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Royal Rug and Tile - Royal Rug & Tile, St. Pete, FL, Pathetic Refund Policy

On 7/10/2007, we submitted an order for floor tile during an "in home" estimate. The title was out of stock and had to be ordered from the manufacturer so Royal Rugs required payment in advance. The order was paid for using personal check, with delivery expected within 7 weeks. In or around October Royal Rug & Tile was contacted and stated the tiles were being discontinued and were no longer being manufacturer. We understood and asked that a refund be issued. Weeks went by with no word or refund from Royal Rug. In November 2007 we sent a strong (but professional) e-mail requesting our refund. We received a response stating the 4th Street North stored had to forward a request to the CFO asking for a refund. Since that time we have sent several e-mails with the same response, stating the request had to be authorized by the CFO. On 12/29/07, I spoke with the store manager at Royal Rug & Tile on 4th Street, North. The store Mgr. apologized stating he could do nothing without CFO authorization. The store Mgr. stated their refund procedure has caused problems with many customers in the past but that the CFO controls all refunds. The store Mgr. could not explain WHY our refund could not be returned immediately. He claimed to understand our frustration but could do nothing to solve our problem. I have left two (2) voice mail messages with the CFO (Bill) who has not had the courtesy to return my calls. (I can not recall Bill's last name but he can be contacted at: 727-544-****) This is not a case of returned merchandise, rather it is a failure by Royal Rugs to produce as they had agreed. We paid Royal Rugs for tile they could not deliver thus it only makes sense a full refund is in order. It is unconceivable WHY a refund was not issued immediately. In fact it appears more like theft rather than just bad business practices.
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#110518 Review #110518 is a subjective opinion of poster.
Herndon, Virginia