Rugs USAReviews 2,679

I made an order for a rug on Jan. 21 with a gift card. I did not realize however that this site will not let you use a gift card. So they emailed me saying my order was canceled and that they would refund my money. Fast forward 3 days, I still haven't received my refund. I call and just ask for an ETA on when I would get that refund. The customer service rep continues to tell me "your order was canceled, we did not charge you." HOWEVER when I check my recent transactions, it was in fact taken out from them. They claimed to not have taken it. I argued with this guy for literally an hour going back and forth. ZERO customer service. Just kept repeating himself and giving me a confirmation my order was never paid WRONG. When my transactions clearly show different. Right now I am filing a dispute but could take 30-60 days. DO NOT BUY FROM THESE PEOPLE. If this isn't resolved in 30 days I will be taking them to small claims court. All over $85

This is the absolute worse company and customer service team. I ordered a rug and rug pad on 11/28! I received the rug pad with zero update on my rug. The rug pad doesn't do me any good without a rug. They make it impossible to contact customer service. After leaving a poorly reviewed comment on Facebook I received the attached message. How helpful is this? Still no update on my rug, nor have I been contacted from customer service. They happily charged me fully for a useless rug pad and rug I don't have though. Do not order from here!

I received the rug I ordered within 10 days. It didn't look like the picture of the one I ordered. I proceeded to contact Rugs USA through their LIVE CHAT, only to be sent an email form and have my LIVE CHAT questions squelched. Both appear to be dead ends. I didn't call because I knew better. A conversation with a customer service agent may have been able to resolve my concerns, however after reading all the bad reviews it's no wonder that the company's website doesn't have review capabilities. I will not be doing business with this company again. Wish I had seen the reviews before I made my purchase. Thankfully I didn't spend a lot of money with them.

"DO NOT BUY FROM THEM. THEY ARE LIARS AND HAVE THE WORST CUSTOMER SERVICE EVER. THEY SAY THEY SELL DIRECT FROM THEIR MANUFACTURER TO CONSUMER/NO THIRD PARTY INVOLVED BUT IT IS ALL A LIE. I PURCHASED 6 RUGS FROM THEM FOR MORE THAN A $1000 AND ONE ITEM FOR $63 GOT DAMAGED AND I INITIATED A RETURN REQUEST AND SOUGHT CUSTOMER SERVICE FOR ACCOMMODATIONS ON THE RETURN LABEL ONLY FOR THEM TO CANCEL THE ALREADY APPROVED RETURN REQUEST AND COMPLETELY REFUSE TO HELP ME WITH ANY PARTIAL CREDITS OR REFUNDS. DO NOT BELEIVE WHAT THEY SAY ONLINE OR WHAT THEIR CS PPL SAY ON SOCIAL MEDIA. I READ SO MANY BAD REVIEWS ABOUT THEIR CS AND I STILL TOOK A CHANCE AND BOUGHT THROUGH THEM. THE WORST MISTAKE OF MY LIFE. I FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU AND WILL DO THE SAME WITH THE CREDIT CARD COMPANY AND WILL LET EVERYONE KNOW ABOUT THEIR BAD BUSINESS PRACTICES AND NON EXISTENT CUSTOMER SERVICE. JUST KEEP AWAY! "

I purchased a rug from RugsUSA and received it in a timely manner, however the size I was shipped was almost a foot smaller in width and more than a foot smaller in length. I called customer service and was told to take pictures and file a claim, so this is what I did. I put a tape measure on the rug and emailed the pictures. I was asking for a discount because I paid for a bigger size than I received. Within one day I received an email stating my claim was denied. This is a case of false advertising and the worst customer service imaginable. Do NOT buy from this company. Save your money!

I bought a rug from this website and I loved it, but within 3 months it as already falling apart. I emailed customer service and they refused to do anything because it was past a 30 day return period. I understand that you have to have restrictions on returns, but if a customer spends their hard earned money on your product and that product ends up being defective, I believe the company should attempt to remedy it in some way. In one single email they said, no returns, no credits and that no one else would be able to give me any other answer. Basically they were telling me to let it go. I'm done with them.

DO NOT ORDER from these people in New Jersey. ZERO Customer Service: Once they FINAALY answer the phone, you get to talk to a call center in THE PHILLIPINES! You cannot track your order as they do not input/update or even assign a tracking number! There is an order number generated (duh) and they take your money. When i e-mail them, the e-mail bounces back... no one actually answers e-mail. This is just disgusting. All I want to know is tracking info and where is the rug!. Next step is to contact my CC Co. What a joke of a company.

Do not buy from this company! They canceled my order because they could not fill the order and they won't refund me my money!

I ordered 3 runners, I waited 2 weeks and called the company because I received no shipping notification. I waited over an hour on hold and finally hung up. The next day I spoke to someone who said he would have to call the warehouse to see if the items were available. He never called me back. Two days later I called them again. I was told that the items would have to be cancelled because they could not fill the order. I was so bummed but said okay I understand. I also explained that no where did it say that the items were back ordered and I explained it was still on their website for others to buy... by the way, they are still listed for sale, they were never removed from their website, so people can still buy these items that they don't actually have. I was told the $221 would be credited back to my credit card but it takes 5 to 7 business days. 2 weeks passed and nothing was credited back. So I call. They told me this time that they would actually send me a check in the mail and that I would have it in 5 to 7 business days. I never received anything. So I called again on 9/22 to see where my money was. They tell me the check was cut on 9/11 but that they don't know when they can mail the check! Excuse me, what? You have my money! They cancel my order and won't give me my refund! I just filed a claim with my credit card company! Please don't buy from the company! I never received my order and I never received my money back!

I received my rugs pretty quickly after ordering. I ordered three rugs, two of which are great. However, the rug I ordered for my living room started falling apart 5 weeks after having it. It's a braided jute rug, and the ends are fraying, the braided lines are separating, which creates holes in the rug. It's an 8x10, and is the most visible rug in the house. I contacted Rugs USA customer service via email and attached photos. I got a response 3 days later, and they said they do not allow any returns after 30 days, even if the product is damaged or defective. I paid $200 for the rug (on sale), and I wish I would have put that $200 toward a different rug. It's insane that they won't offer a credit towards something else, or even an apology that my rug is falling apart. I won't be ordering from them again. The only reason I gave them 2 stars instead of 1 is because (so far) my other two rugs from them are holding up and look great.