ComplaintsforRhody Rug, Inc

• Initial Complaint

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased 2 oval braided rugs from *********** These rugs are 8 x 11 made by the Rhody Rug company. They stretch horrible. I contacted the company and they said to put a rug pad underneath. I did that and it didn't help. They are advertised as wool which shouldn't stretch. I recently lost my husband and this is causing me needless stress. I have contacted the company numerous times. I am disabled so it's impossible for me to take the rugs back to the store.

  Business response

  06/22/2022

  The following message was sent to the customer on 6-22-2022 at *******:

  I would like to address your concerns and find a solution; I am sorry that you are unhappy with your purchase and need to get some more information from you as well please.
  
  Can you please tell me when and where you purchased this rug as we do not sell direct it did not come directly from us? Do you have the invoice or any paperwork so I can see the information?
  The team and I looked at all your photos and I am not 100% convinced it is the rug issue as much as sliding the chairs on the rug but I would like to send you the proper size plastic to roll and put the rug into and I will issue a call tag to bring them back here to thoroughly inspect in the meantime I will have the sewers make a new rug for you and we will get it shipped out
  You mentioned you purchased 2 8x11 and the pictures I see there is 1 rug under the tables and chairs- what is the issue with the 2nd rug I am unclear on that?
  I agree with the recommendation of the rug pad, these rugs are not woven they are braided and ******************* up if something is sliding across them
  As far as if the rugs are wool, I can assure they are wool I purchase the wool myself and ship thousands of rugs.
  To address the issue of one of the pictures of how the rug ends, I looked at that and that is how all our rugs end and is completely normal
  If you wish to contact the BBB or Attorney General that is your decision, we have a ********************************************************************************** replace if manufacturing defect.
  I am going to advise when you get the new rug to follow the instructions as stated, because we manufacture these rugs, they need to be laid flat prior to putting anything on them and when the table and chairs go on them they need to be lifted and placed on the rug not slid across the rug as that will cause bunching.
  
  To sum up we will send you plastic to pack the rugs in to the address listed below and I will have a call tag issued to pick them up (please let us know when the rug is ready) as we want to inspect them here to determine what is wrong with them. In the meantime, as soon as you send me your invoice or packing slip from your original purchase, I will have the rug made and sent out asap. Please email the original purchase slip directly to me at ******************************
  
  My goal is to make every customer happy when possible if there is a manufacturing defect.
  
  Thank you
  *****
  
  
  ***********************
  President
  Rhody Rug
  9 ***************************
  *******, ** 02865

*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. ↩