RugsUSA.com

Hello,We apologize for the inconvenience experienced with this order. Please be aware a refund of $215.20 was processed on your account on 12/*/15.

Hello,
         Order number [redacted]  shows the customer requested a return due to receiving the incorrect rug. When photos were provided by the customer it let us know that she received the correct rug. We allowed the return even though the item was outside of the return time frame. Customer has still not returned the rug and can not receive a refund.

Hello,
         I reviewed the order and saw 2 out of the 3 rugs were damaged in transit. We filed a claim with our carrier and issued a courtesy return for the 3rd rug. As of 4/* the funds should have posted to the customers account. The total refund is in the amount...

of  $372.30.

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
my credit card was charged $477 for a rug that they claim was lost in transit. They are offering me a $460 credit instead of a$477 credit]
 
 
 
 
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,         We are sorry the customer is unhappy with her rug. However, had she reached out to us in the allotted time frame , the rug would have been returned for a full refund. We must abide by the manufacture's policy and they will not take this rug back at this later time.  The cause of the odor can not be determined due to the rug being in the customer's possession for 3 months.

Hello,        We reviewed the order and saw the customer has received the correct rug. The customer provided photos which shows the rug came in a different shade of green. Our disclaimer states:Please Note: The images we display have the most accurate color possible....

Due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size. Lengths and widths may vary from the published dimensions. We do our best to provide you with an accurate measurement, but please be advised that some variation exists and this is not a manufacturing defect.With this being said we offered the customer a discounted return label for $25.77. Once accepted we can process this label with ups and e-mailed it with instructions. It would not be an additional charge , just deducted from the refund.

Hello,
         I reviewed the order and saw the customer purchased an item that did not qualify for the 60% sale. The qualifying rugs are specifically marked with a red tag. The customer called us after placing the order to make the adjustment and was informed this...

item was not part of the sale. However, customer service did submit the request to a [redacted] to seek approval. We can only offer the customer a 45% off this order or a free return for a full refund. As of today, the customer accepted the 45% discount and a credit has been submitted back to his credit card. We apologize for the inconvenience.

Hello,
         I reviewed the order and saw order [redacted]  was placed on Jan [redacted]. The order was processed with our manufacture and shipped out via fed ex tracking [redacted] 
. The rug was delivered on 02/**. Upon opening the rug ,...

the customer called us to say she discovered a hole. The necessary steps were taken to pick up this rug at no cost to the customer. There were clear instructions about the packaging. If the original packaging was discarded, we do advise customer they can use large black garbage bags on both ends of the rug and tape the middle, double wrap it and make sure its protected against further damage. The customer did not properly protect the rug. Please find attached photo of the condition the manufacture received it. We  since then notified the customer and provided a 50% refund.

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 for handling this issue with Rugs USA.  They addressed the non delivered item and resolved it by returning/crediting the item back to my card.  They didn’t tell the truth in the process of correcting their problem but they did correct it. 
 
And I so appreciate your handling this case, quickly and efficiently.    Excellent service.
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:

The response I received from the company regarding this complaint was that I had to pay $20+ in shipping fees to return a rug that was not as advertised on their website.  While the company has claimed that the 'correct item was delivered', it is only correct in the sense that the item number and rug name match.  From my perspective, since I received a rug that was a completely different color from the product advertised on their website, I did not receive the correct product - I have uploaded photos of the rug in question.  Having to pay $20+ in shipping costs to return something I didn't order is completely unacceptable to me - no, my complaint has not been resolved. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Do not buy from this company. I bought a rug, Surya brand, that I ordered through RugsUSA and paid for to RugsUSA. The rug was rolled so tightly that it was folded and would not lay flat. When I called Rugs they said to turn it upside down and put heavy furniture on it for 3-5 days. I had already done this with books for two days. No, I wanted to return it. They said I had to return it to Surya and they would call them and get approval for the return and call me back the same day. Days have passed and no call. This is absurd. When I bought the rug and paid for the rug through Rugs USA, they should take return on the defective product. I read many reviews for this company online. Sadly, not until I've had this problem. My rug was inexpensive, $51, so I am finished waiting for a call back, finished sitting on hold for 20 mnutes or more and finished with the whole thing. The rug is not good, but I am chalking it up to a bad experience and moving on. It was a small rug for my bathroom. Plenty others out there.

Hello,
        I reviewed the order [redacted] and saw the manufacture fulfilled our order. However, due to a glitch in their system they received the incorrect shipping address. Due to the delay the customer was in deed upset, therefore a full refund was...

submitted to the original form of payment. We apologize for this inconvenience and would like to extend a 15% disount on a future order. Please use coupon code wnh15 at check out to apply the discount.

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:

You have not yet issued my refund.  [redacted] automatically gives you my money.  You received and signed for the rug on May **, 2015.  5 days is more than enough time to issue a refund with [redacted].All it takes is a push of a button.  It could not be simpler.[Your Answer Here]
 
 
 
 
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,
          We do apologize for the mis communication. As of 1/** a refund was submitted back to your credit card. The rug is in deed on a back order.  The estimated time of arrival is past 30 days and since we charge at the point of sale , we do not hold on to your funds for the extended time frame. Our offer still stands from our previous correspondence.

Unfortunately we will not be able to meet the customers desired outcome. Our website indicated that shedding for these items is normal, and it is up to the customer to decide within the allotted time frame if this is something compatible with their home.

Hello,
         I reviewed the order, The check number for your reference is  check # [redacted]. The mailed date was 9/* and is currently still in transit. We apologize the original form of payment could not be processed. However, the refund had to be processed the next possible way  which is via a check. The check always gets mailed to the billing address on file.

Hello,
           I reviewed this order and saw that it was placed on Feb.*. The website says it leaves our warehouse in 8-10 business days. On 2/**...

and 2/** the customer contacted our customer service for status. There was no cancellation request during these point of contact. On 2/** an e-mail was sent by the customer requesting the item to be cancelled. At this time tracking number [redacted], showed the item was already with ups and in transit. We contacted the customer  at which she told us "Not to bother her". Due to the customer being irate over the item shipping we requested a ups reroute back to the warehouse. As of today, a refund has been submitted.

Hello,
           We apologize that the customer did not understand our return policy. Upon receiving the customer's request for a return authorization an e-mail is sent out to the e-mail on file. The e-mail is very thorough and explains that customers are...

responsible for the return shipping. We understand shipping cost can be expensive and therefore, provide a  purchase label option. Once the item is received back , a refund is issued against the order.