My husband and I are expecting our first child in April so I purchased a new rug for the nursery (item: Dalyn Rug Co. Providence PV101 Honey) before Thanksgiving. The rug was placed on back-order twice. I finally received the merchandise in February and was totally disappointed, frustrated, and angry. It was 100% defective!
The border on the rug was obviously uneven from the edges, the lines were skewed, and it was not square. The border was different measurements from the edge of the rug all the way around and it was completely unusable. The company was contacted and I emailed them photos of their cheaply made rug and asked them how this product even left the warehouse. The customer service apologized and stated that this was an isolated incident and they do not ship faulty merchandise. They stated they had a replacement rug in stock at their Dalton, Georgia warehouse that could be shipped to me in 2-3 days. I insisted they contact the warehouse workers and have them inspect the rug before shipping it to me because I did not want another hassle. They were going to charge me for another rug until the defective rug was returned to them. I demanded they pay for the return shipping costs and they promptly sent FedEx the pick-up order.
In the meantime, the customer service worker was supposed to call me back the next morning with verification that the new rug was free of defects, but no such call came. I called them and was informed that the Georgia warehouse did not have the rug in stock and that it was on back order. I realized I had been lied to and confronted the customer service worker.
During my dealings with the customer service staff, I asked to speak to a supervisor and was never able to reach one. I had to deal with the same ignorant and unprofessional customer service team. I have been charged a "restocking fee" for returning their faulty merchandise. What a scam! I had no choice but to return their piece of crap rug. I am still fighting to get the full refund that I was promised.
I regret the day I ordered the rug from CSNrugs.com and warn everyone NOT to make any purchase from this fraudulent company.
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