RugsUSA.com

Review: Problem #1: May *, 2015 an order was put in for a $33.00 large burgandy indoor/ outdoor rug by my mom. Was to be sent to my address on complaint form. They deliberately advertise delivery will be within 48 hours. Its May **, 2015 NO RUG to-date!

Problem #2: May **. 2015 I ordered (2) rugs - (1) I cancelled. That was done ok. But still awaiting the refund. Not the problem thus far. The problem is that Order #[redacted] - the other rug was for a Rug called Razzle - today May **, 2015 this very inferior looking rug low quality graphics called Splash was sent. Not the rug but a low end version and different but similar graphic. Just terrible.Desired Settlement: I do not want to pay for any of this companies products - I made it through the earlier orders fairly unscathed - now I see why they are sooo cheap! They have turned into a messy mess - Sooo...I will not be sending this rug back - waaay too much trouble - WRONG ITEM! I wish to receive my refund - do not want to deal with them any more. The cancelled rug refund is due also: $10.00.

Instead of refunding my mother's credit card - please refund all the rugs: $33.00 & $20.00 only to my debit card directly please.

Total Due asap please: $53.00. They have my debit card info. and owe me for (3) rugs.

Business

Response:

We apologize for the delay in order [redacted]. We show this order has been successfully delivered. Order [redacted] has been refunded in full, and a new $5 gift code has been issued. If you have any other concerns, please feel free to contact us directly.

Consumer

Response:

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

Sincerely,

Review: My aunt purchased a $700 rug for us from rugsusa Black Friday sale. Due to shipping issues, we did not receive the rug until mid January. 6 months later the rug is falling apart. After not receiving a response to my first email, I emailed again and was told I was outside of my product return window, which would be fine except I'm thinking my product is defective. In no way is it acceptable to pay $700 for a product and it fall apart 6 months later.Desired Settlement: I would accept another rug- obviously not the same one or preferably a refund so I could purchase a quality rug from somewhere else.

Business

Response:

Hello,

I have located order number W[redacted] , showing the rug was delivered on 12/**/13. There are no records of receiving any correspondence in regards to this order. The rug does not have a manufacture warranty. As per our return policy, the customer has 14 days from the delivery date to file a complaint or request a return authorization number to return the rug for a refund. After this time frame has past there is no return permitted.

Review: This company is HORRIBLE!! I purchased a rug in March 2013. The rug did not come within the time stated when I ordered it. I decided to cancel my item, and 5 months later they still have not refunded my money. I literally waited so long for a refund that I forgot all about it! Until a few days ago when I was looking through bank statements and realized they never refunded my money still! It is now August. It seems as if this business waits so long to refund money, they want customers to forget so they get to steal customers money!Desired Settlement: To get my money refunded and for this business to be SHUT DOWN!!! They are awful! And by reading comments on their facebook page, and twitter I know I'm not the only one.

Business

Response:

Hello,

We apologize for the delay. We have a security setting on our order system to refund via check after the order has been older than 3 months. A refund check was mailed on march [redacted]. Our accountant department has confirmed the check was never cashed so we will void the original and send out a replacement. The replacement will be sent via ups so we can keep track of it. A copy of the tracking number will also be sent to the customer's e-mail : [redacted].

Consumer

Response:

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

I canceled the order around 2 to 3 weeks after it was placed. This company claims they send out refund checks once the order is older than 3 months old, because they are not able to access credit card information anymore. Why would I have been sent a refund check if I canceled my order only 2 or 3 weeks after it was placed? I should have had my refund straight to my card. Yes my "refund check" wasn't cashed because I never received one. The tracking number that was sent to me yesterday I'm assuming is completely fake. I have read many places online that this company sends out fake tracking numbers on orders, so I'm sure the one on my "refund check" was fake as well.

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

Sincerely,

Business

Response:

Hello,

The original check never made it to the cusotmer. We voided it and sent a replacement. The replacement check was sent via ups ground this time. Tracking number [redacted], status shows out for delivery on 8/**.

Review: Ordered a rug from RugsUSA.com on December **,2014. My credit card was billed for $302.50 on December **, 2014 and said order was processing. The item hadn't even shipped and my credit card was billed. I was continuously checking the order status of my rug and saw that it still had not shipped after 2 weeks! I sent multiple emails [redacted] to inquire about my order #[redacted]. On January *, 2015, I received an automated response which told me they would get back to me. They never did. I emailed them again the next day and received the same automated response. Finally on January *, 2015, I received a response from a human which said they would look into my order at the warehouse. Again, no further notification was given. On January *, 2015, I received an email from [redacted] that my order had been cancelled! I never cancelled my order. It said "thank you, your order status is cancelled." No explanation for the cancellation. When trying to contact them via telephone no one could provide me with adequate assistance regarding this order. I am very suspicious of this company especially since my order was cancelled without my consent, no refund, and no assistance has been granted. Terrible customer service.Desired Settlement: I would like a FULL refund for 302.50 back onto my credit card for order # [redacted]. I am also requesting an explanation from customer service for their delayed responses and as to why my order was cancelled without my consent.

Business

Response:

Hello, I reviewed the order and saw there was a delay in shipment due to the high demand of the holiday orders. Please note orders are charged at the point of sale and when the order was cancelled a refund was processed. The credit card company usually takes 5-7 business days to update their information and reflect the funds. In some cases they take up to one billing cycle.

Consumer

Response:

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

[Your Answer Here]

I did not cancel the order. Rugs USA cancelled it and sent me an email stating, "thank you, your order has been cancelled." The only reason they finally sent an email stating I will receive a refund in 5 days was when they were contacted by the Revdex.com. My complaint will only be resolved once my credit is refunded.

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

Sincerely,

Business

Response:

Hello, The order was officially cancelled on 01/* and a refund of $302.50 was already put back onto the customers credit card.

Consumer

Response:

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

Sincerely,

Review: I ordered a rug from RugsUSA on July *, 2013 that reached my home damaged. This damage has been documented with RugsUSA and confirmed by the shipping company UPS. The driver noted the damage on the drop off slip and the rug was not signed for. Since then, I have been trying to reach RugsUSA in order to get a return and refund. They have been provided all documentation of this including the UPS unsigned shipping receipt that details the damage, they have received pictures, and numerous emails from me but have NEVER returned a single email or phone call.

A

ll I want is the rug to be returned for a refund but RugsUSA has refused to take any action.Desired Settlement: I want to return the still packaged rug for a full return.

Business

Response:

Hello,

The customer 's rug was damaged in transit by our shipping company ups freight. The customer updated us the rug arrived damaged , however he signed for it and had the rug delivered. Our normal process is to file a claim and upon the conclusion of the claim a full refund or replacement would be provided. The customer signed for the damaged item which caused the delay. As of 9/**, the customer has been refunded in full.

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: We ordered 2 rugs from this merchant. They were the wrong size. We decided to return them which was within compliance with their policy. We received a return authorization number for each rug (after asking 3 times). The return authorization email gave the following instructions:

-----------------

Thank you for shopping with House Accents / Rugs USA, we are sorry that you are unhappy with your purchase. Please follow the steps below carefully, to ensure a full refund of the purchased item. If you have any questions, or need assistance, please contact Customer Care at ###-###-####.

The Return Authorization number for item(s):

200ACR129G-609

RA#: rugsusa-#######

200SBHAC13A-609

RA#: rugsusa-#######

The return address for this item(s) is:

Rugs USA.com

• Re-package your item using the original packaging material or equivalent form of wrapping that will protect the item during shipment. Label the package with the Return Authorization number above.

• Mail your package to the address listed above. Use a carrier that will provide you with a tracking number such as [redacted] or [redacted]. We highly recommend that you insure your package for its full purchase price with the carrier you select as we are not responsible for loss or damaged merchandise that is returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damage.

• Once you have mailed your package, forward the return tracking number to I[redacted]. Please include the Order number, Name on the order, and Return Authorization number. Be sure to save your shipping receipt and tracking number in case we have any questions. Return credits may take up to 15 business days to process. If we do not receive your tracking number we are not responsible for any delays in processing your credit.

Return labels: [redacted]

Notes on Returns

• You have 7 days to return your item from the date you are issued the return authorization number.

• Do not fold, staple or tape any surfaces of the item.

• Returned merchandise must be in new, unused condition. If an item is soiled or damaged it may be refused or incur a 25% restocking fee.

• Rug pads that have been opened may not be returned.

• 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.

• Returns that are shipped to the wrong address will incur a 20% service fee

Kind Regards,

Rugs USA Customer Service

-------------

We live in the area so we decided to drop if off directly at their location. We attached the proper RA numbers to each rug, drove to the above address and left them with 2 friendly employees who assured us that we were doing the right thing. We even took a photo of the rugs, dock, and employee (JUST IN CASE).

We received an email back stating that 1. there were no employees at the warehouse (there was no other business at that address) 2. There were no rugs with return authorization numbers (they were clearly marked) 3. That we were not supposed to drop them off ourselves so even if they do find them Rugs USA will only give us 75% of our purchase price.

We will be taking further action to recoup 100% of our funds.

BUYER BEWARE.Desired Settlement: 100% refund.

Business

Response:

Hello, A full refund is being processed for your order. We reached out to you via email earlier today confirming the refund amount. Thank you!

Company advertised that it would rug item in 48 hours. Shipping label was created but the item never left the warehouse. It's now been two weeks. I have called and set on hold for over ten minutes several times. I have tried the online chat function which does not work. I have also emailed everyday for the last week with no response. They advertise that they will respond within 24 hours. IT's been a week since my first email with no response. I have written on their [redacted] page only to receive a canned response that the marketing team cannot help me and can only forward the request to the customer service team. (Thanks, I've already done that). Basically, there is no way to get in touch with anyone at this company.

Review: I purchased an area rug from RugsUSA.com on July [redacted], 2015. On August [redacted], 2015, I noticed severe fraying on the rug in two different places, both along the seam. This is a child and pet free home, so there is absolutely no explanation, other than manufacturer's defect for a rug to be in this condition after being in the home for 29 days.

I have emailed RugsUSA.com several times and have asked for the issue to be escalated to a manager to attempt to resolve the issue.

Each time, it has taken at least a week and a follow-up email before receiving a response. I have been told that since the 14 day return window and 30 day credit window has expired there is nothing they can do to assist me. Finally, after 3 weeks of emails, I received an email from the customer service supervisor today stating they could offer me a $20 credit for a future purchase. The rug was $112 on a 70% off sale. $20 will not compensate for a new rug, which is required.Desired Settlement: I have repeatedly requested that a replacement rug be sent out. I would still like a replacement. If they are unwilling to send a replacement, I would accept a full refund. But any other outcome will not resolve my issue.

Business

Response:

Unfortunately, We cannot meet the customers desired outcome. Any issues with the rug are to be reported within the return policy. The customer did not contact us until after the return policy had ended. We cannot accept a return of this item, nor refund them for the purchase.

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 asked for a replacement rug for a rug that is fraying as a result of manufacturer's defect. The complaint was filed after the rug had been in the home for 29 days. Technically, this would fall within in the 30 day window that this business is so vehemently standing behind. No rug should be fraying at the seams within 33 days of original purchase. The quality of this product is not acceptable, nor is the response of the business. RugsUSA should admit that this is defective product and send a replacement. I am not asking for a refund or return, simply a rug that is not defective. I have once again attached the image to show the defect. I will not accept any resolution from RugsUSA that does not include replacing this rug. Regards, [redacted]

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

Sincerely,

Business

Response:

The return policy for this item is 14 days as listed on the website prior to purchase. Unfortunately, because of this reason, we will not be able to meet the customer at their desired outcome.

Consumer

Response:

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

I am not asking for a return. Regardless of a 14 day return policy, a defective product should be replaced. No rug should ever be in the home for 29 days and be fraying like that at the seams. I have disputed the charge with my credit card company at this point in time since RugsUSA is not willing to back a defective product.

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

Sincerely,

Review: I understand things can go wrong and am normally a very patient and understanding consumer, but this situation has gotten so crazy. I purchased 2 rugs from Rugs USA and one came in a decent amount of time. I have waited over a month for the other rug, I had to reach out over 5 times via email and phone and was repeatedly told that the manufacturer hadn't given them a status update of my order. I got no followup from them about the whereabouts of my item until weeks later. Using the fact that the vendor isn't responding to them is not an excuse, they are the company that has a service agreement the vendors. It's not MY job to have to chase after a purchase they clearly hoped I would forget about. Then I finally get the rug and it's the WRONG one! I contact them, and they tell me I have to send a picture of the rug to prove it was the wrong one so they can know if it's labeled correctly in the warehouse or if it was entirely the wrong rug (which it is clearly labeled and is NOT the one I ordered). Once again, NOT MY JOB to have your warehouse figured out. So I send pictures, then get back an email saying that they are "sorry I wasn't satisfied with my item" and to "purchase a shipping label to return my item". NO, I didn't even get a chance to be satisfied with the item I ordered because THEY SENT THE WRONG ONE. And NO I won't be PURCHASING a label and spending more money on something that was clearly the company's fault. I have worked in customer service before and never have I come across such a lack of respect for a customer. I don't know what else to do, but to make this report.Desired Settlement: All I want is a full refund (and free shipping labels to give this incorrect rug back) OR the rug I PURCHASED to be sent right away and they should be providing me shipping labels for free for this rug that's taking up space in my house since it was their mistake in the first place.

Business

Response:

We are terribly sorry for the confusion and frustrations experienced with this order. We have issued a call tag to have the item picked up from your home at no cost to you. We will be emailing you the details of the return directly. Once the item has been picked up by [redacted], a full refund of the purchase price will be issued. If you have any additional concerns, please feel free to contact us directly.

Review: I ordered a rug and realized about a week or two later when I went to look up tracking information that I never received an order confirmation email. After searching through my emails I assumed that I must not have ordered it properly so I went onto the website and RE-ordered the same rug. Upon completing that order I noticed a statement at the bottom of the order receipt that said Rugsusa emails tend to get lost in spam folders. At that point I knew exactly what had happened with my first order, I did in fact complete the order but the confirmation email was sent to my spam folder which didn't pull up when I searched my email for the receipt initially. Sure enough, checked the spam folder and there was the initial order info. SO I IMMEDIATELY sent an email to the company requesting cancellation of the second order. I then ALSO went to their contact page and sent a second email specifically directed for 'order cancellation' at the same time. This was all within MINUTES of completing the second order. The confirmation receipt states that all orders must be cancelled within 3 days otherwise you will be charged, clearly I was within this allotted time frame so I waited for a response from the company.

One day, two days, three days go by and NO response. Mind you both of my efforts to cancel the order sent confirmations of their receipt and the statement that someone will contact me within 24 hours. On day 3 I email the company again stating that I haven't heard anything about the cancellation and I expect NOT to be charged for the order. No response. So I call the company that day as well and am told by the customer service people that it appears the order is already being processed and that she will "see" if there is any way to cancel it and get back to me within 24-48 hours.

NO RESPONSE. Shocker.

3 days later I call the company AGAIN after receiving an email stating that my order is shipping?!?! I tell them the same thing, the order was cancelled on MULTIPLE occasions via email and phone and yet it's still getting shipped?? I tell them that I absolutely will NOT be paying for the rug and that if it arrives here I will refuse the package and that I expect a refund of my purchase. The customer service person tries to then tell me that I didn't cancel in time, that my order only shows that I attempted to cancel 5 days after ordering to which I tell her I'm staring at an email auto response from 8 minutes after I placed the order stating my intention to cancel. She has no answer. She tells me that she'll talk to a manager and get back to me and I tell her that's what she said last time and no one ever contacted me so I'd like to speak to a supervisor. "Oh our supervisor is unavailable?" "Ok, well when will she be available, I'll call back!" "No, I can't tell you that, I will talk to her and get back to you." "And how long is that going to take?" "You will hear back from me within 24-28 hours." "That's what you told me last time and never did, so how do I know you will do it this time....." No answer... I tell her that I'm calling Visa to dispute the charge and that I will return the package to them if it shows up at my door and she has no response and surprise surprise, I NEVER heard back either.

I'm filing a formal dispute of the charges with my bank and Visa which is a pain... all over a whopping $140ish ... ridiculous. Then to come on here and see that they have over 150 complaints in the past 12 months and STILL HAVE AN A+ RATING????????????????? Are you kidding me??? Wow, pretty ridiculous. This company is a joke and the Revdex.com should be doing a MUCH better job at accurately representing their reputation as a business!Desired Settlement: Well it's pretty clear what the desired outcome here is, follow your own business policies and REFUND the purchase that I cancelled exactly as instructed to do within the allotted timeframe!

Business

Response:

Hello,

The customer placed this order on 10/**. She contacted us on 10/** the Columbus day holiday to request her order cancelled. On 10/** the tracking number updated and shows the rug was in ups's possession the night before. Usually we offer the customer to re route the package for a $12 ups reroute fee. In some instances if a cancellation has not been processed in time, the customer would be responsible for the return. However, to appease this customer, ups was updated to return the item to sender at no additional cost and we submitted a refund to this customer. Please see ups tracking number [redacted].

Consumer

Response:

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

[Your Answer Here]

As I informed your "customer service" reps on multiple occasions, the order was cancelled immediately following the placement. Please see below my EMAIL CONFIRMATION from your system about the initial cancellation request and note the date and time. And move on to another excuse.... because clearly you are mistaken on your times. This was an auto response from my request for cancellation taken directly from your website contact page.

The third request was made by PHONE on the 3rd business day (October [redacted]) since placing my order when I had yet to receive any response about the initial cancellation and I was never contacted by phone as I was told I would be after speaking with the customer service rep. I THEN received the second email in regards to cancellation that I have copied below. The customer service rep replies on October [redacted] but most importantly go ahead and take a look once AGAIN at the initial email in which she is responding to and note the date & time that this cancellation was sent over, I have highlighted both of which with [redacted].

Re: Order Cancellation

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

Sincerely,

Business

Response:

Hello,

The e-mails responses never promised the order cancelled immediately. They all stated we accepted the cancellation as a request until confirmed. The rug has been rerouted and a refund is being processed.

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]

So now there's another excuse... "According to our policy even though you contacted us in writing on TWO attempts momentarily following your order placement and THEN followed up by phone it still doesn't mean we ACTUALLY cancel your order...." yea that's some good business practice for you. What a scam. I will not accept the business response until I see that refund on my bank account which as of 5 minutes ago is still M.I.A. Seems they are full of excuses so it wouldn't surprise me if yet another trick is pulled out of a hat to once again deny my refund. When the money is in my bank I'll cease the complaint and yet I still urge the Revdex.com to do their due diligence to accurately represent companies like this, their rating should be in the tank... the current rating is an absolutely false portrayal of their business ethics in practice.

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

Sincerely,

Review: I ordered a rug from Rugs USA on 7/**, order [redacted]. Several days later I called to cancel the order, as I had found a different product. The woman on the phone told me the order was cancelled, not a problem. When I asked if there was any confirmation code or anything she said, it's cancelled.

The next day the rug came on the UPS truck. I refused delivery with the note that the order had been cancelled.

I didn't hear anything from Rugs USA for over a week, although via the UPS tracking I could see the order had arrived to their warehouse.

I called Rugs USA and asked the female Customer Service agent what I needed to do to get a refund on the rug they had received. I was told that since I hadn't used a Return Number, I needed to pay a 25% restocking fee -- for a $219.00 order! I said that I was told the order had been cancelled, and that the rug wasn't delivered, so why should I be charged the fee? The item was never delivered and never opened.

I was transferred to a 'supervisor's' voice mail (this was a Saturday afternoon) and left a message there with my phone number. I never heard back.

Several days later [redacted]) I called and talked to the same woman in Customer Service. She said since I returned the item without a return code, I had to pay the restocking fee. Again, the policy on their site says that they give a 100% refund if you are not satisfied. But I cancelled the order so I never should have received it in the first place. I asked the woman to send the rug back to me so then I could request a return number and return it and get 100% of my money back, and she said she could transfer me to a supervisor. I said that the supervisor never responded to me, so that wasn't a solution. She said she would personally email the supervisor to explain the situation, and I said I hoped it would be resolved.

I immediately received an email thanking me for submitting my order issue request, Case #[redacted]. I also immediately received an email advising me they were issuing me a refund for $164.25 -- the price, minus 25% fee.

The next day (8/*)received an email stating my Return was accepted #[redacted]. "We are sorry that you were not satisfied with your item and will take every step to insure your satisfaction. We have received your return request and will process it as soon as possible. Once you receive your return authorization number, consider purchasing one of our prepaid return labels to simplify the return process even further while taking advantage of discounted shipping rates."

I also received a single sentence email from 'Seri Super' a Customer Service Representative that said, "I was advised that you will still be charged the 25% restocking fee due to refusal."

This company told me the order was cancelled. They then held onto 25% of the item cost claiming that it was my fault for 'returning' it when I wasn't even supposed to receive it. Their online policy says that items returned without a return authorization number will be refused and shipped back to the sender -- but they didn't do this!

The exact words on their website on their Easy Returns can be found here: [redacted]

You have 7 days to return your item from when you are issued the return authorization number. Unless the item is defective, you are responsible for all processing fees and shipping costs back to our warehouse. Items returned without a return authorization number will be refused at the warehouse and shipped back to the sender. Area rug padding that has been opened may not be returned.

All items must be received in new condition. If the item is damaged or soiled, it may be refused or incur a 25% restocking fee. Items returned after 20 days, or items returned without an return authorization number will incur a 25% restocking fee. In some instances after your order has been processed, cancellation or changes to the order will not be permitted. Any shipments refused for reasons other than damage may result in a 25% shipment refusal penalty fee.

By placing an order with us, you are agreeing to our terms and conditions, return and cancellation policies.

I don't understand why they insist on keeping my moneyDesired Settlement: I would like my full cost refunded, there is no reason they should keep a 25% restocking fee for an item when I cancelled the order. Period.

Business

Response:

Hello,

As per our website ,cancellations are a request. The representative are allowed to accept the request , but in some instances when the rug is already in the shipping process the order can not be cancelled. We also have stated on our website not to refuse any packages or else the order will incur a 25% restocking fee. The cusotmer requested the order cancelled on 7/** which the ups tracking number [redacted] can show you the package was already in ups's possession prior to the request. The fee is valid and will not be refunded.

Review: I ordered a rug online. The item I received did not look like the picture. The rug I received was dirty and dingy and had a horrible odor. It appeared to be made out of scraps of unused pieces of material picked out of a garbage pile. That is no exageration. My guests commented on how badly it looked and smelled. Some of the pieces of material had pen and marker markings on them. Some of them had adhesive remnants on them. There is no way I will display this rug in my house. It is literally GARBAGE. I notified the company via email requesting a return authorization. It was given to me along with a link to purchase a return shipping label. The cost to return the rug was going to be $80! So, on top of the cost of the rug, I was going to have to pay $80 to return it. I notified customer service a 2nd time stating I was not going to pay the $80 shipping cost due to the fact that the rug was defective. Customer service informed me that I need to send pictures of the defects in order to request a paid shipping label. I gathered pictures and sent them via email. I received no response for weeks so I decided to notify them again asking for a status. Their response was the rug would no longer be eligible for return as it was now outside the 30 day return window (14 days). They claimed they never received the photos. I sent the photos again, this time in 5 separate emails to assure the emails were small enough to get delivered via the email system. I received no response for days. Finally, I received a response that they were reviewing my request. A few days after that they responded a final time stating they could not approve my request to return the rug outside of the 30 day return window and I would have to keep the rug.Desired Settlement: All that I ask is that they stand by their product and accept my request to return the defective merchandise and provide a refund to me. I honestly can't believe that they would even attempt to sell this rug. It is awful.

Business

Response:

Hello, I reviewed this order and saw the rug was delivered on 12/** via [redacted]. The customer wrote us an e-mail on 1/* inquiring how to return the rug. On 1/* our e-mail agent sent the return authorization e-mail on how to return the rug for a full refund. On 1/** the customer wrote back stating the return label was costly and went on to state a complaint. We advised to send us a photo so that we may open a claim with the manufacture that the rug was not as pictured. After 1/** the customer did not send any further corresponding e-mails. The customer is claiming she sent photos , however up until we requested pictures, we have received and responded to all of her e-mails. There is no manufacture warranty past the allotted 30 days after delivery. The customer has had this rug in their possession for 3 months now and there is nothing we can do further with this issue.

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 business has not provided a valid argument as to why the rug cannot be returned. They are correct in saying that I have had the rug in my possession for 3 months now however that is because I have been going back and forth with them trying to get this issue resolved. The rug in question is still wrapped up, laying in the middle of my entertainment room, waiting to be returned. The pictures I sent do not do justice. I wish that someone could see (and smell) the rug in person so that they knew what I am dealing with. I cannot (and will not) even put this rug up for sale as I know that no one in their right mind would purchase this rug. I will say AGAIN...this rug is GARBAGE. If we were talking about $50 or even $100, at this point I would cut my losses and just throw the rug in the garbage. But we are looking at nearly $300 here. And I still have to go out and purchase another rug to be put in the place that this rug was supposed to go. So, now I'm looking at $600 for a rug. I cannot believe that this business is not willing to take this rug back. They are obviously worried they are not going to be able to resell it either. The rug has not even been walked on. I literally took it out of the package, unrolled it and rolled it back up and repackaged it. The only other time it has been unrolled is so that I could take pictures as the company requested. I am just so utterly disappointed at this entire situation. I will never do business with this company again.

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

Sincerely,

Business

Response:

Hello, We are sorry the customer is unhappy with her rug. However, had she reached out to us in the allotted time frame , the rug would have been returned for a full refund. We must abide by the manufacture's policy and they will not take this rug back at this later time. The cause of the odor can not be determined due to the rug being in the customer's possession for 3 months.

Review: I placed an order online on November ** for a rug and paid with PayPal. The rug was shipped from RugsUSA but lost in shipment. According to the [redacted] tracking site, "[redacted]."

My husband and I both attempted several times to contact RugsUSA via their telephone number but received an automated greeting and then waited on hold for over 10 minutes each time.

We placed emails through the website. On Dec **, we heard back from "Ashley G." explaining that a [redacted] claim has been filed, but could take 8-10 business days to be completed. We have emailed again asking for an update twice and have not received any further information.Desired Settlement: I want a refund of the cost of the rug! The business can file the [redacted] claim, but we should have been refunded without any questions asked! The fact that this has taken over a month is ridiculous. Their customer service is a joke. The phone line is not answered, the emails are not responded to! I just want my money back so that I can spend it elsewhere!

Business

Response:

Hello, We have refunded the customer in full for the lost package. The refund has been processed back to the original method of payment. Please allow 1-7 business days for the transaction to post on your account.

Consumer

Response:

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

Sincerely,

Review: I purchased a rug (200FS01-507 (natural) - Greek Flokati) from "rugsusa.com" on 10/**/13. I received the rug on 10/**/13 and filed an online return on 10/**/13. I got a Return Authorization email for order # [redacted] on 10/**/13.

On 10/**/13 I gave birth to my daughter 6 weeks early. My daughter was in the Neonatal Intensive Care Unit until 11/**/13. The return policy stated in a "Return Authorization" email that I received from rusgsusa.com on 10/**/13 that "You have 7 days to return your item from the date you are issued the return authorization number." By this policy I should have returned the rug by 11/*/13. From 10/**-10/** I was hospitalized for the birth of my child. From 10/**-11/** I stayed with my child all day everyday in the Neonatal Intensive Care Unit.

I called rugsusa.com on Friday, 11/** to ask to speak with [redacted] about getting a refund for the rug because of the extenuating medical circumstance. I was told [redacted] would call me back, and I haven't heard from her. I sent an email to rugsusa.com on Monday, 12/* and haven't had a response. I called on 12/* and spoke with a worker. He spoke to [redacted] and said they would give me a store credit minus a 25% restocking fee.

Rugsusa.com advertises "Easy Returns" on the top of their homepage. This is misleading. The returns aren't easy at all! They only give you 2-4 weeks to make a return. They make you pay the full shipping. They don't make exceptions for medical circumstances. [redacted]) has easy returns. They allow a 30 day period for returns. They only make you pay for a partial amount of the return shipping.Desired Settlement: Because of the extenuating medical circumstances, I would like rugsusa.com to issue me a full refund in the form of a check (not store credit). It is clear that I had the intent of making the return within 14 days because I initiated the Return Authorization on 10/**/13. My daughter was born on 10/** and faced serious issues in the Neonatal Intensive Care Unit (10/**-11/**). My first priority was her health and staying with her in the hospital during that time. I realize that this doesn't conform to the 14 day return policy, but I ask that the company demonstrate good customer service by making an exception in this situation.

Business

Response:

Hello,

When reviewing the order [redacted], I saw that the rug only has a 14 day return time frame. The order was placed on 10/** and was delivered on 10/**. As per the return authorization notification that is sent to the customers who have requested a return, you have 7 days to return the rug after receiving a return authorization number. It also states if the rug is returned after it's allotted time frame a 25% restocking fee will apply. Due to the customer's situation [redacted] has approved the return for store credit. The restocking fee has been waived and the customer was informed a voucher code will be issued in the amount paid ($121.30).

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 carpet .it was delivered to my billing address instead of my shipping address..they left the carpet in the backyard of the house that they delivered I too. no one signed for it. I've tried to call them. they don't pick up. I've been emailing them for a week now asking them to pick up the carpet and deliver it to the right address.the carpet is big and heavy. I can't lift it .it also won't fit in my car. they're telling me to return the carpet if I'm not satisfied. they're sending me return labels they they want to me to pay for. I never stated that I want to return the carpet. they first told me that it was delivered to the right addess. I called UPS and they told me it was delivered to [redacted],which is my billing address. I'm sorry that I'm talking in circles, but this is so frustrating. I just want my carpet delivered to me. thank you

[redacted]Desired Settlement: I would like RUGSUSA to please pick up the carpet from the wrong addess and delivered to the right addess. [redacted]

Business

Response:

Hello,

After reviewing the customer's order, I saw that the customer entered two addresses in the ship to field. Ups defaulted to the [redacted]. This is the customer's error ,however we are able to assist by offering a discounted ups pick up from one location to the next. The offer for the ups call tag is for $20.38. Once the customer accepts the offer we will e-mail all the details and tracking number to track the progress.

*The customer service supervisor's point of contact is [redacted].

Consumer

Response:

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

[Your Answer Here]

I did not put 2 shipping addresses .theres not even space to put 2 shipping addresses. I filled out the order form.one spot for billing address and one for shipping address. if you were to go to their web site , you will see. they made the mistake of shipping it to the billing address. I just want my carpet delivered to me. I shouldn't have to pay for their mistake.

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 NOTbeen resolved because:

[Your Answer Here]

Hi, I know I didn't put 2 addresses for the shipping. And if I did put 2 addresses they should have contacted me asking me which address to send the carpet to. The carpet is ruined.UPS left it in the back yard . It's rained and snowed . I'm a single 53yr old women weighting 100lb. I couldn't lift it.I can't fight with these people anymore.

[redacted]

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 inconvenience, however we are offering a suitable resolution. We have fulfilled the order according to the information provided by the customer. At this time there isn't anything we can do in regards to a replacement or refund. The order has been filled.

Review: I purchased two rugs online and upon receipt of them saw that they were extremely poor quality. I went through the proper channels and took the proper steps to return the rugs. I returned them as one package, the same way they arrived, and included both of the return authorization numbers on the label. I then tracked them and the tracking number shows the rugs were returned on December [redacted] to their warehouse via [redacted]. I emailed them more than once regarding a refund and even called. But they did not respond to my emails and when I called they didn't help me, but instead left me on hold for over an hour until I finally had to hang up.Desired Settlement: I want my refund of $78.

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 my rug on Thanksgiving it was on sale for 80% off the rugs original price was $269 it was supposed to be $53.80 on sale. When we checked our bank statement we realized we had been charged full price as soon as we found out we called and after waiting on hold twice in one day for over 30 minutes (we were somehow disconnected the first time) we were told the refund will be issued and 3 to 7 days which is acceptable, however it's now been 6 business days and I still have yet to receive my refund. I called again this morning and spoke to one of the representatives she said she would send an urgent message to the accounting department, what I find ironic about the situation is first the lack of empathy or urgency to resolve an issue, just a phone call and a woman banging on a keyboard saying she's sent an "urgent" message, the message should have been urgent on day one, and secondly how quickly they were able to take out the full dollar amount of $269 but yet it takes "3-7 days" to refund the $215. We have called 2 times since the first time and they just kept telling us that it would be 3 to 7 days no resolution of the issue no refund had been made. As you can imagine with the holidays it's already hard enough when it comes to money. Because of their lack of customer service we have now been unable to pay some of our bills. After I got off the phone with the company this morning I did some more research and it turns out I wasn't the only one that had the same issue on Black Friday all of the complaints were regarding the "80% off sale" and everyone was writing about how they were charged full price and now facing difficulties getting their refund issued. I really think something needs to be done about this company and the lack of customer service there is no reason why an item that is supposed to be on sale is being charged at a full price we have now received the merchandise which is fine however the fact of the matter is that it's now been 11 full days and 6 business days and still no refund I want to be able to get the word out there so that way no other customers have to deal with the same thing that my husband and I have been going through for the past two weeks. If the company is doing something wrong (which seems to be the common concensous) someone needs to know about it and I'm hoping that the Revdex.com is the correct place to reach out and have this matter resolvedDesired Settlement: We just want the money back that we are owed. ($215)

Business

Response:

Hello,We apologize for the inconvenience experienced with this order. Please be aware a refund of $215.20 was processed on your account on 12/*/15.

Review: I ordered a rug from Rugs USA. I called 2 weeks after receiving the rug reporting that it was pulling and seemed to be pulling apart. I was told to cut the pulls and it was normal. When I expressed hesitation and said I thought the rug was going to unwind, I was laughed at and told that If that happens I could return it. I actually asked the woman to put it into my account that I called and she said that. I called back because the rug was in shambles, the pulls have now gone right down to the backing. . I was told they would take it back so I didn't pay attention to the return policy. If I wasn't assured they would take it back I would have returned the rug at the 2 week mark. Even though I was told I could return the rug they will not honor that statement. They can see that I called and the woman wrote in my account, but they won't do anything. Customer service has been polite and understanding, but says they can't do anything. I talked to the supervisor and she can't either. She doesn't have another number for me to call and doesn't know the contact information for anyone above her.Desired Settlement: I want my money back for the rug. I will send this one back, it is now trash the pulls are so bad. It looks like a 10 year old rug not a brand new one, that cost $400

Business

Response:

Hello, These items carries a 30 day return policy that begins the day the units are delivered. These particular items were delivered to the customer on 9/**/2015, and the return policy expired on 10/**/2015. We will no longer be able to accept the return for these items and no refund can be issued.

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 first contacted the company 2 weeks after delivery. Well within the warranty. I was told to cut the pulls. When I said I thought the rug would unravel and come apart I was laughed at, the woman told me not to worry and if that occurred they would take the rug back. I was skeptical and asked the woman to make note of that on my account. Now that the rug is indeed falling apart the company won't honor what their customer service said, and are stating that she told me the wrong information. Even though it was noted that I called at the 2 week period and that the rug was pulling up at that point. To complicate matters the woman who I spoke to is no longer working at the company so they can't confirm or deny what she told me. So even though I followed the exact directions from their customer service they won't honor what was said. This is unacceptable to me, I would have returned the rug at the 2 week mark if the woman didn't tell me not to worry and they would take the rug back.

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

Sincerely,

Business

Response:

Hello, Unfortunately we will not be able to accept the return on this item. We apologize for the inconvenience experienced.

Consumer

Response:

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

[The company is totally disregarding the face that someone from their customer service department told me they would take the rug back if the pulls continued to unravel. They have continued and now they won't honor what was stated by their employee. The manager has admitted that the company gave me false information, the I was misled to believe the the rug could be returned. I am not satisfied with the statement that they won't take it back. ]

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

Sincerely,

This is the third time that I purchased a rug from RugsUsa. The first two experiences went well. This last time has been a nightmare. They sent me the wrong color rug. When I asked for a return, I was told to submit pictures and they would let me know if they would accept my return. Eventually they did, however I was to pay for shipping. When I protested I was told that they sent me the correct rug. When I sent side by side pictures showing clearly that the rug I ordered was clearly red and the rug I received was clearly beige, I was ignored. I tried calling twice, but both times I was put on hold for more than 20 minutes and then disconnected without speaking to a person. When I emailed asking to speak to a person, I received no response. Since there is a limited time within which I will receive a refund, I'm going to have to give up and purchase a return shipping - but what a rip off! I don't feel that this is an ethical business.

Review: I purchased an overdyed purple kilim rug for my daughter's nursery. It was not immediately apparent but I soon noticed that the color was rubbing off on my daughter's clothes (she is crawling) and on our socks. I am concerned about it being unhealthy for her and I wanted to return this rug. I contacted the company and spoke with several people. When I spoke with [redacted] she told me that she had spoken to her [redacted] and the rug could be returned and that she would be emailing me the forms. I waited for 48 hours and had not received the forms. When I recontacted the company I was told that I could not return the rug as the 14 days of their return policy and elapsed and that furthermore that they had written that the carpet was over dyed and that was their way of telling the customer that the carpet would transfer color. I have spoken with several reputable carpet companies and they assured me that over dyed carpets should NOT transfer color. I simply want to return the carpet for a full refund or for store credit. It is outrageous that Rugs USA are allowed to misrepresent their products without any recourse. Additionally, the response that a return would be accepted then quickly a change of mind is not right. I feel that the sale of unhealthy and unsafe products is unethical.Desired Settlement: I simply want to return the carpet for a full refund or for store credit.

Business

Response:

Hello,

I reviewed this order and saw that the rug was delivered on 10/**/13. The customer contacted us on 01/**/14 about the over dyed rug coloring rubbing off. We informed her this is normal for this type of rug. The dye is heavily compensated to create the "over dyed" look. The customer is outside of the return time frame , there is no manufacture warranty past 30 days of delivery and the rug has been in use for 3 months. The rug is not defective and can no longer be returned.