RugsUSA.com

Review: I ordered 2 rugs- one on 10/** and one on 10/**. RugsUSA had no problem immediately withdrawing the money from my accounts. However, I have only received 1 "shipping" confirmation for 1 rug on 10/**, and there is no tracking information available. It is 11/*. I have been told it takes 4-6 days to process the 3 different times I called customer service prior to today. Today I called asking about the status of the "shipped" order along with the 2nd rug and the woman "Terry" told me it takes 8-10 days and would email me back. No email back so far. I placed these orders on those dates based on what the website claimed the processing and shipping time would be. I needed them for my daughter's birthday party this Sunday 11/**.

I researched the company and apparently I am not the 1st person to have this problem. I myself have worked in sales and customer service for over 12 years and this is unacceptable. I want the goods that I already paid for.Desired Settlement: I want these products that I already paid for:

Order #: [redacted] [track] Destination: Two Belles Catering Company

USA

Name: [redacted] Ship Method: UPS

Date: 2013-10-** 15:06:19.000 Gift? This order is not a gift.

Product Qty Unit Price Adjustments Subtotal [redacted] (brown) - Chevron 1 $228.00 ($148.20) $79.80

Adjustments: Promotion ($148.20)

Subtotal:

$79.80

Shipping:

FREE!

Sales Tax:

$0.00

Grand Total:

$79.80

Order #: [redacted] [track] Destination: Two Belles Catering Company [redacted]

USA

Name: [redacted] Ship Method: UPS

Date: 2013-10-** 19:32:35.000 Gift? This order is not a gift.

Product Qty Unit Price Adjustments Subtotal

200OWCHV01-311057 (black) - Chevron 1 $58.00 ($37.70) $20.30

Adjustments: Promotion ($37.70)

Subtotal:

$20.30

Shipping:

FREE!

Sales Tax:

$0.00

Grand Total:

$20.30

Business

Response:

Hello,

The order was placed on 10/** Sunday. The website states rugs will leave our warehouse in 6-8 business days. This order is still currently in processing. The rug was pulled and loaded onto the ups trailer. Customer was provided with tracking number [redacted]. Since we ship over 1000 rugs per shipment ups does not scan the item upon pick up, instead updates the tracking during their processing.

Consumer

Response:

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

[Your Answer Here]

I was indeed provided with a tracking number for 1 of the items on 10/**. Every time I tried to "track" the item it would give no information and simply stated "label created 10/**." When I called I was told by the customer service agent that she was going to call the warehouse to see what happened and would email me back with an update. Still no update. I again tried tracking the item and it's giving me the same response even though it's 11/*.

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:

I still have only received 1 of the 2 rugs. I received an email from RugsUSA stating that they would "check the warehouse." This is the same excuse I got almost 2 weeks ago.

Sent from my iPhone

Business

Response:

Hello,

We apologize for the delay. We have created a new order [redacted]. The order was rushed to our warehouse for speedy processing. The delay was due to our warehouse relocating and stock being moved. Again, we apologize and are on top of the situation.

Review: I placed an order with Rugs USA on November ** (order [redacted]). I ordered two rugs and one rug pad. One rug arrived damaged, but the damage was hidden by a plastic wrap. I contacted Rugs USA after opening the rug, and noticed that it was damaged. I sent an email with a photo of the damage. When I didn't hear back I called Rugs USA, and was told that a return needed to be placed within 14 days. After reviewing the return policy, I did not believe that this would qualify as a return. I was not returning the item because I didn't like it; I was trying to get a replacement (and receive a rug that was not damaged). The Rugs USA customer service agent indicated that she would file a claim to determine if I could return the rug and then purchase the same rug for the same price. I had purchased the rug on sale and now it is full priced. I received a return label, but no information on purchasing the rug again. I called Rugs USA again today as I wanted to receive a replacement. I was told that I could return the rug and receive a refund, but that they would not honor the purchase price. I find this to be unacceptable as it's not my fault the rug was damaged or that I need to return it.Desired Settlement: I would like to receive the same rug without damage. If Rugs USA only allows a return versus an exchange, then I would request that I can purchase it again at the purchase price ($49). I was told that the rug I ordered is no longer in stock, so if I cannot receive the same rug, I would like to receive a comparable rug.

Business

Response:

Hello, We will not be able to meet the customers desired outcome as the promotion is over.

Consumer

Response:

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

I was sent a damaged rug (damaged prior to shipping). I want the business to replace the rug as it is not my fault it arrived damaged. Yes, I bought it during a promotion, but it is not acceptable to tell the customer the only option is a refund and that damaged goods are not replaced. The business should make the situation right and provide a replacement.

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

Sincerely,

Business

Response:

Unfortunately we will not be able to meet the customers desired outcome. A refund of the return has been issued in the amount of $49.00

Consumer

Response:

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

Rugs USA sent me a damaged rug. A refund and then buying the same rug or a similar rug for a higher price (as the promotion ended) is not acceptable. The business should not have sent a damaged rug. This they should provide a replacement or allow me to purchase a similar rug for the same price. Rugs USA staff informed me that this option has been made to previous customers.

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

Sincerely,

Review: I ordered a rug from rugsusa.com on Nov ** 2015. The rug was delivered on Dec [redacted] 2015. The color of the rug is SIGNIFICANTLY different than what is on their site. Not only that, but the rug is actually 2 colors. There is basically a line down the middle of the rug and one half is one color the other half a totally different color.

My order number with rugsusa.com is [redacted]. When I attempt to submit a return via their "easy returns" on their website I get an error telling me I do not have permission. I have attempted to contact them via chat multiple times. I have emailed them multiple times. I have also called them multiple times. I still have yet to receive a response.Desired Settlement: I would like to return the item, at no cost to me, and I would like a full refund.

Business

Response:

Hello, We are emailing you a prepaid return label to use to mail back your item at no cost. Once your item has been returned, please allow 1-7 business days for your refund to be processed.

Review: On January [redacted] I purchased a 10x14 rug..when it didn't arrive in the time I was told I started calling them. After several phones calls & hours of being kept on hold, they finally found my rug & shipped it. It was shipped folded & wrapped in plastic. We opened & laid it out to find a large hole in the very center of the carpet that had been purposely filled with a chalk like substance that had excess carpet lint glued to the top of it to disguise/hide the hole! I immediately called RUGS USA. I was told to photograph the hole and they would arrange for the return/pick up. When a week went by with no word I called again.. again was told they were working on the problem and this continued on for weeks. To make a long story short.. this continued on through March! I was finally sent a return label and given instructions on how to send the rug back from customer service. I made her repeat the instructions several times and told her that "wrapping the rug in cut open black garage bags and tying them with twine" wouldn't work to which I was told.. "Don't worry about it, the rug isn't salable anyway." So, my husband & I followed her directions & arranged pickup. We were denied our refund because we "folded" the rug ~ the exact same way it had been shipped to us & they said we didn't wrap it well enough.. even though we followed the instructions to the letter. I will never buy anything from them again.. it literally takes hours to contact their customer service and when you finally do they will not stand behind the instructions that are given to the customer!!

Here are copies of the letters re:denial between Rugs USA & myself.

-----Original Message-----

From: Rugs USA

Sent: Tue, Apr *, 2014 7:15 pm

Subject: Claim- [redacted] Type your response ABOVE THIS LINE to reply

Subject: Claim- [redacted]

APR **, 2014 | 07:15PM EDT

Hello,

This is a follow up response to your request. Please find attached a photo of how the rug was returned. The manufacture will not issue us any refund for an item returned in this condition. As per the return notification, wrapping instructions were advised. The rug should not be folded and should be protected from the elements in transit back to the warehouse. Due to this lack of regards for the return protection of this rug, a 50% refund has been authorized. We understand this is not your desired outcome, however this rug is not able to be restored and we will not be issuing any further refunds.

Appreciate your understanding.

Best Regards,

Customer Service

I find it difficult to believe that you are telling me "The rug should not be folded " as that is how it was shipped to us!! I followed the instructions given to us by [redacted] for return wrapping.. I advised her that I didn't think the tape would hold the trash bags together and on 3 separate times she told me not to "worry as the rug is not salable anyway"!! The fact of the matter is your company sold me a 10 x14 rug with an obvious a flaw in the very center of the rug. Your CSR, [redacted] told me how to package the rug.. we did exactly as we were instructed. The rug was damaged long before leaving your warehouse, that fact that you sold me damaged merchandise doesn't appear to bother your company. Someone covered up the hole by filling it in with some type of chalk and then gluing carpet fibers to the chalk. That is what's unacceptable!! There is no "understanding " for you to "appreciate".. I followed your CSR, [redacted], instructions for the return and your company is now shirking your end of the responsibility. If the CSR gave me incorrect information, it is NOT my problem.

I will be filing a complaint against your company with the Revdex.com, as well as taking every opportunity to advise people not to use your company in my blogs, on [redacted] & [redacted].Desired Settlement: I received only a partial refund.. we are entitled to a full refund as we followed the customer service instructions for the return and we were shipped damaged merchandise. They owe us $299.

Business

Response:

Hello,

I reviewed the order and saw order [redacted] was placed on Jan [redacted]. The order was processed with our manufacture and shipped out via fed ex tracking [redacted]

. The rug was delivered on 02/**. Upon opening the rug , the customer called us to say she discovered a hole. The necessary steps were taken to pick up this rug at no cost to the customer. There were clear instructions about the packaging. If the original packaging was discarded, we do advise customer they can use large black garbage bags on both ends of the rug and tape the middle, double wrap it and make sure its protected against further damage. The customer did not properly protect the rug. Please find attached photo of the condition the manufacture received it. We since then notified the customer and provided a 50% refund.

Consumer

Response:

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

On January [redacted] I purchased a 10x14 rug..when it didn't arrive in the time I was told I started calling them. After several phones calls & hours of being kept on hold, they finally found my rug & shipped it. It was shipped folded & wrapped in plastic. We opened & laid it out to find a large hole in the very center of the carpet that had been purposely filled with a chalk like substance that had excess carpet lint glued to the top of it to disguise/hide the hole! I immediately called RUGS USA and spoke with on elf the rudest people I've ever encountered ~ [redacted]. I was told to photograph the hole and he would arrange for the return/pick up. When a week went by with no word I called again.. again was told they were working on the problem and this continued on for weeks. To make a long story short.. this continued on through March! Until I spoke with [redacted], who said she personally would help me get the rug returned. I told her that we did not have the original packaging & that the rug had arrived FOLDED and the hole had been concealed by the manufacturer. I was finally sent a return label and given instructions on how to send the rug back from [redacted] in customer service. I made her repeat the instructions several times and told her that "wrapping the rug in cut open black garage bags and tying them with twine" wouldn't work to which I was told.. "Don't worry about it, the rug isn't salable anyway." So, my husband & I followed her directions & arranged pickup. We spent well over an hour trying to get the bags to stay on the rug and we folded along the lines that were in the rug when it was shipped FOLDED to us. We then tied twine & I used an entire roll of packing tape to try to get the garbage bags to stay together. After that we carried the rug to our porch & arranged for UPS to pick it up. We were denied our refund because we "folded" the rug ~ the exact same way it had been shipped to us & they said we didn't wrap it well enough.. even though we followed the instructions [redacted] gave us to the letter. I will never buy anything from them again.. it literally takes hours to contact their customer service and when you finally do they will not stand behind the instructions that are given to the customer!! I'm sure that they thought I would eventually just give up & go away if they stalled long enough.. but the fact of the matter is they sold me damaged merchandise and then when I followed the directions for return given to me by their customer service agent, [redacted]. They are now denying me me money because the rug was shipped folded?? That's ludicrous because that's exactly the way it was shipped to us.. and as far as it being damaged ~ they were very deceptive and tried to HIDE the defect in the center of the carpet from us.

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 not happy with the outcome. However, attached is the photo of the rug. The instructions were to cover the rug with any type of protective plastic to prevent any further damage to the rug. Due to the disregard for the care of the rug, We can only permit a 50% refund. There isn't anything else we can do for this 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 am not surprise that the company is denying my refund.. they have the worst customer service and even though they took the money from our account when I purchased the rug it took weeks of my calling them to ask where it was.. despite the fact that their web site states the merchandise/rugs will ship within 3-5 days. The rug was defective and then they were deceptive in their attempt to pass it off as perfect quality filled the hole with chalk & glued carpet fibers over to cover the chalk! When I called them on their deception I was told by their customer service rep, [redacted], not to worry if the plastic bags fell off as the rug was NOT SALABLE anyway!! I followed the directions given to me by [redacted], their employee, to the letter.. in fact I used packaging tape & twine in an attempt to hold the bags together instead of just using twine as she instructed. They sell damaged merchandise as top quality and then try to blame the customer for their deceptive practices. The rug was shipped damaged & they covered it up ~ and after having been given the run around for weeks I was given instructions by [redacted]. I followed the instructions I was given by their employee, [redacted].. they need to be held accountable. I wish I had never heard of Rugs USA!!!

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

Sincerely,

Review: I ordered two rugs from this company in July 2014. Both items showed that they were in stock and would be shipped and to me within a week of my order. I received one rug valued at $1200 but not the other rug valued at $299. I sent multiple emails to the company inquiring about the status of the order. My more recent requests are not as pleasant and just before submitting this complaint asked for a refund of $299 for the rug I did not receive. Each response I did get I was told that they were awaiting a response from their manufacturer/supplier. I have tried several times to call the number listed on their contact information and each time, the phone goes dead. I have asked for a phone number to contact so I could speak with a supervisor and I never received a response to that request.

Below are a copy of the email exchanges I have had with this company.

Type your response ABOVE THIS LINE to reply

Subject: Re: Rugs USA - Order Confirmation #[redacted]

AUG **, 2014 | 04:42PM EDT

[redacted] replied:

Good Afternoon [redacted],

I do apologize for the delay. I am still awaiting a response, as to why the other item has not shipped.

AUG **, 2014 | 04:38PM EDT

[redacted] replied:

Still I have heard nothing from you except a request to rate the rugs I

have purchased. It's hard to rate them when u haven't received them! See

attached. I'm getting even more upset.

JUL **, 2014 | 08:44PM EDT

[redacted] replied:

Thank you. I look forward to hearing from you soon.

JUL **, 2014 | 04:39PM EDT

[redacted] replied:

Good Afternoon [redacted],

I apologize for the delay. I have reached out to the vendor of this item, Mohawk Home , for a status update on this item. I am awaiting their response.

JUL **, 2014 | 03:58PM EDT

[redacted] replied:

I received the $1200 (the more expensive) rug, not the $299 (less

expensive) rug. I'm sorry, I don't remember their names off the top of my

head.

Please advise.

Thanks.

JUL **, 2014 | 10:05AM EDT

[redacted] replied:

Good Morning [redacted],

We apologize for the is[redacted] you seem to be having. Which of the two items, did you receive. You have two seperate vendor items. I will gladly contact them to find out what is going on for you. Thank you.

JUL **, 2014 | 06:46PM EDT

[redacted] replied:

I only received one of the two rugs I ordered. Every time I try to call you

the phone is disconnected. Are you a phony company only shipping one of the

two rugs I ordered so you can scam $299 from me?

I need a valid phone number and supervisor that I can speak to,

immediately.

Thank you.

JUL **, 2014 | 03:59PM EDT

[redacted] replied:

Good Afternoon [redacted],

Your order shipped with UPS Freight tracking number, [redacted].

JUL **, 2014 | 10:45PM EDT

Original message

[redacted] wrote:

I still have not received my kinetic source rug. Can you please advise when

I will?

Thank you.Desired Settlement: At this point, I don't want to do business with this company. I would prefer a refund so I can purchase the rug I want from a reputable company.

Business

Response:

Hello,

I reviewed order [redacted] and saw item [redacted] is outstanding on the order. We do apologize for this delay. An error occurred during processing for the rug and the manufacture did not receive the order. As requested, a refund of $299 has been submitted back to your account. Please allow your credit card 3-5 business days to update and reflect the funds. Please note some credit card company's can take up to one billing cycle.

Consumer

Response:

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

Sincerely,

Review: I ordered a rug in pink (it came in pink or blue) and they shipped the blue version. I contacted their customer service over 2 weeks ago to let them know the incorrect item had been shipped and I wanted to exchange it, and the customer service representative, [redacted], argued with me that I'd ordered the incorrect one (the blue one). I did all the steps she asked of me to get it returned and ever since that first call, have had to chase them for any sort of response. She told me she would check with the warehouse to see if they'd pay the return shipping or if I'd have to, and I never heard an answer on that (and their website, which is supposed to provide updates on the return status, has not provided anything). I called a couple days in a row last week to follow-up and one of the days, waited on hold for over an hour and a half and no one ever answered (I meanwhile tried their sales line, rather than returns, from a different phone to see if someone would answer it, and no one ever answered it, either); I had already tried their live chat feature (which doesn't work) and had e-mailed them through their website, which promises a response within 24 hours (I never got one and still haven't). I finally contacted them via private message on [redacted] and did hear from someone, but only after a couple attempts of reaching back out to them did they ever send me a return authorization number. I followed the steps to ship it back at my expense (which they never did address or respond to) last Thurs., and have not heard anything from them since. I tried contacting them via [redacted] again (since that's the only way I've gotten a response) on Wed. and Thurs. of this week, and they have yet to respond. Meanwhile, I checked UPS' website and the package was delivered and signed for on Wed. of this week; their website still shows no updates on my return status, although I did receive an e-mail saying my return had been accepted. Last Friday, I received an e-mail from RugsUSA.com asking me to rate my recent purchase, which shows a picture of the pink rug I had originally ordered and their customer service representative argued with me about; that confirms to me that I did, in fact, order the correct version, and that they should pay the shipping, which I addressed in my attempts to reach them this week, to which they have not responded.

I want a refund for the rug, and do not want an exchange at this point after the lack of service they've provided. I also want to be refunded for the shipping I paid since the error was theirs. I've been more than patient, but it should not take over 2 weeks of me chasing them for a refund.

Thank you for your time,

[redacted]Desired Settlement: I want a refund in full for the rug, as well as the shipping I had to pay to return the incorrectly shipped item to them.

Business

Response:

Hello,

Upon review of this order, I saw that the rug was labeled Ivory with a blue boarder. The rug was shipped correctly to the customer. Since the customer returned the rug a full refund of $96 has been posted to the customers account. The credit card usually takes 8-10 business days to update and reflect the funds. In some instances it can take up to one billing cycle. We appreciate your patience.

Consumer

Response:

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

[Your Answer Here]

They did finally refund the money for the rug, but it incorrect for them to say they sent me the correct rug, as I previously stated in my original complaint. They sent me an e-mail showing a picture of the pink/ivory rug that I originally ordered, asking me to rate my purchase; their response says that I ordered the blue/ivory rug, which I explained from my very first contact with them was the incorrect rug. I have gotten the $96 refund, but had to pay for the shipping myself, and the principle of it, coupled with their lack of concern and customer service, was largely my complaint.

I have attached a screen shot of the e-mail showing where I'd ordered the pink/ivory rug.

Let me know if you need anything else.

Thanks,

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

Sincerely,

Review: Product was returned via FEDEX and signed for by RUGS USA.com in early February. I have spoken several times via their Chat Option to [redacted] and been assured the refund was pending. I still have not received a refund. When calling the number listed on their site I have waited up to 22 minutes with no answer. Order # [redacted]Desired Settlement: I want my money back IMMEDIATELY!!!!!!!!

Business

Response:

Hello,

We apologize for the delay. I reviewed the order and saw the refund has posted to your account on 2/**. The reference number is [redacted].