This company needs to improve in several areas: (1) offering virtual rug placement for customers buying multiple rugs in connected spaces, and (2) most importantly, enhancing post-delivery customer service. I almost chose another company that provided virtual renderings, but opted for this one instead. Initially, I was pleased with the sample delivery and the help I received from a design consultant. Problems arose after delivery. Some areas of the rug's border were damaged, and when I reported this, the company sent me a video on how to fix it myself. They offered to repair the rugs if I covered the one-way shipping cost to their factory. I was taken aback when they blamed me, suggesting moth damage or that I had accidentally cut the rugs while unpacking. I calmly explained my situation as a retired woman in a new home, without any signs of moth issues. What frustrated me most was their reliance on misleading statements from the delivery person, claiming everything was in perfect condition. I had not requested white-glove delivery because I needed time for placement. The driver attempted to leave the rugs without confirming their condition. After many frustrating interactions, I escalated my complaint to the Better Business Bureau. The company maintained their inaccurate claims, but eventually agreed to cover shipping costs and repairs. By that point, I was exhausted by their dismissive attitude. Each interaction caused me anxiety and stress. I finally informed the BBB that I would rather live with the damaged rugs than deal with their mishandling.
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Custom sized rugs for outdoor and indoor including runners in natural fiber Sisal, Jute, Seagrass plus wools, etc. Also find Ready-made rugs in standard sizes.
