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:02/16/2023

  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.

  On April 8, 2019 I purchased a "Navajo" rug from ********************** for $2509.89. They are a *** based store with a large web store. On February 9, 2023 we had the rug appraised. The Navajo rug expert said that the rug is not "Navajo" but a dhurrie rug which is made ** *****. I contacted the store and they admitted that the rug is a replica. However, there was no indication on their website that the rug was a replica made ** *****. ** fact, they consistently use misleading language like 'authentic' and '********' for these replica rugs. I requested a refund based on the "misleading" information on their website. They denied my refund request and said that the website descriptions of the rugs for sale are for branding and marketing and should not be considered for certification. I have filed complaints with the *** and the Indian Arts and ************ at the Department of the Interior. See current descriptions of "Navajo" rugs for sale: *********************************************************************************************************************************************************************************

  Business Response

  Date: 03/17/2023

  Four years ago, this customer purchased a rug from our online store. After having used the handmade rug for the entirety of that four year period since the original purchase as well as damaging the rug and bringing it in for cleaning and repair, the customer now seeks a complete refund. 
  Our return policy is unequivocal in stating that returns are not accepted after seven days but, we do offer exchanges within 30 days of purchase. 
  It is imperative that we mention that we have never once claimed that the rug in question is an authentic ****** rug. Genuine ****** rugs are typically available in smaller sizes, as they were traditionally used as cave blankets in past decades. The rug purchased by the customer, being a 9 by 12 rug, could never have been an original ****** rug due to the significance in its size . 
  We have explained to the customer on more than one occasion, including emails, over the phone, and in person, that the rug is a genuine handmade rug and the ****** design on it is inspired and crafted in *****. It is customary in the rug industry to replicate older designs in larger sizes. These rugs are still handcrafted and take approximately four months and four to six weavers to produce, meaning there is an exorbitant amount of labor going in to the creation of this hand crafted piece contributing to the price of the rug itself.

  Customer Answer

  Date: 03/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  i would just like to point out that the business has updated the website descriptions of these 'Navajo' rugs based on my complaint. It add "Origin: *****". See attached. That was not there previously. There was no origin listed when I purchased or even when I complained in February. I purchased the rug directly from the website with no contact with the store. As a consumer how was I supposed to know that the rugs were not authentic? They were called Navajo Rugs and there was no origin listed. The website description was written in a way to lead consumers to believe that these were actual Navajo rugs. The comments about cave rugs are meaningless as none of that was in the website description. The fact that they have added the 'origin' tells me that they know they were wrong. I'm glad other consumers won't be fooled like I was. I am still asking for a full refund.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/11/2023

  We keep updating our website from the feedback of all our clients as well as our team. This rug is out of all sorts of claim period and is not eligible for any refund/return/or replacement.

   

  Thank you.