Oriental Rug Gallery of Texas

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to meI accept the gesture made by Rug Studio, but note that they have not changed their website which still advertises "NO TAX" as of 12/9/17.
Regards,
*** ***

We do find it unfortunate that Ms*** did not like her rug or that her monitor settings were such that the color was off from what she thought she was receivingAfter viewing pictures she sent us and comparing with what we have offered on line, we did determine that our pick up and replace
policy would not help her because she did receive the correct pattern and colorThis is why we go to great lengths to warn customers about the various color settings and differences from one monitor to the next and we HIGHLY suggest that if they have not seen that particular rug in person, they either order a sample size to try for color or call one of our showrooms to discuss the actual color rather than trusting a computer monitor that may or may not be accurate. We did offer Ms*** a full refund upon return of the rug, however, she simply continued to send us impolite emails We did supply pictures to her credit card company who came to the same conclusion that we did regarding the accuracy of the product shippedAs our policy states, we do not facilitate return shipping Thank you

Mrs*** did email us and tell us that her dog did indeed damage rug rugSome rugs are much more pet friendly than others and any rugs with hooks or loops are not considered "pet friendly" or even high heel friendlyUnfortunately we cannot take back any items that are damaged unless they were
damaged by us or in transitThank you! (see attached pictures for samples of the damage the dog did to the rug)

Complaint: ***
I am rejecting this response because: I will continue to say that I was told the day that I cancelled the order that there was a problem and it had not been shipped yet and the reason that I requested that *** put through the cancellation 3-days later I receive an email that my item shipped the very next morning after speaking with *** (whom I only spoke with the evening before the item shipping the "very" next morningyet he could not see that)?? And why would they wait several days after shipping the item to email me that it had shipped? Had *** said "I see that your item is ready to ship in the morning", as I do not understand why he could not as it apparently was already loaded, I would have never cancelled it but when he could not tell me when it would ship (after waiting nearly weeks for a ship date to begin with) and I needed the rug for an upcoming event that would have been received too late at this point! Rug Studio is not an honest business as this to me appears to be an attempt to make you think your order is being cancelled and then suddenly you receive the item and cannot return it without paying a huge return fee (half the cost of the rug)which, makes someone rethink whether to return or keep it Keeping it means that Rug Studio is not out any money for the returned item and no restocking fees, etc What I had asked *** (who apparently does not feel that his customers are important) was to provide me a shipping label for $to return the item since the total cost to ship the rug to me was only $and he offered a shipping label of $His statement in regards to offering the return shipping label for $"was above and beyond what they do for their customers" proves they are not customer friendly Also, his statement that he would send me an extension for their return shipping option through 12/has never been received by me (again, customers are not his priority)I'm still requesting a return shipping label for $
Regards,
*** ***

Customer's order was placed on line on 11/26. We were open the very next day to assist customers. Customer reached us by phone and added pads to his order. He did not ask for any additional discount NOR was any additional discount available. He got the very best Cyber Monday/Black Friday pricing. On...

Decemeber 8th, he submitted a price match request via email for an additional rug. We approved this price match and sent him the approval via email (see attached). He then asked if we would discount the rugs he already received the week prior even further because he found the rug a bit cheaper today on someone else's website. I explained to him via phone call multiple times that our price matches are only good on new orders- not previously shipped orders as is very well noted and explained on our price match website (see here  [redacted]) We reply to price match requests all weekend long via email and customer never requested a price match until after he had already received his rugs from us. (see attached email and their dates) Price matching is offered at the time of purchase only. The lower-priced item must be identical in name, size, weight, color, quantity, quality, and model number. The price must be published and valid on an in-stock item at the time of the requested price match. An original print advertisement, online validation or website address showing the lower price must be presented. We reserve the right to verify the availability of the item at a lower advertised price. Any limitations and exclusions will apply. Price matching may not be combined with coupons or other promotional offers unless also combinable at the retailer of a lower-priced item. Price matching is valid in the U.S. only. Price matches may be requested in stores or online. We reserve the right to limit quantities of items matched. Customer then submitted another request directly to me noting another site he found the rug on called Luxedecor. I again explained to him that he was welcome to submit another price match request but that it can only be applied to NEW orders, not previously shipped orders. I offered him an RA should he wish to return any of the items he received from us but he declined.  Customer said he was going to purchase the rugs from another vendor and have them shipped to us. I explained to him that all returns coming back to us need to have our return authorization paperwork enclosed in order for us to refund the correct account. Rugstudio stands by it's price match policy and will always honor prices matches on NEW ORDERS only.

RugStudio stands by it's posted return policy. We have refunded this customer in full for this rug however, he, like every other customer, is responsible for return shipping of his purchase. Thank you!

Complaint: [redacted]
I am rejecting this response because:1. The refund is conditional on their acceptance of the return. I will not pay to ship back this low quality product only to have them then claim it was damaged in transit. I will return the items as received. 2. They need to provide a prepaid air bill & shipping materials at their cost. 3. I paid by credit card & gift certificate for 2 items. The gift certificate fully covers the cost of the item not being returned. I 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]

This customer’s rug was refunded in full  on 11/13. I’m sorry, I was out of the country without any internet (or electricity or runner water for that matter) so I couldn’t get to this sooner. Maybe he spoke with someone in my office after filing the complaint. However, it was refunded to his...

credit card on 11/13 after we waived our typical pick up and replace policy as a one time courtesy to him.   Approval code [redacted]   Thank you,   [redacted] RugStudio Manager

Good afternoon [redacted],   The customer had originally contacted us for a status update on 11/4. I did not tell her that the item had not shipped, but that I was checking to see whether or not it had. She then requested the cancellation the next day. The 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 24 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 cancellation. The cancellation could not be completed, as the item has already been shipped. Per our 30-Day Return Policy (Click to View), the customer is now responsible for return shipment. We decided to offer an accommodation to her by quoting the cost of return shipment on our UPS account, which she declined. The 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 Fed-Ex account 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 reason. This was not accurate, so after finding this out through their investigation, PayPal closed the case.   The initial Return Authorization expires on 12/11/2014 (in two days), so I will send an extension email to the customer for this until 12/19/2014 giving her some additional time to return it with no penalty. This customer has been offered accommodations by RugStudio that go beyond what is offered in our policies. We can do nothing more.   Thank you,   [redacted] RugStudio [redacted] ###-###-#### EXT[redacted] Monday - Friday 9-5 Central Time Zone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Rug Studio consistently fails to address my multiple accusations and complaints. They apparently think that simply repeating their returns policy over and over will take the focus off their blatantly unethical behavior. This is just more evidence that Rug Studio is wholly uninterested in their customers' needs. Warnings about them from other customers are all over the internet; while Rug Studio is sometimes praised when orders go smoothly, there is a clear pattern showing that Rug Studio simply dismisses any customer problems. Hopefully the Revdex.com will reconsider its rating of this unethical company.
Regards,
[redacted]

As three different sales specialists told Ms. [redacted], she is more than welcome to return this pad, if unsatisfactory for a full credit. We offered to allow her to return this on our UPS account and send her a printable label. The 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 like. The size and style of the cuts of this pad are detailed on the product page where Ms. [redacted] placed her on line order. We 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 pad. Thank you

Customer refused shipment thus incurring restocking fees and return shipping. Customer 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 $100 credit they had issued her for making a purchase over $500. American Express's policy is to remove the $100 credit once the customer is refunded in full for their purchase. Unfortunately restocking fees charged by the warehouse that received customer's refused shipment are passed on to the customer. This why we go to great lengths to help our customers return their items to our distribution center to avoid such charges. Thank you

Hi [redacted], I remember your situation well. Surya does have a great pick up and replace policy anytime something is delivered damaged or defective in any way. All they ask is that they are made aware of it in a timely manner. Unfortunately, it appears you didn't report any sort of issue with this rug...

until after you incurred some vacuum damage. Your emails stated ' it catches on the vacuum. This 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 user. We do ask that you always report manufacturing defects to us before using the item and/or vacuuming it so we can remedy the situation quickly. Having said that, we don’t want you to live with a damaged rug any more than you do. If 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 can. Thank you!

Complaint: [redacted]
I am rejecting this response because:
Well. This response is filled with so many outrightfalsehoods and distractions that I will only respond to the most relevant ones. Iwill say that she has confirmed for me her lack of business ethics.      My main intention in writing to the Revdex.com,of course, was to protect myself from being cheated by RugStudio. Now, I feel Ineed to do all I can to warn others of the risks of doing business with them –and hopefully to convince the Revdex.com to reevaluate RugStudio’s current A+ rating.     I realize that every company has somenumber of dissatisfied customers, but an internet search reveals a clearpattern of RugStudio abusing their returns policy in order to avoid takingresponsibility for their errors.       I don’tknow if the Revdex.com will have time to trudge through the details below, but, if youdo, I think you will find clear evidence of this pattern.  (The UPS timeline, attached, is an especiallyhelpful document.)     Here are thefacts: About 12 hours after I ordered the rug, which was advertised as arrivingat my house within 3-5 days, I received an email saying the rug would not leavethe warehouse until the following week. Not a huge delay, and no big deal. Inoticed that it was coming from the New Jersey manufacturer, rather than theSan Antonio warehouse from where they had said most orders shipped. Perhapsthat’s why it would take a little longer. No big deal. Since I now had at least4 or 5 days before the rug would leave the warehouse, I decided to see if Icould find a better alternative. And early that afternoon – just 15 hours afterI had ordered the rug – I found and purchased a superior rug at a better price,and then immediately called RugStudio to cancel my order with them. I did notcall to “complain.” I was friendly, and their rep was friendly as well, askingif she wanted me to see if she could find a way to expedite the order (she alsosaid she did not know why the shipping date had changed – she thought that wasstrange). I told her, no, thanks, I had already purchased another rug. Sheaccepted this and said she would begin the cancellation process. Fine. Iimmediately received an email saying they had notified the warehouse/manufacturerabout the cancellation.     Then, about20 minutes later, I received another email from RugStudio saying the rug hadjust shipped!  (Remember, my lastestimate from them said it wouldn’t leave New Jersey until the following week.)   When I called back and spoke with themanager, she told me I had only two choices: I could either keep the rug or payfor its return shipment (which I already knew could cost as much as $100 or so).She NEVER attempted to inform me of other options, such as bringing the rug toa local store. I’m sorry to say she is simply lying about that, and she wellknows it. I only heard of such a possibility from the multiple consumerslodging similar online complaints (in which they received the wrong rugs, ordamaged rugs, only to be told they could either pay for return shipping or keeptheir bad rugs). When they asked RugStudio about returning these bad rugs totheir local stores they were told that that would incur a $200 “restocking fee.”   Anyway, when I pressed her, themanager refused to admit the company had erred in any way. She said thatmorning’s email was “just an estimate.” If the Revdex.com reviews that email (thesecond doc submitted by RugStudio, with a time stamp of 10:33AM on 8/6), youwill notice that it says that the actual shipping time could possibly change “bya small amount.” Bottom line, even after reading fine print, RugStudio gave meevery reason to believe I had plenty of time to cancel my order.     I was astonished that this manager was soblatantly and callously refusing to take any responsibility for her company’s incorrectmessaging. But she was a brick wall, never offering any solutions. To cap itoff, at the end of our conversation she said “You have a nice day!!” in assmarmy a voice as she could muster. Still astonished, I cursed, and then hungup. (I should also mention here that her insinuation that I was threatening afight is absurd. What I said was that it wouldn’t be fair to make me pay forreturn shipping – and that I would certainly fight that.)     The UPS timeline document, I think, isparticularly useful because the RugStudio manager repeatedly told me on thephone that there was nothing she could do to stop the order because the rug wasalready loaded on the truck. But when I called UPS, their rep assured me that therewas absolutely no way the rug could have been on the truck because it had notbeen scanned in yet (he could find no record of the tracking number that RugStudiogave me). As you can see, the item was not scanned in until about four hourslater, and did not depart the warehouse until about eight hours later.    I am convinced RugStudio expedited theshipment right after I cancelled the order (so that I would be forced to keepthe rug). Still, even if I’m wrong about their corrupt intentions, they are failingto take responsibility for their earlier message that clearly stated a laterdelivery date. And, again, a simple google search shows this sort of behaviorto be a pattern with this company.    UPS attempted to deliver the rug yesterday (8/11), and I formallyrefused delivery, so I suppose it is on its way back to wherever it came from(apparently not New Jersey after all). I have contested the charge with Visa,so that is in process, but I want to ensure that I not only receive a fullrefund, but that I am not charged any return-delivery fees or “restocking” feesas a result of this company’s misstatements.    I’ve already spent way too much time on thisissue and would like to get it off my plate, but I feel some responsibility tohelp document RugStudio’s ethical lapses to the Revdex.com. Thanks for listening,[redacted]Regards,
[redacted]

We are very sorry to hear of this issue and hope you will accept our gesture of goodwill that we will be mailing to you in the next few days.  Thank you very much for taking the time to notify us.

A claim has been processed for the damaged rug and will be picked up at no expense within the 5-7 day processing time it takes to complete a call tag and claim. The 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 confirmation. We will gladly issue a full reufnd once the rug is returned to us.   https://wwwapps.ups.com/tracking/tracking.cgi?tracknum=[redacted]#

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 length. She then "refused" her shipment which she apparently never even opened upon delivery. She 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 instructions. Attached are only a few of the emails we received from this customer regarding her return process. She 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 customer. Thank you

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

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 months. I 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]