1/5

posted Apr-18-2012

We ordered an outdoor rug and found that when it arrived, there was a huge pull in the fabric right in the middle of the rug. That told us right off that their quality control was non-existent. When we called to report the flaw, we were told that they would mail us a return shipping label so we could take the rug to UPS and ship it back. Why not be pro-active like most good on-line stores and provide the return label in the original package? Strike 2. It took about a week and a half to receive the return label, so we did as told and took the rug to our local UPS store. Two weeks later we had not heard anything from them as to whether or not they'd received the rug and when we could expect a replacement. We sent two e-mails and got the usual automatic reply saying they would respond within 72 hours. When we did not hear back within the 72 hours, we called today and found out they had received the rug two weeks ago and sent it back to the warehouse. When we asked if they'd shipped the replacement yet, the answer was "no". We heard enough and cancelled the order. They said it would take up to 5 days before the charge is reversed on our credit card. Right afterwards, they sent an apology e-mail with a $15 off coupon for our next purchase. What unbelievably bad/non-existent customer service. We will never buy from them again in our lifetimes.

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