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Rugs USA
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2.8 49 Reviews

Rugs USA Complaints Summary

15 Resolved
26 Unresolved
Our verdict: Engaging with Rugs USA, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Rugs USA reviews & complaints 49

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12:00 am EDT

Rugs USA Quality Rugs with Excellent Customer Service

As a frequent shopper at Rugs USA, I can confidently say that their rugs are of top-notch quality. The vast assortment of styles and sizes makes it easy to find the perfect rug for any space. What truly sets Rugs USA apart is their exceptional customer service. On the rare occasion that I had an issue with my order, their team was quick to respond and resolve it, ensuring my satisfaction. The fast delivery and easy ordering process have made each shopping experience a delight. I highly recommend Rugs USA for anyone looking to enhance their home with beautiful, durable rugs.

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12:32 pm EDT
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Rugs USA Exactly as pictured

The rug is perfect! It's exactly as shown and described. Because it's shag it's comfy to walk on barefoot. You feel like you curl up on the rug while chatting with friends or reading a book.

This is the second rug I've purchased from Rugs USA and the first one was everything I hoped it would be, too.

One little annoyance: Both times when I went through the payment process, their website wouldn't accept my credit card even though it had a small balance. Their website forces me to pay through PayPal. It's much more preferable to pay via the credit card directly.

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11:53 am EDT
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Rugs USA I got an email saying I would get an additional 10%

I got an email saying I would get an additional 10% off my purchase, but there was no promo code or anything?. But I would have ordered from Rugs USA anyway. I love everything about Rugs USA! I have several rugs in my home from y'all and you never disappoint! Great selection, great quality, great value, great prices, great sales, just great everything! I have recommended you to so many people! No matter what style decor you have, Rugs USA has the right rug for you! In fact, they have 100 right rugs for you! The challenge is to choose only one?. Or two?. Or three?.

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Is Rugs USA legit?

Our verdict: Complaints Board's thorough examination reveals Rugs USA as a legitimate entity with notable strengths. Despite a 36% resolution rate on customer complaints, which invites a closer look, Rugs USA stands out for its commitment to quality and security. Clients considering Rugs USA should delve into its customer service record to gauge compatibility with their expectations.

Rugs USA earns 96% level of Trustworthiness

Perfect Trust Endorsement: Rugs USA achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Rugs USA. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Rugs USA has received 8 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

The age of Rugs USA's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Rugsusa.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Rugsusa.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Several positive reviews for Rugs USA have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Rugs USA and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Rugs USA's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 36% of 8 complaints were resolved.
  1. Pros
    1. Diverse rug selection
    2. Competitive pricing
    3. Frequent promotions
    4. Free shipping in the US
    5. 30-day return policy
  1. Cons
    1. Limited International Shipping
    2. No Physical Showrooms
    3. Competitive Market Pressure
    4. Inconsistent Product Quality
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Rugs USA Excellent customer service! Beautiful rug!

First, I absolutely love being able to see how the rug will look in my home by uploading a photo. I love the silver/grey shag rug that I ordered. Unfortunately, it arrived damaged, due to the fact that it was only wrapped in plastic, and our Fedex delivery driver is terrible:/
I was SO pleasantly surprised however, that RUGS USA made it right with a replacement immediately upon notice. I couldn't be happier with their excellent customer service!

My complaint (rug damaged upon delivery) was handled perfectly. A new replacement rug was immediately dispatched. I've been thrilled with all of my RUGS USA purchases/experiences so far.

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Rugs USA I found a rug I like, from a huge selection, and ordered

I found a rug I like, from a huge selection, and ordered it.
I immediately realized I had the wrong shipping address on the order. I was easily able to find information on your website about how to handle the situation, however it required calling customer service. I was certain that would be a problem, because it was 4:00 on a Sunday afternoon. NOPE! I got a very pleasant human being, right away! He was not able to change the address fir me, but he said he would cancel the order so I could reorder with the proper address. That's what I did. Assuming the credit for the first order goes through without a hitch, I couldn't be happier with the service I received. AND FREE SHIPPING!

Thank you so much,
Margaret Eyring

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Rugs USA First time l've ordered on internet!

First time l've ordered on internet! My granddaughter ordered my first rugs, but this time l did it myself. Your rugs are fantastic! I was able to figure out your site. So if l can, anyone can! I am a retired designer and l plan to tell my old. Customers about you! We live in a small town and it is a rug desert! Expect. More. Orders from. Macomb! Ps. I've got to put more money on my credit card on Tuesday so please wait till then, l may have enough, but not sure?. Thank you and you made this 79. Year old lady extremely happy! Oh, after searching the web for rugs, l found your product to not only be the cheapest but also the very best choices of color, style, quality plus enormous selection! What more could a picky lady want?

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Rugs USA Good Choices, Good Prices, Great Customer Service

I ordered several rugs at some amazing deals, but one rug was just too big for our living room and had it returned. About a week or two goes by and I hadn't received my refund. I called and spoke with someone from customer service who couldn't see my return, it looked like they hadn't received it yet. With all the supply chain and delivery issues, I was worried the postage carrier had lost it. The customer support representative said she'd contact their warehouse and get back to me. Within just a few hours not only had she been able to locate my return, but issued my refund and emailed me the confirmation. She was friendly and knowledgeable. She did a great job!

Please see earlier review for my highly favorable opinion on customer service.

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Rugs USA Not sure

I am waiting on a return for a cushion WS4163269. Unfortunately I ordered a few different things and the way you do everything by an invoice number and not a description of the product has made it difficult to tell which order you are talking about. I was very unhappy as my rug was just dropped at the corner of my street, nowhere near my house. Neighbors spotted it and I drove out and got it. I put in a request to return the cushion about 10 days ago and have heard nothing.

I?ve been waiting about 10 days for a return on an $89 cushion that doesn?t fit with my Decor.
Also I never received an email that my carpet had arrived, and as I said before it was simply discarded on the curb at the bottom of my street. Which is about eight houses away

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8:56 am EST
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Rugs USA Wrong address

I purchased a rug online from Rug USA on Wednesday 1/18/2023 and I noticed that they somehow pulled an old address of mine as the shipping address.

I immediately called not even 5 minutes later to have to address updated or cancel the order. She waited a minute and said she couldn’t cancel it or update the address. So I reached out to chat support and via email and was told that the address was updated on their end. But it was up to FedEx to update it in their system which is unacceptable so I’m trying to call FedEx to confirm and Rugs USA has it set up to where you can’t talk to FedEx about the order they just refer you back to Rugs USA.

I find all of this unacceptable because I have phone and e-mail proof showing where I immediately called to correct the situation and they were unable to assist.

I want my money back for the rug or the rug sent to the correct address at no extra charge to me for inconvenience.

Desired outcome: Full refund or overnight redelivery for the inconvenience

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5:22 pm EDT

Rugs USA Product never received

When I ordered my rug I was told it would arrive withing a week. When it did not I contacted customer service and was told it was on back order and would take a while. Over a month after I ordered I got a shipping notification and tracking number through FedEx. FedEx claimed that my order was delivered at 1:35pm but my doorbell cameras never showed a delivery. There was a package delivered in the morning and that (much smaller and more valuable) package was never taken from my porch so I know it was not stolen (plus my two porch cameras would have picked up both the truck and any thief). I also asked my neighbors (including the man next door who often sits on his porch most days) and none of them received or saw my rug. I opened a case with FedEx and today they claim it was delivered but to contact the seller if I had not yet received it. The seller says I must wait two more days for the delivery window to be up before pursuing it further (despite FedEx closing the case). I am beyond frustrated.

Desired outcome: Refund or replacement of my order

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3:37 am EST

Rugs USA RIP-OFF!! NO Delivery of Rugs and NO Refund

Hard to believe but this company stopped a delivery of rugs while they were in transit, never made it to my door, and after many calls to Customer Service, the money was never refunded to date. That should tell you to spend you money elsewhere.

BIG red flag when you don't see any response to the reviews here from this company. They don't care.

Hopes this helps.

Desired outcome: Refund!

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5:53 pm EDT

Rugs USA Never receiving refunds promised back to us

ORDER #WS3195407 still owed $689.48 on Mastercard; ORDER # WS3192489 still owed $132.30 on Scotia American Express. This was orders from August 2020. Only one rug showed up and all the rest were cancelled before they were either shipped or got here. The one rug that did show up was returned at our expense of $400. This was sent back by UPS to Rugs USA Holding 286 Prospect Plains Rd Cranbury NJ on September 22, 2020 the tracking # was 1Z29800W6804689021. We have called countless times in the last 8 months, spoken to several managers who said that we would get our refunds. At some point, on our online account they had changed the shipping to be hundreds of dollars and this was spoken about to a manager who said it was a mistake and we would get ALL our money back including the shipping (not including the shipping of the UPS rug we sent back but the original shipping of the rugs SINCE we NEVER got them). We have waited and waited, each time I speak to someone they email me saying the refund has been initiated and it never arrives on our cards.  We have now reported these things as fraud on both our cards. If you would like to remedy this situation and ACTUALLY refund us, we can let our banks know. Specifically Molet Pascal, Ran Eugenio, Mary Joy A., and countless others have all said my refund would arrive and they HAVE NOT. We are extremely angry with the lies and scams of this company and will do our best to make sure EVERYONE knows about it until we get our refunds.

Desired outcome: WANT MY REFUNDS OWED

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8:32 pm EST

Rugs USA Billed for 4 rugs, received 3! Customer service is no help, and the rugs are low quality

Billed for 4 rugs, received 3! Customer service is no help, and the rugs are low quality. Billed for 4 rugs, received 3! Customer service is no help, and the rugs are low quality.Billed for 4 rugs, received 3! Customer service is no help, and the rugs are low quality. Billed for 4 rugs, received 3! Customer service is no help, and the rugs are low quality.

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4:20 pm EDT

Rugs USA 23 days no rug no refund

23 days ago I ordered 2 rugs, was sent a rug that was entirely different from what I ordered. Had to repack it and they told me to put it on my porch on the 11th for pickup and after 2 phone calls finally picked it up on the 21st. I still have no rug and was charged 23 days ago. They say one is on the way and I can't be credited for the one they now say is unavailable until the wrong rug they sent me is received.
This is a scam to use your money without providing the merchandise.
I have made at least 5 calls and two emails to the company.

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Lauren D.
New York, US
Feb 11, 2022 12:34 pm EST

Hi Jeff,

Thank you so much for your review. I am so sorry to hear about the experience you've had thus far. Can you please email us at info@rugsusa.com with your order number and please write in the subject line, "Attention Lauren". From there, I will be able to assist you further.

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5:10 pm EDT

Rugs USA rugs and mat

I have always been a fan of RUGS USA until recently. I have 2 of their rugs in my house but ordered another 4 weeks ago. It was supposed to be a gray shag rug and it came in the mail... HOT pink CHEETAH? So I wrapped it back up and had them come pick it up. I waited another 2 weeks for my rug to finally get here and now it's missing the mat I purchased to go under the rug. They are Unable to send me another because I already "received" it in my first order which I sent back. I'm so frustrated. You've lost my business.

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10:46 am EST

Rugs USA customer service

Do not buy anything from this company! I ordered two rugs. They sent me an email with an order # and told me they would let me know when they shipped. After hearing nothing from them I contacted them and was told my ordered was cancelled, then I was cut off. They already had my money. I was unable to get ahold of customer service again so I submitted a complaint to the BBB of NJ. Rugs USA then sent an email saying I would receive a full refund with 3-5 business days. That was almost three weeks ago and I still have no refund.

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1:39 am EST

Rugs USA I'll never order from here again

Not fair. I ordered a rug that was presented in different sizes on the website. I bought the biggest one, hence it was the most expensive rug.
When I received it I realized it was much smaller. I didn't even need to unpack it because it's clearly seen.
I immediately called them to ask how I can exchange it, they said that their policies don't allow them to do it and that what I want will not be possible to do.
I said I want a refund, they refused, but gave me their website credit. I have no idea why the hell they do it, but I will never do business with them again.

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10:30 am EDT

Rugs USA rug

Horrible customer service, Horrible company. I ordered a rug from this company in July. I received a tracking number from Fedex saying that I had an shipping date of 08/07 by the end of the day. On 08/07 My order was not delivered so I called fed ex on 08/08, fed ex advised me that they never received the product a label was created by Rugs usa but they never received the product. I called rugs usa and they could not locate the rug in their warehouse and asked that I give them a few days to figure it out, I called them back on the 15th and they asked that I again give them more time, at this time I had been on hold for over 30 mins, I was hanged up on and had to call back and was on hold for another 15 mins so I was fed up and I asked for a refund, she placed me hold and told me that her manager approved the refund and it would be there in 5 buss days, so today 08/22 my refund still wasn't applied to my account so I contacted them and they proceed to tell me that the rug was shipped on the 18th and they will have to file a claim with fed ex to see if the rug was delivered. Now why would they ship a rug that I requested a refund on 3 days before it was shipped and was suppose to be in the process of being refunded back on the 15th. This is the most horrible company that I have ever done buss with, DO NOT ORDER FROM THEM!

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1:01 pm EDT

Rugs USA rug order mishandled!

Placed order for rug on July 4. Did not receive within 2 weeks so I called. Took 25 minutes to get representative. She could not help me and said she would email on Monday. Finally received a rug on Friday, July 21. It was not the right rug. Spent 27 minutes waiting to talk to customer service on Friday. Agent told me she would issue return label for pickup of wrong rug. She led me to believe that my original rug was being ordered and shipped.
I called on Saturday to find out when it would arrive and was told they do not order, that I have to reorder and my money would be refunded when rug was picked up/returned. I wanted to speak to supervisor and was told, none were available on weekend. I was asking her questions and was hung up on.
My rug was picked up around 1pm on Monday and I called to speak to a supervisor. Again was told none were available. Only "one person" can handle the issue and she was not there today. I left a voicemail and requested a call. Now I am told the rug I ordered is not in stock.
I will not be ordering from Rugsusa.

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4:32 pm EDT
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Rugs USA poor customer service

I ordered a rug and it stated in stock and will ship within 3-4 business days but three weeks later they said it was now back ordered but never contacted me to let me know that - The website shows it in stock but after 4 emails and 4 phone calls I still cannot get anyone to tell me when or "if" I will ever receive the rug! They have not responded to my emails or called me back when they said they would. Trying to cancel the rug now but can't get anyone to respond - I will never order from this company again.

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Rugs USA Customer Reviews Overview

Rugs USA is an online retailer specializing in a wide variety of rugs and home decor. They offer an extensive selection of styles, including contemporary, traditional, outdoor, and shag rugs, catering to diverse tastes and home aesthetics. Customers can browse and purchase rugs in various sizes, colors, and patterns to suit their space requirements. The company provides tools like a virtual room designer and filters to help shoppers find their ideal rug. Rugs USA also offers free shipping within the United States, adding convenience for online shoppers.

Rugs USA In-depth Review

In summary, Rugs USA is a very good place for buying rugs online. They have many choices, and website is easy to use. Prices are good for the quality they give. They also have sales often, which is very nice for saving money. Customer service is helpful, and they try to make sure you are happy with your buy. Shipping can take a little time, but return process is not too hard. Many people like them and write good things about their experiences.

Website Navigation and User Experience

Website of Rugs USA is easy to move around. Finding rugs is not hard because everything is clear and pages load fast. They make shopping simple, even if English is not your first language.

Product Range and Selection

They have many rugs to choose from. Different styles, sizes, and colors. It is easy to find something that fits what you need for your home.

Quality and Durability of Products

Rugs from Rugs USA are good quality. They last long time if you take care of them right. Many customers say they are happy with how the rugs hold up.

Pricing and Value for Money

The prices are fair. You get good value for the money you spend. They are not too expensive, and the quality is better than what you might expect for the price.

Product Descriptions and Accuracy

Descriptions of rugs are good and give you all the information you need. The pictures are also very close to what the rugs look like in real life.

Search Functionality and Filters

Searching for rugs is easy. You can use filters to find exactly what you want. You can choose by size, color, style, and more.

Customer Service and Support

Customer service is helpful. They answer questions and help solve problems. They try to make sure you are happy with your purchase.

Shipping and Delivery Services

Shipping can take a little time, but everything usually arrives safe. They pack the rugs well so they do not get damaged.

Return Policy and Process

If you need to return a rug, the process is straightforward. They give you instructions on how to send it back.

Customer Reviews and Testimonials

Many people write good reviews about Rugs USA. They say customer service is good and rugs are beautiful and last long.

Payment Options and Security

You can pay with different ways like credit card or PayPal. The website is secure, so you do not need to worry about your information.

Sales, Promotions, and Discounts

Rugs USA has sales and promotions often. It is a good way to save money. They also give discounts if you sign up for their email list.

Environmental and Social Responsibility

They do not talk much about environment or social responsibility. It is not clear what they do in this area.

Brand Reputation and Industry Standing

Rugs USA is well-known and has a good reputation. They have been selling rugs for a long time and many people trust them.

Comparison with Competitors

When you compare Rugs USA with other rug sellers, they have good prices and a big selection. They are competitive and many people choose them over others.

How to file a complaint about Rugs USA?

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3. Writing the Title:
- Summarize the main issue you have with Rugs USA in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Rugs USA. Mention key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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Follow these steps to effectively file a complaint against Rugs USA on ComplaintsBoard.com.

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