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Dealing with Rugsusa is a nightmare. They do not respond, they say they will do one thing, and do not, you have to constantly stay on them until they complete their commitments. They do not honor what is shown on their web site, ship out wrong items then want t...
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1 comment
Anonymous
#1121960

Disreputable company!!!! Do not do business with these people!!!

Review
#800576 Review #800576 is a subjective opinion of poster.
Reason of review
all of the above
Loss
$250

RugsUSA - Shipping Service Review from Plano, Texas

1.6
Details
Quality on rugs was horrible but I still had to pay return shipping cost. That would be understandable if they actually had any sort of reasonable customer service. I spent over an hour on the phone and they couldn't help get me my refund after tracking showed my return was accepted two weeks earlier. I also sent emails and they didn't respond until weeks later. Had to file a complaint with the BBB before I finally got my money refunded. Seriously awful customer service and return policy.
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Review
#769097 Review #769097 is a subjective opinion of poster.
Service
Rugsusa Shipping Service
Reason of review
Order processing issue
1.0
Details
I do not recommend using this company AT ALL. I was trying to buy a pink rug for my nursery, and was sent the wrong rug. After five phone calls, and multiple emails, I was finally able to get them to send me the correct rug. I was instructed to leave the other rug...
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Review
#705187 Review #705187 is a subjective opinion of poster.
Reason of review
Not as described/ advertised

RugsUSA in Irving, Texas - Worst Costumer Service EVER

Do not order anything from this company. I ordered this rug a few weeks ago. It came with white spots all over certain areas of the rug and looks awful. I contacted them about returning or exchanging it and they deemed the rug "imperfect" but not "defective". Because of this they are making me pay the return cost on shipping which is $80. I've tried to escalate the case to a manager but after daily phone calls and emails for the past week, I have yet to hear back from them. They have admitted they are okay with selling rugs that look bad and are imperfect and basically the only way you can return is if there is *** in it or the pattern was wrong. This has been the biggest nightmare EVER! Don't order anything from the company! For your sanity stay away!
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1 comment
Anonymous
#976241

Same experience. You're dealing with China here folks.

The rug I received was ripped and I'm supposed to document the damage before they'll allow me to send it back on their dime. Was on hold for 60 minutes. Part of the communist game with them is to make you wait so long you'll hang up. Don't make a mistake by doing business with this rip-off outfit.

Contact your credit card company and hope they'll refund your money if you've already been "taken" as I have. Sorry there are people like this in the world.

Review
#622595 Review #622595 is a subjective opinion of poster.
Reason of review
Bad quality

RugsUSA in Dallas, Texas - Item Ordered was Out of Stock

The rug that I ordered was never shipped to me nor did I receive any confirmation of shipment. Upon following up with RugsUSA I found out that the rug that I purchased a week ago was actually out of stock, and blamed it on the vendors. They offered me $20. How ridiculous. To shift blame about faulty information to a vendor, when they are responsible for what is on their website. And then they refused to give me the same %75 discount that I used on the 1st rug that i ordered to purchase one of the same brand, size, and style that was actually in stock.
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Review
#593214 Review #593214 is a subjective opinion of poster.
Reason of review
Problems with payment

RugsUSA in Dallas, Texas - HORRIBLE. Defective Rug- no Refund after 14 days

1.0
Details
I purchased a rug from RUGSUSA that was delivered less than a month ago. It has since started fraying and coming undone all over the rug. After contacting customer service multiple times and asking to be transferred to a supervisor, I have been repeatedly told that their policy says no refunds or exchanges will be made after 14 days under any circumstances. When I said that this means that they are unwilling to guarantee their products beyond 14 days, one customer service rep said... "That is accurate". At the very least they should replace the defective rug. I have never dealt with a company that is so blatantly unwilling to stand by their products. Says a lot about their business model! Now I am forced to throw away a $500 rug.
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Review
#551002 Review #551002 is a subjective opinion of poster.
Pros
  • Exchange or return within 14 days
Cons
  • Quality of rug
  • Customer service
  • No guarentee after 14 days
Reason of review
Defective product with no guarantee and horrible customer service
Loss
$145
Preferred solution
Full refund
Tags
  • Fraying

RugsUSA in Houston, Texas - Never Buy RUG USA rugs

I bought 2 Rug USA rugs, spent a decent amount of money and did not expect a family heirloom, but I did expect the rugs to last a few years. It sheds tremendously, vacuuming non stop for 6 months and now looks terrible. Rug Usa does not post any negative reviews. They filter out reviews, so even if you try to warn other consumers, they will not see it. All rugs have 4 or 5 out of 5 stars with only compliments. So BUYERS BEWARE, save your few hundred dollars and buy a quality rug elsewhere that will be worth your investment!
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2 comments
Anonymous
#1247540

i too am PO'd with rugsusa...they claim to have shipped my rug, but in fact never did. They refuse to look for it or answer any customer service inquiries, all escalations go into a black hole named Darlene who never responds to voice or emails and even though she also has a boss that person is insulated by policy and so never hears that rugsusa and Darlene are just slugs and never do their jobs or care about customer service

Anonymous
#937640

I also bought 2 rugs from USA one rug was less than 1 year old. the rug is going bald.

I notified USA and they started telling me how to clean my rug with a broom and that vacuuming the rug would damage it. i ask for an exchange and all i got was instructions . Please dont buy from them unless you have money to throw away, or like to gamble.

because it was 50 50 for me. You may not be a lucky.

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Review
#506090 Review #506090 is a subjective opinion of poster.
Loss
$800

RugsUSA in Arlington, Texas - Authorized refund 12x but refuse to give the money back

They cancelled my order without ever telling me. Been fighting with them for 2 months to get $20 refund. I keep getting tossed around and told 12 times now "your refund has been authorized. Please wait 5-7 days for it be refunded to your payment method". I am now having to go through Chase to dispute the transaction and get my money back. Then I found out they double charged my account for a new rug and now I am being given the same *** about the duplicate charge refund for $37! Rip off company. IF you're lucky to get your rug and you're happy with it, great. If not and they screw up, be prepared to lose your money in their abyss and never see it again.
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Review
#488126 Review #488126 is a subjective opinion of poster.
Loss
$57

RugsUSA in Houston, Texas - Delivered the wrong rug and won't correct

Ordered a $600 rug that was on sale for $300. They quickly delivered the wrong rug. I've called 5 times and was told to send a pic if my wrong rug, which I did 3 times. They will not send the correct rug until the wrong one us returned, but after promising to send me the return shipping label 5 times, I don't think it's going to happen. I filed a complaint with the NY Better Business Bureau. I recommend everyone else with an unresolved complaint do the same. http://www.bbb.org/new-york-city/ . Long hold times. Trying to get to 100 words.
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1 comment
MikeBrady
#805300

Thanks for the link - I see that Rugs USA has an A+ rating with the BBB and no open complaints. Liar.

Review
#482792 Review #482792 is a subjective opinion of poster.

Contact RugsUSA Customer Service

Mailing Address:
RugsUSA
134 W 29th Street FL5
New York, New York 10001
United States
Phone:
(800) 982-7210
All RugsUSA Contacts

RugsUSA Products and Services Reviews

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#481827 Review #481827 is a subjective opinion of poster.
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