Ruggable
reviews and complaints

Seriously ? Ruggables has no customer service to speak of. They do not even have a pretense of actually having a customer service number. You do not respond to e-mails and you do not stand by their product. Ruggables is selling towels that curl up on the edges with no pretense of actually being rugs. Your customer service rating at the Complaintsboard.com is 1.17 out of 5. I suspect that payday loaners have a better rating than Ruggables. I suspect that used car salesmen have a better Complaintsboard.com rating than Ruggables. Frankly, I cannot think of another company that would have a lower Complaintsboard.com rating. Do not, I repeat, DO NOT buy anything from this company, ever, no, Don't do it ! If you want to waste your money, then just send it to me, I will at least respond to your phone calls. (Said in jest, I am not looking for your money). May I repeat that you should not ever buy anything from this company. I only give them a 1 star rating since zero stars is not available. Please follow my guidance and do not buy anything from this company. Ever. Ever.

I purchased two rugs during the Black Friday sale. Never during the checkout process was I made aware of the fact that cushioned rug pads were available or that they were out of stock. I have been communicating with customer service (Abby) and I have only been told that the cushioned pads were out of stock during the sale AFTER I made my purchase and started using the rugs. I've been offered a measly 25% discount on the purchase of new rug pads for which I would need to spend another $100 on instead of the $30 it would have cost me to purchase them at the time of original order. I was also offered to exchange the pads and then told that I could not because they'd been used, I keep receiving mixed messages and have asked to speak with a supervisor 3 times and my request completely ignored. Average time between responses is 8-10 business days, what kind of customer service is this? I also reached out to Ruggable on Facebook and was told that I could not talk to them as I already had a customer service request open, what the heck!?

Awful, Thieves, needs reporting! This is a copy of an email I just sent to them. I will be NOTIFYING the complaintsboard.com and my United States House of Representative about the difficulty and crooked and not straight-forward ways on your website of NOT being able to straightforwardly opt out off all the choices I legally should have available to me. I do not want to go to multiple websites to "technically" do this. I should not have to WADE THROUGH MULTIPLE PAGES AND REDIRECTS. DO NOT SEND ME ANY EMAIL DO NOT TRACK ME DO NOT SELL MY INFORMATION DO NOT GIVE OUT MY INFORMATION FOR ANY REASON DO NOT USE MY INFORMATION FOR YOUR ANALYTICS AS I WILL NOT EVER USE YOUR. WEBSITE AGAIN It is also laughable that you offer customer call back scheduling and there are no viable appointment times. What a bad joke. You have lost a potentially good customer and I will let everyone I can know about your practices. By the way, I already had opted out of notifications on my Apple settings so that was old news and somehow, you bypassed

Biggest $500 mistake I ever made! I purchased the 9 x 12 Kamran Hazel Rug within a couple of months the darker brown dye pattern on top of the lighter beige area, was smearing in to the lighter areas making the two areas in front of the couch almost black the pattern itself has almost disappeared in these areas because apparently the dye wasn't set somehow obviously! It got really bad this past Christmas 2021 when my family was here for the holidays for two days we don't wear shoes in my home! I live alone normally and not home constantly . I've tried spot cleaning and washing which is no easy task to wash with a rug that size! It looks exactly the same! So apparently because it's been over a year I'm stuck with this $500 piece of ***! I wish I could post a picture, after seeing it I don't think anybody would buy one of these! Not to mention the Velcro pad underneath isn't even big enough to keep the corners down it's a lot smaller than the rug itself! I'm thoroughly upset and disgusted. I am now recently retired I can't afford to replace this piece of *** I'm stuck with it.. sincerely one angry customer

I got a ruggable rug for Christmas, thinking it would be great for my living room. i have a dog and they advertise as washable and dog friendly. Wrong after two months, I threw the rug in the wash as it was showing dirt from the dog. It did not come out clean at all. So I washed it again, still not clean. So I wrote the company: Paisley (Ruggable) "Thank you for replying with the requested information. Kindly note, the Rug Cover is stain-resistant and contains an internal water-resistant barrier. Although Ruggable rugs can be great in entryways/mud rooms, they are not designed to withstand large amounts of water, dirt/mud, salt and snow. For major stains or accidents, we recommend washing your Rug Cover immediately in cold water using mild and non-bleach detergent. You can then dry the Rug Cover in the dryer on low heat. Avoid high heat. The Rug Cover can also be hung and air-dried if necessary. I hope this was helpful - please let us know if there's anything else we can assist you with. Have a great weekend! All the best," This is not helpful. I had the rug two months and it looks like a mess. It is in the living room, a room they advertise and show their rugs in and was simple dirt from a dog lay on the rug. This rug is so disappointing for the amount of money my parents paid for a nice Christmas present.

I ordered from Ruggable almost 2 months ago. I'm stationed overseas and they wouldn't ship to a PO Box so I sent to a family member stateside to mail to me - which means extra waiting time but fine I was excited to use Ruggable. I waited well over the 4 weeks it states online (3-4) weeks to make your rug. When tracking the order online it stated it was awaiting pick up from a carrier with an estimated shipping date that had already passed. I emailed - no straight answer from customer service. Finally I called and was told my rug was "not up to standards" and they were placing a new order for my rug to be re made. I again waited a month before reaching back out. No reply to MULTIPLE emails and their phone lines were down because of covid. What a joke because answering phones should be the one thing you can do from home. Again when tracking my order online it stated my rug was awaiting for pickup with an est. shipping date of Jan 3. It's now Jan 13 and finally someone emailed me back stating my rug would take 2-3 more weeks but they couldn't be sure with the retime. I finally cancelled my order and am waiting to hear back. I honestly feel like I've been scammed from a somewhat reputable company. DO NOT order from Ruggable. You won't be able to get in touch with anyone and they give you false order updates on where your product actually is. Beyond disappointed with my experience.

I ordered 4 rugs from this company because I have dogs and I liked the ability to wash these rugs. However, once you do, they lose shape, they fail to lay flat - edges flaring up causing a very dangerous situation with tripping. We have ended up falling a lot because the edges are all curled up after washing. We followed the instructions very closely for cleaning. I wasted a very large amount of money on these things based off the reviews on Ruggable's website and we feel SO duped at this point. These are LOW quality matts - not rugs by any means. And they should never be washed or even vacuumed. We put our Shark vacuum on the lowest suction setting with no roller brush and the edge of the rugs got super yanked into the vacuum without any way to clean it. You have to get on your hands and knees on the floor and try and clean them with a sponge which still doesn't work. They do not stay connected to the rubber counterpart they come with either. It is constantly pulling up. At this point all the "rugs" we ordered and have used from this company look horrible, like some cheap matt that is misshapen and curling up. I tried over and over to contact them or at least post a review but there is no way to post my review. They said I have an account but I can't log into it and I cannot reset my password *** at least access the website to post a review or interact with customer service. I emailed several times and just get automated placating messages. I would like my money back for all 4 rugs. We are pulling all of them up tomorrow as they are a hazard. They are also not a rug, they are a matt of poor quality.

I read some reviews about the customer service being terrible but I have to say that I did NOT have the same experience. I ordered 3 rugs which were all beautiful and exactly as I expected them to be, except one of my rugs was a little jagged so it didn't lay in a straight line. I contacted customer service via email and received correspondence in a fast, appropriate amount of time. They do not have a number that you can call which I understand may be frustrating for some people, but I was grateful for not having to wait on hold and being transferred all around! After sending a picture of my rug to the company email I was told that a new rug would be sent to me right away and that I could donate my old one! As for the rugs themselves, I thought they were beautiful and vibrant in color. They looked exactly like the pictures online. The instructions also made installation incredibly easy! The rugs are also soft and comfortable to walk on. They are thin, of course, but that should come at no surprise considering the rug pad is a separate piece and the rug itself is machine washable. I suggest anyone reading the reviews to understand that some people are not being understanding that this is a trying time for everyone (Uhh COVID?) so customer service responses may be delayed because less people are working! Their email and call-back system are great alternative to traditional customer service- try them out! Also, if you are expecting some super thick traditional rug that can magically fit in your washing machine then maybe you should look elsewhere because this rug is durable, but thin. (Because it HAS TO BE!) These rugs are innovative and offer a new and improved way to keep your home even more clean... I suggest stepping outside of your comfort zone and giving them a try!

As soon as I received my first two rugs, I knew that the concept had promise but the rugs still needed a lot of work. Back to the drawing board, as it were. So, I carefully rolled the rugs back up and started the return process early Sunday morning (1/2/22). The system wouldn't allow me to do anything about the 3rd rug I'd ordered, so I sent an email to customer service stating that I needed to ensure that rug was cancelled. No response. At this point, I went back to my orders to ensure it hadn't started processing. It hadn't, so I figured there was plenty of time for customer service to get my cancellation. Sunday night, I suddenly get an email stating "your order is being processed". I quickly sent a reply stating that I'd cancelled that order and not to process it. Why is this important? Because the two prior times I'd emailed them asking about shipping times, I received a reply within a couple of hours. I woke this morning (1/3/22) and sitting in my inbox "your rug has shipped". I immediately replied that that they had a lot of nerve shipping a product that I'd cancelled and then I, again, emailed customer service. Why did I cancel my order? Because, again, the rugs needs rethinking. The top "rug" doesn't stay aligned on the bottom pad. This had me concerned, so I decided to test whether I could vacuum them. And as soon as I tried to vacuum them, the rug would catch and stop the vacuum. So, no vacuuming them. That, alone, is highly impractical. Then I discovered the reviews (that are not easy to find) and saw that others had issues after washing with shrinkage, wrinkles, and more. That's why I returned the product. I do hope that others will read the reviews carefully before purchasing. To the company - rethink and redo your product and when someone emails you, don't do selective responding, ignoring those you don't want to deal with.

I ordered four rugs from their website as I am moving into a new home and was very excited about the prospect of washable rugs. I checked their shipping time lines and their website says 2-4 weeks because of making PPE for covid frontline workers, which is great. I ordered the rugs assuming delivery by mid to end of November. I received emails 24 hours later that one of my four rugs had shipped...to a home I do not possess yet. I recognize the error in my ordering a shipment to an address I don't live at yet, but I purchased the rugs based on the information provided on their website. I sent an email urgently requesting them to change the delivery address to my current apartment instead of the house since I don't live there yet, and instead of confirming the change of address, I got an email back from Abby stating that 3 of my 4 rugs had been shipped out, each with different tracking numbers, TO THE WRONG ADDRESS. She did not read my email at all and instead provided tracking numbers, then didn't update the addresses as requested so the rugs were delivered to the house anyway. At no point during the checkout or shopping process was I notified that my rugs would ship separately. At this point, all four of them have shipped out to the home address I do NOT live at yet. I have spent hours on the phone with FedEx trying to get the delivery addresses updated or verified in some way, as there is no information or way to confirm the change of delivery address. The sellers seem nice about it but who knows what will happen to the rugs before I can go pick them up? THEY DO NOT HAVE A CUSTOMER SERVICE NUMBER AT ALL ANYMORE. they only answer emails or chats M-F central time, so when I found out these were being delivered one at a time to the wrong address over the weekend, there was literally nothing I could do as FedEx does not allow the receiver to change the address, just the shipper. I haven't even received the rugs yet and I will NEVER recommend this company to anybody. Not worth the money or headache in any way, shape, or form. If I could give them zero stars, I would.

NOT EASY TO DO BUSINEES WITH IF YOU ARE CANADIAN. buyers beware! - Ruggable does not have an exchange process and if you want to return your item return shipping is at your own cost (approx $76.44 per canada post for a 2.5 x 7 runner rug and pad) . When advised that they are not really all that easy to do business with as a Canadian consumer the response was that it's not our shipping rules which is certainly not true as many US companies are incredible, super easy to do business with and have exceptional service, return & exchange policies. I would not repurchase nor recommend Ruggable as a result of this process, as well as the fact that the rug I purchased is just meh over all. ***FYI - From Ruggable CS regarding their Canadian return/exchange policy. Customers residing in Canada are responsible for return shipping to our Illinois facility. The address is below: Ruggable Returns *** W 73rd St Suite A Bedford Park, IL XXXXX Once you receive a tracking number please respond to this email thread with your tracking and order number, so that we may process your return/refund without any delays or complications. Instructions for your Return: -Use the original packaging to send back the merchandise. If original packaging has been discarded, please fold rug cover(s) and ship back in a rectangular box. Roll the rug pad(s) and ship back in a box in which the rolled rug pad will fit in without folding. If the Rug pad is returned folded or damaged you will be charged for the price of the rug pad. We inspect all return(s) and will refund you based on the condition of the item(s). Any merchandise returned in damaged or used condition will be deducted a 50% fee of the item's price unless the return was made due to manufacturing defects. Any refund amount due will be processed within 5-7 business days after we receive your item(s). Please contact your financial institution if the refund is not credited within 7 business days after we issue your refund. Unfortunately, at this time we do not offer exchanges for Canadian customers. Customers residing in Canada are responsible for return shipping to our Illinois facility. The address is below:

We have a kid and two huge dogs, so the concept of a decent washable rug that won't slide around was too good to resist. I ordered three 6 x 9 rugs. Some things to know with Ruggable. First, they have two production facilities, one in LA and one in Chicago. My order was split. The two rugs that were the same pattern were produced in Chicago, and the order for the other pattern was sent to the LA facilityat first. I ordered the rugs 7/23. The two of the same pattern shipped 8 days after I placed the order, and the website offered tracking information. The rugs were received, and I do like them. The last rug sat at 'Waiting for Pickup' status at their LA facility from 7/30 until I finally wrote to customer service on 8/8, asking for an update since the status hadn't been updated in ten days. I got a response the next day that said, "I've checked with the production team and your [rug and pad system]...has been made is getting prepared to ship! Please allow 5-7 business days for your order to ship..." When I checked the tracking again, it was completely changed. It listed the order received by the Chicago facility, and it shipped on 8/10. It should arrive in the next couple of days, but there is no tracking information available. As far as the rugs are concerned, the two we received look great. They were kind of a pain to roll out on the pad evenly, which will be true of the larger rug sizes. It took two of us several tries to get the rugs even on the pad. I have not washed them yet, but they vacuum nicely and two 200-lb English mastiffs running and playing haven't moved them more than an inch. One thing I don't like is that you can't leave reviews on their website. In fine print on the Reviews page it says, "Reviews were made in exchange for discount on future purchase." So take the online reviews with many grains of salt. They go *** Instagram and other social media, and they do not allow normal purchasers to leave product reviews. Last caution is this: they ran a sale recently, which is what allowed me to order three rugs at once. The sale offered 20% off select rugs. They have a sophisticated system, so when I looked at the sale rugs using my normal browser, the prices for the rugs I had favorited or looked at before had been increased, so the 20% off sale price I saw was the normal price. When my husband looked at the same sale rugs on his phone, they were the normal base price and the 20% discount was correct. In order to get the rugs at the legitimate sale price I had to use a different browser and a different email address from the one I had used to sign up for their mailing list. Bottom line, the product is decent and not that expensive as far as rugs go. The customer service is meh, and the business practices are shady.

I have many Ruggable rugs in my home, and the last purchase experience was awful with this company. I purchased a new rug a 8x10; when it arrived at my house the color was too dark. I immediately contacted the company and requested an exchange. They approved the exchange and told me that I needed to BUY the new rug and when they received the exchanged rug they would refund me for the purchase of said rug. They lied. This is exactly what I did. When the rug that I did not want arrived at my home it was never used there was, there was never any animals on it, there was never any humans on it, it was never on the floor, the only thing that ever touched that rug were my hands; my clean hands. When I finally got the rug that I had to buy in order to exchange the dark rug that I did not care for...I took the rug that I was sending back completely our of the box, I unrolled the rug and folded the rug into squares, and then I put the rug in the box that the replacement rug was shipped in. I then shipped the exchanged rug back to the company. Stupid ...dumb me...for trusting Ruggable and for not taking photos of the exchanged rug before I shipped it back! WHY? Because this company is claiming that I sent them back a damaged, soiled rug and took 50% off of the purchase of the rug as a damage fee. I have contacted the company numerous times asking for photos of the "alleged damage" they have not responded with any photos of "said damage". THE RUG WAS NOT DAMAGED! It was shipped back in EXCELLENT and NEW condition, in the same condition that Ruggable shipped the rug to me...maybe...just maybe...they shipped me a dirty rug!? While I love the rugs that I have in my home... I doubt that I will never... ever... order from this company again! Because of the way they have treated this exchange and accusing me of shipping back a damaged rug. The current rugs in my home, have curled edges and the "cushion" pad that this company sold me is NOT large enough for the rug nor is it cushioned enough. Another scam by this company. How darn they question my honesty and integrity. I am an honest person and I would never be deceitful as Ruggable is claiming. I have asked numerous time for a phone number to talk to somebody and have asked Ruggable to have a human actually call me to discuss this matter; with absolutely no response regarding a contact number. Finally, after numerous emails they have agreed to refund me the money that they originally stole from me. While still claiming that the rug that I shipped back to them ...was damaged. WHERE ARE THE PHOTOS!? WARNING...Warning! Should you buy a rug that you do not like pattern or the color, before you exchange that rug...take many photos of the rug ...to prove but you are not returning a damaged rug...because Ruggable will claim that you have damaged the rug, and they will keep your money. Ruggable is not a truth worthy company. I have lost faith in this company.

We ordered a rug and received the wrong one. We cannot return the rug because they did not provide the correct shipping label either. 1. We ordered a rug from ruggable and ordered both the pad and the covering. We received our Ruggable shipment this week, and upon opening it, it was the wrong rug and did not have the rug pad with it. The rug that came looked absolutely nothing like the one we ordered. 2. Because our house is not huge, and the box for the rug was huge and we also have two cats that scratch at things, we wanted to return the rug ASAP. So, I emailed Ruggable Support, and received a bounce back email saying that I would get a reply in 5-7 business days. This was just far too long to have the box in our house. 3. My fiance attempted to contact Ruggable through an instagram direct message. He received no response but the message came back as "read." My fiance has a verified account with 50,000 followers (I am saying this to note that his messages were clearly not spam.) 4. I received the email from support which appeared to be a bounce back email directing me to the return/refund site. I decided just to return the rug because I did not want to have to deal with another shipment if a site had no customer support line. I saw that the return would cost 25 dollars. I thought ok, I will just spend the money to get rid of the damn rug. 5. My fiance had to borrow his friend's car in order to get the rug to FedEx. When he arrived at FedEx it turned out the "Shipping Label" that was supposedly meant for returns was not a shipping label at all. We will not pay to ship back a rug if we are already paying the 25 dollar fee. That is ridiculous. And we have to borrow a car to return the rug.

Have been trying to get a response for a return request I placed the day after receiving product. Cannot receive any response from company. I ordered 2 rugs on 8/27. They were delivered 9/5. 1 rug arrived and it was not the color I ordered. The other was not a style I liked. I wanted to return the rug that I did not want and ask for an exchange of the rug which I was sent the wrong color. I followed the return/exchages process included in the packaging. I submitted this request 9/7 via email. I never received a response. From 9/16 - 10/10 I reached out to *** 4 times asking for a response to my request. All I received was an email that their customer service department was very busy and I would hear from them in a few days. During this time, on 10/1 I tried calling their customer service number - ***. Could not reach someone live - their outgoing messaged asked that I leave my order information and someone would get back to me because their customer service department was very busy and it would take a couple of days to research my order. When I did not hear back from them in a week, I called the exact same number back and got a message that the phone number was out of service. I have $600.00 worth of rugs I want to return to them, not pay shipping and get my money back. This company has issues with customer service and returns. I feel as if this company is a fraud. However, I continue to receive DAILY promotional and solicitation emails from the company. I think I have been patient giving the company sufficient time for the company to research my order and get back to me. However, after three months of, literally, no response from the company, I am frustrated.

This is the email I sent to *** Order *** 11:53 AM To *** Good morning, I placed an order (Order ***) for two (2) Kamran Royal Blue Rugs with Pad System, one was a 2.5x10 ft runner and the other is a 6 foot Round rug. Here it is less than 7 months ago that I received these rugs, and the runner on all four corners is fraying (see photos). These rugs are entirely too expensive to be fraying so soon, less than a year old. This is only the second time in less than 7 months that they have been washed and are washed exactly as stated in the care instructions provided. What will happen the 3rd, or 4th time they are washed. Will the rugs completely come unraveled? Very unacceptable and disappointing. Someone please advise as soon as possible. Sincerely, *** This is their response (completely unacceptable): On 03/07*** AM Ruggable

Says I placed an order and they somehow charged me though I never put payment information in. I perused the site and looked at several rugs. I don't remember even putting them in my cart, though I may have. I know I did not type in credit card information. I found the order number by going back into my browser history: order # *** for $425.93. I did not receive an email notification of the order. I did not authorize this purchase. I just looked at the rugs and moved on.I have no idea how they got my account number (my credit card is in a different location and I don't have it memorized). I even checked my PayPal account to see if I paid that way. I looked on my phone history and there is an order confirmation, but I did not press anything to order it. Apparently it went through an app called Shop, which I don't remember using before, and have no idea how they could've received my credit card account. The charge is still pending, but I cannot contact the company AND it has caused my account to be overdrawn. Even if I did accidentally press a button to place order, reputable companies have several steps before you actually place the order! That did not happen. I would not have even put a purchase like this in that particular account! The next morning there was a pending notification in my credit/debit account and it caused me to be overdraft on my account. I did try to contact them by phone, but a message stated they are not answering phones due to high volume. I did send the company an email, but I didn't even receive a confirmation that they received my email. Seems like somehow this is a shady company. The fact that this company a) cannot be reached by phone b)does not send an order confirmation email c)does not send an automatic email that they received your email and d)do not have a multi-step check out process are indications to me that they are not a reputable company.

On 12/28 I purchased a 5x7 rug with the cushioned rug pad systems this cost $211.65. When my rug arrived it arrived without the padded rug pad. I contacted Ruggable to have this fixed and on 1/9 the customer service put in an order for the wrong pad image2. I reached out again and this was corrected on 1/10 for the padded rug system Image 3. I still do not have the rug pad. When I log in to my account now with ruggable and select view order on any item I ordered through them I get redirected to nothing. it doesn't work so I cant access the tracking #on my own. I reached out asking for the tracking information for the rug pad along with a few other orders I had placed. I received the tracking # *** via fedex Image 7. I pulled it up and it shows my rug pad was delivered but I never received it. So I pulled up the tracking again via fedex and it shows it was delivered to Chicago... umm I live in Henderson NV. So I reached out again and the customer service agent told me no it shows Henderson delivery Image 6. So i pulled fedex up again and typed the tracking # and no its clearly shows Chicago. Image 4. I reached out again that same day which has now been 24 hours and I am no longer getting any responses from Ruggable Image 5. I am extremely dissatisfied with #1 the fact that you cant physically talk to a human to resolve the issue #2 that they don't have enough respect to contact customer back when they have clearly dropped the ball. The rugs that ruggable sells are expensive. So far I have spent $912.80 on their rugs only to be treated as if they don't care. This is unacceptable behavior from any company. I want my issue resolved. I want the cushioned rug pad that I purchased refunded back to me and I want a free one sent to me to make up for this mess so I can actually use the rug I purchased. I also want them to fix the website so that when a customer tracks the order it actually pulls the order details and tracking information.

On January 7th I placed an order for a rug for about $700. I was told it could take up to three weeks. My order number was #***. On January 14th I received an email stating that my order was almost ready. So, I went to check the status to find tracking information, but realized I no longer had access to my account. So on the same day, I reached out to Ruggable and asked why I couldn't access my account. I received some automated response suggesting to make a password (which I obviously already did because I had previously contacted them about making an alteration to my order), and tried sending another email to which i got no reply. Then the next day on the 15th i sent an email and asked to either get a response as to why I couldn't access my account, or cancel my order. I expressed the fact that going back and forth through email is not efficient and is not a good way to perform customer service. Nonetheless they now email me back saying that they have reset my account and sent me an activation link, I signed in and the problem was done. Then, over 24 hours later, I get an email confirming my order has been cancelled. I never cancelled my order nor did I confirm a cancellation, they did it out of spite because I criticized their customer service and somebody behind a computer screen got their ego hurt. Her name is ***. There is absolutely no email whatsoever where I confirmed that i wanted my order cancelled, and keep in mind this was an entire day after my issue was already resolved. The cancellation happened on the 16th, again without my consent, and it is two days later at the time of writing this. I have reached out multiple times since and have not received a single response. I didn't want my order cancelled and it's extremely unprofessional to get flustered that you're being criticized, and cancel my order, now I have to wait 2 weeks for my money, and 3 more weeks to get a new rug. This could have been avoided if they had a phone number to contact.

Ordered and paid for 3 rugs total. Received 2 of the 3 rugs. Want to determine status of 3rd rug. Cannot make contact with customer service. 3 rugs were ordered in total. 5'x7' Hendesi Heriz Abalone ruggable $199 area rug delivered 6/19. 2.5' x 7' runner Hendesi Heriz Abalone $149 delivered 6/22. 6' x 9' area rug $299 of same type was never delivered, but was supposed to be included in the entire delivery. Emails received stated 3 of 3 rugs out for delivery/ 3 of 3 delivered each time. Emailed Ruggable on 6/19 informing them of the partial delivery, receiving 1 of 3. Emailed 6/22 after another partial delivery, receiving the 2nd of 3 and inquiring on status of the final 3rd and largest rug (if it was be shipped and when delivery would be expected). Received an auto-generated email from Ruggable on 6/22 from "Support" thanking me for reaching out to their Customer Care Team, but unfortunately they are dealing with high volume of tickets and need 5 to 7 business days for a response. Received an email from Ruggable on 6/25 asking how my email and service with *** from Newport Beach, CA was, which included his bitmoji profile picture and asked for a survey. Survey taken 6/26 and rated poor, as I had not had any contact with *** or any actual person over email. No issues were resolved, as there is no real point of contact. No phone number. No real response from Customer Service. Attempted to google phone numbers for Ruggable. Their site says CALL US and does not list a phone number. Phone numbers were found under peoples complaints. Called *** which directs one to Customer Service at XXX-XXX-XXXX, which states "all phone support is paused as this time" and suggests you email them. Purchase made: 6/7 Paid by: MasterCard Amount: $617.25 *** Hendesi Heriz Abalone Rugs (3) *** 5' x 7' $199 (delivered) Tracking for pkg: 6' x 9' $299 unknown #/ delivery status undetermined

2-piece rug system was ordered but pad piece was not shipped. Company will not respond to requests for help after first contact was made 11/24. We ordered a 2-pc rug "system" and only received the rug, not the "included" pad. We contacted Ruggables by email as they don't allow phone contact and were told we misunderstood their web site. It states clearly in their FAQ section that the pad is an integral part of the "system" and is included. No mention is made of a separate charge for the pad. We were told when we contacted their support group that we could order the pad for *** when we protested this back, we were told they were sorry for the "mis-communication" and we could have a *** discount if we bought the pad. We do not believe we should pay for this pad as it was clear it was included in the *** price we paid. Our last contact with the company's support group was *** and no further response has been made by Ruggables, although we have sent multiple emails with demands that they either allow us to return the item or sell us the pad we don't want to buy at *** off. Again, there is no way to contact the company by phone, when you do there is a recording asking us to leave a message with details of the order and as soon as that is stated by the recording, their phone system disconnects the call. I have disputed the charge for the product with my bank and they will work it from their end. If Complaintsboard.com contacts the company regarding this, I will either return the rug without the *** restocking fee, or they can ship the pad out to us free of charge. No other resolution is satisfactory to us at this point. This is an awful merchant, with absolutely the worst customer service I have ever encountered. I noted the other complaints and saw some were resolved but only after considerable time had elapsed. This company needs to be severely reprimanded for these unsavory business practices. I also will file a review with the Complaintsboard.com regarding this on the usual platforms like Yelp, as well as on your site. Thanks for your help with this.

I received a rug that I ordered that I want to exchange within the 30 period noted on the Ruggable website. I have emailed 3 times with no response. On 7/24 I received two rugs that I ordered from Ruggable. On 7/25, I sent the following email to the customer support address (***@ruggable.com): I received Order No. #XXXXXX Diamond Dalia Beige Ivory Rug - Rug + Pad System / 5'x7' and it is not the right color or size. I would like to exchange it with the Herringbone Batik Natural Rug in 6' X 9' size. Will the Anniversary sale price apply? Please let me know how to proceed. On 7/30, I sent another email with the same content as above and referenced their 30 day return policy: Any items purchased from Ruggable.com can be returned for a full refund (minus processing fees) within 30 days of the delivery date. Given I only have 30 days to return this product and you do not have another option for contact (I tried calling you phone number and the message says you are not accepting calls), I do expect a response by 8/6. In the meantime, I purchased another rug because I wanted to catch the anniversary sale they were having. I received a response thanking me for my order and I responded to that email, again asking for customer service support on my previous order. I received an email from Ruggable on 8/1 asking how my customer support email with Kirsten went. I responded on 8/1 with the following email: I DID NOT RECEIVE ANY EMAIL from Kirsten. There has been absolutely NO customer service! Your customer service is nonexistent. I am so disappointed because I love your product but can never recommend it based on the terrible customer service! I am waiting for a reply from Ruggable regarding an exchange I am trying to make. PLEASE RESPOND TO ME! My email is ***@yahoo.com I have had no further response from the company. My husband tried to return the rug using what looked like a return form that was in the box with the rug but the post office said it was not a return form. I do not want to have to pay for the return and would still like to exchange the rug with another rug.

The ruggable rug is not pet friendly as suggested and does not clean well i nthe washing machine as advertised. I received a new ruggable for Christmas 2020. I promptly laid out my new rug in the living room, a room they advertise it as being good for. I have a dog, which they also advertise as being great for pets and machine washable. After two months, my rug had noticeable dirt marks from where the dog regularly lays (not mud stains or food stains), so I washed the rug as directed. The dirt marks did not come out, though paw prints did, so I washed it again and the dirt stains still did not come out. I contacted ruggable customer support. This was the response: "Kindly note, the Rug Cover is stain-resistant and contains an internal water-resistant barrier. Although Ruggable rugs can be great in entryways/mud rooms, they are not designed to withstand large amounts of water, dirt/mud, salt and snow. For major stains or accidents, we recommend washing your Rug Cover immediately in cold water using mild and non-bleach detergent. You can then dry the Rug Cover in the dryer on low heat. Avoid high heat. The Rug Cover can also be hung and air-dried if necessary." Well mud rooms and entry ways receive more mud, dirt, salt and snow than a living room rug. No place does it mention the dirt stain of my dog. I asked for a full refund as 2 months of use should not have my rug in this poor of shape and other rugs would hold up better. Also this is not major stains or dirt that happen as a result of an accident this is two months of a dog laying on a rug. I attempted to work with customer service. They are less than helpful I even attached an image of the rug. They are offering a 25% refund on the rug and a 15% discount on a future rug and stating stains are not covered by warranty. For two months of use I should be getting a full refund due to their false advertising of being pet friendly and coming out clean in the washing machine. Two months of use in a living room is worth more than 25% refund. It is insulting on what is normally a $400 rug (when not on sale with the padding) to offer so little when the product could not withstand two months of use with one person and one dog and more insulting to suggest I would get a discount on another rug when I will not be purchasing future rugs from them due to their inaccurate advertising.

I was told I would recieve a prepaid shipping label and they retracted offer and stalled replying. I ordered on May 11th, a rug that was delivered June 9th and ended up being too small and I intitiated the return process. I exchanegd 5 emails with a customer service representative named ***. On june 10th he sent an email saying "Hi ***, If you would still like to move forward with initiating a return, please let us known. Once we hear back from you, we will provide you with your prepaid return label and instructions for your return." Being told I would be issued a prepaid shipping label and under the impression I owuld be recieveing my money back from ruggable, I went out and purhased another rug from a different buisness that was non returnable. On june 11th following my request to initatiate the return rpocess I recieved another email from the same representative stating " Hi ***, Thank you for reaching out to us. We are sorry to hear that your Ruggable order did not meet your expectations and we are happy to accept your return. Customers residing in Canada, Alaska and Hawaii are responsible for return shipping to our Illinois facility." July 12th: I requested the prepaid shipping label I was promised sending a screenshot of the message of telling me I would be sent one. June 12th: The same representaive responded with "Hi ***, Our apologies for the confusion. We sent you that automated response without noticing your location. In any case, customers residing in Canada, Alaska and Hawaii are responsible for return shipping to our Illinois facility. The address is below:" June 13th: I responded with "I based my decision to return because I was told the shipping would be covered with a prepaid shipping label. I was just going to keep the rug if I had to pay to ship it but I was told I would be sent a prepaid label so I already went ahead and ordered another rug. I understand the error was not your fault but I was told I would receive a prepaid shipping label and the company should follow up on what it tells its customers. I have already spent irreversible funds based on the information the company said to me and I do not think it's appropriate to not honor information that was personally addressed to my order. " June 15th: I recieved back "Hi ***, We apologize for any miscommunication, but regrettably, we are unable to provide return labels for customers residing in Canada, as stated on our website. Please see the image below:"... image stated companies return process. June 16th: I responded with "Yes, I understand what your policy is but my issue is that I was informed differently by your service team and given information that should be honored. I have already spent money on a replacement that I can not return and would not have done so if I knew I had to pay for shipping and given accurate information. I acted on the information I was given and now it is being retracted which is not fair. I was told I would be mailed a shipping label and this should be honored whether it was a mistake or not. Why am I now losing money based on your mistake? " I recieved no response in reply even following a follow up email I sent to the above represenative on June 25th. I sent two more emails to the support team via their website between June 16th and June 25tth with no response. On june 26th I recieved one response to my concern regarding recieveing no response to my inquiries in which a different representative said "As stated on our website, the customer is responsible for the return shipping for Canadian orders. Unfortunately our system will not allow us to generate a shipping label for international orders. We apologize for the incorrect information that was presented to you before we had your order number." Due to their unresponsiveness and week long gaps of ignoring me it is also now too late to ship the item back even if I did pay for shipping to make it in time for their 30 day return policy. Order No. #***, total paid: $208.95