Rebecca K.
Return headaches and a customer service runaround
While the rugs look to be in good condition and very stylish, I have not received a normal response to my return inquiry. It started as a inquiry to exchange to another print and smaller size after a Mother's Day purchase, and their site indicates they're capable of that. After emailing with customer service, I was told it wasn't possible to exchange. After that, I had a plan to return the previously purchased in their 15-day window and buy the new smaller rug. Now I'm definitely not buying from them ever again... very sketchy. Their policy states there is a pre-laid USPS label provided to US customers (which I am), but they asked me to drive to a city I don't live in to drop off at a warehouse. Then they said they would get me a label after I protested. Then they told me to put it outside of my house in this other city and their staff would come pick it up, no label required... This is all within a time span of 5 days, with delayed messages and strange requests from a company in 2024 that has a return policy that says something different ON THEIR WEBSITE. I would like to be able to verify and track a return so I can get my refund on a clean, unopened, neatly boxed rug that's been sitting in my entryway waiting for a real plan of return. I would avoid this company at all costs if you don't want hassle and headache should your purchase not work out. I am hoping with all fingers and toes crossed that I sort this issue out and actually speak to a real customer service representative soon.