RugsUSA

I received the rug pad first. And the rug much later.

When I placed the rug and the rug pad out, the pad was sticking out on all sides. What! I paid nearly as much for the rug pad as the rug. I contacted Rugs USA, and the csr said that I could trim it to size.

I explained to her that we are not physically able to trim to size. Per the csr, you can process a return for a refund or we can send another rug pad. But you'd probably have the same problem. Then she said she'd check with the back office for other options.

I received an email several days later stating how I could trim it or process a return. Adding that it states on their website that you may have to trim the rug pad. WOW! If that's the case, why charge the $35 for a rug pad the customer has to trim?

Rugs USA should trim the rug pad to the rug size ordered and ship the two items together! I started the return process. WHAT A JOKE! Does Rugs USA really think that it's okay to take a $15 processing or shipping fee for a return on a $35 item!

The rug pad is very light in weight. If they want to keep customers, stop trying to rip them off!

And take the time and energy to satisfy a customer's order by trimming the rug pad to fit the size carpet ordered. This was my first and LAST order from Rugs USA.

Purchased a rug. I noticed that my shipping address was wrong; it was to my old address from my last order.

So, I called customer service 3 minutes after I placed the order to get them to change the address for me to the correct address, and I was told they do not have the ability in the system to change the address. I would have to wait until it was given a tracking number and then call back to see if the carrier would agree to change the address to the new updated one... OR I can go pick it up where it ships to, LOL! This place is such a scam.

They are all about money. If you cancel an order, you have to pay to send the item back as well out of pocket. Just everything about them is sketchy! They take your money and then run with it.

Spend more and go elsewhere. Somewhere with helpful support staff.

We will see if I ever get this rug now! Years beware!

I cancelled my online order about 3 hours after I ordered it due to reading more negative reviews about the rug & that it shedded really bad...they told me I could not cancel (even though it had not shipped) They told me they would wait until it got on FedEX truck then request it be returned...not true all lies...when I check my order status it is scheduled to be delivered Thursday...I am 74 years old and there is no way I can accept the rug and return it to Fed ex location because it weighs 56 pounds...so they have me...they are forcing me to accept a rug I don't want or pay as much as the rug costs to return it to them...this is nothing but a scam...2 things will happen they will deliver the rug I don't want or not deliver and charge me for return shipping...I am screwed either way

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!

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.