RugsUSA.com

Review: I placed an order on December *, 2013, for two rugs from Rugs USA. My invoice indicated I would receive my rug within 7-10 days. I finally received one of the two rugs I purchased during the last week of December. To this date, I still have not received the second rug, nor have I received the refund I have requested. I first attempted calling Rugs USA in early January, but was on hold for over an hour before I hung up without speaking to a representative. I have since sent multiple emails on the following dates: January *, January *, January * and January **. The automatic response to my initial email indicated that I would receive a response within 24 hours. I did not receive any responses to the foregoing emails. I placed a phone call to a representative on January *, who very rudely indicated that she would check with the [redacted] and they would know the status in the next two days. I did not hear from Rugs USA by that date. I then followed up on my work email two days ago requesting an update and indicating that I would be following up with a Revdex.com complaint. Only then did I receive a response, indicating that the customer service representative would check with the [redacted] and get back to me that day. I have not heard from her again. To top it off, I have never received such incredibly rude customer service with any merchant before as I have with Rugs USA - despite the fact that they are 100% at fault here. I have been a customer of Rugs USA for the past few years and while I have always received medicore customer service/minor delivery issues, this incident is too egregious to overlook. They have lost me as a customer, and I will be telling anyone who listens to never order from this company.Desired Settlement: My money refunded.

Business

Response:

Hello,

Please accept my sincerest apologizes for this delay. I followed up with this order and saw the rugs shipping label was created since 12/** with no shipping progress. We sent messages to our warehouse for a more accurate update on shipping, however they guys are not always in front of a p.c to respond as quickly. This rug was loaded onto our shipping dock and was damaged. We could not provide a replacement due to no more stock. A refund was submitted in the amount of $46.20. For the inconvenience, we are extending the 70% discount on a replacement rugs usa brand rug. Once the order is in our system we can also process the order on a hot rush.

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 do not have a refund in my account and I am not interested in a 70% off discount for a new rug considering the current promotion to the general public is 70% off their rugs. It is baffling to me that a rug could be damaged a month ago without any notification from this company whatsoever. Terrible business. Never again.

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

Sincerely,

Business

Response:

Hello,

The refund was submitting on our part under reference # [redacted]. Please allow your credit card company 3-5 business days for them to update and reflect the funds. In some instances, the credit card can take up to one billing cycle to reflect the refund.

Review: For at least one of this company's items, the sale price at 80% off is not different enough from the sale price at 50% off a few weeks ago.

I've been looking at this particular rug on their site for a few weeks:

A few weeks ago, the 8x10 size was offered at 50% discount, for a total price of a little over $400. I know this because I was considering whether I wanted to pay that much for it, not knowing that it might be offered at further discount in the future. The business then sent me a promotional email earlier this week about their 80% off sale for Labor Day. When I clicked to the site, the same rug is now 80% off, but still for total price of approximately $400.

The reduced price is misleading unless the previous full retail price is the actual, bona fide price at which they offered the article. They are misleading customers into thinking they are receiving a higher discount from a few weeks ago when they are not, and that is false and deceptive advertising and breaks the FTC's consumer protection laws.

I called the business, and they said that their full retail price fluctuates, and that they have every right to increase the retail price and then offer a higher discount, even though in the end, the price to the consumer is the same as a few weeks ago when it was offered at lower discount. I let the customer service agent know that they actually don't have that right, and that it is illegal pricing. I know this because I worked as a buyer for Macy's many years ago.

I also emailed this business twice over the last couple days, but have not heard back even though they state that their email response rate is 24 hours.Desired Settlement: First, I would like them to stop their deceptive pricing practices. Then, I would like them to honor their 80% off offer from the same full retail price that the item was offered at a few weeks ago. I don't have any proof, but I seem to remember that the full retail price was approximately $957 or so, such that the price at 50% off was about $478. The current price at 80% off is $394, which means that they changed the full retail price to $1970, from the $957 of just a few weeks ago.

Business

Response:

Hello,

We apologize for the confusion. The 80% sale is a little different from our usual discounts. Usually we would list a discounted price and offer a coupon code for additional deductions, however the current sale has items already marked down. 80% off is valid on select area rugs and is

not valid on every item on the website. Those rugs which have been

discounted have had their prices changed to reflect the discount.

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 fully understand that businesses sometimes state the fully discounted price for an item during one promotion, but for a subsequent promotion, they may instead state the full retail price in addition to the discounted price. This does not resolve my complaint, however, which has to do with pricing fraud.

For item 200MTVS28A-8010 on RugsUSA, there have been three different promotions in the last month, one of which drastically altered the full retail price in order to promote a higher discount:

Full Retail Discount End Price to Consumer

1. August 2013: $939 50% off $469.50

2. Labor Day Week: Unstated* 80% off $394 (*Calculates to $1970)

3. Today: $983.56 60% off $393.42

As you can see from the above, the pricing for promotion #2 is highly misleading. The end price to the consumer is almost exactly the same for that week as it is today, yet the discounts promoted are very different, 80% off versus 60% off. The Unstated price for promotion #2 calculates to a full retail price of $1970 during that week, yet that price changed to less than half just one week later, confirmed today. It is fraudulent to alter the full retail price so drastically in order to mislead consumers with a higher discount. In reality, there really is no deeper discount.

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

Sincerely,

Review: I ordered a rug from RugsUSA in January. Due to some work being done on my house, I did not open the package until March *. At that time, I noticed that the rug was damaged; it is a [redacted] rug and a section of [redacted] is missing, causing the area to have a bald spot.

I called the company to request a refund or a different rug and was told that I was outside the return policy and my request would not be honored.

While I understand that policies are necessary, I am not at fault here. RugsUSA sold me a defective product and I'd like to return it.Desired Settlement: Based on how I was treated, I no longer want an exchange, but just want my money back. I am happy to return the rug, provided RugsUSA pays the shipping costs.

Consumer

Response:

At this time, I have not been contacted by RugsUSA.com regarding complaint ID [redacted].Sincerely,[redacted]

Review: I ordered a rug from this company that was represented as a certain color. They advertise several different views of said rug. Both a stock picture as well as images of the actual rug. The rug I received is a completely different color than advertised. The color I received is not even listed as available on their website. I have tried to get a refund (at their expense for shipping) to no avail. And no company representative has given any indication of whether they actually carry the color they advertised. I have sat on hold with their returns department on three separate occasions at no less than an hour each with no answer. They post a disclaimer that due to monitor calibration the colors may not be exact in order to cover their gross misadvertisement of their products. The color discrepancy is far more than a simple calibration issue.Desired Settlement: I would prefer receiving the rug I ordered.

Business

Response:

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.

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]

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

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

Sincerely,

Business

Response:

Hello, We are sorry that you feel this way about your shopping experience with us. The rugs are displayed with most accurate color possible. We understand there can be a difference between the monitor and the actual rug , therefore our return policy is in place where customer can return the rug for a full refund.

Review: I ordered a rug "ocean world" on november [redacted]. ON nov [redacted] I received a 'plush [redacted] rug, not what I ordered. I called Rugsusa and they sent [redacted] to pick it up. On december [redacted] I received the same incorrect rug a second time. I called rugs us and they sent [redacted] to pick it up. I called Rugsusa 4 times on different occasions requesting to talk with managers for help. I asked for an exchange for similar rug or refund. They said they would refund when they get the 'plush [redacted] rug back. I called rugsusa on dec [redacted] and they said they did not received the incorrect rug back and could not give credit. [redacted] picked up the rug and I have a tracking number; but they claim to have not received it. I have no rug from rugsusa. I have spent $252. They are refusing a refund now. They have had my money since november *.

The value was $252.

This is my first time filing such a complaint. I believe they are acting fraudulently.Desired Settlement: Immediate refund.

Business

Response:

Hello, Upon review of this order , I saw a return was initiated with two failed attempts. [redacted] was sent to the customers home on two separate occasions to pick up the rug with no luck. We have since then provided the customer with a return label ( please see attached). Once the rug is returned to our warehouse a full refund will be provided to the customer.

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 call Rugsusa again today and spoke with [redacted] and she said she was issuing a refund for the rug today. I would like to keep this complaint open until the refund shows up which she said would be approximately 3 days. For the record: The reply below is incorrect. The first [redacted] pick up was received by [redacted], left my property in the truck (I witnessed the pick up and got the tag) and returned 2 weeks later. RugsUSA had told me they would supply a return label and I did not need to. My guess is that they never did placed a return label on the wrong rug and therefore the rug got redirected right back to my house the second time. I do understand RugsUSA struggles with keeping track of their items evident in the shipping of the wrong rug in the first place. I will close the complaint once the refund posts. Thank you for your assistance. I am grateful that with the help of Revdex.com, they did the right thing. [redacted]

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

Sincerely,

Review: I purchased a rug through Rugs USA. It was delivered to my home 3/**/14 at 8:00 pm. On 3/**/14, I decided I wanted to return the rug and began the following process in order to get the rug returned within the 14-day window:

3/**/14 - Called customer service to initiate the return. No answer after holding 30 minutes.

3/**/14 - Requested a return through the proper online channels. The order number is [redacted].

3/**/14 - No return authorization received. Checked email and Spam filters. Called customer service 5 times, holding up to one hour before being disconnected by their system. I tried leaving a voice message, per the on-hold instructions, but the system DOES NOT work. I tried to use the Live Chat feature online to get a hold of a representative, but no one answered. I left an email explaining my need and asking for someone to reach out to me.

3/**/14 - Still no return authorization and no answer received to my email. I called customer service twice, waiting 30 minutes each call, but no one answered.

I do not want the rug that was shipped to me, as I do not feel it met the product description. I want to return the rug and receive my money back. I am trying to ship the rug so that it is received within the 14-day window, but Rugs USA is not making this possible. I am extremely frustrated!Desired Settlement: Rugs USA will send me the Return Authorization so that I may send this rug back. The company will also send me a free return shipping label as an apology for the time it has taken to resolve this issue (this is proper customer services). Rugs USA WILL MOST CERTAINLY honor the return and refund even if the rug is not received within 14 days, as it is Rugs USA's fault that the process has dragged on for several days more than necessary.

Business

Response:

Hello,

I have reviewed the order and saw the return authorization request was made on 3/**. The e-mail notification was sent on 3/** and 4/* in response to the customer's e-mail request. Once the item is returned to our warehouse a refund will be submitted in full.

Review: I placed an order on 2/* for a rug with the expectation that it would ship within 8-10 days. I emailed on the [redacted] to find out why the rug had not yet shipped and was told that someone would get back to me shortly. On the [redacted] I emailed to say that I had not gotten a status update and that if the rug did not ship that day, I wanted to return it and receive the refund. On the [redacted], I was finally contacted and told that the rug was on back order until 3/**. As I had already requested that the order be cancelled, I sent a redundant email on 2/** again requesting that the order be cancelled. I then received an email that the rug had shipped. Now, I am expected to take time out of my day and money out of my pocket to process and insure the return. I have emailed multiple times with no response; I have called and been placed on hold for upwards of 20&30 minutes; I have even reached out on [redacted] with no results.Desired Settlement: I do not want to have to be bothered with the returns process because I cancelled the order before it shipped. I want a full refund. The company policy is a refund within 15 days. Because I cancelled the order on [redacted], I think the 15 days should be calculated from that point.

Business

Response:

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.

Review: On July *, 2014 I placed an order for two rugs (a 5x8 and a 8x10 in the same pattern). I used a 70% off coupon code which brought the approximately $1,300 order down to approx $400. Before clicking submit I reviewed the order details and the total. once I clicked submit a confirmation popped up and it said my order was complete and it had charged my card $1,300. Since it was a holiday weekend there was no one in customer service to help me. I promptly called the next morning, spoke with [redacted] who was very nice, apologized and said my card would be refunded but it would take 5-7 days. I said that was no problem (thank god I hadn't used Debit) and hung up. I checked and about 6 days later the credit was issued.

I then received the rugs and not one but BOTH rugs were incorrect. I called customer service and spoke with [redacted]. She said before we could do anything I would have to take pictures of the rugs. I said I would and asked if they would be sending out the correct rugs once the pictures were received. She explained that once they received the pictures it would take 3-5 business days to get the return authorized, then they would need to get the rugs shipped back and at that point they would ship out the correct rugs. I thought that was crazy that I wasn't returning these b/c. they didn't match my curtains but because they had made and error. She said that was their policy. I asked to speak with a supervisor. She said that she would take my number and have a supervisor call me back within 48 hours. I said that was crazy that I wanted to speak with one now and asked their name. She wouldn't give me their name and said they have to call back. I pointed out that this is now the 2nd very large error they made with my order.

That night I took pictures of the rugs and the next morning July **, 2014. I called back and asked to speak with the initial CSR, [redacted] was once again very pleasant and promised to try to make this right. She put in all the tickets along withthe pictures and again said it would take 3-5 business days. I said that was crazy and she said hopefully it will be faster. I said that I may be willing to keep the one rug b/c. although nto the pattern I ordered it was the correct color and to make this easier if they discounted it enough I may be willing to avoid the return process. She said she would look into. I explained that the time and energy wasted on this process was unfair and no matter what the outcome of that particular rug that I was expecting some sort of compensationt to make this situation right. I also pointed out I had no way of wrapping these rugs, they were large and the plastic they were shipped in could not be put back. I asked if they would send me the shipping materials. she said she would look into it.

On July [redacted] I called and asked for a [redacted]. THey said one would have to call me back. I said I had been waiting over a week for a call back and hadn't gotten one that I needed resolution to an issue now. She again said she wouldn't be able to transfer me. we went back and for for 5 minutes before I asked for [redacted]. I waited on hold for about 20 minutes in order to speak with her. When I finally got her I refreshed her memory on my situation and she explained that she had still not heard back for the woman who processes returns. I explained that's unacceptable since it was now over the 5 day point and I still didn't have resolution. she said that she would email her and as soon as she heard back she would call me. this was at about 1pm EST in the afternoon. I made her promise that I would have resolution prior to 5pm when they closed and she said yes they would. I did not receive a call prior to 5pm. I wait until 1pm on Thursday, July [redacted] to once again reach out to customer service. I wait on hold for 20 mintues and then another 5 minutes to speak with [redacted]. She said she had good news that UPS would be picking up the rugs tomorrow. she said they didn't say anything about the discount to the rug so it looks like they just wanted it returned. I said that's fine but asked when the new rugs would be shipping. She said not until these were received. I explained that Rugs USA has had $400 of my dollars for 3 weeks and I have nothing. that each of these phone calls is my time and that they don't even care to make this right. That since this was there error this should have been prioritzed higher on their list. I asked if they were going to refund some of my money to compensate for my troubles and she said she would ask. I asked her if they were sending me shipping materials... she said no. I then read the email that basically says UPS will be at my house sometime on the [redacted]... no time window and that they don't recommend leaving the rugs outside as they are not responsible.

So RugsUSA expects that I let them keep my money, pay for packing/shipping materials to ship back the incorrect rugs they sent me, expects me to take a day off of work to wait for UPS and expects me to trust they will send me the correct rug when these rugs finally make it back to their warehouse? I order online all the time and have NEVER experienced anything like this.Desired Settlement: To make this right I would like a minimum of a 25% refund on my order and the two correct rugs or a 125% refund to my credit card and no replacement rugs. Had they shown an ounce of customer service through this process I would have been more understanding as I was when they initially charged my credit card incorrectly.

Business

Response:

Hello,

I reviewed the order and saw that this customer did receive mis shipped items. Our rugs do arrive from our manufacture already wrapped and labeled accordingly so this is not an uncommon mistake. The return has already been processed and ups will be going out to the customer's home today. Ups return tracking numbers for two rugs are [redacted] and [redacted].

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 still do not have the rugs I ordered and you have had my money since July [redacted]. I also have not received a call from management that I requested first over two weeks ago and then requested again last week. I want to discuss how this situation is going to be made right.

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

Sincerely,

Business

Response:

Hello,

When reviewing the order , it shows that both rugs were delivered to our warehouse today 7/**. A full refund has been submitted. Please allow your credit card company 3-5 business days to update and reflect the funds.

Review: I placed an order on 9/**/2013 and the product page said it would ship in 4-6 days. When I heard nothing from the company, I sent an email to which they are supposed to respond in 24 business hours according to their website. I sent another email after no response and still have not received an email. My husband has now called 3 times and each time has been told they will email us and still no response.Desired Settlement: I want an answer as to when the rug will ship and if the rug does not ship, I want a refund.

Business

Response:

Hello,

The customer's order could not be filled. We have provided the update the computer was showing a phantom 1 in our inventory , which allowed the order to be placed. The order is confirmed cancelled and a refund has been submitted.

Review: I purchased a rug runner and rug pad from Rugs USA.com on 7/*/13. I made this purchase using two gift cards (one American Express and one Vanilla Visa) and my debit card for the remaining balance. On 7/**/13, I received an email saying my order was cancelled without any reason why. Not until 7/**/13, did they finally told me it was because the runner was backordered and they automatically cancel orders (this was an email sent from the company.) That day, I emailed back immediately asking where my refund would go, since I paid on two gift cards & my debit card. On 7/**/13 I got an email saying my case was closed... Again I emailed back asking about my refund. My concern was that the two gift cards I used would be refunded and since I threw them out, I wouldn't get my refund. Again they closed the case. After several email & phone call attempts, I could not get anybody to help me. I spoke to somebody and told them to make sure the refund all went to my debit card. She noted it on the file, but the next day, 8/*/13, I got an email saying my refunds were on the way (to my gift cards). After 3 emails and 3 voice mails to the "[redacted]", [redacted], she assured me there was nothing they could do, but call the gift card companies and report my cards lost/stolen. After spending much time trying to do that, American Express could in fact send me a replacement card. Vanilla Visa refused, unless I had the full gift card number. Once again, [redacted] from Rugs USA could not help me. She said they did not have the full card # on file. During this, I also decided to return the rug pad, which I already received. The only thing [redacted] could do for me was refund the money for the rug pad and let me keep it. A small consolation, considering I do not need a rug pad! This was on 8/**/13 and I have yet to receive any refund from them. They claim that their finance department could not control where the refund went... how is this possible? On 8/**/13, I received an email saying my case was closed. I just want my full refund. This company is completely unprofessional & I have spent way too much time with this matter. I would appreciate your help.Desired Settlement: Rugs USA owes me $71.25. I would like it refunded to my debit card or a check sent to me. This price includes the refund [redacted] said I would receive for the rug pad, even though I could keep it.

Business

Response:

Hello,

For this order, the customer was able to place an order using two gift cards and her visa debit card. The balance after using the credit off of the gift cards went onto her visa card. Our system is not compatible with gift cards, however this customer registered her card linking it to her billing address which allowed our system to accept it. The warehouse updated the rug was unable to locate and we could not fill the order. The customer was informed she will be receiving a refund at which she made her request to have the amount go back onto her debit card versus the gift cards. We have informed the customer we could not process her request. The amounts went back on to the original form of payments. We have fulfilled our end in providing a refund for an order we can not fill. The customer has the rug pad in her possession. We advised she can keep the rug pad as compensation for the inconvenience. The amount $23.48 was all that was charged to the visa and $23.48 is all that we can refund to the card.

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:

This does not resolve my issue at all. First of all, I have not received any refund. Second of all, the refund should be the full amount, in my opinion, but they insist they cannot cover the gift cards so basically I am at a loss for that when it was not my fault. I also wanted to return the rug pad (since I paid for that and received it), but [redacted] said I could keep it and she would give me the refund anyway. If you add that ($25.99) and the original amount charged to my debit card ($23.48), I should be refunded $49.47, although it is still my opinion that Rugs USA should refund me the additional $25 for the Visa gift card that cannot be replaced because Rugs USA will not give me the full card number. Rugs USA has done nothing to resolve this matter. I was told on 8/** (10 days ago) that I would be refunded and have not been.

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

Sincerely,

Business

Response:

Hello,

Please find attached a copy of customer's refund check.

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 have 2 rugs that I want to return. I ordered the first and it was way off in color. I want to return it. They said they'd send me a return label. Never did. Ordered another one before I knew how bad return procedure is. I tried to cancel it a couple hours after I ordered it via email. They sent a standard reply email saying they are working on it I never heard back. I've tried to call several times they NEVER answer their phones. Have called many times only to hold for 30 min or more. They only give you so many days to return rug but you can't get through to anyone to get answers on return labels etc. I'm want my 1045.00 back. This company is a fraud. They said they sent a return label that I had to pay 26.00 for but never received it. I'm so angry and frustrated with this company. They should be shut down! So many complaints online!!!Desired Settlement: $1,045.00

Business

Response:

Hello, Please see below as the complaint is in regards to two orders, not just one. Order [redacted]: Customer has returned the rug on this order and has been refunded $576.00 for the item. They have also canceled the rug pad on this order and will receive a refund of $19.00 for that item, totaling a refund of $595.00. Please allow 1-7 business days for the refund to be posted. Order [redacted]: Customer has returned the 5x8 rug on order. The customer is being refunded $277.00. Please allow 1-7 business days for the refund to be posted.

Review: I ordered a rug in September, my first order having been cancelled by RugsUSA due to 3-5 mth backlog. About an hour after placing a replacement order, I realized I had entered the wrong size so immediately cancelled the order, but was told the order could not be cancelled even though it was within a 24 hr timeframe after placement. I refused the order on arrival, it was therefore unopened and undamaged. The cost of the rug was $213 but when the refund arrived on my credit card, I saw it was only for $159.75. When questioning this I was told it was a 25% restocking fee.... exhorbitant. There was no mention of this when I called. This is not the first time my orders have got messed up. A policy where an order simply cannot be cancelled even within a couple of hours, is unethical. This is not a reputable or competent company.... this is no way to treat customers.Desired Settlement: I would like to have the remaining $53.25 cents returned to my credit card as a full refund for an unopened, undamaged, returned order

Business

Response:

Hello,

The customer placed the order on 9/** and called us to cancel the order on 9/**. This rug is dropped shipped from the manufacture. The manufacture let us know the rug was already shipped and could not be cancelled. As per tracking number [redacted], the rug was already in ups's possession on 9/**. The customer refused delivery and incurred a 25% restocking fee. Please see attached our cancellation and refusal policy located on our website:

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]

This is not clear on the website. I read the cancellation policy and you have to go to FAQ to find this. A less than 24 hr cancellation policy is terrible Customer Service and I know no other companies who have this hostile policy. This is not a customer friendly company judging by reviews, plus their ordering is a mess.

Thank you

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

Sincerely,

Business

Response:

Hello,

We are sorry the customer feels that way about our policy, However everything is listed on our website. The policy has been an original policy with our company and many customer ablige.

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 am sorry but I don't understand their reply....what is ablige? Whatever it means, I really would like my full refund. That is not unreasonable under the circumstances.

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

Sincerely,

Review: I order an area rug. It was delivered on 9/*/13. I did not take the clear plastic wrap off the rug because I saw immediately that the plastic covering was torn on one end & the rug binding was frayed (from improper binding ) on that end. I called their customer service on 9/*/13 since I didn't see the rug until after their hours. I spoke with [redacted] in customer service. I emailed her a photo of the frayed area. On 9/*/13 I received an email from her saying the rug would be picked up by UPS between 9/*/13 & 9/**/13 for return. UPS came on 9/**/13 & the rug was returned. To date, I have not received my refund on my credit card. I received an email from [redacted] on 9/**/13 who wrote that it would take 5 to 7 days for the credit to be reissued to my card. I emailed her on 9/**/13 saying I have not received the refund yet. I received an email on 9/**/13 saying credit would be issued within 5 days. Still no refund.Desired Settlement: I would like my refund on my credit card ASAP. I feel that the company is stalling.

Consumer

Response:

My issue has been resolved as of this am. The refund was finally posted to my credit card. I am now satisfied.

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 bought a 8x10 rug that is excessively shedding and an obvious defect in the manufacturing of the item. I bought the item on 6/** and received the item on 6/** so I initiated the return under the 30-day policy. When I contacted Rugs USA to process the return they denied it. This is a fraudulent practice and I am so disappointed. I emailed them about the defect and called them and nobody is helping me. I would like to return the rug and receive a refund.Desired Settlement: I would like to return the rug and receive a refund.

Business

Response:

Hello,

I reviewed the order and saw the customer purchased a rug that was 100% wool. Shedding is that natural characteristic of wool. The customer received the rug on 6/** ( [redacted]) and the return time frame on this rug is 14 days from delivery date. The customer requested a return on 7/** at which the return is no longer allowed. We apologize for the inconvenience , however the customer is outside of the return time frame.

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 was sold a defective item and the business is not issuing a refund/replacement. This is a fraudulent business practice.]

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

Sincerely,

Business

Response:

Hello,

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

"Return Policy :Returns Accepted Within 14 Days of Delivery"

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 item is defective. If you don't accept a return you are operating a fraudulent business. You can't sell people defective and broken items. That's fraud. This business should be investigated for fraudulent business practices.]

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

Sincerely,

Review: The picture on the Rugs-USA web site in no way resembled the actual rug that was sent to me.

Twice I sent them pictures from their website as well a picture of the label and a picture taken through the packaging of the actual rug that was delivered. Twice they came back saying that the rug that was sent was the rug I ordered. I explained that I was not disputing that the label on the rug that was sent to me matched the item I ordered. MY COMPLAINT WAS THAT THE PICTURE ON THEIR WEB SITE IN NO WAY RESEMBLED THE RUG THAT WAS SENT. I asked to speak to a supervisor and was transferred to a voice mail. I have not received any call back from a supervisor. Having been given a return authorization number, I finally sent the rug back at my expense.Desired Settlement: A refund of the $155.00 I paid for the rug, as well as the $80.16 for the cost of the shipping to return the rug to them.

Consumer

Response:

Yesterday, I was informed by Rugs-USA.com that I should receive a credit for the $155.00 for the rug I returned in 3-7 days and in up to 3 weeks a check for $80.16 I paid for the return shipping costs. 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 submitted an order to Rugs USA on May [redacted]. The website states that the item will ship in 14-16 days. The status of my order still says "Your order has now been processed and will be shipping shortly. You will receive an email with tracking information once it has shipped. Additionally you may check back here for your tracking information." Rugs USA charged my credit card immediately however my rug still has not shipped. Without an explanation, this seems a bit outrageous to me. I have tried to contact them twice but no response.Desired Settlement: I would like my rug, or my money back with an explanation of what happened.

Business

Response:

The item is currently on backorder until 6/**. We apologize for the inconvenience this has caused. If you would like to cancel the order, please feel free to contact us directly.

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 from RUGS USA on july * 2014. The price of the rug was $502, and it was 70% off. I believe the discount code was [redacted]. I got to the site through an e-mail they sent to me (one of several) advertising 70-80% off [redacted] of July Rug Sale. You can click on the option to see only the rugs that are 80% off or 70% off. I did not find one I liked that was 80% off, so I chose the 70% off items to choose from and decided on a 6 X 9 Rug. I remember the discounted price came to $150 and I placed my order. Rug arrived shortly after.

r

When I received my credit card bill on 7/** I noticed that I was charged $214 for the rug. I only received 60% off instead of 70% off. I called the company on Saturday and was told I needed to call back on Monday when Customer Service was open. I called Monday morning, and was told they could not give me the $50 refund reflecting the additional 10% off. I asked to speak to supervisor. She said she already discussed with supervisor. She then said I had missed the 14 day cutoff for returned and if I had called four days earlier, they could've refunded the overcharge, but too late now. This makes no sense-- I'm not returning the rug, just asking that they honor the advertised price. They advised they would have to e-mail the supervisor and they would call me within 48 hours. I did not hear back so I sent an e-mail through the web site. Received reply basically stating-- checked again-- our answer is no. Requested that a supervisor call me. .... Did not receive a phone call, just another e-mail stating that the rug was 60% off, not 70% off. and they will not be refunding my $50. THIS IS NOT TRUE!!!! I shopped only the 70% off rugs through the link on the website. If you look at the website today, it says something about sale being extended-- and there's my rug-- 70% off. I KNOW that the rug was 70% off. It calculated the discount for me. I e-mailed my husband to tell him the final price came to $150. I do not know at what point I was only given 60% off.

I can forward the e-mails I received from them about the [redacted] of july sale ending on july *, advertising the 70 and 80% off rugs. I accessed the sale through the e-mail and entered the 70% off code.

It is infuriating that they will not honor their advertised price. I feel cheated and am absolutely shocked that a company would do this. I am not asking to return the rug. I am only asking that they honor their advertised price and refund my $50.

My order number [redacted] item-- Natural Jute Rug 6 x 9 Item number 2000 [redacted]Desired Settlement: I would like the company to honor the 70% off price that was advertised. This rug was NOT 60% off. It was 70% off. I would like a refund of the additional $50 that I was charged.

Business

Response:

Hello,

I reviewed order number [redacted] and saw that it was placed on 7/*. Item number 200ON01A-609 was not advertised for 70% discount at the time of purchase. The customer used coupon code [redacted] which is a 60% discount off the advertised total. The customer does not qualify for an adjustment and is outside of 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:

[Your Answer Here]

I was specifically shopping only the rugs that were 70% off. A pop-up kept popping up saying if you purchasedi in the next so many minutes, you will receive 60% off your order. I kept closing it because I would get 70% off by using code [redacted]-- so why would I want 60% off instead????

. I would not have purchased the rug if only getting 60% off. Which is why I kept closing the pop-up offering me 60%. Maybe there was some glitch that did not accept my [redacted] code --- OR-- MAYBE it AUTOMATICALLY REVERTS TO 60% off because I made my purchase within the time period stated and didn't wait until that time period expired before making my purchase with the [redacted] code. -- That is really deceptive and fraudulent.

SO--- it seems like that could be the explanation. The pop-up with the 60% keeps popping up-- and if you happen to make your purchase within the stated time period (even if you closed the pop-up)--- it TAKES AWAY any additional discounts you THOUGHT YOU WERE GETTING. AND GIVES YOU THE SMALLER DISCOUNT. I NEVER ENTERED A COUPON CODE FOR 60% OFF. VERY VERY DECEPTIVE PRACTICES.

Sorry- not satisfied. EVerytime I receive a response, I get a different explanation as to why my money will not be refunded--- this is the third explanation I've received. I want the 70% off that I thought I was getting--- a refund of $50. thank you.

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

Sincerely,

Business

Response:

Hello,

Unfortunately, there is not anything we can do for the customer at this time. As stated previously the item was not on sale at the time of purchase and the customer can not receive an adjustment and is outside of out 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:

Unbelievable. What a scam. Their information is incorrect, or they are lying. The item absolutely was offered for sale at 70% off. I entered coupon code [redacted]. The 60% off pop-up kept flashing on the screen. Even though I closed it, it appears that if you purchase the item after that thing flashes on the screen-- they will take away the discount you thought you were getting and only give you 60%.

Scammers.

WORST CUSTOMER SERVICE OF ANY COMPANY I HAVE EVER DEALT WITH!! Dishonest beyond belief.

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

Sincerely,

Review: I ordered a new rug. It came and was significantly different in colour than what the pic shows on their website. Here is the link [redacted] The rug came with turquoise strands, dark orange strands, hay, stains everywhere and a gloopy, waxy substance along one edge. It can only be described as similar to ear wax. Disgusting. They've ignored my emails. I've waited on the phone for more than 2 hours on hold waiting for someone to answer. I paid for the long distance phone calls because their website does not show a 1-800#. They claimed they only got a couple of my emails and conveniently did not get the ones with important information in them. They claimed I got the rug I ordered. I did not order an obviously used rug. I have asked, in writing, several times for a return authorization number and they have ignored my requests. I have asked for this before the return period has expired too. Terrible customer service! Unbelievably terrible! NEVER BUY FROM THESE PPL!Desired Settlement: Full refund plus rugsusa pays for return shipping.

Business

Response:

Hello, We apologize for any difficulty and frustration experienced with your purchased and subsequent interaction with customer service. Attached is a return shipping label to return your product to our warehouse at no charge. Once the item has been returned to our warehouse, a full refund of the purchase price will be issued. If we can be of further assistance on this matter, please reach out to us.

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 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,

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.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,

Business

Response:

The customer has already been emailed a free return label which they used to return their item. The account has already been refunded in full. There is no further action we can take at this time.

Review: Hello,

I placed an order with Rugs USA on March **, 2014. When the rug arrived, the color was different than online, so I wanted to exchange it for a different option. I called the number listed on the website 3 times, with no answer. Each time I sat on hold for upwards of 30 minutes prior to giving up. I emailed them, where they promise to respond within 24 hours, but I never received a response. I finally was able to speak to a customer service representative on my 4th attempt to initiate my return.

It is now April **, 2014, and I still have not received my refund. The problem here is I used a [redacted] (plus additional funds) for my initial purchase. I am expecting a store credit refund because of this, however, they won't initiate the refund or tell me how I could apply my store credit.

I have asked to speak to a supervisor, where they told me she'd call me back, that was last Thursday.

This company is a horrific example of an American organization. They make it near impossible to do business with, and seem to have little concern over dissatisfied customers. If I treated my customers the way they have treated me, I can assure you I would have no customers.

Business

Response:

Hello,

I reviewed the order and saw a new the customer used a voucher and returned a rug valued at $52. A new voucher for $52 was issued since 4/**. The code is [redacted] and can be used towards a new purchase. As of 4/** a second e-mail was sent to notify the customer.

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 ordered items 200JAPD1A-48076 (brown) - Comfort Grip Rug Pad ($39.99) and D1373Q05700200-508 (goldenrod) - Shaggy ($115.00) on Saturday March [redacted] at around 12pm. Later that night, around 8pm I tried to cancel the order as I no longer needed the items. My credit card was charged $154.99 as soon as I submitted my order on Saturday. The website showed that both items were in the process of being returned as of Sunday afternoon. On Monday morning, I received an email saying that my order was still processing. I immediately called customer service and spoke with [redacted]. She told me that she was able to cancel the pad and begin the refund, however the rug was being issued from a vendor and she would have to call over to have it cancelled. She said that she would call that distributor, have the rug cancelled and send me a confirmation of the cancel within 24 hours and also notify me by phone. Two days went by and I never received an email, however I did receive the rug. I called customer service and they told me to buy an approximately $55.00 return label from their website and send the rug back so they can issue a refund. My problem is that I cancelled the order (which showed on the account) and never wanted the item shipped. So now they are going to charge me money to ship the rug back when I advised them not to send it in the first place.

Customer service will not call me back and will not allow me to speak to a [redacted]. I am in limbo. Please help.Desired Settlement: A refund for the order and a free shipping label since the error was on their end.

Business

Response:

Hello,

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

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:

Rugs USA never told us that they would waive the fee- they said they would charge us 50% of the shipping costs. I have an email stating that they will not waive the shipping fee at 100%. I shipped the rug last week and have not received my refund yet, so I cannot confirm that we were refunded 100% of our purchase price and considering the last person we were working told us they wouldn't do that- I won't believe it until our refund comes.

They sent us the shipping label, but we are worried they will take the shipping costs out of our refund.

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

Sincerely,

Business

Response:

Hello,

I reviewed the order and saw the label e-mailed was used. The rug was received on Monday 4/**. The full refund for the rug of $115 was put back onto the customer's credit card as of today. The credit card company usually takes a few days to update and reflect the funds. In some instances, they can take up to one billing cycle.

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,