Stuck with a compromised rug
ordered what I thought would be a beautiful rug from Cailini coastal.
On the day of delivery , I noticed how odd the packaging was . Usually rugs are rolled up and covered with thick plastic for shipping . This package was an awkward rectangle plastic package , and the rug inside was folded like a dinner napkin . This is a thick jute rug mind you , Upon opening the top of the package , I could immediately smell a strong odor and I felt the rug to find out it was very wet . I further unpacked it to see that the whole thing was wet and looked like it had at some point been repackaged as the original tie ribbons were wadded inside the folds . I attempted to contact customer support, but no phone number just antiquated email contact. I took pictures and videos of the wet rug and sent them. I told them I wanted a full refund and prepaid shipping label . No response. I emailed again stating that I expected a much higher quality of customer service and needed to return this rug ( I even decided to dry the rug outside in the breeze for an easier rolled up return ). I received a response that a team would look into this , and then another response saying the team decided I wouldn’t be able to return it as it was on “final clearance” , which was not the case when I ordered it or I wouldn’t have ordered it , they had no sympathy for my situation . They then told me they would be refunding me 15% off for my trouble . They could have at least sent me another rug one that wasn’t wet . So I am now stuck with a compromised rug, that was completely wet and still smells . I feel I have been overlooked.
I will never purchase from Cailini coastal again . Their website looks amazing but all that glitters isn’t gold . Their customer service is poor , they could have easily taken back their rug and given me a full refund . They didn’t even look into WHY the rug was wet , and hence take action to ensure this doesn’t happen to other customers . No apology, just an unprofessional cold 15% off discount thrown back to me.
Buyer beware.
C. Massie
Palm coast