ComplaintsforRugs USA

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two items (in one order) from Rugsusa.com over a month ago. The one item was delivered with no issues. The second item did not arrive. When I inquired about it via the chat feature, I was told that it would not be available to ship for 4 to 6 months. Because I did not want to wait that long, I requested they cancel that part of the order and refund my money. For the past month, I have been corresponding with customer service (2 different agents- one that I contacted via email and one that I contacted over the phone) and both keep telling me the same thing- that they are working on it. I continue to get automated emails saying that they are trying to resolve the issue, and yet I have no refund. I simply want the back-ordered item canceled and my money back. I am shocked that this company has such a hard time doing what other companies do all the time and that they have such poor customer service.

  Business response

  03/22/2024

  Hello,

  Upon reviewing your order, we do see that you contacted us on 8/17 about the order status of the rug that had not shipped. The item was on backorder but unfortunately had sold out. Unfortunately, there was an issue with cancelling this item for you, so we reached out for additional assistance. The order was confirmed as cancelled on 9/8 and your refund was processed the same day for the cancelled item.

  We apologize for any inconvenience this may have caused as this is not the experience we want for our customers. 

  Thank you.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned 3 items via ***** 6/19/23, and all were delivered to ******** Warehouse the following day. Received a refund for one item 6/21/23. I called them 7/07/23 to check on the status of the refunds for the other 2 items. They confirmed that they had received all 3 items after speaking with the team. They proceeded to tell me that an "emergency refund" would be processed in the next 3 days. After seeing no refund, I call them 7/11/23. They tell me the refund will now take ***** business days. It's now 7/24/23, I still haven't received my refund. I give them a call back. They have no record of my items, no record of a refund ever being processed, no record of my call 7/6. As if I made the whole thing up. Absolutely infuriating. I don't understand how there is no record or notes on any of the calls taken. It completely defeats the purpose of customer service.

  Business response

  03/22/2024

  Hello,

  We truly apologize if your concern was handled with anything other than promptness and professionalism. This was escalated to the appropriate team for review. 

  Upon checking we do see that the returns were confirmed by our Warehouse and you were refunded for the remaining 2 items on 7/26/23.

  Thank you.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a rug on 12/ 5, 2022 for 258.93 I called to find out the refund policy on the rug since I was unsure if it fit in my apartment. I was told by a rep that I had to wait 24 hours and call again if I wanted it returned. I asked why? And he said he would keep an eye on it. I decided to keep the rug and never called them to confirm. At the same time, I had a rug from **** waiting to be picked up by fed ex with my mother . A fed ex driver showed up around december 8-9. He took the package that was being sent back to ****, because that was the only package I was returning. He never stated where he was from, he just removed the package and my mother and I assumed it was from **** since they were the only ones that were supposed to be picking up a rug. The rug was in total 276.52. I waited to get my refund back from ****, assuming my rug had been delivered. Each time I called they said they were waiting for the showroom to notify them. By February I realized something was wrong when **** said they had not received my return. I called rugs usa and they told me that they had in fact sent a driver and they had my rug. I asked for it to be sent back to me so I could send it to ****, they sent me an outdoor rug I had never seen before worth about 60.00. They said that the "driver might have mixed up rugs in his truck and brought them this one",because that is the only rug they received with my tracking info. I did not ever see this rug before. Since then I have tried to get them to find my rug, they told me they put in a claim with fed ex and I called fed ex, who said this was not true. They then told me to put in the claim, and it was denied since I was not the one who asked for the rug to be picked up. They then said they put in a claim and it took a long time to get a response, it was denied. They refuse to find out a specific reason why and find where this rug went! I cannot do anything with fed ex since I am not the one who asked for the driver

  Business response

  06/26/2023

  Hello,
  
  I see that a Manager was able to reach out to you about this concern. Regarding the pick-up, you asked for the item to be picked up instead of us issuing a return label because of the size of the item. You were advised over the phone that the pick-up will be issued for December 9, 2022, between 9 am - 5 pm.
  
  We apologize for any inconvenience that may have been caused by the carrier picking up the incorrect item from you initially. We did file a claim on our end for the carrier doing so. However, the claim was denied, without an actual reason for the denial from the carrier. Unfortunately, we have tried to get the claim approved more than once, but according to the newest update, FedEx has denied the claim.
  Once the carrier has denied the claim, there is nothing further we can do besides what has already been done, which is refund your order with us.
  
  We were then able to locate the item that was picked up in error and delivered to our Warehouse. The item was located in our Warehouse based on the label that was on the item when dropped off by FedEx. We returned it back to you unopened and exactly as it was received. There is no way of knowing what happened between the pick-up of this item from our Warehouse and the item being returned to you, to know when a mix-up was caused. We have done all we can within our company's policy and filed a claim for the item we sent back to you as well. 

  In summary, we have filed a claim for both the pick-up tracking (for the incorrect item that was retrieved from you by the carrier) and the return tracking (for the item that was dropped off at our return department and was sent back to you). Unfortunately, the claims we have filed for the two tracking numbers have both been denied. We fully refunded your order with us, and the item you ordered with us does not need to be returned.

  At this time, you would need to dispute the issue with FedEx directly. 
  Again, we apologize for any inconvenience this may have caused.
  Thank you.
  

  
  

  Customer response

  06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is the same exact message I was sent just a few days ago. First of all, NO ONE advised me of any pickup of my rug. This is a lie. Secondly, you picked up one rug and sent me back another that is outdoor and much cheaper. It is NOT my rug.  I do not know if it is fed ex at fault or you, but there is a missing rug that I owe to **** and I want this solved. 
  
  
  
  Regards,
  ***** ***********

  Business response

  07/11/2023

  Hello,

  As previously stated, we have refunded your order with us in full and filed claims with the carrier.  

  We understand that this situation has been frustrating, but unfortunately, you will need to escalate the situation with the carrier going forward.

  Thank you.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 4/13/2023 for a rug that apparently was on back order. The estimated shipping date for the rug was supposed to be 4/27-5/4. It is now 5/7 and I have yet to see any shipping updates regarding my purchase.

  Business response

  05/09/2023

  Hello,

  We are sorry to hear that the Backorder date was pushed. Backorder dates are estimates and subject to change. 

  I do see that your item has shipped on 5/6 and is currently in transit with an estimated delivery date of 5/10.  

  Thank you.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a rug from rugs USA, June 13 of 2022 for $226.16. My rug never arrived, and upon follow up, I was told by multiple Rugs USA personnel, including their finance department, that no payment had ever been made. They closed my dispute. Meanwhile, my account with ***** pre-paid solutions was deducted the full $226.16 June 14, 2022. I placed a dispute with ***** Prepaid solutions, but was denied 3/23/23 because the merchant had indeed been provided the funds and there was only a 60 day window for Prepaid Solutions to recharge the merchant.

  Business response

  04/04/2023

  Hello,

  Upon checking the order, we never received any funds for this purchase and payment was declined by our system since the billing address did not match the address associated with the card being used. 

  We recommend contacting Apple Pay or the card holder again regarding this concern.

   

  Thank you.

   

   

  Customer response

  04/04/2023

  
  Complaint: 19890764
  
  I am rejecting this response because:
  
  I placed two orders for the same rug. After the first order did not go through, I updated the billing address on the second order and it did indeed go through and was deducted from my account. After speaking with your claims department I did file a dispute with my credit card company, they declined my dispute saying funds were rendered on the second charge and cleared the account June 14. 
  

  I would still like the rug, so I would be delighted if you could please sent it to me. If not, I would like to be reimbursed. 
  
  Regards,
  
  ****************************************

  Business response

  04/10/2023

  Hello,

   

  Thank you for your patience and we apologize for any inconvenience this may have caused.

  **************** looked into this even further and there seems to have been a system issue where the transaction showed declined on our end, however the funds have now been located on the backend.

  Your refund has now been processed back to the card used.

  Kindly allow 3-7 business days for the funds to post with your bank/financial institution.

  Thank you.

   

  Customer response

  04/10/2023

  
  Complaint: 19890764
  

  Thank you so much for looking into this and finding the money! This makes me so happy.
  I am rejecting this response because: Unfortunately the card used has been closed due to this whole debacle. I just got off the phone with the credit card company, and since it's closed, they do not see a refund on their end. The refund will need to be issued to my bank account or I would be happy with store credit. Please let me know if you need my banking information. 
  
  Regards,
  
  ****************************************

  Business response

  04/11/2023

  Hello,

  We are glad we were able to resolve this for you. 

  We had someone contact you today regarding the refund options and this was resolved for you.

  Thank you!

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed this order a few weeks ago. The apartment number is on the order. I tracked the delivery status and advised said it was attempted, and there was no apartment number. The apartment number is clearly on the order. I called to LaserShip, who advised that the apartment is missing and then called your company who advised that they couldnt do anything to help me I asked for a manager my request was declined. I kept telling the representative that the apartment was missing. They advise that they will re-attempt tomorrow. Advise I need to update the information. I cancel my order out. I advise they couldnt help.

  Business response

  02/08/2023

  Hello,

   

  A member of our Supervisor team has contacted you regarding this concern and the issue is now resolved. Thank you.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased September 5, 2022 from Rugs USA. Order # WS5059140. The rug is already very faded. We contacted support and were told that there was nothing they could do because we were outside of the return period despite purchasing the 5 year warranty for $45. We paid $68 for the under rug mat and $250. With what we paid it should not be faded in less than 4 months. The rug fading is a defect in the manufacturing but they are refusing to acknowledge that.

  Business response

  01/04/2023

  Hello,

  This is not the experience we want for our customers.

  Someone will be reaching out to you directly regarding this concern and resolution.

  Thank you.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business has terrible customer service. I contacted the company to speak to a sales manager about a billing adjustment. I was informed customers cannot speak to managers, and if my problem was deemed important enough, someone would contact me in 24 hours. The person I was speaking to told me they could not even speak to a sales manager directly. What hierarchy puts the customer at the bottom, and deems them unimportant? That was a tactic to get me off the phone and not deal with my inquiry. Very frustrating and unprofessional.

  Business response

  11/23/2022

  Hello,

   

  Upon checking, we were not able to locate any orders in our system using the information provided, except for 1 order from 2015. 

  Are you able to provide the most recent order number so that we may check this for you?

   

  Thank you!

   

  Customer response

  12/05/2022

  
  Complaint: 18451374
  
  I am rejecting this response because:  

   

  Here is my order # WS5209570 

   

  They closed my case saying I do not have a current order. This is not true. I can also provide my credit card statement. This goes to show this company plays games. 

   

  
  
  
  Regards,
  
  ***********************

  Business response

  12/06/2022

  Hello,

  Thank you for providing your order number. This is not the experience we want for our customers. 
  Someone will be reaching out to you directly regarding this concern. 

  This will also be brought to the appropriate team for review. 

  Thank you.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent the same order twice to my house in multiple packages. I wanted to return all the packages including the random order that they sent twice and charge me twice (had a different order number too) and they are trying to charge me $40 for each shipping label. I requested that the one order that they sent by accident which is their mistake be free label since I didnt order it and they are still trying to charge me these labels. I have asked to talk to a manager and havent heard back. They are stealing from customers and doing this under the table.

  Business response

  09/07/2022

  Hello,

  We do see that this was resolved for you and all items have been returned/refunded. 

  Thank you!

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wrong item sent. Contacted customer service and they want all this documentation all though they messed up the order.

  Business response

  08/24/2022

  Hello,

   

  We are sorry to hear that you received an incorrect item. Someone will be reaching out to you directly regarding this concern.

  Thank you.

*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. ↩