ComplaintsforRug Source, Inc.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/16/2024 I ordered a rug from Rug Source. I received the rug within a week. The rug was on my floor, over the rug pad that they recommended that I buy. After about a week many pills appeared all over the rug, they are still showing up. At least 50. I did a chat with **** and she stated that ***** rugs do not finish off the rugs and I should take a scissors and cut the pills off. That was not a realistic solution and I did not want to damage the rug further. She said if I did not like it to return it. They clearly state FREE returns, but you can not return the pad only the rug. Today as I was vacuuming the carpet, I noticed an actual hole where there is no stitch. This rug is defective. I want the rug replaced at no charge. I sent them pictures I also have one of the hole where stitching is missing. The order # *******. The chat with **** is #**C. She also told me my rug was not high quality only medium quality.

  Business response

  02/07/2024

  We have responded to the customer immediately after she sent us an email through live chat and explaining her that this is not a defect and those knots can be cut easily but you have a free return and we have even sent customer a free return label
  customer is required to return the rug free of charge for return. i have added the return label that was sent to her here as well

  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/11/2023 I purchased a rug from Rug Source online. On the listing, as well as when I completed the purchase, it said that I would get free shipping to ******. However, the following day, I received an invoice from them for $49 dollars saying that they, in fact, don't ship free to ******, which entirely contradicts what was said in the checkout process. There is no prompting to their shipping policy nor is there any note in the checkout process that says there will be an extra charge to ship to ******. I don't understand how you can complete the purchase, have the order confirmed, and then receive another invoice stating it will cost an extra $49 to ship when it explicitly said it is free shipping on the checkout form. I have a screenshot to show where this is listed and the initial invoice as well. I called the phone number on rug source to try to find a resolution but was told that I need to refer to their shipping policy. How can you say it is free on your listing as well as your invoice but then slap another charge on there? It seems unethical and in bad faith. The representative I spoke to on the phone with rug source made no effort to resolve the issue, but simply said I was wrong and to refer to the shipping policy.

  Business response

  10/17/2023

  Hello,

   

  Per Our shipping policy AK, HI and PR there is No free Shipping and here is the link explaining that

  **************************************************

   

  However, we still shipped the rug to customer with no shipping charge and Free with ***** 2nd day air and here is the ***** tracking number 785092013320

   

  Customer doesn't respond to close his case

  Customer response

  10/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

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