Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a rug through company, wrong item was delivered asked for an exchange will not ship replacement. For over a week lying about item being shipped with no tracking number and everytime I contact ***** they have no record

  Business Response

  Date: 04/11/2025

  Hi *******,
  
  This is ******** from Tumble. Weve received your message and want to help get this resolved for you.
  
  We're truly sorry for the delay in your orders tracking updates and want to assure you this isnt typical. Due to a recent ***** in volume and some unexpected carrier delays, certain shipments are taking longer than usual to show movementeven after theyve been labeled and handed over to the courier.
  
  We want to make things right. As a gesture of our sincere apology, wed like to offer you a full refund for your order.
  
  Please let us know if youd like to proceed, and well issue the refund right away. Again, were very sorry for the inconvenience and appreciate your patience.
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23188571
  
  I am rejecting this response because:
  I dont see how that's considered a "gesture" after already returning a rug that was shipped incorrectly. Two of your representatives who stopped communicating after lying several times about "speaking" to ***** and the new rug being shipped out. Your handling of the situation as a company led to the worse costumer online shopping I've ever had and I don't accept it so that your score on BBB doesn't change.
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to purchase an 8x10 rug for $400 and use **** gift cards for part of the purchase! They should work like a credit card but they dont! When I asked to speak to a representative/supervisor but only got a chat! I think there should be a work around or some sort of computer switch to activate that! I just wanted to speak with someone but was not able to!

  Business Response

  Date: 03/11/2025

  Hi *******,

  Im sorry for any frustration this has caused. At the moment, our payment system isnt flexible enough to accept multiple payment methods for a single order. I completely understand how this can be inconvenient, and Ill be sure to share your feedback with our team.

  
  I also apologize that we dont have phone support availablewe currently handle all customer inquiries via chat and email to ensure we can assist as efficiently as possible. 

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23033589
  
  I am rejecting this response because:

  Automation is not always the answer in being efficient! Although I accept the fact that their system is not geared up for accepting different forms of payment there is a huge disconnect when it comes to being competitive in the market place when it comes to ease and accommodating transactions and communication while I have taken time to reach out and communicate thru the company, it is extremely dissatisfying that in order to be heard I need to file a complaint with the BBB! The system is flawed and not customer service oriented! A **** gift card is universal and used just like a **** credit card! I do not understand the issue! I want to be a customer and will purchase an 8x10 rug as soon as the system is functioning! I am sure there are other customers with the same issues! The competition will pass them by!
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/21/2025

  I completely understand your frustration. Our goal is always to provide a seamless and customer-friendly experience, and Im sorry that our current system has made this process difficult for you.
  While our payment system isnt currently set up to accept **** gift cards, I understand how this limitation feels inconvenientespecially when you're ready to make a purchase. Ive shared your concerns with our team because we are always looking for ways to improve and ensure were meeting our customers needs.

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, I purchased a rug and my card was charged immediately. Received an email stating it had been shipped on December's 4th. Checked with *** Ex, the label had been created but they do not have the package. Emailed on Dec 5th and was told that fed ex was having problems. Was told to wait a few days. It is December 13 and no rug and no response to additional e mail. *** ex is still showing label created. Waiting on package. So disappointed in this company and their customer service.

  Business Response

  Date: 12/16/2024

   I completely agree the delays were seeing with ***** have been incredibly inconvenient. Based on what we've shared previously, the main issue lies with ***** not scanning the packages into their system, and were closely monitoring this situation to ensure your package is properly tracked.

  After closely working with *****, I am happy to inform you that your order has been delivered today, Dec 16th. Please check your tracking information here: *****************************************************************************************

  Please do not hesitate to reach out to us if you have any other concerns. 

   

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Tumble Living for their failure to fulfill my order in a timely and professional manner. Below is a detailed account of my experience:On November 26, 2024, I placed an order for a 5x7 rug on the companys website for an amount of $161.19. Their website stated that the rug was in stock and ready to ship. Shortly after placing the order, I received an email from Tumble Living with the subject line Your Order Is On The Way, which included a ***** tracking number (************). However, the tracking status has remained at Label Created since that day, indicating that ***** has not received the package.On December 3, 2024, I received an email from Tumble Living apologizing for the delay and stating that it could take an additional 2-5 days for the package to show movement due to high shipping volumes. Despite this assurance, no progress was made.On December 5, 2024, I emailed Tumble Living requesting an update and indicated that I would cancel my order if there was no movement. I received a generic response with no actionable information.On December 6, 2024, I called ***** and confirmed that they had not received my package. I immediately informed Tumble Living of this and requested a call from their customer service team. Instead of addressing the issue directly, I received another generic email response on December 9, 2024, apologizing for the delay but providing no resolution.Despite multiple attempts to resolve this matterincluding providing my phone number for direct contact and stating my intent to cancel the orderI have not received a response from Tumble Living that adequately addresses my concerns. As of today, December 10, 2024, my order has not shipped.I am extremely frustrated with Tumble Livings lack of transparency, poor communication, and failure to deliver on their promises.

  Business Response

  Date: 12/11/2024

  We sincerely apologize for the frustration and inconvenience youve experienced regarding your order. Your experience does not reflect the high standards of service we strive to provide, and we deeply regret falling short in this instance.

  
  We understand how concerning it can be to receive limited updates while waiting for your order to ship. Since you first reached out, we have been diligently working with ***** to resolve this issue. Unfortunately, due to unexpected delays within their network, your package was not scanned as expected. This delay is rare and certainly not the experience we want for our customers.

  
  We were unable to cancel your order as requested because it has already been shipped. However, were happy to confirm that your rug is now in transit and is scheduled for delivery on Thursday. You may check your tracking information here: *****************************************************************************************. We hope this resolution meets your needs, but if you would still like to cancel or return your order, we would be happy to assist you with that process as well.

  
  Again, we sincerely apologize for the delay and for any distress caused by the lack of timely updates. Your feedback is invaluable to us, and we are actively reviewing our processes to ensure better communication and a smoother experience for all of our customers.

  
  If you have any further concerns or need assistance, please dont hesitate to contact us directly at **********************************************************.

  
  Thank you for your patience and understanding.

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered rug December 4, 2024 from Tumble after reading the many glowing reviews. Rug noted as in stock and ready to deliver. Order confirmed, shipping label created from ***** same day. From Tumble's website, order status states "shipment is on its way". ***** states they are still waiting to receive package from Tumble. December 5, 2024, contact Tumble to inquire about the delay, no response. It's now 6 days later with no response, no answer of when the rug will ship, etc. Not to mention rug ships from *********, and I'm just a few hours north, very close. Tumble is a bit misleading with there in stock and ready to ship. Seems I'm not the only one to experience this same problem.

  Business Response

  Date: 12/11/2024

  We sincerely apologize for the delay and lack of updates regarding your recent order. We completely understand how frustrating this experience has been and want to assure you that your concerns are our top priority.

  We can confirm that your order left our warehouse on December 6, 2024. However, it has not yet been scanned by ****** which is likely why the tracking status still shows "label created." Unfortunately, ***** has been experiencing backlogs, and while this is outside of our direct control, we recognize the impact this delay has had on your experience.

  To make this right, we can offer to send you a replacement rug, free of charge, or issue you a full refund, whichever you prefer. Please let us know how youd like to proceed, and well ensure its handled promptly.

  We deeply value your patience and understanding and want to make sure you feel supported throughout this process. If theres anything else we can assist you with, dont hesitate to reach out to us directly at **********************************************************.

  Thank you for giving us the opportunity to resolve this for you.

• Initial Complaint

  Date:12/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28, 2024, I purchased a rug through the Tumble Living website. On Nov. 29, I received an email that stated ***** had a shipping label printed and was awaiting the item. On December 1, Tumble sent me an email that stated my rug was on its way, but ***** showed it still hadnt received the item and no update on tracking. On Dec. 2nd, my ***** bank account was debited the amount of the rug, ******, but still no tracking update. Ive reached out to Tumble repeatedly since I initiated the order. They continually state to wait ***** hours each time for an update and each update says they have no idea where the package is, and to wait another ***** hours and yet theyve had my funds since December 2nd. This is extremely poor customer service and no way to keep customers happy. It appears to not be a a singular issue as I see others with this same ordering issue. If Tumble wants to blame the carrier, maybe they should make a better business decision and change shipping partners. Ultimately the issue lies with Tumble and the customer service they arent providing. I needed this rug the end of this week for a family gathering and how disappointing to receive yet another email this morning from ****** stating that she has no idea where the rug is and to give her ANOTHER 48 hours to see what she can find out. Unacceptable! This shouldnt be this hard. I hope Tumble steps up to make this right. Ive asked them to reship the rug out TODAY and send me info on tracking otherwise Ill have no choice but to call my bank and dispute the charge as they have effectively stolen my money from me.

  Business Response

  Date: 12/11/2024

  We sincerely apologize for the frustration and inconvenience youve experienced regarding your order. Your experience does not reflect the high standards of service we strive to provide, and we deeply regret falling short in this instance.

  We understand how concerning it can be to receive limited updates while waiting for your order to ship. Since you first reached out, we have been diligently working with ***** to resolve this issue. Unfortunately, due to unexpected delays within their network, your package was not scanned as expected. This delay is rare and certainly not the experience we want for our customers.

  Were happy to confirm that your rug is now in transit and is scheduled for delivery on Friday. You may check your tracking information here: ***********************************************************************************************;

  We hope this resolution meets your needs. Again, we sincerely apologize for the delay and for any distress caused by the lack of timely updates. Your feedback is invaluable to us, and we are actively reviewing our processes to ensure better communication and a smoother experience for all of our customers.

  If you have any further concerns or need assistance, please dont hesitate to contact us directly at **********************************************************.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The rug did finally arrive on Friday as they stated.  And they did issue a partial credit for the problems I encountered with the lack of updates.  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chronology of Events:1. July 8, 2024: I purchased rugs from Tumble.2. July 9, 2024: I received a notification that a ***** shipment label had been created for my order. However, ***** never recorded receiving the item, indicating that only the label was created.3. July 13, 2024: After waiting four days with no update, I submitted an inquiry to Tumble. ******** from customer service responded promptly and advised that I should wait 72 hours before any further action would be taken.4. July 16, 2024: I followed up after the 72-hour period had elapsed. ******** replied, stating: "I checked on your order and unfortunately, it's not clear exactly what's going on with your shipment. It is possible that your package was lost while in transit. Please allow me to monitor the shipment for the next 48 hours and if I don't see any movement, I will go ahead and send you a replacement!"5. July 18, 2024: After the additional 48 hours passed, ****** from Tumble followed up stating, "we anticipate that it will take approximately 3 to 5 days for your tracking information to update." This timeframe is from 7/18.Complaint Details: I am filing this complaint due to the unacceptable delays and lack of resolution regarding my order. Despite being patient and repeatedly following up, I have not received the rugs I purchased. Tumble's customer service has provided no satisfactory explanation or solution, and the continual requests for additional waiting periods are unreasonable. Additionally, the company's failure to provide a phone number for customer service and the existence of multiple similar complaints on the BBB website suggest systemic issues with Tumble's customer service practices.Desired Resolution:I request that Tumble immediately ship the rugs I purchased.

  Business Response

  Date: 07/25/2024

  Dear *******,
  
  We deeply apologize for the unacceptable delays and the frustration this situation has caused you. Your patience and persistence in following up are sincerely appreciated, and we regret that our responses have not met your expectations.
  
  Upon investigating the issue, we discovered that there were unforeseen complications with our carrier, which unfortunately led to the delay in delivering your order. To rectify this, we dispatched a replacement order on Monday, July 22nd. 
  
  I am pleased to inform you that both your original order and the replacement order are now in transit and scheduled to be delivered by Sunday, July 28th. You may check the tracking information here:
  Original Order - *****************************************************************************************
  Replacement Order - *****************************************************************************************
  
  To express our sincere apologies for the inconvenience you have experienced, you are welcome to keep both sets of rugs, with no need to return the replacement order.
  
  We understand how frustrating this process has been, and we are committed to making it right. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and continued patience.
  
  Sincerely,
  

  Jaja
  Tumble Living **************** Team

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order a paid, have not received my item and am not getting responses from the email customer service. There is no option for me to cancel my order and get a refund and no phone number to be able to actually speak to a human for a resolution

  Business Response

  Date: 07/25/2024

  Dear *****,
  
  I am deeply sorry to hear about your recent experience with us and any inconvenience this may have caused. We take your concerns very seriously and aim to resolve them promptly.
  
  Upon reviewing your case, I see that our customer service agent responded to your initial inquiry the day after it was received. Additionally, I noticed that she reached out to you again yesterday with an update on your order.
  
  I am pleased to inform you that your order is now on its way and is scheduled to be delivered today (*****************************************************************************************). We understand the frustration that delays can cause, especially when anticipating a special delivery, and we truly appreciate your patience and understanding throughout this process.
  
  Please feel free to reach out to us if you have any further questions or concerns. We value your business and are committed to ensuring your satisfaction.
  
  Sincerely,
  
  Jaja
  Tumble Living **************** Team

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do believe this business desperately needs to offer customers a phone number to call when they need updates or have issues, failure to do so is a crappy way to conduct business. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two 6x9 rugs and one 2.5x7 rug during the memorial sale. One of the 6x9 rug showed that it wont ship until June *****th, which I was okay with. I needed the other two rugs now and both said they are available/in stock. One 6x9 rug shipped the next day, and currently using it. Love it. HOWEVER, Tumble Living is holding the 2.5x7 rug that is available/in stock on purpose until June 12th-18th to save/combine the shipping. Ive been going back and forth with customer service for days now with just an explanation why they are holding my merchandise opposed to just shipping it out. Its been passed the 3 business days and I just want my rug I paid for!! There is no reason why you should be holding it. Please!

  Business Response

  Date: 05/31/2024

  Hi ******. We sincerely apologize for the poor communication and the inconvenience this has caused you. Your frustration is completely understandable and we are very sorry for the confusion and delay.

  To remediate the situation, we have reached out to our fulfillment team and created a new order for your 2.5x7 rug runner, which will ship ASAP. Here is your new order number for the runner: TMBL-197417.  Once the item is shipped, you will receive an email with the tracking number.
  

  Thank you for your patience and understanding.
  

  Customer Answer

  Date: 06/03/2024

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

  Thank you, both rugs shipped and awaiting transit. Really appreciate your fast resolution! 

  
  Sincerely,
  ****************

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rug in May of this year. A couple of weeks ago I noticed that the stitching around the rug is coming undone and it will soon start to unravel. These rugs are washable. Ive washed it 3 times and I only vacuum it with my bare floor vac. I reached out to them over a week ago regarding this and they will not respond to me. I posted a review and they are filtering bad reviews so mine was never posted. I have tried 4 times to contact them at this point. My order number is *****. I dont know how else to get through to them other than their help email which is ********************************* I would like for them to tell me if there is anything that I can do to save this rug or a refund, store credit, etc. I just want to be contacted. Its very frustrating to be ignored by a business like this. And unprofessional.