BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Oriental Rug Gallery of Texas meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Oriental Rug Gallery of Texas include:
- 18 complaints filed against business
Factors that raised the rating for Oriental Rug Gallery of Texas include:
- Length of time business has been operating.
- Response to 18 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||9|
|Total Closed Complaints||18|
Type of Entity
Business ManagementMs. Karla Smith, Vice-President Mr. John Garza, Manager Mr. Thomas W. Munroe, President Mr. Brian Reavis, Manager
Carpet & Rug Dealers - New
Alternate Business NamesOriental Rug Gallery Oriental Rug Gallery LP Rug Studio The Studio
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: On 10/8/13 I ordered three area rugs on-line from Rug Studio. I PAID $202. FOR ALL THREE RUGS THROUGH PAYPAL. I received two of the rugs a week later. I called a customer service rep at Rug Studio about when I would receive the third rug. SHE SAID IT SHOULD BE IN BY THE FIRST PART OF NOVEMBER? When I still hadn't received the third rug by 11/15/22, I called Rug Studio again there was no answer. I called again on 11/22/13 still no answer so I called ****** and was advised that this was the last day I could file a complaint. I told ****** rep that all I wanted was the rug and she kindly offered to call Rug Studio on my behalf. She received no response. And that is why I filed the complaint with ******. I called Rug Studio later hoping I could just resolve this myself. I spoke to **** and he said I would have to $112.00 for the backordered rug and then they would send me the rug and a refund. He said I would have to cancel my complaint with ******. I then called ****** and was told by the rep that once I cancelled the complaint I would not be able to reinstate it if they still didn't send the rug. I called **** back
Desired Settlement: I would like my $112.00 refunded by Rug Studio as I have purchased the rug elsewhere. Thank you for your help.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: I ordered 2 identical rugs. I instructed the sales person that if only one was available don't send any. After I received only 1 rug, I called rug studio to see if I was getting another. The next day I get an email cancelling the 2nd rug. This order was put in as one order; the order is incomplete. All I asked from them is prepaid shipping label. I spoke to the HEAD of customer service **** ********, who would not pay for my $20.07 return shipping. He said I never expressed that to ship 2 or nothing. I don't know where he is getting his info. I reiterated time and time again my position. Poor customer service as well as not honoring the word of their sales staff
Desired Settlement: A check issued for $20.07 to myself.
Customer ****** ****** has placed a few orders within the past month. On his previous orders, he had notated to ship both, or nothing at all. On this one, he neglected to do so. Given the situation, he was likely confusing this order, with one of his previous orders, as systems are in place preventing discrepancies. We sent emails regarding low stock, and letting him know that we would advise him if anything became unavailable, which we did. One of the items on the order was filled and later returned by the customer. He has been fully refunded for his order as of 11/26/2013. Furthermore, we do not pay for return shipping and are only able refund the amount that we charge the customer, which we have. Our 30-Day Return Policy (http://www.rugstudio.com/rugstudiostorepolicies.aspx) is clearly stated on our site and that is the process that we follow in cases like this.
Customer ****** ******. The merchandise has been returned and the customer has been refunded for 100% of what he had paid to us, there is nothing else that we can offer. We cannot refund more than what we charge. The shipping back of his item with use of the Return Authorization that we provided to him is considered acceptance of our previously stated policies.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
Read Complaint Details
Complaint: I have still not received the refund as stated in my previous complaint #*******. I want my refund ASAP along with a fee of $30 for debiting my account and holding my money without cause.
Desired Settlement: The business must refund my money along with provide me a fee 0f $30 for debiting and holding my money ASAP.
Customer was refunded promptly upon receiving cancellation confirmation from the manufacturer (5/8). Customer was sent an email alerting him to the pending refund. The emails states "Please allow 2-3 business days for the refund to show up on your account". Today would be the 3rd day. If the refund does not show up in his account by tomorrow, he will need to contact his bank to find out why the delay. We do not issue money to customer's for cancelled orders. We can only refund the full amount of the charge, nothing more.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|5/10/2013||Problems with Product/Service|
|2/6/2013||Problems with Product/Service|
|2/4/2013||Problems with Product/Service|
|10/10/2012||Problems with Product/Service|
|9/26/2012||Problems with Product/Service|
|8/27/2012||Problems with Product/Service|
|6/19/2012||Problems with Product/Service|
|4/27/2012||Problems with Product/Service|
|10/28/2011||Problems with Product/Service|