I found a couple rugs on the website and I went to purchase them with my credit card. There was a glitch and the payment didn't go through, so I emailed The Rug House to see how I could get the payment sorted. I received an email back from someone in customer service (not Elaine) who said that if I wanted to cancel the order that was okay. Well, I didn't want to cancel the order I wanted the rugs, I just wanted to pay for them! So, I emailed back that I still wanted the order, didn't hear anything for more than a day, and emailed again, sharing my frustration.
Elaine called me straight away and took care of my order. Although the original rug I wanted was out of stock, Elaine offered a substitute rug which was more expensive but was given to me for the original rug's price.
Elaine offered exceptional customer service and called to follow-up to make sure everything was okay with my order. She apologized for the original mistakes and corrected everything.
My rugs were delivered super-fast and I'm delighted with them.
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