RugsUSA.com Customer Service Issues

I placed an order for the Soltera Dynasty rug on August 8th. Today is September 12 and I still have not received my item. Despite numerous attempts to contact customer service, long wait times, and promises of a supervisor calling back (without success), I only received a generic email approving my return request but requiring my own shipping. My complaint is simple: the item I paid for isn't in my possession. I want to return it now as I don't wish to have a reminder of my negative experience with your company. However, I can't do so because I haven't even received the product. It feels like my money has been taken without receiving the item. This situation needs immediate resolution as it's completely unacceptable.

I recently received a duplicate rug from RugsUSA, my credit card was double charged in error because of this. I contacted RugsUSA, returned the extra rug, but my refund appears to be $28.00 short. I believe a restocking fee was deducted; however, as this was the company's mistake, I should not be charged. Please contact me at [redacted] to provide an update on when I'll receive the missing refund. My order number is WS[redacted]. Thank you. - Michelle B. cc: Discover

I reached out to Annie last Saturday regarding a defective rug and was informed that RUGS USA would supply a shipping label at no charge. Following this conversation, Annie emailed me a 40% final sale offer, which I declined, reiterating my request for the promised shipping label. In response, I was informed that I could either cover the shipment cost or have a FedEx label created, which would deduct from the refund amount. I am seeking the shipping label as initially promised without any additional expenses.

We ordered the gray Doux Super Soft Luxury Shag Rug for our newborn's bedroom. We received it in mid-August and noticed a very strong chemical smell, which we aired outside for several weeks. Even after keeping the windows open in the room for another month, the smell persists. We have been trying to air it out for three months now, but it's still not safe for our infant. We previously bought the same rug in white for my older daughter without any issues. Can we return the gray rug? It's in perfect condition as we've been airing it out this whole time.