Revival RugsReviews of revivalrugs.com

Revival sent me the wrong rug, and I have been unable to reach anyone to resolve the issue. It has been frustrating that they’re unable to correct their mistake! Very disappointed with this experience and the lack of customer support.

First, the rug I ordered was on pre-order so it took over a month for it to ship out to me. Then of course, to no one’s surprise, it looked absolutely nothing like the photos. It was much lighter and had more white as it was a flat weave rug, and a very stark cheap looking gray border that was not displayed in the product photography. Then upon my attempt to return it, their system auto selected store credit without giving me the opportunity to change the option. It then took me five days to reach somebody before sending back the rug to confirm my refund would go back to my card, because I have no interest in shopping from them ever again. It’s a labyrinth of AI chat bots via email and on their website, closed tickets without resolve, etc. It has now been over 20 days since I dropped the package off with FedEx as Revival only offers the slowest possible transit to return your product. It has been sitting in their warehouse for over five days and I have not received a single notification that the package has been processed. There is no person to speak to, as their chat bots just continually say “someone will reach you via email” and they never do. Highly do not recommend.

I ended up returning an unopened rug that was delivered back to Revival's warehouse and signed for on June 15. After several weeks with no update, I contacted customer service and was told that returns are processed in batches and that my return was expected to be processed on July 10. It was processed on that date, exactly as they said. My disappointment is that it took 25 days for an unopened return to be processed after it had already been received by their warehouse. Only after that did the refund begin the normal banking process, meaning it takes even longer before customers actually receive their money back. To add to the frustration, Revival emailed me asking me to leave a review before my return had even been processed. When I tried to submit feedback through their review form, the Submit button didn't work, so I wasn't even able to provide my experience there. The customer service representative was courteous and gave me an accurate processing date, but the overall return experience was much slower than I would expect from an online retailer. I would hesitate to order again knowing that a return may sit for nearly a month before it's even processed. I submitted this review to their website and they didn't add it onto their reviews. Only the 5 star reviews.

Bad experience.. end to end.