ComplaintsforRugs Town

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  received a rug, shipping was delayed, when inspected the rug was damaged, company won't let me return even tho well within return window, seems to be a scam set up and not a real business.

  Business response

  03/15/2024

  Per our Term of Sale return policy which can be found at: ********************************************************* states the following:
  Items delivered with damage must be reported to ** within 7 business days from the delivery date for the damage claim to be accepted as this is the window time allowed to file any damage claim.
  RUGS MUST BE OPENED AND INSPECTED BY SOMEONE WITHIN 7 BUSINESS DAYS FROM THE DELIVERY DAY. see screenshot.

  The attached proof of delivery provided by the freight company shows that ********************* received the item and signed for the delivery on 2/29/2024.
  However, customer did not contact us within the 7 business days and contacted us on 3/13/2024, ********************************************************************************** the rug.
  
  Additionally, if you carefully look at the chat script provided by customer, when we asked the customer if he believe that it was fault that he failed to report the damage within the 7 days as agreed upon,
  You will notice customer response as: yes, it is our fault. And he does not care.

  Despite all the above, as you see in the chat thread, we promised the customer to make an exception and open a claim for his return request and to give us 2 business days to hear back from the claim if the exception will be approved.

  Customer did not give us any time to have the claim ***** review his request and immediately filed the complaint after the chat ended.

  Customer claim is still under review.

  This is the first complain we get in 20 years of business and we do not like to have this unfair complaint ruin our honest business reputation.

  Thank you
  *******************

  Customer response

  03/15/2024

   
  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. 
  

*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. ↩