If I can give 0 start or negative points, I would've done so. The company is not honoring what they agreed on, instead, kept saying it is my own misunderstanding. I originally placed the order for a 7 x 10 rug in Jan/Feb 2019 and few days passed by, never got a shipping notification, I reached out to the customer service, and was told the rug I placed is on back order to April (however, when I placed the order, it said it is in stock). I was not happy no one ever contacted me and then I was offered with several other rug options if I'd like to purchase rather than waiting for the original one. There was one option I thought it potentially might work out, however the price was higher than my original order, therefore, prior I placed the order, I emailed the customer service and asked I want to make sure if I don't like the higher priced rug, I can go back to my original order and get the price different refund along with a free return shipping and if all yes then I will place the order. Here is the response I got from the customer service: [Because we ship to you for free, the only way to qualify for free return shipping would be with an exchange order of equal or greater value. Oversize items (8’ wide or larger) do not normally qualify for the free return shipping promotion, but I can make this exception for you.] Based on the reply I got, it sounds like I will get a free return shipping hence, I placed the order. I received the higher priced rug and did not like it, I reached out to the company and asked for a free returning label and now basically they are saying it's my own misunderstanding, they never say I could've had a free return shipping label. This time, I called and spoke with the supervisor and still, the supervisor insisted it's my own misunderstanding, I explained how this could be a misunderstanding? I asked specifically whether I will get a price difference refund (because I'm fine going back to my original order) along with free return shipping for this higher priced rug and according to the answered they emailed back to me, they stated they would make an exception for me. The supervisor kept saying it's my own misunderstanding of their policy.... it felt like we were just talking in a loop..... Therefore, I thanked her to let her know, well at least your company is fast at replying email and answering phones, some companies don't have that. But the way you deal with the customer is NOT professional. In my opinion, they cannot just say it's my misunderstanding when it is truly not. I let her know I'd pay for the returning shipping and I want my refund for both order and do my business somewhere else, and I will definitely spend my time and effort to file a complaint about their business, I'm not trying to be a difficult customer, but this is way off line, when your company simply just use "misunderstanding of your policy" as an answer, that's NOT OK or appropriate. I ended up having to pay the shipping which cost me around $230 because otherwise, I won't get my refund. The customer service basically was like well you have to send the rug back within 14 days upon receiving to get your refund. since they broke the promise that they won't give me a free shipping label, I had to pay the return on my own cost. I contacted Better Business Beaurau but no resolution.