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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business claims they have an A+ rating with BBB which is a lie. I placed and order for a rug on 2/13/24 order number ******* and have yet to receive it. They are impossible to get a hold of and have terrible customer service so I'm pretty sure I got scammed out of my money.
Business response
04/09/2024
We spoke with the customer on April 4 and again three times yesterday on April 8 by live chat, email, and phone. We advised her this is Shipping on April 14. I believe she is all set. Thank you.Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order for several rugs with protection plan in July 2022. When ordering, their website indicated that the rugs I selected were in stock and available for immediate shipment. My email receipt, however, indicated a 1-2 month lead-time for delivery. I contacted customer service for clarification and was advised that the rugs would take 1-2 months to ship. I accepted this and waited patiently for my rugs to arrive, but they never came. When the rugs did not arrive in the 2 month timeframe, I called the company to follow up. Each time I called, I was put on a long hold and not given the opportunity to speak with a representative. I was given the option to leave a message for a callback, but never received a return call. I left a few voicemails with my order number and clear instructions for call back, but no one called me back. I went online last week again and saw the company changed the look of their website. I found instructions for cancellation--but when you follow the instructions to access the cancellation form, there is no form online you can actually fill out to cancel your order. The website refers you to a form to use, but it doesn't actually exist. (Please see attachment for clarification.)I additionally emailed them last week advising them again to cancel my order and refund my credit card. This email has not been answered.I spent over $900 and have not received any items. I tried additionally resolving with my credit card company, but since it is beyond 60 days since purchase, they will not help me seek restitution with the vendor. Very frustrating, since RugsDoneRight conveniently asks you to wait for your rug to arrive--then by the time you realize you have been scammed, it's too late to seek restitution with your credit card company for a refund.Customer response
03/10/2023
I have not heard from the business in response to my complaint.Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a rug online from this business on 08/05/2022.I spent $265.20. I used my **** card to purchase the rug.Their website has a logo that says BBB with an A+ rating.My order number was 8839959.The business has not sent the rug to **** have left 3 messages on email and phone. They have not contacted me in response to my messages.Customer response
03/09/2023
I have not heard from the business in response to my complaint.
They have not responded to numerous emails or phone messages.
Initial Complaint
02/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order #******* was placed on Jan 2, 2022 in the amount of $3067.02 for 7 rugs. Surya ********************* Blue Rug 1 2'0"x3'0" - Rectangular Ship Time: 2-5 days $93.50 Surya ********************* Blue Rug 1 7'6"x9'6" - Rectangular Ship Time: 2-5 days $909.50 Surya ********************* Black Rug 1 9'0"x12'0" - Rectangular Ship Time: 2-5 days $1,589.50 Surya ********************* Grey Rug 1 6'0"x6'0" - Square Ship Time: 2-5 days $531.25 Surya ********************* Grey Rug 2 2'0"x3'0" - Rectangular Ship Time: 2-3 Months $187.00 Surya ********************* Grey Rug 1 2'6"x8'0" - Runner Ship Time: 2-5 days $297.50 Five of the seven rugs ordered were received within a reasonable timeframe. When I checked on the remaining 2 rugs (Surya ********************* Grey Rug 2 2'0"x3'0" - Rectangular Ship Time: 2-3 Months $187.00), in June they claimed that the delay is the fault of the factory and not them (the distributor). Now I have waited for over a year and have decided that I have waited long enough, but I am not able to get in touch with anyone at the company. I have tried calling on the phone, emailing, and chatting through their website. No response has come to any of my communication. I would either like a refund or would like the products to be delivered immediately. It seems like the may no longer be operating, however, their website still seems to be able to take orders.Customer response
02/26/2023
I have not heard from the business in response to my complaint.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order, order # *******, on July 18, 2022. I have never received the order and the order never shipped as it is still listed in my online account with them as "pending." I have called countless times and left messages as well sending numerous emails, all of which have gone unanswered. I want a refund of my $631.96 that I paid them.Initial Complaint
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered two rugs from Rugs Done Right and have heard nothing from them. I tried to cancel the order, tried to call them looking for a status, and tried to contact them via email and live chat and nothing is working. I might be out much money if I do not get my rugs.Initial Complaint
12/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order #******* 02/26/2022 $7155.00 for ***** Rug and pad I have inquired multiple times about where the rug is and have not received it 10 months later. In June I received a reply that it would ship shortly. **************** says they cannot reach the business and will not refund the charge. I have paid $6800 and have no rug. I received the wrong paid and paid a lot to send it back and then they sent me the right pad (which I do not need without the rug!). I would like the rug still but do not want to wait months longer, I want regular updates on the status from the business, and I want a guarantee for a refund if it is not going to arrive soon! I advise others to consider carefully the risk before purchasing!Initial Complaint
12/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hi BBB,Order #******* was placed with Rugs Done Right via online purchase on 7/25/22. I've had followed up twice with emails and called multiple times - not a single responce.Initial Complaint
11/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Cant get a status on order number 883-9531. I ordered a rug from this company back in July. I am unable to communicate with anyone via email, live chat, phone call. They have had $1200 of my money since July and I have no recourse to get a refund, to check status of the order, or to even speak with anyone. I am seeking a full refund.Initial Complaint
11/13/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On May 30th, 2022, I created an order online through https://www.rugsdoneright.com where I purchased a quantity of six (6) Loloi Century CQ03 Sand Rugs of size 1'6"x1'6". At the end of the checkout process I paid a total of $283.20 USD with my MasterCard. The checkout process indicated Ship Time: 2-5 days. On November 5th, 2022, I had sent them an email at online@rugsdoneright.com with the following text: What is the status of my Order *******? KeithToday is November 13th, 2022, and I have received absolutely no communication from this company regarding my ORDER *******.The resolution options are listed below:1) Provide the six (6) rugs I have ordered before the end of the year (by December 31st, 2022)OR 2) Issue a full refund in the amount of $283.20 USD to my MasterCard.Please advise me of the real status of my ORDER *******.Thank you,*****Customer response
11/24/2022
I have not heard from the business in response to my complaint.
I called MasterCard on November 13, 2022, and opened a dispute with MasterCard to refund me $283.20. ********** told me on the phone that the decision on the dispute can take up to 90 days. MasterCard said any response from them will be sent to me by hard mail through ***** Hopefully they will be able to pull the funds from Rugs Done Right and reimburse me the full amount of $283.20. I also informed MasterCard about my BBB complaint and the business F rating with the BBB.
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