Complaint Review: RugsUSA.com - Mineola New York

Please do not buy anything from the company rugsusa.com and return it as it will be extremely frustrating to get your money back for a refund. Though they mention the words Easy Returns on their website, it is far from true.  I had placed order#WS565473 on 1/3/2014 through rugsusa.com for Area Rug Color: Black Size 5’2”x7’4” SKU: 1187053450-52074 and paid via my PayPal account a Total Price: $41.80 (Free Shipping). The item was sent and reached on 1/8/2014, but since the item did not meet quality expectation, I requested a return authorization. For the Return ID # 98941, I was granted a return authorization via email by [email protected] on 1/27/2014 by a person named Mandi. The return authorization number for the item: RA # RugsUSA-WS565473-98941-0127 for the SKU# 1187053450-52074 was given. I was given 7 days to return the item to the return address which was given as Home Dynamix, 1 Carol Place, Moonachie, NJ 07074. The item was returned via UPS ground with a tracking number 1Z0669330316080368. This tracking number was conveyed to [email protected] on 02/06/2014 and it was seen that the Area Rug Item was delivered on 02/03/2014 at 11:00 AM to Moonachie, NJ and signed by Torres at the dock. On 02/11/2014, I sent a reminder via email that the refund of $41.80 is due and that Mandi or Anybody Else who can take action should process it. On 02/14/2014, I again sent an email saying that I am waiting for them to credit $41.80 to my PayPal account since it was over ten days that the Area Rug had reached them on February 3, 2014. I requested for prompt action. On 02/20/2014, I sent an email stating that I do not understand why my email messages are being ignored and that it is over 15 days since the Area Rug had reached them on February 3, 2014. On 02/28/2014, I tried to call the two numbers [Customer Care 516-248-2220 or 609-447-4515 (M-F 10:00 am – 5:30 pm)] at around noon and no one picked up either of the two numbers. I went back online to the account status and filled in the tracking number of the return so that they would get an automatic alert. On 03/01/2014, I received an email from a person named Tina Arroyo that my refund has been submitted. The email stated that I should allow 3-7 business days for the refund to fully post on my account. It also stated that once the transaction has been completed on their end, I will be notified via email to confirm my refund was issued. After waiting patiently for 7 business days, I wrote back to them asking them to revisit the refund processing to take action so that there is no unnecessary delay in getting the refund. There was no response to it. More than 15 business days elapsed and there was no sign of the refund! So I submitted a complaint on 03/21/2014 to the Better Business Bureau through their website bbb.org and was assigned the compliant ID: 9979104 by trenton.bbb.org.  I got an email from BBB that my complaint had been sent to the business for their response. When I was in the process of preparing the complaint and when I searched for the business’s address what I got had some discrepancies.  The address was correct.  However the telephone number (201) 807-0111 that came up was different from the one I had on my record for customer care which was 516-248-2220 or 609-447-4515 (M-F 10:00 am – 5:30 pm).  Of course, I had tried to call both these numbers on 2/28/2014 at around noon and no one picked up either of the two numbers. So maybe the telephone number recorded with BBB 201-807-0111 is correct – that is what I thought.    Also the website homedynamix.com was not the one where I did my transactions.  It is rugsusa.com through which I had placed my order.  Also all correspondence that I got from them came from [email protected]. Probably, the company operated online through two different websites.  But I thought I should mention this to BBB and hence sent an email to them.  In the meantime, BBB got a response from a person named Adam on behalf of Home Dynamix. He stated that he does not understand why Home Dynamix is being brought in on this because they were a wholesale manufacturer and distributor, and do not sell to the public.  He said that since the transactions were all done through RugsUSA.com, he wanted BBB to remove their name from this claim or have this claim removed from their record.  When BBB made me aware of this response from the business through an email, they said that it has come to their attention that a different company should handle my dispute.  So BBB suggested that I submit a separate complaint so that they may forward it to the appropriate company.  I replied through an email that the reason why Home Dynamix appears in the complaint is for two reasons – 1) When the Area Rug was received, the address of the sender did not say RugsUSA.  The sender’s address printed in the top left corner read as: Home Dynamix, 1 Carol Place, Moonachie, NJ 07074 and 2) When I requested to return the item, the RMA (Return Mailing Address) was given to me again as Home Dynamix, 1 Carol Place, Moonachie, NJ 07074. In any case, on 04/04/2014 I submitted a separate complaint again to the Better Business Bureau through their website bbb.org against RugsUSA.com, 106 E. Jericho Turnpike, Mineola, NY 11501, Tel: (800) 982-7210 and this time was assigned the compliant ID: 9998423 by newyork.bbb.org.  I got an email from BBB on 04/07/2014 that my complaint had been sent to the business for their response. On 04/10/2014, BBB got a response from the business that was forwarded to me and it stated as follows: “I received the order and saw the pay pal transaction was not completed. I went ahead and resubmit the refund.  The transaction confirmation number is 86L29693B52585824.  Pay pal should update within 24/48 hrs and reflect the funds.  We apologize for the delay.”  Thus, on 04/11/2014 which is over two months since RugsUSA received the returned area rug, I finally got the refund of $41.80 after so much of hassle and frustration.  I would probably never have got my refund if I had not pursued this matter and not submitted a complaint to BBB.