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Business Profile

Carpet and Rugs

eSaleRugs.com
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for eSaleRugs.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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eSaleRugs.com has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 brand new 8x10' rug from eSalerugs.com on 9/3/2022. The rug has been in a low traffic room for less than 2 months in my home and it's already falling apart. It is quite literally coming apart at the seams and fraying throughout the rug. I contacted the company multiple times to see if I could get a replacement and was dropped by 2 separate customer service reps and my emails have not been answered. There is clearly a quality issue with this product and it shouldn't be disintegrating after less than 2 months. I was told I could send the rug back for a 25% restocking fee (~$83) and would get a partial refund. I feel that this may have happened with this same rug previously and I was sold a rug that was returned for quality issues. I was also offered a $50 credit to their store, which still makes me have to purchase a new rug at full price with a minor discount. I am truly only seeking a replacement for the defective rug that I purchased. No one should be paying $330 for this rug that is falling apart.

      Business Response

      Date: 11/23/2022

      Dear ****
      I am very sorry for the issue with your recent purchase.  I see you recently sent an email to inform us that there was a quality issue with ******** jute on the order which certainly should have held up longer than the short time that has gone by since the purchase.

      We're happy to issue the replacement to you plus the $50 store credit for the inconvenience.  If this would be acceptable, please let us know in response here and also if the shipping address is the same as on the order:

      25073 ************
      ********, ** 29708

      I hope this is helpful and look forward to your reply.

      Sincerely,
      Edward 

    • Initial Complaint

      Date:08/29/2022

      Type:Delivery Issues
      Status:
      Answered
      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 received a rug 2 days ago from this company that is filthy dirty with stains and dirt, as well as tufts of fabric coming out of it, with a horrible smell and permanent creases in it as it was shipped folded. I was told they would not accept returns and offered me a partial credit of $40. I paid a little over $300 for the rug and it is completely unusable. I asked for it to be returned and issued store credit. The company completely blocked my emails after that. At this point I need a full refund, this is unacceptable and deceptive business practices. Order number GCZSP5GF73

      Business Response

      Date: 08/30/2022

      Dear ********

      I am very sorry for the subpar experience.

      I see the purchased rug was a final sale rug which may have some minor wear and blemishes.  The reported issues however should not be within the characteristics of the rug so in response, I have submitted for the order to be fully refunded today, 8/30.  We will not require return of the rug so it can be disposed of if unusable.

      The refund may require 1-2 business days to show visibility in your bank so please allow this time for the credit to show visibility on your end.

      I hope this is helpful and satisfactory.

      Sincerely,
      Edward 

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