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:02/28/2025

  Type:Customer Service 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 when I moved into new senior living facility. Within the year, I contacted Incredible Rugs, as all blue color (the reason I bought it) had disappeared from the rug. I sent numerous pictures showing this. They said it was the sun, and told me to get new window covers. No windowsjust big sliding door to deck, and even if the sun could destroy their product in less than a year, it didnt get to the area of main color loss or under sofa, etc. They dont answer letters or try to help in any way. Rug had very little wear, no spills, never cleaned (which they suggested) and no way could I have made the color disappear. Im not a magician.

  Business Response

  Date: 03/12/2025

  We understand your disappointment regarding the color of your Sedona rug. While direct sunlight can indeed cause fading in fabrics and textiles, we don't believe that's the primary cause in this instance. Our Sedona rugs are crafted with high-quality, fade-resistant fibers and dyes,designed to maintain their vibrancy under typical residential conditions.
  We suspect the discrepancy you're observing may stem from comparing your rug to a photograph or relying on memory. Photographs,unfortunately, are not reliable tools for assessing color accuracy. Variations in lighting, pile thickness, material composition, camera settings, and nap direction can significantly alter a rug's appearance in a photograph. As an example, we've attached a customer review of the Sedona rug with a photo in the customers home, which shows colorations similar the images you provided to us.
  The only accurate method to determine if your rug's color has changed is through physical testing of the fibers and dyes.
  If you'd like to proceed with this testing, please carefully fold, roll, and wrap your rug, and ship it prepaid and insured to our office in ******, ** via *** or ****** Please use your local terminal and send it to the address provided below.
  However, please be aware that the Sedona rug has been discontinued and is no longer available for replacement. Should our testing confirm a manufacturing defect, we'll gladly offer a credit for the original purchase price, applicable towards another Oriental Weavers rug of comparable quality. However, if the rug is found to be within acceptable color parameters,we will return it to you via ***.
  Please include a copy of your purchase receipt with your full name, address, and purchase price. Please note that shipping costs are non-refundable, and the testing process may take up to 45 days to complete.

  Customer Answer

  Date: 03/13/2025

  Complaint: 23003745
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 03/24/2025

  Complaint: 23003745
  
  I am rejecting this response because:

  Oriental Weavers (where they get it) has had this rug for many years, and I had an actual sample of it with the blue colors-which is why I purchased it.  Now, suddenly, since I made the complaint, they dont have it.  I know why.  As Ive said in my letters, the sun doesnt get to the mostly blue part or under the furniture where the blue color disappeared.  How can Incredible Rugs possibly say that something here caused it?  Also, its not my imagination.  My son is an architect, my granddaughter is a lawyer, and they can confirm the loss of blue color.  The first picture is the add, the rest on my floor. 
  What else can I provide?
  Thank you for your help.
   

  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 04/09/2025

  Although this rug has been available for many years, it has been discontinued and sold out for quite some time. You can easily confirm this by calling any **************** Dealer. You might be able to find a pre-owned rug available for sale on resale marketplaces on the internet, however, we suspect the colors, at best, will be identical to your existing rug. As we mentioned previously, color issues cannot be determined by photographs, for several reasons. Therefore, the rug itself must be sent to us for testing and, in the unlikely event that it's found to be defective, a credit will be issued towards another Oriental Weavers rug, as this rug cannot be replaced.

  Customer Answer

  Date: 04/24/2025

  Complaint: 23003745
  
  I am rejecting this response because:

  there is no way in the world that I accept their response.  How can they possibly expect me, a 98 year old woman, to do as they ask. They dont. They think I will forget about this but it has caused me too much frustration in my life.  Every day I live with the colorless rug that they say I caused it to lose its color.  Impossible.  
  I have 144 seniors living here at **********************.  All hate to hear the words senior fraud. This is a good example of it.  They know there is absolutely no way I could have caused it. I have many  other options, too, if they dont immediately pay me for the rug, plus all the time and worry it has cost me.  All I  wanted was a replacement. Seems strange doesnt it. I was still able to buy one when this started, but then they took it off the market.  They must have discovered something.  So, if they knew it was wrong, and kept it from me and the public.  That would be a National lawsuit.  I am not giving up to their stupid responses.
  
  Regards,
  
  ****** ********