RugsUSA - "New" rug with pet urine stain!

Buyer beware. I recently purchased an area rug from Rugs USA. I made the mistake of waiting to take the rug out of the packaging until the room for which it was intended was painted. Upon opening and unrolling for the first time, I noted an irregular yellow stain in the center of the rug.

I contacted customer service only to be told they could not help because I was outside the "14 day" return window. I was told a supervisor would contact me to discuss the situation, but that call never came.

In an attempt to salvage an already bad situation, I took the rug to a local rug cleaner in hopes of removing (or minimizing) the stain. The cleaner immediately identified the stain as pet urine! Disgusting! There are no pets in my house. The cleaner was honest and let me know the stain would be impossible to remove. They obviously sold me a rug which had been returned, stained, by another customer.

This was not a case of me changing my mind about color, size, etc. sold me a damaged product and refused to stand behind it. #rugsusa #neveragain

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Product or Service Quality
Price Affordability
Exchange, Refund and Cancellation Policy
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Value for money
Advertised vs Delivered
Style and Design
Delivery Service
Customer service

  • What I liked
      No items
  • What I disliked
    • Customer service
    • Return policy
    • Quality of product

Reason of review:
Damaged or defective
Product or service
Rugsusa Rug
Review category
Furniture and Decor
review #908351

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