ComplaintsforRugs.com

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 3 rugs for a total of $627.30 including shipping on February 19, 2022 from Rugs.com on their website. The 3 rugs were shipped in 3 different Fed Ex boxes all to be delivered on February 26, 2022.The Fed Ex tracking showed the 3 boxes were delivered to my home at the same time on February 26, 2022. They are were not delivered to my home. I am not sure where they were delivered. Since I was home and getting instant alerts I promptly notified Fed Ex and Rugs.com.Fed Ex opened 3 different cases and promptly communicated with me culminating with Fed Ex telling me on March 1, 2022 that they can't find the boxes and to file a complaint with Rugs.com.Rugs.com also opened a case with ***** on February 27, 2022. To date after me contacting them on March 1 and March 2, 2022 they still say the case if pending with *****. As well, when ask to speak to a manager or someone in their courier department they have denied my request. I have contacted my credit card company, but the lack of communication except that they will get back to me with an almost $700 order is unacceptable. In addition, with 1 last email they seem not to even have my original complaint.Very frustrated and now feel this is a fraudulent company that does not want to address its mistakes or address them with the vendor who made mistakes. Bottom line, I paid for a product and did not receive it and it is not based upon anything I did.Appreciate your assistance. Thank you

  

  Business response

  04/18/2023

  This customer had a pretty negative experience with *****.  They ordered hand made rugs which were lost by ****** the following case numbers were launched against ***** for the full purchase prices per item:
  
  270047198160
  Claim filed for SKU : 2618841
  Case Number : C-59255359
  270047146575
  Claim filed for SKU : 2419231
  Case Number : C-59255526
  270046556629
  Claim filed for SKU : 2306886
  Case Number : C-59255725

   

  The customer was fully refunded on March 7th, 2022.

   

  Sincerely,
  

   

  ***************************

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a rug from Rugs.com in January and put the payment of $89 on a master card gift card I received for Christmas. Order number # ************ When I received the rug I noted it was flawed; cut crooked as much as 3 inches off. I returned the rug via Fed Ex as instructed tracking number # ***************. The number they gave me to put in front of return was PVBJ2RM8UN. They received it on 2/2/2022. The Mastercard gift card is nonreloadable( which I was unaware of)so they wont refund my $89 They said they can only give me store credit! This is unfair. I shouldnt be forced to purchase from them. They could send me a check. No where in their return policy does it state that the return has to be credited to the same card as payment. The management stated they can only give me store credit but would rather refund the gift card ??? They now have their merchandise back and the $89 too!! They have made no attempt to contact me since they got the rug back on 2/2/2022 Please help me get my money back.

  

  Business response

  04/24/2023

  Dear **********;

   

  I am very sorry for the issues with your return.

  I see the return arrived on 2/14 and refunded the same day, two days before the dispute was filed.  I'm hopeful the funds have been received and want to confirm with you that they have been.

   

  Furthermore, for the trouble experienced with our returns process, I wanted to offer a store credit for $100 which can be used towards any future purchase.

   

  If this would be satisfactory, please confirm that you have an account on our website and we'll have this amount provided on the account.  If you might not have an account, please register through ******************************************** and we can provide the credit afterwards.
  
  I hope to hear from you soon and apologize again for the subpar service.
  
  Sincerely,

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 2, 2021 I placed order # ****XS2MQF for a 9' x 12' **** Chindi Cotton Rug. The rug I received smelled super moldy. The rug was moist in some of the inner parts of the fold/roll. It was not raining when it was delivered and it was taken in immediately upon delivery. Nothing has been spilled on it and the packaging was not torn. The entire rug was significantly darker than pictured on the website and the tassels were almost ***** when we expected a light creme at most and the rug is really dark compared to the online photos. The company sent me a replacement rug which was significantly worse than the first. I requested to return the rugs. I was sent labels and instructions to return them to a ***************** center. After 4 months of attempting to return the rugs, there is just no way possible to return them. The rugs must be folded up using a professional machine to make them as small as they need to be. Additionally, the rugs smell so rotten the carrier is refusing to accept them. I've emailed the company multiple times to zero response. I just want a refund since the rugs were completely unusable.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rugs.com sent two rugs to my home. I didnt order and rugs and realized the address on the shipping labels belong to someone else. I called Rugs.com to find out what would be needed to send the rugs back to them. They sent ***** out on January 5, 2022 to pick up the rugs, and everything went smoothly. Until I received a phone call from the original customer inquiring about the rugs. Someone from Rugs.com provided them with my name and phone number to call me. This was a complete failure in consumer information protection.

  

  Business response

  04/18/2023

  Dear *******,
  
  We have reviewed your complaint submitted to the Better Business Bureau on January 11, 2022. It is very unfortunate that we didn't have the opportunity to respond to you via the Better Business Bureau, but I see that we reached out to you once we recognized this serious mistake made by one of our team members.
   
  I can tell you that one of our customer service representatives made a mistake and faced disciplinary action as a result. We are sincerely sorry for this error. We would like an opportunity to offer you store credit with Rugs.com. We are willing to issue a store credit of $300.00 to make amends. All you need to do is acknowledge the receipt of this notice and indicate you accept this offer, and we will issue the store credit immediately to an email address of your choosing.
  
  Again, I am sorry for the inconvenience caused and I understand your frustrations. Please know that customer satisfaction is our top priority and information security is a key component of that core value. We have served millions of customers and we are very proud of our data security record. We have used this individuals mistake as a learning opportunity and have ensured that this does not happen again.

   

  Sincerely,

   

   

  ******

  ****************

  Customer response

  04/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 3rd I ordered a rug from Rugs.com. I paid $259 and the charge was processed on January 5th. I never received a shipping confirmation email even though Rugs.com advertise ***** hr shipping times. On January 10th I received and email saying they incorrectly charged me, and did not include the shipping cost which they said was $65 for 2 day shipping and I would have to pay that to receive the rug I had already paid for. This is completely unacceptable that the website they run did not correctly charge me, and they took an entire week to notice the error and communicate that to me. They already broke the *** rule by not shipping my order within the advertised time. I cannot be held accountable for the error that occurred on their behalf. I would have gladly paid shipping at my checkout but I was not charged for it. On the website they advertise free shipping in multiple places and only one of those in the *** section state the HI exemption. This is very frustrating as every other site I have ordered from has all correctly calculated the charge for HI shipping. Please help me resolve this issue as I feel that they should waive shipping due to the error on the behalf of the company.

  

  Business response

  04/18/2023

  Dear *******,

   

  First, our sincere apologies for not responding via the Better Business Bureau sooner!

   

  I am sincerely sorry for your experience regarding the shipping to your address in ******. The communication on our end of this transaction was unacceptable. I will save you excuses and assure you that corrective action has been taken on our end to ensure that this doesn't happen again.

   

  I would like to offer you $200 in store credit to make amends. Beyond this, we will be willing to cover the shipping fees on your next purchase. All we will need is your email address so we can make arrangements to provide you with the store credit. We will follow up with dedicated support when you are ready to place the order.

   

  I hope that you find this gesture acceptable. Please reach out if you have any questions.

   

  Have a great day,

   

   

  *************************

  Customer response

  04/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased and charged for item that was extremely poor quality. got in touch with company seeking a refund and or exchange but to no avail. scam company that will not honor return policy and or stand behind their product

  

  Business response

  04/18/2023

  Dear ********,

   

  I am very sorry to learn about your experience with us. It is never too late to make amends!

   

  Based on the information provided, I am unable to find anything matching in our order management system, our call/chat/email logs, or our customer database.  

   

  Below is the information that I have:

  *****************************
  ****************************
  **********************************
  Daytime Phone: **************
  E-mail: *********************

   

  Is it possible that this order was made under a different name? Or perhaps a different delivery address? 

   

  Please share with us more directory information so we can take action right away!

   

  Thanks and have a great day,

   

   

  *************************

  Customer response

  04/18/2023

   
  I am rejecting this response because:
  THE PURCHASE WAS MADE UNDER MY NAME AT THE DELIVERY ADDRESS NOTED.  CANNOT UNDERSTAND WHY THERE WOULD BE NO RECORD ON THEIR END

  

  Business response

  04/20/2023

  Dear ********,

  Thank you for responding. We have taken another look through our records. We also did a review of our Rugs.com Amazon Seller Central database, but still can not locate an order for you. Is it possible that there is a mix up with the company that you purchased from? It is not uncommon for us to field calls, chats, and emails from other company's customers - this happens on a daily basis. If you were to share a picture of the product label (or perhaps just the product itself), we could determine if you made this purchase from us.

  Again, we are very sorry for your experience and we want to perform our due diligence to make things right!

  Sincerely,

  The Rugs.com Team

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I searched for and found a rug I liked on Rugs.com. When the rug was in the shopping cart and I was ready to check out, a pop-up came up asking if I would like to add a rug pad to the order. I chose one that said it was made of felt. When the rug pad arrived, I noticed that it had a rubbre backing which I cannot use on my flooring. The reg pad arrived at my house on 11/30 and I contacted Rugs.com on 12/1 stating that I want to return it for a refund as stated on their website "Free returns on all orders". The person on the phone said that I could not return it. She said I was notified of this on my receipt. I don't understand why I would be notified of the policy AFTER I placed the order??? I am still seeking a refund based on the "Free returns on ALL orders" that is advertised on their website. What happens if my order arrives and I'm not happy with it?30 Day Hassle FREE returns ( excluding Final Sale items and shipments to AK, HI, ********************************* If for any reason you are not 100% satisfied with your purchase you may return it for a full refund. We offer hassle free returns, simply call us @ (24/7) to obtain an RMA # (return merchandise authorization) for your return.Will I pay for shipping back?We offer FREE returns on all purchases (excluding AK, HI, ********************************* which we'll email you a return label.Free *************** Returns on All Orders Please notice the word ALL in their information about returns. The customer service person said that the rug pad is non-returnable and that this policy is listed on the website. My complaint comes from the continued use of the word ALL in their return policy and the fact that when the item pops up upon checkout, it isn't instantly evident that the pad cannot be returned.

  

  Business response

  04/24/2023

  Dear ********, 

   

  I hope this email finds you well. I am writing to apologize for the hassle and inconvenience that you experienced with the rug pad that you purchased from Rugs.com. We are sorry that the rug pad you received did not meet your expectations and that you were unable to return it. We understand that the advertisement on our website could have been misleading, and we apologize for any confusion this may have caused you. 

   

  Please know that we take our customer's feedback seriously and we use this experience to improve our customer service and communication moving forward. 

   

  We would like to offer you a store credit of $300, which you can use to purchase a new rug for your home. We hope that this shows our commitment to making this situation right and regaining your trust. We value your business and want to ensure that you have a positive experience with our company in the future. 

   

  We appreciate your patience and understanding in this matter and look forward to serving you better in the future! 

   

  Sincerely, 

   

  --

  *********** John 

  Content Marketing Specialist 

  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an outdoor rug in late August 2021, Order ID# **********. Upon receipt, l unrolled the rug on my deck, and after a day in the sun, the edges started to curl up. I contacted the seller, Rugs.com, by phone to complain. On August 28th and 29th, l had several email exchanges with **** and *********, customer service representatives. I asked for a refund at that time and was asked to send photos to facilitate that. I sent the photos. August 28th, l was, instead, offered $27 to just keep the rug. Plus l got crease (there were none) removal instructions which l followed. On August 29th, l again asked for a refund. During this time, l explained that l had tripped on the rug and it was a serious hazard for me. (I am a ***********************************************************************) September 9th, l explained that the crease removal suggestions did not work and that l believed the rug to be defective. Once again, l asked for a return information. Somehow every person lve spoken to has managed to evade my request for a refund. The initial offer of $27 and keep the rug became a 25% refund with a rug return, then it was 15% with the next representative. After an hour on the phone today with the 5th representative, a supervisor, it became a refund minus a 25% restocking fee (on a $129 rug) and l pay the postage. I have been told each time that the restocking fee is because its past the 30 day return window. Apparently, it is okay to ignore my requests for a return until the 30 days have passed. Also l learned that the 30 days dont apply for a defective item. However, Rugs.com refuses to acknowledge that the rug is defective. They say it is a packaging issue. I was told that they pack according to the manufacturer instructions and how it comes out of the package is how it is. I believe it is their responsibility to deliver a safe product that lies flat and doesnt present a tripping hazard. Rugs.com owes me a full refund and return postage.

  

  Business response

  04/20/2023

  Dear *****,

   

  I hope this email finds you well. We are truly sorry for the delay in our response. 

  
  We sincerely apologize for the inconvenience and frustration that you have experienced with your previous order. We understand that you never received your return label or refund.  If you would so kindly provide a PayPal user name (your account email address), we can send you the funds owed there as soon as possible. If this is not an acceptable method,  I would like to offer you store credit of $150 towards any of your future purchases with us. We value your feedback and appreciate your patience and understanding. 

  
  Once again, we sincerely apologize for any inconvenience this may have caused you and hope to have the opportunity to serve you in the future.
  Sincerely, 

   

  Jo ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩