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 The item was picked up by UPS today, tracking # ** *** *** ** *** *** I hope for the refund to be issued in the next few days, once the rug is recv'd by RugsUSA.com
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:
While it may not be their policy to advise clients to reject products, that is indeed what their customer service verbally advised meAlso, even if they do charge a 25% restocking fee, I still have not been reimbursed for the returned products. I simply want my money back, $It is unfair to charge me a restocking fee when I called immediately, perhaps five minutes after placing my order, to have it cancelledIt is not my fault that the customer service rep did not accomplish this in a timely mannerI feel as though I did what I needed to do as a customer, and their customer service department did notI would appreciate my full price be returned
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello, We can not honor this rug at the discounted price due to the rug being provided by our manufactureWe must stick to M.S.R.P as we are in contract to sell for other vendorsThis may not be your desired outcome, however there isn't anything further we can do

Hello,
I reviewed the order and saw that the customer put through an order yesterday for rugs( 6/*)(Please find attached invoice)When the customer contacted us she asked that one item be cancelled off the orderDue to the promotion not going through
when the customer processed the order, She then requested the entire order cancelledThe order was cancelled and the payment was voidedWe never accepted payment for the order and as of today the order has been cancelled

Hello,
I reviewed your order and saw the rug was delivered on 2/**On 2/** the customer contacted customer service rep*** stating
the item was damaged in transitWe requested photos of this rug and received them for reviewThe returns department determined a claim is valid and a return label was issued, The customer was sent a return label with tracking number *** to return the rug at no cost to themOnce the item is returned to our warehouse a full refund will be submitted back to the customer's original form of paymentA replacement is possible as long as the rug is in stock

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

Hello, A full refund of the purchase price for line item two has been issuedPlease allow 2-business days for the transaction to post onto your original method of paymentIf you have any additional questions, Please feel free to contact us directly

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]
The response Rugs USA gave is since I was never given a refund. Their response states that they got the rug back on 1-**-and then issued a refund that day. I checked my accounts again today and Rugs USA did not give me my money back, almost one week after they said they issued me a refund. Rugs USA has both the wrong rug and my money and has now lied about issuing me a refund
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I purchased rugs for my new home from this companyThe largest and most expensive was the wrong colorI looked at the picture on a computer, ipad and phone and none of them look like the actual colors of the rugI went to their website to initiate a returnI was told I had days to do soWebsite says, daysWhen I clicked on the links, it went to a blank pageTried to do the live chat, blank pageTried to call, voice mail, no return callTried to email, refused to go thru
I finally got someone on the phone on the 9th day who sent me an email with the return info*** could not verify the addressI called again very angryThey refused to pay for return shipping and made me purchase a return label for $from themI am currently out nearly $with this companyWill update later if I ever get my money backRepresentative said, "we have a disclaimer that the color may look different from the picture so we recommend people buy the smaller rug first to check the color." Why in the world would I buy a small rug that I don't need, go thru the trouble of paying to send it back and then buy the size that I need later?!? Do NOT do business with this 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:
I am not
agree with the statement provided in a reply from RugsUSA.com since it does not
reflect correctly what happened:
1.
We have not
refused delivery at any stage of the process; but as I was informed by UPS the RugsUSA.com
send by mistake (five packages) instead of (three) at the first delivery
and requested UPS to cancel delivery of (four) packages on the next day
Hence, we received only one packageThat was confirmed by the RugsUSA.com
associate in a phone conversation on ** December as mentioned in my initial
complain (para 3)That can be verified by records of my phone conversation with
associateShe also confirmed that the rugs were returned to the depot in New Jersey
and would be re-delivered to as soon
2.
In its statement the RugsUSA.com did not
mentioned that on ** December (next day after the firs small rug was delivered),
I have called to Rugsusa Company to report that the round rug is of a wrong
color and is deferent in color from the other items of the setThe associate
(name ***, email ***)
requested to send the photos of the rugs and requested UPS to pick up the wrong
rug for replacementAs well, theRugsUSA.com did not mentioned that the request
a return on 1/**/(as in reply) was made after we received one more wrong color
replacement rug on ** January (we received the same big rug which was
returned)That may be verified in records of the RugsUSA.com, if any
3.
I do repeat that we are not satisfied with
incomplete set (round rug missing) since we have ordered the set of three rugs
and we do not need two small rugs separately
4.
I wonder why the RugsUSA.com has not read my complaint
and repeats the same information as was provided to us before
5.
I keep requesting the full refund and pick up of
two small rugs
Thank you for your assistance, at least we have received
first communication from the RugsUSA.com with your kind help.In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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

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 have had the rug close to a month and no dissipation of the smell I had to put it in the garage Company also called and said they would pay for return shipping, and then sent an email stating that they would not It is in the process of being returned, and will see if I get full refund The issue will not be resolved until my full price is refunded on my credit card Only after I filed the complaint did they take any action Phone calls and emails went unanswered until the day after the Revdex.com claim
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:
[Your Answer Here]
I did not receive the level of quality customer service expected in a businessThey were difficult to get in contact with and there was never anyone who I spoke with that could do anything about the situationThey didn't follow up with me and I had to chase them I will no longer purchase from this company or encourage anyone to purchase from this company
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hello,
The rug was received back at the warehouse yesterday 5/* via ups tracking ***A refund of
$has been processedPlease allow 3-business days for your credit card to update and reflect the funds

Hello,
For both mentioned orders, On 4/** a notification was sent to the customer stating that their orders had to be cancelledThere was a programming error that caused the displayed pricing to post incorrectlyThis information is available on our
website and in fact was included in the e-mail updateThe order was cancelled and refunded within hours of being placedWe apologize for the inconvenience

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 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 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,*** ***

Hello,
I reviewed the order and the photo of the label and the customer received the correct rugWe have sent the return authorization and instruction on how to return the rug for a refund on 6/**We would also like to point out the disclaimer on our
website showing on all display page:
"Please Note: The images we display have the most accurate color possibleDue to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen."

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 call Rugsusa again today and spoke with *** * and she said she was issuing a refund for the rug todayI would like to keep this complaint open until the refund shows up which she said would be approximately days.
For the record: The reply below is incorrectThe first *** pick up was received by ***, left my property in the truck (I witnessed the pick up and got the tag) and returned weeks laterRugsUSA had told me they would supply a return label and I did not need toMy guess is that they never did placed a return label on the wrong rug and therefore the rug got redirected right back to my house the second time I do understand RugsUSA struggles with keeping track of their items evident in the shipping of the wrong rug in the first place.
I will close the complaint once the refund posts.
Thank you for your assistanceI am grateful that with the help of Revdex.com, they did the right thing.
***
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, when we first received the customer's call a ups pick up was issuedSince it was not used a label was also sentHowever, the original return tracking number updated and shows we rec'd the rug back on 4/**A refund for the rug was issued in the amount of $on 4/**The customer also ordered a rug pad which is still current on the order and was received on 3/** ***We will honor the priice paid for the rug if the customer would like to re order the rug