RugsUSA
Reviews and Complaints
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.
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.
RugsUSA - Review in Furniture and Decor category
Disgraceful service
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.
The Worst
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.
Preferred solution: Let the company propose a solution
Very Frustrating System
Bright RED is not Charcoal Gray
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.
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.
- Forced payment to return incorrect item
- Poor customer service and dishonesty
- Inconvenience
Preferred solution: Full refund
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.
- Terrible customer service
- Doesnt deliver on goods sold
Preferred solution: Full refund
DO NOT EVER USE
Preferred solution: Full refund
Rug Review from Saltville, Virginia
Website hard to navigate
Bad Company
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.
- No communication to let me know there was a problem
Look Elsewhere; Horrible Experience
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.
Preferred solution: Let the company propose a solution
BUYER BEWARE - Returns are pretty tough
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.
- I was scammed
- Return policy
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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...
See my comment below. I had to dispute the charge with my credit card company in order to get the issue resolved.
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!
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!!!
Me too!!!! WTF what number did you call? I can't even find a phone number on the site to call
609-447-****. Sorry for late response. Hope your issue was resolved.
Do it. I'm going to if I don't get my runner...
We had to dispute the charge with our bank. Two months later RugsUSA reimbursed my credit card. Hope your issue has been resolved.