Shun H
Site Experience FeedbackAug 12, 2026
II have been trying to purchase this rug for several weeks, but I was unable to complete the purchase because the delivery fee was almost $600. I believed this was an error, especially since I found other rugs of the same size with delivery fees around $60.
I initially contacted customer service through the online chat, but they were unable to provide any assistance or resolve the issue. I then called the 800 number and was told that the nearly $600 delivery fee was required because the rug had to be “special delivered.” I did not feel that explanation made sense based on the size and cost of the item.
Yesterday, I called again and explained the situation. Thankfully, the representative took the time to listen and understand my concern. He contacted another department on my behalf and advised me that I should hear back within approximately 24 hours.
This morning, I checked the order online and noticed that the delivery fee had been corrected. I was finally able to purchase the rug.
I appreciate the representative who took the time to listen, investigate the issue, and escalate it to the appropriate department. However, I am disappointed that it took several attempts and multiple contacts with customer service before the issue was properly addressed.