RugsUSA.com

Review: We ordered a rug on sale for our new home. The rug showed up and was the wrong color and a cheap material. It looked old and dirty. We sent the rug back and had to pay another $56 in shopping cost.Desired Settlement: I would like to get my money back for the shipping cost.

Business

Response:

Hello, We received no notification that the item received was incorrect. In cases of buyers remorse return shipping is at the cost of the customer. We will not be able to refund the customer for the return shipping. Once the item is returned to our warehouse, the purchase price will be refunded in full.

Review: We purchased a [redacted] rug from RugsUSA.com and it says it can shed for up to three months. What it doesn't tell is the amount of shed, it could be hazardous to your health, it could be harmful to infants and you will have to sweep or vacuum more than once a day. We initially purchased this rug to sit our son on, and we can't because this rug sheds clumps that could choke our son. When I called to return the rug twice within their 14 day window, they told me it would stop shedding in two weeks, so I would wait until outside the return window and had no choice but to keep this rug. When I called to complain that the shedding is actually getting worse, they told me tough, I missed the 14 day return and even though their staff told me to wait, I had the choice to return it at any time within the window. They never told me the shedding would get worse or was a choking hazard! Rugsusa.com has a place to review and I've already tried to submit a review warning others of the choking hazard. I tried 3 times to submit a review and all were a negative review , NONE appear on their site. They only post positive reviews that mislead me to believe this rug would not be hazardous.Desired Settlement: I will have to throw this rug away. it's either defective or they're selling a defective product. I would like the money I paid for this rug back. My son has put clumps of the "shed" in his mouth and it's a choking hazard. Rugsusa. com's customer service team are deceptive and tries to convince their customers to keep the rug outside the return window, so when people call to complain they tell them they have no choice. They have missed the window to return their product.

Business

Response:

The item was delivered to the customer on 6/*/2015, because of this we are not able to accept the return of this item. This particular item has a notation on the product page indicating: "Vacuum regularly as new wool rugs can shed yarn fibers for up to three months" in addition to that we also list "Returns accepted within 14 days of delivery". The product page can be viewed here: http://www.rugsusa.com/rugsusa/rugs/rugs-usa-shag/natural/200SPRE14A-508.html.Al...⇄ wool rugs will shed excess fibers and each customer can determine within the 14 day return policy if this is something that will not work for them. They can return the item for a full refund during this time. After the return policy has expired, we cannot accept a return.

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:

There was NO indication that the shed could cumulate and become a choking hazard for infants or small animals! I submitted several negative reviews on this carpet and none were posted. Thus the reviews approved by RugsUSA are only positive reviews that may not be from credible customers, this misleads customers into believing this is a quality product. Shedding becomes worse after vacuuming or light sweeping. Each time I tried to return within the time period the customer service representative advised me to try sweeping, vaccuming, and taking the rug to be shaken outside. Each time I got a longer and longer duration of time on when to expect the shedding to stop. The first time only two weeks, then a month then 6months. This rug is poor quality product that is a hazard to infants and small children! No, where does the site say choking hazard! Either the product is defective or your selling a hazardous product. Regardless, this rug is made by RUGSUSA.com, or represented as such. The company misrepresented their product and does NOT warn consumers about the hazards this product presents.

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

Sincerely,

Business

Response:

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

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:

My request was not met, I will thus begin to further pursue a class action suit or lawsuit against Rugsusa.com. Rugsusa.com does NOT have a choking hazard warning for consumers and their customer service representatives gave me misleading information.

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

Sincerely,

Review: I purchased a rug I was so ecstatic about on August **, and the rug took longer than expected to come in (received 09/**/14). When I received the rug, it was not at all the color that was described on the website. It is portrayed as a cream/white color, and the color of the actual rug is yellow/brown. It is not even kind of similar to justify keeping. The website 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." Because the disclosure stated that compared to your computer screen the color may vary, I viewed this rug on my phone, my work computer, my home computer, my ipad & my parents computer. Since the disclosure states that coloring can vary by computer monitor, I believed to have covered my tracks. When I received the rug, this was not the case. It wasn't the computer monitors as the disclosure stated, it was the actual picture of the rug the website was portraying. The saturation in pictures of the rug on the website have been toned down. I know this now, after receiving the rug, because I work in [redacted]. I was mislead by RugsUSA to measure variations inaccurately from the manufacturer. So, I requested a Return Authorization, which I received the next day, through automated email. The only issue with the return is that it prompted me to buy a $50 shipping label. I spent $104 on the rug, so having to purchase a shipping label due to the company misleading me was not in the question. I sent in an email (below), and got an automated message that said there would be someone getting in touch with me within 24 hours. I gave it seven days before I called (I never got a response from the email I sent). From the phone call conversation I had with [redacted], they put in a request for me to get the shipping label waived, and said they would get back to me by Friday (this was Tuesday). I got an email on SATURDAY saying, "The claims department has reviewed your claim. Unfortunately, they have found you received the correct item. However, they are willing to offer you a discounted return label of $25.66, If you would like to take advantage of this discounted return label, please let us know as soon as possible. Thank you." The problem I am having now with the company is that they are saying, because I received the "correct rug that I ordered," they are not willing to waive the shipping cost to get my full refund. I would just like a full refund, and I can't do this if I have to pay a $25 shipping label. They are not taking responsibility for misleading me to purchase their rug based on their inaccuracy disclosure. I tried getting in touch with the Return Department from RugsUSA, and the only way to contact them was through email. There is no one I can speak to that I can get anywhere with. I am at a loss of what to do at this point, and told them I would contact the Revdex.com, but they didn't seem too concerned. I am just very unhappy with the customer service I got; no one returned my email, no one I can speak to, I can only put in a request, and they won't take responsibility.

ORDER#: [redacted]

CASE#: [redacted]

The Contact Customer Care is unavailable and not working right now, so

I have to re-write this email.

I purchased the Black Santa Ana rug on August [redacted] and couldn't wait

to get it in the mail. It took about two weeks and in the mean time, I

told everyone I knew about how great of a deal I got from Rugs USA and

have since started shopping for my own clients on here. When it came

in, I was shocked at what I saw. It was the same pattern as was

described, but the "cream" color from the picture was now yellow. I

saw the warning on the website about the computers images and you do

your best to represent the item as described, but these are two

completely different colors I am seeing. As a designer, I know this is

not close to the color from the website. Whoever did these pictures on

your website definitely turned down the saturation and mislead me to

spend $104 on a rug that I can't use. Now, I did make a return

authorization request and got a verification on that today. I am

seeing that the charge for the shipping label is $49. So the reason I

am so upset over this is because I am going to have to pay $55 for

something that was not my mistake? I am beside myself. I cannot be

left responsible for this charge, as I do everything in my power and

control to make sure things run as smooth as they can.

I have attached two pictures showing the difference from online to reality.

Re: REFUND

Rugs USA Inc. | Sep **, 2014 03:31PM EDT

Thank you for submitting your request. We have received your request and are working on responding to you as soon as possible. Please note, our office are open Monday - Friday from 9am to 5pm. Message sent during off hours will be answered the next business day. If you have any additional information to add to this case, please reply to this email.Desired Settlement: I would like my shipping label fee to be waived so I can send this yellow rug back to get my full refund.

Business

Response:

Hello,

I reviewed the order and the customer is responsible for return shipping. We have informed her within the allotted time frame of returning the item that she must return the rug to our warehouse in order to receive a refund on the item. The customer provided us with a photo of the rug which shows she has received the correct rug. We went as far as offering a discounted return label under our ups account for $25.66. Our return policy is listed on our website under "return policy" , "frequently asked questions" and reiterated when the return authorization e-mail is sent to the customers. We have attached the photo the customer submitted as well as our website. This does not constitute for a free return. If the customer does not comply with the return policy there is nothing else we can do and once outside of the allotted time frame , the rug will not be accepted back.

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 did not receive the level of quality customer service expected in a business. They were difficult to get in contact with and there was never anyone who I spoke with that could do anything about the situation. They didn't follow up with me and I had to chase them. I will no longer purchase from this company or encourage anyone to purchase from this company.

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

Sincerely,

Business

Response:

Hello,

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

Review: I ordered a rug from RugsUSA on April **, 2014. The rug finally arrived on May **, 2014, but it was damaged. I sent an email to RugsUSA including a picture of the damage. They emailed me back and said that they would send UPS to pick up the rug for return. UPS Freight finally arrived on June *, 2014 and picked up the rug. For the next month and a half, I emailed RugsUSA asking about the status of my refund, and they kept responding that my claim was still pending. Then two days ago, they said my claim had been denied. So they kept my money and the rug. Their return policy clearly states that they will refund the cost of damaged products. The rug was damaged, and I returned it. But they did not honor their own policy and essentially stole my money. Since this happened, I searched online and can see that many people have posted similar complaints about this company.Desired Settlement: RugsUSA should refund my account for the full cost of the rug.

Business

Response:

Hello,

I have reviewed and collaborated with our claim department to get this issued resolved. We apologize for the delay, however we had to file a claim with our carrier and wait for the outcome. We have received the information needed to submit a refund. Please allow 3-5 business days for your credit card to update and reflect the funds.

Review: I purchased three rugs from RUGS USA and all three arrived at my house damaged, or stained. I returned two of them over 6 weeks ago and still have not received my refund. The third rug was supposed to be picked up by UPS but UPS never came and I have STILL not received my refund. I am owed almost $400 dollars.

I have called RUGS USA well over 10-15 times, and I have also emailed them upwards of 20 times in an attempt to get the issue resolved. Every time I do, they simply say they are working on it. Also, every time I call the hold / wait time is almost 20 minutes, and often no one answers at all.Desired Settlement: RUGS USA needs to provide me with a FULL refund for the three rugs that I returned that arrived damaged.

Business

Response:

Hello,

I reviewed the order and saw 2 out of the 3 rugs were damaged in transit. We filed a claim with our carrier and issued a courtesy return for the 3rd rug. As of 4/* the funds should have posted to the customers account. The total refund is in the amount of $372.30.

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:

2 of the rugs that were damaged and returned, I DID receive a refund for in the amount of $241.50. However, a third rug that I purchased was also damaged, there was a huge stain the rug when I took it out of the package. I sent Rugs USA photos that I took of the stain. I was told by their customer service rep [redacted] on 3/** to re-package the rug and put the following SKU ([redacted]) on the outside of the rug, they told me UPS would come on the [redacted] to pick it up. I did just as I was instructed. It is now 4/* and the rug still has not been picked up by UPS despite many emails to RUGS USA telling them that.

So - I was NOT refunded all that I am owed, I was only refunded $241.50. I still need to be refunded $130 for the third damaged rug.

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 that a return was initiated and the 3rd rug was received back via ups tracking [redacted]. A refund of $130.80 posted to the customer's account on 4/*.

Review: My friend, [redacted], ([redacted]) ordered the set of rugs from Rugs USA; to clarify the issue one more time, please find the following information and attachments:

1. On ** November 2013, we have ordered the set of 3 Scrolling Vines rugs (two (2) small rugs (200ACR6BRN-36056 [brown] - Scrolling Vines, 3'6x5'6 and one round 200ACR6BRN-606R [brown] - Scrolling Vines) in one order #[redacted] and paid for the set $200.74 in total but not separately for two (2) small Scrolling Vines rugs and one round.

2. In approximately 2 weeks (around ** December) we received one round rug.

3. On ** December, I have called to Rugsusa Company to report regarding the missing rugs. As I was informed that time the Rugsusa Company requested UPS to deliver only one package and return 2 other; no reason were explained to us.

4. The Rugsusa associate created the new order #[redacted] to send us two missing rugs as soon as possible, as she told from one of the depot in NJ.

5. On ** December we have received only one small rug (instead of two). By delivery, we realized that the pattern and color of round rug differs from the pattern and color of square of smaller size (scrolling-vines) while we ordered a set of 3 of similar pattern - scrolling-vines as the square rug received. The second small rug we received only in 2 days.

6. On ** December, I have called to Rugsusa Company to report that the round rug is of a wrong color and is deferent in color from the 2 other items of the set. The associate (name [redacted], email [redacted]) requested to send the photos of the rugs and requested UPS to pick up the wrong rug for replacement.

7. The UPS picked up the round rug on ** December 2013 and the new order #[redacted] was created on ** December starting from that day we have been waiting for replacement rug until we received it on ** January 2014 (more than one month).

8. On ** January, I called to report that we again received the different from ordered rug and send the email with photos as requested; the email was resend on 30 January since you have not received the on dated on ** January.

9. On ** January, I was informed that there is the decision of the Rugsusa Company that one round rug may be refunded while the others are passed the return policy date and could not be returned. After we refused to accept this option and to stay with incomplete set the company stopped to answer my emails and ignored our phone request. I have also sent the complain through the Rugsusa website (no reply at all).

We are not satisfied with incomplete set (round rug missing) since we have ordered the set of three rugs and we do not need two other rugs because we are looking for other options.

Reference information provided below, please note that:

- this is not our fault that we did not received the whole set;

- Rugsusa send us the first order separately, creating the new orders and delaying delivery;

- The round rug was send us twice and both times it differs from the two small rugs;

- the Rugsusa Company was not able to deliver our order as requested on ** November 2013; hence we are waiting for our order 3rd month.

- it took a lot of my personal efforts and time to call and send emails to Rugsusa, while resolving the issue.Desired Settlement: Given that we are requesting to refund us the set of 3 rugs (one round and two square) as ordered on ** November 2013 as per order #[redacted].

Business

Response:

Hello,

The customer's original order [redacted] , was placed on 11/**/13 for two 3x5 rugs and one 6' Round rug in the color brown. For the two smaller 3x5's, The two original tracking states the customer refused delivery: [redacted] / [redacted] :

Review: I've purchased a 6'x9' rug from rugs.com on sale at 25%. My order number is [redacted]. The company billed my credit card in full, and promised shipment of the product in 3-5 business days. I emailed Customer service on March * inquiring on status, and received no response. After still not receiving my item on March *, my account at rugs.com is still showing status as "order approved and pending shipment". So I called the company this morning: I am told that the item is "out of stock" until April * and therefore they've decided to cancel my order. They have also said that my credit card will be refunded for the amount. I requested not to cancel the order, but to hold the order until the item becomes available. They said that "a hold" is not possible, since "the rug is shipped from an external vendor" and April * estimated ship date they have just stated, may actually prolong till May. I explained that I am willing to wait as long as it takes, and would still like them to hold my order and ship the item when it becomes available. The sales person ("[redacted]") said that was not an option. Meanwhile, company website, [redacted], is still showing the item as available, but now at a higher price: $2,268 . I've been looking at this item since placing the order on Feb ** because I have been considering additional sizes: the item has never showed as "out of stock" in the given period. If the item was really out of stock, the vendor would not advertised it as available on their website, + at a raised price.

I have every reason to believe that the vendor is dishonest, and that they have cancelled my order not because the item is truly out of stock, but because they do not want to honor the price paid: $1,815 with 25%=$1,361.25 total (the new price they are advertising the item as available for sale today is $2,268). I am sure that, if I was to order the same rug today at the new price, the company would deliver.

Unfortunately, I came across customers' postings about similar experiences with rugs.com at [redacted]. I am wondering why this company is still allowed to handle the business so poorly.

Thank youDesired Settlement: I would like the company to deliver the rug at the original price I paid: $1,361.25.

Business

Response:

Hello,

The customer purchased her order on 2/**. This rug drop ships from the manufacture to our customer. During processing the manufacture let us know they do not have this rug in stock. We updated the customer of the back order date being 4/*. Due to the extended b/o we do not keep the order open and have charged at the point of sale. We advised it needs to be cancelled and refunded. We also would honor the [redacted] discount on a new order once the rug returns into stock.

Review: I purchased a [redacted] (silver) - HAC16 Trellis rug from rugsusa.com on 1/**/14 (Order #[redacted]). I paid $443.00 and it arrived 2/**/05. Not only is it defective but the company has refused to honor their return policy.

The rug has a snow-white background. Unfortunately, 1/4 of the rug has water damage that has colored the background a dirty yellow. There are numerous quarter-sized (or larger) rust stains on the carpet, a few of which are compressed into the rug. Additionally, the carpet is horribly stretched. When laid flat on the ground, the rug is 4 inches wider at the top than at the bottom - the difference is not subtle. On one 9 foot side, in the middle of the rug, the cut shifts outward abruptly so it appears the border suddenly continues at a 30 degree angle from where it started.

The following day, I emailed customer service via the company website describing the defect. I attached a picture of the rust stains as only one picture was allowed. The website states I will receive an answer to my complaint within 24 hours - I have not received a response to date. (Request #[redacted])

On Saturday, February [redacted], I called customer service and was on hold for 40 minutes before I had to end the call. I work Saturdays and had to call during lunch.

On Monday, February [redacted], I called customer service and spoke with "[redacted]". [redacted] initially denied I had emailed customer service but later confirmed it when I provided the email confirmation number. I emailed her 3 additional pictures that afternoon along with a return explanation describing the defects that she promised she would forward to the Returns Department. She told me to it could take 3-5 business days for the return request to be processed. To date, 9 business days later, I have not hear back.

I emailed [redacted] back on February [redacted] for a status check and the email address she provided was no longer working. I wrote a negative review on the rusgusa.com that was not posted.

I called customer a third time on the [redacted] and spoke with "[redacted]". She also denied seeing my initial website customer service request until I provided the confirmation number. She verified that [redacted] was no longer with the company but that a request had been forwarded to the Returns Department before she left. [redacted] did not know what the problem was but her [redacted] was the phone at the time and would get back to me. She refused to give me a timeline for a response. Two days later, I have not heard back from the Returns Department.

I have had this defective product in my home for almost a month. I contacted the company one day after delivery and have made FIVE attempts to get RUGSUSA.COM to take back their product and issue me a refund.

$443.00 is a large amount of money to throw away, must less for a useless product. RUGUSA.COM is quick to take the money but won't stand by their word.

I am an attorney in New York State and if this is not resolved, my next step is legal action.Desired Settlement: I want a full cash refund within one week, on the credit card used for the purchase or a check sent to the address used on the order, with a confirmation that a check is being mailed out. I want the defective rug to be picked up from my residence at no cost within one week. The pickup must be arranged according to my schedule so I do not have to take time off of work or have anyone do so, in order to let the delivery person in.

Business

Response:

Hello,

I reviewed your order and saw the rug was delivered on 2/**. On 2/** the customer contacted customer service rep. [redacted] stating the item was damaged in transit. We requested photos of this rug and received them for review. The returns department determined a claim is valid and a return label was issued, The customer was sent a return label with tracking number [redacted] to return the rug at no cost to them. Once the item is returned to our warehouse a full refund will be submitted back to the customer's original form of payment. A replacement is possible as long as the rug is in stock.

Review: I placed and order on 2/** on RUGS USA.com I received a shipment notification on 2/**. The shipment has not been picked up by the carrier since then. I have tried contacting Rugs USA 5 times and have been told that my shipment would be dispatched within 48hrs. It never is. I wouldn't be so concerned about the rug's arrival had I been told an accurate ship time,received a delay message or not been repeatedly lied to on it's delivery.Desired Settlement: I'd like product I paid for.

Business

Response:

Hello,

We updated the customer with tracking on 2/[redacted], however ups did not update the tracking with shipping progress. Once we discovered the tracking was not working we filed a claim with our carrier and shipped a replacement rug. The new tracking number is [redacted] which shows delivered today 3/* at 11am.

Review: My husband and I ordered a rug and rug pad online on March **. It said it took 8-10 days (not business days) to ship the products. We received the rug pad within 10 days or so, but have yet to receive the rug, even though they've already charged our account for the purchase. If we track the order status on the rugs usa website, it says "all items shipped", but if we click on the individual tracking number for the rug--it says there's no shipping information available. I chatted online with a cust. service rep about this a week ago ([redacted]) and she said the rug was never shipped, but a shipping label was created. She said it was definitely past the time frame for when we should've received our rug and she would contact the warehouse for an update, and email me. That was in the morning, and the day went by with no word from her. The next morning, I chatted on the live chat with "[redacted]" and she gave me the same run-down, and said she'd also contact the warehouse and it usually takes 48 hours for a response. I waited a couple of days, (by now it's been almost 3 wks since we placed our order) and not only have we yet to get our "warehouse update", but now my attempts to utilize the live chat aren't working--I'll type my question and it'll shut the window down and say the chat is currently turned off. Convenient. I've sent them about 3-4 messages since saying if I don't get an update asap that my rug is on it's way to me, I'm filing the Revdex.com complaint--and they have yet to respond.Desired Settlement: I want my rug yesterday, and I want the $164 that they've already charged for the rug 22 days ago returned to my card. This has been horrible customer service!

Business

Response:

Hello,

I reviewed the order and saw that the customer contacted us for shipping status. The website states the rug takes 11-14 days to process before leaving our warehouse. The customer has been updated, the last piece was located , however it was not in selling condition. Since we can not fill the order it was cancelled and a refund was submitted. We apologize for the inconvenience and advise the customer take advantage of the 80% Easter sale that has been extended 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:

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

Sincerely,

Business

Response:

Hello,

I reviewed the order and saw the request was put through to a manager for a return of the rug pad. However, we would like the cusotmer to keep the rug pad at no cost for the inconvenience. As of today,a refund of $39.99 has been submitted back to the customers credit card.

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. We appreciate Rugs, USA listening to our requests that the rug pad issue be addressed and refunded, seeing as how we had no rug to use with it.

Sincerely,

Review: I ordered 4 rugs from this company on 10/**/13. I received email notification that my order had shipped and was complete. However, I received only ONE of the 4 rugs on 10/**/13. I immediately called the company to report this issue and they told me they'd have to contact the warehouse, but I could expect some response in 24-72 hours. I submitted an email through their website 4 days later, and received no response. I finally called back today and was told that they were unable to get hold of the [redacted] and that the warehouse is in the process of "moving/updating inventory". During all of these interactions, I was told that I have no recourse but to just wait. I cannot get expedited shipping on the other three rugs IF they find them, I cannot receive even a partial refund while I wait, and cancelling my order would require going through these same backed up channels (ie. it would do me no good). This is completely unprofessional and unacceptable. I am forced to take the issue up with my own credit card company.Desired Settlement: I want information about my order, and I want the order fulfillment to be expedited immediately. If that cannot be done, I want free return shipping on the rug I did receive and an immediate refund.

Business

Response:

Hello,

We apologize for the delay. The issue was forward to our warehouse. Three rugs shipped via tracking numbers : showing shipping progress.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have received the rugs and they appear to be correct. I still do not understand why this was only possible after Revdex.com's involvement, and will not purchase from RugsUSA again. However, I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Rug and pad was ordered on March *,2015. Money was taken from account on March *,2015. March [redacted] I received and email that order was cancelled. March [redacted] called customer service and was told that pad was shipped and rug was cancelled. Had no answer as to why they would ship pad without rug.

Was then told that I would probably receive my money back in 7 to 10 days after accounting had authorized. So effectively they had my money for two weeks and paid no interest.

Wanted to speak to manager, was put on hold for 15 minutes and then disconnected.Desired Settlement: Refund-Credit Card Credit

Business

Response:

Hello, I reviewed the order and the rug was cancelled on 3/**. The order was charged at the point of sale.The credit card company usually takes about 5-7 business days to update their information and reflect the funds,in some cases they take one billing cycle. The customer is welcome to keep the rug pad for the inconvenience and will be receiving a full refund for the order. We appreciate your patience.

Review: On December **, 2013, my father ordered and paid for (via credit card) My father's name is [redacted]; I believe the credit card he used is under the name [redacted]. However, the rug was shipped to me, [redacted], so my name is also associated with the order. product 200HJHK20A-P, homespun damask trellis navy blue, 5x8 rug for me as a Christmas gift to be shipped to my address; this was rugsusa.com order #[redacted] The item was listed as on backorder, and expected to ship in mid-January. On January **, I called rugsusa.com to find out if the item would be shipping soon. The customer service agent told me it had just returned to stock and would ship that day. I received shipment notification of my rug on the same day. Unfortunately, for the next two weeks, the UPS system was only able to tell me that a shipping label had been created, but no further activity showed up for the next 10 days. I called back several times over the week of 1/** to find out why the item seemed to be hung up in the system. I spoke with [redacted], who said that if I had not received the item by 1/**, she would arrange the [redacted] to ship another product next-day service. I did not receive the rug, and called back on 1/**, but then I received an email notification from [redacted] alerting me that the package had shipped -- the original package had evidently been located -- and would arrive on 2/*. I was miffed to wait even longer, but had already waited a considerable amount of time and was willing to wait even longer to have the situation resolved. Unfortunately, when I opened the package, I discovered it was the wrong item. I received instead product HJHK02A, Homespun Trellis Charcoal Rug, 5x8. I called the morning of 2/* and spoke with [redacted], who said that before he could process a return, I must first email him a photo of the wrong rug and the label with the item number on the end of the package. I did so immediately, and he confirmed receipt of my emails over the phone. He said that he was not able to place a new order for the item I actually ordered, but that I would have to do that myself, unfortunately with no concession. I asked to speak with his [redacted], but he said his [redacted] was not available and would only tell me the same thing anyway. Dissatisfied with his answer, I called back, and after being on hold for 30 minutes, [redacted] answered and said that she would email me the return authorization and a separate email with the pre-paid shipping label. I received the return authorization email immediately, which details a process under which the customer has seven days to process the return; however, as of 2/*, I have not received the email with the shipping label. [redacted] also told me that she would re-order the item I originally purchased, and her [redacted] had approved a discount for my trouble. I have subsequently phoned back and spoken with [redacted] again on 2/*, who said that his [redacted], would first need to send him the shipping label, and then he would email it to me. I said I would prefer to wait on the phone while he spoke with her to accomplish that, but he suddenly experienced phone static and ended the call.Desired Settlement: I want to receive the pre-paid return label immediately so I will be able to return the wrong item at no cost to me. I want to receive as soon as possible the item I originally ordered and paid for on 12/**/13, product 200HJHK20A-P, homespun damask trellis navy blue, 5x8 rug with the additional discount [redacted] said her [redacted] approved. Rugsusa.com often offers promotions of 70% off ticket price, which would amount to $103.80.

Business

Response:

Hello,

We apologize for the confusion. I reviewed the order and saw that the return label [redacted] has been issued and e-mailed to the e-mail on file. The Rug cost $137.60 and for the inconvenience we are offering the replacement at $123.84. The new order has to be put into the system with a new charge. The customer must contact our call center and have the replacement processed at the discounted price. Once the original rug is returned to the warehouse a full refund will be issued and the original order will be closed out.

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:

My apologies for not responding sooner; I was waiting to respond regarding this complaint until RugsUSA.com confirmed receipt of the rug which I returned via UPS (tracking #[redacted]) on Saturday, 2/*. According to the UPS website, the package is scheduled for delivery to the RugsUSA.com warehouse today. I do not consider this matter resolved until I have received a full refund, which, according to customer service representative [redacted], can take up to 14 business days! Even then, I have been advised by their staff that I must then place an entirely new order to receive the item I purchased on 12/**, rather than them simply shipping me the rug I initially ordered; this fact is onerous and speaks to poor customer service. In conclusion, I will advise you as soon as delivery of the returned item and a full refund has been accomplished.

Sincerely,

Business

Response:

Hello,

Once the customer's order is in the return status, a refund is automatically processed when received in the warehouse. By placing a new order it will ensure the rug to ship faster to the cusotmer., otherwise if the customer is still interested in receiving the correct rug we can ship a new one once the inital rug shows delivered back. The tracking number provided,[redacted], stated we received the rug back on 2/**. A full refund has been processed and placed on a rush. Even though the refund has been processed on our side, the credit card companies usually take 3-5 business days to reflect the funds. In some instances, they can take up to one billing cycle. We apologize for any inconvenience this may have caused and appreciate your patience.

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 reject the company's response lightly. In fact, I simply do not understand it. Yes, according to UPS, the rug was received by RugsUSA.com and signed for by [redacted] on 2/**/14, although the address printed on the shipping label they supplied was not a precise match to the one listed in the initial return email I received from the company. The email in question was very firm in stating that the address must match exactly; this caused me anxiety, wondering if the rug would actually make it to the company: why would they not have supplied the correct information on my label, when they insist on such precision?

I also understand there is often some lag with the credit card companies in processing returns on their end. I do not understand, however, why the return was processed in this manner in the first place. Why was it necessary to process a return to my father's credit card at all (if you will recall, this rug was to be my Christmas present), and why am I required to place a new order myself? As a matter of fact, RugsUSA.com's customer service representative, [redacted], had indicated during one of our many telephone conversations (this one on the afternoon of 2/*, according to my records), that it would not be necessary for me to place a new order. She also said that an unspecified additional discount had been approved by her [redacted] for my troubles, but was not able to provide me with an exact amount. Subsequently, I have learned that the discount offered to me (10%) is less than the current promotion the company is running for President's Day.

Additionally, the company states in their response that they would ship a new rug when the wrong rug was received; why would they not have already done this, since they also state in the same message that the rug was received? It is this particular second sentence of the business' response that I find so inscrutable: "By placing a new

order it will ensure the rug to ship faster to the cusotmer., otherwise if the

customer is still interested in receiving the correct rug we can ship a new one

once the inital rug shows delivered back." I do not understand what this means. How does placing a new order ensure faster shipping? Their "otherwise" scenario appears to be a confusing logical fallacy. Should I have confidence that the rug I want (which is currently showing out of stock on their website) will actually be delivered, given the amount of conflicting information I have received in my communication with the company's representatives: [redacted], and [redacted]? One person tells me the rug is in stock and available to ship, the next person tells me it's not in stock but is expected soon (date undetermined); one person tells me that they can ship a rug overnight, while the next person tells me that overnight shipping is more expensive than the rug itself and the company will not do so; one person tells me that they cannot ship the correct item and I must place another entirely new order, then the next person tells me they can do it for me, and then the next person after that says no again. These are but three examples.

Please help me to understand.

Very sincerely,

Review: RUGS USA customer service representative made an error on the phone and charged me twice for an order I made (once with paypal and once with a credit card). Additionally, they sent the wrong color accent rug. When I called to explain that I was double charged they denied that they had received payment. This went on for several weeks until I was able to get someone at RUGS USA to respond through PAYPAL and their resolution center. Through PAYPAL's resolution center they identified that yes they had received payment and yes they had sent out a duplicate order. RUGS USA sent me return labels to return duplicate order and said they would refund once they received the merchandise however they are currently stating that they never received payment and are refusing to answer questions with regards to the order itself and the return of the funds that were incorrectly taken from my account.Desired Settlement: I request to be refunded for the items I returned to RUGS USA. This includes the 121 for the duplicated order as well as the sale price of the smaller rug, 36$, for a total of 157 dollars.

Business

Response:

Hello,

Please find attached a screen shot of the orders the customer currently has or had in our system. You can see the $0 amount next to the orders that were never charged. Order [redacted] was the only valid order for one rug pad and a rug costing $121. We provided the customer with a return label for the rug. The tracking number [redacted] shows item was dropped off at a ups location, however they held it for unknown reason. The customer left the item there and did not ensure that it was in transit and is blaming us for the delayed refund. We went as far as contacting her local ups store and sending a second label [redacted] and the item has been received and is being refunded accordingly.

Review: Ordered rug online using bank debit card. Website crashed during order process. No confirmation page or confirmation email of ordered received.

Revisited website and ordered rug a second time using [redacted]. Order was processed and confirmed.

Rug never received BUT both debit card and [redacted] were charged for the order

Contacted company to get refund. [redacted] refunded but not bank debit card

Company refuses to refund bank debit card stating no such funds were received

Emailed company bank statement providing proof bank debit card was charged

Contacted company three additional times, same result; claim that no funds were received. No response to emailed bank statement

Total amount due to be refunded to bank debit card charged on 12/**/14 is $180.00

Total contacts made to company customer service=fiveDesired Settlement: Refund for rug which was never received in amount of $180.00 to bank debit card.

Business

Response:

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

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. Thank you Revdex.com for helping to resolve this matter quickly and effectively. Without your help, I would not have been able to get RUGS USA to process my refund.

Sincerely,

Review: I ordered a rug from the company.

When I received the rug there was a hole in it.

I reached out to the company and they asked that I take a picture of the damages, which I did.

They then advised that they would file a cliam with UPS as it looked like a could have occurred during transport. Rep stated that UPS would pick up the item the next day and they would replace the product.

I have made numerous calls and attempts to contact someone and they refer me to a person that is handling my claim however, the rep has never returned any of my calls.

It has been 5+ months.Desired Settlement: I would like a new rug without damage.

Business

Response:

Hello,

I reviewed the order and item 200ACR129C-508 was damaged in transit. Ups noted the damaged and opened a claim. A refund was submitted originally on 1/** however it did not go through. Due to the time frame we will have to submit the refund via Check. The account has been updated and a check refund is currently being processed for $98.40. We apologize for any 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 ordered a rug early March and received one on 3/**. It is not the rug I ordered. Customer service has acknowledged their mistake, asked me to photograph the incorrect rug, and email the photographs. I have complied 3 times. they promised 5 times to email me a return label and still have not. This rug cost over $400.Desired Settlement: Refund in full. I'd love to return the incorrect rug if they'd just send me the shipping slip. I have read so many disturbing reviews on their shady practices I don't think I can expect to receive the correct rug.

Business

Response:

Hello,

I reviewed the order and saw a return label was issued with tracking number [redacted] and still have not been used. As of today, we have re sent the return e-mail with the label attached with instructions.

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 have not yet received the correct rug or a refund. however, it appears that RugsUsa is taking steps to resolve. they sent a shipping slip (uPS re-assigned to tracking number [redacted], not sure why) and UPS tracks the package to have arrived at RugsUSA this morning. I will consider this complaint resolved when I receive the correct rug or when I receive a refund in full. Thank you.Answer Here]

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, when we first received the customer's call a ups pick up was issued. Since it was not used a label was also sent. However, the original return tracking number updated and shows we rec'd the rug back on 4/**. A refund for the rug was issued in the amount of $305 on 4/**. The customer also ordered a rug pad which is still current on the order and was received on 3/[redacted]. We will honor the priice paid for the rug if the customer would like to re order the rug.

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,

Thank you. I received the refund on my credit card statement. I consider the issue resolved.

Review: 3/**/14 order placed with Rugs USA, paypal account/bank account charged $486 on this day. Website says rugs shipped in 3 to 5 days.

4/**/14 told that rug had been shipped

4/**/14 [redacted] via email told me there was some confusion and the rug was actually on backorder for two months.

4/**/14 I notified Rugs USA that while I was interested in the rug, I wanted my money refunded until the item was in stock

5/*/14 Inquired about my refund; [redacted] from Rugs USA told me that the refund request had been submitted and allow 3-7 days for receipt, I asked for the specific day the refundrequest was submitted. Rug is still listed on website.

5/*/14 [redacted] from Rugs USA indicated it had been submitted on 5/*.Desired Settlement: Immediate refund

Business

Response:

Hello,

I reviewed the order and the customer is receiving a full refund. During processing the manufacture let us know the rug was on back order. Back orders dates are subject to change and can arrive sooner or pushed back to a later date. Once the rug is available the customer can re purchase the rug for the same price.

Review: The rug was delivered defective. There is a 6" by 6" section that is has lower piles, almost "singed" unlike the rest of the carpet.

At their request, I have taken pictures and sent them in. This process began in Feb **. The lead time (per the website) is 24 hours for all correspondence. I haven't heard a word in 5 days. I have sent emails/called, etc.Desired Settlement: I want a phone call/email returned! I have been unable to get them to respond!

Business

Response:

Hello,

I have reviewed the order and saw the rug was not defective. The rug is meant to look washed to give it an antique style. However, seeing that the customer is unhappy with his purchase, we have issued a one time courtesy ups pick up. The customer was notified today, ups will make 3 pick up attempts. Once the rug is returned to our warehouse a full refund will be processed.

Review: Ordered a rug from Rugsusa.com in August. Never received rug so I called to find out where it was. They told me it wasn't in stock and that they would cancel my order. (I had to call them to find this out after a month of having my money!) They sent a notice of cancellation, but after two more weeks of checking my credit card, they never credited the rug. I ordered another rug on 9/**. Charged it to my credit card. On 9/** they said my order was complete and it was shipped. I checked the UPS tracking number and for over a week it said label was created but no shipping had taken place. Called the company to cancel second order and get credited for that and my first order. They said I'd have to pay a 25% restocking fee on the second order because I cancelled after it went to UPS. I DONT EVEN HAVE THE RUG!! It's obvious that they had no intention of sending the rug and are just using my money again. I now have over $800 in charges from this company and no rugs and no resolution to the problems. They refuse to credit my account at this point, saying they have to turn it over to the manager for [redacted]Desired Settlement: I want both orders cancelled, I want my money refunded to my credit card and I want them to stop sending me their spam emails!!

Business

Response:

Hello,

Orders [redacted] has been reviewed and since the first order was cancelled and the second rug was lost in transit, we have submitted a full refund for both orders. We apologize for the delay and inconvenience of this matter. 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:

[Your Answer Here

my credit card was charged $477 for a rug that they claim was lost in transit. They are offering me a $460 credit instead of a$477 credit]

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

Sincerely,

Business

Response:

Hello,

As mentioned previously, the refund has already been submitted. The credit card usually takes 3-5 business days to update and reflect the funds. In some instances it can take up to one billing cycle to reflect.