This was in response to another review I posted on TRUSTPILOT

Oh Wow... Well thank you for YOUR reply Annette Pyles, as emailing and calling does not appear to work.

I was contacted by ABF Freight stating they had a LARGE SHIPMENT and need to set up delivery, I told [ABF] I had no idea what it was and 'I would refuse it.' It wasn't until she said it was a rug that I went to my emails to see what RUG this was. Well, IT WAS a rug order I placed earlier in NOVEMBER and had heard "NOTHING" about prior to this call, as this was the first I was hearing about it. ABF said they could refuse shipment from their other facility as they do this all the time but THEN was told multiple times, no this is from a 3rd party and "DO NOT REFUSE IT, ALLOW IT TO SHIP and LET THE CUSTOMER ACCEPT IT AND WE'LL MAKE ARRANGEMENTS TO SHIP IT BACK" I have the gals name at ABF who will verify this as well! I even TRIED to track it through my RUGS DIRECT account but your system showed I NEVER EXISTED! I created a new account and still NOTHING! I figured it must have NOT gone through and then forgot about it...

On 2/18,3/1 and on 3/7 I emailed a Barry Henson who was the person I received the RA from. He actually was very kind and helpful initially. There was constant contact PRIOR to the rug being delivered, I was told "DO NOT REFUSE SHIPMENT OR YOU WILL BE CHARGED A RESTOCKING FEE AND THE SHIPPING FEES since their rugs are from a 3rd party distributor" ABF was also told the same thing! [there are other emails regarding 'this' but these are the few I'll reference] As noted above, I WAS NEVER NOTIFIED of a back order or a confirmation of my order. Rugs direct CLAIMS they sent an email stating such but upon looking in my emails and spam there is NOTHING. And I have emails going back to 2016! However, I found it funny that I DID receive a notice of delivery & the email with the RA#

And too, NO I did not say I canceled delivery, where did you get this? YES, I TRIED TO REFUSE the rug delivery which was never communicated was on back order [as your company CLAIMS you did], I did not and could not CANCEL since I had NOTHING TO VERIFY an ORDER so how would I CANCEL it? I did however try to REFUSE SHIPMENT once I heard it was on its way and far too late for the Christmas party I needed it for on NOVEMBER 30! And YES, since I HAD TO accept delivery, it arrived and the one area of plastic was torn, I took a look at the rug only to find, this does NOT LOOK LIKE the color rug I even ordered. I have no idea if it's the style, as I did not open it entirely! It's supposed to be an IVORY rug... the rug is a MED BEIGE

Now, you say you have records of all emails and calls, GREAT, as do I! I called on March 4 to the *******447 number [surely you have the date and time as I do] only to be told I have to wait 48 hours since the gal is busy and will get back to me. I found this odd and just another way of blowing me off! Well, as of the date of this review, I still NEVER received a call, an email or any communication, once AGAIN! That is, until now! Surely you'll state otherwise. Rugs Direct appears to have many answers but no real solutions!... Everything is just so wrong about this order and I've NEVER EVER had an experience like this and I order approximately 3K-5K a month in different items.

I ordered 4 rugs from Rugs Direct. One was for my foyer, two for my kitchen, and one for my trailer at the lake. First of all my rugs did not all come in a timely manner. I got several emails updating me on the shipment, but had to wait for 3 of the 4 rugs.

When the foyer rug finally came, it was the wrong color, so I contacted Rugs Direct as their return policy instructs, got a Return Authorization Number, and returned the rug, no questions asked. As per their policy, I had to pay return shipping charges, but I received a prompt refund. No problem.

My difficulty with Rugs Direct started after the next 2 shipments. I'm writing this review to warn other customers and hopefully save someone else from having the problems I had with this company. I feel they are very rigid in their policies and will not make any exceptions. I have never dealt with such an uncooperative company and I would not do business with them again.

When the rugs for my kitchen arrived, I could tell they were the wrong color without opening the package, so I asked my delivery driver if there was any way I could avoid return shipping charges, and he said I should refuse the shipment. I did as he said and consequently the rug went back to the vendor and I was charged a $50.04 restocking fee and a $8.26 shipping fee. I did not realize this would happen. The return policy says:

"No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without an RA# or are shipped to the wrong address will incur additional freight costs and a 20% service fee."

I guess I was wrong, but I thought the rug would go back to Rugs Direct without a problem. I was trying to save money by refusing the shipment. I didn't realize I would be charged a restocking fee and return shipping. I understand the restocking fee even though I think it's an unreasonable amount, but I don't think they were supposed to charge me return shipping. The whole point behind refusing a shipment is to avoid shipping charges. So, be forewarned. They have your charge account number and they can charge you whatever they wish for whatever reason, and say it's their return policy.

When the rug for the lake arrived, I was unable to take it to my trailer for 6 weeks (about 2 weeks past the 30 day limit). We were unable to access our trailer because of the snow. I didn't think this would be a problem, so when I finally took the rug to my trailer and realized it was not the right color, I called Rugs Direct thinking they would grant me an exception to their 30 day return policy, but that wasn't the case. They said the FTC (Federal Trade Commission) won't allow them to take back a rug after 30 days because after 30 days it's not considered first quality. The customer service representative said if it had only been a week, she may have been able to help me, but not after this amount of time. That's outrageous! It was only 2 weeks after the 30 days, not 2 months. I don't understand. The representative had no empathy and no mercy. I think they are being very unreasonable. They would accept a return 1 week after the deadline, but not 2 weeks? This rug is in their current inventory. It's 1st quality merchandise.

In my opinion Rugs Direct has unreasonable and rigid rules and policies and I would not do business with them in the future. I deeply regret becoming involved with such an uncooperative company.