RugsUSA.com

Review: I ordered a 12 x 15 Surya area rug from RugsUSA on 3/*/15. The order number was [redacted]. The rug that was delivered was defective. It had two 3" x 3" holes punched out of the rug. I photographed the damaged rug and sent the photos to RUGS USA along with a request for to return the rug for a refund. This was done on 4/** which was the day the rug was unrolled and the damage was discovered.

The rug was delivered on March [redacted] after a reroute in the shipping made at my request through Rugs USA. The rug was carefully visually inspected in the plastic wrapping which was intact. No damage was visible. The rug was not unrolled until 4/** because the space for which it was intended was not ready.

RugsUSA has argued that as this is past the 30 day time limit and therefore they are not responsible for accepting the return or refunding the $2000 plus cost of the rug.

However, the damage to the rug was not from shipping and was intentionally hidden so that it could not be discovered during a normal visual inspection of the package. The rug plastic wrapping was intact when it was received and there was no external damage to the rug. When opened at our home we also found that the center cardboard roll was intact. as well the photos document all of this. The damage that created the two holes shown in the photographs was in the 3rd and 4th layers of the carpet away from the center cardboard roll. Therefore it is a straightforward deduction that the carpet was damaged by a forklift--most probably at the manufacturer--and was re-rolled in the opposite direction to hide the damage, then wrapped and shipped. The shipper would not have been able repackage the plastic wrapping which was undamaged. As there was no damage to the cardboard core, it was not run through by a forklift picking it up from the ends as a shipper might. It was run through by head-on contact with a forklift, then the damage was hidden.

Given that the damage was intentionally hidden from external visual inspection I believe that the 30 day limit on returns policy does not apply and expect a full refund of the amount of the rug. I would be happy to also return the rug to them, but at their cost.Desired Settlement: Full refund of the cost of the rug to my credit card.

Business

Response:

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.

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. 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,

Review: I purchased 1 rug for $119.50 which was 50% off plus an additional $15.00 off on [redacted], 11/**/14. That same night, I checked my bank account online and saw that I was charged twice, once for the $119.50 and another $269.00 for the same rug at full price. I emailed the company that same night for a cancellation request and explained that they charged me twice for the same rug making 2 orders. I understand that they are not working during the weekend. So I called rugsusa.com on [redacted] to explain this and the representative told me that she would send and email to their accountant to refund the money to my account.

As with other banks and stores, I know that pending refund credits should appear the following day if they did it the day before. It is now [redacted], 12/*/14 and the credit still doesn't even should pending.

THE BOTTOM LINE HERE IS THAT SINCE RUGSUSA.COM DID AN UNAUTHORIZED CHARGE AND OVERDREW MY BANK ACCOUNT, THEY SHOULD HAVE CLEARED THIS UP IMMEDIATELY SINCE IT WAS THEIR WRONG DOING.Desired Settlement: I would like rugsusa.com to immediately refund my debit card and not wait around a couple of days. I do not want them to mail a refund check either so that they can delay the funds being taken out of their account.

Business

Response:

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.

Consumer

Response:

Rugs USA does not seem to understand that I did not place that order at all. That order has nothing to do with a coupon code or anything. It was a duplicate order on their part. They keep insinuating that I placed 2 orders on accident and I did NOT.However, 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: Hi, on June **, 2013, I ordered a rug from this company 'online.' On June **, 2013, when I received the shipment it was a totally different rug then what I had ordered; the order was for a runner in the color green with a chevron pattern and what I received was a stripped rug in charcoal and brown. On June **, 2013, I exchanged emails and called their customer service and they issued me a UPS Ground Label and I returned the rug. The company stated that they were unable to send me the rug that I had ordered, and instead suggested that I would need to go back online and reorder it. I emailed customer service again on August **, 2013 to follow up for the refund, but I have not yet received a credit to my CC. My account was charged on June [redacted] in the amount of $57.75; the charge on my CC statement includes the following in the description [redacted]Desired Settlement: I would like Rugs USA to credit my CC in the amount of $57.75. Thanks,

Business

Response:

Hello,

The customer contacted us regarding her refund and we went ahead and resubmitted the refund for $57.75. The refund is confirmed returned to the original form of payment as of today.

Review: On 1/**/2015 I proceeded to order a second Octo Sheepskin rug from RugUSA. The first purchase was made and completed on 9/**/2011. I still have the first rug that I still use in our bedroom. I called the sales line to confirm the product I was ordering was in fact the same product (8 pelts) as the one previously ordered. The salesperson (female) confirmed it was and the only difference is this one now had a backing on it, which the first did not. The salesperson confirmed that it was the same, but this just had a backing attached to it. Not thinking any different since I had no reason to distrust what the salesperson was saying, I ordered the rug and upon receipt it seemed similar although it had a backing on it that had a design and what appeared to be seams on it. A few months later the rug was rolled and placed in storage, as I wanted to clean it. It stayed in storage for 5-6 months since I needed time and special sheepskin cleaner to clean it. In late August, after moving I took the rug out of storage to clean it and get ready to set up our new home. Upon cleaning the rug in September, I discovered the product although advertised as an Octo Sheepskin was really made up of fifty to a hundred pieces of sheepskin cleverly covered by a backing to conceal the true nature of the product (' [redacted] Octo Sheepskin with Faux Backing Rug" Item #: 166LWSO180-P). This would have never been discovered except after washing it I attempted to brush the rug out and it was all lumpy and the pelts were going in hundred different directions. This was very inconsistent with my first purchase, as it has been washed multiple times and still looks new. Since I purchased an Octo Sheepskin Rug before from RugUSA I was shocked by this discovery. I immediately emailed customer service on 9/**/2015. Ashley G. replied on 9/** that a return or refund was no longer accepted. I reminded her this is false advertising on 9/**, and she replied with the same copied message that a refund or return was no longer accepted on 9/**. On 9/**, I requested a supervisor to contact me that day. On 9/**, I received a message from supposedly a supervisor, who left no name that a return or refund was no longer accepted, because I missed the return window. After waiting 2 weeks she leaves me a message with no name that I missed the return window and there was nothing she could do—basically stating I was just stuck with a product that the company lied about. The supervisor failed to address the false advertising, and poor product quality, and failed to address any of my personal concerns that I had been deceived. I would have never purchased an eight-pelt sheepskin rug made of 50-100 pieces of sheepskin sewn together and covered up by a faux backing particularly since I purchased this before, and confirmed the product was the same. I expected that I would have the same results as my first purchase, but the supervisor left a message they do not guarantee the product is the same, although the sales person said it was the same 8-pelt rug just with a faux backing, it was truly not even close. I would have never suspected I would have been lied too, but I have and this is ever so disappointing. I confirmed and paid for an eight-pelt rug and ended up being defrauded and sold a piecemeal pelt rug disguised as an eight-pelt. Shame on this company for false advertising, for not standing behind their products, and for providing false information and poor customer service. I have continued to make attempts to contact the supervisor with no luck. In addition, I attempted to warn other buyers of this situation, but RugUSA refuses to post my posting regarding this situation under their products. It seems RugUSA picks and chooses what they post to their site. As of 9/**/2015 they are still falsely advertising this rug as an Octo Sheepskin. I have requested a refund of my money or a replacement of a true 8-pelt rug with no backing, and that they change their false advertising with no resolve. A replacement of a true 8-pelt sheepskin rug with no backing or a full refund of item purchased of $224.40, and modification of all product advertising on their website to contain accurate information about the products they are selling in order to not defraud buyers.Desired Settlement: A replacement of a true 8-pelt sheepskin rug with no backing or a full refund of item purchased of $224.40, and modification of all product advertising on their website to contain accurate information about the products they are selling in order to not defraud buyers.

Business

Response:

Hello, This item was delivered to the customer on 1/**/15. Any issues with the item were to have been reported within 14 days of delivery. Our records indicate the correct item has been delivered to the customer. However, Since the item was delivered over 8 months ago, there is nothing our company can do at this time.

Review: My rug was shipped out UPS without signature on delivery or even delivery confirmation. It was reported the my rug was left "in front of garage" yet no rug was present when I got home. RUGS USA said they opened a claim with UPS but they would not know anything until UPS finished their investigation which could take up to 8 business days. The never offered to send a new rug or refund my money & when I asked they said that they could not do anything for me. So they had my monday & I had no rug. They said I could order another rug, but then told me the rug was backordered until Jan 2014. My rug mysteriously showed up 3 days later & even though the UPS tracking number matched it was not the rug that I ordered, not even close. When I called to let them know of the error they simply said that they would send a shipping label & would not charge me to send back the incorrect rug & would refund my money. Again, I asked them to send me the rug that ordered, telling them that I did not want a refund that I wanted the Blue rug that I originally ordered, they said that they would not send anything else until they got the incorrect rug shipped back. Also, when I called into the customer service center I had to wait on the phone each time for 15+ minutes. DDesired Settlement: I would like to rug that I initially ordered, or a comparable sized rug in the same color and pattern, to be sent to me as soon as possible.

Business

Response:

Hello,

The customer's order has been mis shipped. We have issued a ups call tag with 3 pick up attempts starting tomorrow 11/**. We no longer have stock in the correct rug. We advised the customer to choose a replacement Rugsusa brand rug and take advantage of the current promotion which is 70% off appose to the 55% she originally received. Once the order is in place we can process the order on a hot rush and ship it out.

Review: Ordered and paid for 2 rugs. Only shipped one and did not refund money for rug not shipped. Have called on several occasions and told I would receive refund that day. Last email on

12-**-15 and still no refund. Will not let me speak directly to the credit department can only speak with order takers.Desired Settlement: I want my refund immediately. I'm afraid they're getting ready to file bankruptcy or something which would proclude me from ever being refunded.

Business

Response:

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.

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: Received incorrect rug 3 weeks after ordering (was told it would take 7-10 business days). Took a week for Rugsusa.com to get back to me after many phone calls and emails. Was informed [redacted] will pick up the rug and once Rugsusa.com received it I would be refunded and could reorder my item. Item is no longer in stock and no longer on sale and Rugsusa.com said there's nothing they can do.Desired Settlement: I would like the correct rug shipped to me

Business

Response:

Hello, I reviewed this order and saw a [redacted] call tag has been issued via tracking number [redacted]. The customer was notified [redacted] will make 3 pick up attempts that will begin today 12/**. We apologize the rug has been mis shipped and have taken measures to return the rug at no cost to the customer. The rug is no longer in stock, however the 60% discount is still active on our website. Once a new rug is chosen we are happy to do a Rush shipment for the replacement order. Again, we apologize for the inconvenience this may have caused.

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 defective [redacted] rug from RUGSUSA.com. It sheds terribly, leaving loose threads all over my home. I have a baby who picks up these threads and puts them in his mouth, making it a choking hazard. The return window for rugs is two weeks, however, on the company's site it says in the FAQs: "It is normal for new rugs to shed yarn fibers for up to three months." Therefore, I was unable to know it was as defective as it is during the return window.

We have vacuumed the rug regularly and it continues to shed in a manner that is DANGEROUS for infants. A baby could easily choke on the threads. I have contacted the company on several occasions and because it was outside of the return window, and they won't do anything to rectify the situation. I have called and asked to speak to a manager however I was told there were none available and that I could leave a voice mail. I have done that but never received a call back.

The company should stand behind its merchandise -- especially since on their OWN site they say it is normal to shed for up to three months. Based on that, it is completely reasonable why I didn't initially contact the company: THEY SAID it was normal to shed for the first three months. After that it became clear that the item is truly defective.Desired Settlement: I want a refund - the item poses a hazard to young children and is clearly defective.

Business

Response:

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.

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:

[The amount of shedding is above and beyond the norm. There are hundreds of threads all over my apartment that pose a thread to our infant.]

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

Sincerely,

Business

Response:

While we understand that this is not your desired resolution, we will not be able to accept the return as your item has exceeded its return period.

This company has a very very bad customer service department I can never get a human being on the phone you're constantly waiting for email to get answers to questions you have to buy a label from them to return, you have to get an email from them to even get permission to buy a label to return , and then wait over a week for it to even return the goods then they put a deadline on when you can return the goods and now 2.5 weeks later I'm still waiting for any confirmation of a refund. I'm returning the rug because the carpet was definitely not as described you would think that they would allow free shipping back to them since they misrepresented the product but no way.

Review: I called to order a Rug. They honored the sale price and then gave me 5% off- as part of a VIP program.

They later emailed me (late in the day), saying they took off the 5%. I called and they said the 5% could be used for a future program.

I have an email confirmation with the discounted price. They cannot change their minds late in the day and then alter the price.Desired Settlement: They should honor the price of the order that was already in place!

Business

Response:

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.

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:

You honored the extra 5% (as per the VIP email I received) over the phone. Later that day, I received an email, stating that you were charging my credit card for more and not honoring the price- even though I received confirmation of purchase price. When I called to respond to the email, ALL the supervisors were conveniently unavailable to look into this matter. I then requested to leave a message. I have still not received a response. I did cancel the order that day- as my credit card was charged for more than what I had authorized.

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

Sincerely,

Business

Response:

Hello,

You have mis understood the Vip e-mail notification. I went over the terms and the email was sent to you after the order was purchased advising you are now part of the vip rewards. This means you will receive a special discount code when we put out new promotions giving you a 5% more discount than the advertised price. The enrollment came after you made your initial purchase and therefore was never active and the code would be good on future orders only.

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:

Correction, a RUGSUSA representative misunderstood the VIP coupon. They were the ones that honored it and put the order through!

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

Sincerely,

Review: I ordered 1 rug from this for $63.00, but they charged me for 3 rugs. My debit card was charged $519.00. When I requested an immediate refund to prevent overdrafts to my checking account, I was told that I would have to wait anywhere between 3-7 business days. I spoke to several customer service representatives named [redacted] and [redacted]. All of them were very rude and did not seem to care or grasp that this was the company's error. I am still unsure if or when I will be getting my money back.Desired Settlement: I would like a full refund immediately!

Business

Response:

Hello,

I reviewed the order and saw that the customer put through an order yesterday for 3 rugs( 6/*). (Please find attached invoice). When the customer contacted us she asked that one item be cancelled off the order. Due to the promotion not going through when the customer processed the order, She then requested the entire order cancelled. The order was cancelled and the payment was voided. We never accepted payment for the order and as of today the order has been cancelled.

Review: To whom it may concern:

I placed an order with your company on 4/**/2014. Shortly after placing the order, I received an email stating that there was a problem processing my order, however after a quick telephone call to your company, I was assured that the order was placed.

Fast forward to May [redacted] where I still had not received any emails from your company about shipping or even order confirmation. I placed another call to customer service and after a quick placement on hold, I was told that the representative had just spoken to the vendor and I was assured that the order was processed and shipping shortly. I even received an email from the office, the text of which is copied below.

Order Number [redacted] has been processed and the items listed below have been shipped.

Your Tracking Number can be found in the order details below.

Order #: [redacted] [track] Destination: [redacted] USA

Name: [redacted] Tracking #: UPS Tracking #: [redacted]TRACK)

Your tracking number may take up to 48 hours to show up in the UPS system.

Date: 2014-04-** 12:45:07.0

Product Qty Write a Review

[redacted] - sapphire-rugs-traditional 1 Write a review for this product

Billing: It is our policy to bill at the point of sale. If your item becomes backordered for longer than 30 days, we will credit your payment method.

Return Policy

Contact Us: Call us at ###-###-#### Monday - Friday 9AM - 6PM EST, Saturday 10AM - 5PM EST

The email states that they order had shipped and attached a tracking number. When one checks the tracking number, however, it is revealed to be for an article shipped to Gorham, ME and that it had been delivered already.

On May *, I received an email from [redacted], that stated simply that the vendor had contacted Rugs USA and notified them that the rug was backordered until June *. So the questions abound.

How can RugsUSA.com sell a rug that is on backorder without notice of this on their commerce site? This is standard practice and seen with hundreds of similar drop ship companies.

Why would I be sent an email stating that my order was complete when it wasn’t?

Who did the customer service rep speak with when I was placed on hold? If it was the vendor, would they not have told your rep it was on backorder? Or was it a classic stalling tactic common throughout customer service?

Why was I sent a tracking number to an order that was not mine? To do this, someone would have had to have manually sought out and attached the tracking number to my order, as it obviously was not in your system this way, since your company would not have been able to bill properly for shipping if it was so.

Where is the record of my call to RugsUSA.com on May *? Repeated calls to your company show no record of my call that day, yet I obviously spoke with someone since I received an email from customer service addressing my concerns

What is RugsUSA.com going to do to right this situation? As of the writing of this email, I have not spoken to anyone who has offered to do anything to assist in this situation.

The list above is just the start of my questions in to your company and its practices. Your company had no problem taking my money, but apparently has a large problem with customer service and follow through, based upon the tremendous number of negative reviews I found in only a few minutes of research.

I expect to receive some sort of communication from your company correcting this issue shortly. Thank you for your time.

-[redacted]Desired Settlement: shipment of the item requested in the time promised with a discount.

Business

Response:

Hello,

As stated previously, customer's order [redacted] was placed on 4/** and was cancelled due to an extended back order for this rug. Anytime we make changes to an order through our system , an email is automatically sent to the customer. The wrong tracking number was entered into the order and we have cleared this up during the phone calls with customer service. The order has been cancelled and refunded. There isn't anything else we can do for the customer unless they want to re order when the rug returns into stock. We will honor the price.

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:

The company cancelled the order without notice or permission. The tracking number was attached to an email which said my order had been processed and shipped, though the company could find no record of such an email. The accidental attaching of a tracking number to said email is a new response from the company, as they have repeatedly claimed to have never sent such an email. My repeatedly requests to speak with a [redacted] went unanswered, as did my numerous voice mail messages when finally routed to a vm box after such requests. There was never any resolution on any item of my complaint with the company. To say so is a bold-faced lie and typical of their customer service, I have found.

This company has shown a repeated pattern of deceptive, dishonest and downright fraudulent business practice from day 1. There is no way that I, or anyone I know, will ever do business with them. I have never had such poor customer service from a company.

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

Sincerely,

Review: Order to RugsUSA.com placed on 3/**. Order Confirmation #[redacted]. The Order was for 2 rugs both in beige.

One of the rugs "Scrolling Vines" was recd in beige as ordered. The other rug "Ornate Transitions" was recd in teal not beige. I need both rugs in beige. The goal is to send the rugs back for credit on my credit card. Because they shipped the wrong color rug I need prepaid return label.

I have attempted to contact RugsUSA via- Live Chat, email and numerous (6) phone calls. I have been told on two of those calls that a return label would be sent via email within 3-5 days. On 2 of the calls I was mysteriously disconnected. Final call I was promised a callback that is 2 weeks overdue. One call I held for 2 hours and never did get through to Customer Service. This is starting to impact my natural charm.Desired Settlement: My desired outcome is that RugsUSA will send me a prepaid label to return ship both rugs.

Upon receipt of the rugs RugsUSA will issue a credit to my MasterCard for $312.

Business

Response:

Hello,

I reviewed the order and saw there is a claim pending on this account. The return label has been issued and e-mailed to the e-mail address on file :[redacted]. If the label has not been received the customer can contact our returns department for more information.

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]

Part 2 of the resolution is actual credit to my account. The label was received and I will schedule pickup by UPS on tomorrow April [redacted]. Will monitor account daily. Stay tuned. [redacted]

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

Sincerely,

Business

Response:

Hello,

The rug was received back at the warehouse yesterday 5/* via ups tracking [redacted]. A refund of

$152.50 has been processed. Please allow 3-5 business days for your credit card 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:

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,

Review: I spent hours and hours searching their website for just the right rug (I purchased a groupon deal), but most rugs were out of stock, not the right size or out of my price range. I finally found the right one and when I tried to order it on Sunday, it wasn't going through. I tried calling customer service but noted they weren't open a Sunday (should have been my first clue). So I fig I would call on Monday-- I tried every number available for them and it all goes back to only same 3 options-- sales/cserv/returns... Every option I was on hold for 30+ minutes! After being on hold for awhile, they do give you an option to press any digit to leave a message for an agent-- you do that & nothing happens!!

In this day and age, people have precious little free time--- too little to try and purchase a good/service from a company that obviously could care less about customer loyalty & customer service, and have to put up with all of this-- ridiculous!Desired Settlement: I do still want that rug, as I spent HOURS matching it to furniture, paint, fabrics of the room-- so I do want order placed; but it would be nice to receive a gift card/discount on this or a future purchase (IF I decide to give this company one more chance) for all the hassle & lost time I've encountered.

It would be nice to know also -- is this company just experiencing technical problems today or are they out of business??

Business

Response:

Hello,

We did experience high call volume during our promotion, However, customer service/sales and the returns department is open from 9am-5:30 EST to take calls and answer customer questions. Please note we also have an entire section dedicated to groupon in our f.a.q :

We have alternative options such as live chat and e-mails as point of contacts for the customers as well.

Review: On 12-*-13 I ordered a rug from their website with part number [redacted] for $146.30 total. After waiting three weeks for the product to be delivered, it was left at our front door while we were on vacation for Christmas so our neighbors brought it inside. They did not realize it was the wrong rug. When we got home from vacation we unwrapped the rug only to find that we were shipped the wrong rug with part number [redacted]. I called Rugs USA customer service and spoke to [redacted], who said I should wrap it up and Rugs USA would have the UPS guy come with a new shipping label to bring it back for an exchange to the correct rug. I sent pictures on the wrong rug to the email [redacted] on 1-*-14 per [redacted]'s request to show proof I was shipped the wrong rug. [redacted] responded later that day that a return authorization was in the process of being started. Three days later on 1-**-14 I got an email from [redacted] at [redacted] stating UPS would make three attempts to pick up the rug immediately, that I should not leave the rug outside, and that it should be wrapped up ready for shipment. I waited for two weeks and never had any contact from UPS or Rugs USA. On 1-**-14 I sent an email stating UPS never picked up the wrong rug and I was never sent the right rug. Later that afternoon [redacted] responded via email saying her [redacted] got involved and will get UPS to my house the next day to pick up the wrong rug. In this email [redacted] also stated that once UPS picked up the wrong rug, she would have the replacement shipped to me. This never happened.

Two days later, on 1-**-14 I sent an email to [redacted] stating UPS never showed up and I still did not have the right rug. I requested the right rug be sent to me immediately since I had a family event at my home and needed a place for the children to play on. I never got any response back from Rugs USA. Three days later, on 1-**-14 UPS finally showed up and took the wrong rug away. I tracked it and found it was back to Rugs USA the next day on 1-**-14 so I emailed [redacted] on 1-**-14 to see why they never sent me the right rug even though they now have the returned rug. I stated that Rugs USA either had to ship me the right rug immediately, refund me my money, or I would get in touch with the Revdex.com to try and resolve this. I never got any response.

Since I never got any response from Rugs USA, I have no rug, and Rugs USA has my money for a product I never got, I am requesting the help of the Revdex.com. I just want the right rug ([redacted]) that I paid for over 2 months ago to be shipped to me next day. I feel it is only fair that Rugs USA actually give me the product I paid for.Desired Settlement: I want Rugs USA to send me the right rug I paid for [redacted] at the fastest method possible (I assume next day air early morning delivery). I would also like to receive some sort of refund for the time I have wasted dealing with this and being without the product I actually paid for. I feel a fair refund of $50 is a small step in compensating me for the pain I have encountered dealing with Rugs USA.

Business

Response:

Hello,

After reviewing the order, I saw that the manufacture issued a ups pick up [redacted] 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.

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]

The response Rugs USA gave is false since I was never given a refund. Their response states that they got the rug back on 1-**-14 and then issued a refund that day. I checked my accounts again today and Rugs USA did not give me my money back, almost one week after they said they issued me a refund. Rugs USA has both the wrong rug and my money and has now lied about issuing me a refund.

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

Sincerely,

Business

Response:

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.

Review: I placed my order on October **, 2013 with a promise of 3-5 Days until it arrived on my doorstep; now 22 days later my product has still not shipped. I have attempted to contact them via email 4 times and only get a generic response or a response stating that they will try to determine what the hold up is and get back with me, but they do not get back with me. I have also asked that they cancel my order and refund my payment in full and they are refusing to do so since they have already "processed" my order.Desired Settlement: I expect a full refund of all funds paid and for my information to be removed from their system.

Business

Response:

Hello,

As per the phone call today, the order was confirmed cancelled and a credit has been submitted. The rug was shipped out and returned by ups damaged. We do not have a replacement to provide. A full refund has been submitted. We apologies for the inconvenience.

Review: I placed an order with Rugs USA. I ordered 2 rugs. I had purchased a Groupon to use with my order. The groupon was valued at $120. My total bill for the rugs was $158. I paid the $38 dollar difference with my credit card. After receiving the first rug - I later learned via email that the company had canceled my second rug, making my new total $88. I have submitted multiple requests for help - with no reply. There has been no refund of $38 dollars issued to my account. And, while I understand Groupons terms of service around not utilizing 100% of the funds - I don't understand how, if the company cancels a portion of the order - I am not receiving communication on how to reallocate the remaining spend that should be available due to their cancellation.Desired Settlement: I would like my $38 returned to my credit card and a credit to the company of $32 for the remaining amount of the Groupon I should have to use.

Business

Response:

Hello,

Seeing that the customer used a voucher to place this order, the cancelled portion is reactivated into a new voucher. The new voucher code is [redacted] and is valued at $70. This is the same amount of the rug we could not fill on the customer's order. Sorry for the inconvenience.

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:

No. I had a voucher for part of my order. I then charged $38 to my credit card to pay the difference. The company canceled half my order. You can't then keep the money over the voucher I paid. You should give me back the $38 I paid out of pocket and a voucher for the $32 remaining balance that should still be on my voucher. Had I known that I would only be sold one rug - I would've only used the voucher in the first place.

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

Sincerely,

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 appreciate the credit. That was what I wanted. Is there still a credit for the remainder of the voucher?

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

Sincerely,

Business

Response:

The customer used a Groupon voucher valued for $120. There were two rugs on the order. Rug #1 was valued at $88 and rug #2 was valued at $70. The customer paid out of pocket $38 making her order total $158. Rug #2 was unavailable so we issued a new voucher valued $70. The customer is not entitled to a refund of $38 charged to her credit card because she has the rug valued at $88 and a voucher of $70 totaling the same as $158.

Review: My main complaint is the condition of the rug after minimal wear and the amount of shedding that comes off of the rug. This rug sheds horribly. I have to vacuum daily and myself and our guests have white hair/debris over our clothes, all over my wood floors…. It is everywhere…. In the kitchen, hallways, dining room. We were told that after a couple of vacuums it would clear up and we understand that wool rugs can take up to 3 months to stop shedding in the disclosure… but we have had wool rugs before and never experienced this, this is horrible and humiliating, it is in clumps everywhere. This is honestly the worse decision we have made with our home. We have a young child, I am scared for her to play on the rug and the pieces are in her toys, clothes and hand. We have had this rug for a month and it looks worn and cheap, already coming apart…. HORRIBLE. I should have sent it back when I was unrolling it after delivery. I don’t know about you, but 204.75 is a lot of money to me, so to spend this and to dislike your purchase this much is so disappointing. I am even more disappointed in the lack of customer service we received with our dissatisfaction with our purchase and the lack of follow up with our request to return our product. This was the first time I used RugsUSA and originally I thought the site was a hidden gem, now, I realize it was a disaster. My order was delivered on 5/**/2015, I did not even set the rug out until 5/**/2015. I sent my request for return on 6/*/2015, within the 30 day limit. The rug was not clearance, I had a coupon code for mother’s day. The website states “easy returns”, yet my return was canceled. I do not mind ordering a different rug as long as it does not shed. I reviewed the reviews and based my purchase on the great star rating and comments. To my surprise when I posted a negative comment and a 1 star result yesterday morning, it is still not showing up on the rug this evening. So the rating system and comment section isn’t even correct, a tool that I used to make my purchase. I would like to dispute the denial, I would like my rating to actually get posted and I would like to return a rug that sheds all over.Desired Settlement: Post ratings and complaints in a timely manner, I believe they are filtering negative comments and not posting them right away. I also think that they should disclose that this rug sheds for its lifetime and it does not matter if you maintain your home on a daily basis, you will have white wool hair on your clothes, hands, tables, etc. I also think that 30 days is a reasonable time to return a product. I would like a refund.

Business

Response:

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.

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 based my purchase on the satisfied rating system from previous customers. This company did not update that on a daily or even weekly basis. When I provided my negative feedback due to POOR customer service and a poor quality rug, my posting was never added. I issued the rating several weeks ago and as of TODAY 7.*.2015, the rating is still not viewable and the system has not been updated. I purchased based on false reviews that are not even close to current. Also, some rugs have a 14 day return policy and others have a 30 day window. Since I read on the "reviews" that after several vacuumings, the shedding subsides ... I tried that for three weeks. I emailed and was told a generic response, I asked to speak to a supervisor and was told that they would just tell me the same thing and was never patched through to anyone higher up. This company sold me a product that I am UNHAPPY with. I don't know about you, but 204.75 is lot of money to my family, especially for a product that will not be staying in my house no matter what this outcome is. I am so bummed that nothing can be done about the service I received.

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

%

Business

Response:

All of our reviews are actual reviews by paying customers. This particular item has over 130 reviews, all with a star rating of 1 through 5. The customer received their item on 5/**/2015. The customer made their initial return request 6/*/2015, a full 15 days after the return policy had ended. All items clearly list the return policy on the product page prior to placing the order, and our return policy is clear on the website as well. Our return policy can be viewed in detail here: [redacted] We unfortunately cannot accept the return of this customers item.

Review: Carpets ordered on 2 different occasions (within days of each other). RUGS USA advertises shipments in 3-5 business days. After daily e-mails to customer service, they could not even estimate when this carpet might ship. I cancelled the order, a refund will be on its way in "7-10 business days"

The second order could ship next week. That puts me in the 2 week category once again, waiting for an order to ship.

My concerns are:

1. They advertise shipping in 3-5 business days

2. C refit Cards are IMMEDIATELY charged

3. After 3+ weeks, and still no shipping date, I had to cancel the orders.

4. Credits will be issued in "7-10" business days

5. RUGS USA has essentially "used my money" as an "interest free " loan for over a month.Desired Settlement: Issue a refund in less than another 7-10 days.

A letter of apology would also be nice as I have been living this nightmare for a month with these rude people.

Business

Response:

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.

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]

I will accept the response AFTER I see the amount of the purchase credited back on my credit card.

Additionally, it wasn't that I wouldn't wait, your company could give me no information on a shipping date. Moreover, this has happened yet again on another order which was just cancelled today as once again a rug was sold, the credit card charged immediately & once again no carpet.

It seems like your company sells rugs, charges credit cards, never ships, cancels orders and then takes "7-10 days" to issue refunds.

All told your company is using consumers monies as interest free loans...a despicable practice. Most companies will not charge a credit card until the item has left their warehouse.

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

Sincerely,

Business

Response:

Hello,

The order has been cancelled and a refund has been submitted. Upon cancellation an e-mail has been sent to the customer to confirm. The credit card company usually takes 7-10 business days to update their system and reflect the funds. In some instances , the credit can take up to one billing cycle to reflect on your next statement.

Review: I was referred to RugsUSA by a friend who told me that they had great prices on their products. I found a rug that I loved, and was excited about that was normally priced over $300, for $78. I purchased the rug on 5/**/14. In the interim, I asked my friend several times how long the product would take to ship, and she said generally 3-5 days (which was also posted on their site). I waited until about 6/*/14, 10 days and 6 business days as instructed to try chatting with a representative to see if I could get a stauts on shipment. My invoice said "your order has been approved and will ship soon" for about a week. The representative said she would put in an inquiry into the system to find out what was going on, and that I would hear back in about 24-48 hours. Ok....waiting, waiting...decided to try emailing them too. I got what appeared to be response from an "[redacted]", about thank you for your continued patience, and we will get back to you as soon as we have a status. Then 2 days later with no status, I tried sending another email, and I got the exact SAME response from this [redacted] individual. Not one word different. So it was an automated response, afterall. Today 6/**/14 I decided to finally call and see if I could get a human on the phone. I spoke with a young, unnamed individual who was not only unprofessional, but very quick to talk over me. She did however get me a status on my MIA rug. She told me that my rug had been damaged, and that nobody had submited for another order, or obviously reached out to give me a status about this going on. The rug is now indefinitely out of stock, and there was no option for me to place another order. She apologized quickly and repetitively, over me trying to talk about how unbelievable it is that nobody could email or chat with me about this, since she was able to find this information so quickly in their system. I am now awaiting what had better be the quickest 3-5 day return of payment that I've ever seen, or I will be contacting my bank to further contend charges.Desired Settlement: I desire a refund, case and point, although I am concerned with the lack of communication and professionalism that I may never receive my refund. I will now make sure to review any online businesses that I choose to do business with on the Revdex.com website. I hope that people stay far, far away from this business so as not to have to go through the non-sense that I've been dealing with for weeks.

Business

Response:

Hello,

I reviewed the order and saw that the rug was pulled for shipping in the allotted time, however it was damaged in the warehouse. The customer was updated on 6/** ( 7 business days late) that we would not be able to provide a replacement. A full refund has been submitted to the customer and the order has been closed out.