Jaydyn Ypw
map-marker Mineola, New York

INTERNATIONAL FRAUD

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i ORDERED A RUNNER IN APRIL '17 AND NEVER RECEIVED IT. WHEN I PLACED THE ORDER AND PAID THROUGH PAYPAL THE SHIP TO ADDRESS WAS AUTOMATICALLY TO A FORWARDING COMPANY PITNEY BOWES IN KENTUCKY.

I THOUGHT THIS WAS THE COMPANY THEY USED SO I DIDNT BOTHER USING MY OWN TO HAVE IT FORWARDED TO CANADA......NOW RUGS USA SAYS IT WAS DELIVERED TO THAT ADDRESS SO THEY DONT CARE. PITNEY BOWES SAYS THEY CANT FIND IT WITHOUT AN EBAY ORDER #....I FROM DIDNT ORDER FROM EBAY. BECAUSE PAYPAY IS ASSOCIATED WITH EBAY I CALLED THEM AND OF COURSE THEY'RE ANSWER IS THE PRODUCT WAS DELIVERED TO THE ADDRESS SPECIFIED THEY HAVE NO HELP AVAILABLE.....HMMMMMM TRY TO ORDER FROM RUGS USA TO AN INTERNATIONAL ADDRESS THROUGH PAYPAL AND YOU WILL GET THE PITNEY BOWES FORWARDING COMPANY AND SEE WHAT HAPPENS TO YOUR SHIPMENT.........SO NO RUG!

NO REFUND! NO FRAUD CHARGES?

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Loss:
$60
Cons:
  • Complete lack of customer service
Reason of review:
Order processing issue

Preferred solution: Full refund

Anonymous
map-marker Cranbury, New Jersey

Nightmare

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I ordered rugs that never arrived. I called Rugs USA and was told that they would be delivered that day.

They were never delivered so I called UPS and they told me the rugs were lost. I asked Rugs USA for a refund and they told me it would take 8-10 business days. The person also said I would receive the refund when the rugs arrive back in the warehouse. Since the rugs are missing they may never end up back in the warehouse.

I have spent all day on the phone trying to resolve this to no avail. You wait on hold for 30-35 minuted and then they disconnect you. My account has been charged almost $2,000 and I don't know if or when that money will be returned. I am hoping Visa will step in and get the refund.

I suggest you go to Dash and Albert and buy rugs from them. Their customer service is excellent as are their rugs.

View full review
Loss:
$1761
Cons:
  • Waiting on the phone for 30-40min and then being disconnected
  • No communication to let me know there was a problem
  • Return policy
Reason of review:
Order processing issue

Preferred solution: Full refund

Anonymous
map-marker Mineola, New York

Terrible

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If you don't want old and smell rugs stay away from this guy. You will spend your money on shipping back charge.
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Reason of review:
Bad quality
Anonymous
map-marker Cranbury, New Jersey

HORRIBLE PRACTICES

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I purchased a rug from this company before, and liked it so I was bought another rug as a gift. When the gift arrived, I didn't need to give it just yet and their 14 day window for returns expired when I was told it was the wrong size. I wanted to simply exchange the rug for the proper size and they told me I was stuck with the rug. The customer service people ignored my emails, calls and live chat attempts to speak to a manager moving forward. The rug was/is still in the package it came in, so I'm extremely frustrated that they handled things this way instead of just speaking to me like a reputable company. I attempted to post a review on their website, but they wouldn't allow that either. I've never written a review in my life as I've never felt I've needed to until this point. I'll never purchase anything from here again, and I will do whatever I can to steer people away from a practice like this.
View full review
Loss:
$224
Pros:
  • Speed of delivery
Cons:
  • Customer service
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Short Review on February&nbs-05:00;01,&nbs-05:00;2017

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I ordered two rugs from them, and within 3 days was notified that they made a mistake in inventory and one rugs would not be available. I waited for the other to show up, and 11 days later was told that the rug wasn't available and that my credit card would be refunded. I'm still waiting for that to happen.
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Reason of review:
Order processing issue
Anonymous

RugsUSA - Rug Review

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Do not buy from this company, Rugs USA!!! It doesn't metter how many rugs you order and how much you pay, Rugs USA ship what they WANT AND WHAT WORK FOR THEM.

Then you will stuck with rug of no use. Be carefull with their 90% off. Those rugs, Rugs USA claims, no refundeble. Their websibe does not reflect availability of the warehouse, their customer service representative are liers.

Rugs USA uses false information to clean up their warehouse and and hold and use your money. Pure extortion. There are plenty companies to deal with.

Scam and disappointment. Lubov.

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Reason of review:
Not as described/ advertised
1 comment
Guest

I believe that's the clearance sale, i got one myself and since it's like on their rock bottom price, I didn't expect much. The rugs were on their cheapest and you should not expect perfect products at that very low price. Dude, 90% off!

Anonymous
map-marker Mineola, New York

Terrible return policy

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Purchased a rug for a christmas gift. it wouldn't fit in their bathroom.

it took them 2 wks. to return it back to me (they live an hour away). I got return authorization from company immediately for this (1/3/17). I went to my shipping store to send back and it was going to cost $40.00 to ship a $78.00 rug!

When I called today (rugs usa) to purchase a return ticket from them she told me that i had waited too long to ship it back from the date I requested an authorization number and they would NOT ACCEPT THE RETURN. Today is 1/11/17 and I got return authorization on 1/3/17.

I will never buy from this merchant ever again. POOR CUSTOMER SERVICE!

View full review
Loss:
$78
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous

Worst company ever

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Worst company ever. Do not buy from these people. I ordered a highly discounted rug- never received it, had to follow up myself after 2 weeks and told it was out of stock. Only offered 10% discount. Finally got them to give me (after about 7 angry emails) $30 off, ordered a different rug and the same exact thing happened again. No word just a refund email 10 days later. Customer service plays block for the owner, you'll never get anywhere. Supervisor (Darlene) is useless and kept trying to talk over me and shut me up. But I do have useless padding from them so at least they made something off my aggravation. I feel like I was scammed into buying padding while they dangled a rug they never intended to sell me in front of me as bait. Now I have to run around 2 days before Christmas looking for another rug to replace this gift. They hide behind 'procedures' to rip people off. No accountability, they should be shut down.
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Reason of review:
Order processing issue
2 comments
Guest

Pretty certain they are just a bunch of scam artists. They conveniently are out of both of the rugs I ordered and was notified 11 days after I purchased them. We'll see if my credit card will enter be refunded.

Guest

I ordered a runner on nov 28, today is dec 23.

Still waiting. Sent an e-mail yesterday.

This is a good site...

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Anonymous

Worst service, Worst company for service

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I ordered a rug from RugsUSA and below the rug. on the same webpage they recommend you purchase the pad that goes under the rug.so I order the pad to go under the rug and mysteriously, I receive an email saying the rug is no longer available, but they shipped the pad that goes under the rug. I have gone on their website to check my order. Website said my order had been approved and would ship shortly. They have refused to credit my credit card. When I asked to speak to a supervisor was told, there was none available. Sounds like Bait and Switch. Watch Out!
View full review
Loss:
$102
Reason of review:
Order processing issue

Preferred solution: Full refund

Oreoluwa Vij
map-marker Harrisburg, North Carolina

Returns, definitely not "easy" as advertised

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I ordered two small rugs, a runner and two rug pads because I had a pad for the runner already. Looking at the pictures, the rugs looked thick and appeared to be exactly what I was looking for. I should have known from the price that they would not look as advertised.

Well, they shipped everything separately and I only received one small rug, one pad and the runner. When I called them to say that according to their website my order was complete, the customer service rep was extremely nice but had to check with someone about everything. He said that I was right that they did not ship one rug and one pad. When I explained I was dissatisfied and wanted to return everything, he asked me if I wanted them to pick up the rugs that I received or if they should send me shipping labels. Since the rugs were small, I said labels were fine.

We hung up and I started receiving emails. One confirmed my missing rug and pad; the CS rep had checked with the warehouse. Another said that they would not send me labels because the rug was suppose to be thin..... I expected to pay the return shipping - well, I expected that they would deduct the shipping from the return order but they don't. I had to email them for the return address and ask them if I needed a RTA. They sent the return address but did not answer what I needed to include in the packaging since there was no invoice or packing list included in the original mailing. I did email them saying this return process was NOT easy, they said they would pass it along....

Bottomline - poor quality at least for the rugs I ordered and difficult to return and I do most of my shopping online!

No photo because I've already sent the rugs back via USPS this morning. Order #WS111****

F. Waddell

View full review
Loss:
$30
Pros:
  • Customer service rep on phone
Cons:
  • Poor quality rugs
  • Return policy
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Anonymous
map-marker Atlanta, Georgia

DO NOT EVER USE

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WORST "customer service" EVER if I can even call is service. The fix to any issue is, on just send it back we MIGHT refund you might not and I'll give you 10% off the reorder. WHAT!? You want me to be out of pocket for 2 rugs, both in which you have in your possession and I can HOPE you refund me? By the way, we are returning the rug because it came to our house covered in dirt, soot and ripped. That. Makes. NO. Sense. "Oh, we will have a supervisor contact you shortly' aka NEVER. 'Oh, we are so sorry but nope no replacements'. THIS IS BS! They don't care about you, your rugs, or even these reviews! You would this a $1500 order mattered....but nope! I am just hoping so save someone the trouble!
View full review
Loss:
$400
Reason of review:
Can I check all of these

Preferred solution: Full refund

Anonymous
map-marker Hendersonville, North Carolina

Look Elsewhere; Horrible Experience

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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.

View full review
Loss:
$400
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

1 comment
Guest

I've been waiting almost a month for a small rug. When asked they said there was a processing delay.

No communication, no apologies.

I won't order from them again.

Anonymous
map-marker Glendale, California

Surya Rug Review from Glendale, California

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I bought a $1300 from Rugsusa - it's horrible and the customer service supervisor Darlene was rude/aggressive and condescending. I will never buy from this company again. DONT TRUST THEM They will swindle you out of being able to return your rug even when it's defective and you have done exactly what they instructed you to do. It is impossible to speak to a supervisor- which I would t recommend anyways since she is hostile and not at all helpful. She also basically called me a liar....Plenty of other great rug companies out there who are honest.
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Reason of review:
Damaged or defective
1 comment
Guest

I had the same experience. I purchased a rug that was supposedly 90% discounted and it was non returnable/non refundable.

I took the risk because I didn't expect for the rug to have an increadibly nauseating smell.

Like it's soaking in chemicals and gave me such an extreme headache with dizziness. I bought this rug for my 6 and 3 year old daughters' room that they share.

I would NEVER EVER be able to let them sleep in the same room as that poisonous rug.

Anonymous
map-marker Uxbridge, England

Rugsusa Return Policy Review

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Rugsusa has ad bad customer service and return policy. We returned our $150 rug but never received our refund. Worst company. Would never order from them again
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Anonymous
map-marker Marblehead, Massachusetts

Other Product Review

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Worst customer service I have ever encountered
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Reason of review:
Poor customer service