Rugs USAReviews 2,679

First off, they moderate reviews and only allow positive ones. I know this because I've submitted bad reviews that were never "approved" by their moderation. That should be the first red flag.

I ordered a lamp on black friday. It is January 7 and I finally received it after a month's back and forth through email. It came in the worst packaging I've ever seen. There are flecks of foam covering my entire living room, couches, stuck to my hair, my clothes, even my dog. Which would be funny if I wasn't so angry.

The lamp itself is a piece of garbage. It's very obviously cheaply made and does not screw into place. I managed to get the bottom on, but the top parts literally don't attach. It is defective. After all this time, it's effing defective.

I cannot stress this enough. DO NOT ORDER FROM THIS COMPANY. I'm sitting here seething and want to prevent anyone else from having the same experience. If it's priced to good to be true... it's too good to be true. Don't forget that.

Beware of this company before you buy. On the website there is not chat option that works, the phone number states they "cannot process customer service over the phone", the only option is to e-mail, which takes days to get a response. We ordered our rug on December 11, we received the wrong rug. After contacting them and finally getting a response, they wanted more information which took even longer to hear back from. They finally scheduled a pick up time for UPS to come get the wrong rug... It is now January 3,2020, and we do not have a rug. They have our money still and we do not have anything to show for it. I e-mail them almost daily asking for an update, all I get back is to be patient, nothing else about my order of why its taking so long to ship. I am going to wait a few more days (as I really liked the rug I ordered) and then I will request a refund. It doesn't seem right that they can keep my money and I have nothing to show for it, not even a tracking number. Do not order, no matter how "good" their prices seem. This hassle is not worth it. I've also requested expedited shipping on the correct rug and a partial refund for all of this trouble, and nothing... Be very aware and do your research like I wish I had done.

Ordered, 2 months later, no rug. 5 emails, no answer, 3 calls, only a recording. Finally did a complaint through Amazon Pay and got an answer from them, the rug was back ordered and would be shipped in a week with a tracking number. Week came, no email with tracking number. Sent them 3 more emails, finally sent a tracking number. Still have no rug. I ordered it 2 months ago. Who knows what it will be like if and when I ever do get it. Shady company. If I could give them a 0 star I would.

Bought a rug. Received the wrong one (wrong size, wrong style). Contacted them vial email, didnt hear back after a day so I called. They sent Fedex to pick up the wrong rug, which was picked up a day later than they told me. The correct rug did not come on the day they promised. I called again and this time the line said that due to technical issues they can not receive calls and i need to email. So I did, it has been 3 days, i still haven't heard from anyone and still haven't recieved my rug!

I bought two different sizes of the same rug because they advertise "easy" returns with "discounted" shipping rates. Turns out they charge you an arm and a leg for return shipping, they suggest buying shower curtains to wrap your returns, but Fedex doesn't even accept those and charged me MORE to wrap the returned rugs. RugsUSA responded to one of 3 complaint emails and the one response was completely useless. I am out $80 for just trying to do business with this company, and I only spent $250 to begin with! Absolute sham and waste of time and money!

Purchased 3 8x10 rugs.
THEY ARRIVED FOLDED! ALL THREE FOLDED INTO A 2x 4 rectangle!
Seriously?
WHO THE folds a rug?
Complete cheap garage rug!
NEVER EVER EVER AGAIN!
Must pay ppl to give false positive reviews.
Then you have to pay for returns, bc they obviously know they sell garbage & who has the time to ship these back!
RUN AWAY!
Get in ur car, put down windows & drive 65 mph & let your money blow out the window.
Same thing as purchasing from rugsusa.

The prices are amazing! But I've tried twice this year to buy from them and both times, the website would not let me purchase. The website was down, wouldn't process my order, etc. I've emailed them multiple times asking why I cannot purchase from them and they say it's my computer? Um, no, it's not my computer. I can buy from other companies just fine. After seeing these reviews on here, I'll go ahead and just unsubscribe from their tempting price tags.

This company doesnt deserve 2 star. I bought 3 roughly 2x3 kitchen area rugs from them about 7 months ago. From the very beginning they curled up. I knew the way they were stored so I tried straightening the rugs myself. Iron and wet towel, folded opposite direction, tape. Nothing worked. Contacted Rug USA and explained I wasn't happy with the rugs I paid 55.00 for and they suggested I do everything I already done. I told them when I buy area rugs I keep them for 2/3 years begore I change them. It's only been 7 months and they are curled even worse than before. They will not refund or even partially refund because of the time. I guess that's what I get for not complaining right away and trying to fix it. Customer service is not in their vocabulary. They sell you rolls of rugs that stay that way. So if you do order from this company and receive a rug that is curled up take my advice and return it right away cause it will never lay flat no matter what you do.

At first sight, this rug looked fantastic and exactly what we were looking for. 100 days in and this rug is coming apart at the seems. The entire rug is not weaved together, rather it is pieced together and sewn with very thin thread. Once the thread breaks, the rug begins to separate. Our rug is 105 days and we have 3 different places where the thread has ripped and is now separating.

They do not stand behind the products they manufacture. I called customer service and submitted images and was told they cannot do anything after 90 days, remind you I am at 100... I have spoken several times with customer service and asked to escalate; however they tell me management is unavailable at this time and then no return calls.

Best advice... STAY AWAY

If I could give 0 stars, I would. I won't waste more of my life dealing with RugsUSA except to tell future customers -- buyer beware! They will send you the wrong product then after you must call in multiple times to update multiple representatives on multiple days about your return, they will promise you an exchange, a FedEx pickup, a tracking number, a call back, an email, and more that they never intended to arrange! Never again.

Purposely sent me the wrong rug knowing they were out of the one I ordered. Then proceeded to tell me I had to rewrap it in my own wrapping, print the label and send it back to fedex! All a huge inconvenience for something that was not my fault at all! Then they only refunded me a portion of what I paid. When I asked them why, they said it was a mistake and they'd refund me the balance. Still waiting. Horrific customer service and a joke of a company.

Like others, I wish I would have read these reviews first. I ordered an 8x10 rug and matching runner--and the rug is beautiful, so they get 2 stars--but the runner I received is a totally different color, pattern, quality, etc. The only thing about the two that matches is the maker. The return process requires that I spend time and money packaging up this incorrect runner (they recommend using a shower curtain), printing out a label, and taking it to Fedex. I don't have time and I refuse to spend any money on this return--as it is, gas is extremely high in CA. I was NOT offered anything for this inconvenience, but an email suggests that they apologize IF I received the incorrect item. I called their customer service and got someone in the Philippines. Was told they could cancel the replacement order they created and once the returned runner is received in the warehouse, they will issue a credit within 7 to 10 business days. The rep was not able to offer anything but apologies, so when I asked for a supervisor, I was told she was busy, but will call me back before EOB today. We will see. I was thinking of using them to get rugs for the rest of my condo, but they will not be coming from Rugs USA!