Rugs USAReviews 2,679

Ordered a rug weeks ago. Never heard a thing. Finally emailed them and was told that my items would be sent out in 24-48 hours. Nothing happened. I then received the below message:

Hi Seth,

Good day!

This is a bit awkward

We are so sorry, but we ran out of one of your items! Sometimes, our products go so quickly that they run out before we know it. (Silver lining: This usually happens when an item is an unexpected hitso it means you have great taste! We're still sorry, though.)

Our warehouse says we won't have more of these until 11/10/2019. We hope you'll wait, but we totally understand if you don't want to. Just reply directly to this email or give us a call at *******210, and we'll cancel any items that are back-ordered, no questions asked.

Again, we're really sorry, and we hope we can fix this and keep you as the valuable customer that you are.

Thank you for choosing Rugs USA!

Regards,

Cecilia
Rugs USA Customer Care
(Toll Free) *******210
Monday-Friday 9:00 am to 11:00 pm EST
Saturday & Sunday 9:00 am to 6:00 PM EST

This place is an absolute joke. I could have gotten rugs from many other places while I waited weeks for them to fail on fulfilling the order that they took my money for. Don't buy anything here!

I ordered my rug over a week ago and still do not have the rug. Same thing happened to me that I have been reading about in most of these negative reviews... Fed Ex tracking keeps pushing the delivery out... in my case it was loaded onto the wrong truck.

I live in Maine. Rug shipped from NJ. At last update it was in Kentucky. I had to Google the phone number of Rugs Usa because their number is nowhere on their website... GEEZ I WONDER WHY?

I called and spoke to someone with a HORRIFIC accent who I barely understood only to find out that the was loaded onto the wrong truck in Pennsylvania.

I'm so concerned that if I hate the rug, return shipping will be a nightmare.

DON'T order fro this company unless you are used to waiting a loooooong time for your order to arrive.

So, let's review. I ordered a rug a week ago. I called for order status last Friday and was told the rug had not left the warehouse. Then today I get an email saying I cancelled the order and a credit has been issued. I DID NOT CANCEL THE ORDER - THAT IS A BOLD LIE. So I called your less than stellar customer service and find the rug is out of stock and you canceled the order. Why did it take a week to realize you were out of stock? Why do you lie about such things? I thought it sucked that it took a week for delivery in the first place, and now after waiting a week you pull this $#*!? What a horrific way to treat customers. Incompetent liars.

They lie about the lead time. HORRIBLE communications. Order ships in several different pieces. I ordered 3 rugs and 4 pads a month ago (all items "in stock" and "ship within 24 - 48 hours", still don't have 2 of the 4 pads (which are NO DEAL, btw, they're less expensive elsewhere) so I can't even put my creased/folded up rugs down properly. Been waiting over a week with one of them to relax. Yeah, it's not relaxing. Another rug came in about the same thickness as a bath towel. Poor quality. Cheap enough, sure. But I'd rather spend a bit more money to actually have my order shipped to me completely. They're quick to take your money though.

While the rug is beautiful, we ordered a 12'x15' size that came folded up and TIGHTLY sealed. We were counting on heavy furniture on all but one side to straighten it out and hold in place. Nada. Some of these folds feel like concrete bumps when you stick your hand under them. Since we bought it to cover almost the entire room, so far, we've spent over $200 on two teams of men to move furniture and to try to straighten out the VERY large warping areas and huge bumps. (We gave it three weeks to see if it could possibly self correct). I have MS and vertigo, and can trip easily. So, this rug not only looks horrible, to me, it's just a fall waiting to happen! The smaller runner for our hallway came ROLLED, as is the RIGHT way to handle ANY size carpet. Do NOT buy anything larger than a 20" wide rug from these people!

I ordered a rug and after a few days of opening it. I noticed that by toddler had serval bites on his legs. At 1st I thought they were mosquito bits. But it kept getting worse. So I actually sat on the rug myself and looked all around me. And saw them moving through the rug. So I called customer service and they offered to send me another rug. I told them I don't anything else from them and that pissed the guy off. He was so rude. Told me to send the rug back to get a refund. Do not buy. BED BUGS!

Received two rugs from these jokers, both with a ripped edge and a hole large enough to put a hand through. Despite numerous emails regarding the problem, complete with photos, I received no response until I filed a claim with Paypal. Been a month - no pickup, no refund, no response whatsoever. Do not order these poor quality, ugly, bait and switch rugs from this reprehensible company.

I spent $200 on two rugs and one of the two delivered was not the one I purchased. Customer service was fine but when I asked for the correct rug to be expedited to me he said no. I'm having company over and wanted my place to look put together but now I have to wait another week for my rug to get here. I was also prompted to purchase a rug mat with the 2'6 x 10 runner i was viewing on the site, which the site says they recommend. The rug mat I received was a massive rectangle that I had to cut into a million pieces to get it to fit with my runner. Overall, RugsUSA experience has been annoying and now I know why their prices are cheap.

Ordered a black and tan rug. Received a black and green one. After about 10 emails back and forth they assured me I had received the right item (I didn't). I asked them to look at the link on their own website that I had ordered from---it shows a black and tan rug. Absolutely painful experience from a customer service standpoint.

I ordered before the 14th. I got the runner pretty quickly on the day they promise then my actual living room rug they have it in Henderson 40 minutes away from my house and still need it to Monday. It took them miren the 12 days. I definitely not getting anything else from them. I understand the weather you can't controlled but you guys are not even trying. According to the website it was at 2 hours from my house then I check the next day it was at 8 hours always so is obvious you guys are lying to keep customers. I don't like they shipping at all is absolutely ridiculous.

Ordered a 9'11 rug. Just not the right color. Customer service very sweet in phone however, returning a large item is very difficult. $50 return label with a 3 day expiration. Went to spam in email missed the expiration period. Rugs USA wouldn't issue another return label. UPS wanted $188 to return large rug which cost more than rug. After begging rugs USA for another return label I was issued one. 3 day expiration again, needed to find someone to carry this rug to fedex. Difficult to get item to a fedex then fedex would not wrap needed to go to Home Depot to wrap huge rug. As a small person this was an awful experience. Wayfair has a convient and free return. I will never deal with this company again due to hell experience returning a cheap rug. Not worth the purchase.

First you never receive your order conformation in your e-mail after placing an order. That is why I duplicated my order. After realising this, I canceled it within 20 minutes and got immediate respond about it. Nevertheless I received 2 rugs and had to return one for my own cost. I returned one rug and did not hear anything back about receiving my rug and did not get any money back.
Very frustrating and negative experience.
Tatiana P.

I am very surprised to see so many negative reviews. I have ordered many rugs from RugsUsa and have always been very happy with both the quality and service provided. Unfortunately, this last time I received a rug that was damaged. I called their customer service and they offered me numerous options, partial refund and keep the rug, full refund and return the rug, or return for a new rug.
I chose to return the rug, and after waiting on hold a few minutes the customer service rep told me to just discard the rug since it was damaged, and they didn't expect me to go to the trouble of returning something that is damaged. I wanted to leave positive review because most of the time people only write reviews when they've had a negative experience. Although the outcome for me wasn't ideal, my experience with the way my issue was handled was top notch. I will continue to purchase from this company without hesitation.