RugsUSA.com

rugsUSA is the worst place to deal with They are very disorganized, lie, want to charge for returns of things THEY sent out incorrectly, do not honor prices on website, pass you around always say they will call back and never do, always have an excuse as to why they did not do what they said they will do one supervisor, whom refused to give out any of her leadership information so you never get anyone that has the ability to truly change what is going on I really warn people away from this place this is a true Buyer beware

Hello, Upon review of this order, I saw that the rug was labeled Ivory with a blue boarderThe rug was shipped correctly to the customerSince the customer returned the rug a full refund of $has been posted to the customers accountThe credit card usually takes 8-business days to update and reflect the fundsIn some instances it can take up to one billing cycleWe appreciate your patience

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: As a side note and to begin, all parties agree that the one rug was returned and accepted by the businessI have been told that the $for that one specific rug is being credited back to meDespite the fact that the rug was returned on July ***, and their company says returns will post within 3-business days, I am still waiting for that refundI brought this to their attention Monday, August ***, and was told I would have the refund within 3-business daysI have still not received itBased on their word that it was forthcoming, I did not include it in the total for this complaintHowever, it has still not posted to my accountTo address their response directly, RugsUSA now attempts to say they "did not at any time refuse the delivery" of the returnHowever, I've attached a screenshot where Customer Service stated "Yes, for some reason your items were refused by us, but we don't have the items in our possessionOnce the items were refused, the possession of the items were in the hands of ***." In the second screenshot I've attached, the Customer Service Representative states " [redacted] attempted to deliver the package, but we "refused" deliveryThe items never entered our warehouse***, then, loaded the package back onto their truckIf you look at the tracking, it states that the item is being returned to the sender." These statements are inherently inconsistent with their stated response to Revdex.comRugsUSA is attempting to say that the [redacted] tracking system is wrong, without any proof or verification on their end, and after repeatedly relying on it to justify their position to meI have spoken to the ***, and they indicated that the items were delivered, refused by the business and then they have no further tracking information with which to give me any assistanceWhen speaking to the post office in Cranbury, New Jersey, I was told that the business refused the items but DID NOT RETURN THEM to the carrier because the items never returned to the post office to be sent back to me To reiterate, I received advance authorization to return the items, they were unopened and packaged in exactly the same manner as when they were sent to me, and they were sent with tracking verification to ensure their arrivalThey arrived back at RugsUSA, meaning RugsUSA was the last party to be in possession of themThey have repeatedly said that they are not responsible because I was the one that shipped themHowever, this misses the pointIf the items hadn't arrived to them, I would agree that I would be responsibleBut these items DID arrive to them - Tte items were returnedThey were returned in brand new, unopened conditionThey have admitted that "for some reason, [the] items were refused" but have been unable to provide any explanation or justification for refusing themNow, when the Revdex.com gets involved, it's a flat out denial of ever having received or refused them in the first place, "dispite (sic) the tracking information" and despite the fact that they have already admitted to receiving and refusing them through their representative In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

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 resolvedThank you for handling this issue with Rugs USA They addressed the non delivered item and resolved it by returning/crediting the item back to my card They didn’t tell the truth in the process of correcting their problem but they did correct it And I so appreciate your handling this case, quickly and efficiently Excellent service Sincerely, [redacted]

Hello, Upon review of this order , I saw a return was initiated with two failed attempts*** was sent to the customers home on two separate occasions to pick up the rug with no luckWe have since then provided the customer with a return label ( please see attached)Once the rug is returned to our warehouse a full refund will be provided to the customer

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,
The customer contacted out call center to express the mis shipment that has occurredWe have sent the order through the return process and notified ups to go by tomorrow to pick up the rugWe have also
notified the customer we will process the replacement and have it inspected before shipping out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I am not asking for a returnRegardless of a day return policy, a defective product should be replacedNo rug should ever be in the home for days and be fraying like that at the seamsI 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedWe appreciate Rugs, USA listening to our requests that the rug pad issue be addressed and refunded, seeing as how we had no rug to use with it.
Sincerely,
*** ***

Hello, We are sorry that you feel this way about your shopping experience with usThe rugs are displayed with most accurate color possibleWe understand there can be a difference between the monitor and the actual rug , therefore our return policy is in place where customer can return the rug for a full refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Part of the resolution is actual credit to my accountThe label was received and I will schedule pickup by UPS on tomorrow April ***Will monitor account dailyStay tuned *** ** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
The order has been cancelled and a refund has been submittedUpon cancellation an e-mail has been sent to the customer to confirmThe credit card company usually takes 7-business days to update their system and reflect the fundsIn some instances , the credit can take up to one billing cycle to reflect on your next statement

Hello,
I reviewed the order and saw a return label was issued with tracking number *** and still have not been usedAs of today, we have re sent the return e-mail with the label attached with instructions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
They liedRug is defective & was rolled so tight it would never lie flat in yrsThey told me to wrap rug & that they would send prepaid labelI did as instructed & rewrapped rugThey did NOT send prepaid labelI cld again They changed theirstory Now they wanted a picture, but I had already re wrapped the rug (which was not easy)I asked for a Suoervisor & was told one would call me back None ever didI returned rug at my expenseI want my money & the $that I paid for returning their poor quality rug.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
Once the customer's order is in the return status, a refund is automatically processed when received in the warehouse. 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 The tracking number provided,***, stated we received the rug back on 2/**. A full refund has been processed and placed on a rushEven though the refund has been processed on our side, the credit card companies usually take 3-business days to reflect the fundsIn some instances, they can take up to one billing cycleWe apologize for any inconvenience this may have caused and appreciate your patience

Hello,
I reviewed the file and saw the item was delivered on 7/** via ups tracking ***

While we are unable to meet the customer at their desired settlement, We will be able to issue the customer a store credit worth 50% the purchase price of the rug they are not satisfied withWe will email this directly to the customer separatelyThe amount of the store credit is $

Hello,
All of our area rugs carry a day return policyReturns are only accepted within this time frameSince your area rug has exceeded its allotted return period, a return or refund of this item cannot be issued

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
You honored the extra 5% (as per the VIP email I received) over the phoneLater that day, I received an email, stating that you were charging my credit card for more and not honoring the price- even though I received confirmation of purchase priceWhen I called to respond to the email, ALL the supervisors were conveniently unavailable to look into this matterI then requested to leave a messageI have still not received a responseI did cancel the order that day- as my credit card was charged for more than what I had authorized.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
We are sorry the customer is not happy with the outcomeHowever, attached is the photo of the rugThe instructions were to cover the rug with any type of protective plastic to prevent any further damage to the rugDue to the disregard for the care of the rug, We can only permit a 50% refundThere isn't anything else we can do for this customer