Dumping Damaged Product We purchased a $2,000 12 x 15 rug for a second floor bedroom from Grayson living. When it was delivered, it was placed in our garage because we were having some renovations done to the bedroom, and it wasn’t touched until a few weeks later when the work was complete. We hired a moving company to bring the rug upstairs because of the weight. The movers hadn’t even finished unrolling it when they called us upstairs in surprise and showed us a large hole and tears in the rug. We contacted Grayson immediately after and they began a claims process. Their meager offer to us was $200 toward the repair because we hadn’t told them about the damaged product within a week after receiving it. This was not possible (nor reasonable) because the rug was too heavy for us to manipulate and we also never dreamed Grayson would be sending us what was obviously damaged goods. Apparently that’s part of the policy in their fine print. Our reply was that we never would have considered purchasing a damaged rug, let alone one which would end up costing full price or more and require us to work through a repair process. Grayson would not budge. It’s not uncommon for a business to occasionally fail to meet normal expectations. What defines them is how they behave once they learn that they have failed. Quality businesses know how to turn negative customer experiences into positives by exceeding their expectations in resolving issues, often resulting in higher satisfaction and customer loyalty than getting it right the first time. That’s clearly not the case here as Grayson’s priority appears to be to hide behind the fine print and dump their damaged goods on unsuspecting consumers.