RugsUSA.com

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 resolved
Sincerely, *** ***

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

Hello,
I reviewed the order and saw the pay pal transaction was not completedI went ahead and resubmit the refundThe transaction confirmation number is ***Pay pal should update within 24/hrs and reflect the fundsWe
apologize for the delay

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 think they need to re-state their policy to be clear for consumers in the future.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
I confirmed the promotion *** was honored on both ordersI have resubmitted the request to my accountant departmentThey have provided me with reference
number *** for order number *** and reference number *** for order ***Even though we have submitted the funds on our part, it can take your credit card 3-business days to update and reflect the fundsIn some instances, the credit card company can take up to one billing cycle to reflect the refundWe apologize for the delay and appreciate your patience

I bought a 8Xrug from this company for my new houseWe unrolled the carpet one month after purchasing once we moved in and it had the worst possible oderThe smell was very strong like chemicalsWe tried airing the rug out for days in the fresh air and still it smelled! When any visitors would come in they would comment on the smell it was that bad! Contacted customer service about returning the rug and they stated that since it had been days instead of days that I would not be able to return the rugI told them we had just opened the rug because of our move and had tried everything to air the rug outThey still insisted I could not return the rug It is totally unusable and who knows with the chemical smell if it is even safe to use? I will have to throw the rug away (along with my $400)Very sadTerrible rug and company

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:
of the rugs that were damaged and returned, I DID receive a refund for in the amount of $However, a third rug that I purchased was also damaged, there was a huge stain the rug when I took it out of the packageI sent Rugs USA photos that I took of the stainI was told by their customer service rep *** on 3/** to re-package the rug and put the following SKU (*** ***) on the outside of the rug, they told me UPS would come on the *** to pick it upI did just as I was instructedIt is now 4/* and the rug still has not been picked up by UPS despite many emails to RUGS USA telling them that.
So - I was NOT refunded all that I am owed, I was only refunded $I still need to be refunded $for the third damaged rug
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
I reviewed the order and saw that the voucher used is for a promotional value of $The total amount of the order was $The balance of $was put onto the credit cardThe customer returned two items out of on the orderOur process
for these type of returns it to re activate a new voucher for the amount of the items returnedOn 5/** the customer called and informed us the new rug would cost $Her total voucher would of been for $,however it could not be used unless the full amount is used in one visit( part of the original agreement with the groupon vouchers)The customer surrendered the total and a new voucher, *** was issued for the amount of the new rug customer has chosen

Terrible business! They put a rug on sale and then they'll cancel your order, say its on back order and suggest different more expensive optionsThey've done this three times now

Hello,
We apologize for the frustration experienced with this orderWe are refunded you the full amount of $Please keep the item you received, or donate it to a charity of your choice, whichever you prefer as a return will not be necessary

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:
There was NO indication that the shed could cumulate and become a choking hazard for infants or small animals! I submitted several negative reviews on this carpet and none were postedThus the reviews approved by RugsUSA are only positive reviews that may not be from credible customers, this misleads customers into believing this is a quality productShedding becomes worse after vacuuming or light sweepingEach time I tried to return within the time period the customer service representative advised me to try sweeping, vaccuming, and taking the rug to be shaken outsideEach time I got a longer and longer duration of time on when to expect the shedding to stopThe first time only two weeks, then a month then 6monthsThis rug is poor quality product that is a hazard to infants and small children! No, where does the site say choking hazard! Either the product is defective or your selling a hazardous productRegardless, this rug is made by RUGSUSA.com, or represented as suchThe company misrepresented their product and does NOT warn consumers about the hazards this product presents
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** *** ** ** ***

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

Hello,
The returns department authorized the return for the R rugAs per ups call tag tracking *** , the item was returned and a refund has been processed

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

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 becausei have not received return postage from the company to return the rugs and the charge is still on my credit cardI request the company send me postage paid for two rugs so I can return them promptly.r Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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:
The defective rug that I purchased (Order # ***) was picked up by UPS on 3/*/(Tracking number: ***) It arrived at the RUGSUSA dock on 3/**/14, it was signed for by "***"To date, I have not received confirmation from RUGSUSA.COM that it was received, or that my refund is being processedI emailed the *** of the *** *** *** ***, at *** on March **, inquiring when I will receive my refundTo date, I have not received a responseIt has been over weeks since my initial request to return this defective product, (Request #*** on RUGSUSA.COM website) and a full business week since the product has been in the company's possessionI'm demanding an immediate full refundI want an immediate full refund of $to my master card that was used to make the purchase
Sincerely,
*** ***

Hello, I reviewed this order and saw the rug was delivered on 12/** via *** **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 refundOn 1/** the customer wrote back stating the return label was costly and went on to state a complaintWe advised to send us a photo so that we may open a claim with the manufacture that the rug was not as picturedAfter 1/** the customer did not send any further corresponding e-mailsThe customer is claiming she sent photos , however up until we requested pictures, we have received and responded to all of her e-mailsThere is no manufacture warranty past the allotted days after deliveryThe customer has had this rug in their possession for months now and there is nothing we can do further with this issue

I have purchased about rugs over the course of years with RugsUSA The first went without a hitch However, over the last month I have not had a good experience In late September I placed an order for rugs, two I received the other I got the run around on and ended up cancelling and receiving a refund
In order to give them the benefit of the doubt (and because they were running a 90% off sale) I decided to order two more Both saying they would ship within 1-business days By the end of the first business day I received a shipping notice for my larger rug and on 11/** I received a shipping notice for the smaller one After checking the tracking info the following Tuesday, I noticed that neither rug had any movement from the warehouse On 11/**, I called to find out why they had not actually been shipped and was told they would have to email the warehouse and that it would take up to hours before they had a status update but that I would be emailed as soon as they had one I never received an email On 11/**, I checked the *** tracking number again and saw that the first one had been picked up from their warehouse on 11/** I received that rug on 11/** but still no explanation as to where my other rug was On 11/**, I called again Same danceThey would have to contact the warehouse and that would take up to more hours to get a response about the first request I asked to speak to a supervisor I was told he was gone for the day but they would leave a note for him to call me on 11/** Never received a call Called again, received the same response, I asked to speak to a Supervisor, I was told she was busy and they only had one supervisor in the whole company but I could leave a message I requested a cancellation and refund for the rug that I did not receive She said they could not do that because it is showing that it shipped even though *** has NO record of the shipment I ended up having to file a dispute with my credit card company because I could not get anyone there to reach me back or actually ship my rug

I got charged double and never received the correct item, DON'T BUY FROM THEM!

RugsUSA is refusing to offer an after coupon price that was shown on the websiteThe mistake was the company's yet they refuse to offer anything to the customers who attempted to use the coupons to get those prices