Ecowhides INFURIATINGLY dismissive customer service, never resolved egregious error Internet
I am so extremely fed up with this company. I was looking for a cowhide rug and decided to buy from this website, ecowhides.com. They appeared legit, had a clean looking and easy to use website, had good customer reviews (raving in fact--my first clue?), and had no complaints to be found online.
I purchased a rug from them that turned out to be 26 square feet. Clearly stated on their website, the dimensions of the rugs they sell are supposed to be 30-39 sq ft for a large, and 40-49 sq ft for the XL, which I paid an extra $30 for. I was supposed to get 40-49. I received 26. That is WAY too small, especially for the price I paid. I figured this was an honest mistake and contacted their reps by phone. He said no one was there that could fix it but took my information and promised someone would get back to me. Nobody did. I called and called and called, spoke to different reps, left my information always with the promise that someone would get back to me. The only correspondence I received was an email inviting me to review the product. I left an honest and accurate review on their website, but it was never "approved for publishing." Of course.
After 2 weeks, "Deborah" emailed me about the problem. She said:
Hi,
Thank you for contacting eCowhides. We have received your concern with regards that you received a small rug of 26 inches. 26 inches is equivalent to 2.16 foot and we don't have this size available are you sure that is it 26 inches? Our extra large hide is at least 7 feet lengthwise or more.Please let us know if you need additional assistance. Thank you
Best Regards
Deborah
eCowhides Team
After calling and calling so many times, they didn't even get the information right. Talk about TERRIBLE customer service. I emailed her back with the correct problem, and expressed how frustrated I was. Her response was to email me the link to their return policy. Nothing more. I asked her if it would be a problem for me to get all my money back, considering that it had taken me so long to get everything sorted out that their policy would normally charge a "restocking fee." Her reply:
"no, it won't, please send it back to us with a note stating that you would like to exchnage it for an big XL size, with your ordern number, the returned address can be found at,
http://www.ecowhides.com/customer-service-information/#return_policy
thank you,
Debra."
I replied that I would like to return it, not exchange it. Her reply was to send me nothing more than the link to their return policy. She also spells her name 2 different ways. Freaking sketchy. I called again and spoke to someone who seemed to have a brain and recognize the problem, but she couldn't do more than write down the problem and take my information again. She gave me a # for management, but I haven't been able to reach anyone. Figures.
short and sweet, Here is my problem:
I paid a lot of money for a rug. I got a rug that is almost half the size I paid for. I want to return it and get my money back, but I can't because in good faith I gave ecowhides too much time to fix it, and they have failed miserably. By now I will be charged a 50%+ "restocking fee."
I cannot afford to send the rug back and not get my money. They have already proven they are a completely unaccountable company that does not stand behind their product and does not respect their customers. The whole company itself is questionable.
Despicable.
4 Updates & Rebuttals
Ceon
Las Vegas,Nevada,
United States
Has to be more to this woman's complain
#5Consumer Comment
Sat, August 14, 2021
I found the link to this Questionable report when I went to type in eCowhides to see their latest collection.
I was so stunned by the claims of this Hanna woman that I felt the need to say something. There is always that 1 in the million who will bi*ch and complain NO Matter what. I read her entire rant and looked it the picture she included that seems to be about 6-7 feet but she claims to have received a 26" hide? Very odd and her overall "experience" is so doesn't describe what I had experienced from this company.
I am a very happy customer who purchased not 1 but 7 Extra Large Cowhides from eCowhides. They had ALWAYS sent the Correct hides ( I always bought specific numbered ones ) and they always shipped fast. Some where super lush and a few that were short haired. I love their stuff. I even have one in my bathroom. They were the first company I had ever purchased a cowhide from after the great reviews and my satisfaction with the 1st one that got me getting more from them.
Whomever may read this please note, that I was NOT asked to write this review as a matter of fact the company will probably be surprised if they come across this message. I was clearing out my pictures on the computer and found all of the saved photos of my original purchases the way they were listed on their website and it prompted me to see their current listings out of curiousity. Please don't let a rotten apply spoil the bunch.
HONESTYTRUTHANDJUSTICE
Orlando,Florida,
ripped off the same
#5General Comment
Sat, January 24, 2015
I just wanted to shout out that I JUST had a similar horrible experience with ecowhides myself-only after giving them my money I never received a shipment at all!!! I talked to the same people and the same stalling was taking place. My blessing is that i had gone through PAYPAL - MY HERO- for this transaction and filed a claim and then an escalated claim after being lied to and left waiting for my purchase which was never coming. PAYPAL didnt even hesitate after reviewing my claim and I was refunded my money in full. This was a tough one because I too thought the company to be legit after researching- Their site and promises are deceiving- but- I can at least warn everyone and recommend that PAY PAL be used for purchase protection whenever possible on any website. I'm feeling everyones pain- it was horrible and I would not wish what this company is doing to I'm sure many many more people (unreported) -on anyone-ever!
Hannahleigh88
Tennessee,Advice for Sonia
#5Author of original report
Fri, November 21, 2014
Hi Sonia,
I'm sorry you got scammed into the same thing I did! I hate seeing other reviews like mine. I wanted to let you know that in the end, I got my credit card company (BOA) involved and they refunded me my money immediately, no problem. I would suggest getting your own credit card company involved so you can get your $600 back!
Good luck.
SONIA FROM PA
MOUNT BETHEL,Pennsylvania,
Horrible Customer Service
#5Consumer Comment
Mon, November 10, 2014
I was looking for complaints on this company and found yours only after I purchased from this company. It is now three weeks and although they received the returned item I still have not been issued a refund. In fact upon calling the customer service and speaking to Charmaine who I asked about the status of my refund, she immediately hung up the phone, I called back giving the benefit of the doubt of a troubled line, but each time it rang she would pick up and hang it up again. No one else was willing or able to help me I filed a complaint with BBB but am still out my 606.00 I paid for the cowhide.It is dispicable how these unline companies are getting away with treating customers ordering is no problem but once you have a problem or return an item it is unbelievable how fast it all goes offcourse.