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Complaint Details
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Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a rug online from Rugs Done Right for $6800 on November 24, 2021. I was told it would take 2-3 months. I began calling and emailing in February 2022 to seek a status. I got one answer that said it was clearing customs and they would let me know the tracking number. Then I heard nothingI continued calling and emailing. Very rarely I got a human who told me it had shipped and they would get back with a delivery datethen nothing. No one answers calls, emails, etc I have tried cancelling for a refund online multiple timesstill no response. I have emails to corroborate but many of my requests were phone messages.I see that they have a good BBB rating so Im surprised at the lack of response. Can you please help me recover this money.*****************Customer response
08/01/2022
I have not heard from the business in response to my complaint after repeated attempts to call and **** in the last few months and weeks. Would you let me know what my legal options are?Initial Complaint
07/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
September 13, 2021, I purchased a rug through Rugs Done Right order Number *******. On September 27, 2021, I have cancelled online and received notification email that the request was received, however, no answer of cancellation was ever returned. This business does answer requests nor does the business answer the phone. On May 16, 2021, I was informed by the current owner at *********************************************************, that there was a rug delivered. My wife and I do not remember ordering a rug, however, I paid to ship it to my current address so that I could track it down where it came from. I called several places and found that this rug was supposed to be cancelled. I tried to remedy this issue through Rugs Done Right by requesting an exchange which I was notified by **************** that I could not exchange. At this time, I would like a refund as this company does not resolve issues with their customers by phone nor does this business cancel items when you send several requests by online and email. I would be happy to return this rug as it was supposed to be cancelled in the first place.
Business response
07/14/2022
As outlined in the posted Cancellation policy, some orders cannot be cancelled. This rug was shipped to the address the customer provided when he placed his order securely online. The request to return the rug came in well beyond the return time frame. This rug is not eligible for a return.Customer response
07/14/2022
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.
According to the documents that I have sent, the business has not fulfilled the original request on September 27, 2021. I requested the order to be canceled online and through email. However, the order was still filled and delivered 8 months later. In addition, not remembering that the rug was ordered or not canceled, I had to conduct research on where it came from and who ordered it. This order should have been canceled when requested.
Regards,***********
Initial Complaint
09/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a white rug and it arrived grey. I spoke with the merchant (Rugs done right) and they refused to send me a shipping label to return this item, even thought on their return policy they allow clients to get a full refund and the listed a couple of items that they wouldnt pay for the shipping label but my item isnt on that list. The refused to send me the label and the option they gave me is to pay for the shipping myself ($85) or go to the store in *******. Im living in *************Business response
09/29/2021
The customer requested to return a rug. She claimed it was grey and not white. Surya Rug, the makers of this rug, has confirmed with clear proof the rug she received is as ordered, and in perfect condition. The rug was triple inspected before it left their warehouse, and was deemed by those three separate people to be exactly as manufacturer in the pantone colors the designer intended. After review of the facts it is clear this is a case of buyer's remorse. We sent her return instructions to ship it back for a full refund. The return policy is accessible from all pages of the website and appears again at checkout along with a Terms of Use statement. The customer agreed she understood the Terms, yet seems to be misreading the policy. The Return Policy is attached. This states that the customer may return the item within the posted 14 day time frame. The policy even provides a duide for the current return shipping costs.
Once the customer returns the rug in original condition, within the posted time frame, and follows the policy by writing the *** on the package, she will receive a full refund. We have communicated this to her no less than 17 times. She will not return our phone calls and seems to have no desire for a true resolution. Please find attached proof the customer will not discuss the matter.
Customer was given the option to :
1) Return to our store
2) Return to Surya Rug Co.
3). Return our Store Owner's phone calls to help her
Summary:
Sadly, there is not much we can do other than provide our full refund if and when this customer returns the item. As you can see from the attached email proof, the customer is flippant, makes snarky comments to the staff. Accusing a working class employee of needing to go back to Pre-K to learn their colors is beyond insulting.
RETURN POLICY:
Most products are returnable within 14 days for a full refund to your original payment method. Due to the increased difficulty with transport and logistics, the customer is responsible for the original ship cost and return shipping cost for the following items: oversize rugs eight feet wide or larger, outdoor rugs, sisal/jute rugs, and **** rugs and unopened rug pads. We highly recommend ordering a sample to view first if you are unsure if the rug will work in your intended space.
Returns are not accepted on cut roll runners, special orders, made-to-order rugs, vinyl mats, decor (pillows, throws, mirrors, lamps and accessories). No returns on shipments sent outside the 48 contiguous *************. Clearance and closeout items are marked down considerably and are therefore final sale.
RETURN PROCESS:
To return an item please complete the form on our Return Request page or email your request for return in writing, within two weeks of the delivery day. Date of delivery is considered day one. All returns must have a valid ***# (return authorization number). Once a return is approved, we will email you detailed instructions including the required ***# to return the item.
Return shipping costs are approximately seventy-five cents ($0.75) per square foot; so a 5x8 would be approximately $30. The package weight, dimensions, and shipping locations however will determine the actual price of your return shipment. Please note ********* Ground surcharges may apply during the Holiday Peak season.Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a rug from RugsDoneRight on May 31st, 2021. The rug is a Loloi Rugs Julian **** Seafoam Rug and the total cost was $978.52. The rug was delivered later than anticipated on July 19th, 2021, at which time I was not able to open the package because we were in the process of having some work done to our new house. I did open the rug as soon as I was able on September 18th, 2021 and found that there was a large hole in the rug. There was no damage to either of the two outer plastic covers, so I have believe that the rug was sent damaged. The hole in the rug goes all the way through the rug and is not repairable. I contacted RugsDoneRight to replace the damaged rug that was sent to me and they have refused because I did not contact them within 2 weeks. Please note that I did not request to return the rug, I simply want to be provided with a rug that does not have a hole in it.Business response
09/23/2021
The customer ordered and received a large area rug. The rug delivered to heron 7/19/2021. Her request for return was not submitted until 9/20/2021. The request submission was made 64 Days after delivery so Loloi - the shipper and manufacturer of the rug- has denied the request. They will not be able to accept a return or exchange. As per posted policy, suspected damage must be reported within 7 days. 64 days is well beyond that time. We are sorry, but after two months of living with the rug anything could have damaged it. Movers, dogs, etc. I'm sure the customer can understand this is well outside the policy.
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