Fiona T.
Terrible customer service and lack of…
Terrible customer service and lack of communication. No updates from the company until I contacted them 3 weeks after purchase. I was informed there was a delay in manufacturing (to upgrade the product). At 7 weeks from ordering I contacted again and was told my product had been shipped. The tracking details did not work and I assumed I had been scammed. After more emails, web ‘chat’ and Shop ap messages, I finally got through to an actual person. My product arrived that day….nearly 9 weeks from ordering and the communication received was in reply to 2 of my many messages. The product appears to be fine but I would NOT recommend due to lack of communication and customer service.
Response from RugitallOct 13, 2023
Dear Fiona, We sincerely apologize for the experience you've had with Rugitall and truly appreciate you taking the time to provide your feedback here. It is disheartening to learn about the challenges you faced regarding communication and the delivery of your order. While we have been encountering significant disruptions, it is evident that we fell short in keeping you adequately informed and supported throughout this process. Your experience is not reflective of the standards we aspire to uphold, and we deeply apologize for any inconvenience and frustration caused. Your detailed review is invaluable in highlighting areas that need our immediate attention and improvement. We are actively working to enhance our customer service responsiveness and communication channels to ensure a smoother and more transparent process for our customers moving forward. Despite the product arriving and being to your satisfaction, we acknowledge that the journey to get there was far from acceptable. Your feedback serves as a crucial guide for us to make necessary improvements, and we assure you that measures are being taken to prevent a recurrence of such an experience in the future. We would greatly appreciate the opportunity to connect with you directly to further discuss and address your concerns. If you’re open to it, please contact us at [email protected] at your earliest convenience. Thank you again for your feedback, and we sincerely hope to have the opportunity to make this right. Warm regards, The Rugitall Team