Rugs USAReviews 2,679

I bought this outdoor rug for my patio and upon rolling it out, loved it. The colors were bright and vibrant. However within a month or two, the colors faded---orange became yellow, etc. I was OK with that, however within 6 months, the edges and corners began fraying, so much so that people trip over it. When I phoned RugsUSA (calls are not within the USA however), a supervisor told me that they can only replace or guarantee up to 90 days. So, be warned, this $200+ rug is only good temporarily. I would not do business with a company that does not reasonably stand behind their product.

I am writing this review - BUYERS BEWARE. The company sold me a BUG INFESTED RUG and then refuses, despite many assurances that it will make things right, to pay for the damages its product causes.

I ordered a rug from Rugs USA in June of 2020. When it arrived, the package had a strange odor; like it had been sitting in a damp basement for quite sometime. I assumed it simply got wet during shipping.

Upon opening the package and unrolling the rug in my home, I was shocked to, literally, see HUNDREDS of dead and alive INSECTS in the packaging and in the RUG itself. It was one of most disgusting sights I ever seen; even though I was a Public Health Inspector/Director for over 30 years.

The infestation of insects was so invasive and, apparently, for so long a time that it had actually eaten/destroyed sections of the wool rug. I was disgusted and physically sickened at the sight/smell of a rug full of insects inside my house.

I immediately called Rugs USA and sent It photos. They returned my payment for the rug, but I never received, despite numerous promises that they would take responsibility, reimbursement for the extermination and cleaning of my home. I even provided, as they requested, documentation of the costs.

I honestly have no idea how this company remains in business! This is the second time I've ordered from this lackluster organization and for the second time, I've received a rug nowhere near what I originally ordered. I've only ordered from this company due to their good prices but they can rest assured it will be the last time I do so. My first order took far longer than it needed to and after I finally received the(incorrect) rug, had to re-wrap it myself and wait days for pick up. Fast-forward three weeks later and I finally received the correct rug. The second time I ordered, I hoped my previous experience had simply been a fluke. Alas, my hopes were dashed, as I received the same results: an inexplicably long wait and the wrong rug. The warehouse must be run by a bunch of drunken Neanderthals because no one at this company seems to know a thing about how to actually sell a rug. Do yourself the favor and go to HomeGoods instead.

Do NOT order a rug from this company! I was sent the wrong rug, and upon contacting customer service, was given the worst "service" I have ever received. They told me for weeks that I could exchange for the correct item, but everytime i asked for an update, I was told to ask for a few more days. After weeks of this, they told me the item was now back ordered for months and I wouldn't be receiving it. This experience has been nothing but a hassle, please do NOT give these people your business, it is not worth the struggles!

I chatted with Mark G from customer service on June 15 and found him to be very helpful. We wanted to exchange a rug we bought for another rug but were worried about the return cost with shipping, which was a lot. He was able to quickly help us with the return and offered us free shipping, which took a huge weight off our back! Nothing was wrong with the first rug. We just thought the colors would match our house better and couldn't shop in person because of COVID. We are very happy with our second rug and feel that the price on both were great deals.

I purchased some rugs on 7/6/2020. Wanted shipping to be delayed a few days (we're moving into a new house, and I needed the rugs to be delayed a few days but wanted to take advantage of the July 4th sale). I called shortly after placing the order, and the representatives assured me that they will be able to delay the order after I get a shipping confirmation. I just needed to call back after getting a shipping confirmation email. After getting a shipping confirmation, I call back to try to confirm the delay, and the representative tells me that in fact they cannot delay the order, and I also cannot cancel because there was already a shipping confirmation. Will never be purchasing from this company again

I had heard so many good things about this company and I needed a couple of new rugs so I decided to give them a try. I found a style I really loved so I ordered two. One was a runner and the other was an area rug for my living room. I also ordered two rug pads which were the same size of the rugs I ordered. When I placed the order, I was notified the the pad for the runner was on back order and that it might be awhile before it arrived, which I was ok. Shortly after ordering, though, I received notification that both of my rug pads had shipped. They arrived with no problems and shortly thereafter, I received my runner, but no area rug. A month went by with no change so I reached out to the company to inquire if there was any way to see when the rug would be shipped and was told that the rug was on back order, which I was never notified of, and I wouldn't receive it for 3-6 months. A couple of days later, I got another notification that my order had shipped, but what arrived was a third rug pad, which I did not order. I reached out to the company again to ask how to return the third rug pad and to see if my order still reflected that I was supposed to receive my area rug. They told me that the rug was still on back order and they they cancelled the order and refunded my money and that I could keep the third rug pad, but I never told them that I wanted to cancel my order... I'm just so disappointed because I really loved the products I had received so far, but the lack of communication and good customer service I received is such a shame.

The rug looked fine at first until I walked on it barefoot after some use. After being impaled in the heel 3 times, I surveyed the rug on my hands and knees, and counted at least 10+ equal-sized metal threads coming out of the rug. When I complained to Rugs USA about why/how this was happening and to let them know other customers (kids, adults, pets) could be affected, their *only* response to me was that the rug could not be returned and "this cannot be bypassed by anyone within our company." I didn't even ASK for a refund; I asked why a rug to be used in a household would have metal threads in it which could cause people harm.

Buyer beware.

This company is a scam! I tried leaving a review on the website and they would not let me so I'm leaving the review here.
Never received my order!
Do not buy from this company! I ordered this rug April 24 and still have not received it! I was told the rug was on back order and would come in April 30th. April 30th came and still no tracking information so I waited and called, I was told to wait 3-5 business days. I waited a week and half still no response. I called again was told the warehouse had just received a huge shipment of these rugs and would ship as soon as possible Still nothing! I called again spoke with a woman she said she would talk to warehouse and call me back. She never called me back and still no rug. I called another time after that and then called today May 26th and was told that my rug was sent to Fed Ex and Fed Ex reporter it was damaged so it was returned and now they are saying I need to wait until July! For the next shipment! This company has the worst customer service and lies. They still have not refunded my money! I do not recommend buying this rug as they are showing it's available when it's not!

The rug looks good- too bad it smells so bad. It stunk our entire living area up (living, dining, kitchen)- the odor hit me every time I walked into the house. I reached out to customer support and it took them 5 days to respond. They basically suggested different ways to get rid of the odor and told me that in "most cases" these techniques work (well ventilated room- fan- open windows, etc.). Which tells me that these odors are common. Yuck. Spend a little more and buy somewhere else.

After reading quite a few bad reviews about this company, I was very hesitant to order from them. However, when I saw a lamp I wanted at half the price Overstock was selling it, I took a chance. I bought two of the lamps. Delivery was fast, and the lamps arrived in pristine condition. Even the lampshades were perfect, and I've had issues with lampshades from Wayfair and Overstock, but not these. I got two lamps for the price of one on Overstock and couldn't be happier.

If you order from them you probably won't get a rug. Won't get your money back either. What you WILL get is lies. Every single person I communicated with lied... "Your order is ready to ship." "We have escalated the follow up to our warehouse." "It's just waiting to be picked up." Allow 24-48 hrs for the tracking number." "Only my supervisor can issue a refund." "My supervisor is in a meeting." "My supervisor will call you back in two hours." ALL LIES! They took my money, didn't ever ship the order, and wouldn't give my money back. Bunch of thieves. This place is a scam. Don't buy from them!

Disappointing
I ordered 2 rugs one for my dining room and a runner for my kitchen. I wanted the same rug just different nent sizes, which is exactly what I ordered online. I was very disappointed when I received the 2 rugs and they don't match at all, although they have the same name and item number! I do like the rugs... but it is not at all what I ordered for the runner. I am disappointed. To make matters worse they did not allow me to post this review on the website as it "did not meet criteria" which makes me believe that there are a lot more negative reviews and they are not made public on the website.

We ordered two rugs from this site because they had a Black Friday sale. The first rug shipped quickly, the second rug was "backordered" and would ship 3mo later.

Several months went by and we never heard from them, so we called and they said the second rug was delayed another 6mo. Thanks for letting us know.

So we decided to get a different, but similar looking rug that was in stock. It arrived within a few weeks.

We called and tried to get our money back for the original rug, they said the check would be in the mail without 10-15 days. We called back 15 days later and they said the check would be in the mail within 6-8mo.

Overall we've been very unhappy with the customer service. Their communication is awful. They say they will "call us back" within a few hours, yet we never hear from them.

Will keep annoying them until they give us our money back and then we're telling everyone we know to avoid this company.

I bought a rug that was 4 x 6 and it was too small. I was willing to exchange it with RugsUSA for the correct size (And paying for the price difference). First off, when you start a return, RugsUSA WILL NOT OFFER A FULL REFUND. They will take a portion of it for "shipping costs" (In this case, they took ~$24 from an $80 purchase so they keep 30% of your refund) - Once you agree to that, they will send you a shipping label with explicit instructions on how to mail the rug back (Spoiler: There is no easy way to mail a rug back but they want it in similar packaging it came in) and the partial refund will be processed after they receive the rug.
The return process is a pain and did its job of encouraging me to keep the rug rather than going through with the hassle of returning it. It's also effective in convincing me that it'd be easier to resell my rug privately and purchase my next rug (One that's the correct size) with another company. Would not recommend due to a bad post-purchase experience.

Oh and if you buy the rug pads with the rugs, the rug pads won't be delivered as the same time as the rugs because they're sold by a separate distributor - So why even buy them together at checkout?