Anonymous
map-marker Fountain Valley, California

I have read other reviews before I purchased.

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They were all in stock and I received them in 3 days of purchasing. A few nights ago my son dropped a bottle of Olive Oil on my 5 x 7 rug.

I immediately put it in the washer with regular detergent and cold water. The oil came out. I put it in the dryer without heat for one cycle, then put it outside to dry for 2 hours. It came out beautiful without any wrinkles.

I then did the same with the kitchen rugs and runners, with the same results. I am handicapped, they have made things a lot easier for me and I love these rugs.

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User's recommendation: I highly recommend these rugs.

Robin M Wko

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Verified Reviewer

HORRIBLE CUSTOMER SERVICE

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This rug was advertised as 'spill proof', but it's not! I bought a rug and discovered it wasn't spill proof as stated.

I initiated a return process; however, due to unforeseen personal circumstances, I didn't make it to the UPS store in time. When I remembered and tried to access the UPS label, it had been cancelled. I thought I could simply request a new label, but it was not that easy. They offered a return, but only in the form of store credit.

I don't understand why I would want that. I discovered through my interactions with their customer service that they refurbish their rugs for resale. I started to suspect that I may have received a refurbished rug. So now, if I return the rug, they'll give me store credit, refurbish the rug, and I'll end up never using the credit because I wasn't satisfied with their product.

If you request to speak to someone higher than a manager, there's no one available. I would advise researching this company before making a purchase. I have discovered numerous complaints about their customer service! Check the BBB!

It's enlightening. Never in my life have I experienced such a low level of customer service. I'm now nearly $300 out of pocket for a rug I will never use!

Thanks for the cooperation, Rugs USA! Such nonsense!

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Loss:
$260
Cons:
  • Customer service

Preferred solution: Full refund

User's recommendation: DO NOT BUY!!!!!!!!!!!

Pamela G Hlx

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Verified Buyer
|

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Verified Reviewer

Pad missing

RugsUSA - Pad missing
Contains 1 confidential file for company representatives

Refund the 62.09 dollars for the 7x9 pad or ship it via one-day delivery. The package arrived the day I left for a 12-day trip, and my room was not complete until today to put the rug down. It seems little is done correctly anymore.

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Loss:
$62

Preferred solution: Full refund

Seminole H

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Verified Buyer
|

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Verified Reviewer
| map-marker Oklahoma City, Oklahoma

Never received my rug.

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Contains 1 confidential file for company representatives

Emailed many times and never received my rug. They kept saying it was on back order.

Never said it was out of stock when I purchased it. BAD CUSTOMER SERVICE. Now I am having to deal with the payments. A very unsatisfactory experience.

BUYER BEWARE. BUYER BEWARE

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User's recommendation: DONT PURCHASE FROM THIS COMPANY

Anonymous
map-marker Oakland, New Jersey

Horrible quality

RugsUSA - Horrible quality

The rug isnt finished. They only have a thread every quarter inch and they told me I have to pay to ship it back to them the rugs about a $10 rug stated it was originally almost $300 on sale for anyone remember rugs.com is notrugsusa.com.

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User's recommendation: Run buy elsewhere

Anonymous

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Verified Buyer
| map-marker Kansas City, Missouri

Difficult returns

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Contains 1 confidential file for company representatives

Got my order, and have been contemplating returning it. They say that buyer must pay return shipping and the cost varies from order to order (based on size/weight is my guess) which sucks on its own.

But I cant see how much Id have to pay until I go through with the returns process, and I cant do that if my order doesnt show on the site as having been delivered. Two days later and it still shows on the site as being on the way even though they have the fedex tracking number on the page and it says delivered.

I wonder if this is a tactic of some kind to diminish the number of returns, hoping people will forget about the return or warm to the item they initially didnt want to keep. Regardless its annoying.

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User's recommendation: I don’t want to say DONT use this site, but be as sure as possible that you really want the item

Anonymous
map-marker Creston, North Carolina

Tried to respond to your email and it was a “do not reply “

We did not receive the rug. Please send the replacement to

5200 Milford rd

Charlotte, NC 28210

Andy Guion

Aguion55@***.com

704.277.9522

339 Highlands Trail

Grassy Creek, NC 28631

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Petra H Pmp

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Verified Buyer
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Verified Reviewer

Rug in poor quality and not what I expected for this price

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Contains 1 confidential file for company representatives

This rug that I received is not what I expected and they want to charge me over $61 to return. Terrible business.

Do not buy from them. Had I realized this I never would have ordered from them in the first place!

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Loss:
$61
Cons:
  • Returns and quality of rugs

Preferred solution: Full refund

User's recommendation: Beware this company does bad business.

Anonymous
map-marker Philadelphia, Pennsylvania

WS613**** authorization coed 993789

ERROR in ship to address.

Please change the ship to address:

400 West Swedesford Road #214

Thank you

Judy White - mobile 610-608-****

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Anonymous
map-marker Pontiac, Michigan

You can find me to deliver my lamp

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I loved the brass lamp! Apparently your delivery company cant read a map.

I have lived here 18 years and all other delivery companies find me !! Maybe you should switch from Lasarship to Fed Ex or UPS !!!

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User's recommendation: Think twice

Anonymous
map-marker Lebanon, Kentucky

My rug cam damaged

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RugsUSA - My rug cam damaged
RugsUSA - My rug cam damaged - Image 2

Your customer service was very helping and nice to me. Love you rugs, will continue to order in future.

Thank you

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User's recommendation: Order from rugs.com

Sarrah Snw

Awful!

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Poor quality and service. I think they may be a scam company.

Something just seems really fishy with their customer service and business practices. Dont take the risk.

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Anonymous
map-marker Union, South Carolina

These people are in the Philippines! They speak terrible English! What a waste of time to employ these people to handle issues in the United States.

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Terrible customer service! RugsUSA takes care of their customers from another country!

These people do not understand English much less speak it . You need to reconsider where you base your customer service.

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User's recommendation: Find a company that has customer service in he United States!

Anonymous
map-marker Ambler, Pennsylvania

Not recommended

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Unfortunately, I am not able to recommend this company. Their site advertises free 2-day shipping, which is great, but it's been two weeks and my rug still hasn't even shipped.

The person I spoke to over email seemed pleasant and originally refunded me 20% of the purchase price for the delay, which I appreciated. However, they said they would ask the warehouse to expedite my order and I should see my tracking information within three to five business days. Frankly, I don't consider that to be expedited service. I understand that they may be understaffed or have other lingering effects of COVID on their business and I wouldn't be so incensed if they had just been honest about the time to ship.

I've now requested to cancel the order as well as a full refund because I doubt very much that it will be shipped at all.

I've had no trouble with Wayfair or Overstock before, so I'll be sticking with them in the future. Heck, a trip to HomeGoods would even work!

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User's recommendation: Simple: don't bother.

Mark S Mdk

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Verified Reviewer

Terrible customer service

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RugsUSA - Terrible customer service
RugsUSA - Terrible customer service - Image 2

We bought two rugs from this outfit and one of them was wrong color. Rugsusa wanted US to pay $132.00 for return shipping for the mistake they made..Well ,we filed the claim with our credit card and put this behind usrecommending to find better place.. they claim that the color of the rug is beige when in reality it is off white..

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Preferred solution: They refused to rectify the problem as should be done by self respecting business.

User's recommendation: Run away and run fast

DARENA W

No communication

I got mail saying my 15x18 rug was delayed with no dates as to when I can expect it, tho I did receive the pad, I have no clue as to when my rug will arrive.

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Pros:
  • Prices
Cons:
  • Dealing with customer service

Preferred solution: Deliver product or service ordered

About

Summary

RugsUSA is an on-line retailer of an extensive variety of area rugs. RugsUSA started its history in 1998, perfecting itself day after day and bringing the latest designs at the best prices. RugsUSA presents modern trend rugs, outdoor rugs, Flokati shags, leather rugs, children rugs, Oriental and Persian rugs, as well as accessories for the home, elegant lightings, exquisite mirrors and charming wall clocks. RugsUSA offers big discounts on America's leading brands of the area, including Shaw, Milliken, Safavieh Carpets, Momeni, Mohawk, etc, with always free shipping. RugsUSA offers the lowest prices on the products which can beat any competitor by 10% surely.

RugsUSA reviews and complaints

RugsUSA is ranked 9 out of 118 in Carpets, Rugs and Mats category

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