LAS VEGAS, NEVADA -- We were furnishing our new home and needed an area rug. We went to NW Rugs, and purchased a $400 rug which needed to be "special ordered." They originally told us 3 weeks for delivery, but two weeks later they told us it will be 2 additional months for it to be ordered. I politely advised them this was not acceptable, and asked for a refund. She stated this is policy, and manager would reach out to us.
I explained because it would take two additional months they could easily cancel and refund our order. The rug hasn't even been started on. It's been TWO weeks since our order which will take three months all together to receive our product. We also used cash because the business is family ran, and we wanted NW Rugs to avoid any credit card surcharges from their merchant company. My wife and support family business as much as possible, but this is a huge slap in the face!
PORTLAND, OREGON -- My wife and I recently purchased a house in the St. John's area of Portland OR. While on the way to Jantzen beach to look around, we decided to stop into the local NW Rugs shop to see what they carried. We are in the process of furnishing this house and rugs as well as furniture are on the top of our list. When we walked in I was of course approached by a salesman who asked how we were doing and if he could help us find something. I told him that we were simply looking around. He then pressed the issue stating that maybe if we told him what we were looking for. At this point I became a little irritated at his car-salesman persistence.
I informed him that if I needed anything that I would let him know, but that we were going to look around. He said "Actually I can't let you do that, it's store policy I can't let you walk around here by yourself." I was completely shocked at this statement, so I informed him that that was fine we would go then. I grabbed all three of the business cards on the desk as the actual salesman did not have a name-tag on for me to identify him. Albeit there were only 3 business cards so it should not be hard to narrow it down who it was.
I found his response completely rude and unprofessional. If this was truly a "Store-policy" then he should have informed me why it was. The truth is that it was 20 minutes to close, and I was dressed in a t-shirt and shorts and look like I'm in my early 20's. Or perhaps it was because my wife is Asian?
Either way I have contacted the BBB of Oregon/WA and am also contacting their corporate office to inquire as to the true "Store-Policy". Do yourself a favor, don't shop at a company that does not have the professionalism required to hire employees that have the ability to communicate correctly. DON'T SHOP AT NW RUGS!!
Was called and talked to the regional manager. He apologized and clarified that it would not happen again, and that it was not store policy.
WILSONVILLE, OREGON -- Charge in Dispute: $1795 from NW Rugs, 29660 SW Town Center Loop W, Wilsonville, OR, 97070. 1-503-682-7847. They have stores in: L.A., Las Vegas, and Portland, Oregon metro area. Corporate headquarters: 28610 Canwood Street, Agoura Hills, CA 91301. Wilsonville, Oregon store: 29660 SW Town Center Loop W, Wilsonville, OR 97070, 503-682-7847.
5/12/04: Purchased a rug from NW Rugs. The size I wanted was not in stock so it was ordered. Salesperson: **. I asked her if I could return the rug if the colors were not right. She said yes. I asked about delivery time and she said that another store might have it in stock and that it would be sent over right away. Otherwise it would be 2-4 weeks. That VERY LEADING statement is indicative of an in stock item.
5/14/04: I called to cancel the rug as I found another one. ** said I could not cancel it and she would not refund my money. At that point she told me that the special order could not be cancelled. I was NEVER NEVER told that. I was told I could return it. ** said she would only give me store credit. I do not want store credit. I want my charge reversed. I do not have the rug. They refuse. ** at NW Rugs Wilsonville, Oregon was very rude and he said policy is policy and he said I was rude. **, the manager was to call me back and he never called. ** at NW Rugs corporate was to call me back and she never called.
I do not have the rug. I have refused delivery of the rug. The rug is not in my possession nor has it ever been. I refuse to pay for this rug. I called UPS and indicated that delivery of the rug was refused by me. I called MC and asked how to dispute this charge. They told me to put all this in writing and when the bill came, to dispute the charge. I have filed a complaint with the Better Business Bureau of Washington and Oregon.
Base on NW Rugs policy which is post it on store and write in invoice for customer to see and sign at time of purchase, and because of cost of delivery NW Rugs do not cancel, return, or exchange any order, this policy is written on invoice for customer to read and sign. sorry for any convenient.