Anonymous

RugsUSA - Review in Furniture and Decor category

This company is absolutly TERRIBLE! Absolutly zero customer service.

I ordered a rug on the 18th of November and when I ordered it my confirmation email said that it would be delivery on the 23rd of November, just in time for Thanksgiving. When it didn't arrive I was bummed but I thought maybe it was due to weather. I check back on the status of my order and it said that it hadn't even been shipped. I wrote and email, never heard back.

I called three times in a week and every time was on hold for over 15 min. Each representative gave me the run around and never got back to me. I just got an email TODAY Dec 1st stating that my order had been canceled. No explaination, no apologies, nothing.

So I call back, and spoke to another rep that basically said that was the best they could do. I told him that I would be willing to try to order another rug if he could let me know what rugs would be available to ship out in a timely fashion.

He said "sure, I just need the item number so I can look it up for you." As I look online for the item number, he hangs up on me. I will NEVER be a customer again, and I will NEVER recommend this company to anyone ever.

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Reason of review:
Order processing issue
Cashius Ycc
map-marker Cranbury, New Jersey

Rugas USA has stolen money from me

Ordered a rug. Rug never shipped.

"Customer service" does not return my calls or answer my emails. They have charged me

for the rug but I haven't seen it or received any shipping information. THEFT! Plain and simple stealing!

Super angry! I reviewed my item on the website and of course it was never posted because it was negative. All I want is my money returned and for this company to be held accountable for the terrible treatment towards the customers.

Darlene Parker and the rest of the customer service representatives are horrible dishonest people that are scamming consumers. I believe that there is a case to made against Rugs USA.

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Reason of review:
Order processing issue
8 comments
Guest

Did you ever get your rug or money back? I am wondering because I ordered last month and have had the same experience thus far. I was hoping they were just backed up due to their president's day sale, however, after reading into the company, I am now concerned that it is a scam...

Cashius Ycc
reply icon Replying to comment of Guest-1297918

See my comment below. I had to dispute the charge with my credit card company in order to get the issue resolved.

Cashius Ycc

Update: I disputed the charge with my credit card company and was reimbursed. As I understand it, the credit card company faxed/emailed and called RugsUSA with the dispute information and did not hear back from RugsUSA.

I received money from the credit card company and two weeks later RugsUSA credited my account.

Myself and the credit card company have been taken care of but unfortunately it was a long two month process.

ALSO, it appears that RugsUSA continues to use UPS as the scapegoat for their poor customer service and bad business. Poor UPS!

Guest

I am having the SAME issue right now I am soooo sad! I will be reporting it as FRAUD with my bank if they do not come through!!!

Guest
reply icon Replying to comment of Guest-1232318

Me too!!!! WTF what number did you call? I can't even find a phone number on the site to call

Cashius Ycc
reply icon Replying to comment of Guest-1236852

609-447-****. Sorry for late response. Hope your issue was resolved.

Guest
reply icon Replying to comment of Guest-1232318

Do it. I'm going to if I don't get my runner...

Cashius Ycc
reply icon Replying to comment of Guest-1260051

We had to dispute the charge with our bank. Two months later RugsUSA reimbursed my credit card. Hope your issue has been resolved.

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Anonymous

RugsUSA - Review in Furniture and Decor category

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Worst customer service ever. Took me over 2 months to receive all my rugs. Did over a thousand dollar order... And TWICE they sent me the wrong color. Customer service is rude and not sympathetic. They don't try to satisfy the customer. And I can't even re order another rug that was the right color because of their "system limitations". After I finish getting my rugs I ordered 2 months ago I will NEVER order from them or recommend them to anyone.
View full review
Reason of review:
Not as described/ advertised
Anonymous
map-marker Riley, Kansas

Disgraceful service

Trying to return a large rug that was not as I had expected has been a nightmare for almost two weeks taking up endless time and therefore $. I have all the email and followed up and called until I got some action. I was eventually sent a return authorization code but couldn't figure out how to do the return label. Yet another phone call and I was told that the time limit had expired for returns even though they had had been the hold up for days and days!!! I called and demanded to actually speak to a supervisor and to have the latest in writing. On hold for ever and a day. In the end, I was told that would make an exception! Well wow! I said I wanted it in writing and also that I would not be charged a restocking fee. This is a brief version. DON'T USE THIS COMPANY!
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Terrible customer service

I ordered a rug paying over $500 for a large area rug for my family room. I didn't put it down immediately after receiving since I am out of town a lot for business.

The rug began shedding after I put it down. There were constantly fibers all over my wood floor. It became unbearable, having to vacuum multiple times a day due to the shedding. I was a week or so out of the return time.

I asked to speak to a supervisor and was given a voicemail. I left my contact information and a call was never returned.

i followed up no fewer than four times in a weeks time but still no supervisor was available. Don't buy anything from this company.

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Reason of review:
Bad quality
2 comments
Guest

I think I saw a disclaimer about the shedding. You should read through every details before ordering online to save you from these types of situations.

Guest

That's normal for the first 3 months nths with wool rugs. It says it in the ad!!

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Anonymous
map-marker Los Angeles, California

The Worst

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Go. Elsewhere.

World Market. Pier 1. You grandmothers's attic. Anywhere but RugsUSA which whiffs more like a *** than a legitimate business.

Same problem as others on this board. Two rugs were delivered. One wasn't. A week went by.

Then two. Then three. And each time I spoke to CS the assured me that coincidentally today would be the big day but alas. A time suck.

An everything suck. The first ones came quickly. They're not bad. But this isn't a company that really has an infrastructure.

The CS person was the same girl each time I called. Which means they're understaffed and it must really suck to work there.

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Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

Anonymous

Very Frustrating System

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I recently ordered a rug for my new apartment. The first rug showed up torn, which I assumed was from delivery. I contacted customer service to get a new rug issued. Their system is so outdated, they cannot send a new rug even for something like that. I had to wait until the first rug was returned/refunded and then had to order another rug on my own accord. The initial refund was supposed to take 2-7 business days. After 7 days, I still did not have a refund. When I finally received it, I ordered another rug. This rug was lost by UPS apparently on delivery. Again, because of the outdated system, I as the customer, now have to wait 8-10 business days until they resolve the issue with UPS even after I told the company I no longer want the rug. Instead of being able to issue me a refund now, I have to wait another two weeks until they resolve the issue with UPS and get the refund submitted even though I will not even be getting the rug I started ordering a month ago for my apartment. Customer service has been decent but the processes the company employs are just outdated and do not make the customer feel like they are the most important thing to the company. In most cases, a company would send a replacement to the customer especially in these cases when the issues have not been my fault. Very dissatisfied with their methods and the lengthy process I have had to go through to not even end up with a rug.
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Reason of review:
Return, Exchange or Cancellation Policy
Lariah Qty
map-marker Waltham, Massachusetts

Bright RED is not Charcoal Gray

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RugsUSA - Bright RED is not Charcoal Gray
RugsUSA - Bright RED is not Charcoal Gray - Image 2
Updated by user Apr 14, 2016

I have a huge, ugly red rug sitting in my kitchen right now that takes up tremendous space. I ordered a gray and blue rug. I refuse to pay $139 plus and additional home pick up fee to correct their mistake in sending the obviously incorrect rug.

Original review Apr 13, 2016
I ordered a rug with a charcoal gray and blue pattern. I received a solid, unpatterned, bright red rug.

I'm not looking forward to dealing with them, based on reviews. The website will only allow you to request a return if you agree to pay $139 PLUS some unknown additional fee for UPS Freight to pick up the rug. I have a huge, useless rug sitting in my hallway now, after having waited for weeks to receive the rug I wanted. RugsUSA claims they won't be responsible for discrepancies in color but this is utterly ridiculous.

I should not have to pay upwards of $200 for literally nothing. Plus I had the inconvenience of waiting, and having to store this red rug -- something for which I do not have the space.

This return fee is nothing less than extortion.
I've included pics of the rug I ordered and of the rug I received.
View full review
Loss:
$700
Cons:
  • Forced payment to return incorrect item
  • Poor customer service and dishonesty
  • Inconvenience
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Anonymous

Horrible company!!!

I bought a rug from rugsusa and watched the tracking info for what I thought was the total order. Only the pad, an add-on item, arrived.

I called to check in on the order and was told it would be sent out the next day. I gave away my run in anticipation of the one I bought. Then 2 days later I got an order cancellation message. They didn't have the rug to be able to sell me.

I got left with the pad, and they won't accept it back even though it's within 30 days AND they screwed up and couldn't deliver on the sale of the rug I chose. Customer service has been terrible. They are the worst.

SO unhelpful. I really caution anyone from buying from them, and I hope their company goes under.

View full review
Cons:
  • Terrible customer service
  • Doesnt deliver on goods sold
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Atlanta, Georgia

DO NOT EVER USE

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WORST "customer service" EVER if I can even call is service. The fix to any issue is, on just send it back we MIGHT refund you might not and I'll give you 10% off the reorder. WHAT!? You want me to be out of pocket for 2 rugs, both in which you have in your possession and I can HOPE you refund me? By the way, we are returning the rug because it came to our house covered in dirt, soot and ripped. That. Makes. NO. Sense. "Oh, we will have a supervisor contact you shortly' aka NEVER. 'Oh, we are so sorry but nope no replacements'. THIS IS BS! They don't care about you, your rugs, or even these reviews! You would this a $1500 order mattered....but nope! I am just hoping so save someone the trouble!
View full review
Loss:
$400
Reason of review:
Can I check all of these

Preferred solution: Full refund

Anonymous
map-marker Saltville, Virginia

Rug Review from Saltville, Virginia

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Ordered two rugs for my kids rooms using 90% off code. One went to 222$ and the other 115$ and got the tracking for it as well. Ups came and dropped off one rug. Checked my receipt and they charged me 300 for one rug which was not the deal. I emailed them but no response yet. Although the rug I got is ok so far. I didn't want to spend 300+ on one rug. I want the second one Bc it gave me the total before for the two and now it's only stating I bought one. They are scammers who just want it for the money. Btw! They will tell you 70% off one day than on a holiday up their prices and say 80% off or so on. When really you're paying the same thing.
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Reason of review:
Problems with payment
Anonymous
map-marker Mount Pleasant, South Carolina

Website hard to navigate

I have ordered many rugs from this website on the past and have had an easy time finding what I want . However in current times, if I find a rug I like on Monday, it is impossible to find on Tuesday. The website is not as easy to navigate as it was last year. I'll go to another rug dealer. It is frustrating to deal with. The filters (colors, size, etc.) are not effective and do not filter. There is no SUBMIT after the parameters are entered. There is not a CONTINUE SHOPPING option after you choose a rug. Please correct the ease of use of your site. Done!
View full review
Reason of review:
Bad quality
Anonymous
map-marker Tobyhanna, Pennsylvania

Bad Company

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I wish I'd read these reviews before ordering a rug that never arrived.

Poorest (none) communications. Okay, you need 100 words.

You suck, your customer service is ridiculous, no one will help you, delivery hasn't happened yet so I can't comment on that. Tracking number they gave didn't help me at all. Am I at one hundred yet? They look like they have good quality rugs but I'll let you know in another one hundred words about that at another time.

I was just told it would be sent out by the end of the week. They had a processing problem. What does that even mean? They forgot how to process a payment, call down to the warehouse and have the *** rug packaged up and sent out.

Sounds easy, right?

Apparently not for these brainiacs. After reading all these pissed off reviews, I won't be ordering from this company again.

View full review
Cons:
  • No communication to let me know there was a problem
Reason of review:
Order processing issue
Anonymous
map-marker Hendersonville, North Carolina

Look Elsewhere; Horrible Experience

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I bought two 8X10 wool rugs and rug pads; spent hours online trying to find exactly what I wanted; I did find them...or at least I thought I did. I ordered the two rugs; however, I never received the rugs...just the pads.

No communication; had to continue to call to get the story...they sold the two rugs, even though they did not have them in stock.

Had to pressure to get a refund; lacks ethics and could care less about customer satisfaction. Too many other businesses out there....so look elsewhere and save yourself a huge hassle. I wish I had took the reviews I read on this company to heart and shopped elsewhere.

Life is too short for this nonsense. Shame on your, RugsUSA.

View full review
Loss:
$400
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

1 comment
Guest

I've been waiting almost a month for a small rug. When asked they said there was a processing delay.

No communication, no apologies.

I won't order from them again.

Anonymous
map-marker Montclair, New Jersey

BUYER BEWARE - Returns are pretty tough

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Problem description:

We ordered 2 rugs from this merchant. They were the wrong size.

We decided to return them which was within compliance with their policy. We received a return authorization number for each rug (after asking 3 times). The return authorization email gave the following instructions: ----------------- Thank you for shopping with House Accents / Rugs USA, we are sorry that you are unhappy with your purchase. Please follow the steps below carefully, to ensure a full refund of the purchased item.

If you have any questions, or need assistance, please contact Customer Care at 609-447-****. The Return Authorization number for item(s): 200ACR129G-609 RA#: rugsusa-####### 200SBHAC13A-609 RA#: rugsusa-####### The return address for this item(s) is: Rugs USA.com 8 Santa Fe Way Dock # 12 Cranbury, New Jersey 08512 • Re-package your item using the original packaging material or equivalent form of wrapping that will protect the item during shipment. Label the package with the Return Authorization number above. • Mail your package to the address listed above.

Use a carrier that will provide you with a tracking number such as UPS or FedEx. We highly recommend that you insure your package for its full purchase price with the carrier you select as we are not responsible for loss or damaged merchandise that is returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damage. • Once you have mailed your package, forward the return tracking number to Info@***.com.

Please include the Order number, Name on the order, and Return Authorization number. Be sure to save your shipping receipt and tracking number in case we have any questions. Return credits may take up to 15 business days to process. If we do not receive your tracking number we are not responsible for any delays in processing your credit.

Return labels: http://www.rugsusa.com/rugsusa/rugs/rugs-usa-electronic-label Notes on Returns • You have 7 days to return your item from the date you are issued the return authorization number. • Do not fold, staple or tape any surfaces of the item. • Returned merchandise must be in new, unused condition. If an item is soiled or damaged it may be refused or incur a 25% restocking fee.

• Rug pads that have been opened may not be returned. • No returns will be accepted without a return authorization number. If an item is received without proper authorization it may be refused or incur a 25% restocking fee. • Returns that are shipped to the wrong address will incur a 20% service fee Kind Regards, Rugs USA Customer Service ------------- We live in the area so we decided to drop if off directly at their location.

We attached the proper RA numbers to each rug, drove to the above address and left them with 2 friendly employees who assured us that we were doing the right thing. We even took a photo of the rugs, dock, and employee (JUST IN CASE). We received an email back stating that 1. there were no employees at the warehouse (there was no other business at that address) 2.

There were no rugs with return authorization numbers (they were clearly marked) 3. That we were not supposed to drop them off ourselves so even if they do find them Rugs USA will only give us 75% of our purchase price.

We will be taking further action to recoup 100% of our funds. BUYER BEWARE.

View full review
Cons:
  • I was scammed
  • Return policy
Reason of review:
Poor customer service
1 comment
Guest

Hello, I am sorry to hear about your bad experience with RUgsUSA. I too have had a terrible experience with RugsUSA.

I received a rug that was damaged by the shipper. It had been dragged along concrete and the binding was torn along one edge. Rugs USA will neither refund nor replace my rug. Thu told me I would have to wait until UPS processes a damage claim and then they would get back with me if/when they approve the damage claim.

This is OUTRAGEOUS treatment of a customer. I would encourage you to file complaints against them with the BBB and FTC. Here are the links to get started. I submitted complaints to both and it took me less than five minutes each.

I believe Consumers should take the time to report companies with unfair business practices to protect other unsuspecting people from encountering the same problem.

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

https://www.ftccomplaintassistant.gov

Best of luck to you!! Alyssa Brennan

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