Business Profile
Oriental Carpet Dealers
Rugs USAThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Oriental Carpet Dealers.
Reviews
Customer Review Ratings
1.18/5 stars
Average of 82 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromPatrick D
Date: 12/04/2023
1 starPatrick D
Date: 12/04/2023
I ordered a rug from RugsUSA - and for reasons unclear to me (or RugsUSA) my CC declined the payment. This was not RugsUSA's fault - what WAS, however, was how they handled the situation after. I reached out to their customer service team to resolve the payment issue, and while their CS representative was very helpful, she informed me that they were sold out of the rug that I had ordered.I called to resolve the payment issue within one business day of placing the order - and was told that they had sold the rug I had offered to someone else. The best they could offer me as a resolution to this was to cancel the order. When I asked the CS agent why the rug I had ordered had been sold, I was told that this was out of her control and it was a decision made by their orders system. I was then perhaps a little ***** to the CS agent than I should have been, and I wish I could apologize. However, selling a rug that should have been allocated to an order without giving the buyer adequate time to fix the issue is an incredibly poor customer experience. I was already worried about ordering from this company after seeing the reviews, but had been swayed by the pricing. In the future, I will take my business elsewhere.Rugs USA
Date: 12/05/2023
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 about this issue! I have looked over your orders and I see that we were able to find a small number of the rug that you ordered at one of our facilities, so we were able to get that rug ordered for you with the same original discount. I am so sorry about the misinformation you got on your first call to us. The representative that you spoke with was only able to see the stock at our main facility, but when you called back and spoke with a supervisor, she was able to look at our other facilities for available stock.I see that the rug is on the way to you, so you should get it soon! We hope you love it!Best, Rugs USA Customer SupportReview fromAmanda P
Date: 12/01/2023
1 starAmanda P
Date: 12/01/2023
I paid almost $500 for a rug and not even 6 months in the bottom of the rug which is a sort of rubber has begun to peel and stick to our wood floors. Took over 3 months for the smell to fully dissipate. My fianc and I are the only 2 people who live here, no pets or children, theres really no reason a rug this expensive should be falling apart so soon.Rugs USA
Date: 12/04/2023
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 so sorry that you are experiencing this issue. Someone will reach out to you shortly to follow up on these concerns. Thank you, Rugs USA Customer SupportReview fromTamara S
Date: 11/30/2023
1 starTamara S
Date: 11/30/2023
Purchased an order through them over two months ago. A week or so went by with no word about my order. Come to find out, they took my order although the item was completely out of stock. I have been fighting for about 3 weeks now to get my refund. The company claimed to have canceled it and it would be back on my card but its been two weeks. The customer service has been horrible and slow. I still have yet to get my money back so I came here. I would NOT recommend ordering from Rugs USA.Rugs USA
Date: 12/01/2023
Hi there ******, 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 that part of your order was unavailable and that the refund is delayed. I see that the representative who canceled the order did attempt to push the refund through when the rug was canceled. There was an error with our system that caused the refund to not go through, but I have escalated this matter so that we can get your refund processed right away!At Rugs USA, we attempt to have our website reflect the availability of items that are currently in stock. Sometimes when we run popular promotional sales, products may occasionally sell out before the website is able to be updated. Our website does not update in real-time; it has to be done so manually. The item is in the queue to be updated on the website. When you placed your order, the website had not been updated and there was a system error where this item, while not in stock, was marked as available and allowed to be approved and processed. I will reach out to you via email shortly to follow up on your concerns and with more details about your refund. Thank you for your feedback, Rugs USA ****************Review fromNicole W
Date: 11/29/2023
4 starsNicole W
Date: 11/29/2023
**************** was great! I placed an order, and then realized I ordered from *** wrong company. I called Rugs USA within 15 minutes of placing the order to cancel. The hold time was less than 2 minutes, and the agent who helped me was helpful and professional.An error occurred while canceling the order, and I noticed through email that only half of the order was cancelled. I called again, and talked to the same agent, who informed me of the error, and let me know the request was in for my refund.Because the first refund email came so quickly, I panicked when a second one did not come through, and contacted their customer service email. Within a day they responded to not worry, and the refund would be on the way.Both refunds have been processed in less than 2 days. If you contact them fast enough, customer service is great!Rugs USA
Date: 12/05/2023
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 so glad that we were able to help you with your order! Thank you again for your feedback, and we look forward to catering to more of **************** needs in the future! Best, Rugs USA Customer SupportReview fromCheryl S
Date: 11/28/2023
1 starCheryl S
Date: 11/28/2023
My rug remained packaged up for a month waiting to move into my new house. I enjoyed my outdoor rug for 6 weeks until the first rains came. Its under my gazebo but the edges of the run got wet and they turned to black rather than just drying up. Looks like mold now, whether it is or not.Spent $340 for this thing and all they offered was a $25 credit and 15% discount on another purchase. Now I need to get rid of this 9x12 and buy another. Very poor customer service!Rugs USA
Date: 11/29/2023
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 have looked over your order and it looks like the rug you purchased is a seagrass rug, which is not intended for use outdoors or in areas where it could get wet. I will be reaching out to you shortly to follow up on your concerns. Thank you, Rugs USA ****************Review fromElizabeth J
Date: 11/24/2023
1 starElizabeth J
Date: 11/24/2023
Rugs USA sent me a rug that I paid $300 for and it smells so bad I couldnt bring it into my garage. It is outside and my driveway. I have been airing it out for one week and it still smells as bad as when I first received it. I attempted to contact customer support and both times they said they would get back to me with no response so I am out-of-pocket $300 with a rug Im going to give to the garbage man when they come Monday night Do not shop there!!!!Rugs USA
Date: 11/27/2023
Hi there *********, First, we are so sorry that your rug came in this condition. While some rugs can have a smell when they arrive, the smell usually goes away within a day or so of the rug being opened. In some cases, our customers have to air out the rug in a garage or other well-ventilated area for up to 2 weeks. I see that our **************** Team was able to get your rug refunded, so you can go ahead and dispose of the rug or continue to air it out, if you wish. Again, we are so sorry for the trouble you had with this order. If you wish to order a different rug, our **************** Team would be more than happy to help you choose a great rug for your space! Thank you, Rugs USA ****************Review fromDanielle D
Date: 11/23/2023
1 starDanielle D
Date: 11/23/2023
I purchased two rugs from this company. Normally, business in ** do not sell to ******** residents. However, this company did so I never bothered to check if I was able to return if not satisfied with the quality. My honest opinion is if a business is willing to sell to ******** customers then they sh oh Id be willing to return as well. With this being said, obviously I was not able to return the rugs and was stuck. Buyers beware!!! ********* do not buy from this company. The quality of rugs was less than expected and the fact that they are willing to sell to us but not accept returns is really lousy customer service!Rugs USA
Date: 11/24/2023
Hi ********, We would like to thank you for your feedback, and we are so sorry to learn that you had a negative experience with us! Unfortunately, we are not able to offer returns for our ******** customers at this time, but we do hope to be able to change that in the future! We always recommend that our customers contact us if there is anything wrong with their order so that we can provide any available options for resolution. I will also be emailing you shortly to follow up on your concerns. Thank you, Rugs USA ****************Review fromLance G
Date: 11/21/2023
1 starLance G
Date: 11/21/2023
Extreme disappointment!! To return is not easy as promised. The rug smells chemical laden and can only safely be disposed of in a hazardous waste facility. I'm sorry the cheap price tag tempted me and I wish I would have read the BBB reviews first! Hope that you are reading this before purchasing!Rugs USA
Date: 11/22/2023
Hi *****, We would like to thank you for your feedback and we are so sorry to learn that you had a negative experience with your order. Someone will be reaching out to you shortly to follow up on your concerns. Best, Rugs USA ****************Review fromDavid A
Date: 11/04/2023
1 starDavid A
Date: 11/04/2023
AVOID RUGSUSA!!! What such a disrespectful company!!! How could I imagine that a company sells product to other country but does not accept returns from there?? It sounds like a trap if they do not clearly advise the client before/while the buying is done! Should I have read the return policy? In 2023? With all the discussion about client EXPERIENCE stuff?? Unbelievable!!Rugs USA
Date: 11/06/2023
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 that you weren't happy with your order. Unfortunately, at this time we are not accepting returns for orders shipped to ******* We do apologize for any inconvenience this may cause. We hope to be able to offer our ********-based customers return options in the future.
If there is an issue with an order, we recommend that our ******** customers contact our Customer Service Team at 1-800-982-7210, [email protected], or live chat via our website so that we can help!
Best,
Rugs USA Customer SupportReview fromAllison R
Date: 10/25/2023
5 starsAllison R
Date: 10/25/2023
Very responsive and timely customer service. Very happy with their products and service.Rugs USA
Date: 10/26/2023
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 happy our Customer Support Team was able to help. If there's anything else we can do to help, please let us know!Thank you again for your feedback, and we look forward to catering to more of **************** needs in the future! Best, Rugs USA Customer Support
Rugs USA is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.