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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