Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not receiving two items in my other, the 2 x 8 rug pad or the 2 x 3 jute wool rug, I called and the company canceled the items and allegedly issued a refund. I received a refund for the rug pad (69.95) but not for the rug (114.78). When I called earlier today, I got the runaround, with the service representative, who could barely speak English and obviously did not understand my issue, claiming that both items had been delivered. I have previously purchased thousands of dollars worth of rugs from this company but will not longer be doing business with them.

  Business Response

  Date: 10/14/2024

  We apologize for the trouble this customer has experienced with their recent delivery and our service. Our customer service team has been working on investigating what went wrong here and escalating her refund with our finance team since the customer contacted us on October 9. Because the original agent requested the refund for the rug that was already returned, the finance team denied the original request. We are deeply sorry for this clerical oversight and the delay it has caused in the customer getting the refund that we rightly owe her. We have since rectified this mistake and processed the refund for the other rug to make sure the customer is credited back for the items not received. The customer should see this refund reflected in their bank or credit card statement in 7- 10 business days, depending on how quickly the refund is processed by both our bank and the bank or credit card company of the customer. She has been emailed a copy of the refund receipt for her records. We believe this matter is now fully resolved, but would encourage the customer to reach out to our team if she has any additional questions or concerns. 

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rug from the Annie Selke website on June 17, 2023. I learned about Annie Selke rugs through an **************** credit card offer, and from the ******* ******** *********** Shopping Portal. The subtotal was $1,222.30 (this was the price after a 15% promo code), and tax of $115.97 for a total price of $1,338.27. The rug is an 8x10 rug. The order number was ********. The complaint is related to request ***** that was submitted through the Annie Selke website. On January 27, 2024, the rug ripped (it seems, no pun intended, that part of the edge/border/seam separated or came apart). Later that morning, I sent a request through the Annie Selke website asking if there is any kind of a warranty. I have attempted to save and upload the entire email thread as one attachment to this complaint. My desired resolution is for Annie Selke to replace my rug, at no cost, as was initially stated in the response from Gen R. My initial information that I submitted asking about a warranty stated: I have a question about a rug we bought in June. part of the fabric is coming apart. Do you have any kind of a warranty? I am including a picture of the portion of the rug. Order number ******** The information provided by Gen R was confusing, unclear, and contradictory. At times, it seemed that the responses were written by **. I have two main concerns:1) My initial concern was about rug quality. The rug cost approximately $1,300, and a portion of it should not separate after approximately 7 months. No one would spend $1,300 on a rug that is partially ruined after 7 months. 2) The inconsistent and conflicting information that was provided by Gen R. Really bad customer service. I would like Annie Selke to provide me a replacement rug at no cost as was initially stated by Gen.

  Business Response

  Date: 02/02/2024

  We apologize to the customer for his poor experience with our service and with his rug. Reviewing the customers photos and original email complaint, we agree that this rug should not have separated from the binding at its edge after such a short period of use. The agent the customer spoke to did confuse the situation by first offering a replacement, and then rescinding the offer of replacement upon finding out the rug was past our return policy. This detail, however, is not relevant to the customers complaint. We have followed up with the agent. Additionally, we have reached out directly to the customer to apologize for the experience and advise him that a replacement rug has been processed. It has shipped as of yesterday, and should arrive with the customer some time next week. As we have taken these steps, we would now consider this matter to be resolved. We would strongly encourage the customer to reach out to us directly if he has any further concerns or experiences any trouble with his replacement rug.

  Customer Answer

  Date: 02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received an email from the company last night stating that my replacement rug has shipped.  I look forward to receiving the new rug.

  I thank the company and the Better Business Bureau for their assistance in resolving this matter.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Paint Chip Blue Hand Micro Hooked rug in September of 2021, Order #********. On November 3rd, when lifting the rug to move it so I could clean underneath, I discovered that the backing is coming off the rug in multiple places. I am very disappointed in this as I expected the rug to be more durable than this, based on the price and purported quality of items from Annie Selke.

  Customer Answer

  Date: 11/15/2023

  I have attached my original receipt.

  Customer Answer

  Date: 12/01/2023

  Please see attached email communication with Annie Selke customer support.

  Business Response

  Date: 12/06/2023

  We apologize for the trouble this customer has experienced with their Paint Chip Blue Micro Hooked Wool rug. We take complaints about the quality of our products very seriously and have discussed this customers issue and shared her photo with our product team for review when we were first contacted in November. The wool rug is attached to its cotton backing with latex glue. Because of the nature of this glue, it can be affected by humidity in the home over a long period of time. Both high humidity levels or high dryness levels over time can result in the latex breaking down in places. The quality of the rug isnt compromised in any way by this, and the backing can be touched up with some fresh latex glue to both breathe back life into the product and keep it looking good for years to come. Because we believe that this is the issue with the rug, we are not able to offer a replacement at this time. As mentioned to the customer via email, if she has additional photos she would like to share with us, we would be happy to review those with our product team as well and reassess our decision.

  Customer Answer

  Date: 12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have other similarly expensive (and inexpensive) rugs, which have never experienced this issue. As I have fine art, I strive to maintain consistent humidity and air quality levels in my living space. Humidity is within an acceptable range of 40 - 60% at all times. I find it ridiculous that over the many years I have had area rugs in my living space, this is the first time I've ever had the backing detach from a rug. This rug is only two years old and I have had to buy my own fabric glue to reattach the backing in multiple places over the last month. I assert that the glue used on my rug was defective or your design process is faulty. I also have a problem with your recommendation for me to get some "latex glue." That's a pretty broad suggestion and I could have used more specifics OR you could have offered to send me some of the right glue necessary for the repair. As an example, I found dozens of types of latex glue on ********** and didn't know what I should use. On a personal level, I'm appalled by the casual way you're dismissing this very real issue for me. While you assert that this doesn't cause a problem with the rug, detached backing could create a trip hazard in the future. If I have to continue to glue the backing down, I'll have to weigh the risk and will likely have to throw the item away and replace it with a better quality item. This is very poor customer service and after buying two rugs from your company, I can confirm that I will never do business with Annie Selke again. I chose your company because I wanted a quality item with good customer service. I have received neither.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/08/2023

  We apologize to this customer for her frustration with her rug and our service. It is not a common issue to have this happen with a micro hooked wool rug. We would definitely like to help this customer out. We do request, though, that the customer follow up with us at [email protected] with more photos of the damage occurring with the rug. We made our original decision based on one photo the customer sent and are very much open to reassessing our position with additional photos of the damage. If the customer could please send us an email and title it ATTN Annie Selke Manager, we will review it right away.

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I'm astounded by this response. They could have asked me for this information a MONTH ago. In that time, I've bought TWO different types of glue and attempted to repair the rug myself. I would have been more than happy to send these photos at the BEGINNING of my discussion and because I've already tried to make repairs, I won't be able to send comprehensive images of the full damage. This is beyond frustrating and I feel angry that NOW they're telling me this is "unusual" and want more evidence. I really hate the customer service I've received from ******************************************* and will NEVER work with them again. What an appalling series of interactions. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an ottoman from this company for over $900.00. It was delivered this past Saturday and the legs that come with it dont fit. They are too big and the ottoman is unusable. I have sent two emails and left two voice mails during business hours. I have not received a response at all. I dont know how to get in touch with this company to remedy this situation if no one gets back to me. It is quite alarming that my calls and e-mails are being ignored.

  Business Response

  Date: 01/06/2023

  To whom it may concern:

  Customer reached out to our team several times over the holiday weekend. Upon returning to the office on January 3rd, the team triaged inbound messages in order of receipt and we reached out right away. We did learn that our holiday closure autoresponders were not activated and have addressed that issue internally.

  The customer was acknowledged on January 4th and replacement legs for the ottoman were sent out via overnight mail on that same day.  Customer notified us at close of business on January 5th that the second set of legs also does not fit. This is frustrating, we understand; however, all of our furniture is handmade and we occasionally experience issues. We have been working with this customer for the past 3 days and will continue to achieve a favorable outcome - either full replacement or full refund. 

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Spring 2022 we ordered two sage CatsPaw rugs with a geometric pattern and a two-color border on all sides. After receiving and liking the standard size rugs, we ordered a custom size sageCatsPaw rug. When the custom rug arrived the week of Oct 17 we were shocked to see that the two-color border is missing. Instead, the custom rug is just a cut piece of carpet with stitched edging. On Oct 24 I called customer service. I was advised I needed to speak to Lori G, the custom rug specialist. I spoke with Ms. G on Oct 25 and sent her screen shots showing that when we ordered the rug online, the website did not show that the custom rug was in any way different from the rugs already purchased. When "custom size" is selected, the pop-up box in which to enter dimensions does not contain any language indicating the edges are serged, and the photo that shows alongside the custom-rug box shows the exact same borders as on non-custom rugs. The pop-up box says the custom rug is "fabricated," not "cut and bound." I conferred with a friend who does website design. She noted that the screenshot that Ms. G sent me relating to serged borders is a thumbnail that does not appear on the screen unless the user scrolls past the FIVE thumbnails that appear on the main screen showing the rugs with proper borders. This is poor web design if not intentionally deceptive. Having already purchased the same rug, there was no reason for me to look at the hidden thumbnails or details. Ms. G promised to get back to me on Thursday a week ago after talking to her supervisor but has not done so, despite my having followed up by email. Further, when I purchased the first two rugs, only one was delivered. I had to follow up with customer service; their records showed both rugs were in same package, but they were not. I finally received the second rug. I have made many purchases from Annie Selke and love their designs but this customer experience has been terrible.

  Customer Answer

  Date: 11/04/2022

  Hello, i would be willing to either return the rug for a full refund or keep it with an acceptable price adjustment. Since the company hasn't responded to me, I don't know which they would consider most appropriate. Thank you!

  Business Response

  Date: 11/30/2022

  BBB was notified by the consumer that the business reached out to them and resolved the issue with them directly.

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Hello, we have heard from the rug company. They have offered a a 60% discount on the rug, which we have accepted. We are awaiting the refund to appear on our credit card. 

  BBB spoke with the consumer on 11/30/22 and the consumer confirmed they have received the refund and the issue is resolved. 
  
  Sincerely,
  
  *****************************