My payment for a stock rug cleared 27 days ago. One day after I ordered — wow, fast! Today, I have a molehill of excuses, but no rug. Complaint filed with BBB on 6 May 2015. Enough said.
Deborah Y.
Classificação do local: 1 Rockville, MD
Back in September 2013, I ordered a rug for my classroom through RugSmart because the design and size of the kind I wanted was discontinued on other sites and the price was still very reasonable through them. Well, they notified me that the manufacturer(in China, I believe, unfortunately) told them that the size I wanted was no longer available, so they provided several other options, including getting the larger size at a discounted price. I elected to do that and shortly thereafter received the corresponding larger rug mat that I had also upgraded to. I contacted them in November to ask what the status of my rug was, only to have them inform me that the manufacturer told them the rug was sold out till sometime in January. To my regret, I sent a rather scathing e-mail about how it’d been two months since I’d placed my order and asked them if they would’ve furnished this information about the delay had I not made an inquiry. The sales associate apologized, saying that many of their suppliers don’t notify them of delays.(But doesn’t RugSmart keep tabs on all of their orders? No one followed up!) I also told him that charging my credit card before sending the merchandise was poor business practice, but he insisted that most rug e-tailers do this because of some scams a few years back. Not sure if this is true, but whatever. He said that he’d contact me in early December to provide me with the estimated delivery time and tracking number. Well, that never happened; in good faith, I gave them the entire month to e-mail me. Finally, in early January, I contacted them, only to be told that the manufacturer informed them that the larger size was still on backorder. Two days later, the other sales associate e-mailed me to tell me that he’d just learned the larger-sized rug was actually discontinued also, rendering the earlier information they’d provided incorrect. He once again gave me choices on what I could do. I then asked him to cancel my order. It’s now been 10 days, and they have yet to reply to confirm that my order has been canceled. Crimony! Even if it had been the manufacturer’s fault for changing the status of the product and neglecting to inform the merchants, RugSmart definitely should have done a better job of tracking its orders. I appreciated that the sales reps were providing me with alternatives to keep my business with each setback, but they were(overall) so remiss in providing prompt service and checking up on orders that this seeming courtesy didn’t offset the hassle at all. I should not have needed to keep asking them, month after month, what the status of my order was. And I don’t feel it was okay to take my money hostage like that. In retrospect, I should’ve been more proactive too, instead of waiting, hoping for them to act. When that much time has lapsed, who can remember what adjustments and decisions were made along the way? What I should’ve done was checked the Google reviews before ever even ordering! They’re not even accredited by the BBB because of customer complaints: Summary: Buying from RugSmart is a gamble. I suppose if they have your item(s) in stock, you may be in luck and can expect prompt delivery. However, there’s almost no way of knowing that they’ll send the correct items to you or that the item(s) isn’t sold out. You might as well save yourself the trouble and order from a more reputable company that actually makes customer satisfaction a priority.
Tammy P.
Classificação do local: 5 San Diego, CA
After reading the negative review I was real worried about my order. I am happy to say that I received my rug BEFORE the estimated delivery date. I have only positive things to say about Rug Smart.
