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Complaint Details
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Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In July of 2023, I paid Aja Rugs $2500.00 (full price) for a custom rug to be made. I was told at the time that it would take about 8-12 weeks for the rug to be made. I called the business at the 12 week point and inquired about the status of my order. I was told there was an issue - they apologized and said they'd look in to it. At the 16 week point - I asked again and was told that it had been shipped to me. A couple of weeks later (into December) I was told that *** lost the rug and I was asked what I wanted them to do. I was offered to have the rug remade and shipped to me within another 3 months or refund the money. I asked for a full refund and was told that I would be given one on Dec. 27th. On Jan. 2nd - I was contacted by *** of Aja rugs saying that the rug was found; he then asked where I would like to have it shipped to. At that point, I told him that I had already requested a refund and that I wouldn't be home again until end of January and that I'd like the refund that had already been promised. He asked me to send a picture of my credit card - indicating the refund would be processed. On Feb. 13th I checked to see if the refund had shown up on my credit card statement. It had not. I texted *** and he apologized saying that it should have been done the same day (Dec. 27th). Then he started again trying to negotiate delivery and discount on the rug. (We're now ~7mos. after the purchase.) I asked him to stop negotiating and issue the refund. He stopped responding to text messages and gave no indication that he had refunded the money. Today (Feb. 14th), I sent an employee of mine to the store to retrieve a copy of refund receipt and *** wasn't there. The store clerk called him and he said he was in ************* and would issue the refund today. I've informed him that if the refund isn't issued today - I will be showing up with the police to his business tomorrow.Business response
06/10/2024
My name is ************ and I am the owner of Aja Rugs. I just got informed by someone in the bbb that there was a complaint against my store by a client named ***************************.
She placed an order for a custom silk runner and she was told that it would take ***** weeks for the item to arrive; and the rug was ready within the time promised.
However, we shipped the rug and *** lost the package... and couldnt find it for a while, and this client was so impatient. I ended up going against my store policy and refunded her. Usually once you order a rug and it is being made for you - it can not be canceled or refunded... but we did refund her.
* *** ended up finding the package. At that point I reached out to let her know that her custom runner had been found, and that I could have a driver deliver it to her house, and I even offered her a discount, but she refused it.
(We did everything to accommodate her, truly, but we can't control *** losing packages...).
Anyway, there should be no issue with this case; the client has been refunded.Customer response
06/11/2024
Mr. Pourfard has conveniently glossed over all the of the details regarding this transaction. I included correspondence in my original complaint that shows dates and correspondence between myself and Mr. *************** He implies that the request for refund was asked for at the 12 week point and also that he immediately refunded the purchase without any issue. That is not all in alignment with the facts and the correspondence between us confirms that. At 18 weeks - I had no rug and I had no refund.
Only after I threatened legal action the refund was initiated.
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Contact Information
955 Prospect St
La Jolla, CA 92037-4182
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.