Rugs DirectReviews 110

As I read the reviews it appears there are many who had the same misfortune that I did doing business with this company. They are criminal in their business dealings.

I am a decorator and bought two rugs for a client. One called Stratton and when it arrived it had a fowl odor and ripples along the edge about a foot long. I assured the client that the odor would dissipate and that the ripples would settle in a week or so.

Two weeks passed and neither corrected itself. I had called prior to the purchase and asked about the return policy and was told that a credit to account would be given for returns. So I called company for a return slip. I was told to send a picture of the defect and an explanation and that they would get back to me in 48 hours. When they did get beck to me they said it was sent to a claims department and that their solution was for an additional purchase of a rug pad to hide the damage. WHAT? Of course that wasn't a solution so I said we would be sending the rug back and their response was that we had to pay for shipping to get their defected merchandise back to them in order for my client to get their refunded money credited to them their account.

It cost me as the hired decorator $156 to send this company their product back. And I am not on The clock to get the client a new rug to replace this defected one. I WOULD NEVER RECOMMEND DOING BUSINESS WITH THIS COMPANY.

I was eagerly awaiting my rug and it took about 3 weeks to receive. It was so low quality that after three weeks of trying to flatten it out, we gave up. You could even see the backing from the top side of the rug!

When I called to return, they happily sent me the RMA along with the $227 quote to ship it back. I paid $239 for it, so that basically means I would get $12 back. Then Annette (customer service) suggests that maybe I should try to sell it on eBay. She goes on to say that their return policy clearly states that the customer is responsible for the shipping on the return. Yes, but they do not tell you that the shipping is about the same price at the merchandise. What a scam!

First they send the wrong rug. THEN THEY CHARGE ME AN ADDITIONAL $90 for the rug they incorrectly sent (incidentally the shipping slip on that rug showed a purchase price of $59.99 with shipping of $6.99). Now i have two charges for a rug i still have yet to receive... it will be almost a month since the beginning of this experience. I am ready to spit nails. Enough said. I would give this shoddy company a zero star rating if I could.

From start to finish this is the worst experience I've had with any online company. Here's the list of complaints - 1) item was not in stock but it was indicated that it was, 2) item was backordered but I only received one notice, 3) my credit card was charged weekly, an authorization of funds for the total amount of the rug, 4) the item did not arrive until 2 months after it was ordered, 5) the item was a completely different color than pictured at the website, 6) when I called customer service saying I wanted to return it I was told I had to pay return shipping.

Mixed review on this site. They sell area rugs and lots of them. They have all the name brands and all available colors and sizes. We found the rugs we wanted and looked them up by manufacterer and name.

Very good on the prices. If your order goes without a hitch this website is a fantastic find.

Medium to low on the customer service. If you have a little problem, prepare to invest some time to get it fixed.

Example: We placed an order and they shipped us the wrong rug. It had the tag on it for the rug we ordered but it was the wrong rug (wooo - some ugly seashell thing!). We took pictures of the tag and the pattern and sent them with our order # and what went wrong. It took 11 emails before I had my husband call and talk to a person (who wanted us to wait 3 days to talk to our e-mail contact) and then a supervisor. The supervisor was great and ordered a return kit and ordered our correct rug. It shouldn't take that many communications to get problems fixed.