Rugs USAReviews 2,679

After reading the reviews, I was 100% skeptical. However, ordered any way. Credit card wouldn't go through 2 times. Bit got email for the company. Called in and placed my order. Got my order on the exact delivery date. No problems at all. My rug was everything I expected it to be! I'm glad I didn't listen to the reviews. I even got 10% of my order.

This has been the worst experience. They delivered me a rug that was falling out of the packaging before we brought it in the house. I called the same day i recieved the rug and emailed them a picture of what they had sent me. They said that they would refund my money back because the damage was on their end. It has now been a month, still no money back in my account. Everyone I speak with says that "you should recieve it within 24-48 hours". I have called three times and now emailed them. I will never order from them again. They have been no help to me.

Previous representative made me reorder the rug i just bought because he couldn't change the mailing address on his end (they apparently dont ship to a post box, why this is not stated when you enter your address i dont know). He told me i would get a refund sooner rather than later because he would cancel my first order and it hasnt shipped yet( this was just a couple of hours after my first order). Now they're saying that both rugs has shipped and im being charged for both, and i wont get my money back untill they get the first rug back!

Unlike Rugs.com and others, Rugs USA charges huge fed ex rates, and then you have to pay even more when you ge to Fed Ex. I am going to reluctantly going to keep the rug. It's not at all the way it looks I the picture.

BUT I WILL NEVER SHOP AT RUGS USA EVER EVER AGAIN. No hassle retunes is a out and out lie. It's more like "you pay a lot to return a rug". I didn't read the reviews before purchasing. In this day and age that's just my own fault. Oink Oink

This has been the absolute worst experience I could have imagined. It started out as me not receiving the rug I purchased until several weeks after purchasing it. I made multiple calls to the customer service center and was basically given the run around each and every time. The rep went as far as to say they did not have way to communicate with the warehouse and therefore couldn't tell me when my rug would be shipped. This was again, about 3 weeks after purchase.
I finally received the rug about 1 month later. After receiving the rug, it was not the right size for the room. I completed an online request to return the rug and never heard back. I called customer service several days later and was then told because I purchased a large rug, those returns couldn't be processed online and had to be done via phone. It did not state this anywhere, nor did receive any communication after trying to submit this online. Once returning the rug, I went about a month with not even an acknowledgement that my rug was received by the warehouse and had to call customer service once again. She confirmed with the warehouse (imagine that, she could communicate with the warehouse), that it was received and said she would issue my refund as a rush and I should receive an email that night and my money should be back in my account within 24-48 hours. I then went ANOTHER week and a half before receiving an email saying my rug was received and my money was being refunded, but it would take 5-7 business days before it was deposited back into my account.
I ordered this rug at the beginning of January. It is now March 10 and I am still dealing with this. Never again will I order from RugsUSA. The only compensation I received was $50 off the rug due to the amount of time it took them to ship it, which they then took back and more for return fees. I will be sure to share my experience with everyone I can, in hopes to save someone from this nightmare. If I could, I would give this 0 stars.

My first time shopping with this company. The reviews seem bad but I regrettably gave them a try tempted by how cheap the rug was with a discount.
Received an email saying thank you for your order and an hour later... it's back ordered no eta, just. Back ordered. It was in stock when I ordered but right after my order it wasn't. I guess that can happen though.
I called a couple weeks later, giving the back order email time to get a date. Zero updates. Only spam about sales, etc.

When I called the customer service said.
Oh I see it's not going to be in stock for up to 14 weeks so we have to cancel at this time. Our rugs come from out of the country. It's hard to know eta on back orders due to them being made and shipped over seas.

Okay?! So good thing I called? Did you plan on letting me know if just keeping my money as long as possible? She said yeah, we handled it poorly.

Best of all...
I happened to use a credit card I never use. I only did it due to the fact I had not shopped on their site, felt better not using my daily card. The very next day 3 fraud charges. 3! I had to file fraud and get a new card. A card I haven't used in years, so the only explanation is Rugs USA leaked my information OR doesn't have a secure site.

Stolen card info (which will be covered as fraud, but took 45 minutes to file a claim), the rug order cancelled, my time calling, ordering, etc
So this actually cost me time, energy, stress. For nothing. No rug.

Customer service was nice, that's about it. When I said I'm sorry to vent to you it's not your fault she replied saying she gets it a lot and is use to it. Not sure why a rug company would get a lot of people venting... says a lot about them.

Overall as you can gather, my experience was terrible. Sometimes you really do get what you pay for.

DO NOT ORDER FROM THIS COMPANY!
I have placed 2 separate orders... both have gotten "lost" in shipping. They blame it on fed ex. I waited for over 3 weeks for the first one just to find out it had been lost and damaged in shipping and was now out of stock. Then had to wait another week for my money to be refunded. Although, when I went to the website I was still able to place an order for the same rug that was out of stock? I finally spoke to a manager and they apparently had the smaller size in stock, so i ordered that one and paid for it. It showed delivery date of yesterday and never showed up. I called this morning and this rug too is now lost in transit... This company is a complete joke! Don't waste your time!

I ordered a rug on the 5th of the month. It wasn't until after my order was placed that I received an email stating it was "back ordered" with no expected restocking date. Frustrating to say the least, since I wouldn't have ordered the rug had I known it wasn't available. I've called twice since then and neither time were their customer service folks able to provide me any sort of status update. It's now the 27th of the month and I still don't have an ETA on when it will be back in stock or when it will arrive. I've called to cancel my order twice and both times got disconnected. I fee like this company is a fraud and I will never see my $200 or the rug I paid for.

AVOID this business at all costs.

Ordered a rug and upon checkout it suggests a pad. When ordering pad it does not disclose that it can not be used with certain floor types. This morning which is 12 hours after I placed order - I get an informational email about care of rug and pad. The pad is not compatible with my flooring so I contact company and try to cancel. 3 emails are exchanged and then I get notice pad has shipped. 5 minutes later I get an email notifying me sorry but a tracking number has been issued so I can not cancel or refund at this time. I ask to have a return shipping label sent then and told sorry they cannot do that until the item is actually received. I rate customer service with NO stars.

As many have reported with Rugs USA, they claim easy returns. Let me start by saying this is NOT true. I tried to return one rug and this is what I had to do:
First I started by filing a complaint about the color, the customer experience over all was good. They said they would waive the return shipping fee and I would have to wait for a label from fedex to be emailed to me. In the mean time I ordered a different rug. Feeling secure that they would be taking this blue one back.
Two days go by and no label. I even went to fedex and gave them the label number they had given me and it said that they had no record of the label number I was given. So after seeing all the terrible reviews on the return process from this website and others I was determined to not lose out on my money. If your having a similar issue with rugs USA, KEEP READING.
I called my credit card company and wanted to inform them of my issue. And they completely had my back. We did a three way call that was monitored and the rugs USA agent seemed to take the call seriously. They said I would have a return shipping lable by the end of the day. CHECK YOUR JUNK MAIL! I finally found it in my junk email and it does not come from Fedex, it comes from the agent that spoke with you on the phone.

We packaged up the blue rug with the casing of the third rug I purchased and shipped it back the next morning.

Now one week later after they had already received the rug back I have not received my refund.
I called back to inquire on my refund and they said the return was received and that's how the return process goes. Its your responsibility to call and make sure the returned item made it and then request the refund of your money.
After the call I received an email stating it would take a few days for my refund to appear on my credit card, but it should be in the works.
So bottom line, if you want to return a rug, you can. But you will have to work hard and have some extra muscle from your credit card company To do so.
My final complaint is that I wanted to leave an honest review on their website of the color
Of the rug and the return issue. But after submitting they emailed me back to say my review did not meet their criteria and it would not be published! That blew my mind. Now I know they filter their reviews. I still would order from them again, because the prices and quality of my rug is great, but I'm very disappointed in the return process and the fake facade of the reviews on their website.

I purchased 4 rugs in November. They were not the color advertised. I went through the proper channels to return the rugs. They sent an email that they had received the rugs and would issue me a refund less the cost of shipping. They said they would refund it back to the card I used. I explained that that would be impossible as I no longer had the gift card. They said they would send me a check. Now, in January, 2 months later, I called to say I never received a check. They firmly said they refunded the card. Nothing more they could do. Thank you Rugs USA for throwing away over $80 on me. I will never buy from them again. Rugs Direct has good prices too.

I ordered a black rug on Dec. 31st 2019 and was sent a white rug with a completely different pattern a couple of weeks later. They said they would refund me when the rug was returned. After A LOT of discussion about how I would return a 9 x 12ft rug, They said they set up a return pick up via FedEx. So we've stayed home TWO days now to be there for FedEx to pick it up and both times FedEx reschedule with RugsUSA and they never told us. They refuse to refund me the money even though I never received the rug I ordered, this is the worst online shopping experience I've ever had, I can't even count the number of phone calls and emails I've sent with no resolution and often no response at all. DO NOT ORDER FROM RUGSUSA!