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2.0

Ordered rug in early November 2015. Told it would be there by Thanksgiving.

Charged card right away. Called to inquire when it would ship, gave me bogus shipping number. Thanksgiving: no rug. Called them, said UPS lost it, label torn, etc.

Asked them to credit card and charge again (which they did) so I didn't have to pay for it in Dec. January, they said rug was damaged during shipping, but credit never came until AMEX got involved. Called to cancel another rug, told it had already shipped. Called another day, it hadn't shipped.

Canceled order. Got cancelation confirmation.

Asked AMEX again to ensure the credit is issued to my card. Still waiting for the dispute to be settled, but AMEX usually takes care of it.

Reason of review: Poor customer service.

Monetary Loss: $943.

Preferred solution: Full refund.

Location: Alexandria, Virginia

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Guest

Watch out-They will put you into collections if don't pay-that is what happened to me when I started my dispute!

online

Any comment posted by an anonymous source is typically not worth replying to, however based on the location listed, and the fact that this was a rare situation of a damaged carrier shipping label, we know exactly who the customer was. Sandy Gretzkowski ordered a Capel 9x12 rug.

We had one left in our warehouse at the time. When we shipped the rug from our warehouse UPS was not tracking properly. After opening up a trouble ticket with the carrier, we were finally told that the rug had a torn label, and was punctured upon being returned to the terminal. At no time was the customer given incorrect tracking.

We spoke at length with this customer on the phone, by email, and even live chat after hours to keep her up to date on the UPS investigation. On one of these calls, Sandy decided to order a Kane carpet. This rug had plenty of stock, so it shipped from the manufacturer Kane Carpet. Two days later, she called and was not happy that we didnโ€™t have tracking.

Kane carpet said it shipped and would have tracking later that day. Had she waited even 4 more hours, she would have seen the package was well on its way. The customer filed a credit card dispute after the rug had shipped!

This is an unfortunate situation, however we do feel that the constant communication with the customer and rapid action to credit her first order (despite her claims) were an acceptable response given the uniqueness of the situation. Had she really felt the service was unacceptable it seems odd that she would place a second order with our company.

Summary is that the customer was refunded already for both of her orders.

Guest
reply icon Replying to comment of online

You guys are not ashamed of defrauding the customers.

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