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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order on 7/11/22 that appeared to be in stock. The website said they ship within about 5 days but to wait 10 business days before contacting to check the status. After the **************************************************************************************************************************************** stock. It said it was expected to ship in 2-3 months. Starting on 7/25 I submitted multiple order cancellation forms (which the website claims is required) and did not get a confirmation that it was cancelled. So I sent multiple emails with no response. I called countless times with no one answering. I used the live chat with no response. I also left multiple voicemails and I never received a single response. They just shipped the order out today even though it should have been cancelled weeks ago. I would like the shipment stopped and a TOTAL and COMPLETE refund of $128.52.Customer response
08/22/2022
I have not heard from the business in response to my complaint.Initial Complaint
08/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a rug in May 31. Paid $898. In July, I was told it would be here in 4 weeks. In August, saw a note on their website that said they were temporarily ceasing their e commerce business. I have tried calling, emailing and using their website to get the status of my order. No response to anything. No one answers the phone. They have had my money and I would like to have my rug. If no rug is coming, I want a refund. Why can't they send a status update to all customers who had orders in process when they made the decision to shut down? ***************************** Order # *******Initial Complaint
08/05/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a $3800 rug several weeks ago, which has not yet been delivered. I have repeatedly asked for a status/estimated delivery date, with no response. When I ordered this rug, I selected it based on the **** day availability stated in its description on the rugsdoneright.com website. This business continued unresponsiveness is not in line with quality business practices. I have requested my money back to no avail.
Business response
08/08/2022
I will check into this matter for the customer and get back to her. ***** times the response email goes to spam. Thank you.Customer response
08/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
08/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered the $694.40 Buena Onda Hooked Aqua / Ocean Rug in size 7'9 x 9'9 from RugsDoneRight.com on 7/14/22. I received a confirmation email and the funds were taken from my account. I have not heard anything about my order since. I have contacted them via the 800 number on their site, their cust serv email, contact form, chat, ******** and IG and have received NO RESPONSE. In researching it was revealed via their IG comments and yelp that they have done this to a number of customers! I would like a FULL REFUND IMMEDIATELY.Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a rug in February 17, 2022. We were told it would ship in May. Due to quality control issues with the rug manufacturer, it was pushed back a month. I contacted Rugs Done Right at the end of June and was told the rug was ready to ship and would go out the week of July 4th. I have tried to contact Rugs Done Right through voicemail, email, live chat, and text over the last month and have not received a response. I simply would like an update on the order that we have paid for. Today I saw on their website that they are pausing their e-commerce business to adjust to the changing economic market. I can appreciate that they are working to make their business better and do not hold any frustration towards that fact. However, since we have paid for the rug and were told it was ready to ship, I would expect that Rugs Done Right would 1) reply to requests for information 2) still be fulfilling the order. It makes me nervous having spent +$1600 and am not receiving responses. Thank you!Customer response
08/14/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.Rugs Done Right reimbursed us what we were owed for the rug that never shipped after I submitted a cancellation request through their website. However, we did notice the rug pad they sent us and that was paid for was the wrong size. We will try to reach back out to the company concerning this, but they have demonstrated they do not respond to any inquiries so we assume we will not be reimbursed that price difference. I would encourage no one to shop at Rugs Done Right.
Regards,
*********************Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a rug on April 29th, 2022. Was communicated the rug would take around 2 months to arrive; completely understand with supply chain issues. Had to reach out multiple times for any updates they might be able to provided. Never heard back within 48 hours as the website claims to do. Was told rug would ship on July 10th. I have not heard a single update or had any communication whatsoever since that date. I have reached out through the live chat, email, phone and live text options WITHOUT a single communication back. All I am looking for is a refund, but have no routes to communicate the request. Please help!Customer response
08/14/2022
I have not heard from the business in response to my complaint.Initial Complaint
08/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ordered a rug over two months ago (order # *******) Decided to cancel it three weeks ago when we still did not receive it in the mail and reached out to the company. They asked my son (*******************) and I to complete a cancellation request/form online and that as long as the item did not ship, we could cancel it. We have heard nothing back. We repeated this process over 4 times and reached out to the company via email, phone and website chat as well. A gal named **** responded once a week later and said they would look in to it and get back to me "when they hear something" and still nothing and this was over a week ago. If the company does not have the rugs themselves, but collects my money, they should be the ones to refund me immediately wihtou needed to "check with" a distributor.I am out $253 and feel like they are milking this along until the rug is suppose to ship and then imagine the return process?????. I have requested a cancellation of our order and a refund over 6 times now.This is unacceptable business practice, especially when we are following the company's request for cancellation.Customer response
08/12/2022
I have not heard from the business in response to my complaint.Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
Purchased a rug on June 15th for $873.27. Order #*******. Over the past 3 weeks I've called serveral times and left messages, reached out via their chat feature online, and even messaged them via instagram wanting someone to call me back and update me on the status of my order and have received zero communication. The rug was supposed to be shipped and delivered within 2-5 business days. I don't live very far from the office in *******, ** so I drove there today during their business hours and they have a sign up on the locked door that says "The store is temporarily closed. we apologize for the inconvenience. please visit us as rugsdoneright.com" Outside the office door in the main hallway of the building there are several rugs just lying there. Then I went on yelp and low and behold, the reviews that were left are a nightmare. Seems I'm not the only one who is getting ripped off. I need a response from the company and a refund.Business response
07/25/2022
The store hours are listed on the website. If she would like to call our store we can help her.Customer response
07/25/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQHello! I received your message that stated that I should call during office hours. I have been calling during office hours for over 3 weeks, lefts messages, and sent messages via your website, and have gotten no response or anyone to pick up the phone. Ive probably called about 25 times in total and no one answers. I drove to your office in ******* and there is a sign that says that the office is closed and to visit online. So no one is answering the phone since the office is closed, so I cant call you as you suggested. Please remedy this by calling me.
Regards,
*****
Business response
07/27/2022
We will try you today!Customer response
07/29/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQHello,
I saw that you said you "were going to try to call me" yesterday, and I didn't receive a phone call. The time it takes you to respond via BBB you could have used to call me, leave a message and email me for good measure. So call me today, don't try, just call me, and if I miss the call, call again until you actually speak to me.
Regards,
*****
Business response
08/08/2022
We are open by appointment in *********** store each day, unless there is an employee absence.Customer response
08/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQHello,
You said you were going to call me and never did. I need you to call me, cancel my order and refund my money. This is unacceptable. I don't understand why you are refusing to call me?
Regards,*****
Initial Complaint
07/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/25/2021 I ordered a rug for ******. Shipping was delayed multiple times, and on 5/13/22, I cancelled the order and was told I would receive a refund to my credit card, and never received it. On 6/23/22 I requested an update on the status of the refund via email and received no answer. I sent another inquiry via their website 7/20/21 and have not received an answer. I would like assistance getting my money refunded back to my credit card from the cancelled order please. Thank you.Business response
07/25/2022
we will look into this for the customer, and respond within a few days. Thank you.Customer response
07/26/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I accept their response as a first step and appreciate their actions. However, I still have not received the refund amount back onto my credit card, and the issue is not resolved. I will continue to await the refund and resolution of this issue. Thank you.
*************************
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
08/08/2022
The transaction was refunded on 5/13/22, however the processor ( ******** services ************ shows an error message " unable to refund". We have reached out to our contact there to investigate the issue. I suggest the customer contact her issuing bank and provide the details in the shared document attached.Initial Complaint
07/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought two rugs July1st. July 13th I requested to cancel the order. 4 business days later they shipped the rugs on July18th. I left message July 13 and my husband(July19) have called left messages and never received a call back. Rugs arrived at my home july20. My ring camera shows my husband and I finding the bigger rug (8ft round)with cut in packaging and filthy. 2nd rug is the wrong color (blue not taupe, not what I ordered. I've sent both the photos with cut in packaging and rug with wrong color and my ring video via email to them. Company still wants me to pay shipping back to them for return because they are still insisting it's still buyers remorse. I have lost trust in this company due to lack of communication via phone and wrong/filthy items sent to me. I would like a full refund and free return shipping label.Business response
07/21/2022
The customer has been to replied to over email numerous times. As is clearly stated on both the posted policy, as well as on the Cancellation Form, not all orders can be cancelled before they are processed. The customer never gave proof that the wrong rug was received- only a video of the outside package of plastic that was dirty on the surface. This is common with *** because they do not clean their trucks. Posted Return policy states that we offer free delivery TO the customer, yet the customer must pay to RETURN the items, or drop them off at our store, in order to qualify for a refund.Customer response
07/21/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I should not have to pay return shipping for a rug that does not match what I ordered I ordered the taupe and received a blue colorIve sent pictures showing it is the wrong color and you are not addressing this problem at all
I want fully paid *** return labels and full refund of both rugs
your warehouse should of doubled checked to make sure they are sending the correct rug color
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
07/25/2022
The images in her video show the rugs in perfect condition. The plastic being torn would have happened in transit. If the customer feels the rug was dirty from this we can replace it for her. Please have her send photos of the rug opened- with the tag in the image/Customer response
07/26/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This is clearly a rugs done right warehouse problem since my invoice states taupe color for oval rug and I only received blue. I am requesting a paid return shipping label and full refund. I am also requesting a full return shipping label and full refund for the round since it arrived to my house with hole in packing from shipping. Ive sent pictures showing the hole and it corresponds with the time stamp with my ring video showing the hole. I was promised brand new condition rugs when I paid for the rug and it is filthy not brand new.
Thank you,
******
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