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Business Profile

Furniture Stores

The Rug, Mattress and Furniture Store

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:05/31/2023

    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.
    Purchased 2 ***** rugs 5/9/23. One 8x10 and one 9x13 both stock.
    Order# ****** Purchase price $1224.
    Expressed concerns on rug material (polypropylene) after purchase. Called manufacturer to inquire about green/non-toxic certifications. Told they communicate to retailer only. Called store and asked them to call for rug info. Called later in day and Rug/Mattress salesperson said they don't have complaints. Rugs delivered to store May 19 and picked up May 24. I had asked for plastic on ends to be opened and rugs could air out if rugs were omitting VOC's/off gassing before pickup 4 days later since I was on vacation. On 40-minute drive home, I experienced severe headache, burning eyes, throat irritation and lower face tingling/itching for approx 12 hrs. I called store next day. They said I had purchased rugs after 2-3 visits to store and no refund/exchange. I offered to pay restocking charges, shipping charges and select more expensive natural fiber rugs mfg would have in their product offering since I experienced heath issues/reactions to rug material. I was given same answer - no refund/return/exchange. Next night, we brought rugs in home, unrolled. Within 30 minutes, I experienced same allergic reactions. We also noticed the 9x13 rug had a 3-4" vertical defect. We took photos and rolled up rugs and took out to garage. We called store, sent photos. They said they would send to mfg. Store called May 30 and said we had only 2 options: store would come to home, cut out defective threads and offer $200 credit or order new rug. I asked for refund on the defective rug only. We were denied by store. I was told they did not have "time to waste" on the phone with me. I have done business with Rug/Mattress store for approximately 10 years and purchased other rugs/furniture from them with no complaints/returns/issues.

    Business Response

    Date: 06/23/2023

    The rugs were special order, not stock. The consumer saw them multiple times before she picked them up and took them home. We are willing to ask the manufacturer if they will take the rugs back at 50% off if she wants to go that direction.

    Customer Answer

    Date: 06/26/2023

    I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please see attached document on ***** Return/Warranty policy. Please also see ***** CS Mgr email response that rugs ordered were NOT custom and considered stock. In response to Rug and Mattress reply, I negate the following: 1 - The rugs were not special order and not custom according to *****. Paperwork on my order does not state the order was custom. 2- I saw and selected rugs ordered from floor sample only once on May 6, 2023 and ordered May 9, 2023. In my complaint, I have requested return and refund ONLY on the 9x13 rug Aero2 that has a quality flaw/defect. Photos sent to BBB. I have since learned that ***** offers a buyer's remorse return policy within 30 days. This would have been June 24. See attached for ***** return/warranty policy. Has Rug and Mattress contacted ***** in regard to my complaint? I experienced an allergic reaction to the polypropylene material and VOC's in the rugs upon bringing the rugs home. I had a severe headache, burning eyes and throat irritation. I offered to pay shipping, restocking fees to return both rugs initially. This offer was rejected by Rug/Mattress sales rep. At my loss, in my complaint, I was willing to keep the Antiqua rug and try to sell it. I want to return for full refund the Aero2 9x13 with the quality defect to *****. They offer a 12 month return policy for all manufacture defects. I am rejecting your offer.
    Regards,

    **** ***** 

    Business Response

    Date: 08/04/2023

    The consumer can return the 9 by 13 in rug for a refund or for a rug of equal value. 

    Customer Answer

    Date: 08/06/2023

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I will return the 9x13 rug with quality flaw/defect for a full refund as offered by business.

    Regards, **** *****

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