Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a rug online from Rugs Done Right for $6800 on November 24, 2021. I was told it would take 2-3 months. I began calling and emailing in February 2022 to seek a status. I got one answer that said it was clearing customs and they would let me know the tracking number. Then I heard nothingI continued calling and emailing. Very rarely I got a human who told me it had shipped and they would get back with a delivery datethen nothing. No one answers calls, emails, etc I have tried cancelling for a refund online multiple timesstill no response. I have emails to corroborate but many of my requests were phone messages.I see that they have a good BBB rating so Im surprised at the lack of response. Can you please help me recover this money.*****************Customer response
08/01/2022
I have not heard from the business in response to my complaint after repeated attempts to call and **** in the last few months and weeks. Would you let me know what my legal options are?Initial Complaint
07/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
September 13, 2021, I purchased a rug through Rugs Done Right order Number *******. On September 27, 2021, I have cancelled online and received notification email that the request was received, however, no answer of cancellation was ever returned. This business does answer requests nor does the business answer the phone. On May 16, 2021, I was informed by the current owner at *********************************************************, that there was a rug delivered. My wife and I do not remember ordering a rug, however, I paid to ship it to my current address so that I could track it down where it came from. I called several places and found that this rug was supposed to be cancelled. I tried to remedy this issue through Rugs Done Right by requesting an exchange which I was notified by **************** that I could not exchange. At this time, I would like a refund as this company does not resolve issues with their customers by phone nor does this business cancel items when you send several requests by online and email. I would be happy to return this rug as it was supposed to be cancelled in the first place.
Business response
07/14/2022
As outlined in the posted Cancellation policy, some orders cannot be cancelled. This rug was shipped to the address the customer provided when he placed his order securely online. The request to return the rug came in well beyond the return time frame. This rug is not eligible for a return.Customer response
07/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
According to the documents that I have sent, the business has not fulfilled the original request on September 27, 2021. I requested the order to be canceled online and through email. However, the order was still filled and delivered 8 months later. In addition, not remembering that the rug was ordered or not canceled, I had to conduct research on where it came from and who ordered it. This order should have been canceled when requested.
Regards,***********
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.