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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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Newest Rugs USA reviews & complaints

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12:19 pm EDT
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Rugs USA Never received product. Pathetic exuse for customer &service&

DO NOT BUY FROM THIS COMPANY. I found the rug I was looking for online through rugs usa on sale, much cheaper than anywhere else, AND there is no sales tax or shipping charges. Always remember, if it sounds to good to be true, it is. I'm sure their products are of good quality, although Ive never received the rug I purchased three months ago, so I cannot say.

What I can share is my horrendous experiences with their customer service team. You will be on hold for a minimum of 16 minutes each time. While you are calling, while they are looking up your order, oh and if of course, they hang up on you. Accidentally or not. This is a huge internet company, and I asked one of their reps Jenell how many reps they have. After my experiences I am certain this is a small company. THEY HAVE 10 REPS. Nice.

I'm sure I have spoken to at least half in my three month roller coaster ride. NONE have followed through at any time, although they seem nice IF you reach someone that doesnt disconnect you. I have been told I would receive an email regarding my order and someone would call me back a hand full of times. None have happened, each time I call back and attempt to pick up where the last rep and I left off. I read a lot of ugly reviews regarding customer service prior to ordering, but thought eh, hopefully I'll get my product and I should never need to contact them.

My rug was supposedly delivered and stolen from my home. Which is why I have never received my rug. All I was is the product I paid for three months ago. In the three months UPS has investigated and shown up at my door... AGAIN. DO NOT BUY FROM THISCOMPANY, The hassle isnt worth the savings. And on the off chance that anything happens to your order, credit card charges, or product this company does not have adequate customer service to help you with anything.

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10:02 am EDT
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Rugs USA No delivery and awful customer service

I attempted a rug order from this online vendor, and was charged immediately. After receiving conformation of the order via email, two weeks went by without any further word as to status of fulfillment. All attempts to reach the company by email and by phone failed. It appears they do not actually answer their customer service line. At least not during the morning hours when I tried after 9:30am weekdays.

For a US based ecommerce company to fail so miserably at product delivery, order tracking, and customer service is pathetic and should not be tolerated. There's too much competition out there for thiscompany to stay in business. Let's help push them along so that a better quality company can replace them.

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9:12 pm EST
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Rugs USA Ordering from Rugsusa.com

I ordered an area rug from RUGSUSA.com at the tune of $494.00 dollars, on the 12th of February, 2010. Today is the 26th of February, 2010 and I have not received the product I ordered nor have I been able to contact the company by telephone or email. When ordering the rug, the salesperson did not give me a confrimation number, nor did that send me a confirmation to my email address like they stated they would. RUGSUSA.com debeit my account on the 12th of February, the same day I ordered the rug.

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4:11 pm EST
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Rugs USA Will Not Ship Product

I ordered a rug on 1/29/2010. The company received payment right then. I haven't received any shipping details, or rug? I have called over and over and at first I received a voicemail and was asked to press #1 for operator. I would and never received anyone on the phone. Next I would call and never get voicemail or anything else, just ring, ring, ring...I had already sent e-mails and instant messages, and of course no response. In a final desperation I started sending faxes, asking the company to call me. Of course, they haven't! So now I want to warn others.

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11:32 am EST
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Rugs USA Customer Service/Quality of product

Absolutely the WORST customer service I have ever experienced.
The true measure of a company is not how quickly they can process your credit card payment, but how they respond when there is a problem with the merchandise ordered. Rugs USA failed miserably.
I ordered a rug (Manuf. Colonial Mills, solid wool braided rug) and in three days the yarns started separating and I had long hairlike strands on the surface of the rug--it looked like candy floss. I called customer service. They asked me to send pictures, and someone "would get back to me". After two weeks of no response I called, and was told they "couldn't view" the photos. After asking why they didn't notify me, the young woman I spoke to magically was able to view the photos. She would send them to the manufacturer and someone would get back to me about making arrangements to pick up the rug (at their expense). I did not feel that I should pay for the return shipping of $60. for a defective rug. When I didn't hear back, I called Rugs USA again.
No, the manufacturer refused to pick up, they claim it wasn't a manufacturing defect--I had probably vacuumed it improperly.
A ridiculous claim, since the problem began before the vacuum even touched the rug! I then called the manufacturer directly and set the record straight. They were going to set up a pick with Rugs USA. I'll spare the details of all the intermediate calls I had to make (there were 14 calls--all of which I had to initiate). No one ever called me back from Rugs USA. I have documented every call I made--dates, names of who I spoke to, what was said. Only when my patience had worn out completely, and I explained my next call was to Massachusetts and NY State consumer proctection departments as well as local media consumer progams did I begin to see they were taking me seriously.
The problem with this company is that their customer service reps have never been empowered to actually DO anything. They just keep
politely taking your calls, and then do absolutely nothing about it--they just hope you'll get tired of calling an go away. You just have to behave like a dog with a bone, and not give up.

I also own a business, and what I know is when you treat customers in this way, you don't remain in business for long. Because they keep you on hold for as much as 15 minutes per call, it cost me hours to deal with this problem--my time was worth much more than the cost of the Rug, but I won't let anyone get away with shoddy business practices.
It should not have taken 15 calls to rectify this situation. In the end,
the manufacturer paid for the cost of return shipping, and Rugs USA gave me the full refund I demanded. They've lost my business, and perhaps with this review much more.

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Writehur
, US
Aug 25, 2022 12:15 pm EDT

A satisfying outcome and a well written review. Thanks to the author of the complaint. Thanks to Rugs USA.

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Angie Mitchell
, US
Jun 25, 2017 8:34 pm EDT

Awful customer service. Waited for over 12 minutes before I got to talk to a customer service rep about a missing order. She couldn't help me since the warehouse either doesn't have phones ( or doesn't answer them? ) to find out why the online tracker showed the order stuck in the warehouse since June 16 and now it was June 22. When I asked to speak with a supervisor I was placed on hold for several minutes and then disconnected. Same terrible results when I contacted the chat room . Supposedly you can't chat with a supervisor directly but I was told "Darlene" (supervisor) would call me. Well, it is now June 25 and I have neither received a phone call nor the merchandise. This company really has no clue what customer service means. They have a "we don't care because we don't have to" attitude. Too bad because the products usually are ok for the price.

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Ludamikheyev18
, US
Dec 09, 2015 8:45 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Horrible customer service, super long wait on phone and live chat doesn't work at all. Ridiculous return policy with only 14 days with NO exceptions! I ended up opening my rug after the 2 week mark due to i had to wait to start on my babys nursery. Once i opened the rug, it was covered in lint that was almost impossible to remove! It was also super uncomfortable to walk, sit, kneel or stand on. Felt like there were pins anf pieces of plastic sticking out of it, making it not only impossible to walk or sit on but also unsafe. Spending 400 dollars on a rug you would think you'd get something better quality with better customer service who would understand the situation and at least TRY to do something about the issues! But no... they didnt even try, they said if its unsafe I should get rid of it, so basically they told me to take 400 dollars and put it in the garbage, super rude and unprofessional! Don't buy from this website! !

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kmtv
Melbourne Beach, US
Sep 07, 2013 9:50 am EDT

I too have had a miserable relationship with rugs USA. I ordered 2 of the same rugs in 2 different sizes. Both have fibers growing out of them since they arrived. I also sent pictures and was told they couldn't be opened. I was also told it was not a defect but that I used the beater brush on my vacuum. Imagine using a beater brush while vacuuming carpet, I've. never done it any other way. To date my complaints are unresolved. I have found the CEO's name but cannot find an email address to contact him. My next course of action is to try to deal with the manufacturer directly.

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RSS123
, US
Sep 06, 2013 12:01 pm EDT

I agree with the statements that this company has the worst customer service. I have yet to receive my rug that I ordered a month ago. I call and they will not communicate what the problem. Kenita is a terrible service rep and apparently the warehouse has no phones? Interesting. If anyone ever needs to know the customer service manager, Sunita, reports to a Rosemary. I'm still in the process of trying to resolve this issue but I will never order from this company again!

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colleenarn
Roseville, US
May 03, 2013 1:49 pm EDT

I too am on week 2 with no communication or emails from RUGSUSA regarding my order. The next move on my part is to cancel this order and contact CapitalOne and have my money refunded. This company truly needs to be put out of business.

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J Pfeiffer
Stow, US
Mar 26, 2011 10:04 pm EDT

Unlike most Internet sellers this company's main goal is to sell and not deliver. I received my first order in a reasonable time and my second order submitted at the same time was not responded to for at least 2 weeks, saying it was still being processed. That was two weeks ago with no further information. It was obviously back ordered even though I was charged for it but no further information has been provided. When I went to the Internet I found numerous complaints about RUGSUSA. As an Internet marketer, I have identified their manufacturers and distributors and hope to put these -------- out of business. The Internet market depends on trust, a fair representation of products, and communication. This company should be out of business and I will help them towards that immediate end! Amazon and several other companies sell the same products so support them.

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kb sharma
, IN
Feb 09, 2010 2:30 am EST

Dear Sirs,
We, Raj group international take this opportunity to introduce ourselves as an established manufacturer & exporter of Home Furnishing products. We have our production units at Panipat and the Corporate Office at Gurgaon. Under the able guidance and dynamic leadership, the company has grown phenomenally from its modest beginning. With a team of highly skilled and dedicated professionals at our helm, we believe that people are our most important assets. So keeping in mind of the fact, we produce the very best quality products.
Our exclusive products are in tune with the latest trends in the International market and the quality is unsurpassable. We have the strength of well established and advance infrastructure to meet modern day and quality needs. We have our-in-house production facilities including-Fur yarn producing plant & various types of looms & machines, which help us immensely to give customer the best deal and the best products. We are in this trade for over a decade and can assure you the best product and above all delivery on time using our rich experience.
Raj Group International has etched a name for itself in the Indian textile exporters market as a trailblazer in staring out as one of the earliest and the most reliable export firm. We are a pioneer exporter of Home Furnishing products. Raj Group International a niche of its own, as a manufacturer and exporter of an exquisite and exclusive range of home furnishing like:
RUGS, BATH MATS, TUFTED CARPETS BED LINEN, TABLE LINEN, THROW USHIONS CURTAINS, BLANKETS, etc.
These items are being produced in a vast range of fibers and fabrics like cotton, wool, jute, chenille, rayon, polyester, velvet, organdy etc.
We are keen to expand our trade throughout the globe and look forward to tie a strong knot with your organization and build a long term association.

Looking forward to hear from you soon.

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12:30 am EST
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Rugs USA Won't refund money

I ordered 2 rugs from Rugs USA between 9/14/09. I was sent 2 rugs, only one rug was what I ordered it wasn't even the correct item number. I called Rugs USA and informed them of their mistake, originally I had ordered 108TC57-609, they sent me 108TC67-609. I contacted them on 9/18-9/19. They told me they would send UPS labels, pick the rug up and send me the right rug. I contacted them again the following week because they still had not sent had the rug picked up. UPS picked up the rug on or before the 10th of October. I waited approximately 6 weeks, I had to call them twice for status, to receive what was supposed to be the correct rug. The delivered the replacement rug on the 11/19 or 11/20. I looked at the label and it was the same rug I had returned. I called Rugs USA on the same date I received the rug and asked for a refund on the rug. They said they would refund my money and have UPS pick up the rug. I waited approximately 1 week and UPS still hadn't picked up the rug nor did I get a refund - Rugs USA told me on the phone that the refund would take 5-10 days to post. I called back to check 11/23-11/24 because the rug had not been picked up and there was no refund to my Paypal account. The man I spoke with said I had to wait 10 days to see the refund. On 11/27 or 11/30 I called again because I had still not seen the refund and the rug still hadn’t been picked up. They assured me they would take care of it. I had to leave the country on the 12/4 and just returned. I just checked my Paypal account and STILL they have not refunded my money. The rug STILL has not been picked up. Rugs USA purposefully sent me a product I did not want and are trying to force me to purchase an item I did not order by not refunded my money and not picking up the rug.

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4:32 pm EST
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Rugs USA No Shipping

I ordered a rug on Dec. 10 for a Christmas present. So here it is December 28 trying to find out why no rug has been shipped, why nobody called me and why I haven't even received an email.

After waiting 10 minutes for a customer service rep, I was told to wait why they contacted the manufacturer. "Oh, sorry that rug is on back order". Well back order this! When I asked why didn't email me about the backorder, she said their must have been a communication problem. I then canceled my order.

Now Christmas is gone and the person did not receive the rug I was going to give and Rugs USA DID NOT CARE. Do not do business with this terrible company.

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Heather Darois
Newmarket, US
Sep 30, 2009 3:41 pm EDT

I'm having the same problem Thier customer service is aweful I used them 3 or 4 times before and everything went well this time it has been a night mare somepne new must be running the show please don't use rugs USA

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3:13 pm EDT
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Rugs USA Bad service

I ordered a rug online from RugsUSA and an Order Info email was generated and said that I would receive a shipping confirmation email once the order was shipped.

After about three weeks and no word from the company, I clicked on the track link on my order confirmation with a query about my rug. No response.

After numerous emails in various ways (info @; live chat; reply to ads, etc.) and two telephone calls--all with promises to contact me with information, I have still not been contacted.

When I talk with someone at customer service, and I use that term loosely, they can't tell me anything. Amazing in this day of computers that the company rep couldn't give me one bit of information about my order.

I buy items online fairly often and have never had such an issue. I have never bought, or tried to buy, anything from RugsUSA and will never try again.

I just wanted what looked like a beautiful rug but it is apparent that I will have to try and find it elsewhere.

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1:08 pm EDT
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Rugs USA Shipped wrong product – won't respond

Placed an order on 6/23 for 2 rugs. Both rugs received on 7/2 incorrectly - one was the wrong size and both were the wrong color. Sent two emails to customer service -no reply. Spoke by phone with a rep was told I had to send an email to returns department with digital photos of the rugs and it would take 5 days for a reply. No response after 7 days. Spoke with a rep via LiveChat and was told that returns dept sent me and email (they did not) that the rugs design was correct - however that was not the problem - the color and sizes were wrong. Oops, sorry for the misunderstanding they told me. Please resend the digital photos and it will take 5-8 days to hear back from the manufacturer who shipped the rugs. 5 days later - no response. Followed up with rep she said wait longer - it could be up to 8 days. Sent multiple emails to rep after 10 days and I am no longer getting a response. They have my money, I have two incorrect rugs. They will not respond. Check their record on Better Business Bureau and reviews online. This company has a horrible record.

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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.

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