I have been told that the $56.10 for that one specific rug is being credited back to me. Despite the fact that the rug was returned on July [redacted], and their company says returns will post within 3-5 business days, I am still waiting for that refund. I brought this to their attention Monday, August [redacted], and was told I would have the refund within 3-5 business days. I have still not received it. Based on their word that it was forthcoming, I did not include it in the total for this complaint. However, it has still not posted to my account.
To address their response directly, RugsUSA now attempts to say they "did not at any time refuse the delivery" of the return. However, I've attached a screenshot where Customer Service stated "Yes, for some reason your items were refused by us, but we don't have the items in our possession. Once the items were refused, the possession of the items were in the hands of [redacted]." In the second screenshot I've attached, the Customer Service Representative states "[redacted] attempted to deliver the package, but we "refused" delivery. The items never entered our warehouse. [redacted], then, loaded the package back onto their truck. If you look at the tracking, it states that the item is being returned to the sender." These statements are inherently inconsistent with their stated response to Revdex.com.
RugsUSA is attempting to say that the [redacted] tracking system is wrong, without any proof or verification on their end, and after repeatedly relying on it to justify their position to me. I have spoken to the [redacted], and they indicated that the items were delivered, refused by the business and then they have no further tracking information with which to give me any assistance. When speaking to the post office in Cranbury, New Jersey, I was told that the business refused the items but DID NOT RETURN THEM to the carrier because the items never returned to the post office to be sent back to me.
To reiterate, I received advance authorization to return the items, they were unopened and packaged in exactly the same manner as when they were sent to me, and they were sent with tracking verification to ensure their arrival. They arrived back at RugsUSA, meaning RugsUSA was the last party to be in possession of them. They have repeatedly said that they are not responsible because I was the one that shipped them. However, this misses the point. If the items hadn't arrived to them, I would agree that I would be responsible. But these items DID arrive to them - Tte items were returned. They were returned in brand new, unopened condition. They have admitted that "for some reason, [the] items were refused" but have been unable to provide any explanation or justification for refusing them. Now, when the Revdex.com gets involved, it's a flat out denial of ever having received or refused them in the first place, "dispite (sic) the tracking information" and despite the fact that they have already admitted to receiving and refusing them through their representative.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I recently ordered a rug for my new apartment. The first rug showed up torn, which I assumed was from delivery. I contacted customer service to get a new rug issued. Their system is so outdated, they cannot send a new rug even for something like that. I had to wait until the first rug was returned/refunded and then had to order another rug on my own accord. The initial refund was supposed to take 2-7 business days. After 7 days, I still did not have a refund. When I finally received it, I ordered another rug. This rug was lost by [redacted] apparently on delivery. Again, because of the outdated system, I as the customer, now have to wait 8-10 business days until they resolve the issue with [redacted] even after I told the company I no longer want the rug. Instead of being able to issue me a refund now, I have to wait another two weeks until they resolve the issue with [redacted] and get the refund submitted even though I will not even be getting the rug I started ordering a month ago for my apartment. Customer service has been decent but the processes the company employs are just outdated and do not make the customer feel like they are the most important thing to the company. In most cases, a company would send a replacement to the customer especially in these cases when the issues have not been my fault. Very dissatisfied with their methods and the lengthy process I have had to go through to not even end up with a rug.

Hello,
           We are always open to customers recommendations, however as stated before the website as well as the return authorization e-mail was very thorough on the details of a return. We offer free shipping to the customers and return shipping is at the customer's expense.

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 sent a damaged rug (damaged prior to shipping). I want the business to replace the rug as it is not my fault it arrived damaged. Yes, I bought it during a promotion, but it is not acceptable to tell the customer the only option is a refund and that damaged goods are not replaced.  The business should make the situation right and provide a replacement. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
 
We are sorry to hear of this situation. According to our records, Darlene was able to successfully contact you on 11/** in order to further discuss the details of your order.

The clerk did not say the rug was backordered. He said he did not know why I didn't receive it, would check into it. and call me back.
There was no call back.
I would like the company to send the product as ordered and let me know when it is shipped with a tracking number.
Thank you for your service.

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:
Because the reprehensible customer service at Rugs USA continues. I want my total purchase refunded. I now own a rug pad that was sized for a certain rug and is rendered useless since Rugs USA can't get their crap together. Maybe if they had actually SHIPPED the dang rug 2-3 wks ago (like they said they did on the order status) there would have been one in stock "acceptable" for shipping. They now want to try and only refund the rug and that is not acceptable--I want my total charge returned asap or a dispute with VISA will be opened up. As for taking advantage of the "Easter Sale" on their site--it'll be a snowy day in hell before I order anything from this company. My business will be taken elsewhere.

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 am not surprise that the company is denying my refund.. they have the worst customer service and even though they took the money from our account when I purchased the rug it took weeks of my calling them to ask where it was.. despite the fact that their web site states the merchandise/rugs will ship within 3-5 days. The rug was defective and then they were deceptive in their attempt to pass it off as perfect quality filled the hole with chalk & glued carpet fibers over to cover the chalk! When I called them on their deception I was told by their customer service rep, [redacted], not to worry if the plastic bags fell off as the rug was NOT SALABLE anyway!! I followed the directions given to me by [redacted], their employee, to the letter.. in fact I used packaging tape & twine in an attempt to hold the bags together instead of just using twine as she instructed. They sell damaged merchandise as top quality and then try to blame the customer for their deceptive practices. The rug was shipped damaged & they covered it up ~ and after having been given the run around for weeks I was given instructions by [redacted]. I followed the instructions I was given by their employee, [redacted].. they need to be held accountable. I wish I had never heard of Rugs USA!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
        I reviewed the order and saw that a 70% coupon was used at the time of purchase. The 5% discount,like all of our coupons, can not be used in conjunction with other promotions or coupons. This was explained to the customer when she phones our customer service...

to apply the coupon and she requested the order cancelled. Currently the order is cancelled and refunded.

Hello,
           The order was placed on 3/**. The orders are sent directly to  our manufacture to process and ship. As per tracking numbers : [redacted] and [redacted] , the customer received both rugs and refused the packages. It...

is not our policy to instruct customers to refuse packages. In fact , please see included a link to our website informing customers :
"No returns will be accepted without a return authorization number. If an item is received without proper authorization it may be refused or incur a 25% restocking fee. Only items damaged in transit may be refused at the time of delivery"
[redacted]