Oriental Rug Gallery Corporate Office

I purchased a rug from RugStudio online which is part of Oriental Rug Gallery. I needed to return the rug because the color & size did not work for me. In full-​disclosure I included the wrong address on the return label. However, when I called to confirm receipt of the returned rug, a RugStudio representative told me it was received and my return was being processed and to wait a week or so and follow-​up. This was late Oct. I called several times in November being told by multiple representatives that the return had not been processed yet. With the busy holiday season late Thanksgiving, a few weeks went by & I had almost forgotten about the situation.
I emailed RugStudio in December to follow-​up once again only to be told by a Manager that the returned item in fact never made it to their location. Only then did I discover it was shipped to the wrong location and was in a panic to try to find the rug. After a few emails the RugStudio supervisor stopped responding to my correspondence. I contacted the company who received the rug and fortunately, they located it and quickly expedited, at no cost, a shipment of the rug to RugStudio on my behalf. I contacted RugStudio to confirm next steps and was told by a representative that once received they would issue a refund. On the same morning I received an email back from a Supervisor stating that my return was past the allowed window and they would not be providing a refund!!!
I cannot believe a company with such a large online presence and seemingly solid business history would have such poor customer service, especially in light of their their own representative who provided false information which contributed to the problem & prevented me from handling the issue more expeditiously. I can only hope that no one is treated with the same level of disregard as I was in this situation and I would not recommend buying any merchandise from this company at this point. I am still trying to remedy the situation, but my optimism of getting genuine assistance is low based on the dismissiveness and lack of regard I’ve been shown thus far.
~ Johnette