Rugs USA

I got charged two times for a rug and have been on hold for ½ hr, this is not how to run a business especially when they are in the wrong. My time is valuable. The reviews are right BAD customer service

I ordered 2 rugs from Rugs Usa– 2 of the same rugs, each a different size to two different addresses. I was very careful to make sure the addresses were put in correctly. Both rugs arrived at one address! I have tried to talk with someone about the mix up and have spent over 5 hours on hold at different times!!! This is the worst customer service I have EVER experienced. I would like to have one of the rugs sent the proper address. ZERO LUCK TO TALK WITH A MANAGER. I have left messages, emails. NO RESPONSE!

I ordered 3 rugs from Rugs USA — to be fair, two of these rugs arrived quickly, looked as I expected, and I was pretty pleased with them.
When I received the third rug, I discovered that it was a completely different color from the item that was advertised on the website. Online, the item was described simply as ‘Ivory’, but on the tag of the rug that was delivered, the color was listed as ‘Cream/​Blue’. After corresponding with the customer service via email, they informed me that ‘Slate Blue/​Ivory’ was in fact, the correct product, and would accept a return as long as I paid for return shipping (at a discounted price). I completely understand that there may be subtle differences in the online depictions of the rugs when compared to the rug in person, but in this case, there was absolutely nothing on their online listing that indicated that this rug would have any blue hues at all. I didn’t think that I should’ve been penalized for returning the rug when the deficiency was in the Rugs USA webpage listing. Eventually, the tone of the emails from their customer service representative became terse and rude. I made my purchase decision based on misinformation provided by the Rugs USA website, and now they are unwilling to bring this issue to a satisfactory resolution.
Bottom line — I strongly urge anyone considering using this company to look elsewhere. While your order may go smoothly, it’s been my personal experience that if something does go wrong their customer service won’t provide the support necessary to fully resolve the issue. It’s just not worth the headaches.

So glad I checked the reviews before actually purchasing a rug with this company. I have been trying to get in contact with them with a shipping question for just over two weeks now. I have had zero luck.

I purchased a rug from Rugs USA. The rug was pilling, shedding and losing strands leaving holes in the rug itself. Granted the holes weren’t completely through the rug but it did leave holes and dovetail the pile. Tried to return or get a replacement of the rug and the refused it, requesting photos to tell me there were no holes and that it’s wool and would shed it needed to be vacuumed. WHAT??? It looked like the rug had been laying around out side for months and I had JUST opened it. Had to dispute the transaction with my credit card company as anyone at Rugs USA was worthless to deal with (even hanging up on me when I couldn’t provide my order number quick enough) TERRIBLE customer service and even worse product line, if that’s even possible. Stay clear of this place, not worth the hassle!

i don’t know how this company stays in business. i have been contacting them for weeks about product on their web site and i have yet to get someone intelligent on the phone. even the people who work on the live chat aren’t helpful, and the last three times i went to do the chat no one was available. i have been waiting so long to connect with someone about a purchase that three of the rugs i wanted to order are now sold out. apparently there are a lot of issues with them as i went on
and there is a list a mile long on complaints.

I bought a rug online from RUGS USA for $ 600. It sheds so much that it has clogged up my vacuum cleaner, has created a constant mess on the floors around it, and is the worst rug I have ever purchased.