RugsUSA.com

Hello,          The order was officially cancelled on 01/* and a refund of  $302.50 was already put back onto the customers credit card.

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 complaint will not be resolved until the credit is posted to my account. As of this morning 5/* the credit has not been received.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
          The order was placed on 7/** for two items. The first rug was shipped within 3 business days and delivered on 7/**. The second rug on the order was the last item left and the customer was advised we are working on filling the order. We apologize for...

the delay , however since the customer did not want to wait on the order to be filled it is currently cancelled and refunded. We are happy to assist finding a replacement choice and offer speedy shipping.

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]
There is still no response/information from RugsUSA.  It has been over three weeks since I filed the original complaint and there has been no meaningful communication or resolution - even though the Revdex.com is involved.  They clearly have no intention of rectifying this situation.  I am tired of dealing with this; I will consider this a very expensive lesson learned.  In an effort to maintain sanity, consider the case closed.
 
 
 
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.
You can now close the complaintThey refunded me within the last couple of hours.I know I can be difficult and I'm sorry for being snappy with you.  Rugs USA should not operate a business.Thank you for your help and the Revdex.com of NY.
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]
 Turns out I was lied to as I was told a check was issued on August [redacted], without my permission, and have yet to receive justification or an apology. I did not ask for a check and did not give permission or notification of a check refund. I should have received my refund in the original payment form, within your guaranteed time frame. I am appalled by your customer service. I still have not received a call from a [redacted] as requested 3 days ago. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I placed an order for a rug on the evening of September [redacted] and received confirmation email immediately after. Thirty minutes after this, I received an additional confirmation email with a different confirmation number and this time I was charged full price for the item, $799. Given that this was around 11pm at night, their customer service line was closed. I immediately sent an email with my issue asking for a cancellation as it states on their website. The following morning, I called and spoke with someone as soon as their business hours opened. I was told to call back on Friday and see if the order was getting shipped because the representative could not tell if it would be shipped or not. Keep in mind this is less htan 12 hours after the order has been placed and the order was placed at 11PM at night so no one was "working" on my order during the night. At this point, it shouldn't have been an issue to cancel my order.

Friday morning, September [redacted], I received an email stating that the order that I did not even place (Order #[redacted]) had been shipped. RugsUSA also charged $799 to my MasterCard. Neither of these should have happened since I called as soon as their customer service lines opened and sent a very prompt email. After receiving the email from RugsUSA on September [redacted] stating that my order that I never placed has been shipped, I call customer service. I was told that once I receive the rug that I can call and get a return authorization number and they will offer me a discounted return shipping label. I have to pay return shipping charges for a rug that I did not order and you have already charged me $799 for? Are you kidding me? I have read numerous complaints about them online and have not heard back from anyone trying to rectify this issue as a rug that I never ordered and have paid for has been sitting in my house. I shouldn't have to pay for any return shipping and they should prompty refund my credit card before recieving their rug back as it is their mistake.Desired Settlement: I need my credit card refunded promptly. I shouldn't have to wait for RugsUSA to recieve a rug they shipped me which I did not order and shouldn't have to pay for any return shipping as this was the company's error and terrible customer service on their part.

Business

Response:

Hello,

When reviewing the orders , our system shows they were placed 30 minutes apart. One order she used a coupon for a lower price and the other was full price. The customer could have refreshed or hit back on her browser for this to happen ( during the order process there is strict guidelines in place for this not to occur). The order being 30 minutes apart did not flag as a duplicate. During the sale our warehouse has been processing orders on a rush and can be prepped for shipping less than 24 hours. Our cancellation process is to update the warehouse not to ship and when we receive confirmation the order will be confirmed cancelled. The customer was updated the rug shipped and the tracking number reflected the date shipping progress was updated on the ups website. We understand errors do occur and offered a discounted label for the return. The customer agreed to the label on 9/** and it was forward with instructions.

Review: I purchased a rug on August **, 2013. The website said it was in stock and should ship within a few days. Shortly thereafter I received a shipping confirmation email and was charged for the rug. I received no further communication from the company. Yesterday, September **, I checked online and the status was the same. UPS showed that a label had been generated but no product had been received. The RugsUSA website showed the product in stock and still shipping within a couple days. I called customer service and was advised that they had "just" been advised that the rug was on back order. The only option was to wait an additional two months or to cancel the order for a refund (which I have not yet received.). I chose to cancel. As of today,the rug still shows as available with a 2-3 day shipping window.Desired Settlement: I would like the company to stop advertising and charging customers for products which are not available. I would like the company to correct its internal procedures to ensure that back ordered or discontinued products are not advertised as available, and to ensure that customers are not charged for unavailable products, and to ensure that customers are promptly notified when an ordered item becomes unavailable. All of the above is standard practice among reputable online retailers and the technology is standard. Systematically charging customers for unavailable products in light of available technology smacks of willful practices.

I would also like to be refunded in full, with interest, for the time my funds were in their hands.

Business

Response:

Hello,

Customers are charged at the point of sale. This rug drop ships from the manufacture. Only until the processing period do we find out if the order can be filled accordingly. In this case we updated the customer the rug is on a back order and provided two options. The customer chose to have the order cancelled. The refund was submitted on our side, however it does take the credit card 5-7 business days to update and reflect the funds. Please note in some instances it can take up to one billing cycle to show up on the statement.

Review: I ordered a rug from this company and received it on May [redacted]. the rug was damaged due to the plastic wrap around the rug being torn at one end. The rug had black marks on it due to the damage. I went on the website the very next day which was May [redacted] and filled out a form on RUGS USA website under my account in order to process the return. After a few days of waiting for a response and checking the website several times a day, it continued to say return pending. I called customer service on May [redacted] and the return line said they were not taking calls. I figured even though they are open for customer service on Saturdays, maybe the return line is closed. I called the return line on May [redacted] and waited 30 minute and when someone finally answered, they hug up after saying hello. I proceeded to call the number again and a message said that line could not accept calls. I then called and pressed the number for customer service instead of returns and after again waiting 20 minutes, I spoke with a representative named [redacted]. She told me to send pictures of the damaged rug to the email address. I sent pictures that night and received an email the next day saying there were not pictures attached. I emailed the pictures back a few times to ensure they got there and asked [redacted] to let me know she received them. I never heard back from her. Then on May [redacted], I've not been able to return it to the company. I called and emailed the site and finally received an email from [redacted] telling me it would take 3-5 business days to process the return to receive a return label. I emailed them and called to express my anger due to it now being 7 days and I still have a rug in my house and have. Them emailing me a return label should not take 7 days and it should not be this hard to return something that was damaged to me. They cannot refund me until they receive the rug and they wont' even give me the label to return it. The fact that the return line cannot be reached and returns take so long to even get a label to ship the time back in unacceptable.Desired Settlement: I would like a label sent ASAP so I can get this rug out of my house and for my money to be refunded.

Business

Response:

Hello,

I reviewed the order and saw the rug was damaged in transit. Ups has picked up the rug for inspection and has returned it to our warehouse. As of today, the customers refund has been processed in the amount of $302.

Review: Ordered an Edison 8'3" x 11'. Instead, a Barcelona 5'x8' rug was shipped to me. Rugs USA refuses to send me the rug I ordered, despite the rug being in stock. Rugs USA is trying to force me to return the item and re-order. It is taking no responsibility in this matter.Desired Settlement: I want the rug I ordered delivered as soon as possible. I want Rugs USA to pay for shipping to return the item. And, I believe for the time, trouble and stress dealing with this matter that Rugs USA should offer a partial refund (discount) on this order.

Business

Response:

Hello,

. The customer contacted out call center to express the mis shipment that has occurred. We have sent the order through the return process and notified ups to go by tomorrow to pick up the rug. We have also notified the customer we will process the replacement and have it inspected before shipping out.

Review: I ordered 3 rugs from Rugsusa.com on black friday November 2015. I received 2 of the 3 rugs. I contacted rugsusa via email b/c I cannot seem to ever get them on the phone due to busy signal. They emailed back a week later and said they would check with warehouse and let me know in 48hrs what is going on. I get no response and then email again 9 days later. I get same generic response to check with warehouse. I asked for manager to call me. It is now almost February 2016.Desired Settlement: I would like to obtain the last rug I ordered only because I bought another one from that that matches and if I don't get it I want to send all of my rugs back. I also want this rug further discounted for my troubles.

Business

Response:

Hello, We apologize for the frustration experienced with this order. We are refunded you the full amount of $111.60. Please keep the item you received, or donate it to a charity of your choice, whichever you prefer as a return will not be necessary.

Consumer

Response:

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,

Review: Rug was ordered Jan **, was to not delivered. I checked tracking number through UPS and discovered it was delivered in [redacted]. Followed up with UPS, our address is correct; checked USA Rugs and our address is correct. RugsUSA said UPS made mistake. I contacted Rugs USA ~Jan ** and was told the rug will be expedited and should be out in ~2 days; called 3 days later and was told it will be sent out after 2 additional days; finally called this past Tuesday and was told due to weather it would not be sent till Thursday. I did not hear anything and tried to call several times Friday, my calls are not being answered or returned. We finally got through and were told the order was cancelled 3 days earlier (Feb *). We were not notified of the cancelled order and we have not received a refund. We were told it could take up to 2 days for the refund. Frankly I am tired of being told it will be coming in a few days and do not trust them to return our money.Desired Settlement: They have lied at least 4 times so far...I just them to return the money!!

Business

Response:

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.

Consumer

Response:

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,

Don't buy from rugs USA. Poor quality rugs and they do not back their products.

Review: I purchased a rug on 2/**/2015 using a promotional code advertised on rugsusa.com. I received an email on 2/**/2015 stating my order was canceled but with no explanation as to why. When I called the company, I was informed that a bug allowed the purchase to go through when the promo code should not have applied to the rug I bought. My card had already been charged and I had to wait approximately a week and a half for the refund to be posted.Desired Settlement: I would like my original order reinstated and the product I ordered for the price I originally paid. Rugs USA should honor the price showed on their website. I have a screenshot of the order page showing the advertised price I paid, if needed, as well as my email order confirmation.

Business

Response:

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.

Consumer

Response:

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]

Legal disclaimers aside, this is terrible customer service. I am not disputing the fact that legally you have the right to do this but it is not the fault of the consumer when a technical issue occurs with your website. My credit card was charged for the order and therefore it should be fulfilled at the price I paid. Also, when I contacted customer service and asked to speak to a supervisor, I was informed that she was out to lunch and would return my call when she came back. I never received a call. My experience with your customer service was extremely poor in every way. I will not consider this issue resolved until I receive my original order at the price I paid.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello, We can not honor this rug at the discounted price due to the rug being provided by our manufacture. We must stick to M.S.R.P as we are in contract to sell for other vendors. This may not be your desired outcome, however there isn't anything further we can do.

Review: This entire transaction has been a ridiculous disaster.

On 11/** I ordered a rug from this company that was on sale. 10 days I waited and the thing still hadn't even shipped and I needed this for a party I was hosting. I decided I'd had enough and called them to cancel the order.

It took 4 days for the cancellation to be processed so now we are at two weeks time. 3 days after that I called because I'd not received my refund. The representative told me that none had been issued. RugsUSA had just decided to cancel my order and keep my money unless I specifically asked for it back it seemed. So with gritted teeth I asked her to kindly give me my refund to my credit card immediately. She told me that will take up to 8 days. I told her if it took more than 3 I would be calling an attorney. They have had my money for almost 3 weeks and I have nothing to show for it and couldn't afford to buy another rug for my party either.

That was 3 days ago. I called my credit card company and they said they show no refund having been transmitted to them and that they would be able to see if almost immediately if it had been done, so they're either stealing from me or really incompetent.Desired Settlement: A refund immediately, an apology, a change in their practices and maybe a gift certificate if they ever want me to even remotely consider using them again.

Business

Response:

Hello,

I reviewed the order that was placed on 11/**. The website states this rug takes 8-10 business days to process and leave the warehouse. The customer contacted us within the processing time and was not happy the rug was not shipped out as yet. He requested the order cancelled on 12/**. Cancellations are a request and takes 3 business days to officially cancel an order. During our cancellation process we have to notify the warehouse to not ship the rug. Once the warehouse confirmed the rug will not be shipped a credit of $91 was returned to the customer's credit card. He was notified via automatic e-mails sent by the system. As of today 12/**, the amount shows posted to the customer's credit card since 12/**.

Review: There is a New Years sale currently going on which does not require the use of a coupon code. I heard there was a [redacted] for Rugs USA, so I went to the Rugs USA website to check to see if I could use the [redacted] in combination with the sale. The issue is answered directly in the FAQ section which says:

Q: "Can I apply my [redacted] voucher to a sale item?"

A: "The [redacted] cannot be combined with any other sale, discount or promotional code. Only one promotion code is allowed per transaction. Additionally, [redacted] vouchers will not apply to closeout & clearance items."

The first sentence of the answer can be read in two ways:

1) The voucher can't be combined with any sale or discount, OR promotional code (where sale and discount and promotional code are all nouns); OR

2) The voucher can't be combined with any (a) sale code, (b) discount code, or (c) promotional code (where sale, discount, and promotional are all modifiers or "code", specifying what kind of code).

The second sentence clarifies the ambiguity by clearly stating that only one CODE can be used.

So according to the FAQ, there should be no conflicts with me using my [redacted] because 1) the current offer on the website specifically states "Happy New Years / prices reduced by 80% on select items + free shipping / NO COUPON NEEDED / shop now" (emphasis added), therefore I would only be using ONE "[sale, discount or] promotion code" (i.e. the [redacted] voucher) and 2) the area rug ([redacted]) is neither labeled closeout or clearance.

After researching this policy, I purchased a $99 for $235 [redacted] to use on the website. I attempted to the code and it was not accepted.

This is clearly FALSE ADVERTISING and results in a loss of approximately $136 to me (being the difference between the total I would have paid with the [redacted] [$99 + $39 (cost above voucher value)] and the price I am required to pay without the [redacted] ($274)).

I've tried contacting customer support with no resolution. Additionally, the manager (Myria) will not return my calls on the issue.

You should be held accountable to honor the advertisements on you website.Desired Settlement: A refund of $136.

Business

Response:

Hello, As stated in the [redacted] fine print: "Cannot be combined with any other sale, discount or promotional code." This information can also be viewed here: [redacted]

We have provided the customer with an additional 25% off of their purchase for the confusion with this issue, but we will not be able to meet the customers desired outcome.

Consumer

Response:

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,

Review: Rugs USA states in their policy under the returns/prepaid label instructions that they will issue a credit for the shipping upon receiving the merchandise. They tried to explain to me this is referring to the credit for what we paid for the merchandise and not the prepaid label. This is misleading and wrong because if it had stated that clearly in their returns section then I wouldn't have purchased their $49.99 pre-paid label, thinking I would be reimbursed once my rug arrived back to their warehouse.

Their website states, "Description: Prepaid return labels make returning a rug easy and affordable. All you need to do is request a return authorization number by calling ###-###-####. Once you have been issued your RA #, order a pre-paid label here and we will email the label to you within 1 to 2 business days. Simply affix the label to your package and drop off your rug at your local UPS shipping center. We will issue you credit, once we recieve the rug at our warehouse.

Collection: Prepaid Return Label

Brand: Rugs USA

Material: Electronic Label

Styles:

Origin: New York"Desired Settlement: I would like to be refunded my $49.99 return shipping fees.

Business

Response:

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.

Consumer

Response:

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 think they need to re-state their policy to be clear for consumers in the future.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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.

Consumer

Response:

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,

Review: I purchased a rug and a runner from RugsUSA with no problems and received them quickly. I didn't care for the color or texture of the rug so, I quickly submitted a return request. I received an e-mail stating my return had been accepted and that I would shortly receive another e-mail with my authorization and an option to print out a pre-paid return label. This e-mail never came, so, through their preferred method of communication, I submitted an e-mail. I still never received anything and then received an e-mail stating my case had been closed. Within the 20 day return window, I submitted, re-submitted and returned several e-mails stating my case had not been resolved. On August [redacted], I finally received a call informing me that my e-mail was not working and they needed a new address and since it was past my 20 day window I would have to pay a 25% restocking fee. I had obviously not been informed of this any of the dozen times I replied through their preferred channels that I still had no e-mail. I felt as though RugUSA purposely waited well outside the 20 day window to wait and call me to tell me that my e-mail wasn't working. I was directed to a supervisor's voicemail box. I left a message for [redacted] to call me back on August [redacted]. It is August [redacted] and I still have not received a returned phone call. So now, I still have no return label and no return phone call from a supervisor. I do not see any fault of mine during these transactions and I have done my part and should be fully refunded and not charged a 25% restocking fee.Desired Settlement: I wish to be refunded the full amount of my return, not just 75%. I do not mind paying for return shipping as that was the agreement in the first place.

Business

Response:

Hello,

As per our return policy, the customers has 20 days from the delivery date to request a return authorization number. The customer contacted us around 6/** at which we provided the information. The e-mail was sent to the e-mail address on file ,[redacted]. Please find attached 3 screen shots. The first one from 6/** when the iniatal return was requested. The second one being resent on 7/* and finally the 3rd where it was sent as a reply to the customer's e-mail stating she had not received the first two e-mails. At this time the product is outside of it's return time frame and can no longer be returned.

Business

Response:

Hello,

Rugsusa in good faith made an effort to going as far as to reply to the customer's e-mail to make sure the e-mail is being sent to the correct address and forwarding the e-mail from different inboxes. However, we will make an exception for the customers order. We will contact her to let her know she has 7 days from today to return the item and provide us with return tracking to ensure a speedy refund. Since the customer had the rug in her possession for 2 months the order will not incur a 25% restocking fee for the late return, unless the rug is not in it's original condition.

Consumer

Response:

[redacted]:

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.

Review: I have attempted to purchase 5 rugs from this company. I have had the same exact scenario play out two times now. I order a rug, my debit card is processed/charged, an email arrives that it has been shipped, then a few days later another email arrives stating they didn't actually have the rug in stock and my refund would take up to 10 business days.

I contacted [redacted] by email at Rugs USA to explain this issue and ask her to resolve it, or lose me a customer. She asked me to send her a short list of a few other rugs within a certain SKU number, that I might like and she would see if she could approve some type of discount on those. I spent more of my time looking through hundreds of rugs and sent her a list of three. She replied that she would ask about those three, but in the meantime I could just go back to their site and buy another rug that's on sale, because once they go off sale I may not be able to get that price again. I waited past 3 business days (as told) to hear back from her, but never heard another word.

The company is misrepresenting items for sale that are not even available.

In addition to my email, I posted my experience on their [redacted] wall under a recent post/picture they had posted. I was one of three unhappy customers who had written under that particular post/picture, sharing their poor customer service experiences. ALL of those posts have since been removed by the company.

I also sold a rug I had successfully purchased from them a few years ago because the shedding never let up. I had a friend have the same problem with a different rug they purchased from Rugs USA. It's hard to tell the quality of the rug, unless it already has several reviews & I'm starting to detect some fake reviews by employees.

Customer service has been terrible and considering they are deleting customers' comments from their public [redacted] wall suggests to me that there are many unhappy customers.Desired Settlement: I want the company to honor the suggestion they made. I would like to receive one of the three rugs I picked out, at the same price I had paid for the original rug that was not available.

Business

Response:

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.

Review: I placed an order with them by mistake. Called a few minutes later to cancel but could not get a cancellation number - they said it would take 48 hours for the manufacturer to process the cancellation request. I asked - what if they ship before it is processed. Their answer - do not worry and watch for an email in your mailbox. 2 days later I received an email that the order had been shipped. Called them again and got the following answer - the manufacture was unable to process the cancellation request because the order had been shipped prior to that. Best we can do is offer you a discount return label. If you refuse delivery you will be charged 25% restocking fee.Desired Settlement: Refund the charge and take care of their merchandise themselves. In the future either post on their website that any order is final and non-cancellable or learn how to cancel.

Business

Response:

Hello,

The customer placed the order on Nov. [redacted] and did get in contact with us to inform us he would like to cancel this order. As per our cancellation policy, the cancellation request is accepted but the order is not officially cancelled until we receive confirmation the order will not be processed and shipped. This process can take up to 3 business days. The cusotmer was informed of this policy upon making his request. The manufacture processed and shipped the rug within one business day 11/**. Currently we have asked them to reroute the rug back to sender and once that is confirmed we will submit a refund. The status is reflected on ups tracking : [redacted]