Reviews

Review Details

• Review fromRona D

  Date: 10/21/2023

  1 star

  Rona D

  Date: 10/21/2023

  Terrible experience. I ordered an 8x10 ft rug and received a 10x13 ft rug. The back of the rug tag was already cut off on my rug when I received it. I tried to return through customer service and they kept insisting that they did not re-sell returns, which is sketchy considering the tag was cut off mine. The return process was horrible because the rug couldnt be identified due to the tag being cut off. I would not recommend ordering from them.

  Rugs USA

  Date: 10/30/2023

  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 for this issue! I have let our ***************** Team know about this issue so that they can look into it further. I see that we issued a return and full refund for the incorrect rug that was shipped to you in error. If you would like help re-ordering the correct rug, please don't hesitate to contact our ************* Team before ordering! Best, ********************** Customer Support

• Review fromCeleste T

  Date: 10/15/2023

  2 stars

  Celeste T

  Date: 10/15/2023

  Beautiful rugs if youre sent the right one. Terrible customer service. I was sent the wrong rug. I was willing to keep the wrong one, but it was much lower priced. I asked rugs usa to honor the lower price, which is about $200 less than what I paid for the one I ordered and they offered to refund me 20% and not honor the lower price. I went back and forth with customer service, being advised their system SKU is linked to what I was sent. I provided my order and the product listing showing the item I ordered and advised that I cannot see their product build system so I cant speak to how their SKUs are linked, but its clearly incorrect. Despite all of this, still a 20% discount for the wrong item. To be clear, ** being asked to pay a price higher than what I could buy the rug for had I ordered it in the first place. I declined and advised they need to pick up the wrong item. They advised they *may* be able to waive the pickup fee which is unacceptable for being sent the wrong item. Terrible customer service. If you get the correct item, theyre good rugs at great prices. If you get the wrong one, good luck.

  Rugs USA

  Date: 10/16/2023

  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 learn about this issue! I have looked over your order, and it looks like there was a mislabeling issue with the rug that you received. The correct item number (or SKU number) was on the rug and the outer packaging, so when our fulfillment team pulled the rug from the shelf, they had no reason to believe they were shipping the wrong item. We have notified our warehouse team so that they can inspect all of the remaining stock of the 2 colors for this rug and relabel them as needed. For your order, we have waived the return fee and once the incorrect rug is picked up, you will receive a full refund. Again, we are so sorry for this inconvenience. Please let us know if you need any further assistance or have any other concerns. Best, Rugs USA Customer Support

• Review fromlinda c

  Date: 10/02/2023

  1 star

  linda c

  Date: 10/02/2023

  DO NOT BUY from Rugs USA unless you are prepared to pay $13+ for return shipping.even if the product is cheap and the wrong color. I didn't even open the package. I ordered 2 GREY rugs and got BRIGHT WHITE. I was told by customer service (they are horrible) "sometimes the color looks different online". There is a huge difference between bright white and grey now I am supposed to pay $23 for shipping for 2 rugs. Also, you can't ship returns together even though the rugs were shipped together. One rug cost $26 and will cost $13 to ship back.They should just say NO RETURNS

  Rugs USA

  Date: 10/03/2023

  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're sorry to hear that your order did not arrive as expected. 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.I see that the rugs you ordered have a white background and the design is grey, so the rug has an overall light grey appearance. Please be on the lookout for an email from me shortly to follow up on your concerns.Best,Rugs USA Customer Support

• Review fromJames K

  Date: 09/19/2023

  1 star

  James K

  Date: 09/19/2023

  My experience with Rugs USA was negative. I ordered two rugs and two rug pads, and although the rugs and pads appeared to be of satisfactory quality (although I didn't actually ever use them), they didn't work out for the intended space. My complaint is with the return policy. By the time I paid the return shipping and packaging costs, it was very costly to return the four items. The return items had to be paid for and shipped separately, and by the I paid the shipping, packaging, and return fees, I was out a significant amount of money. I would never again by from an online business that charges SO much for returns. My advice: be VERY sure you order what you want because you'll pay hefty return fees if it doesn't work for you.

  Rugs USA

  Date: 09/20/2023

  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 so sorry to learn that you weren't happy with your order! Our full return policy is listed on our website so that all of our customers can be aware before placing an order. The cost to return is based on the item you are returning. Your return cost will be displayed when you process your return and will be deducted directly from your refund amount. Please look for an email from me to follow up on your concerns. Best, Rugs USA Customer Support

• Review fromSusan T

  Date: 08/02/2023

  1 star

  Susan T

  Date: 08/02/2023

  I bought over $1,000 in rugs (3) and two pads from Rugs USA late in 2022. They were advertised as carefree and "machine washable." That is a lie! I washed one rug in the washing maching on cold and air dried it. It shrunk 10-15%. I had another large rug that I sent to a professional cleaner hoping that would help. Oh no. I paid $199 to have the rug cleaned according the Rugs USA's instructions. It also shrunk 10-15%. Now, both rugs are useless and so are the pads. I contacted Rugs USA and they told me I can't return the rugs even though they are obviously defective and the company uses false advertising because it is "beyone the policy return date." Seriously? Now, I'll be filling up the landfill with s*** rugs that no one will want. In addition, I'll have to invest more money to get new rugs. They won't be from Rugs USA or probably any other online rug supplier.

  Rugs USA

  Date: 08/04/2023

  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. I am so sorry to learn about these issues! I will be emailing you shortly to further discuss these issues. Thank you, Rugs USA ****************

• Review fromTaylor F

  Date: 08/01/2023

  1 star
  The rugs that were darker stained my freshly installed white carpets for good. I will have to completely replace them. You are getting what you paid for here- what's cheap ends up being cheap. Our rugs tore within weeks.

• Review fromAmanda T

  Date: 06/30/2023

  1 star

  Amanda T

  Date: 06/30/2023

  I returned the rugs I ordered over a month ago and still have not gotten a refund. I will NEVER order from this company again and hope they no one makes the same mistake I did by ordering from here. Total thieves.

  Rugs USA

  Date: 07/06/2023

  We are sorry to hear that there was a delay with your refund. This is not the experience we want for our customers. It looks like a Chargeback was filed. The chargeback was resolved and you should be receiving your refund from your financial institution any day now. Thank you and we apologize for the inconvenience.

• Review fromHeather E

  Date: 06/09/2023

  1 star

  Heather E

  Date: 06/09/2023

  Poor quality rugs, terrible return policy.I bought 2 rugs, and the premium rug pads, but the rugs did not fit the pads, smelled aweful, and when I tried to return them I had to pay the outrageous return shipping myself.

  Rugs USA

  Date: 06/12/2023

  This is not the experience we want for our customers. Someone will be reaching out to you directly regarding this concern.

• Review fromSarah Z

  Date: 05/28/2023

  1 star

  Sarah Z

  Date: 05/28/2023

  NEVER AGAIN!This was my first and last time purchasing from this company. I was sent the wrong item, and now I am being charged a return shipping fee to ship this item back. The fee reduces the refund amount, which SHOULD be the full amount I paid since this was not MY mistake. I have had to call repeatedly, and send MULTIPLE emails to validate that this is not my error, but the company's error. I have screenshots of the order confirmation I was sent, thank goodness, showing photos of the rug I purchased which is different than what I was sent. The rugs are two completely different colors. I ordered a white rug with a pink pattern on it, and the rug I was sent is pink with a white pattern. **************** told me TWICE that this is what I ordered, and that I can return it but I'll have to pay for the shipping. Since I have confirmation photos of what I ordered, it is now being escalated to someone higher up. I do my research before purchasing from companies I have never purchased from before. I had read reviews from people complaining about this same issue, but thought that my order was simple enough that I'd likely be okay. NOPE. Charging any customer, or penalizing any customer, for a mistake that the company made is just bad business. I seriously feel like this may be a scam. Most customers wouldn't go as far as I have (but I fight insurance companies for patient benefits for a living, so this is in my wheelhouse), and just end up keeping the item because it's just easier. But that shouldn't be the case. There are plenty of companies out there that value their customers, and I will simply shop just with those companies. For instance, Ruggable has THE BEST customer service! I have received an incorrect product from them before, and even had a rug just disappear during shipping (thru ****** never to be found, and Ruggable sent me out the correct and replacement items immediately, no charge to me. Companies like that earn my business for LIFE.

  Rugs USA

  Date: 05/30/2023

  Hi and thank you for reaching out! This is not the experience we want for our customers.
  Someone will be reaching out to you directly regarding this concern.
  

  Rugs USA

  Date: 05/30/2023

  Hi and thank you for reaching out! This is not the experience we want for our customers.
  Someone will be reaching out to you directly regarding this concern.
  

  Rugs USA

  Date: 05/30/2023

  Hi and thank you for reaching out! This is not the experience we want for our customers.
  Someone will be reaching out to you directly regarding this concern.
  

• Review fromNavasha M

  Date: 04/10/2023

  1 star

  Navasha M

  Date: 04/10/2023

  So disappointed purchased several rugs from this company. Its been a few months and only two adults who work a lot away from home live here.I sent pictures of the rugs coming apart to Rugs USA and even stated I would accept a credit . The consultant was rude and offered me a 20 % discount code . The audacity considering the quality was disappointing and that is the standard discount . And why would you offer me a discount to buy more rugs with the issue I have just had and shown you ?

  Rugs USA

  Date: 04/17/2023

  This is not the experience we want for our customers. Someone will be reaching out to you directly regarding this concern.

  Rugs USA

  Date: 04/17/2023

  This is not the experience we want for our customers. Someone will be reaching out to you directly regarding this concern.