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:06/13/2025

  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 an 30 year plus Interior Designer and ordered a cowhide rug for a client. The rug arrived crumpled, creased, puckered, and was a totally unacceptable mess ! I contacted Customer Support and was told to give it some time ,not to be concerned and the creases,etc. would fall out. I gave it time. There has been NO Visible change in appearance. As the rug was needed by a certain date, I had to order another rug from another dealer . This rug arrived and looked nothing like the Cowhides Direct excuse for a rug. Pleasing my clients is of paramount importance to me personally and professionally.Pleasing customers is obviously not a priority for ********************** !I have two Questions for Cowhides Direct.1. After seeing the photos of this hide that I sent to you , is this hide a typical example of your cowhide rugs?2. If the tables were turned and YOU ( Cowhides Direct) received this rug, would you be pleased with the quality and appearance of this cowhide rug?*. I have posed these questions at least 3 times with Customer Support and They have completely ignored my questions . That is totally unacceptable ;therefore , I am seeking a response through the BBB.

  Business Response

  Date: 06/13/2025

  Dear Ms. *********************** you for taking the time to share your concerns with us through the Better Business Bureau. As a fellow professional company, we truly understand how important it is to deliver exceptional results for your clients.
  

  We'd like to address the specific questions you've raised:

  Is this hide typical of our cowhide rugs? The creasing you experienced is actually very common with natural cowhide rugs due to how they must be folded for safe shipping. This happens across the entire industry, not just with our products. Every hide is unique since they're natural products, and temporary creasing is part of that natural character.
  

  Would we be pleased if we received this rug? We absolutely understand your frustration, and we genuinely appreciate you sharing the photos with us. The creasing you showed us is the type of temporary settling that we see regularly with shipped hides, which is why we always recommend giving them time to naturally flatten and provide tips and videos to immediately flatten the rug if you do not wish to wait. 
  

  We recognize how challenging it must have been to work within your client's timeline. Our team did their best to respond to your concerns promptly - we always aim to get back to customers by the next business morning when emails come in after hours.
  

  While we weren't able to accommodate a return outside our 30-day policy window, we are willing to work with you on getting your rug to be perfect.  It's really just a simple process that can fix it in about 5 minutes if the wrinkles are your main issue. 

  Thank you for your understanding, and we wish you continued success with your interior design business.
  **** L

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23465500
  
  I am rejecting this response because:
  I did exactly as directed by *****************  The hide has been on the floor for the recommended amount of time.  The hide is as puckered and creased as it was out of the box.

  Your  rugs may require special effort to make them appear acceptable. As I said previously, I ordered a replacement hide from another company .  It too arrived folded and it is not puckered or creased and lies flat on the floor.  This hide did not require any additional treatment.  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/26/2025

  To the Better Business Bureau and Ms. ******************** you again for the opportunity to respond.
  
  We sincerely regret that Ms. ****** was disappointed with the cowhide rug she received. We understand the demands of working with clients on a deadline, and we certainly never want to add stress to that process.
  
  Regarding her concerns, the photos she submitted do show natural creasing and puckering that often results from the folding necessary for safe and affordable shipping of genuine cowhide rugs. This is a normal and expected occurrence not only in our industry, but across the broader furniture and home **** industry as well. In most cases, these creases resolve on their own after a short time. When they dont, we provide simple steps and videos that can quickly smooth the rug with minimal effortthese are the same steps we use ourselves. Many designers, furniture manufacturers, and customers have used them successfully.
  
  While we appreciate that a different rug from another vendor arrived with less visible creasing, cowhide rugs are natural products and no two hidesor shipmentswill behave exactly the same. Some may flatten right out of the box, while others require a bit of help.
  
  That said, we do want to reassure Ms. ****** that the rug she received falls within the range of what we expect from our cowhides, especially after shipping. While we wish it had worked out better for her project, we always encourage customers to take advantage of our ****** return window if something doesnt feel like the right fit. In this case, the order was brought to our attention well beyond that window, and we were unfortunately unable to offer a return.
  
  We appreciate the opportunity to clarify and wish her continued success in her design work.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23465500
  
  I am rejecting this response because:
  The cowhide I received is puckered and creased.  I ordered a replacement ..see photos of your- puckered creased hide
  see photos of flat smooth hide 
  The pictures are worth a thousand words and I am offended that you think your rug is acceptable. I know better ! In my personal experience  Other companys dont send puckered creased hides.  You should be embarrassed and ashamed to send a hide like you sent to me and expect a happy satisfied customer.  I am not alone in my complaint!

   I do not want any products from you.  I want a Refund!
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/27/2025

  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 ordered a cowhide from cowhides direct. They stayed on their website that the one you ordered in their photo is the one you receive. wasn't the case they sent me one that was completely different. I returned it and even though they sent the wrong item they charged me shipping and a restocking fee. when I contacted them, they weren't willing to resolve it by paying for their mistake, they offered out a ******** to refund the restocking fee and Iask them for the refund of the shipping also never heard from them when I called them they claim they never received a response and that they necessarily send the one in the picture. Even though their website has a plastered all over the fact that they guarantee your satisfaction 100% so it cost $57 to do businesswith them and receive nothing.

  Business Response

  Date: 02/28/2025

  Thank you for allowing us the opportunity to address Ms. ***** concerns. She placed her order from our general selection category, where customers select a preferred color and size rather than an exact item from our individually photographed collection. Upon receiving her order, Ms. **** expressed dissatisfaction with the cowhide. Although the shipment matched her chosen specifications, we accepted the return under our standard policy, which includes a restocking fee and round-trip shipping costs. As a courtesy, we offered to waive the restocking fee; however, Ms. **** declined and requested a full refund, including shipping.
  
  Before a resolution could be reached, Ms. **** initiated a chargeback with her financial institution, preventing us from issuing any further refunds directly. We understand her frustration and regret that she was not satisfied with the outcome. Throughout this process, we followed our published policies while trying to provide a fair solution. We remain committed to clear communication and stand ready to furnish any additional documentation needed.

• Initial Complaint

  Date:02/01/2025

  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.

  I ordered a cowhide rug on Dec ******* in the amount of $187.74 order #******. The rug was too small so I submitted a return request on Jan 7, 2025 and was given #RMA5909039. I immediately returned the rug on Jan 7, 2025 taking it to *** (See shipping label attached) since I had until Jan 21, 2025 to return the rug. I received an email reminder on Jan 14, 2025, saying to send the rug back to avoid being charged. I replied I sent the rug back and included a picture of the *** shipping label proving I sent it back and also included a picture from *** tracking showing it was delivered on Jan 14th at 10:45 am and received by ****. I then received another email on Jan 20th reminding me I had until Jan 21st to send the rug back to avoid being charged. I replied back this is the second email I receive about not returning it and that I had already sent it back, included pictures of the *** shipping label and *** tracking timeline showing it had been delivered. I saw on my bank statement that I was charged $194.34 on Jan 21st by cowhides direct. I immediately called the customer service line and asked why was I charged again when I had already sent the rug back, emailed all documentation of sending it and it being received. The person on the other line looked it up on their end and said it showed it was received but hadn't been scanned in yet. I stated what do you mean it hasn't been scanned in yet its showing it was received. She stated it takes a while to scan it in and once it is scanned in I will be getting that money refunded. I told her it makes absolutely no sense that it hasn't been scanned in yet but your computer shows it was received and absolutely ridiculous they still charged me knowing they have it back. This is the worst dealing I have ever had with a company. Today is February 1st, 2025 and I STILL HAVE NOT GOT REFUNDED! This is ridiculous and so is this company!!

  Business Response

  Date: 02/02/2025

  We appreciate the opportunity to address Mr. ****** concerns regarding his return and refund.

  Mr. ****** originally purchased a cowhide rug on December 24, 2024, for $187.74 (Order #******). On January 7, 2025, he requested an exchange through our automated return system (RMA #*******) and received a new rug as part of that exchange process (Order #******).

  Our system operates under an automated return and exchange policy:

  - When a customer chooses an exchange, they receive a credit equal to the value of the original item to apply toward the new item.
  - This credit is provided upfront under the condition that the original item is returned within the designated timeframe.
  - If the original item is not scanned into our system as received within the timeframe, the system automatically charges the customer for the credited amount.

  In Mr. ****** case, the original rug was returned on January 14, 2025, but had not yet been scanned into our system by the return deadline. As a result, our system automatically charged him $183.54 ($169.99 + taxes) on January 21, 2025, which was not a manual charge from our team but an automated process.

   We sincerely apologize for any confusion and frustration this caused. Now that we have verified the return, we have processed a refund for the correct amount of $183.54, which is the charge that was applied due to the delayed scan-in.

   We appreciate Mr. ****** patience and regret any inconvenience caused. If there are any further questions or concerns, we are happy to assist.

• Initial Complaint

  Date:09/08/2024

  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 place an order online on 8/30 for what was supposed to be a Solid Black XX-Large Brazilian Cowhide Rug 8'0"H x 6'8"W #A12682 by ****** Hides from **************************. With taxes and shipping my total came out to be $110.20. The rug arrived yesterday 9/7. The rug is brown with not trace of black anywhere and theres cream colored spots on the rug. I immediately contacted the shipper and received a reply that said their rugs are authentic and all black rugs have a trace of brown? Again, the rug I received is completely brown except for the light spots. I then reached out again inquiring about a refund/return. I was sent and email back advising that I would only receive $65.31. Theres a disclaimer that I will be charged $26.68 in fees. Why would I have any fees because their company is false advertising? I want a FULL refund.

  Business Response

  Date: 10/15/2024

  Dear BBB and Ms. Love,
  
  We appreciate the opportunity to respond to Ms. Angela Love’s concerns and would like to clarify the situation.
  
  Ms. Love placed an order on 8/30/2024 for a solid black XX-Large Brazilian cowhide rug, which was delivered on 9/7/2024, according to UPS tracking (1Z906A60YW74805647). Upon receiving the rug, Ms. Love contacted us on 9/8/2024, stating that the rug was not as expected, and we responded promptly via email, providing her with instructions on how to initiate a return. As a company, we are always willing to make customer satisfaction our priority. While our return platform might display potential fees, we could have waived those fees once the rug was returned to us. However, since the return was never initiated, we were unable to reach that step.
  
  Ms. Love had 30 days from the date of delivery to submit a return request, as outlined in our return policy. Unfortunately, despite our multiple attempts to facilitate the return, Ms. Love chose not to proceed with the return. It is now 10/15/2024, and the return window has passed, but she still retains the rug.
  
  We remain committed to ensuring a positive customer experience and would have been happy to resolve this issue had Ms. Love followed the return process within the given timeframe.
  
  Thank you for the opportunity to address this matter.
  
  Sincerely,
  Cowhides Direct

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22257933
  
  I am rejecting this response because Cowhide Direct NEVER advised they would waive the return fees. Had they done so, I wouldve GLADLY returned the rug. I cant use the rug because it IS NOT BLACK. I purchase through ****** and also had a dispute open with them as well. Cowhide Direct LITERALLY waited until the 29th day to respond to the complaint and then states that it was too late to return the rug. This is UNACCEPTABLE!!!!! 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/01/2024

  Dear BBB and Ms. ****************** you for the opportunity to address this concern. We have made several attempts to reach Ms. **** by phone, leaving voicemails to discuss her concerns regarding the cowhide rug she received. However, we have not received a response. Our goal has been to resolve this matter in a way that meets Ms. ****s satisfaction, and we intended to waive the return fees once the rug was returned within the original 30-day window. While we understand Ms. ****s frustration, our commitment to customer satisfaction remains our priority, and we are open to discussing possible solutions within our return policy guidelines.
  
  Ms. ****, please feel free to reach out to us directly at ************ so that we can work toward a resolution.
  
  Sincerely,
  Cowhides Direct

• Initial Complaint

  Date:07/14/2023

  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 ordered a cowhide rug from this company May 27, 2023. Website claims to ship within 48 hours. I received my damaged rug July 13, 2023. I had to call twice to check the status of shipping. After the last call, it was delivered within 2 days. The rug was cut in 3 areas. I contacted customer service and I was told I could exchange it. They also told me that its normal to have flaws, natural flaws with cowhides. My rug also had natural flaws, but ripped and cut is not a natural flaw. When I tried to exchange it. I was told to just return the old, and order a new one. The price is now $100 more and they told me they will not honor the original price I paid. I have waited 7 weeks for a damaged rug and now they want me to buy the same one for $100 more. I tried to leave a review on the website (which they have a 4.8 stars) they have no way to leave a customer review, which shows they are not transparent. I would like for them to honor their exchange policy and replace what I ordered without charging me an extra $100.

  Business Response

  Date: 08/18/2023

  This was already refunded to the customer. We had been in communication with the customer ************************ numerous times and the only delay was waiting for the item to arrive back to our warehouse. 

   

  This refund has already been processed. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20323711
  
  I am rejecting this response because:
  I paid $367.19 for the rug. The rug arrived damaged with a cut all the way through it, and fur was peeling with bald spots. I called to ask about exchanging the rug and was told I had to pay an extra $100 because the price went up during the time it took for it to arrive. I didnt want to pay an extra $100 for the same rug, so they said I could return it for a refund. They sent me a shipping label. I did get a partial refund. They refunded me $273.01of the $367.19 that I had paid.  I am assuming they are charging me to restock and for the shipping of  a damaged rug. I was never told that I would get a partial refund.  I would have been fine paying the $94.18 for restocking and shipping if I had just changed my mind, but this was a damaged rug that I wanted to exchange. I am assuming they will be selling this damaged rug to another customer since it is being restocked. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/20/2023

  
  Dear *****************************,
  
  We deeply regret the issues you faced with your recent rug purchase and the frustration it caused. Your satisfaction is our top priority, and we're committed to making this right for you.
  
  Firstly, we sincerely apologize for the condition in which your rug arrived. This is not the level of quality we aim to provide, and we're actively working to improve our shipping processes to prevent such incidents.
  
  We understand your concerns about the price increase and the additional charge for a replacement rug. We acknowledge that this information might not have been communicated as clearly as it should have been, and we apologize for any confusion.
  
  In light of your feedback and to alleviate your frustration, we will waive the restocking fees of $94.18. This means you will receive a full refund for the restocking and shipping fees.
  
  Please rest assured that we do not resell damaged products to other customers. We will handle the damaged rug appropriately to ensure it does not go to another customer.
  
  Once again, we apologize for the inconvenience you've experienced, and we genuinely appreciate your patience. If you have further questions or concerns, please reach out to our customer support team. We're here to assist you and ensure your satisfaction.
  
  Sincerely,

  The Cowhides Direct Team

  Customer Answer

  Date: 09/20/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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 purchased a rug from Cowhide Direct. The rug was damaged severely. I know because Im an interior designer and know what a cowhide rug should look like. This was in bad shape. I contacted Cowhide Direct to get a prepaid return label which I finally received it. I have the rug back but they have not credited my credit card with a FULL REFUND. I continue to email and they continue to stall and kind of insult me. Im tired of being bullied and want my full amount of money back including the shipping I paid on the original order. In my opinion this company Id really bad. The product I received was terrible. And their customer service is awful. I want my money back. All of it.

  Business Response

  Date: 08/18/2023

  We had previously fully refunded this customer and been in communication with them. There is no further action needed on our end.