Rugs USA
Reviews and Complaints

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.

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?.

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.

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

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?

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

Who knows if an order from this company will ever show up or not.

I ordered two rugs from his company. One came within a week and was great. The other rug never showed up for a month with no correspondence. When I called they said maybe the label fell off in the warehouse. Two days later they emailed me a cancellation and gave me my money back. If I hadn't called, I would've been waiting indefinitely.

They already sold my rug due to their own error.

So… If you want to cheap rug, try out this website. You make it something great or you might get nothing. My advice, don't waste your time.

Twice in the past few months I placed an order for 2 clearance sale rugs, twice the orders were confirmed, including emails confirming that the orders were shipped. The orders were not shipped. No one contacted me other than to review my satisfaction with the rugs. I called last week and was told I would receive a follow up phone call that same day. I did not hear back. Today, Heather V. tried to justify this by saying that status of items on the website are not maintained (as if that is ok) and that I should somehow have known this and called when ordering online to verify that items being advertised as available on the website are actually available. Not getting confirmed and paid for and so called shipped orders is MY fault per Heather. Really? Also, Heather said she doesn't care if I give them a bad review. Well Heather, I believe you and your company don't care that they poor business practices.

My wife and i ordered 2 area rugs of the same style in different sizes. One rug was delivered fine and the larger rug sat in a waiting for pick up status from federal express. A dozen phone calls and many e-mails unanswered i asked for a supervisor and received the voice mail of the representative who was helping us, heather. They always start out helpful but when you ask them to call their delivery department instead of e-mailing, they become belligerent and put the customer on hold status for 15 minutes. I found out by calling them again that the larger rug was no longer being shipped indefinitely, what does that mean, the rug was no longer going to be shipped and it required me to call and find out that the rug i do have is now going back. To my surprise they wrote for a return at my expense. Surprise...No individual should do business with rugs usa and they are incompetent and thieves. I was required to pay in full from date of order and they have the money for a rug never going to be delivered. That is poor business practices, be careful.

Steven curtis
[protected]@gmail.Com

I am about to call my credit card company to report a fraudulent claim! my order is ws1168481! if you do not refund my full purchase amount now I will be forced to report the claim! you sell me 2 products that go together! you send the one product that is of no use to me! you did not ask if that was okay! I want my credit card to be credited for the full amount of my purchase!

I have ordered a rug from www.rugsusa.com and they said I'll get it within two weeks, but it actually took them over two months to deliver my order. All that time I was trying to get my order cancelled but they refused and said that was impossible. I was sick of waiting and wanted to order from another place but first of all I had to get my money back. Finally my rug arrived after two months of waiting. I will not buy from this website again, they are highly unprofessional and shipping takes too long!

Ordered my rug on 4/22, $200 and over a week later it was still listed as processing. I inquired, received a response that they were checking with the vendor then 10 minutes later I received a cancellation email then shortly following that a refund request email. I promptly called and spoke to Nicole M. and she just said yes we cancelled it, sorry for your luck and now I have to wait up to 7 business days for their credit department to send the refund to my bank, today is day 5 and still nothing has been done, they are just waiting until the last minute to do the right thing and something they should have done immediately. How is this legal, they obviously sold something they did not have and until I notified them they did nothing to reach out to me. Horrible horrible experience!

I need to return a rug. I was on hold twice for well over an hour and both times disconnected. I then dialed option one for sales. Finally spoke with someone. They said you have to call in to request a return. They said they would send me an email. That took 24 hours. I wanted to purchase a return label from them. You have to order that online and then wait for them to send it to you. They only give you a 7 day window to return once the return is authorized. You can't talk to anyone unless you have a min of 30 min to stay on hold, and yes they will disconnect you! The WORST customer service I have ever encountered.

Problem description: We ordered 2 rugs from this merchant. They were the wrong size. We decided to return them which was within compliance with their policy. We received a return authorization number for each rug (after asking 3 times). The return authorization email gave the following instructions: ----------------- Thank you for shopping with House Accents / Rugs USA, we are sorry that you are unhappy with your purchase. Please follow the steps below carefully, to ensure a full refund of the purchased item. If you have any questions, or need assistance, please contact Customer Care at [protected]. The Return Authorization number for item(s): 200ACR129G-609 RA#: rugsusa-####### 200SBHAC13A-609 RA#: rugsusa-####### The return address for this item(s) is: Rugs USA.com 8 Santa Fe Way Dock # 12 Cranbury, New Jersey 08512 • Re-package your item using the original packaging material or equivalent form of wrapping that will protect the item during shipment. Label the package with the Return Authorization number above. • Mail your package to the address listed above. Use a carrier that will provide you with a tracking number such as UPS or FedEx. We highly recommend that you insure your package for its full purchase price with the carrier you select as we are not responsible for loss or damaged merchandise that is returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damage. • Once you have mailed your package, forward the return tracking number to [protected]@rugsusa.com. Please include the Order number, Name on the order, and Return Authorization number. Be sure to save your shipping receipt and tracking number in case we have any questions. Return credits may take up to 15 business days to process. If we do not receive your tracking number we are not responsible for any delays in processing your credit. Return labels: http://www.rugsusa.com/rugsusa/rugs/rugs-usa-electronic-label Notes on Returns • You have 7 days to return your item from the date you are issued the return authorization number. • Do not fold, staple or tape any surfaces of the item. • Returned merchandise must be in new, unused condition. If an item is soiled or damaged it may be refused or incur a 25% restocking fee. • Rug pads that have been opened may not be returned. • No returns will be accepted without a return authorization number. If an item is received without proper authorization it may be refused or incur a 25% restocking fee. • Returns that are shipped to the wrong address will incur a 20% service fee Kind Regards, Rugs USA Customer Service ------------- We live in the area so we decided to drop if off directly at their location. We attached the proper RA numbers to each rug, drove to the above address and left them with 2 friendly employees who assured us that we were doing the right thing. We even took a photo of the rugs, dock, and employee (JUST IN CASE). We received an email back stating that 1. there were no employees at the warehouse (there was no other business at that address) 2. There were no rugs with return authorization numbers (they were clearly marked) 3. That we were not supposed to drop them off ourselves so even if they do find them Rugs USA will only give us 75% of our purchase price. We will be taking further action to recoup 100% of our funds. BUYER BEWARE.