Oriental Rug Gallery of Texas

Complaint: [redacted]
I am rejecting this response because: I will not (and, should not have to) incur any cost, including shipping as this order was cancelled due to the circumstance of the first rug received. After receiving a contaminated, infected, damaged, clearly NOT NEW and HAZARDOUS product, as part of an obvious bait and swap scam, NO PERSON IN THEIR RIGHT MIND would accept, or even want another potentially hazardous product coming into their home. That second rug could have been stopped and returned to them, it did not have to leave the warehouse... the tracking information shows it physically left on Sunday. Furthermore, how could any legitimate company hold a consumer responsible for this incident; no regard for my time, trouble, inconvenience, decontamination of my home, and a trip to the doctor from exposure to the contaminants in the rug. AGAIN, WHERE DOES YOUR POLICY STATE WE CAN SCAM YOU, EXPOSE YOU TO HAZARDOUS MATERIALS, FRAUDULENTLY ADVERTISE BOTH MERCHANDISE AND THEIR BUSINESS, AND EXPECT ME - THE VICTIM TO BE RESPONSIBLE FOR THEIR SCAM.  This entire event is the the SOLE FAULT and responsibility of the fraudulent seller.
Regards,
[redacted]

Customer called complaining that his order was not shipping from our warehouse in Texas as our order acknowledgement states. I tried to explain to his tha t actually our order acknowledgement states "Most orders ship fromour warehouse in San Antonio, TX within two or three business days. In the...

event that an item is not in stock, it will be shipped to you directly from the manufacturer (usually within 7 business days)."  We alerted him within 24 hours that his order would ship out in an estimated 2 days from the manufacturer in NJ. He did request to cancel the order at which time we sent him an email alerting him that his order was not considered canceled until the warehouse in NJ confirmed they could stop the shipment. They replied within the hour that the item had shipped and they provided tracking. When we informed Mr. [redacted] of this he was furious as he had incorrectly assumed that it was canceled at that point. I am attaching copies of all the emails we sent him notifying him at every stage of this order and our return/cancelation policy.  When he called and yelled at our customer service represenative he asked her if she was "looking for a fight" at which point she tranferred to him me. As I tried to go over the order/cancelation process with him his tone and demeanor continued to escalate and he also asked me if  I was "looking for a fight". As I tried to explain to him that he actually lives in a city with a showroom where he could easily return the rug for a full refund, he interrupted me, yelled "[redacted]   you" at me and hung up. I send him return instructions for returning the rug to our distribution center (located about 2 hours from him) and offered him a full refund upon return. To date, rug has not been returned. Once it is received back according to our return policy, we will happily issue him a full refund.

I am sorry but RugStudio does stand by it's return policy. We 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 warehouse. We have considered this case closed. Thank you

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 2.5 days.  Providing normal care to a $500.00 rug should not cause immediate damage.  The rug was defective which was not made apparent until it was vacuumed.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because we immediately canceled the rug as soon as we got the message that the rug was back-ordered per the email they sent that stated we could cancel the order, we canceled it immediately. It seems to us, they did not process our cancelation in a timely manner.Here is the email(below) that clearly states that we cancel the order: ---------- Forwarded message ----------From: [redacted]Date: Mon, Sep 21, 2015 at 3:21 PMSubject: RugStudio Order UpdateTo: [redacted],Thank you for your RugStudio Order. This email is to inform you that, unfortunately, the below item(s) from Order #[redacted] is on back-order.Dash And Albert Herringbone Swedish Blue 6 x 9 Estimated Ship Date: 10/9/2015We have asked the manufacturer to RUSH your order directly to you to avoid any further delays as soon as it is available. We will monitor your order and keep you up to date with tracking information as it becomes available to us.Should you wish to change or cancel your order, just let us know. We will be happy to accommodate in any way we can. We apologize for the delay, and thank you for your patience.RugStudio Customer Service[redacted]Mon - Fri 9am - 5pm CSTwww.RugStudio.comALISA,Thank you for your RugStudio Order. This email is to inform you that, unfortunately, the below item(s) from Order #311075-RS is on back-order.Dash And Albert Herringbone Swedish Blue 6 x 9 Estimated Ship Date: 10/9/2015We have asked the manufacturer to RUSH your order directly to you to avoid any further delays as soon as it is available. We will monitor your order and keep you up to date with tracking information as it becomes available to us.Should you wish to change or cancel your order, just let us know. We will be happy to accommodate in any way we can. We apologize for the delay, and thank you for your patience.RugStudio Customer Service[redacted]Mon - Fri 9am - 5pm CSTwww.RugStudio.c
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 refund. We have no further comment on this issue. Thank you

Complaint: [redacted]
I am rejecting this response because:It seems this is an all too common occurrence with this company.I have read many complaints on several websites where you do this to your customers.I know for a fact that you were not charged a restocking fee. I spoke to a lady that works at the rug company [redacted] and she stated otherwise.I would like to know the contact number to the law firm that represents you. I refuse to be your victim. Like the people listed below were.[redacted]They rudely demand that you pay for their mistakes.That's my experience with a recent purchase. Read on if you want to hear the whole story.[redacted]
 
[redacted]
[redacted] 
Regards,
[redacted]

Mr. [redacted] did not want a replacement (as per our return policy) nor did he want to complete the claims process. He requested and RA to return his item for a full refund. Mr. [redacted] claimed that our warehouse refused his shipment. We show no such refusal on our part. Refusals at our warehouse...

are very very rare and are documented with pictures and paperwork to back them up. I emailed Mr. [redacted] and explained that it was likely that [redacted] tried to deliver to the wrong address (happens all the time). If he were to tell [redacted] this issue happened, they would attempt redelivery for free. I also asked Mr. [redacted] to please provide me with the address he shipped the rug to so that I could further investigate with our neighbors here, but he did not respond. Unfortunately, if an item is not returned to us, we cannot refund it. We have no evidence that Mr. [redacted] received anything incorrect or we would gladly have picked it up at his expense, but as I mentioned, he was unwilling to complete the claims process which consists of resonding to our claim email and receiving a replacement at no charge.  If he would still like to provide the shipping address where he tried to send the rug (from his [redacted] receipt) I would be happy to investigate with him and/or help him file a [redacted] tracer or claim. As the shipper of this return, he would have to be the one to call [redacted] to start a tracer and find out where/who refused this item. It's very simple to do and it's something we do often on our shipments. It only takes a phone call.  He has many options through [redacted] to receive his shipping charges back but I would need some sort of response from him in order to help him with this.

Complaint: [redacted]
I am rejecting this response because:No authorization was given prior to merchant for second debit to my credit card. Rug Studio simply withdrew funds from my account to their convenience- thats stealing. Rug Studio is inflexible and fees are unreasonable. Judging 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 once. https://[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 30 day return policy.Re-stocking charges are unwarranted as I am unable to verifity if the item ordered was the one indeed ship to me. The item never entered my presence. Everything 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 confirmation. It's a poor way of conducting business and if you see that the problem is continuous, something has to change.  Thank you.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Again, how I can return this rug if return shipping cost is more then rug itself ? Am I suppose to stuck with the rug which is nothing like advertised on web side ? rug colors are totally off ! Rug company description of this rug is misleading  , dishonest . yellow and green are never been the same colors! i strongly believe that rug company has to refund my money and pick up their rug . The fact that they dont provide prepaid by company  return label means that customers will never have chance to return and have to lose money? Especially when its a totally rug company mistake for falls advertisement !
Regards,
[redacted]

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 2/26 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 2/29 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]

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 policy. We have considered this matter closed. Thank you

RugStudio stands firmly by our price match policy.

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 only. All she said (about the policy) at that time was that rugstudio does have price match policy for my order. More 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]

Customer did call to cancel the order because we thought it was not available to ship. However, we sent her this very detailed email (attached) stating that, among other things "Please note that your order is not considered canceled until we have received confirmation from the warehouse, usually...

within one or two business days." Unfortunately, the customer did not heed this warning and did not wait for confirmation that the order was canceled before purchasing something elsewhere. Her order had already shipped on the day she requested it canceled and we were unable to stop the shipment. We did issue an RA for her AND offered her a return label at our discounted rate with which to return the item for a full refund. I'm sorry but orders that have already shipped cannot be stopped. Once received we will gladly issue a full refund for this item.

Complaint: [redacted]
I am rejecting this response because:My dog did not ruin the rug. The rug was of horrible quality. The "loops" were not glued DOWN CORRECTLY! I had that rug for 8 hours! The past rug I had down for 11 years. I am still in demand of reimbursement!
Regards,
[redacted]