topic Re: Mess From Royal Palace Rugs in Customer Care

Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 03:37:14 GMT

Placed orders for four 4 x 6 1/2 rugs and one 3 x 9 1/2 runner from Royal Palace Rug show over a week ago. All rugs were ordered in Ivory.

Received all five bundles today. Opened the first which was labeled a runner on the outside of the package. Inside? It was GARNET. Do you have any idea how difficult it is to reroll a 9 1/2' runner and stuff it into a plastic bundle? Then tape it back closed to fit its original dimensions? Took a lot of tape and determination, but it's back inside that little sack-like package!

Called QVC and asked them to have UPS pick-up the WRONG item. No, they are having USPS pick it up. (It will be the slow method, of course. Meaning it won't leave Lincoln for another week!) Frankly, I'm fed up with this nonsense of returning mistakes made by QVC and/or vendors . . . yet the customers have to wait on QVC slow return shipping.

I moved on to bundle #2. It appeared to be the wrong size just by appearance! Looked at the end of the bundle and sure enough. Wrong item sent. Another runner. Didn't open it. Marked it: "RETURN TO SENDER - WRONG ITEM SENT"

Moved on to bundle #3. Another runner. Didn't bother to open it either. Marked it: "RETURN TO SENDER - WRONG ITEM SENT"

Moved on to bendle #4 - Finally the correct size on the end of the bundle! Carefully, I opened the end of the package and peaked into the wrapping. Opening wide enough to see the color of the 4 x 6 1/2 rug. It was Ivory! Took the scissors and cut it open. It is more beautiful than previous Royal Palace rugs I've ordered and is exactly what I wanted. Oh, happy day!

On to bundle #5. Carefully opened the end of the package and peaked for the color. It was also Ivory! So thick and plush; very pretty. Two out of five rugs are now living next to two bathtubs. Wish I had the other 4 x 6 1/2 rugs for the other bathrooms and the runner for in front of the double sinks in the master bathroom! Unfortunately, Ivory is sold out.

Not pleased with the way Royal Palace has handled this hour-long special on their rugs and their way of pulling stock. I would much rather have had someone contact me and ASK if I wanted a different color or size. Of course I don't want GARNET in my bathrooms. Are they nuts to assume? Or are their employees simply careless with 60% of the orders to one address? Not a very good percentage IMO.

QVC or Royal Palace will be picking up the return S&H since these mistakes have nothing to do with me. Very disappointed how this was handled. No excuse for this type (and percentage) of mistakes. Very disappointed in Royal Palace.

PS: Hope their rugs are as durable as in the past. Don't want to be disappointed in the two I have received. Wouldn't that be the final straw?

Re: Mess From Royal Palace Rugs

Mistreatedbycs — Fri, 17 Aug 2018 03:50:18 GMT

Oh my, now try to get that all straightened out, so sorry that happened.

My mom had tons of oriental hand knotted rugs allover the house, the bedrooms, hallways, living room, family room but never had one in a bathroom....that's new to me.

Are they OK when you get out of the tub and possibly get them wet? I know with my mom's, anything dropped or spilled, she grabbed a towel immediately and blotted the rug until it was quite dry.

Re: Mess From Royal Palace Rugs

Kachina624 — Fri, 17 Aug 2018 03:57:48 GMT

I can't imagine an ivory rug in the bathroom as messy as I am. I bet they're beautiful though. I hope you can get your hands on another @BirkiLady.

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 06:45:13 GMT

@Kachina624I've had wool ivory Royal Palace rugs for years but they have fringe, which I never liked. Often considered having the fringe removed and the edges finished by a carpet company, but never did so. When I saw Royal Palace was having a one hour show I decided "this was the time to replace those bathroom rugs!"

Mom loved wool carpeting. We grew up with wool carpeting and I don't remember it ever becoming soiled or stained anywhere. Thus, I've never had any other kind of carpeting. It resists spills. If something is dropped, it's easily blotted up (or vacuumed up). It's soft to walk on, easy on the feet and back, very warm, doesn't fade, durable for years and regular vacuuming (in different directions) is the best care. Wool does not show traffic patterns either.

These are small enough that I'm able to take them outside, shake them, drape them over the fence and spray them with the hose! The natural oils in the wool protect the rug itself, but also release any dust, cosmetics, or hand/body lotions I may have spilled. I let them dry outside for the afternoon. They are like new and smell so fresh!

ETA: Have very little feeling in my feet and legs due to diabetic neuropathy, but I'm able to exercise my toes and foot muscles before and after bathing on the wool rugs. The wool rugs seem to have kept the neuropathy from moving up my legs. (No proven medical fact; just my own trials.) We removed the tile floors to help my feet and legs many years ago.

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 06:59:58 GMT

@Mistreatedbycs Love oriental rugs! And, yes, I have a couple of them. Although they are inherited and not nearly as thick and plush as the Royal Palace rugs. They are much more intricate and detailed in their beauty. Yes, I do have to be more careful with my oriental rugs. They no longer have the natural oils in the wools and, like your mom, I'm quick to blot anything and I would never use them in the bathroom. I'm not sure if the dyes in heirloom rugs are vegetable dyes, which is often the case. I have had mine cleaned professionally.

As far as getting the Royal Palace rugs wet? Not a problem. I step out of the tub or shower onto the rug to dry off. The natural oils of the wool protect the rug from any damage. (Sort of like an dog or cat when they become damp in the rain.) I move on to other parts of the bathroom to finish getting ready. By the time I turn the ceiling fan and lights off, the rug is dry. It's really quite remarkable.

Re: Mess From Royal Palace Rugs

Kachina624 — Fri, 17 Aug 2018 07:30:10 GMT

@BirkiLady I grew up with a large wool dark blue area rug in our living room. Mother often sang the praises of wool, although she hated the blue which showed everything. It showed one stain....a friend came over to visit and brought her little sister who was in diapers. The kid peed on the edge of the rug and it went unnoticed for a long time. Eventually we noticed a brownish yellow stain that mother was never able to get rid of. Boy was she mad

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 17:36:45 GMT

@Kachina624 Ahhhh . . . yep, urine would ruin anything. Your mom has a great wool rug and had every right to be upset.

Such a shame the friend wasn't more considerate when visiting other homes. Usually people with kids in diapers take lots of clean diapers as well as thick quilts so the kids don't ever sit on other peoples carpets or furniture! DUH. So sorry that happened.

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 17:44:29 GMT

CORRECTION: The size is 3' x 4'6" for the four rugs originally ordered. I only have two. Am returning two unopened (which were runners) and one GARNET runner. Geeze, could it be a bigger mess? Now, I'm finding humor in the stupidity of this mess! My mail carrier isn't going to see any humor when he/she picks up these rolls of heavy rugs and puts them into that tiny little truck. Oh, Dear.

ETA: I also checked the IVORY. This Ivory is much darker than my previous ivory rugs from Royal Palace. They are fine for my bathrooms. Nice border of cabbage roses done in greens, roses, blues, some yellows . . . maybe more colors. I really haven't paid attention. It's nice to have NO FRINGE! Pretty. Wish I had the other two as ordered and the long runner. Dang.

Re: Mess From Royal Palace Rugs

Lilysmom — Fri, 17 Aug 2018 09:23:48 GMT

@BirkiLady, what a nuisance! It’s not like they are easy to store awaiting pickup.

I have RP in my bathrooms as well. Love them! LM

Re: Mess From Royal Palace Rugs

jlkz — Fri, 17 Aug 2018 14:47:37 GMT

@Kachina624

This cream wool rug with tulips on the edges has been in my bathroom for almost 30 years. So far, so good.

Would never have it in DH’s bathroom, lol !

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 17:45:59 GMT

@Lilysmom @jlkz Aren't they the best in bathrooms? Thanks for posting a picture of your gorgeous tulip rug (no fringe!) in your lovely bathroom! Sometimes my lifestyle seems to be one-of-a-kind. You both validate my decorating tastes. Cheers to all of us.

Re: Mess From Royal Palace Rugs

Beth-QVC — Fri, 17 Aug 2018 19:17:41 GMT

@BirkiLady

I am so sorry for the mess up with your order! I see that you contacted customer service - did they arrange for a pick up to return the rugs without inconveniencing you even more?

Beth QVC

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 19:40:57 GMT

@Beth-QVC Thanks your comment. QVC has arranged for one pick-up. The one package I actually opened and called about the wrong color.

When I called the second time, the CSR wanted me to open the other two packages. I refused since I don't have enough packing tape to retape the bulky plastic surrounding the rugs! I'm not going to buy additional packing tape for Royal Palace's crazy mistakes. The CSR at QVC understood, but did not offer to have those two packages picked up.

Therefore, I have them sitting on my front porch with the package my USPS carrier expects to pick up. He is an amazing carrier and I'm confident he will take it graciously. I have an excellent relationship with USPS, as well as UPS. Both are wonderful in our community and go the extra mile for customers (as far as I know).

The only problem is QVC uses the slow return policy. Those return packages won't leave Lincoln for another week. Anything delivered on Thursday (if returned on Friday), doesn't leave Lincoln until the following week. Then it takes another week to arrive at QVC; followed by another 7-10 days for the credit to appear on my VISA. It is frustrating to the customer to have those charges on our credit cards for such a lengthy time. There must be a better way for QVC to accommodate their customers when returning mistakes! This system is not working well.

USPS should be here in about an hour. I'm confident all three packages will be taken. Thanks so much for asking!

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 22:06:27 GMT

@Beth-QVC Here is the latest on the packages. USPS picked up one package. However, I forgot all packages had originally been delivered by UPS . . . not USPS. He was unable to take the remaining two packages marked, "RETURN TO SENDER."

Am slightly disappointed the QVC CSR didn't offer to have those two packages picked up.

I loaded both packages into my car and took them to the UPS store. They are on the way back to QVC. Wonder if UPS will return them in a timely manner? This may be a good thing! <grin>

Hope someone from QVC follows up on my credits. I have no way of tracking any of the packages, which is not a good feeling.

Re: Mess From Royal Palace Rugs

Beth-QVC — Fri, 17 Aug 2018 22:13:03 GMT

@BirkiLady

Again sorry for the lack of assistance but I will monitor the progress of the returns and ensure you get your refunds.

Beth QVC

Re: Mess From Royal Palace Rugs

blackhole99 — Fri, 17 Aug 2018 22:23:19 GMT

I have Royal Palace rugs in every room in my house. When we remodeled the bathroom 2 years ago I bought those wool rugs they made that looked like flowers. I have a large one at the tub and a smaller one by the sink and so far so good. One time the Q sent me the wrong rug and I actually benefited from it. I ordered a much smaller rug in a different color and CS said if I didn't mind the size and color, let's just call it even. It still resides in my living room after all these years. I considered it a windfall. Hope you get your rugs taken care of.

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 22:29:15 GMT

@blackhole99 Someone was very, very kind to you! I'd feel uncomfortable doing that. Glad to have them on their way back. Will be most comfortable when I know they have arrived at QVC . . . and relieved when the credit is issued sometime in September!

All in all, everyone has been kind. It's not that big of a deal in the scope of things. A nuisance.

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 22:32:20 GMT

@Beth-QVC You don't need to apologise. It will all work out. Just a nuisance. I'm very pleased with the two rugs in two bathrooms! (Sounds crazy, doesn't it?)

Thanks, again, for your help.

Re: Mess From Royal Palace Rugs

dooBdoo — Fri, 17 Aug 2018 22:57:20 GMT

Just want to say I love your positive attitude, @BirkiLady! I hope the last chapter in this tale will be a good one. With @Beth-QVC, and all the helpful posters, on your side... it's looking brighter!😊

Re: Mess From Royal Palace Rugs

BirkiLady — Fri, 17 Aug 2018 23:07:16 GMT

@dooBdooIt was only "dark" when I was trying to get that GARNET runner back into the sack and retaping the first package so everything fit! Oh, what an ordeal. LOL

Once I found the two packages with the right sized rugs, I was almost happy. Then as I peaked in and could see IVORY wood in the last two packages, all was right with the world again!

Stuff happens. I don't have time for drama or complaints.