RugsUSA.com

Revdex.com: 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: You have not yet issued my refund [redacted] automatically gives you my money You received and signed for the rug on May **, days is more than enough time to issue a refund with [redacted] .All it takes is a push of a button It could not be simpler.[Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hello, Please be advised that the item you purchased is a Machine made, 100% polypropylene rugIt is for all rugs, especially synthetic rugs to "off-gas" when first unrolledThis smell will dissipate and go away entirely after a few days of being in useIt will help if the item is in a well ventilated areaReturns for reason other than defect or misshipment are at the cost of the customerYou 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 policyA representative will contact you via email with the steps to return your item

Revdex.com: 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, [redacted] ***

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

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

Hello, The order was placed on 3/**The orders are sent directly to our manufacture to process and shipAs per tracking numbers : [redacted] and [redacted] , the customer received both rugs and refused the packagesIt is not our policy to instruct customers to refuse packagesIn fact , please see included a link to our website informing customers : "No returns will be accepted without a return authorization numberIf an item is received without proper authorization it may be refused or incur a 25% restocking feeOnly items damaged in transit may be refused at the time of delivery" [redacted]

Revdex.com: 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 refundthey 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 wasdespite the fact that their web site states the merchandise/rugs will ship within 3-daysThe 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 letterin fact I used packaging tape & twine in an attempt to hold the bags together instead of just using twine as she instructedThey sell damaged merchandise as top quality and then try to blame the customer for their deceptive practicesThe 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 accountableI 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, [redacted]

Hello, I reviewed the order and the customer is receiving a full refundDuring processing the manufacture let us know the rug was on back orderBack orders dates are subject to change and can arrive sooner or pushed back to a later dateOnce the rug is available the customer can re purchase the rug for the same price

Hello, I reviewed the order and item 200ACR129C-was damaged in transitUps noted the damaged and opened a claimA refund was submitted originally on 1/ [redacted] however it did not go throughDue to the time frame we will have to submit the refund via CheckThe account has been updated and a check refund is currently being processed for $We apologize for any inconvenience this may have caused

Hello, I reviewed this order and saw that it was placed on Feb.*The website says it leaves our warehouse in 8-business daysOn 2/** and 2/ [redacted] the customer contacted our customer service for statusThere was no cancellation request during these point of contactOn 2/ [redacted] an e-mail was sent by the customer requesting the item to be cancelledAt this time tracking number [redacted] , showed the item was already with ups and in transitWe contacted the customer at which she told us "Not to bother her"Due to the customer being irate over the item shipping we requested a ups reroute back to the warehouseAs of today, a refund has been submitted

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Because the reprehensible customer service at Rugs USA continuesI want my total purchase refundedI now own a rug pad that was sized for a certain rug and is rendered useless since Rugs USA can't get their crap togetherMaybe if they had actually SHIPPED the dang rug 2-wks ago (like they said they did on the order status) there would have been one in stock "acceptable" for shippingThey now want to try and only refund the rug and that is not acceptable--I want my total charge returned asap or a dispute with VISA will be opened upAs for taking advantage of the "Easter Sale" on their site--it'll be a snowy day in hell before I order anything from this companyMy business will be taken elsewhere Sincerely, [redacted]

Hello, I reviewed order [redacted] and saw item [redacted] is outstanding on the orderWe do apologize for this delayAn error occurred during processing for the rug and the manufacture did not receive the orderAs requested, a refund of $has been submitted back to your accountPlease allow your credit card 3-business days to update and reflect the fundsPlease note some credit card company's can take up to one billing cycle

RevDex.com: 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, [redacted]

The customer has returned the item, and has been refunded the full purchase price of the itemThe amount was refunded to the customer on 11/ [redacted] in the amount of $

Hello, I was able to locate the orders matching 12/**The customer placed and order, [redacted] , on 12/ [redacted] using a credit cardThis order has been marked cancelled on 12/ [redacted] and a check refund has been issuedOrder [redacted] was placed on 12/ [redacted] via *** [redacted] and is also cancelled and refundedAll cancellations and refunds were processed accordingly

Hello, These items carries a day return policy that begins the day the units are deliveredThese particular items were delivered to the customer on 92015, and the return policy expired on We will no longer be able to accept the return for these items and no refund can be issued

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I do not reject the company's response lightly In fact, I simply do not understand it Yes, according to UPS, the rug was received by RugsUSA.com and signed for by [redacted] on 214, although the address printed on the shipping label they supplied was not a precise match to the one listed in the initial return email I received from the company The email in question was very firm in stating that the address must match exactly; this caused me anxiety, wondering if the rug would actually make it to the company: why would they not have supplied the correct information on my label, when they insist on such precision? I also understand there is often some lag with the credit card companies in processing returns on their end I do not understand, however, why the return was processed in this manner in the first place Why was it necessary to process a return to my father's credit card at all (if you will recall, this rug was to be my Christmas present), and why am I required to place a new order myself? As a matter of fact, RugsUSA.com's customer service representative, [redacted] , had indicated during one of our many telephone conversations (this one on the afternoon of 2/*, according to my records), that it would not be necessary for me to place a new order She also said that an unspecified additional discount had been approved by her [redacted] for my troubles, but was not able to provide me with an exact amount Subsequently, I have learned that the discount offered to me (10%) is less than the current promotion the company is running for President's Day Additionally, the company states in their response that they would ship a new rug when the wrong rug was received; why would they not have already done this, since they also state in the same message that the rug was received? It is this particular second sentence of the business' response that I find so inscrutable: "By placing a new order it will ensure the rug to ship faster to the cusotmer., otherwise if the customer is still interested in receiving the correct rug we can ship a new one once the inital rug shows delivered back." I do not understand what this means How does placing a new order ensure faster shipping? Their "otherwise" scenario appears to be a confusing logical fallacy Should I have confidence that the rug I want (which is currently showing out of stock on their website) will actually be delivered, given the amount of conflicting information I have received in my communication with the company's representatives: [redacted] , ***, and [redacted] ? One person tells me the rug is in stock and available to ship, the next person tells me it's not in stock but is expected soon (date undetermined); one person tells me that they can ship a rug overnight, while the next person tells me that overnight shipping is more expensive than the rug itself and the company will not do so; one person tells me that they cannot ship the correct item and I must place another entirely new order, then the next person tells me they can do it for me, and then the next person after that says no again These are but three examples Please help me to understand Very sincerely, [redacted]

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

Hello, I reviewed the order and communicated with my accountant departmentThe refund was processed in the form of checkThe 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

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