Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Perfect Rug advertises free shipping and a ******************* at an optional charge of $250. I recently purchased a custom area rug and was advised that because of the size of the carpet, we should purchase the *******************.I called the Perfect Rug and confirmed the description on their website that states that the service is for bringing the carpet into the home, unpacking and installation in the room. My husband is 78 years old so I paid for the *******************.When the carpet was delivered, the man who delivered said he was only permitted to bring the carpet into the house but refused to unwrap or install the carpet. We protested but were at a standstill, so we finally let him leave. My sons came over a couple of days later and unwrapped and unrolled the carpet for us.I complained to the compan;y that I had not received the service that I was charged for and was told that they would only return half. First they claimed that it couldn't be installed because there was furniture in the room - that was untrue. Then they told me that the delivery service would only return half so they could only return half of the cost of the service.Someone from the delivery company called me about a week later and offered to come and install the rug, but it had already been done.

  Business response

  12/13/2023

  ****************** purchased this rug from The Perfect Rug: ******* / Bronze and Outdoor ***************** 8" x 25' 4" rectangle on 10/17/23.  She requested a call before shipping her rug, which we did on 10/30/23.  When speaking with her, she requested that we add the optional White ***** delivery service and paid the $250.  Her rug shipped on 10/31/23 via a trucking line to the White ***** carrier in her area (an outside company, not run by The Perfect Rug). 

  When her rug arrived to the White ***** carrier, she was called to arrange a delivery window.  The ******************* includes bringing the rug into the home, opening up and taking away the packaging material, and rolling out the rug if space is available (no furniture moving).  The free delivery is a curbside delivery only.

  The delivery company arrived to deliver the rug.  This is where the story gets muddled.  According to the delivery company, Mr. and ****************** began arguing about the delivery and ****************** told the delivery guy to leave the rug and not to perform the roll out portion of the service (they had already performed part of the service by bringing the rug inside).  ****************** states that the delivery person refused to roll out the rug.  We have gone back and forth with both parties and both have doubled down on their story.  Obviously we were not there so we do not know.

  We originally offered to refund, and did refund, half of the $250 delivery fee.  We felt this was a fair compromise since we felt this was a classic "he said, she said" situation.  ****************** then began trashing us through poor reviews and this BBB complaint.  We then went ahead and refunded the full $250 (another $125) in attempt to appease *******************  

  ****************** has assured us that she has notified the BBB that her claim has been satisfied.  Please see attached email from her.

  Thank you for the opportunity to respond to this complaint.

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid $3486 on July 21 2021 for rugs. The company sent an email that the rugs shipped in. mid sept 2021. The location was a beach cottage and our caretakers moved all packages into the house in the fall of 2021. In the Spring of 2022 we realized that the rugs were not there. We called the Perfect Rug and ****** informed us that they shipped but could not produce ANY and ALL tracking information that showed that we had ever received the packages. They could not prove we received anything. We never received the rugs. The company refused to offer a refund or a replacement and said that the best they could do is file an insurance claim. We are nice and understanding people -- we agreed to this plan. Everyone felt comfortable that the insurance would pay. Insurance let us know in late Aug that they would not pay. We asked for a minimum of a 50% refund on the first purchase -- this was a very kind offer and the compass refused to offer us a refund for a product that we have never received. This company is fraudulent and I worry about who else they are taking advantage of.

  Business response

  02/01/2023

  Hello.  *********************** placed an order for 3 custom rugs on 7/16/21.  She selected our ******************* when placing her order. The 3 rugs shipped on 9/23/21 to the White ***** delivery partner, ***************************.  The name and contact details for this White ***** delivery company were provided to the client in a email, copied below for reference:

  Shipping Notes: 
  Your rug was shipped to ***************************/Agent of United *** Lines, U#** for your White ***** Delivery. They are located in Pocasset, **. and will contact you for a delivery date. Transit is 6 days and their number is ************. Thank you for your patience.

  We received a signed POD from the freight company showing that the rugs had been delivered.  We believed this order was completed.

  On 6/8/22 (over 9 months after shipment), we received communication from *********************** that their rugs were never delivered.  Given that all the information we had received showed that the rugs were delivered, we were shocked. All freight companies have limits as to how much time is offered to file a claim.  The freight company in this case would not entertain a claim due to the amount of time that transpired.  We have an overall freight policy with *********** that covers all our freight and we tried filing a claim on that policy.  We kept ************* informed.  He reordered his rugs and we supplied a significant discount on his replacement rugs.  In ******* *********** denied the claim as well since their claims limit is 9 months.

  We tried very hard to make this right for ***************  We fulfilled our responsibilities of making and shipping the rugs that were ordered. It is unfortunate that he did not tell us about the missing rugs for well over 9 months. We are sorry for the situation. 

  Customer response

  02/01/2023

   
  Complaint: 18223501
  
  I am rejecting this response because:  I've said all along that we errored with the delayed time.  The house is a summer cottage and we left in early sept and didn't return until early June.  However, that logic and claim is missing three significant facts

  Three reasons.  1.  We never received any email with contact information for Bay Colony.  If they could prove this then I'd be happy.  We would have called Bay Colony to arrange for storage or delivery with our car takers.  Instead, we received a note that it was going to ship and we trusted the perfect rug to make it right.

  2. I asked for a reshipment of the order and instead they offered me a 25% discount that was also available on the website.  The timeline with the insurance claim doesn't match up.  We realized the error in under the 9months per *********** Rule.  The Perfect Rug showed a complete lack of respect and care for our order.  

  3.  After the claim was denied and because I was tired and frustrated about this order, I petitioned for a return of 50% of the original order.  I am safe to assume that their gross margin is well over 50%, but in case it's not, then I thought this was a safe ask.  After all, they are keeping profit on an order that I never received and they have not offered any rumination on this order.  They made profit on my second order.  
  
  Sincerely,
  
  ***********************

  Business response

  02/06/2023

  Please see the below explanation from our programming team.  This explains that the shipment email was sent and the email did provide shipping details.

  _________________

  The status of this order was marked "Order Shipped - Complete Order" on 9/23/21.  Note that the Carrier field is filled out.  (See first screen shot attached)
  
  
  When an order is marked with this status, an email is automatically sent, as long as the Carrier field is not empty (it was not empty).  (See second screen shot attached)
  
  
  The content of the email includes the Tracking Link and the Shipping Notes.  (See third screen shot attached)
  
  
  The Tracking Link and the Shipping Notes contained the necessary information.  (See first screen shot attached)
  
  
  Note that the email address that is used was entered by the customer at purchase time.  It is cannot be edited by staff. The email provided was: *******************************************
  
  Tell us why here...

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom rug from The Perfect Rug on February *******. Order number ******. The total, for the rug, maintenance products, shipping and white glove delivery, was $1751.92.They said that because of COVID some orders were shipping in 20+ business days, but I would be notified if the order was going to take more than 15 days.On March 15th they said that it would be delayed, but "Our goal is to keep you updated on the status of your order." I asked for the new ETA. On March 21st they said "currently we estimate a time frame of ***** business days from the order date to the ship date. ; ; ; based on this time frame we would estimate the order is completed the second week of April."I have heard nothing since, and am going away on May 3rd so called them to cancel the order and ask for my money back. They refused, said that the rug would ship on Friday but if not at the very latest May 3rd. I said that this was no good because I would be away, and I wanted my money back. It is now 9 weeks since they took my money, and I have waited long enough.

  Business response

  04/26/2022

  Hello,

  Thank you for your custom rug order.  We do apologize for the delay with your rug.  Unfortunately, supply chains around the world are still in a state of disarray, shipping routes are delayed, custom's is not clearing with normal timeframes, trucking is backed up, people are still out sick with Covid and long-haul Covid impacts, etc.  All of these things are affecting production turn around times.  Our rugs are 100% custom made and we rely on our suppliers for materials. 

  I am happy to report that this custom rug is being completed through our California production this week and will ship either this Friday or Monday of next week.  Please note however, that this is a large rug and ******************* was requested.  We do not know yet how long the *** shipping time from CA to NY will be and the ********** does add time to the shipping process as well.

  You will receive an email within 1-2 days of shipment so that you are able to track your shipment.

  Thank you again for your custom rug order and for understanding that the world is still recovering from the events of the last 2 years.

  Kind regards,

  Mary 

  Owner

   

  Customer response

  05/04/2022

   
  Complaint: 17112679
  
  I am rejecting this response because:
  the rug has not arrived today as promised.  I have heard nothing from any carrier.
  
  I am now on my way to the airport for a transatlantic flight so the rug cannot be delivered to my address.
  
  Please would you follow up?
  
  I do understand supply chain issues and labor shortages but this company has failed to deliver or to communicate and I would like my money back.
  
  Sincerely,
  
  *********************************

  Business response

  05/05/2022

  Hello,

  We advised ****************** that his rug would SHIP early this week, which it did.  Please see attached signed BOL for the rug shipment.  That said, of course, it takes time to ship from CA to his home in *******, **.  The rug is enroute currently.  ****************** did select ******************** which will take some extra time.  We do hope that Mr. ******** will return by the time his rug arrives in the local delivery hub so that he may be contacted to arrange his White ***** delivery.  If necessary, the rug can be held for a reasonable time frame.

  Again, thank you for your rug order.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩