Business Profile
Oriental Carpet Dealers
Rugs USAThis business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.18/5 stars
Average of 82 Customer Reviews
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Review fromJanet V
Date: 06/10/2025
1 starJanet V
Date: 06/10/2025
Buyer Beware! I have no idea how the creases will come out of this stiff, cheap looking rug. Looks so different in person, than what they pass off online! Will NEVER order again! Ive heard its a nightmare to return to this company. So annoyed right now!!Rugs USA
Date: 06/11/2025
Hi *****, I am so sorry to hear about your experience! Some rugs take a little longer to relax and smooth out. Since you ordered a larger size, it was folded for easier shipping. We have some tips and tricks on our website for getting rid of the folds; ****************************************************************************************************************. If you just want to return the rug, we would be happy to help you with that process. You can call us at ************ or email us at ******************************** Best,Rugs USA Customer SupportReview fromV. C.
Date: 05/21/2025
1 starV. C.
Date: 05/21/2025
I purchased a rug and when it arrived it was not the rug I ordered. The first ****** I was emailing with was great at correcting the issue and she did confirm that it was indeed not my rug, so they immediately sent me a replacement and a label to ship the wrong rug back. Well the replacement rug comes in and its again, the wrong rug. It was actually the exact same as the first one, so must be something wrong in their warehouse system Im not sure, Ive been understand, polite, and patient on the phone and through email. The second time I was in contact with them they informed me they were gonna escalate my situation and would get back to me within 24 hours or LESS. Well its been 4 days, Ive sent two emails to which Ive gotten 0 responses, Ive been on the phone with them to which they said that I have to be in contact with them through email regarding the case. So currently have two rugs that I did not order, they are the complete opposite of what I ordered, not modern or simple at all, have not gotten the rug I ordered, have not been refunded, and cant even get a simple response at least telling me that its taking a bit longer than expected or something. All I did was ask for an update on the situation but have been ghosted for 4 days now.Rugs USA
Date: 05/28/2025
Hi *****, Thank you for your feedback. I am very sorry for this situation. Unfortunately, there was a large shipment from our manufacturer that was incorrectly labeled and both of your orders were fulfilled from that incorrect batch in error. We have since corrected this and removed the incorrectly labeled items from our inventory. If you are still interested in receiving the original rug, you can place a new order and the correct rug will be sent to you. I see that at the time you wrote this, on Wednesday 5/21/25, it had been 2 days since we advised you that we opened the claim. The matter was escalated to the manager team, but they are not available on weekends, so they would not have been able to look over the claim on the date that it was submitted. I see that there was a mix-up with the pickup for the incorrect items, and we did only schedule one pickup at a time to avoid any issues with *****. The second rug should be picked up tomorrow, 5/29/25. I am truly so sorry that you had so much trouble with your order and I hope that you will give us another chance to get the correct rug to you! Thank you, **** Rugs USA Customer Care TeamV. C.
Date: 06/16/2025
Hello,If this was the case, the employee shouldn't have specifically said "I will get back to you in 24 hours or less".I returned both incorrect rugs back and they were confirmed to have been delivered on 06/03/2025. I was promised a refund within 3-7 days. I am writing this on 06/16/2025, 13 days after confirmed delivery and I still have not received my refund.I recommend no one purchases from this website, I ended up getting much better rand cheaper rugs from ****.Review fromLeah K
Date: 05/20/2025
1 starLeah K
Date: 05/20/2025
This is a terrible company to do business with. I ordered a rug, received a rug a few days later and it was not the rug I ordered. I returned the rug for a replacement and again 10 days later received a rug, however, not the rug that I ordered. They are refusing to take the wrong rug back again, so I disputed the charge on my credit card. Don't buy a rug from these people. The customer service people are not helpful at all. I've sent pictures of the tag and send emails, have done everything they've asked.Rugs USA
Date: 05/21/2025
Hi ****, I am so sorry to hear about your experience! We have notified our warehouse about this mix-up so that they can check for any additional incorrect items. Unfortuntely, since you initiated the chargeback claim with your credit card, we aren't able to proceed with another replacement. Your credit card should have an update on the chargeback claim on or around June 7. If you have any other questions or concerns, please don't hesitate to reach back out to us. We are very sorry for your experience.Review fromstephanie n
Date: 05/20/2025
1 starstephanie n
Date: 05/20/2025
Purchased 2 rugs, never shipped and contacted about my order. I called and they stated they are processing a refund, only to come to find out they refunded A PORTION of my order. I had to call back again just to get all my money back. If I never called originally they probably would have never sent the rugs or even gave me my money back even though they couldnt complete my order.Rugs USA
Date: 05/21/2025
Hi *********, I am so sorry to hear about your experience! I have looked over your order and I see that the full refund has gone through, so you should see that on your end now. It looks like the incorrect amount was initially requested by mistake. I apologize for this error.Review fromDanielle M
Date: 03/28/2025
1 starDanielle M
Date: 03/28/2025
Unfortunately, I am dissatisfied with my experience with RugsUSA. I purchased this rug in 'Charcoal' as it appears on the site and the name of the color. The rug did arrive quickly, but the rug is green and not charcoal. Fine. It will need to go back and they offer a return policy. I planned on making a replacement order - they will not exchange. RugsUSA site is down and I am unable to start the return. I chat with them to discuss the problem, I'll need to wait to process. Fine. I inform them that I am going to make a new order since I still need a rug. I create the new order. Two days later the site is working, I go to process the return and am met with a $20 return fee UNLESS you take store credit. So, I chat with them again to get the fee waived or taken off of my just-created order made one day prior. They won't do it and there's no way to waive the fee. I had spoken with a number of ***** all via chat - no one informed me of such. So, now my new order is also cancelled. I learned that I cannot shop online with such a vendor, especially since the cause was their own site issue plus the purchase of the item that was misrepresented color-wise. Now, I have no rugs and this ****** has cost me $20.00.Rugs USA
Date: 03/31/2025
Hi ********, Thank you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget.We are sorry to hear that youre not 100% happy with your rug! This is not the experience we want for our customers. The images we showcase online are the most accurate visuals possible. Please remember that color variances may occur depending on different factors -- the brightness settings of a computer, cellphone, or tablet, for example. This is an unfortunate limitation of color displays that we continue to try to manage.We have waived the fees for your return as a courtesy for the inconvenience you experienced with this return. You should have received your return label via email, but please let us know if you need it sent again. If you need any additional help with your return or if you have any questions about filing a claim, please feel free to reach out to our **************** Team at ******************************** along with any relevant photos of the issue. Best,Rugs USA Customer SupportReview fromC. H.
Date: 03/09/2025
1 starC. H.
Date: 03/09/2025
Poor quality, no accountability for defective products.I would not recommend shopping here. I advised customer service that my rug, which I paid over $500 for, and have had for a few months, has worn very poorly. They were not at all concerned about the quality, and instead stated that it was out of the 30 day window for returns and there was nothing they could do. Very unsatisfactory.Rugs USA
Date: 03/14/2025
Hi there, I am so sorry to hear that you are no longer happy with your purchase and your experience with our customer support. I see that you did not send us any photos of the rug in your original email, could you send us a few photos of the rug in its current condition so that we can file a claim for you? Thank you.C. H.
Date: 03/23/2025
Thank you for the opportunity to open a claim. I have sent photos of the **** Wool Rug through the original email chain, as I don't see an opportunity to do that here.Review fromMs W
Date: 02/24/2025
1 starMs W
Date: 02/24/2025
Terrible customer service. Ordered a rug. After no info for two weeks I called and found out it was out of stock with no more info. *** cancelled order. Following week the website shows there are two in stock. Called to order at same price as previous. Was told theyd have to call me back. I finally called them back and was told its out of stock and never came in stock and website is just outdated. So theyre fraudulently listing inventory they know is out of stock and allowing it to be ordered. All while saying theres nothing they can do.Rugs USA
Date: 02/25/2025
Hi **************** you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget.I am so sorry about this mix-up! It looks like there is an error in our inventory system that needs a manual override. The rug you ordered is still showing as available on our website, but I have escalated this to our website team so that they can manually correct this. If you would like help finding an alternative rug that would work in your space and is currently available for shipping, please don't hesitate to reach out via email, live chat, or phone. We would be happy to provide some suggestions. Again, I am so sorry for this mix-up! Thank you, **** Rugs USA Customer ServiceReview fromAbigail B
Date: 02/12/2025
1 starAbigail B
Date: 02/12/2025
I had a great experience ordering the rug and it was shipped very quickly. However, the rug doesnt suit my space due to the color. I simply need to return the rug but when I click the return button on the website it comes up with a blank screen after multiple times. They also have no personnel available to answer the customer service phone. If it wasnt for other reviews I would assume this site is a scam.Rugs USA
Date: 02/14/2025
Hi *******, Thank you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget.I am so sorry to hear that the rug didn't work in your space and that you had trouble getting your return started. I see that you were able to connect with one of our agents to get your return started. If you need help finding an alternative rug that works better in your space, we would be happy to help! Thank you, **** Rugs USA Customer ServiceReview fromian s
Date: 02/05/2025
1 starian s
Date: 02/05/2025
**************** is bad. I was not happy with the quality of the pads and the difference in size and they were not helpful. My only option was to pay $15 per item in order to get the return going. Very disappointed with the company, my purchase and experience.Rugs USA
Date: 02/07/2025
Hi ***, Thank you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget.I'm sorry that these rug pads didn't work in your space! We have several different rug pad options so that our customers can select the rug pad that will suit their needs.Our Rug pads are not intended to be thesame exactsize as our rugs and run a bit larger. This is so our customers can cut the rug pad accordingly to their likening to fit under the rug. You can read more about this in our FAQ's via the following link: ********************************************************************************************************************* have looked at the photos that you emailed to us and it looks like the correct size was sent to you. If you would like to keep the rug pads, they can easily be trimmed to fit under the rug. Someone from our team will be following up via email about your concerns. Thank you again for your feedback, and we look forward to catering to more of your home design needs in the future!Best,Rugs USA Customer SupportReview fromMegan G
Date: 02/03/2025
1 starMegan G
Date: 02/03/2025
I purchased a small indoor/outdoor rug from RugsUSA. It finally arrived and when I opened it up - it really had a strong chemical smell. I called the company and let them know I needed to return it. She said to air it out for a few days and the chemical odor would go away. I let her know I did not want that in my house at all - whether I aired it out or not. She said there would be a $15 return charge fee. I asked her to waive the fee because I like the rug but am not comfortable with whatever chemicals are on the rug. She said she could not waive the fee. I will never order from them again because I want to know that whatever rug is in my house is not unhealthy.Rugs USA
Date: 02/04/2025
Hi *****, Thank you for your feedback, and I am so sorry to hear about your experience. All of our rugs are non-toxic, and many are Oeko-Tex certified. We do not use any harmful chemicals in our rugs. The "new rug smell" is common, especially with polypropylene/polyester rugs, like the one you ordered. In order to make this right, we have waived the return fee for this item, so you will be getting that refund back soon. Please don't hesitate to reach back out to us if you have any other questions or concerns. Thank you, **** Rugs USA Customer Care
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