Rugs USA

Please do not buy anything from the company www.rugsusa.com and return it as it will be extremely frustrating to get your money back for a refund. Though they mention the words Easy Returns on their website, it is far from true. I had placed order#WS565473 on1/3/2014 through www.rugsusa.com for Area Rug Color: Black Size 5’2”x7’4” SKU:[protected]-52074 and paid via my PayPal account a Total Price: $41.80 (Free Shipping). The item was sent and reached on 1/8/2014, but since the item didnot meet quality expectation, I requested a return authorization. For the Return ID # 98941, I was granted a return authorization via email by [protected]@rugsusa.com on 1/27/2014 by a person named Mandi. The return authorization number for the item: RA #RugsUSA-WS565473-[protected] for the SKU# [protected]-52074 was given. I was given 7 days to return the item to the return address which was given as HomeDynamix, 1 Carol Place, Moonachie, NJ 07074. The item was returned via UPS ground with a tracking number 1Z0669330316080368. This tracking number was conveyed to [protected]@rugsusa.com on02/06/2014 and it was seen that the Area Rug Item was delivered on 02/03/2014at 11:00 AM to Moonachie, NJ and signed by Torres at the dock. On02/11/2014, I sent a reminder via email that the refund of $41.80 is due and that Mandi or Anybody Else who can take action should process it. On02/14/2014, I again sent an email saying that I am waiting for them to credit$41.80 to my PayPal account since it was over ten days that the Area Rug had reached them on February 3, 2014. I requested for prompt action. On 02/20/2014, I sent an email stating that I do not understand why my email messages are being ignored and that it is over 15 days since the Area Rug had reached them on February 3, 2014. On 02/28/2014, I tried to call the two numbers [CustomerCare [protected] or [protected] (M-F 10:00 am – 5:30 pm)] at around noon and no one picked up either of the two numbers. I went back online to the account status and filled in the tracking number of the return so that they would get an automatic alert. On 03/01/2014, I received an email from a person named Tina Arroyo that my refund has been submitted. The email stated that I should allow3-7 business days for the refund to fully post on my account. It also stated that once the transaction has been completed on their end, I will be notifiedvia email to confirm my refund was issued. After waiting patiently for 7business days, I wrote back to them asking them to revisit the refundprocessing to take action so that there is no unnecessary delay in getting therefund. There was no response to it. More than 15 business days elapsed andthere was no sign of the refund! So I submitted a complaint on 03/21/2014 tothe Better Business Bureau through their website www.bbb.organd was assigned the compliant ID: 9979104 by www.trenton.bbb.org. I got an email from BBB that my complaint hadbeen sent to the business for their response. When I was in the process of preparing the complaint and when I searched for the business’s address what Igot had some discrepancies. The addresswas correct. However the telephonenumber [protected] that came up was different from the one I had on myrecord for customer care which was [protected] or [protected] (M-F 10:00 am –5:30 pm). Of course, I had tried to callboth these numbers on 2/28/2014 at around noon and no one picked up either ofthe two numbers. So maybe the telephone number recorded with BBB 201-807-0111is correct – that is what I thought. Also the website www.homedynamix.comwas not the one where I did my transactions. It is www.rugsusa.com throughwhich I had placed my order. Also allcorrespondence that I got from them came from [protected]@rugsusa.com.Probably, the company operated online through two different websites. But I thought I should mention this to BBBand hence sent an email to them. In the meantime, BBB got a response from a person named Adam on behalf of HomeDynamix. He stated that he does not understand why Home Dynamix is being brought in on this because they were a wholesale manufacturer and distributor, and do not sell tothe public. He said that since the transactions were all done through RugsUSA.com, he wanted BBB to remove their name from this claim or have this claim removed from their record. When BBB made me aware of this response from the business through an email, they said that it has come to their attention that a different company should handle my dispute. So BBB suggested that I submit a separate complaint so that they may forward it to the appropriate company. I replied through an email that the reason why Home Dynamix appears in the complaint is for two reasons – 1) When the Area Rug was received, the address of the sender did not say RugsUSA. The sender’s address printed in the top left corner read as: HomeDynamix, 1 Carol Place, Moonachie, NJ 07074 and 2) When I requested to return the item, the RMA (Return Mailing Address) was given to me again as HomeDynamix, 1 Carol Place, Moonachie, NJ 07074. In any case, on 04/04/2014 I submitted a separate complaint again to the Better Business Bureau through their website www.bbb.org against RugsUSA.com, 106 E. Jericho Turnpike, Mineola, NY 11501, Tel: [protected] and this time was assigned the compliant ID: 9998423 by www.newyork.bbb.org. I got an email from BBB on 04/07/2014 that my complaint had been sent to the business for their response. On 04/10/2014, BBB got a response from the business that was forwarded to me and it stated as follows: “I received the order and saw the pay pal transaction was not completed. I went ahead and resubmit the refund. The transaction confirmation number is86L29693B52585824. Pay pal should update within 24/48 hrs and reflect the funds. We apologize for the delay.” Thus, on 04/11/2014 which is over two months since RugsUSA received the returned area rug, I finally got the refund of $41.80 after so much of hassle and frustration. I would probably never have got my refund if I had not pursued this matter and not submitted a complaint to BBB.

This is in reference to your complaint against RugsUSA.com. Your complaint was assigned ID 8060422.
Your BBB has tried to present your complaint to RugsUSA.com in an attempt to resolve this matter to your mutual satisfaction. Unfortunately, despite our efforts, we have received no response to your complaint. We attempted to contact RugsUSA.com through written correspondence twice on your behalf, but we must now close this matter in our files. This does not minimize the importance of your concerns, nor is it any reflection on the validity of your dispute. You may now want to pursue this matter through an alternative resource.
Your BBB helps settle many marketplace disputes between consumers and businesses, but please understand that we are not an enforcement agency and we cannot compel a business to settle your complaint in a particular way, nor can we compel them to respond. BBB mediation is a voluntary process requiring the good faith and willing participation of both parties to a dispute.
The firm’s failure to respond to your complaint will be reflected in its BBB record. A firm’s rating will be affected by its failure to answer even one complaint. Your experience may, therefore, alert other inquirers seeking information through the BBB.

Original complaint:
I ordered 2 rugs from Rugs USA between 9/14/09. I was sent 2 rugs, only one rug was what I ordered it wasn't even the correct item number. I called Rugs USA and informed them of their mistake, originally I had ordered 108TC57-609, they sent me 108TC67-609. I contacted them on 9/18-9/19. They told me they would send UPS labels, pick the rug up and send me the right rug. I contacted them again the following week because they still had not sent had the rug picked up. UPS picked up the rug on or before the 10th of October. I waited approximately 6 weeks, I had to call them twice for status, to receive what was supposed to be the correct rug. The delivered the replacement rug on the 11/19 or 11/20. I looked at the label and it was the same rug I had returned. I called Rugs USA on the same date I received the rug and asked for a refund on the rug. They said they would refund my money and have UPS pick up the rug. I waited approximately 1 week and UPS still hadn't picked up the rug nor did I get a refund - Rugs USA told me on the phone that the refund would take 5-10 days to post. I called back to check 11/23-11/24 because the rug had not been picked up and there was no refund to my Paypal account. The man I spoke with said I had to wait 10 days to see the refund. On 11/27 or 11/30 I called again because I had still not seen the refund and the rug still hadn’t been picked up. They assured me they would take care of it. I had to leave the country on the 12/4 and just returned. I just checked my Paypal account and STILL they have not refunded my money. The rug STILL has not been picked up. Rugs USA purposefully sent me a product I did not want and are trying to force me to purchase an item I did not order by not refunded my money and not picking up the rug. The original order number for this transaction was WS103144.