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:05/13/2025

  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 the rug for our bedroom on April 12th, 2025. We received it and it looks great in our bedroom except it had a distinct smell to it (marijuana). We are non-smokers, so the smell was a burden and I had tried vacuuming with carpet powder and spraying it with vinegar to absorb the smell. These methods did not work and the smell continued to overpower our bedroom. I reached out to rugs-direct via email and explained to them the situation, and they said that because I was out of my 14 day window, they couldn't do anything and because I violated my warranty (adding foreign substance to the rug), I can't return it or get a full refund and the best they could do is offer me a 20% credit. I viewed their website and did not see any warranty information and their FAQ page and their return page do not specify anything about foreign substances being added would result in this outcome. I asked them what their advice would be to remove the smell of marijuana from the rug and they said "get it professionally cleaned". So, now I'm stuck with a rug that reeks of marijuana, I can't return it, I can only get approx $56.00 back from my almost $300.00 purchase, and I'm responsible for getting it professionally cleaned when I'm not the one who caused this. I purchased a rug with the intention it would be brand new and not smell like marijuana. I would like rugs direct to provide me with a replacement rug since I'm happy with the look of the rug, just not the smell.

  Business Response

  Date: 05/17/2025

  Hello,
  
  Thank you for reaching out. I understand your concern and appreciate the opportunity to explain it to you.
  
  While we offer a 30-day return/claim policy, our return guidelines clearly state that items must be returned in their original, unused condition and that no cleaning products or alterations should be made before contacting us.
  
  Since Vinegar was used on the rug to alter the smell before we were notified, we unfortunately cannot accept it for return. This is why were only able to offer a 20% courtesy credit now.
  
  Had we been contacted before any attempts to clean or treat the rug, we could have explored a claim with the manufacturer. I genuinely wish we had the opportunity to assist earlier.
  
  Please let us know if youd like to proceed with the 20% credit or have any additional questions.

   

  The Rugs Direct Team

  Customer Answer

  Date: 05/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23322936
  
  I am rejecting this response because:

  20% credit of my purchase price is only $56.00. That does not replace the cost of a brand new rug and I sprayed vinegar as a way to alleviate the smell of marijuana that came from the rug once it was opened. I didnt notice the smell until the item was removed from its original packaging. For the company to deny my right to return because I sprayed vinegar is frustrating. The vinegar did not ruin the rug, it is a natural and effective way to neutralize odors in the home by breaking down odor molecules and eliminating bacteria.  
  

  I purchased this rug with the intent it was going to be a brand new rug and not a rug that reeked of marijuana. This company does not provide enough support to their customers in situations like this where I did not get what I intended on purchasing and I didnt have an issue with the rug other than the smell that came from it. They keep repeating the same response and will not make this situation right. 

  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/22/2025

  Hello,
  
  
  Please accept the below response to the file number 693561.
  
  The customer purchased the rug on 4/12/25 and it was delivered on 4/21/2025.   The customer contacted us on 5/10/25 notifying us that her observed an odor and attempted to use vinegar and carpet powder on the rug.    Our return policy states that the rug must be in its original condition and since she applied vinegar and carpet powder to it before contacting us, we cannot guarantee the integrity of the rug.    The return policy clearly states that the item must be in its original condition (below).  On 5/13/25 we offered the customer a 20% courtesy credit have not yet heard back.
  
  
  Below for your reference is our return policy listed on our website (*******************************************).   
  
  
  
  We also have a section on how to clean the rug, and no where on this page do we instruct the customer to use vinegar (****************************************************).   If she would have contacted us immediately before applying solutions to the rug we could have assisted her further. 
  
  
  Please let us know if you have any additional question.
  

• Initial Complaint

  Date:04/15/2025

  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.

  I received a defective rug and contacted customer service for help with a return. Unfortunately, I was told that since they couldnt see the defect in the photos, I would be responsible for return shipping. I explained that the issue is difficult to capture in pictures due to the rugs color and texture, but my concerns were dismissed and no further assistance was offered. I even placed a second order for the same rug, hoping the replacement would arrive without defects. Overall, Im very disappointed with the lack of support and poor customer service experience.

  Business Response

  Date: 04/15/2025

  Hello,

   

  I have issued you credit, and you can keep the rug. 

   

  The Rugs Direct Team 

  Customer Answer

  Date: 04/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  
  

• Initial Complaint

  Date:03/29/2025

  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 ***** loves ***** ******* collection beige striped rug on 12/3/2024. The rug looked used and had multiple areas that rug was unraveled. I contacted rugs direct immediately after deliver. Within allowed return time frame. I was told rugs direct would not pick up rug and that the unraveling is normal. I have contacted customer service multiple times regarding the rug and poor quality/ condition. The rug has continued to unravel so i do not use it and its put away. I am requesting a refund and return. This is not normal as I also contacted the rug manufacturer.

  Business Response

  Date: 03/31/2025

  Hello,

   

  Thank you for reaching out.  I understand your frustration.  We do have a 14-day claim policy and 30 days return policy listed on our website. The rug that you ordered is 100 percent wool and has small loops throughout the rug, it is easily damaged.  The damage in the picture's does not appears that it is not a manufacture defect. You need to make sure not to use a neater bar or high suction vacuum. As a one-time courtesy I have issued you a full credit.  You are free to order another rug if you select to but please keep in mind the care instructions for the following product. 

   

  The Rugs Direct Team

  Customer Answer

  Date: 04/12/2025

  I contacted rugs direct within 3 days of delivery. I have NOT vacuumed the rug at all so their accusation and assumption is not valid. I want a replacement rug sent out or refund . 

  Business Response

  Date: 04/15/2025

  Hello,

   

  This was not a valid claim, but I issued you a full credit and allowed you to keep the rug. We have a clear return/claim policy, and this rug was received in January. 

   

  Thank you for your understanding and sorry for any inconvenience. 

   

  The Rugs Direct Team

  Customer Answer

  Date: 05/04/2025

  I contacted the  rug company within 3 days of delivery and have my emails as proof. So them replying with a 14 day response is ridiculous as they are aware I responded in 3 days . 

  Customer Answer

  Date: 05/04/2025

  I just sent a copy of my email as proof that I sent in a complaint on the third day after delivery! The rug looked used . I was well within my days allowed to report an issue . I should have received a new replacement rug at that point. I continued to call and send emails 

  Business Response

  Date: 05/06/2025

  Hello,
  
  We appreciate the opportunity to respond to this concern. The customer received their rug in December but did not reach out to us immediately regarding any issues. After a thorough review, we found no record of initial contact around the time of delivery.
  
  That said, in an effort to provide a positive experience, we proceeded with a courtesy claim and issued the customer a credit, allowing them to keep the rug at no additional cost. We believe this was a fair resolution given the circumstances.
  
  We understand the customer may not agree with the outcome, but at this time, a credit is the full extent of what were able to offer. If the customer would prefer a replacement rug, we are happy to assist. We can provide a discount code, and they are welcome to place a new order at their convenience.

  WTW7572492AL

   

  ******* *****

  
  
  

  Customer Answer

  Date: 05/15/2025

  The rug was delivered on January *******. I sent an email the next day along with pictures on 1/17/25. The order was placed on 12/3/2024 but delivered on 1/16/25! I have sent proof of my email ! I never received any credit . If they are offering a credit , I would like 50% of the cost of the rug refunded back to my credit card within 14 days  of receiving my response. Or a full refund and they can pay to have the rug shipped back to them as I dont want it . It was delivered in poor condition and looks used . Please look at all of my images and emails that were sent . 

• Initial Complaint

  Date:02/05/2025

  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.

  December 3, 2024 Order: ********* I purchased a Loloi Heritage HER-07 rug from Rugs Direct. When the rug arrived, I immediately noticed visible defects, including bare spots, exposed backing, and pulled threads.Per Rugs Directs satisfaction guarantee, I reported the issue on the same day of delivery (December 3, 2024) and provided multiple photos demonstrating the defects. Their response was dismissive, claiming the issues were part of the design and refusing to acknowledge the rug as defective. They stated I could return it at my own expense.Problem:1.Misrepresentation of Quality: The rug I received does not match the images or product description on their website. The visible backing and bare spots are not features - they are defects.2.False Claim to AMEX: When I disputed the charge through AMX, Rugs Direct claimed I never contacted them. After I provided proof of my communication they changed their argument, stating that the rug was delivered on timecompletely ignoring the defect issue.3.Refusal to Honor Their Own Guarantee: I reported the defect immediately upon delivery, yet they still refused to acknowledge my claim.4.Unfair Return Policy for Defective Items: They refuse to cover return shipping costs even when the product is defective, which forces the customer to accept poor-quality merchandise or pay to return it.I request a full refund or a replacement rug that matches the quality and appearance depicted in Rugs Directs product images. Additionally, Rugs Direct should update their policies to properly address defective merchandise without shifting costs onto the customer.Attachments:Chat ************* Photos of the defective rug vs. the product images on their website.I am filing this complaint to bring attention to Rugs Directs misleading product representation and deceptive customer service practices. I hope ******************** will assist in facilitating a fair resolution.

  Business Response

  Date: 02/14/2025

  Hello,

  Your claim was not valid the rug is made with the designs you mentioned and sent in your pictures you can clearly see the same thing in our images online. We can credit you a courtesy credit of 15 percent, but we cannot file a claim. 

  This email was sent to 12/3/2025

   

  Hello *******,
  
  Please note that my supervisor has advised that the issue you mentioned is part of the rug's design and is not considered a defect.
  
  If you decide not to keep the rug, you may process a return within 30 days of delivery. However, please be aware that you will be responsible for the return shipping costs.
  
  If you have any further questions or need assistance, feel free to reach out.

   

  Thank you for your understanding. 

  Customer Answer

  Date: 02/17/2025

  Subject: Follow-up on My BBB Complaint Further Review of Rug Quality

  
  Dear Rugs Direct,

  After receiving your response, I wanted to be sure I was being fair in my assessment of the rugs condition. To that end, I consulted ChatGPT, an AI model trained to provide objective evaluations based on detailed comparisons. I provided all imagesboth from your website and the rug I receivedand asked for an honest opinion as to whether I was correct in believing the rug to be defective.

  
  ChatGPT's assessment confirmed my concerns and outlined the following key differences:

  
  1) Texture & Finish:
  The rug I received has a picked, rough, and distressed texture, resembling a worn-out sweater, which was not visible in the product photos.
  The advertised rug appears smooth and refined, while mine looks prematurely aged.
  

  2) Pattern Clarity & Definition:
  The website images showcase a vintage-inspired design with visible detail and contrast.
  The rug I received lacks clarity, with a blurry, pixelated, and muddied pattern, making it hard to distinguish the design.
  

  3) Color Accuracy:
  The online listing displays a mix of warm browns, caramel, and blue tones with good contrast.
  The rug I received appears darker, duller, and more muted, with less definition between colors.
  

  4) Edge Binding & Weave Quality:
  The edges on my rug appear frayed and loosely bound, whereas the advertised product has a clean, finished edge.
  

  5) Overall Presentation:
  The rug in the listing gives the impression of a well-crafted, vintage-inspired piece.
  The rug I received looks prematurely aged, picked, and distressed, far beyond reasonable expectations for a new product.
  

  Given these findings, I believe I have been reasonable in my complaint. While I appreciate your offer of a 15% credit, that does not address the fact that the rug does not match the advertised quality.
  I again request either:
  * A full refund, including return shipping, as the product is not as described.
  * An exchange for a rug that accurately reflects the images on your website.
  

  I would like to resolve this fairly and amicably. Please let me know how youd like to proceed.
  Best regards,

  *******

  Customer Answer

  Date: 02/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22905099
  
  I am rejecting this response because:

  
  After receiving your response, I wanted to be sure I was being fair in my assessment of the rugs condition. To that end, I consulted ChatGPT, an AI model trained to provide objective evaluations based on detailed comparisons. I provided all imagesboth from your website and the rug I receivedand asked for an honest opinion as to whether I was correct in believing the rug to be defective.

  
  ChatGPT's assessment confirmed my concerns and outlined the following key differences:

  
  1) Texture & Finish:
  The rug I received has a picked, rough, and distressed texture, resembling a worn-out sweater, which was not visible in the product photos.
  The advertised rug appears smooth and refined, while mine looks prematurely aged.
  

  2) Pattern Clarity & Definition:
  The website images showcase a vintage-inspired design with visible detail and contrast.
  The rug I received lacks clarity, with a blurry, pixelated, and muddied pattern, making it hard to distinguish the design.
  

  3) Color Accuracy:
  The online listing displays a mix of warm browns, caramel, and blue tones with good contrast.
  The rug I received appears darker, duller, and more muted, with less definition between colors.
  

  4) Edge Binding & Weave Quality:
  The edges on my rug appear frayed and loosely bound, whereas the advertised product has a clean, finished edge.
  

  5) Overall Presentation:
  The rug in the listing gives the impression of a well-crafted, vintage-inspired piece.
  The rug I received looks prematurely aged, picked, and distressed, far beyond reasonable expectations for a new product.
  

  Given these findings, I believe I have been reasonable in my complaint. While I appreciate your offer of a 15% credit, that does not address the fact that the rug does not match the advertised quality.
  I again request either:
  * A full refund, including return shipping, as the product is not as described.
  * An exchange for a rug that accurately reflects the images on your website.
  

  I would like to resolve this fairly and amicably. Please let me know how youd like to proceed.
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/21/2025

  I guess that me being just an unhappy consumer does not matter - Perhaps you all would like to buy a rug that looks like a cat used it as a scratching post for $850.00.  I guess instead of buying the 3 more rugs I needed from this manufacturer I will spend my spare time posting - wherever I can to warn people about this manufacturer not listening to it's customers or honoring their own policies.

   

• Initial Complaint

  Date:12/18/2024

  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.

  On December 14, 2024 I placed order #********* with Winchester Carpet and Rug, dba Rugs Direct, for what was advertised as an ivory rug (******* II HK 56 26 x 12 rectangular runner). I purchased this after using the see what it looks like in your room feature on their website. I have attached a picture of what I was shown to expect, as well as what is advertised on the website. Please compare these images to that which was delivered. No matter what slight differences may occur through a web browser, this is a ***** difference in color. The rug delivered is clearly grey with a bluish tint, and not ivory as advertised or shown in the interactive see it in your room function.I tried to work with customer service multiple times and my request to have return shipping paid for by the company has been denied twice. I have left a review on their website, but I am following up with BBB to see if Rugs Direct can be made to pay for the entirety of return shipping and any handling fees, since this is a bait and ********* the attached pictures, I include one where the image on the left is the websites see it in your room function, the image in the middle is the picture as advertised on their website, and the image on the right is what was delivered. Thank you for your help.

  Business Response

  Date: 12/19/2024

  Hello,

   

  I am not sure what you mean when you say we made you pay the entire shipping fee.  Please read the email that I sent to you, and you replied to it. Your rug is listed as ivory. 
  
  I want to thank you so much for reaching out regarding your recent order. We understand that you are concerned about the difference in color and design of the rug. Please note that depending on the size, colors, and designs may vary slightly, as outlined on our website. Additionally, lighting can influence how the colors appear in different settings. After reviewing your claim request, we have confirmed that the correct item was delivered. While the claim has been denied, you can return the rug if it does not meet your needs. I have reduced the return shipping from $27.94 to $19.00 and issued you a credit for the $7.95 processing fee. I have emailed you a return label and return instructions.
  
  Thank you for your understanding.
  
  
  
  
  
  
  
  Sincerely,
  ******* *****
  Senior Manager of ********************************* Group
  Rugs Direct + Lightopia
  **************
  rugsdirect.com | ************

  Customer Answer

  Date: 12/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22705312
  
  I am rejecting this response because:
  
  you say that the difference in color is slight, which is an insult to any thinking person. The difference in color is *****.

  I purchased another rug from your company, which actually looks like the picture you advertised it with on your website. Do you know what customers do when they purchase something that is advertised and the item that arrives actually matches what they were expecting? They keep that item. I kept the second rug I ordered along with the ******* II.

  I fully understand you have reduced the amount of the Return Shipping Fee, but I do not wish to spend one dime returning a rug that was misrepresented.  It looks so different than your website portrays it to be. Not only in the initial advertisement, but also in the see it in your room function that your website offers.

  Right is right, and your company is not doing the right thing. If the vendor labels it ivory, And your customers are telling you it is blue/grey, believe your customer and take up the issue with your vendor.

  If you intend to continue selling the ******* II rug without advertising its true image, then you are misleading the public.

  Regards,
  
  ***** ****
  
  
  
  
  
  
  
  

  
  

• 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 **** **-951 Area Rug in ****/Beige on 12/1. Received order on 12/9. Color of rug was not as described. The description says grey/beige, the rug I received was a white/silver rug. This is beyond a color variance issue. Contacted customer support and submitted pictures for the claim. They determined that it was not a valid claim and I was required to still pay return shipping. I did not order a white/silver rug, but I am still being charged for it. This business partakes in deceptive practices.

  Customer Answer

  Date: 12/10/2024

  Added attachment of "See this rug in my room" tool from Rugs Direct. Extremely deceptive coloring compared to the received rug.

  Business Response

  Date: 12/10/2024

  Hello,

   

  Thank you for reaching out and for sharing your concerns.  I wanted to follow up your order and our resolution efforts. Our return policy, which is clearly outlined at the time of purchase, states that customers are responsible for return shipping costs unless the item is defective or a wrong item. In this case, the rug matches the product ****** as advertised. That said, as a good gesture of goodwill, we have offered your 15 percent to keep it.  We reduced the return shipping from $5586 to $39.00 and issued you a credit of the processing fee of $7.95. We believe these steps reflect our commitment to excellent customer service while adhering to our policies.  If there's anything else, we can assist with please let us know. 

   

  We appreciate your understanding. 

• Initial Complaint

  Date:12/05/2024

  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.

  We purchased a 8'X10' rug that was received with mold damage. This was supported by condensation on the protective covering and terrible smell.Upon unpacking this rug seemed damp as well. The temperature was cold (making us think it was fine) and hence we placed in our 'brand new home' office area. Our house is 40 days old! Originally the rug gave off low odor but became progressively worse the next day. We then utilized two air scrubbers to remove a horrible odor from the room that became worse and worse each day. We confirmed that the smell was not a volatile organic compound common with new carpet using 'two VOC meters'. We of course have NO carpeting in this house ruling that out to that line of thinking. It should also be noted that I now have a 'sinus condition'...I am allergic to mold and will see allergist and doctor soon.We have been communicating with them regarding the 'return shipping charges for this product for days' with no success. We of course are not willing to pay the $172 shipping costs for a 'defective product'. We should also reference another customer of this exact rug with similar conclusion regarding 'smell/odor'. See the following review: **********************************************************************************************************************************************************

  Business Response

  Date: 12/06/2024

  Hello,

   

  Thank you for bringing this to our attention.  We take all customer concerns seriously and are committed to resolving any issues promptly. We reviewed our records; I cannot find any orders associated with your name or email address.  To further investigate the issue, we ask kindly that you provide us photos of the rug, including images showing the mold and the plastic packaging so we can assess any potential shipping damage.  once we receive this information, we can file a claim with the shipping company.  Please email your photos to [email protected] to my attention and include your order number. Once I receive, I will proceed with the next steps accordingly.  We appreciate your corporation and look forward to resolving the issue quickly.

   

  ******* Pyles 

  Customer Answer

  Date: 12/10/2024

  Thanks for the response regarding order number *********.  You have been working with my wife (******** **********) for 10 days with no resolution.  
  

  her email is ***************************

  The rug is wrapped up and no further photos can be obtained.  My wife already sent you 4 photos of the rug and markings on the back starting December 2.  Reference email to the following: ** *******,

  Come get your rug or we need to have it discarded by no later than 12-15-2024.  We will be seeking reimbursement from mold mitigation specialist if you do not comply with this final request.

   

   

  Business Response

  Date: 12/12/2024

  Hello,

   

  I am confused by your response.  I informed your wife that I issued her a full credit on 12/10/2024. 

  Customer Answer

  Date: 12/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** **********
  
  

• Initial Complaint

  Date:12/02/2024

  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.

  On November 18, 2024, I order a rug from a company named Direct Rugs. I paid $305.83($250.00 for the rug and the rest fees) for a 9'2"x12' rug called ******* ***** in the colors Ivory, Charcoal, and Beige(these are the colors that I expected to receive when the rug was delivered). I did not get a rug with these colors, but instead, I received a 9'2"x12' rug in the colors of gray, medium gray, ivory (these are colors I did not want, hence the problem!). Immediately, I sent a message to **************** and voiced my dismay with the rug, and was asked to send my issues and pictures of the rug which I did. I received a response within a timely fashion which stated that the company would waive the oversize rug fee and that I would have to pay $120.00 for the return fee. Although I felt the waiving of the fee was kind, I was not happy with the return fee of $120.00 2hich is almost half of the cost of the rug!! I am asking to send the rug back to the company without any charge since the rug was NOT the color that I purchased. I have all my correspondences with the company if you would like to view. I am thank you for your time in this matter. **** HayneHayne , ************************** ************

  Business Response

  Date: 12/03/2024

  Hello,

  The customer received a rug that they did not want.  The complaint is that the color is off from what is on our website.  I pulled the pictures upside by side and sent to our vendor. This is not a valid image issue, and a claim cannot be processed.  this is an oversized rug, and shipping can be very expensive. I reduced the return shipping from $170.00 to $130.00 and issued a credit for the $39.95 processing fee. Lighting can cause the rug to look different than our online image.  Our pictures are digital pictures taking in a studio. I apologize but we do state online that return shipping is at the customer's expense. We are happy to discount a future order to help offset the shipping cost. We did also offer a 20 percent discount to keep the item. 

   

   

  Customer Answer

  Date: 12/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22626780
  
  I am rejecting this response because the rug that was sent is NOT the rug that I ordered.  I ordered a rug that was beige, ivory and charcoal and the rug that o received was gray, medium gray and ivory.  
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  December 6, 2023 regarding the inconsistency between the description and actual rug received as nowhere does the description state that the rug would be 2 toned and it was not visible from the online photo. The company agreed to accept the return and explained that ***** would be sending me an email to explain the return process but I never received that email so I contacted ***** again on January 7, 2024 to follow up. I followed up again on January 18, 2024. I again replied on February 6th that I have not heard anything about a pick up. I was then told to allow ***** hours for an email but nothing ever came. At this point I was not sure if there was a problem getting or receiving emails from my Gmail account so I began communicating with ***** solely from my ********* email account and via phone. I sent an email on April 2, 2024 requesting a status and additional contact person and then made several phone calls between April and May to ****** to follow up but received no response. On May 23, 2024 I sent another email to follow up on the status and get an additional contact person. I continued to make phone calls through approximately June/July and then on July 18, 2024 I called Dianes phone several times but got no response. I then dialed the rugs direct phone line and spoke to someone that was able to get in contact with ***** instantly. At this point ***** replied to me from email using the alternate email I had on file.Initially I thought the company was making an effort in good faith to resolve the issue. However, as a results of Dianes refusal to take my call/s on July 18, 2024, it has become clear to me that the many phone calls and emails without a response and not receiving any return postage or instructions for returning the items after our February 7th communications, I feel the companys (Rugs Direct) efforts to resolve this matter were disingenuous. I am requesting that my total purchase amount of $489.49 be refunded without any further delays.

  Business Response

  Date: 09/12/2024

  Hello,

   

  Cst order was received in 2023. Our return policy clearly states the customer has 30 days to return the item. We emailed the customer pickup information on 12/25/2023. 

   

  Dear ****** ***,
  
  We sincerely apologize that you are experiencing an issue with the item you ordered. We have issued call tag(s) with ***** Ground to pick up the Natural Fiber NF-443 5' x 8' Rectangular Natural, Green (C) from:
  
  *************************************************************************************
  *************
  
  The tracking number(s) is: 997031100336871
  
  ***** will bring their own return shipping label to place on the merchandise. It would be helpful if you could either remove or mark through the original shipping label on the packaging.
  
  ***** will make their first attempt to retrieve this merchandise on DECEMBER 27, 2023. Leave the wrapped merchandise outside where your packages are delivered. Otherwise, you can leave a note instructing ***** where they might find it (side door, garage, etc.). ***** will make no more than three attempts to retrieve this merchandise on consecutive days.
  
  Please completely wrap the merchandise in the original packaging or equivalent. We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.
  
  DO NOT apply tape to the actual merchandise. Only fold items if that is how they were delivered..
  
  If you have any questions or need assistance, please don't hesitate to contact us via phone, email or chat.
  
  Thank you,
  
  Customer Service

   

  the customer did not reach back out to us to tell us the item was not picked up until May of 2024. At this item our vendor refused to take the item back. We were already picking this item up for free as a courtesy for the customer. I will issue the customer credit for this rug, and they can keep it as it is outside oof our return policy and our vendor will not provide Rugs Direct with a credit. 

   

  ******* *****

  Manager of customer service

  Business Response

  Date: 09/12/2024

  Hello,

   

  I went to credit the customer, and it appears that we already issued this cst credit and emailed the customer in August. This customer has a full refund.  They will need to get with their credit card for more information. 

   

  ******* *****

• Initial Complaint

  Date:06/25/2024

  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.

  Color does not match description, the cost to return the rug is $57 if the wrapping is intact. My complaint was forwarded to numerous people, emails being **************** before they decided the color is the same. If I choose not to accept the rug the high cost of return is mine to pay, by unwrapping the rug to take pictures to prove the color is different is an additional cost to re-wrap for shipping.. The customer loses and *********************** loses nothing. I feel Rigs Direct should have to contribute to the return shipping, they should pay all or half of the shipping cost including the wrapping. They offered me 10% ?? didn't state what the 10% will be applied to or credited. There are numerous complaints stating problems with color description not being consistent. I am very disappointed in this rug and Rugs Direct lack of responsibility for the color discrepancies, it does not match my decor it looks like toast colored rug not orange.

  Business Response

  Date: 07/01/2024

  Hello,

   

  The rug looked like our images online.  The customer would not unwrap the rug and only took a picture of the corner.  We offered the customer 10 percent to keep it or they could return the rug. We sent the customer the picture of our website image and their image side by side to show that they were the same color. The return shipping to drop the rug off at ***** is $48.40 for a 7'11"x10 foot rug.  We informed the customer we could reduce the return shipping as a courtesy. The return fee would be $35.00, and we could offer 15 percent off a new rug. 

   

  
  
  
  Sincerely,
  *************************
  Senior Manager of ***************** *************** Group
  Rugs Direct + Lightopia
  **************
  rugsdirect.com | lightopia.com
  
  

   

  Customer Answer

  Date: 07/15/2024

  Responding to the Business' response; I sent full pictures of the rug in question (see below), I attached copies of the pictures to my original complaint with an explanation as to what they were; I did unwrap the rug, I also stated in my complaint according to the return information on their site, unwrapping the rug would incur additional shipping fees. They did not offer to reduce the shipping as stated in the response, they offered 10% credit to my account if I kept the rug.; The $35.00 reduction in the return fee was not offered until I filed a complaint.   I would like a GURANTEE the return shipping would be $35.00. I do not want to keep this rug, $35.00 is reasonable.  I am 77 years old on a fixed income, every ***** matters.  This rug was a planned purchase, I assumed what was on their website would be what I received.  The colors do not match my decor, I don't have an additional $200 to find another rug. I did not intentionally "not respond" to your responses, they did not appear in my "in" box.  I was not expecting a problem receiving your responses, I had to search for them and place in a folder.

  Below one the responses from my emails.  dated 6/13/2024

  Hello *******,
   
  We have reviewed your claim with our claims team, and they have determined that it is not a valid claim as the images of the rug match the ones displayed online.
   
  As a gesture of goodwill, we can offer you a 10% credit if you choose to keep the rug. If you prefer not to keep it, you will need to process a normal return through our online system.
   
  Please let us know how you would like to proceed.
   
  Thank you for your understanding.
   
  Best regards,
  *********************
  **************** Representative,
  ********************** + Lightopia
  **************
  rugsdirect.com | lightopia.com
  
  This email is a service from Rugs Direct.
  
  On June 13, 2024 at 2:20:54?PM UTC, *********************************** ********************** wrote:

  
  Attached is a picture of the rug,

  I have others but could not forward all, the file would be too large. 
  
  
  Sent from Outlook
  From: ****** (Rugs Direct Support) <[email protected]>
  Sent: Thursday, June 13, 2024 5:51 AM
  To: *********************************** <**********************>
  Subject: [Rugs Direct] Re: Conversation with ***********************************
  
  We will need you to unroll the rug; it appears to be the same color as online, but it is hard to tell the color but just a corner. 
  Sincerely,
  *************************
  Senior Manager of ****************, Elevated Brands Group
  Rugs Direct + Lightopia
  **************
  rugsdirect.com | lightopia.com

   

  Business Response

  Date: 07/17/2024

  Hello,

   

  Your claim is not valid, we state online that return shipping is at our customer's expense. i will pay part of the shipping for you, I have already reduced it to $57.00.  I will reduce it to $40.00 and we only have a 30 day return policy that is now over.  We would need you to verify the return within 24 hours in order to still send it back. 

   

  *************************

   

   

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  
  

  Customer Answer

  Date: 07/30/2024

  I accepted the businesses response because I hope to send this rug back at the businesses expense. The reduced return fee has changed from $57 to $35 now $40.  I initially contacted Rugs Direct June 11,2024 within the 30 return policy.   No email stated what the procedure is for the reduction of the ***** return fee,do they credit to my card, pay it themselves, forward a label???
  
  Because Rugs Direct's customer service lied, I filed complaints with the *** and Virginia Attorney General stating fraud.  My dissatisfaction could have been remedied initially but Rugs Direct chose to ignore. I am a senior, I appreciate your prom responses and professional assistance with my problem.

  Business Response

  Date: 08/01/2024

  Hello,

   

  You were aware of our 30 days return policy. It is august 1, 2024 and you are past the 30 days.  I will now have to get approval to see if our vendor will be willing to extend your return. The response to the BBB was sent at the beginning of July. I will be in touch once I hear from our vendor. 

  I think it will help answering reviews on BBB if we could include pictures to validate claims are not valid. 

   

  Will be in touch. 

  Customer Answer

  Date: 09/07/2024

  Rugs direct emailed a shipping label to return rug, I took rug to ***** location, paid for a box to ship with received label attached.    The rug was received by Rugs direct location on August 7, 2024.  On August 16, 2024 I received a credit to my mastercard for amount paid minus the agreed portion I was to pay to return rug.

   

  I would like to thank the BBB of ******************* and ******************** for helping with this complaint!!! I plan to  never purchase an item from this company again.  In the future I will shop at Amazon.com whose return policy for long time customers is not "heart stopping". I ordered a rug from Amazon, it is the same color as pictured on my pc monitor.