ComplaintsforRugs USA

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a rug from rugsusa.com and it arrived defective. Order number WS4372632. ***** delivered the rug and it was signed/received by them, but my refund was NEVER processed. I called and was told I was to be refunded everything but shipping costs for a DEFECTIVE item. This is a shady business with horrible business practices. Strongly discourage anyone from doing business with them.

  Business response

  12/15/2021

  Hello,

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

  You will not be responsible for the return label fee since the item was defective. A full refund has been processed for this item. 

  Thank you.

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking at at buying a rug. I entered my PayPal info to have an idea of the total cost was but the order was processed for a different amount and without my confirmation. I tried to call immediately but they were closed. I immediately sent an email at 12:32AM requesting to to cancel order. At 8:49 am, the next morning I got an email stating order was ok the way, waiting to be picked up by the shipping partner. I called immediately and spoke with ZHARVENE, who informed me unfortunately there is no way to cancel the order EVEN THOUGH the order has not shipped yet. I requested to speak with a supervisor - which he declined and said someone would need to call me back but refuses to cancel order. I also opened a CASE with PayPal to get a refund and specifically informed them the order wasnt supposed to go through in the first place AND I DO NOT NEED THE ***** PAYPAL doesnt have a way to reverse the payment but said they will be contacting the merchant. I want a full refund BUT I also want to report their scary and shady business practices. I want to do it for myself and in case someone else out there has been duped or scammed by them

  Business response

  12/15/2021

  Hello,

  When an order is placed using Paypal, we are unable to see any information as this is a secure method of payment. We only see that the order was placed on 10/30 with the payment method as Paypal.

  When the agent assisted the next morning, the Warehouse had already created a label for the shipment and loaded it onto a trailer. We are unable to cancel an order once the item has been picked for shipment by the Warehouse.

  However, as a courtesy we requested to have the item RTS once tracking showed movement and we were successful in doing so. The item was returned back to our Warehouse. 

  The agent requested for a Supervisor to call you back and they reached out the same day regarding this concern. 

  The full refund was processed on 11/1 back to your Paypal account. 

  We apologize for any inconvenience this may have caused, 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. ↩