Latest review first
Horrible, horrible customer service. Never received order confirmation (though, that may have been Windows Live Mail, which filters out many important things). Fully accepting that was probably a problem on my end, I contacted "Live Chat." I asked the rep for my order number so that I could log into rugsusa.com myself and check on the status. It wouldn't log me in! I told the rep repeatedly that the number didn't work and the site continued to tell me something was invalid. I received a snarky "Well, I can see your account on my end..." (Yes, with the "...") That's great! It doesn't work. I tried to be patient and told him that I couldn't log in and could I please just get the status of the order since he could apparently see my account. He said no, "the manufacturers have gone home for the day." What? I ordered this expensive rug on June 26th. I was charged for the processed order on the 28th. I chatted with the rep one week later, where in closing, he told me he would notify me once the rug was shipped. I called July 16th. I told a grumpy-sounding rep the order number I was given, she put me on hold for a few minutes, returned and said (kindly!) that the order was shipped "today." PLEASE! Did they lose my order? Did they forget about it? Whenever the thing arrives, I will be checking the ship date. It had better not be the 17th (proving that I reminded them that they had charged me without even bothering to place my order). I am furious with this business. I don't even know if the rug was ever on back order, and I can only bet that it wasn't. Never again. BEWARE.
RugsUSA in Boston, Massachusetts - Billed card, didn't deliver
After ordering carpet tiles from Rugs USA (now House Accents) my credit card was billed $570. Their tracking showed that the tiles had not been shipped after two weeks. I called and was told they would get back to me - they did not. After a month the tiles had not yet been shipped. I cancelled the order because I cannot remain with an un-carpeted room forever, and was told the processing fee would not be refunded. So they had my money for a month, and charged me for it. Maybe that is their business plan. I will not order from them again obviously.
I have purchased rugs through RugsUSA before with no problems. This time I went through Google Checkout. The purchase was made on May 23 and I have not yet received any rugs. I had to call RugsUSA to find out that the 2 large rugs are on back order till June 16 and...
RugsUSA in Winter Park, Florida - Rugs USA never delivered
I ordered a rug seven weeks ago and never got it. After an initial order confirmation, I heard nothing for four weeks. I called customer service. After waiting on hold for about 15 minutes, the person was unable to help me because she wasn't able to contact the vendor at that time and asked me to call back. A few days later, I called back. Again I waited on hold for about 15 minutes. When I finally spoke to someone, she again put me on hold while she contacted the vendor. She told me the rug had been backordered, but it was now available and it would ship out that day. A week later, no rug. I called again, endured the hold time, and was finally told that my rug had been discontinued. Meanwhile, Rugs USA had charged my credit card seven weeks ago and never followed up on my incomplete order. If I hadn't called them multiple times, I would have paid for a rug I never received. Supposedly they have creditted my charge card for the rug. You can be sure I'll be verifying that on my next statement.
RugsUSA in Irvine, California - Horrible customer service. Very slow shipping.
I ordered a large rug online at rugsusa.com. The website says a turnaround time of about 2 weeks shipping. When I placed the order, I got an email confirmation stating the order was placed. After about 2 weeks, I still didn't receive the rug, so I called customer service. The rep said the order wasn't even shipped out yet. They said the vendor didn't get it out, blaming the vendor for the problem. The rep said it would go out the next day. Another week passes and still no rug. I call back and was told it was going out the next day. What the heck!!!??? 3 weeks later and my rug still didn't go out. I yelled at the rep, but she wasn't very apologetic, again blaming the vendor. Finally, after 4 weeks, I finally get my rug. Rugsusa.com has a huge selection, but their customer service and shipping times are horrible. And I didn't even get any kind of discount for my trouble. I even asked for one, but was denied. After that, I furnished my house from another source, denying rugsusa.com a couple of thousand dollars. Too bad for them.
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