All talk no action...
Read the rave reviews before I made my purchase but unfortunately my experience was a time consuming customer service nightmare. Feb 17: I called and spoke with Jerome (Manager). Purchased a rug and pad/mat. Total cost: $888. March 5: I received rug but not the correct pad. March 12: Called Jerome. Told him incorrect pad sent. Rug not what I wanted. We spoke about picking another rug. Jerome said he would send links of other rugs and send me the correct pad. April 21 (39 days later): Called Jerome. No pad delivered. No links sent. Jerome said he would call me back no later than April 23 and he would email the promised links. Never received call/email. April 30: Called (left message), emailed and texted asking him to call me. Received a text "...tied up with our fulfillment team...I will get back to you ASAP." Never received promised call. I texted back, "We have decided to ask for a refund and you can tell me how you want me to send the rug and pad back." May 3: Texted Jerome, "Will I be hearing from you soon?" Jerome replied, "...will process the return and with it you will receive a link on how to pack the rug for return in the email...We will ship you a quick box...with packing material...labels." May 15: Texted Jerome again, "Hi, as of today, I have not received the stuff I need to send the rug back. When did you send it? Doesn't look like a return was processed either despite saying you would..." Never received a reply. May 17: Texted again, "Jerome, I need to know where things stand. Please reply." Jerome replied, "I'm sorry didn't receive your message Saturday until you just txt me. i will look into both right away. i will have access when i return this evening." May 18: Never heard from him. May 19: I filed a complaint with the BBB and the the Massachusetts Gov'ts Consumer Complaint Office. Now I will wait to see if they can convince Jerome that it's in his best interest to change his customer service tactics and do the right thing. *Company advertises free shipping and free return but if they won't facilitate a return than I cannot get my money back.* Horrible customer service. All talk no action. *** Update: Unfortunately, Jerome's reply is a bit deceiving. He texted me to ask me to..."Consider a revision a wee bit more positive or deletion to your experience on trust pilot." I later received his response to my BBB complaint and I decided it was best not to revise or delete it. 1) Jerome wrote, "We provided additional discount beyond our normal new customer pricing and provided FREE Shipping to Hawaii" *No, I received the 25% off that was offered at the time for ALL new customers. Website states, "All orders ship FREE to all U.S.A. states" Hawaii, last time I checked, is the 50th state.* 2) Jerome wrote, "...our customer decided She wanted to exchange our non-slip rug pad (discounted) for a more expensive thicker offering. In an effort not disrupt the timely delivery of the customer's order, we placed an additional order for the more expensive version without charge." *Actually, the order was placed on 2/17 and I texted him later that day asking to change the pad. The order was sent on 2/24. I contacted Jerome on the 24th once I received email showing the wrong pad was sent. He wrote, "I checked back with the team and it appears they didn't catch the appended matt request. I am having them priority mail that to you with hopes the matt get's there before the rug." *Never received it...* 3) Jerome wrote, "The customer decided the color and design in the rug was a little too muted...She politely requested us take our time to supply her with alternatives" *Yes, the rug did not work and Jerome offered to send me links of alternative rugs. Two months later I NEVER received any links despite his promise to do so.* 4) Jerome wrote, "When we did reconnect to offer additional options for exchange, it has simply been delayed too long and the customer requested a full credit return." *Jerome NEVER reconnected with me. I initiated ALL communication. Unfortunately, at times, it took numerous attempts to even get a reply. Also, it is clearly impossible to "offer additional options" when you NEVER offered any options to begin with.* 5) Jerome wrote, "Through the entire timeline of our communication there was never as sense of anger, hostilities, or overall dissatisfaction on behalf of myself or our customer. It was disheartening to learn after fulfilling our promise that a customer would go to the extent of filing such a complaint. I am certainly not used to this kind of action I live by my word." *Unfortunately, Jerome did not fulfill his many promises. That is why we are where we are. If he had lived by his "word", the outcome would have been quite different.* I hope that Jerome can learn from this experience. I believe he will for his sake, the company and his customers.