Bought 2 identical rugs. They were not as described on website. Definitely not soft, not reversible. I called to arrange a return, waited on hold for over 25 mins. Encountered a customer ""advocate"" named Lance. He was confrontational from the onset and would not provide return shipping on the rugs. He denied that the rugs were described as soft on their website. I told him that we could not stand on the rugs, as they were very rough & coarse. He told me that I would have to pay for return since the only reason I was returning was ""because I didn't like them and changed my mind."" I asked him not to put words in my mouth and became extremely rude and challenging. He kept talking over me. I asked to speak to his supervisor. After waiting again, a ""customer lead"" named Tim came on, and I asked him to listen to the conversation recording and how I was rudely treated by Lance. I asked if he was aware of what my issue was, and he said he was told that I don't want to pay for return shipping of rugs & that I changed my mind about. I told him, that was not the case. The rugs were not described accurately on their website and asked him to read the description. He then went on to school me about the wording. What else is the word ""soft"" supposed to mean? He was also very challenging and disrespectful. He said he would meet me half way - that I would need to pay for one rug, and he would allow free shipping on the other rug. I told him that was unacceptable, and that I would rather just donate them, than to deal with this type of disregardful customer service. He put me on hold again, and then came on and said as a ""one time courtesy"" he would authorize free shipping return on both rugs. He said that Fed Ex would send me a link for the shipping labels, then repeated to to me that this is only a one time occurrence He asked if he had taken care of what I wanted and I replied ""no,"" as I should not have been treated so poorly and disrespectfully prior to resolving the issue
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