Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a rug from rugmart.com. When ordering it states 3-5 day shipping. I ordered on 4/23. When I hadn't heard anything I followed up with the company on 4/29 through their chat. I was assured that the rug had been picked up by the carrier for shipping that day. I was told that it was delayed as larger rugs sometimes take longer (never stated anywhere during the ordering process). When I still didn't hear anything in regards to the shipping i followed up again on 5/4 only to be told that there was an issue with the carrier and they had returned the rug but that it was shipped out on that day (5/4). I was also told I would received the rug in the next 3 days. I looked today via the carrier and it looks like I may not receive the rug until 5/17. This is almost an entire month since the rug was initially ordered, which again was stated to be shipped 3-5 day shipping. They offered a 10% discount but with their complete lack of communication on any of this and misrepresentation of their shipping and products I feel that is not enough.

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/05/06) */ Hello, This order has been delayed due to the carrier missing pick up dates, we resorted to shipping the rug with a different carrier to help speed up the process but had no control over their speed. This a very rare situation. The rug has been shipped and the typical transit time is 2-5 days, however if the carrier is delayed that is out of our control. Because the rug is already in transit, we are willing to offer the consumer a free return to help resolve this issue. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was never anything noted during the order process that it may take longer due to size or that anything would be based on availability of the shipping organization. I also never would have even know about any of it as there was absolutely NO communication from rugmart that there was any delay or difficulty with the shipment. Not only was there misleading information on delivery but there was a HUGE lack of customer service and communication. Business Response /* (4000, 9, 2022/05/11) */ Hello, The cause of the delay as mentioned in the first response was due to a carrier delay which can be common in the e-commerce business. As a business, we have no control over carrier delays. We do apologize for this inconvenience, and hope to come to some sort of solution. Consumer Response /* (4200, 11, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it may have been a carrier issue so you not believe in the practice of customer service and communication to your clients? NOTHING was communicated and I had to ask for updates numerous times.

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