RugsUSA.com

Hello, This item was delivered to the customer on 1/**/Any issues with the item were to have been reported within days of deliveryOur records indicate the correct item has been delivered to the customerHowever, Since the item was delivered over months ago, there is nothing our
company can do at this time

Hello, The customer has received the correct itemAs stated on site, we provide the most accurate colored photos possible and some color variation may existAlthough the return shipping as at the customers cost, we can offer discounted shipping optionsWe will email the customer directly with
this information

Revdex.com:
Rugs USA does not seem to understand that I did not place that order at all. That order has nothing to do with a coupon code or anything. It was a duplicate order on their part. They keep insinuating that I placed orders on accident and I did NOT.However, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

The customer has already been emailed a free return label which they used to return their itemThe account has already been refunded in fullThere is no further action we can take at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business has said it would give a 25% refund of the purchase price and it has yet to do so (over week)Please advise on how to proceed.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company cancelled the order without notice or permission.  The tracking number was attached to an email which said my order had been processed and shipped, though the company could find no record of such an email.  The accidental attaching of a tracking number to said email is a new response from the company, as they have repeatedly claimed to have never sent such an email.  My repeatedly requests to speak with a [redacted] went unanswered, as did my numerous voice mail messages when finally routed to a vm box after such requests.  There was never any resolution on any item of my complaint with the company.  To say so is a bold-faced lie and typical of their customer service, I have found.This company has shown a repeated pattern of deceptive, dishonest and downright fraudulent business practice from day 1.  There is no way that I, or anyone I know, will ever do business with them.  I have never had such poor customer service from a company.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Hello,
A full refund is being processed for your order. We reached out to you via email earlier today confirming the refund amount.
 
Thank you!

The return policy for this item is 14 days as listed on the website prior to purchase. Unfortunately, because of this reason, we will not be able to meet the customer at their desired outcome.

Hello,        I reviewed the order and the rug was cancelled on 3/**. The order was charged at the point of sale.The credit card company usually takes about 5-7 business  days to update their information and reflect the funds,in some cases they take one billing cycle....

The customer is welcome to keep the rug pad for the inconvenience and will be receiving a full refund for the order. We appreciate your patience.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
I based my purchase on the satisfied rating system from previous customers.  This company did not update that on a daily or even weekly basis.  When I provided my negative feedback due to POOR customer service and a poor quality rug, my posting was never added.  I issued the rating several weeks ago and as of TODAY 7.*.2015, the rating is still not viewable and the system has not been updated.  I purchased based on false reviews that are not even close to current.  Also, some rugs have a 14 day return policy and others have a 30 day window.  Since I read on the "reviews" that after several vacuumings, the shedding subsides ... I tried that for three weeks.  I emailed and was told a generic response, I asked to speak to a supervisor and was told that they would just tell me the same thing and was never patched through to anyone higher up.  This company sold me a product that I am UNHAPPY with.  I don't know about you, but 204.75 is lot of money to my family, especially for a product that will not be staying in my house no matter what this outcome is.  I am so bummed that nothing can be done about the service I received.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]
 %

Hello,
          I reviewed the order and saw the customer purchased a rug that was 100% wool. Shedding is that natural characteristic of wool. The customer received the rug on 6/** ( [redacted]) and the return time frame on this rug is 14 days from...

delivery date. The customer requested a return on 7/** at which the return is no longer allowed. We apologize for the inconvenience , however the customer is outside of the return time frame.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I'm not pursing this further as RugsUSA has told me they will not honor the promised 60% discount. However, to address their response, I requested the discount BEFORE placing the order and was told it was approved by the [redacted] at the time. I was told to pay the full price online and I was receive the refund  back on my account in a few days.
When I spoke to RugsUSA today I was told that the customer service did not have the authority to promise me a 60% discount and I was offered me option to return the rug or accept a 45% discount. I accepted the discount since my company is paying for the rug, but had I known it would be this much trouble I wouldn't have bought it. I like the rug, but I would not do business with this firm again. If customer service makes a promise they can't keep, the company should still honor it. As a customer, I should not have to suffer the consequences when the accounting and customer service departments aren't communicating properly. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Rugs USA never told us that they would waive the fee- they said they would charge us 50% of the shipping costs. I have an email stating that they will not waive the shipping fee at 100%. I shipped the rug last week and have not received my refund yet, so I cannot confirm that we were refunded 100% of our purchase price and considering the last person we were working told us they wouldn't do that- I won't believe it until our refund comes.
They sent us the shipping label, but we are worried they will take the shipping costs out of our refund.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 
 On January [redacted] I purchased a 10x14 rug..when it didn't arrive in the time I was told I started calling them. After several phones calls & hours of being kept on hold, they finally found my rug & shipped it. It was shipped folded & wrapped in plastic. We opened & laid it out to find a large hole in the very center of the carpet that had been purposely filled with a chalk like substance that had excess carpet lint glued to the top of it to disguise/hide the hole! I immediately called RUGS USA and spoke with on elf the rudest people I've ever encountered ~ [redacted]. I was told to photograph the hole and he would arrange for the return/pick up. When a week went by with no word I called again.. again was told they were working on the problem and this continued on for weeks. To make a long story short.. this continued on through March! Until I spoke with [redacted], who said she personally would help me get the rug returned. I told her that we did not have the original packaging & that the rug had arrived FOLDED and the hole had been concealed by the manufacturer.  I was finally sent a return label and given instructions on how to send the rug back from [redacted] in customer service. I made her repeat the instructions several times and told her that "wrapping the rug in cut open black garage bags and tying them with twine" wouldn't work to which I was told.. "Don't worry about it, the rug isn't salable anyway." So, my husband & I followed her directions & arranged pickup. We spent well over an hour trying to get the bags to stay on the rug and we folded along the lines that were in the rug when it was shipped FOLDED to us. We then tied twine & I used an entire roll of packing tape to try to get the garbage bags to stay together.  After that we carried the rug to our porch & arranged for UPS to pick it up. We were denied our refund because we "folded" the rug ~ the exact same way it had been shipped to us & they said we didn't wrap it well enough.. even though we followed the instructions [redacted] gave us to the letter. I will never buy anything from them again.. it literally takes hours to contact their customer service and when you finally do they will not stand behind the instructions that are given to the customer!!  I'm sure that they thought I would eventually just give up & go away if they stalled long enough.. but the fact of the matter is they sold me damaged merchandise and then when I followed the directions for return given to me by their customer service agent, [redacted]. They are now denying me me money because the rug was shipped folded?? That's ludicrous because that's exactly the way it was shipped to us.. and as far as it being damaged ~ they were very deceptive and tried to HIDE the defect in the center of the carpet from us.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
       I reviewed the order and saw that the customer contacted us for shipping status. The website states the rug takes 11-14 days to process before leaving our warehouse. The customer has been updated, the last piece was located , however it was not in selling...

condition. Since we can not fill the order it was cancelled and a refund was submitted. We apologize for the inconvenience and advise the customer take advantage of the 80% Easter sale that has been extended on our website.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
I  followed up with the vendor asking them to fulfill their promise, i.e. I attempted to accept the proposal given to Revdex.com as vendor's response to my complain. After having the sales person ([redacted]) verify with their vendor taht the item has been back in stock, she placed another order (#[redacted]), charging my credit card again for the same amount of $1,361.25. She said that she was not able to just transfer/ apply  funds originally charged for the original cancelled (on their part) order for/to this new one, but promised refund on on my credit card by COB on March **. Therefore, a new charge of $1,361.25. was placed on my CC, before refunding the original amount.Today's status:
-Refund for cancelled order # [redacted] has not been taken care of. I still owe $1,361.25. for the order the vendor canceled
-I was told they are canceling the replacement order #[redacted]( my attempt to accept vendor to Revdex.com response proposal) as well. I owe another $1,361.25. on my credit card for that one.
I have not received the item. The vendor charged my credit card $1,361.25. x2 and I owe $2722.50 today to my credit card company. I'll end up paying interest to my cc for a purchase never received.
There are number of other complains against RugsUSA vendor listed on Revdex.com's website. There are also many complains I read ( after already placing my order, unfortunately) on: [redacted]
The above listed  facts make an honest US person think:
1. How it is possible that RugsUSA company is still allowed to conduct business?
2. Can someone please work with RugsUSA to  make them deliver their promises?If not Revdex.com who would be the authorities to handle cases like this one?
3. How can I get help with my order? Could you please reopen the case until solved?
 
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The check was received. I still have not received an apology for issuing a refund in the form of a check without my permission, OR never receiving a phone call from a [redacted] to discuss. Bottom line, I will NEVER do business with you again, or recommend you.
BUYERS BEWARE! THIS COMPANY IS FRAUDULENT AND HAS HORRIBLE CUSTOMER SERVICE & BUSINESS PRACTICES.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello,
          We apologize for the confusion. I reviewed the order and saw that the return label
href="http://wwwapps.ups.com/WebTracking/processInputRequest?TypeOfInquiryNumber...⇄ target="_blank">[redacted] has been issued and e-mailed to the e-mail on file. The Rug cost $137.60 and for the inconvenience we are offering the replacement at $123.84. The new order has to be put into the system with a new charge. The customer must contact our call center and have the replacement processed at the discounted price. Once the original rug is returned to the warehouse a full refund will be issued and the original order will be closed out.