Business ProfileforRug & Home

I recently purchased furniture from this company on February 10, to this date I have yet to receive any merchandise. I filled a claim in March with the finance company. Rug & Home has to the *************** that I didnt cancel in time which is incorrect. When tried to cancel because they could not deliver, I was asked if I could wait until March 26. I was later contacted by *********** offering my damaged merchandise at a discount price. I said absolutely not, I bought New and why would I want to pay for damage merchandise. Rug & Home is telling the finance company that I cant cancel on one hand because I didnt cancel in time and the other hand what I purchased is non refundable. Now for Five months later they want me to pay $10.249.36 for merchandise that I do not have in my possession.. This the fourth claim with the finance company who is Syncrony Home. The finance company after three claims and five months later in favor of the merchant. I was offered to damage merchandise in exchange for a discount price, the delivery date was changed and promised and they never delivered. Now I being forced to take merchandise that I no longer want or do business with Rug & Home in Kannapolis.

Hello! We do appreciate the review, as we value any feedback we receive from customers (good or bad) so we can improve, however I feel there may be some kind of confusion or misunderstanding. From the notes we have on your order, this is what has occurred:In February, you came into our Kannapolis location and worked with a design associate to select a bed, a power sofa recliner, a power loveseat, a nightstand and a chest. You were originally quoted 2-4 weeks by the design associate because both the nightstand and chest were supposed to be in the warehouse, but before we completed the transaction we discovered that only the nightstand was in the warehouse and the chest had to be ordered. You were then quoted the correct timeframe of 6-8 weeks, since we had to order a piece. During the transaction, we let you know that furniture sales are final and that financing sales are final, and you chose to proceed with the order. We placed the orders for those pieces coming from the warehouse and vendor that day.The next day, you requested the chest be changed to a dresser that was also supposed to be from the warehouse and we were able to process that cancellation of the chest because it was within 24 hours of our ordering it and the vendor had not put the chest into production yet.After that, we heard from the warehouse that both the nightstand and the dresser coming were damaged, so we ordered you brand new pieces from the vendor to replace them and fulfill your order in the timeframe quoted. We received confirmation from the vendor the pieces were in production and on time.Several weeks later and you came to the store, requesting the order be cancelled and to be refunded because you felt it was taking too long. We reiterated that, unfortunately, as the pieces are furniture pieces, confirmed in production and on time, and financed, the sale was final and we could not process a refund. We did let you know we would be happy to provide weekly updates to you on the progress of your order, which we did. The ordered items were delivered to the store in early April (right at the 8 week **** at the end of what was quoted) and inspected to confirm they were in good condition (which they were), We then called to let you know the pieces had arrived. We wanted to also offer you free delivery and a refund of the $299 we originally charged for delivery, as we wanted you to feel good about your experience with us. That was when you let us know that you disputed the charge with Synchrony.Synchrony then reached out to us and we supplied them with all of the signed paperwork with quotes and final sale terms, at which point they confirmed that it was a valid charge. We have then reached out since then to provide you with your items, still with the offer of free delivery. Each time, we have been told that you were disputing it again and refusing delivery.Please let us know if any of this information is incorrect, as we always strive to try and give the best customer service possible and look for ways to improve. Otherwise, please do feel free to reach out to us to schedule the delivery of your items, so you can enjoy the merchandise you have paid for.We appreciate your business, and hope we can deliver your merchandise soon!