Anonymous
map-marker Charlotte, North Carolina

Scammed

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Rugs USA seems to be a criminal enterprise. You send them $250.00 and you dont receive your product. Then Rugs USA cancels your order and takes $90.00 shipping fee. In short they're in the business of taking $250.00 from a consumer and returning $160.00. Not a bad business model. Where is the Attorney General to put their lights out?
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User's recommendation: Stay away, far away

1 comment
Guest

I was coming to try to write a review ANYWHERE and EVERYWHERE about the SAME EXACT THING. I cannot believe you have to pay SO MUCH MONEY TO RETURN SOMETHING.

They don't respond to e-mails and their 1-800 number doesn't even work.

I feel completely SCAMMED. I am furious.

Carleen D Kon

Refund

After ordering g a rug that was available, then put on back order and finally cancelled, I am waiting for my refund. This entire transaction started a month ago.
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Loss:
$90

Preferred solution: Full refund

User's recommendation: Don’t use this company/

Anonymous
map-marker Marcellus, New York

A wonderful easy experience with returning a rug I ordered in the wrong size! Love all my new rugs! Can’t believe how quickly they arrived!

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Had to return a rug I ordered in the wrong size, so easy and was handled very quickly and professionally! I will continue to do business with this company and enjoy sharing my experience!
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User's recommendation: Use this company!

Mary T Sjj

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Verified Reviewer

Waiting for a refund

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In December of 2020 I ordered rugs (runners) and pads from Rugs USA and within a week after delivery I returned the items ... they just did not work with my home decor. It is now almost March and after numerous emails with this company I am still waiting for a refund. I have provided them with my FedEx receipts as proof of return as asked. Their hassle-free return statement does not hold truth.
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Cons:
  • Waiting too long for refund
  • Customer service

Preferred solution: Full refund

User's recommendation: Beware!!

Margie E Oqd

You cannot can’t reach these sellers

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We are trying to place an order for several rugs and you are not accepting our address as Atlanta Georgia
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Preferred solution: Deliver product or service ordered

Sharon W Pvn

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Verified Reviewer

Rug infested with Bugs

RugsUSA - Rug infested with Bugs
RugsUSA - Rug infested with Bugs - Image 2
RugsUSA - Rug infested with Bugs - Image 3
RugsUSA - Rug infested with Bugs - Image 4

I am writing this review - BUYERS BEWARE. The company sold me a BUG INFESTED RUG and then refuses, despite many assurances that it will make things right, to pay for the damages its product causes.

I ordered a rug from Rugs USA in June of 2020.

When it arrived, the package had a strange odor; like it had been sitting in a damp basement for quite sometime. I assumed it simply got wet during shipping.

Upon opening the package and unrolling the rug in my home, I was shocked to, literally, see HUNDREDS of dead and alive INSECTS in the packaging and in the RUG itself. It was one of most disgusting sights I ever seen; even though I was a public health inspector/director for over 30 years.

The infestation of insects was so invasive and, apparently, for so long a time that it had actually eaten/destroyed sections of the wool rug. I was disgusted and physically sickened at the sight/smell of a rug full of insects inside my house.

I immediately called Rugs USA and sent It photos.

They returned my payment for the rug, but I never received, despite numerous promises that they would take responsibility, reimbursement for the extermination and cleaning of my home. I even provided, as they requested, documentation of the costs.

Their customer service, or lack thereof, is equally DECEPTIVE. I contacted customer service many times and requested to speak to the manager; but I was never given the opportunity. I asked for a phone number to escalate the matter and I was refused that as well.

Finally, I had been promised call backs from customer service for a final resolution/payment, but NEVER received it.

I have patiently waited more than 10 days before I posted this WARNING. I even told the customer service that, without a call back, it would leave me no choice but to publish the truth so others do not suffer what I have.

As a company which relies on internet sales as its business model they are conducting/transporting (or the company they hired) interstate shipment insect infested cargo.

You should NEVER DO BUSINESS with them unless you want an invasion of insects in your home. Please warn your friends.

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Loss:
$230
Cons:
  • Dealing with customer service
  • Quality of rug
  • Gross misrepresentation of item

Preferred solution: Reimbursement of $230.00 for professional house cleaning and pest extermination costs.

User's recommendation: I am writing this review - BUYERS BEWARE. The company sold me a BUG INFESTED RUG and then refuses, despite many assurances that it will make things right, to pay for the damages its product causes. I ordered a rug from Rugs USA in June of 2020. When it arrived, the package had a strange odor; like it had been sitting in a damp basement for quite sometime. I assumed it simply got wet during shipping. Upon opening the package and unrolling the rug in my home, I was shocked to, literally, see HUNDREDS of dead and alive INSECTS in the packaging and in the RUG itself. It was one of most disgusting sights I ever seen; even though I was a food and health inspector for over 30 years. The infestation of insects was so invasive and, apparently, for so long a time that it had actually eaten/destroyed sections of the wool rug. I was disgusted and physically sickened at the sight/smell of a rug full of insects inside my house. I immediately called Rugs USA and sent It photos. They returned my payment for the rug, but I never received, despite numerous promises that they would take responsibility, reimbursement for the extermination and cleaning of my home. I even provided, as they requested, documentation of the costs. Their customer service, or lack thereof, is equally DECEPTIVE. I contacted customer service many times and requested to speak to the manager; but I was never given the opportunity. I asked for a phone number to escalate the matter and I was refused that as well. Finally, I had been promised call backs from customer service for a final resolution/payment, but NEVER received it. I have patiently waited more than 10 days before I posted this WARNING. I even tod the customer service that, without a call back, it would leave me no choice but to publish the truth so others do not suffer what I have. As a company which relies on internet sales as its business model they are conducting/transporting (or the company they hired) interstate shipment insect infested cargo. You should NEVER DO BUSINESS with them unless you want an invasion of insects in your home. Please warn your friends.

Anonymous
map-marker Riverside, California

Buyer Beware of RugsUSA.com

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Ordered Rug. Cancelled it immediately. Was told "Too late, it already shipped" yet I had no email confirmation, nor did I ever receive this. Several days later the rug arrived, but as I didn't want it I never opened it and called to have it returned. Was provided a label, and Fed Ex'd it back. They claim they never received it and refused a refund. I am now out $89 and have no Rug. Refused to provide me a corporate address, said they'd have someone call. I've been trying to get this resolved for over a month.
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User's recommendation: Try Rugs.com---much better company

Archana O

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Verified Reviewer

Sent a wrong rug!

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RugsUSA - Sent a wrong rug!
RugsUSA - Sent a wrong rug! - Image 2
Your pictures are very deceiving. My first purchase WS317**** was very disappointing but I decided to not make a big deal out of it since the rug looked similar to what I ordered. This second order WS321**** is completely wrong, it doesnt look anything like the rug I saw online. I need my money refunded immediately and get this rug out of my house. It not what we ordered. I will report your organization to consumers fraud if this item is not refunded at once. Pictures 1 was ordered and picture 2 is what we received.
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Pros:
  • Seemed too have good prices
Cons:
  • Doesnt deliver on goods sold
  • Poor customer service and dishonesty

Preferred solution: Full refund

User's recommendation: Your purchase will never match the pictures online

Amy R Wgt

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Verified Reviewer

Scammed.

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I ordered a rug in August, delivered September 24. It was damaged so I immediately began trying to reach customer service for a return label. Finally after 2 weeks I got one and dropped it off October 14. The returned rug was delivered back to them October 16. October 31 they informed me my return was complete. November 9, I contacted customer service again and Mark apologized and issued a refund. Mark lied to me. Ive been scammed for $207 in early August and have not yet received a refund end of November.
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Loss:
$207
Pros:
  • There are no pros when a business plays games
Cons:
  • Complete lack of customer service
  • I was scammed
  • Long wait for product

Preferred solution: Full refund

User's recommendation: Avoid RugsUsa like it’s the plague.

Anonymous
map-marker Roseburg, Oregon

Unhappy with MISSING order and quality of what has been received.

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NEVER order carpets from this company! We ordered three rugs and three carpet pads.

We initially received 1 smaller carpet and 2 small pads. A few days later we received one large carpet and matching pad. We are fighting to find out what happened to the second smaller carpet with NO LUCK. After three calls to the Co., we CANNOT get a straight answer from anyone on the whereabouts of the second small carpet or what became of it.

We PURPOSELY ordered these carpets because they all matched. The large carpet has an obvious dye mishap in the coloring and we will just have to live with it. This is one of the worse online shopping experiences I've ever had.

STAY AWAY from this Co. I only wish I had read ALL the BAD reviews before ordering...

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User's recommendation: STAY AWAY FROM THIS COMPANY

Toni W Jav

Dissatisfied with delivery yime

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I order 5 rugs. Received one runner within 4 days; another on back order.

For the other 4, one was delivered on day 7; and the other two have not yet been delivered. Contacted customer service and they said I had to wait til a full two weeks since my order before they could do anything. Now for two days in a row got a message that something was going to be delivered by today and now it has changed to tomorrow. Rugs USA cannot offer any support.

While this is a fed ex issue according to them, I do not feel like they are hearing my concern. The two of three rugs was sent at the same time and I only received one rug....I think the other two were lost and that someone is y being honest.

Will NEVER EVER ORDER ANYTHING FROM RUGS USA AGAIN! AMAZON IT IS FROM NOW ON.

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Cons:
  • No communication to let me know there was a problem
  • Return policy
  • Poor customer service and dishonesty

Preferred solution: Deliver product or service ordered

User's recommendation: Do NOT RECOMMEND

2 comments
Osmara Qlq

I have had the same issues...ordered a rug that was on back order. Rug was supposed to be shipped August 14 but shipping date continues to change.

It’s now Sept. 4 and I’ve received a tracking number on August 26, but interestingly no info is available. Rugs USA wants to continue to blame Fed Ex...if fed ex is in fact the problem why is Rugs USA not getting another shipper??? I think it’s a very dishonest company.

Customer Service is clearly scripted and they are almost impossible to understand. And if you have any questions or concerns they just continue to respond with the same response.

Osmara Qlq
reply icon Replying to comment of Osmara Qlq

I found one customer service guy who was fantastic and took the time to call the warehouse and got me the answers i needed! Because california has had continuous shut downs and are only moving essential items it’s caused them many delays. As a customer i appreciate his honest and transparency.

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Anonymous
map-marker Sacramento, California

Want to know the status of my order

Still waiting for my rug
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Anonymous
map-marker Austin, Texas

Advertising harassment

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I just wanted to check out some styles/types/prices of rugs. I have never been left alone since. I click on 'remove ad' so on and so forth. I just can't get them to leave me alone. I will NEVER buy from them and suggest no one promote their product.
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User's recommendation: don't even research any product online You fell for the bait if you go there

Lisa g Tmc
map-marker Suwanee, Georgia

No US customer help-horrible customer service

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You can not easily cancel or return your items. I do NOT recommend this company.
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Preferred solution: Let the company propose a solution

Anonymous
map-marker Saint Louis, Missouri

No response from customer service with regard to a return

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My daughter and I have both contacted customer service for an order which was double entries. We want to return the rug, which was a duplicate, and still in full wrap unopened. They refuse to take the return or speak with us. This is not the experience I expected due to reviews.
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User's recommendation: Dont shop here if you can get rug elsewhere with reasonable return policies.