Very disappointing experience
Very disappointing experience. I was looking for a natural area rug for my home. So many rugs are made with polyurethane & I was excited to find a company that had natural fiber rugs. When I received my order…. The color was not realistic (photoshop?) and reviews said it was soft. It was literally a burlap sack for a rug. I had to pay $55 to return it. I can understand why the company would not cover shipping but they could at least offer shipping back at the price they get through fedex as a business. The rug was returned last week, but I have still not gotten confirmation it was received ( I emailed customer service & no response) — I checked tracking and it was in fact received & signed for. I can’t imagine how this company would expect return customers with this level of customer care. Some recommendations coming from someone who has spent 15 years in customer service — if you’re going to say “ hassle free returns” in bold on your website.. make it more clear that the customer pays for it. $55 for return shipping is not chump change. And this was only from San Diego to LA.. If you’re going to make the customer cover cost of return, offer to deduct the price of shipping from their refund and provide a label under your business discount. Even better…. Offer a credit towards another rug for the price the customer paid to return the rug. From this experience I will shop elsewhere.