RugsUSA.com

Review: I wanted to buy a rug from the company. It was called scrolling vines, 7x9 carpet and was listed for $480. It was 65% off and therefore would have been $168. I decided to wait until the July 4th week to see if there was a better deal. I received an email from the company saying they were having a 75% off sale. I went onto their website, searched for the same rug which showed that it was 75% off but now the regular price was $672 and therefore at 75% off it would be $168.Desired Settlement: I would like the rug at the 75% off the $480 original price. I also think there should be some ramifications for misleading consumers.

Business

Response:

Hello,

Rugsusa updates the website prices frequently and prices due fluctuate depending on M.S.R.P restrictions or holiday sales. The prices have been reverted back to the original cost so we may offer a deeper discount of 75% for the Forth of July.

Consumer

Response:

[redacted]:

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 have watched this price for nearly 8 months and it has not changed until they decided to offer a bigger "sale" and then they increased the price.

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

Sincerely,

Review: I ordered a Groupon for Rugs USA back in March. I wanted to return a rug that I ordered as part of this Groupon. I asked if I needed to return everything when I first initiated the return (which took me weeks and has another Revdex.com claim against it) because I didn't want to have to hit that minimum again. They told me no, just return what I wanted to return. Now they're making me spend a minimum amount to honor my return. This minimal amount will require to spend more money with an organization that has taken almost 2 months to buy rugs through.

The Groupon required I spend $120 with the organization, which I will have done between my initial purchase and the rug I want to purchase now. I want to purchase a $72 rug, and they are requiring I spend at least $81.99.

This business refuses to contact me unless I file a Revdex.com complaint. I have been told twice I will be contacted by a [redacted] and she never calls. I have never seen such atrocious customer service in my life and if it weren't for the principal of the matter that they'd get to keep my money, I'd walk away from this organization all together.Desired Settlement: I would like to be able to spend $72 on a replacement rug. $72 +$54 I spent on my initial rug = $124. $4 above my minimum purchase per my Groupon

Business

Response:

Hello,

I reviewed the order and saw that the voucher used is for a promotional value of $120. The total amount of the order was $135.99. The balance of $15.99 was put onto the credit card. The customer returned two items out of 3 on the order. Our process for these type of returns it to re activate a new voucher for the amount of the items returned. On 5/** the customer called and informed us the new rug would cost $74. Her total voucher would of been for $81.99 ,however it could not be used unless the full amount is used in one visit. ( part of the original agreement with the groupon vouchers). The customer surrendered the total and a new voucher, [redacted] was issued for the amount of the new rug customer has chosen.

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 from RugsUSA on 9/**/13, my credit card was charged at time of sale. On Monday 9/** I got a notice from RugsUSA and UPS saying that a shipping label/tracking number had been created. I tried to track the product on UPS.com and saw no movement. On Monday 9/**/13 I called Rugs USA to inquire about the order. They said they had to call the warehouse which would take up to 72 hours, but they'd get back to me. They did not get back to me. A few days later I received an email from UPS saying that Rugs USA had voided my shipment. RugsUSA sent a form email saying my case was closed. However, my credit card was still charged and I have not received the rug. On 9/** I called Rugs USA again and after trying to tell me they'd have to check the warehouse (which I told them they did not do the first time), they said they'd have to check with [redacted]. She also gave me [redacted]'s email address and said she should respond to my email within 72 hours. I called back on 9/** after no response again. They told me I had to wait the full 72 hours, which is ridiculous. Today is 10/*, it's been well over 72 hours since I emailed [redacted] and called Rugs USA. I've now emailed [redacted] THREE times with ZERO response. I've gotten another email saying my case is closed (today, 10/*), however there has been no resolution. I also received a notice from them asking me to rate the rug I received...except I still haven't received it!!! I will try calling again today but am sure I will still get the runaround. I'm about ready to call my credit card company and dispute the charge.Desired Settlement: I would prefer to receive the rug that I originally ordered. The correct rug (since I've read reviews on here that they have a tendency to ship the wrong product.) If for some reason that is not an option, than they need to refund my credit card.

Business

Response:

Hello,

When reviewing the customer's order we show that a shipping label was created. The rug was pulled for shipment , however it was not in selling condition. We updated the customer as soon as possible once receiving this information from our warehouse. We do have several locations that we check for stock prior to cancelling an order. A full refund of $227.89 has been submitted back to the credit card. Please allow 3-5 business days for the 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 find that this resolution is satisfactory to me and the matter has been resolved. I only accept the response because they say they are providing a refund. However, they did not provide me the feedback that there weren't any satisfactory rugs to ship to me. The only thing I received was a response saying it was now out of stock and that they would refund my money. It took 2 weeks of phone calls to get that response, which was the first detail I was provided on the situation.

Sincerely,

Review: Purchased a rug on RugsUSA.com, where the item description and photo were misrepresentative of the product I recieved. I followed up with RugsUSA with the following email:

"I'm writing to inquire about getting a pre-paid return label for a recent

rug purchase I made (order number [redacted]). Although I've made several

purchases from Rugs USA before and have always been satisfied, this most

recent purchase has left a lot to be desired.

As a blogger and stylist, I completely understand that oftentimes photos do

not accurately represent real-life colors; however, this particular rug (the

Marquis Reverie Rug in Mocha) is severely misrepresented in both the photo

on your site and the product name/description. It's not actually brown or

Mocha, but has more green/beige tones than anything else.

Again, I completely understand your policy of not offering return shipping

for products due to color misrepresentations in photos, but in this case I

strongly feel that the item was not as described in the product name; I

wonder if you might offer one-time return shipping in this particular case,

to a loyal customer who's already shopping for a replacement on your site?"

Here's the response I received:

"Unfortunately unless the item is defective we do not cover the cost of return I do apologize "Desired Settlement: I'd like to be refunded the $49 I was charged for return shipping.

Business

Response:

Hello,

The rug is listed as mocha due to it being the primary color. The rug does have green and beige and some other accented colors in it. We are not obligated to list all the colors the rug is made up due to the posting of the display photo of the rug. I reviewed the order and seeing that the customer is unhappy with the rug we will honor a one time courtesy label for the return at no cost to the customer. An e-mail will be sent with the label attached and more instructions on how to proceed.

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 will consider the matter has been resolved as soon as I receive a return shipping label.

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

Review: I ordered a rug from the Rugs-USA web site that was advertised as an 'Ivory' color. The photograph online depicted a gray/ivory patterned rug. The rug that I actually received was actually a 'Slate Blue' color, with the only the pattern having any resemblance to the rug I ordered - there was no mention of any blue color on the website's description of the rug. I have already contacted their customer service by phone and by email, and I sent a picture of the physical label that came on the rug I received which indicated that the color is 'blue/cream'. The customer service at RugsUSA insists that this is the only color that this particular rug is made in, and they came back saying that the rug that was delivered was considered an 'acceptable dye lot'. I completely understand that there may be subtle differences in the online depictions of the rugs when compared to the product in person, but the color of the rug I received did not even remotely resemble what was advertised on their website. RugsUSA did offer to provide an RMA, but I would be responsible to pay for the return shipping. This offer is not reasonable to me because I was not able to make an informed decision regarding the product I was purchasing. I believe the deficiency to be either with the website's listing or the vendor's description of the color.Desired Settlement: Full refund of the cost of the rug and no return shipping fee.

Business

Response:

Hello, The customer has received the correct item. As stated on site, we provide the most accurate colored photos possible and some color variation may exist. Although the return shipping as at the customers cost, we can offer discounted shipping options. We will email the customer directly with this information.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Aside from the color variation, the written color description of the rug was also inaccurate. The website has the color listed as 'Ivory', whereas the rug I received was described as 'Cream/Blue'. I don't find it acceptable to pay for return shipping, discounted or otherwise, for an item I bought based on misinformation provided by Rugs USA.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

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

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

Sincerely,

Business

Response:

Unfortunately we will not be able to meet at this customers desired resolution. The customer has received the correct item. Attached is a photo the customer provided us of the item she received, which matches the identical item she purchased on site. The customer has now exceeded their 30 day return policy period, but we are able to extend the return until 11/**/2015. The customer can return their item for a full refund.

Review: I have been trying to return an item for over a month now, called many times, sent many emails but received no response. or der #[redacted]Desired Settlement: Refund with no charges

Business

Response:

Hello, We have provided the customer with a discounted shipping label. Once the item has been returned by the customer, a refund of the purchase price minus the cost of the return label will be issued. At this time we do not show the item has been returned.

Review: I ordered a rug on-line (with a code) it was to be deeply discounted. When I checked out they charged me full price. I called to get the price adjusted and instead they charged me 3 times!!! The lady I spoke to [redacted] was very RUDE! I called to speak to a [redacted] and wasted several hours of my life in trying to get a hold of one. Same excuse every single time/day "she's in a meeting, she's in training" No supervisor on duty just a "person in charge" who's name was [redacted]. Its almost impossible to get anyone to pick up the phone and when they do they put you on hold in silence in hopes that you hang up. You have to hound them. Its the same 2 people who answer the phone [redacted] and [redacted]. I could hear them laughing at me after putting me on hold for 20 minutes at a time. I'm still waiting for my answer and call back. If you call and they say someone will call you back don't hold your breath. Same with the on-line chat help same person every time and takes forever to respond. They do not care. Absolutely the worst customer service I have ever had.Desired Settlement: A simple phone phone call back with someone who is sympathetic and resolves the pricing issue.

Business

Response:

Hello, I reviewed the orders and saw that the customer spoke with our [redacted] and two out of the 3 orders were successfully cancelled and refunded. Order number [redacted] is the only one that remained open and as per tracking [redacted], has been fulfilled.

Review: RE: Return claim [redacted]

I recently purchased a jute rug from Rugs USA on 11/**/2014. It was delivered on 12/*/14. I was confused when I rolled out the new rug on 12/*/14. There were multiple sections in the rug in which the weave was coming apart, including a three inch section of weave that was not sewn in and standing straight up in the middle of the room looking like a crazed cowlick. The term “defective” came to mind when thinking of manufacturing that produces a new rug with a large areas that are unraveling upon arrival. However, the customer service team referred to the unraveling as “minor imperfections…. common occurrences in items of this nature.”

The rug was delivered 12/*/15 and I first contacted the company on 12/*/14, sending 24 emails over two months to try to return the rug, including 3 phone calls and multiple attempts to send photos of the issue. Unfortunately, the file size documenting the “acceptableness” of the rug must have been too large. When requested, I resent the photos again and also asked if they could confirm if any additional information was needed. I sent emails on 12/*/14, 12/**/14, 12/**/14, 12/**/14, 12/**/14, and 12/**/14. After two weeks with no response, I followed up to check in by email again on 1/**/15, and yet again on 1/**/15, 1/**/15 and 1/**/15. On 2/*/15 I got the final response from Rugs USA clarifying that they would not be issuing a refund, because the rug’s condition was acceptable as delivered and I was now outside of the return window. There was no mention of the fact that I had begun reaching out to the company during the return window and customers cannot return a rug without approval from the company.

I have multiple photos of the unacceptable condition of the rug and dated copies of all the emails sent to the company. The only staff name I have is of one customer service rep I spoke with by phone, named [redacted]. She acknowledged that I had contacted the company many times, that the photos indicated a problem, and that she would follow up. All emails from the company were sent under a generic company email signature.

The unraveling present in the rug at delivery goes beyond the level of "sprouting" that might occur over time with a natural fiber rug. RugsUSA.com prominently states it has "easy returns" on it's homepage. I would like them to honor this statement. Additionally, the product's webpage indicates there might be slight variations in the rug size that do not represent a defect, or possible shedding, but there is no mention of "sprouting" or that the company considers natural rugs that are coming apart to be "acceptable."Desired Settlement: I would like a refund of my purchase price and the shipping costs since the item was significantly unraveling/defective from the point of delivery and I began the return process within 14 days of delivery, as specified in their return policy.

The website indicates that the company will refund and also pay return shipping for defective rugs.

Business

Response:

Hello, I reviewed the order and saw the rug was delivered on 12/*. The customer first initial contact was on 12/** via e-mail. Our e-mail representative was in direct contact to this customer. The photo provided shows no defect and several e-mail responses to the customer stated this information. The customer continued to e-mail through out the month of January. Customer was informed on 12/** if the claim was denied , she may still take advantage of our return policy and return the rug at her expense for a full refund.However, there is no manufacture warranty on the rugs once outside of the return time frame. The items natural fibers (Jute) and craftsmanship in which minor imperfections may appear in the weave. Any loose strand can be cut and the rug should not unravel further. We apologize this may not be the customers desired outcome but no return will be permitted on this rug.

Review: I was promised in writing (I have the email trails) by [redacted] (Customer Service) that RugsUSA would honor the promo code [redacted] (spend $300 and get $180 off purchase price). To date, I still have not gotten the refund totaling $360 ($180 for each order). I have sent numerous emails to [redacted] and the [redacted] I was told that the original request for refund was submitted 12/**/13 and would take 3-5 days - I didnt get it. I sent several more emails with no reply. Finally [redacted] replied on Jan ** stating he submitted the request to his [redacted] again and it would be 1-3 business days - I still do not have the refund and have not gotten a reply from anyone. BACKGROUND - On 12/**/13 I tried to place an order online using promo code [redacted] (the promo code offered on thier home page). I kept getting errors with the code so I took a picture of the error and spoke with [redacted] in Customer Service the following day (they were closed Christmas). I emailed him the screen prints, he showed his [redacted], and the [redacted] approved the use of the code. I was instructed to complete my order online and send him the Order Numbers when they were emailed to me. I sent him this information on 12/**/13 in which he replied that that he submitted the POS refund and it would take 3-5 business days. To date I am still waiting for my refund of $360 ($180 for each $300+ order) as agreed to by RugsUSA.Desired Settlement: $180 refund back to the credit card used for Order #[redacted] and $180 refund back to the credit card used for Order #[redacted]. Both orders were placed on 12/**/13 and order confirmations sent on 12/**/13

Business

Response:

Hello,

I confirmed the promotion [redacted] was honored on both orders. I have resubmitted the request to my accountant department. They have provided me with reference number [redacted] for order number [redacted] and reference number [redacted] for order [redacted]. Even though we have submitted the funds on our part, it can take your credit card 3-5 business days to update and reflect the funds. In some instances, the credit card company can take up to one billing cycle to reflect the refund. We apologize for the delay and appreciate your patience.

Review: I ordered an item on 11/**/13. It was shipped on 12/**/13 and I received the item on 12/**/13. It was clearly defective and I contacted the company immediately (same day 12/**/13). They sent me a return authorization on 12/**/13, with no return shipping label. I immediately (same day 12/**/13) contacted the company for return shipping, as the item was defective. I received no response, and my return window was coming to a close. I contacted the company again on 1/*/14 for return authorization and received no response. I finally contacted them on 1/**/14 and received an immediate response telling me that I am outside of the return window and can no longer return the item. So the company waited until I was outside of the return window to respond to my concerns.Desired Settlement: Refund ALL charges

provide return label to return the rug

Business

Response:

Hello,

I was able to review this order and saw the customer received this rug on 12/** via ups tracking number [redacted] Please find attached the order history showing the customer logged into her account online and requested a return authorization ( please see customers e-mail indicating she initiated the return). On 12/** our customer service rep. [redacted] issued the ra and return instructions. Please see the second screen shot of the return details attached. The customer listed the return reason as " Item Did Not Meet Quality Expectation". In the return instructions , customer is advised they are responsible for their own return shipping. We only heard back from the customer today 1/** stating the rug is now defective. This rug only had a 14 day return time frame, however we are willing to accept the return once it's done with in a timely manner and is returned in original condition. We offer free shipping to the customer, but return shipping is at the customer's expense. Once the cusotmer has returned the rug and provided us with return tracking a full refund can be issued.

Review: I purchased a rug on 06/**/14 and was told that it was in stock and would ship within 1-3 days. My card was charged the purchase amount that day. After a week, I contacted customer service about the status of the order, as I had received no shipping notification. I was told that it was delayed, but would be shipping within a few days. I got a shipping notification on 07/**/14, however the UPS tracking information never processed past "a shipping label has been created". This has been the continued status of the shipping information for 12 days now. I have contacted customer service 6 different times over the past week and have been continually informed that they do not know whether the item has actually shipped, where it might be located, or why this issue is occurring. I have been told that they will contact the warehouse which takes 24-48 hours for a response and they will then contact me, I have not been contacted at all except one email to inform me that they still have not heard anything and that this issue cannot be worked on over the weekend. I attempted to speak to a [redacted] and was told that they do not take calls, but the rep would send them my information and they would call me back, I have received no call back. I was also informed that my order could not be cancelled for a refund at this time since "it appears that the rug is already on the pallet" despite them actually having no idea where the rug is in reality. No information, no explanation, no apologies, no attempt to rectify the situation in the three weeks since I placed my order. This is entirely unacceptable.Desired Settlement: I would like my order filled and shipped to me immediately, or a complete refund.

Business

Response:

Hello,

We apologize for the delay. We have more than enough stock available. We ship over 700 rugs per day and ups does not scan all the rug at pick up. The tracking is updated when the rug arrives to the delivering city. If the rugs tracking number does not update within 24/48 hrs we will file an investigation and send a replacement rug.

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 should not have to continue waiting another 24/48 hours just for an update on this tracking, one which is clearly not coming. It is time for this company to DO SOMETHING to fix this situation. This order was placed over 3 weeks ago and claims to have been shipped 2 weeks ago. It does not take that long for a shipment to arrive, or for tracking to information to update. I am not new to online purchases, this is unacceptable. I am moving on Saturday and my plan was to have the rug by then. If the rug I have paid for is not going to be shipped to me overnight, I want a full 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 file and saw the item was delivered on 7/** via ups tracking [redacted].

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 placed my order with RugsUSA.com on the afternoon of August [redacted]. Within an hour I called to cancel the order as the website (and all emails sent by the company) clearly states:

"Cancellation Policy: Orders may be canceled up to a maximum of three calendar days after the order has been placed. Unfortunately, we may not be able to cancel your order after this point."

I was told that the information would have to be transferred to the warehouse and that someone would get back to me once that had been done. I called again the next day to find out if my order was cancelled and was told that I would have to wait until the warehouse got back to the order department to confirm.

The following day, I received a confirmation email indicating that the rug had shipped. When I called customer service, they said that once the order was placed, there was no guarantee that the order could be stopped. Their return policy states that I will have to pay for return shipping and a 25% restocking charge if I refuse the shipment.Desired Settlement: The cancellation policy as written is clearly not intended to be adhered to by the company at all. It is deigned to extract money from customers that have changed their mind. Since ordering, I have ready many many complaints exactly like mine. They need to change the information stated on their website to reflect reality. Also, I should not be charged a dime for this purchase if I return the rug having tried to cancel the order in what they characterize as a timely fashion.

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 contacted RugsUSA.com before I purchased a [redacted] to confirm the use of it. When I spoke with the customer service rep, she explained to me that I am able to use both the [redacted] code in addition to the promo code that is currently going on. All I would need to do is input both during checkout. With this information, I purchased the $235 [redacted] code. It turns out that I am unable to use both, despite what the representative said. I can not return the [redacted] code and would like to use it with RugsUSA. I am extremely upset with RugsUSA.com, as I researched this situation and it seems like other customers have experienced the same situation with a rep explaining incorrect details about the promo and [redacted] code being used simultaneously.Desired Settlement: I would like RugsUSA.com to honor my $235 credit that I have with them through [redacted], while using the promo codes that they continuously offer (basically there ongoing price). I believe my total is $262 with the promo code, therefore I would like RugsUSA.com to let me use my $235 [redacted] that I purchased on that total. I will pay the rest out of pocket as usual.

Business

Response:

Hello, The [redacted] you have purchased and its deals are dictated by [redacted]. We will be unable to combine a promotion code + the [redacted] as it clearly states that this is not allowed in the [redacted] fine print prior to purchasing as well as the FAQ's on our website. If you would like a refund on the [redacted], you will need to reach out to [redacted] directly, as this was a purchase made with them and we are unable to assist you with a refund.

Business

Response:

Hello, The [redacted] you have purchased and its deals are dictated by [redacted]. We will be unable to combine a promotion code + the [redacted] as it clearly states that this is not allowed in the [redacted] fine print prior to purchasing as well as the FAQ's on our website. If you would like a refund on the [redacted], you will need to reach out to [redacted] directly, as this was a purchase made with them and we are unable to assist you with a refund.

Review: I ordered two rugs from RugsUSA on June **. They were shipped to the apartment we are living in temporarily while we waited to close on our new home. We closed on the [redacted] of June and planned to open the rugs at that time and move them into the house. The smaller rug looked great, no complaints. Upon getting ready to open the second, larger rug, we noticed a tear in the plastic that covered it and you could see the rug was exposed underneath. You could also see a large pull/hole in the rug. We decided not to open the rug on the off chance the company would want us to ship it back. I contacted RugsUSA via email on June [redacted] to let them know about the damaged item we received. I was asked to send a picture of the damage and it was explained to me that once they received the picture they would file a claim. Customer Service noted that it would take "one to two business days for the claim to be reviewed and approved." I sent three pictures on the morning of July *. On July [redacted] I had still not heard back so I sent a follow up email. I did not receive a response, but with the holiday, I figured there might be a delay. On Monday, July [redacted] I sent another email asking for someone to please contact me to let me know the status of the claim. That evening I had still not heard back so I called the company. The woman I spoke with on the phone said they had still not heard anything about the claim, but she would put in her notes that I needed to hear back right away as we are having furniture delivered soon. On Wednesday, July [redacted], I had still not heard from RugsUSA so I called again and this time the woman I spoke with on the phone said the delay is due to the holiday weekend. I let her know I was told the claims process would take 1-2 business days and even if the company waited until Monday to submit my photos, I should have heard back by today. I told her I would like the issue resolved today. It is now July [redacted]. It has been ten days since I have contacted RugsUSA about the damaged rug they sent to me and nothing has been done to resolve the issue. I am extremely disappointed in this company's customer service. I would like to be sent a replacement rug right away or receive a full refund for the damaged rug.Desired Settlement: I would like to be sent a replacement rug right away or receive a full refund for the damaged rug.

Business

Response:

Hello, A full refund of the purchase price for line item two has been issued. Please allow 2-7 business days for the transaction to post onto your original method of payment. If you have any additional questions, Please feel free to contact us directly.

Review: RugsUSA.com accepted payment for order numbers [redacted] and [redacted] on April **, 2014 through Paypal. On April [redacted], I received email cancellations for both orders that did not state any reason for why the cancellation occurred.

When I called customer service for RugsUSA.com's, the representative stated, "There was a glitch in the system and all orders placed on April [redacted] were cancelled." After I spoke with customer service, I checked the Rugs.com website and noticed that the rugs I ordered were STILL available, BUT the prices had been increased significantly.Desired Settlement: If a merchant advertises a price, accepts payment for the merchandise AND confirms the order, I believe they are entering into a binding agreement to provide the product just I am liable to pay the agreed upon price for the merchandise. The company accepted my order. Therefore, they should fulfill my order as they initially agreed to.

Business

Response:

Hello,

For both mentioned orders, On 4/** a notification was sent to the customer stating that their orders had to be cancelled. There was a programming error that caused the displayed pricing to post incorrectly. This information is available on our website and in fact was included in the e-mail update. The order was cancelled and refunded within 24 hours of being placed. We apologize for the inconvenience.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: I provide proof of the following: 1) The order was cancelled 24hrs AFTER it was placed. 2) The cancellation email DID NOT mention any reason for the cancellation. 3). The order was placed 4/**. I was just notified TODAY, 4/** that the refund was available

5) Reputable business honor their advertised pricing.

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 order was cancelled due to a pricing error. The notification e-mail was sent upon cancellation. We apologize for the inconvenience. As stated on our website : Our company "reserves the right to cancel any customer order that is found to have a pricing error due to a web site programming bug or typographical error on it web sites or print catalogs."You may find more information under our legal notice tab.

Review: I had placed order#[redacted] on 1/*/2014 through [redacted] for Area Rug Color: Black Size 5’2”x7’4” SKU: [redacted] and paid Total Price: $41.80 (Free Shipping). The item was sent and reached on 1/*/2014, but since the item did not meet quality expectation, I requested a return authorization. For the Return ID # [redacted], I was granted a return authorization via email on 1/**/2014 by a person named [redacted]. The return authorization number for the item: RA # [redacted]###-###-####[redacted] for the SKU# [redacted] was given. I was given 7 days to return the item to the return address for the item which was given as Home Dynamix, [redacted]. The item was returned via UPS ground with a tracking number [redacted]. This tracking number was conveyed to [redacted] on 02/**/2014 and it was seen that the Area Rug Item was delivered on 02/**/2014 at 11:00 AM to [redacted] and signed by [redacted] at the dock. On 02/**/2014, I sent a reminder via email that the refund of $41.80 is due and that [redacted] or Anybody Else who can take action should process it. On 02/**/2014, I again sent an email saying that I am waiting for them to credit $41.80 to my PayPal account since it was over ten days that the Area Rug had reached them on February *, 2014. I requested for prompt action. On 02/**/2014, I sent an email stating that I do not understand why my email messages are being ignored and that it is over 15 days since the Area Rug had reached them on February *, 2014. On 02/**/2014, I went back online to the account status and filled in the tracking number of the return so that they would get an automatic alert. On 03/**/2014, I received an email from a person named [redacted] that my refund has been submitted. The email stated that I should allow 3-7 business days for the refund to fully post on my account. It also stated that once the transaction has been completed on their end, I will be notified via email to confirm my refund was issued. After waiting patiently for 7 business days, I wrote back to them asking them to revisit the refund processing to take action so that there is no unnecessary delay in getting the refund. There has been no response to it. More than 15 business days have elapsed and there is no sign of the refund!Desired Settlement: The business needs to credit $41.80 in full into my PayPal account as refund for the return of the area rug.

Business

Response:

Hello,

I reviewed the order and saw the pay pal transaction was not completed. I went ahead and resubmit the refund. The transaction confirmation number is [redacted]. Pay pal should update within 24/48 hrs and reflect the funds. We apologize for the delay.

Review: I ordered a rug and the recommended rug mat on Nov [redacted]. I received the rug at 70% off and the rug mat was full price. Shipping was free. One full week past before the order was accepted and processed and tracking numbers were issued. The projected delivery date for the rug was Dec **. I received the rug mat on Dec [redacted] via UPS. On Dec [redacted] (the day the rug was due to arrive) I received an email stating: "This email is to advise you that the rug you ordered is unavailable. Due to a system error the site allowed you to place a new order on a back ordered item. The back order is for 3-6 months time. We had to cancel this order. I have submitted a refund to you and that would take approximately 5-7 business days to post to your method of payment. If you have any questions for us please contact us at ###-###-####. Thank you and I apologize for the inconvenience."

I was not given the option to wait (because I would've)

I was told that it was a "system error", though even now I can go and add this rug to my cart.

I did not give authorization for the order to be cancelled for funds to be put back on my card.

I feel this is a fraudulent attempt to get customers to purchase the rug mats at full price, without any intention of ever selling the rugs at the advertised price... instead they will "cancel" the order and issue a refund for the rug after the rug mat has been delivered.Desired Settlement: I would either like a refund for the rug mat as well (prior to my shipping it back, as I don't trust the company) OR what I would REALLY like is to get my rug!

Business

Response:

Hello,

While reviewing the customer's order, I saw that she placed the order on 11/**. Our website states the rug takes 8-10 business days to process and leave our warehouse. During processing the rug pad on the order had shipped and delivered on 12/** under tracking number [redacted]. As for the area rug on the order, we received notice from the warehouse there are no more in stock. We updated the customer who was not happy. We advised a refund on the rug was submitted. The customer then wanted a refund on the rug pad, however the representative stated we would need the item back in order to submit a refund. We offer a free return label at which she denied. We could not fulfill the customer's order and informed her within a timely manner and provided a 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]

Again: I was not "informed" of anything in a "timely" manner and I was not offered another option... I was told that they "cancelled" my order for me without any other option. If they truly do not have the rug, they should have offered the option of waiting for it to be back in stock or a replacement of a different rug at the same price. Simply cancelling my order and leaving me with an over priced, low quality rug mat and NO RUG is unacceptable and is strongly suspect of fraudulent advertising. It is very easy to think that the company never intended to sell their rug at 70% off.

Sincerely,

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

Review: We placed on order at Rugs USA on September [redacted]. Their cancellation policy is that you may request to cancel within 3 business days, but "Please be advised that in some instances, it may not be possible to cancel your order as it may already be in the shipping process." (taken directly from their website). We tried to cancel the same day the order was placed because we no longer wanted the rug. Despite cancelling on the same day, so the order was no way in the shipping process yet, we received confirmation of our order being shipped 2 days later, on September [redacted]. We received the rug on September [redacted], and immediately began the process of returning the item for a refund. Following their procedures, we had to pay return shipping of $26 on an item we never wanted to have shipped in the first place. I sent the item out for shipping the next day, and sent the company an email with the tracking information, per their request, on October [redacted]. Verifying with UPS tracking information, they received the rug on October [redacted] at 9:40 AM. On October [redacted], they emailed me to say that my information had been inserted into the order, and the refund was being processed. Since then, multiple attempts to contact the company have gone unanswered. I emailed them on October 17th asking about the status of the refund, with no response. I then attempted to use their live chat on their website, and it continually will not function. I then used their email us form on their website on October 23rd, and still have not received a response. I have yet to receive a refund for the returned item, nearly 4 weeks after they received it.Desired Settlement: I request that we are refunded in full for the the item, as well as the return shipping that we had to pay when we cancelled well within the time frame prior to shipping beginning. The total would be $99 for the rug, plus $26 for the return shipping, totaling $125.

Business

Response:

Hello,

I reviewed the order and apologize for the delayed refund. The refund was forward back to our accountant department to resubmit the funds back onto your card. Please allow 2-3 business days for your credit card to update and reflect the funds.

Review: Wife ordered a rug and rug pad. Waited a month only to receive 2 rug pads and no rug. Called and was told item is back ordered. We don't want a refund, we want the same pattern rug that was ordered NOW. No solution from customer service and Manager is away at training. Do not make sales if you cannot follow through competently. Customer Service admitted they made an error, but were unwilling to make it right.Desired Settlement: I want the Tuscan version of the same rug I ordered ASAP.

Business

Response:

Hello, We have refunded your account in full for the rug that was not received.

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,