BoutiqueRugs.com

Hello, We appreciate your feedback and apologize for the frustrating experience you had. While the return charge you mentioned is not accurate, we can definitely see that the return process you experienced was far from our standards, and we are truly sorry about this. Our team has sent you an email directly to help resolve this for you and make things right. Once again, we apologize for this experience and appreciate the opportunity to get this resolved for you!

Hello, We apologize for the frustration and inconvenience you experienced with your recent order and the moving process. We do want to clarify that our team has been trying to assist you. Following your phone call to our support team on April 1st, we sent a follow-up email to the address on file that same evening (Case ID: 682186). In that email, we requested a few photos of the rug and the labels so we could properly investigate the issue and process your claim. We have not yet received a response to that email, which is why your case is currently on hold. If you would still like our help making this right, please check your inbox for our email. If you could kindly respond to our email, our team will gladly step in to resolve this for you. We apologize for the inconvenience caused and we are looking forward to resolving this for you!

Hi Angela, We are truly sorry to hear about your disappointment regarding your recent purchase and the frustration you've experienced. We strive to provide accurate imagery and secure shipping, and we never want a customer to feel stuck with items they don’t love. We would like to kindly clarify a few details regarding your experience. To ensure safe transit, some of our oversized rugs are shipped folded. Any creases from transit are temporary and resolve with normal use. That said, we understand it wasn't what you expected, and we want to make it right. Regarding your return, we always aim to give our customers flexible options. In this case, our team offered our discounted prepaid FedEx labels, a full gift card refund with no return required as an exception, and the option to ship back with your own carrier for a full refund with no fee deducted. Alternatively, we requested photos of the color mismatch so our QC team could evaluate the issue and potentially waive the return shipping fees entirely. We understand you preferred not to lay out the rugs to provide these photos, and we respect your decision. Our team is actively working with you on your existing ticket, and we will continue to support you there. Once again, we sincerely apologize for the disappointment, and we look forward to getting this resolved for you.

Hi Stacey, Thank you for taking the time to share your detailed feedback. While we are glad you enjoyed the fast shipping and the initial look of the rug, we completely understand your disappointment. We hold our products to a high quality standard, and we would love the opportunity to look into your concerns further and offer our assistance. Our team will be reaching out to you directly as soon as possible to help make this right. Thank you again for bringing this to our attention, and we look forward to ensuring your satisfaction!