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Business Profile

Carpet and Rugs

Oriental Rug Gallery of Texas
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Oriental Rug Gallery of Texas's headquarters and its corporate-owned locations. To view all corporate locations, see

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Oriental Rug Gallery of Texas has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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 type

    • Initial Complaint

      Date:07/03/2024

      Type:Product 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.
      On 5/29/2024 I purchased a rug from above company for the amount total of $ ****** including after tax. I received an automatic generated email stated It would be processed within 7 days. Fourteen days passed and still didnt hear anything from this company. Every time I called it went straight to voicemail and just said to leave a message. I got frustrated after 20 days not knowing the status of my order, I cancelled via online. Four days later I received a call while I was at work saying they were delivering my rugs. This was beyond disrespectful. I am a nurse. For them to not even arrange delivery after I cancelled the order? Of course I complain to the customer service and demand full refund but this is what I had received. This company had robbed my money, emotional exhaustion, and disappointment. On 6/25/2024 I had received a full refund of the amount $330.80 out of my $ ******. I owed nothing with this company. If so they had to pay an apology and more. How dare they even think of subtracting someones money for doing nothing?

      Business Response

      Date: 07/03/2024

      **************** was sent an email with her estimated ship date on 5/29. This email went to the email address provided when she placed her order at ********************. (see below time and date stamped)
      **************** was sent tracking information on 5/31 also to ********************. (see below, time date stamped)
      On 6/10 she emailed and asked us to cancel the order that had already shipped. No phone calls from this customer were received during business hours or after. We did a thorough search through our call logs to confirm. We let **************** know that because her order was already in route to her, we could not cancel it but that she was welcome to return it for a full refund. She was also welcome to refuse delivery, and as per our return policy which she agreed to during checkout, we would deduct all return shipping charges and restocking fees from her refund. She chose to refuse her delivery. Once received, she was refunded in full, less these two fees.
      We are sorry that **************** did not decide to keep the beautiful rug she ordered, but she is due no further refund at this time.

      Ria,

      The below item(s) from your RugStudio Order 461963-RS has been processed. Following are the shipping details. 
      Couristan Easton Phoenix Ivory - Salmon 9'2'' x 12'5''
      Estimated Shipping date: 6/3/2024. Shipping directly from ********** (from ***********, *******; 07024)
      The date provided in this email is our estimate as to when your items will ship. We have given our best estimate as to when your items will ship from their warehouse. However, please keep in mind that their current production levels and work load and weather may affect the actual ship date. We will monitor your order and keep you up to date with any changes and/or tracking information as it becomes available.

      This is an automatically generated email. Should you have any questions, do not reply to this email. Instead, use the below link to contact us. Be sure to include your order number on all inquiries. 

      ****************************************************
      Thank you,
      RugStudio Customer Service
      ************
      Mon - Fri 9am - 5pm CST
      www.RugStudio.com
      Rug Specialists Since 1930
      This Email was sent successfully to   ******************** on 2024/05/29 at 09:05:42

       

      TRACKING EMAIL

      Ria,

      The following item(s) from your RugStudio Order 461963-RS will be shipping on their way to you soon.   Please review the following details for accuracy.
        
      Shipment Details:
      Item Number: 172774x9 ********* Easton Phoenix Ivory - Salmon 9'2'' x 12'5'' 
      Ship Date: 6/3/2024    Carrier: Quad Global   Tracking / Pro Number: 862438 

      Please allow at least ****************************************** the carriers system.
         
       NOTE:  The freight company might be contacting you via phone call or text at ************** to schedule the delivery of your rug.  If this is not a good number to reach you, your shipment may be delayed.  Please contact the carrier directly, at the number provided in this email, if you need to update your phone number. 

      Should you want further updates on your shipment, please use the below contact information.

      Quad Global ************  

        
       When your item arrives, please inspect the outer packaging for any visible damage before accepting delivery and signing the release.  If the rug appears to be damaged, REFUSE DELIVERY of the rug and call RugStudio at 1-************ immediately.  (Please note that we will not be able to file a claim for damaged items if your rug is signed for without notating damage.)
        
       If the outer packaging is intact, but your rug appears damaged upon opening it and inspecting it, please save all the packaging and report it to us immediately as well so that we can arrange to send you a replacement as soon as possible.
        
       If you wish to return your item(s) for any other reasons, please contact RugStudio within 30 days of the date your item shipped and request a Return Authorization.  For more information on our return policy, please click on the following link:
        
       *****************************************************************************;
        
       Thank you for shopping with RugStudio.com.  We look forward to serving you in the future. 
        
       RugStudio Customer Service 
       1-************ 
       Monday - Friday 9:00AM-5:00PM Central Time 
       Rug Specialists since 1930 
       **************************************************** 
        
      This Email was sent successfully to   ******************** on 2024/05/31 at 13:34:49

      This Email was REsent successfully to   ******************** on 2024/06/11 at 08:46:40

       

      RA REQUESTED

      Ria,

      Thank you for your request for a Return Authorization. This is just a note to let you know that we are working on your request and should have approval and an Authorization number for you within 1 business day. If you would like to refuse delivery of your rug, rather than accepting it, please note that the return shipping, a refusal fee and a 20% restocking fee will be deducted from your refund. You can read more about our return policies here: ********************************************************************

      Please watch for a following email from RugStudio (check your spam/junk folder).

      We'll be in touch soon.

      Sincerely,
      The RugStudio Team

      This Email was sent successfully to   ******************** on 2024/06/15 at 09:36:55

      Customer Answer

      Date: 07/25/2024

      Complaint: 21936052

      I am rejecting this response because: 

      Regarding my complaint ID# ******** with ******************** due to the absolute robbery of my money of the amount of $582.70 out of $913.50. They didn't deserve the money for any reasons. We may go back and forth regarding emails and who said this or that.

      This didn't make any right for them to robbed. I could tell what I received from Rug Studio . Three emails saying that payment in process for clarification within 10 days. After that, four days later I got a call from a delivery lady saying that she was at my house to deliver the rugs. I was at work at the time. I told the delivery lady I had canceled the order and I cant be there at the house. I work as a nurse. I save peoples lives. My work is very important and I could not just leave.  As far as tracking number and other emails it  was never received by me. As I said, I had never dealt with this kind of company in my lifetime. The company ( rug studio ) then deducted customer money outrageous amount for refusal delivery. This is nothing but scammers to me. If they are not willing to return my money back, I will hire an attorney. They will then have to refund my money back ,  and attorney cost. This also can include false advertising, violation of privacy rights, , or other deceptive business practices. 



      Regards,

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

    Oriental Rug Gallery of Texas is BBB Accredited.

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