Oriental Rug Gallery of Texas

Customer refused shipment thus incurring restocking fees and return shippingCustomer has been refunded in full for the rug she ordered, but like every other customer, is responsible for return shipping fees as posted both on our website and on her order confirmation (see attached)Amex did withdraw the $credit they had issued her for making a purchase over $American Express's policy is to remove the $credit once the customer is refunded in full for their purchaseUnfortunately restocking fees charged by the warehouse that received customer's refused shipment are passed on to the customerThis why we go to great lengths to help our customers return their items to our distribution center to avoid such chargesThank you

I am sorry but RugStudio does stand by it's return policyWe have refunded the customer in full for their purchase, but had to pass along the return shipping charges incurred by the customer returning rug to wrong location and imposed on us by that warehouseWe have considered this case closedThank you

Good afternoon ***, The customer had originally contacted us for a status update on 11/I did not tell her that the item had not shipped, but that I was checking to see whether or not it hadShe then requested the cancellation the next dayThe fact that the item had shipped was not evident until the cancellation was requested, as the manufacturer that shipped it had not provided tracking information yet (it typically takes around hours for that information to become available when shipped from a manufacturer) Attached, you will find the email that was sent to the customer in response to her initiation of cancellationThe cancellation could not be completed, as the item has already been shippedPer our 30-Day Return Policy (Click to View), the customer is now responsible for return shipmentWe decided to offer an accommodation to her by quoting the cost of return shipment on our UPS account, which she declinedThe cost of the shipping on the way to her is not an applicable comparison in this case, as the product shipped to her from the manufacturer, whom is in another state, on their Fcount whereas we use UPS It should also be noted that this customer filed a PayPal Chargeback, citing “Unauthorized Use of PayPal Account or Transaction Error” as the reasonThis was not accurate, so after finding this out through their investigation, PayPal closed the case The initial Return Authorization expires on 12/11/(in two days), so I will send an extension email to the customer for this until 12/19/giving her some additional time to return it with no penaltyThis customer has been offered accommodations by RugStudio that go beyond what is offered in our policiesWe can do nothing more Thank you, [redacted] RugStudio [redacted] ###-###-#### EXT [redacted] Monday - Friday 9-Central Time Zone

RugStudio stands firmly on it's posted return policyCustomer was warned that if she did not send the rug to RugStudio she would be charged a restocking feeThis is the fee passed on to us by the warehouse that she shipped her rug toWe cannot refund her any more money than we didCase closed

Complaint: [redacted] I am rejecting this response because: This company is claiming my vacuum is the cause If the rug was not defective it should have tolerated the vacuuming without additional damage There was no instruction to not vacuum the rug It is expected that I vacuum it I notified the company immediately as I only had the rug days Providing care to a $rug should not cause immediate damage The rug was defective which was not made apparent until it was vacuumed Regards, [redacted] ***

A claim has been processed for the damaged rug and will be picked up at no expense within the 5-day processing time it takes to complete a call tag and claimThe second rug on her order had already shipped and we were unable to cancel as per our policy posted on our website and on the customer's order confirmationWe will gladly issue a full reufnd once the rug is returned to us https://wwwapps.ups.com/tracking/tracking.cgi?tracknum= [redacted] #

Complaint: [redacted] I am rejecting this response because: I did not return the rug because it was as they said "it was ugly." I returned it do to a odor and it was a wrinkled up mess where the shrink wrap that was used had banded it.I have given this company a great deal of business in the past few monthsI think it is awful the way you try to do consumers the way that you do.I will get my money back one way or the other.This is not the end of it Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:No authorization was given prior to merchant for second debit to my credit cardRug Studio simply withdrew funds from my account to their convenience- thats stealingRug Studio is inflexible and fees are unreasonableJudging for online yelp reviews, this merchant makes a habit of extorting fees from customers.There is no window of opportunity provide to cancel/change offer and the merchant has not offer to fix the problem oncehttps:// [redacted] Rug studio has failed to provide a shipping charge invoice for the item in question The invoice I received indicated "free shipping" and listed a day return policy.Re-stocking charges are unwarranted as I am unable to verifity if the item ordered was the one indeed ship to meThe item never entered my presenceEverything happened on UPS end.It is deceitful to claim "our policy is on website" when it is not clearly stated and re-instated at check-out to accept the terms upon confirmationIt's a poor way of conducting business and if you see that the problem is continuous, something has to change Thank you Regards, [redacted] ***

Hi ***, I remember your situation wellSurya does have a great pick up and replace policy anytime something is delivered damaged or defective in any wayAll they ask is that they are made aware of it in a timely mannerUnfortunately, it appears you didn't report any sort of issue with this rug until after you incurred some vacuum damageYour emails stated ' it catches on the vacuumThis has already caused a chunk to be pulled from it" Surya can't issue a refund or replacement for an item that was admittedly damaged by the userWe do ask that you always report manufacturing defects to us before using the item and/or vacuuming it so we can remedy the situation quicklyHaving said that, we don’t want you to live with a damaged rug any more than you doIf you would like to order a replacement, please let us know and we will be happy to offer you a very generous discount, but we can't refund you for this damaged item at this point You can read more about our return policy and claims procedure on our FAQ page here: [redacted] If you decide to take us up on the replacement offer, please feel free to call us or email and we'll make whatever accommodation we possibly canThank you!

Complaint: [redacted] I am rejecting this response because:The refund is conditional on their acceptance of the returnI will not pay to ship back this low quality product only to have them then claim it was damaged in transitI will return the items as receivedThey need to provide a prepaid air bill & shipping materials at their costI paid by credit card & gift certificate for itemsThe gift certificate fully covers the cost of the item not being returnedI want a refund for the item being returned to my credit card, not a gift certificate that is unusable because the company does not stand behind their sales Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:When I spoke with the rep the next day after placing the order, she never mentioned that price match is offered only at the purchase onlyAll she said (about the policy) at that time was that rugstudio does have price match policy for my orderMore over, this particular small print "Price matching is offered at the time of purchase only" doesn't make any sense to me as site would be still open after hours to make online purchases and no one would be available to support orders made after hours.Instead of accepting my returns, they could very well honor my price match request.Regards, [redacted]

I'm sorry but RugStudio does stand by it's return policy and have already come to an agreement with customers credit card company that also agreed customer would need to return rug for a refundWe have no further comment on this issueThank you

Customer requested RA to return her rug stating that it was "ugly"We emailed her return instructions to which she called and was caustic with multiple sales people on staff threatening to sue us because she didn't want to pay return shipping as stated on our policy page We spoke with her multiple times and via email and via live chat at lengthShe then "refused" her shipment which she apparently never even opened upon deliveryShe was charged the applicable restocking fees and return shipping that we warned her about and which are posted on our website for not following the appropriate return instructionsAttached are only a few of the emails we received from this customer regarding her return processShe did inform us that she frequently sues people and seems to enjoy it and we should "look her up to see that she's telling the truth"Customer has been refunded and nothing further is due this customerThank you

As three different sales specialists told Ms***, she is more than welcome to return this pad, if unsatisfactory for a full creditWe offered to allow her to return this on our UPS account and send her a printable labelThe suggestion to tape the two pieces together is only that, a suggestion due to her disbelief that the pad works well "as is"As always, we welcome return so any product a customer does not likeThe size and style of the cuts of this pad are detailed on the product page where Ms [redacted] placed her on line orderWe do understand that not every product meets with everyone's expectations, and upon return, she will be credited in full back the payment method she used and for the full amount she spent on the padThank you

RugStudio stands by it's return policy and is working hand in hand with American Express to make sure the customer has been charged for return shipping appropriately and according to our posted return policyWe have considered this matter closedThank you

Complaint: [redacted] I am rejecting this response because: The information provided you by Rug Studio does not appear accurate They charged my charge card within two hours of receiving my order on 2/and called the order "processed" The rug was not shipped from Safaveit's Pooler, GA warehouse until three days later (after I had requested order cancellation)I sent Rug Studio an e-mail inquiry on 2/regarding returning the shipment to the Pooler, GA location (from whence it had been shipped) but they chose to ignore this e-mail inquiry I shall forward you a copy of same if you so desire Referring me to their self-serving "policy" a week later is too little too late.They are still holding onto the purchase of the rug plus restocking and shipping fees for merchandise they never stocked nor shipped Regards, [redacted]

Complaint: ***
I am rejecting this response because: Rug Studio charged me for the rug several days before it ever shipped from the supplier. From the onset Rug Studio would not allow order cancellation. Although they have credited my charge card with the purchase price, Rug Studio has now charged me $($for re-stocking and $60. for shipping fees). They have repeatedly cited their self-serving, "policy" to justify these charges. They themselves never stocked nor shipped this rug. There is absolutely no justification for their charging me for re-imbursement of ANY expenses especially ones they never incurred. This rug was never in their possession. They have provided absolutely no evidence they have incurred one cent in expenses on this order. I had to make a mile drive to Fin Tallahassee to address the return of this rug. (I feel I should charge Rug Studio for the time and money which their "policy" has cost me.) The rug was returned to ***, the supplier, because Fwould have charged me $to send it on to Rug StudioRug Studio implies they have to pay the supplier the $130.24 expenses which they have now charged me. They have provided absolutely no evidence that their statements regarding owing to any monies to ***, the supplier (or anyone else) are true. MOREOVER, had they allowed order cancellation as originally requested there would have been no expenses incurred by anyone. ALL of this stems from an order which they refused to cancel. It seems apparent that Rug Studio refuses to cancel an order once they have gotten the subject charge approved by the credit card company. When they found the rug had been returned to *** and I would not be purchasing the rug through them they charged me $130.24 for "re-stocking" and "shipping". They neither stocked nor shipped this rug. They have essentially charged me for them doing nothing. That is no way to do business and should not be allowed. I re-iterate that Rug Studio should remove this unjustified charge or $from my Visa card. Regards,*** ***

Per our FAQ page and conversation with customer, it is impossible to cancel an order once it has been processed for shipment as her wasWe sent her and email with this information and I am attaching mutiple screen shots from our policy page where we clearly state this factWe did inquire as to
whether or not the order could be stopped but the warehouse had already processed it and put it on a truckWe did send the cusotmer return instructions for receiving a full refund, however, customer did not complyI'm sorry but the charges that the manufacturer applied to her refused shipment have to be passed on to herThank you

Customer has been refunded in full for the price of the rugCustomer is responsible for all return shipping costs (per our return policy) and because rug was not returned to us or one of our showrooms, Noursion has assessed a restocking fee (also stated on our policy page and explained to customer before he refused item)Both credit receipt and shipping charge receipts are attached as well as screen shots of our policy page and return policy pageAt this point RugStudio has closed this order and this issue

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
The company has issued me a refund so it appears that the matter is settled for nowI will contact you if I do not receive the
refund check in the two weeks that they promiseThank you
Regards,
*** ***