RugsUSA.com

Review: I ordered an in-stock item on July [redacted], 2013. My credit card was charged the full amount on this date and my order status on the website was changed to "Approved". Their site claims that they will ship their products in 8-10 business days. I contacted the company twice already. My last communication with them they informed me that my product was "still processing", even though my credit card has been processed and my order approved. They have not been able to give me any information about when I can expect my product or why it is taking them longer than they advertise.Desired Settlement: I want to receive my product and I want them to use expedited shipping.

Business

Response:

Hello,

Our orders are charged at the point of sale. We apologize for the delay ,we are working closely with the warehouse to make sure the order is filled as soon as possible.

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]

They have been "working with the warehouse" for over a week now to try and resolve this and have gotten nowhere. I still do not have my order 20 days after the purchase date.

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

Sincerely,

Business

Response:

Hello,

We have updated the customer and since we were unable to fill the order and we do charge at the point of sale, a full refund has been submitted back to the credit card. The customer has the option to select other rug choices and we will honor the sale price.

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 this company a few weeks ago. It came with white spots all over certain areas of the rug and looks awful. I contacted them about returning or exchanging it and they deemed the rug "imperfect" but not "defective". Because of this they are making me pay the return cost on shipping which is $80. I've tried to escalate the case to a manager. There is no phone number to contact a manager. You can only send an email. I was told I'd hear back from them in 24-48 hours. It has been a week and I've sent daily emails and no one has responded yet. I have also left messages with a customer service manager and she has yet to return my calls also. They have admitted they are okay with selling rugs that look bad and are imperfect and basically the only way you can return is if there is a hole in it or the pattern was wrong. This has been the biggest nightmare EVER! I feel like there is nothing I can do because I call and email daily and no one responds. My return window closes tomorrow and I'm sure they won't let me return it after that.Desired Settlement: I would like a refund and a return postage label. I'm not paying $80 to return a rug that looks awful and has been deemed "imperfect".

Business

Response:

Hello, I reviewed the order and the second photo submitted does show more of a defect. We have since updated the customer the claim has been approved and a [redacted] call tag has been initiated. Once the rug is picked up by [redacted], a refund will be provided to the customer. If the customer wishes to re purchase the rug we would honor the sale price. Appreciate your patience.

Review: I purchased a rug through RUGSUSA on line on 4-*-14. I made the purchase apparently without reading the fine print. The advertising on their web page stated 80% off rugs, so I picked a rug, ordered it, and then was notified that it was not a rug available for the 80% off. I contacted RUGSUSA customer service and spoke to [redacted] and explained why I wanted to cancel. She stated that was a valid reason and told me she would contact the supplier and attempt to cancel the rug but if she couldn't she would let me know. I didn't hear from her so assumed the order was cancelled. It was not, I received an email from her the following day stating it was too late to cancel. I then called again and was instructed that I could refuse the rug upon delivery. I was out of town at the time it was delivered and one of my coworkers refused it for me. As of today, 5-*-14, I have not been reimbursed the cost of the rug. I sent RUGSUSA customer service another email on 5-*-14 and have not heard back from them. The cost of the rug was $186. I simply want it credited back to my credit card and feel this should have been done by now.Desired Settlement: I would simply like the $186 credited back to my credit card. I refused the rugs and RUGSUSA should have them back at their warehouse. I do not have the product and would like my money back.

Business

Response:

Hello,

The order was placed on 3/**. The orders are sent directly to our manufacture to process and ship. As per tracking numbers : [redacted] and [redacted] , the customer received both rugs and refused the packages. It is not our policy to instruct customers to refuse packages. In fact , please see included a link to our website informing customers :

"No returns will be accepted without a return authorization number. If an item is received without proper authorization it may be refused or incur a 25% restocking fee. Only items damaged in transit may be refused at the time of delivery"

Consumer

Response:

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

While it may not be their policy to advise clients to reject products, that is indeed what their customer service verbally advised me. Also, even if they do charge a 25% restocking fee, I still have not been reimbursed for the returned products. I simply want my money back, $186. It is unfair to charge me a restocking fee when I called immediately, perhaps five minutes after placing my order, to have it cancelled. It is not my fault that the customer service rep did not accomplish this in a timely manner. I feel as though I did what I needed to do as a customer, and their customer service department did not. I would appreciate my full price be returned.

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

Sincerely,

Business

Response:

Hello,

A refund of $135.50 has posted to the customer's account. The restocking fee was enforced.

Review: They have a 3 day cancellation policy. I called th3 same day I order3d because I wanted to change the size. Plus it did not show time frame or availability of product. I was told to proceed with cancellation then I would have to complete a new order. They sent email to the vendor and would need a response form the vendor to complete cancellation. I called the next day. They had not heard back from the vendor. Then they decided to call and left a message. I again called th3 next day. They called again and talked to the vendor. The vendor responded that the item had been shipped. I was then told I would have to wait for the item to be rerouted back to the vendor in order for me to get my refund. Once the item was in route to the vendor it would take 5-7 business days for the rfund to process.

Business

Response:

Hello,

I reviewed the order and saw it was placed on 11/**/13. The request to cancel was made on 11/** , however our policy states you may request to cancel your order with in 3 days , it does not guarantee cancellation if the item has shipped. We notified the manufacture to reroute the rug back to sender, which is currently pending. Please see shipping progress via ups tracking number: [redacted]. We updated the customer once the transaction have been completed successfully we will issue a full refund.

Review: I received a rug that I ordered, and it smells terrible - I can't keep it in the house. We had to move it to the garage. I have called and gotten bounced to several people all to be told that none of them are customer service, and when I am transferred to customer service, I get a recording, leave a message and two weeks later no return call. I have also filled out the form on their website, and am promised a response in 24 hours -no response in 4 days. The run came in a plastic bag with no paperwork nor return label. I have looked and seen other complaints in which you have to pay to return the rug, and also for a restocking fee.

I want to return and I want my money back and I want to return the rug - it cost over $200 and is not usable.Desired Settlement: I want to return the rug, and I want my money back. I also want them to include paperwork in orders and to include return labels. They also do not have a 800 number, so when you sit on hold for 20 minutes, you pay for the call.

Business

Response:

Hello, Please be advised that the item you purchased is a Machine made, 100% polypropylene rug. It is normal for all rugs, especially synthetic rugs to "off-gas" when first unrolled. This smell will dissipate and go away entirely after a few days of being in use. It will help if the item is in a well ventilated area. Returns for reason other than defect or misshipment are at the cost of the customer. You can view our full return policy here: [redacted] If you wish to return the rug, you can certainly do so as you are still within your return policy. A representative will contact you via email with the steps to return your item.

Consumer

Response:

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

I have had the rug close to a month and no dissipation of the smell. I had to put it in the garage. Company also called and said they would pay for return shipping, and then sent an email stating that they would not. It is in the process of being returned, and will see if I get full refund. The issue will not be resolved until my full price is refunded on my credit card. Only after I filed the complaint did they take any action. Phone calls and emails went unanswered until the day after the Revdex.com claim.

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

Sincerely,

Business

Response:

The customer has returned the item, and has been refunded the full purchase price of the item. The amount was refunded to the customer on 11/* in the amount of $224.99.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased 3 rugs through RugsUSA.com. There wasn't a description of the product (what the materials were, etc.) I received the product a few days later, opened 1 of the packages and couldn't believe how poorly made and defective the rug looked. I checked the 2nd rug (as they were all the same product-just different sizes) and it was awful too! I took pictures of the problems with the rugs and immediately wrapped the products back up in their packages. I contacted customer service and initially had a chat with [redacted] in Customer Service who seemed helpful. She thought that it would make sense to have the vendor handle the shipping costs since the rugs were nothing like what I expected. It has now been weeks...I heard from [redacted] very quickly in an email last week mentioning that the vendor didn't feel that anything looked bad in the pictures and wanted more information from me. I sent an email back detailing the problems with the product, but didn't want to reopen the packages that have been sealed since day 1 to take more pictures. I know that they don't look anything like the pictures online and the material is a long haired olefin which is poorly made to hold up as a rug. I would like to be able to reach customer service. I spoke with someone this morning who mentioned that she sits next to [redacted], but wouldn't put her on the phone. She told me that she was contacting the vendor again and would call me back. I never heard back from her. I give up on dealing with customer service. I spent yesterday afternoon and this afternoon on hold waiting to speak with someone again twice (waited 45 minutes twice). I would like a complete refund of the $ that I have spent.Desired Settlement: I would like a complete refund of the $ spent on the rugs and the shipping to be handled by either RugsUSA or the vendor since they misrepresented their product. This has been the biggest nightmare to deal with. In the next portion, I have included $159.00 (83.00 with Rugs USA and $76.00 with [redacted] (which I know [redacted] will refund me))...so I have not included the cost of what the shipping will be to send them back...since I hope that RUGSUSA will do the right thing!

Business

Response:

Hello,

I reviewed the order and found that We have submitted a request for credit to be issued for all damage/defective pieces without a physical return of the product. The items may be donated or field destroy. As per the [redacted] voucher , a new code will be generated and e-mailed shortly.

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 will await the credit on my credit card. Thank you.

Sincerely,

Review: My order has not been delivered. I have received a shipment notice by company on 1/*/14. I have called them once and clerk said he would check into it and call me back. no call back.Desired Settlement: I would like this rug to be delivered asap.

Business

Response:

Hello,

I reviewed the order and saw that the customer was informed on 1/**, the rug might be on a back order. The warehouse is currently trying to locate the last piece , however if they are unsuccessful the rug will be on a 4-6 week back order. The customer can cancel the order or let us know if she would like to wait on the back order. The customer also has the choice to choose a replacement rugsusa brand rug and the 70% discount would be honored.

Consumer

Response:

The clerk did not say the rug was backordered. He said he did not know why I didn't receive it, would check into it. and call me back.

There was no call back.

I would like the company to send the product as ordered and let me know when it is shipped with a tracking number.

Thank you for your service.

Business

Response:

Hello,

We do apologize for the mis communication. As of 1/** a refund was submitted back to your credit card. The rug is in deed on a back order. The estimated time of arrival is past 30 days and since we charge at the point of sale , we do not hold on to your funds for the extended time frame. Our offer still stands from our previous correspondence.

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 for handling this issue with Rugs USA. They addressed the non delivered item and resolved it by returning/crediting the item back to my card. They didn’t tell the truth in the process of correcting their problem but they did correct it.

And I so appreciate your handling this case, quickly and efficiently. Excellent service.

Sincerely,

Review: Rugs USA sent me a poor quality, defective rug. I called and was told to wrap rug for return and that they would send me a free label to return it. I wrapped rug. They sent a label that I was supposed to pay for return shipping. Why should I have to pay to return a defective rug? I expected a first quality product, not a second. They ripped me off!Desired Settlement: Full refund of $108.50 plus cost of return shipping.

Business

Response:

We apologize for the inconvenience you have experienced. All returns are at the customers cost unless the item was delivered incorrectly or is deemed defective. Many times a customer may be under the impression a rug is defective when they observe a loose thread, however, this is not the case. We request photos from all customers in order to properly as the customers claim. Unfortunately, in this case, the loose thread that was described was not something that is considered a defect as it is very common in new rugs to have excess material sprout. We requested photos to further look at the issue, but the customer refused to provide any additional information. Due to this, we based our conclusion of the claim on what the customer was describing. All items not deemed defective, or mis-shipped are at the customers cost to return. We will unable to refund the customer for the shipping, but we will be happy to provide the customer a refund of the item once the unit has been returned. If the customer can submit the return tracking information, we can process that at once.

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]

They lied. 1. Rug is defective & was rolled so tight it would never lie flat in 100 yrs.2. They told me to wrap rug & that they would send prepaid label.3. I did as instructed & rewrapped rug.4. They did NOT send prepaid label5. I cld again. They changed theirstory. Now they wanted a picture, but I had already re wrapped the rug (which was not easy)6. I asked for a Suoervisor & was told one would call me back. None ever did7. I returned rug at my expense8. I want my money & the $12.08 that I paid for returning their poor quality rug.

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:

[redacted]I returned the defective rug in the original packaging. They admit they received the rug. They still refused to credit my acct. as they promised you they would do. These people are really shady!

Sincerely,

Business

Response:

Hello, A full refund of the purchase price has been issued. Please check with your credit card processor to confirm receipt. If you have any further questions, Please feel free to reach out to us.

Review: I purchased a Keno Trellis Rug 6' online and when I received it and unwrapped it, it had a small tear/rip where the rug threads were coming apart at the seam and the rug threads were shedding because there were not glued or stitched properly.Desired Settlement: A replacement/ repair or even partial refund of the item. They shipped a defective item and I have to pay for it.

Business

Response:

Hello, I reviewed the order and saw the claim has been approved. The rug is being picked up tomorrow 3/** with [redacted] call tag tracking [redacted]. The rugs are prepped and wrapped after production by the manufacture. We pull the rugs that arrived already wrapped and ship to the customer. We apologize for the inconvenience and have taken steps to rectify the situation. The customer will receive a replacement or a refund at their request.

Review: My wife purchased a rug from RugsUSA which was shown on there website. When the rug arrived it did not match the picture that was shon on the web site. At that point we tried to return the rug. RugsUSA would not pay for the return shipping. If the rug had been represented correctly in the website I would not have any issue paying for the return shipping but it was not. Our order # [redacted]Desired Settlement: All we are looking for is the return shipping cost and refund for the carpet.

Business

Response:

Hello,

I reviewed the order and the photo of the label and the customer received the correct rug. We have sent the return authorization and instruction on how to return the rug for a refund on 6/**. We would also like to point out the disclaimer on our website showing on all display page:

"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."

Review: I purchased 2 rugs from RUGS USA. I returned them on April **, 2013 following their instructions. On Apirl **, I received an email stating they would issue a refund. I later found out that it was a partial refund because they could not read all the numbers on the shipping receipt to find part of the return. Their return policy states they suggest a tracking number is provided with the return; it is not required. I sent them the receipt showing the tracking numbers for both returned items. They state they cannot find one of the packages and refuse to give me a refund for that item. I have repeatedly tried to speak with them about this matter. They simply delay, tell me they cannot locate the item and then sent me an email stating they closed my case. In addition, the return policy they show on the website is quite different from the actual return policy. I have copies of all email correspondence and a copy of the shipping receipt.Desired Settlement: I would like a refund of the $79.98 that is still outstanding.

Business

Response:

Hello,

For customer's order [redacted] we reviewed the order when the customer called for a refund. Since the customer did not have a return tracking for the rug or rug pad we contacted our warehouse to confirm receipt. Our warehouse confirmed the rug has been returned and a full refund in the amount of $289 was submitted back to the customer. The rug pad goes back to our manufacture. We did not refund the customer for the rug pad because she could not provide return tracking and also the manufacture confirmed the rug pad has not been returned. The customer provided us with a shipping receipt that was not legible. We have update the customer on the reason a full refund has not been submitted and would gladly reimburse for the rug pad if the customer could provide shipping proof.

Business

Response:

Hello,

The customer can not provide a receipt that is legible enough to even obtain a tracking number. We do not hassle the customers for a return tracking number and can usual request an update from manufactures or our warehouse depending which facility the item is returned to. Once again, The refund can not be processed with out a working tracking number or confirmation that the item has been received. The warehouse confirmed the rug has been received, hence why the refund was processed accordingly. Prior to responding to this claim we have contacted the manufacture where the rug pad should have been sent and they confirmed both rug pads have not been received back. We also advised the customer to return to the shipping carrier to obtain the information regarding the shipment of rug pads.

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:

1. Their response proves that the return policy on their website is misleading and deceptive. The return policy says a tracking number is NOT required - so why are they requiring it now? 2. I sent the tracking receipt! One of the reasons the tracking receipt is difficult to read is because I initialy threw the receipt away when I was informed that I would receive my refund. After I was informed that I would not receive the full refund, I had to sort through trash to find the receipt to send to them.

RUGS USA has deceptive and misleading business practices. I complied with their stated return policy and they refuse to refund my money. I did everything to comply with the return policy. Where is my refund? They have internal processing issues - NOT MY PROBLEM.

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

Sincerely,

Review: On April ** my Visa Credit Card was billed for $216.00 for a rug order that I cancelled over the phone . I ordered two rugs and was notified they were on back order and they did now know when they were going to get them back in stock. They cancelled my order over the phone and they sent me a cancellation email. I found the same rugs through another company and have received and paid for them.

On Friday, May **, I received the rug order of two rugs that I had previously confirmed cancelled with Rugs Usa.Desired Settlement: I want my credit card refunded for the product charge of $216.00 and I want any shipping charges to ship back the rugs to you refunded to me or paid for in advance of my shipping them back.

This was not my error , it was the company's error and I should not have to pay anything out of pocket for this inconvenience.

Business

Response:

Hello,

I reviewed the order and it shows all 3 rugs were delivered to the customer. The order was never requested cancelled prior to shipping. However, we will issue the customer 3 courtesy return labels to return the rugs at no cost. Once the items are received back in the warehouse , a full refund will be provided to the customer.

Consumer

Response:

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

I have not received return postage from the company to return the rugs and the charge is still on my credit card. I request the company send me postage paid for two rugs so I can return them promptly.r Answer Here]

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

Sincerely,

Business

Response:

Hello,

I have reviewed the order and saw three shipping labels were created and e-mailed on 5/**. As of today, we have resent the e-mail with the labels attached. Once the items are returned to the manufacture a full refund will be submitted.

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 am in recipient of the shipping labels and will promptly return the two rugs. Please expedite the credit to our Visa upon receipt of the rugs.

Sincerely,

Review: I ordered an area rug and 2 matching runners. When I ordered it gave the standard message of that it usually ships within 4-6 days. There was no indication that any of the products I ordered were on back order. Approximately a week later, I received 1 of the 3 rugs. Attempting to call, was a fail, so I sent an email. When I finally received a response, I was told there was no indication as to when the rest of the order would be delivered and to 'let them know immediately' so that they could notify the warehouse. How is customer service telling me to do anything immediately, when they certainly aren't doing anything immediate themselves? I found it insulting and after relaying that message, the customer service rep continued 2 times after telling me to notify her 'immediately' if I wanted to cancel.

I ordered these rugs on December [redacted]. Last week, my order finally had an expected delivery date- February [redacted]. I did not pay $350+ dollars to receive an order in 2-3 months, unexpectedly. If I were to cancel the rest of the order, I will have paid for a rug that will no longer match whatever other runners I find. Explaining time and time again the same issues to their customer service reps has left me with 0 answers, and rare responses.

When I explained to the customer service rep that I wanted my order cancelled and I no longer wanted my area rug and that I feel it should be their inconvenience to remove it under my entire living room set, and not mine she simply responded with the same copy and paste line that my order was on backorder, thanking me for my patience, and that they do not provide free shipping return.

I am not patient anymore, I don't know why she was thanking me for that. I am sick of run around answers and no resolution after their poor service.Desired Settlement: Cancel the order that is taking 2-3 months for delivery, burden yourself with the return , and refund me $350+.

Business

Response:

Hello, We have canceled and refunded the item that was on backorder. The amount of $99.45 was refunded back on the original method of payment. We understand you wished the units to match and we apologize. We have provided you a return label to use to return your item at no cost to you. Once the item is returned, the full purchase price for the item will be refunded.

Review: I ordered a rug from Rugsusa.com on 10/**/2013. I received an email from rugsusa.com on 10/**/2013 stating my order had shipped. I checked the UPS tracking number frequently in the days following the confirmation of shipping and it showed a label was created but the order was not actually shipped. I called rugsusa.com on 10/** and was told they had a 24-72 hours call back time from their warehouse. I called again telling them this was not acceptable and needed the issue to be escalated. I left a voicemail with a [redacted] (left a voicemail) on 10/**, and had not received a call by the next day. I called again and was told no [redacted] was available. Very poor customer service. It is completely unacceptable to tell a customer an order has shipped if that is not the case.Desired Settlement: I need a manager or above to call me and tell me they are expediting my order (next day delivery) at the company expense. I need this to happen within 24 hours of filing my complaint and the shipment of my order to occur within that same time window.

Business

Response:

Hello,

While reviewing the order, I saw the rug's tracking number was generated after it was loaded onto a ups trailer. Ups picks up 2-3 times a week and due to the shipment being over 1000 rugs , ups does not scan all the item upon pick up but at their processing center. Ups has updated the rug can not be located. The customer did not provide a phone number on the order , therefore an e-mail was sent with all of the following information. As of today, a second e-mail notification has been sent and a rush refund has been processed.

Review: I placed an order with Rugs USA on August [redacted], I was notified that my order shipped on August [redacted]. Then, on August [redacted], I received the following message from their customer service staff:

" I regret to inform you that the item on your order # is not in stock. For the inconvenience, you are being issued a $15 complimentary Gift Card. Your Gift Card code is: [redacted]. Please submit this code in the Gift Card box option (not the promo code box), to redeem your credit (These codes can be used in conjunction of the promotional codes). The Gift Card Code expires on 9/*/2014. Since we are unable to fulfill your order, this item has automatically been cancelled. A full credit for this item has been submitted to your account. Please allow 3 - 7 business days for the refund to fully post on your account. Once the transaction has been completed on our end you will be notified via email to confirm your refund was issued. We apologize for any inconvenience this may have caused and want to thank you for your continued patience in this matter.

King Regards,

Rugs USA Customer Service"

Today, exactly two weeks later, I contacted customer service as I had not yet received my refund via credit card. I was guaranteed, with attitude, as if I was lying, that I had received a refund and it was processed on August [redacted]; the customer service rep. provided me with a reference number stating I should call my bank to see why the refund wasnt posted. I hung up the phone and quickly received a call back from customer service stating that there had been an error; apparently, their accounting department had "accidentally deleted my refund posting to my credit card so they issued me a check and sent it by mail on August [redacted]". No one notified me of this incident or contacted me to ask if I preferred a refund by check in place of a refund to my credit card. This was an error made on their end, I should have been consulted with and notified of the error before they made a decision to issue my refund in the form of check instead of original payment method. I dont event know what address the check was sent to and have yet to receive it! Rugs USA has now inconveienced me and held my money for exactly 1 month. I left a message with the customer service rep asking a [redacted] to contact me and have not yet heard back.Desired Settlement: A full refund on my credit card, immediately.

I would also like a retrun phone call from a [redacted], manager, owner...someone other than your customer service representative.

Business

Response:

Hello,

I reviewed the order and communicated with my accountant department. The refund was processed in the form of check. The check was sent via usps on Tuesday 9/*. The check has been mailed to the billing address on file : [redacted]. We apologize for the mix up and assure you the check refund is on it's way.

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]

Turns out I was lied to as I was told a check was issued on August [redacted], without my permission, and have yet to receive justification or an apology. I did not ask for a check and did not give permission or notification of a check refund. I should have received my refund in the original payment form, within your guaranteed time frame. I am appalled by your customer service. I still have not received a call from a [redacted] as requested 3 days ago.

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

Sincerely,

Business

Response:

Hello,

I reviewed the order, The check number for your reference is check # [redacted]. The mailed date was 9/* and is currently still in transit. We apologize the original form of payment could not be processed. However, the refund had to be processed the next possible way which is via a check. The check always gets mailed to the billing address on file.

Consumer

Response:

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

[Your Answer Here]

The check was received. I still have not received an apology for issuing a refund in the form of a check without my permission, OR never receiving a phone call from a [redacted] to discuss. Bottom line, I will NEVER do business with you again, or recommend you.

BUYERS BEWARE! THIS COMPANY IS FRAUDULENT AND HAS HORRIBLE CUSTOMER SERVICE & BUSINESS PRACTICES.

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

Sincerely,

Review: RugsUSA agreed to provide a 60% discount on a $1503 rug, purchased 3/*/2014, and I was told to pay the full price to initiate the order and that I would receive a refund of $901.80 to my credit card in 5-7days. Each week or so I would call to check on the status of my refund and each time I was told "they've resubmitted the request for a refund" or "escalated the issues," and yet nearly three months later I have yet to receive my refund. I agreed to purchase a rug for $601.20, and instead was tricked into paying $1503 with the false assurance that I would be refunded the difference in a timely manner.Desired Settlement: I would like the 60% discount of $901.80 refunded to my credit card.

Business

Response:

Hello,

I reviewed the order and saw the customer purchased an item that did not qualify for the 60% sale. The qualifying rugs are specifically marked with a red tag. The customer called us after placing the order to make the adjustment and was informed this item was not part of the sale. However, customer service did submit the request to a [redacted] to seek approval. We can only offer the customer a 45% off this order or a free return for a full refund. As of today, the customer accepted the 45% discount and a credit has been submitted back to his credit card. 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:

[Your Answer Here]

I'm not pursing this further as RugsUSA has told me they will not honor the promised 60% discount. However, to address their response, I requested the discount BEFORE placing the order and was told it was approved by the [redacted] at the time. I was told to pay the full price online and I was receive the refund back on my account in a few days.

When I spoke to RugsUSA today I was told that the customer service did not have the authority to promise me a 60% discount and I was offered me option to return the rug or accept a 45% discount. I accepted the discount since my company is paying for the rug, but had I known it would be this much trouble I wouldn't have bought it. I like the rug, but I would not do business with this firm again. If customer service makes a promise they can't keep, the company should still honor it. As a customer, I should not have to suffer the consequences when the accounting and customer service departments aren't communicating properly.

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

Sincerely,

Review: I ordered 3 rugs from Rugs USA on Feb *, 2014. They arrived at my home on 2/**/14 and 2/**/14 via UPS. As soon as the rugs arrived, I opened them and immediately discovered 3 things:

1) All 3 rugs are hemmed crooked

2) The selvage is showing on 2 of the rugs

3) The color was misrepresented on 2 of the rugs.

I immediately contacted the Rugs USA customer service and spoke with [redacted], on 2/**/14. The return process was started on 2/**/14, with me sending pictured of the defective rugs. [redacted] told me she would have to contact the manufacturer to request a paid return label. On 2/**, I received this response from [redacted] "Thanks I have sent the pics to the manufacturer and will get back to you asap when I hear from them"

Fast forward to 3/**, 3 weeks later. I still hadn't received anything from [redacted] or Rugs USA regarding the return tags to send the defective rugs back. I emailed [redacted] to inquire about the return, turns out she emailed return labels to a different email address and they had been tagged as spam and the return labels included were expired. So I asked for her to send new return labels and let me know when they were sent so we could sort through the SPAM folder to find them. That was the last day I heard from her (3/**/14). No return tags have been received and she has not answered my emails asking for an update. I emailed her on 3/**, 3/**, 4/*. With zero response.Desired Settlement: I would like my money back for the entire cost of the 3 defective rugs in the amount of $127 and PAID return shipping.

Business

Response:

Hello,

I reviewed the order and saw that the original ups pick up information was e-mailed to the customer on 2/**. The label was also sent a second time on 2/**. We have now re-issued 3 new pre paid return labels and e-mailed them to the customer. ( please find attached)

Review: I paid for two orders of rugs and never received them. It says on their website that it takes 2-5 days to receive their products yet here we are two WEEKS later and I still haven't received the rugs. I contacted Customer Service over 10 times through both email and phone to resolve this issue and they didn't do anything to correct it. I still haven't received the products that I paid for.Desired Settlement: I want my money back.

Business

Response:

Hello,

Rugsusa charges at the point of sale and we were not authorized for payment. The customer called us to inquire about the orders a day after they were placed due to us sending error in payment e-mails. Our system stated the error message was due to the customer's billing address not matching the address where the credit card statement is mailed. We have advised to confirm the information with her bank before calling us to try the card again. Since order [redacted] and [redacted] were left pending for more than 5 days the system automatically cancelled them due to payment failure.

Review: This was the WORST experience I have ever had with a company. I wish I could give 0 stars.

1. We received the wrong rug, which happens, I get. The problem I had was the customer service. I have had 26 emails and countless calls placed to get this figured out. Every time I call I get put on hold and several times, someone never came back.

2. When I called, I was told that I could not talk to a manager because they were just going to tell me the same thing that the woman was already telling me. All I wanted to know was what the next step was in getting the rug back (I was told I would have to pay for a prepaid return label for a wrong order).

3. I was also told that emails are answered in the order they receive them. When told this, I emailed every day for 5 days straight and received no response so there must be LOTS of complaints. The longest I have gone now is 16 days with no response.

4. It took another week for someone to verify the information that it was in fact the wrong rug even though I sent pictures as proof.

5. I was then told that my return claim was processed and would hear something soon. TWO weeks went by before someone would answer me just to find out that the return claim was NOT processed and nothing had been filed in the system so after a month of back and forth we were back to square 1.

6. It has been 2 and 1/2 months and I still have not received my refund. To top it off, the original rug that was not sent to me, is now out of stock.

7. The tracking for the rug we sent in says that it was checked in on Sept 1 and signed for yet we have not had any notification that it was received nor have we had any response to emails asking where we stand. We have since contacted them several times about our refund. We STILL have no solution.Desired Settlement: We just want our refund. This has been the worst experience ever. You would think they would want to save business with customers and take care of issues promptly but every single customer service person we have talked to has given us the run around and has told us something completely different than the person before. Most places would offer a gift card or percentage off but we want OUR money back.

Business

Response:

Hello, We apologize for the frustration experienced with this order. We will email the customer directly with details regarding their refund.

Review: On February [redacted] I ordered two rugs; the large one was delivered with a flaw. I've made several attempts to get them to either pay return shipping so that I can order a new rug (they offer NO exchange or replacement options) or provide a discount to compensate for the flawed rug. To date there has been no response. A detailed timeline of events is below - the same information was emailed to RugsUSA.com on March [redacted]:

On February [redacted] I placed an order. I received the order on February [redacted] and the large rug had a flaw. It has since been a nightmare trying to get this situation resolved. Below is a timeline of events:

February [redacted] - placed order

February [redacted] - received order

February [redacted] - emailed you about the flaw

February [redacted] - received your automated response to my email

February [redacted] - called the 800 number and after waiting on hold literally hours I spoke with [redacted] who directed me to email pictures of the flaw

February [redacted] - sent email with pictures of flaw - NO RESPONSE

March [redacted] - emailed AGAIN requesting status - NO RESPONSE

March [redacted] - responded to your customer service satisfaction survey noting my frustration with the process: NO RESPONSE (can you believe it!)

March [redacted] - called the 800 number and waited over an hour, the customer service rep said [redacted] was out and assured me that one of them would call me the next day

March [redacted] - [redacted] called and said she would have to contact vendor again about the flaw

March [redacted] - [redacted] emailed me and asked that I send the pictures of the flaw again as she and the vendor had both DELETED them

March [redacted] - email the pictures to [redacted] AGAIN - NO RESPONSE

March [redacted] - send email inquiry on status - NO RESPONSE

March [redacted] - called [redacted] directly and left a message asking for a return call and status update - NO RESPONSE

March [redacted] - called [redacted] AGAIN and asked for a return call

March [redacted] – emailed detailed timeline (basically this information) – NO RESPONSE

March [redacted] – received email from [redacted] that she was reviewing her messages and emails and would contact me – NO RESPONSE

In the meantime, one of the rugs that I needed to reorder as a replacement became out of stock and is not expected to be available until late May (if then). Had I received any sort of timely response, I probably could have had the rug already. Certainly I could have ordered from another source and be enjoying my new rugs as we speak.

The level of customer service I am receiving is riduculous - I am very frustrated with this process. Why wont someone contact me? It is not my fault the rug has a flaw and therefore I should not have to pay the return shipping or keep a damaged item without compensation. The sad part is, I actually like the rug.

This has gone on for well over a month and there is seemingly no end in sight since I cannot even get you to respond to me.

Please contact me ASAP with a solution to this problem or I will be forced to contact the Revdex.com and file a complaint. [redacted] ###-###-####

Order # [redacted]Desired Settlement: I would like them to give me a discount to keep the damaged rug (at least 45%) or pay the return shipping AND the delivery shipping for a new/replacement rug (that is not damaged). Honestly I just want this resolved so I can never deal with this company again.

Business

Response:

Hello,

I reviewed this order [redacted] and saw the initial contact with [redacted] was on 2/** ,one day after the rugs were delivered. The phone call was about the rug( items CL136HK245A-18026) being a portrait design and not a landscape design. ( please see a photo on our website reflecting a portrait design). The customer requested information on how to get this rug in the landscape and was advised the rugs are fit to scale and the smaller size tends to show just one panel design versus the larger rugs reflecting the entire design of collage of panels in a portrait display, however the manufacture can not guarantee which panel is displayed on the rug. As for the second rug ( item CL136HK245A-18026) the flaw the customer is referring to is a loose loop. This is not uncommon for a hand hooked rug and can be easily cut with a scissor.

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 have contacted them multiple times over the last 6 weeks and never once was I told to cut off the loopS with scissors. If I cut off the loose loopS, there will be a hole in the rug where the missing threadS should be. I did not pay over $100 for a rug to start out with a whole in it. The issue of the orientation of the other rug was resolved several weeks ago - if they had responded to the communications they would have seen that the issue was resolved - hence why it was not in my original complain with the Revdex.com.

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:

[Your Answer Here]

There is still no response/information from RugsUSA. It has been over three weeks since I filed the original complaint and there has been no meaningful communication or resolution - even though the Revdex.com is involved. They clearly have no intention of rectifying this situation. I am tired of dealing with this; I will consider this a very expensive lesson learned. In an effort to maintain sanity, consider the case closed.

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

Sincerely,

Business

Response:

Hello,

We apologize for the delay. It seems that our manufacture dropped the ball on our return request. As of today, a return label has been issued to the customer. Please refer to return tracking number [redacted].