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Business Profile

New Carpets

Rug Source, Inc.
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Pitch** a rugs. Order#*******. Rug was per seller ***** years old Persian Kerman and the. Company valu** the rug at 4600$After I te wi ** the rugs I found that there was no certificate. Call** company spoke to a **** who twas not only rude but also hang** up on me only as I request** a certificate for insurance reasons.. I had a local rug specialist come in who told me that none of the statements about the rug made by the company were true. I have a feeling there is a lot of fraud going on there and I won t hesitate to take this further including a report to the ftc

    Business Response

    Date: 01/09/2025


    Dear Dean *****

    Thank you for reaching out regarding your recent purchase. I understand that you're seeking a certificate of authenticity for your rug. As a warehouse that ships a large volume of vintage rugs, we typically do not provide these certificates due to the nature and age of our inventory. Each rug does come with a tag on the back, which many customers find helpful for insurance purposes.

    I apologize for any frustration caused by our previous conversation, and I'm here to clarify our return policy. We offer a 30-day Free return window, during which you can return the rug for a full refund of $684.47, including the free pad you received. I've attached the return label for your convenience.

    If you're looking for a warranty, Im happy to explain that our warranty is essentially our free return policy. We want our customers to be satisfied with their purchases. If you have further questions or a specific request in mind regarding a warranty, please feel free to share, and Ill do my best to assist you.

    Thank you for your understanding, and I hope we can resolve this matter to your satisfaction.

    Best regards,  
    **** ***********
    President
    ************

    --- 

    Feel free to modify this as needed based on your company's tone and policies!

  • Initial Complaint

    Date:02/05/2024

    Type:Product Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:10/13/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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. 
    nvoice 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

    Date: 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

Rug Source, Inc. is BBB Accredited.

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