Complaints

This profile includes complaints for Rug & Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rug & Home has 4 locations, listed below.

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  Rug & Home

  799 Brevard Rd Ste B Asheville, NC 28806-5007

  
• 

  Rug & Home

  3333 Cloverleaf Pkwy Kannapolis, NC 28083-6991

  
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  Rug & Home

  11705 Carolina Place Pkwy Pineville, NC 28134-8819

  
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  Rug & Home

  5 Rocky Ridge Rd Ste 20 Asheville, NC 28806-2281

  

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:11/06/2023

  Type:Service or Repair 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.

  On 8/11/2023 I paid $2468.47 in full for a bed which was given an ETA of 4-8 weeks. I received a message on 9/12/23 saying it was not in at all and they were giving me an ETA pushed back. I contacted them about 9/20/23 give them a couple of days to try to see if the product came in. I was told that it was not 9/18 it was to be 10/18 because of the weight on the truck to ship out from the Amish country it should be the 10/18. I was told that it should take some time but it will get there. It was waiting for weight requirements. Then 10/18/23 I called and it was not in again not until I called I wouldnt know the item was not in. I gave it a few more days and we contacted them by saying we wanted some information about the purchase. I finally got a call from ***** 10/31. He then told me that the item was still in transit, its supposed to be in not sure why. He told me again about the weight limit being on the truck and mentioned that he was going to talk to his store GM and that he was contacting me on November 1st, no call same for Nov. 2nd, 3rd came by. I called on 11/4/23. *********************** the general store GM was on the phone after I spoke with *****. I spoke with ***** on October 31, he said the item was to be shipped out on November 1. I was told by Thursday afternoon Ill have an ETA. Weight requirement to ship out was said again. Still no product! I shared with her. The product was not here and she tried to placate me by telling me she had no control of anything. I requested my money back and she said there is no way to give the money back because we signed the contract and it stated on the contract that the item or furniture purchases were nonrefundable. That was when I thought it was going to be 4 -8 weeks. Had I known it would be 12 weeks plus I know i likely never ever would have purchased this item at all. I still do not have my product. I dont have the product in my eyes they stole because they took my money.

  Business Response

  Date: 11/21/2023

  I spoke to this customer, ********************************* today about her complaint.   I had to check on the level of communication with this customer and I have to say my team did not follow through on providing updates to **************** to our satisfaction.  We have improvements we need to make.  However, I found out her furniture arrived yesterday and was inspected and checked in today 11/21.  I spoke to **************** and we are completing her free delivery furniture order on Tuesday, November 28^th to her residence.  I apologized numerous times and I think she is much better now.  I sincerely want the best experience for our customers.  We will do better.

   

   

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair 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 purchased a rug for $224.69 on 4/1/2023. I returned the rug on 4/2/23 to the Pineville location in original condition with all tags still attached. I was never told when purchasing that the rug could not be returned to a different store, only that i had 7 days to return it for a full refund. It has been greater that 2 weeks and I have not received a refund. I have called both stores. The Kannapolis store says they have not received the rug from the Pineville store and will not refund my money until this happens. The Pineville store says they called Kannapolis and told them they have the rug and to refund my money.

  Customer Answer

  Date: 04/17/2023

  ****************************************************************

  Business Response

  Date: 05/08/2023

  According to our records this customer was refunded on 5/1/2023 for $224.69.  We placed this refund back on this customers **** credit card.  I also reached out to the customer today, 5/4 and left a voicemail message to confirm she received this credit back on her card.    

   
  
  

  
  
  

  Thank you,

  ****** Page | COO