Rugs.ca

I would rate zero stars if I could...I ordered an area rug for my mom for Christmas, which I ordered at the beginning of December. A month later, she finally received it, after the first one being shipped to the wrong address and told it'd be brought to her address and never was until I called multiple times to complain about it. Finally receiving it today, a month later, she sends me pictures of her new area rug that came with a hole in it and how there's a spot where it's coming apart at the seams. I emailed them about it and included the pictures of the damage and they offered me only a $23 refund for an area rug I paid over $200 for! Waste of time and money. Do NOT buy from these people!

I ordered a rug with them but the colors didn't look like the website picture so it clashed. They have a return policy that you can send the rug back within 30 days for a refund. What they DON'T tell you is that you have to pay to ship it back and rugs are heavy so it's really expensive. My refund would have been $42 on a $300 rug

Run away! Run away from Rugs.ca.
The quality if the 2 area rugs I bought ($298 for both), was embarrassingly poor. I immediately went to return them. Then I'm told the $130 return fee was too much for them to absorb so they offer for me to keep them ($298!) and they would give me a $60 credit.
Outraged, I sent them back, at my expense of $105.
Then it took over 3 weeks! 3 weeks to get my refund.
My advice is to shop somewhere else. There products are poor quality, their return policy is ridiculous.
Lynn Younghusband

They are a rip off. Sent wrong rug but charged me $250.00 to return it. The picture on the website was of a white shag rug. Sent me a cream rug. But they said it was "their version of white". Do not waste your money. Deal with Wayfair who take back the product no questions asked.

On June 20,2022 I ordered 4 rugs (3 jute, 1 outdoor) for $1445 00. By December I was in touch with CS at Rugs CA about the quality of 2 of the jute rugs. One was literally falling apart at the seams and the other was fading very quickly. They offered a paltry $48 credit I objected and after many emails back and forth with different CSR's I was promised a satisfactory credit amount. However, once I tried to apply the credit for a replacement rug, the site wouldn't process the credit. Many more emails until in February I finally I gave up hope that this company had any honour or self respect and that from the get go they had no intention of providing service although they continued to insist that customer satisfaction was their highest priority. Bald faced lies obviously. The condition of the rugs has continued to deteriorate and I do my best to ensure others steer clear of this company

I received my rug and it smelled musty, so much so that I had to put it in my garage because it stunk up the whole house. I called and was told I would be sent an email with instructions how to return. I was sent an email with no instructions. I then contacted the chat line. I was given a return number and told I would receive a label within 48 hours. It has now been over a week and still nothing. My thirty days is running out and I get the impression that this is all intentional so I cannot return and get my money back. I would not recommend to anyone.

I didn't receive my rug after it being marked as successfully delivered and they would not refund me they would only give me store credit which I didnt want. The customer service live chat agent was extremely rude to me and after I declined the store credit he gave it to me anyways which I was not happy about. Stay away!

My experience with ordering Persian carpets from Rugs.ca is that they try to avoid honouring their return policy. So do not assume that their 30-day return on all order is safe; it is not necessarily going to be simple. They may fight you. My own experience with Returns has been frustrating and discouraging.

I'm still not sure that I'm going to get a refund on my $4,900 order because they are not answering my chats, not sending me the FedEx documents I'm supposed to get, offering me $250 to keep the rug(!) instead of simply honouring the return policy.

I'm at the point of starting an email paper trail because you can't print or save the Customer Service chats for your records; that's how uneasy I am about my chances of getting a refund. And of course since they aren't answering my live chats, I have to do something to get my money back.

This is not a random bad service incident; this is the second return I've had to fight for. The last one cost me two days and a lot of sleep.

It's really too bad, and it's not necessary. If rugs.ca had simply honoured their own policy without fighting me, I'd still be looking for the right rug on their site -- which has a lovely selection and range of carpets.

I ordered four rugs from rugs.ca. One I love, one I like, and two are the wrong colour. They make returning the two rugs I don't like so uncustomer-friendly that I am not going to bother. The entire process is punitive and I do not recommend ordering from this site.

I am blown away by how beautiful my 2 rugs are. I googled rugs.ca and came to this page. I got very worried but both rungs have arrived and boy, are they ever beautiful! The Persian rug was clearly shown and they even showed a small tear in it. It's been a dream of mine to own a Persian rug and I'm so very pleased. The pics are taken with a cell phone that doesn't do them justice.

Would never buy anything from this place paid $90.00 for Shag runner and if I return it I will get less then $40.00 back What a joke. They do not stand by their products and are not interested in customer service

Be careful.

There is zero customer service! No one picks up their phones ever! They take your money and run! What's that? I've been trying for over a week! FedEx said rugs.ca were responsible for the hold up and I can't even get them to respond! Pandemic or not either you offer customer support or you don't!

Purchased a fairly large rug for my living room. It was delivered to me folded in several areas leaving creases that will not flatten. Carpet is also pulled in several areas and the corners are curling up. The cost was $519 before taxes. This carpet is the equivalent quality of something you would buy at Walmart for $99. Do not be fooled by their pretty pictures... quality is horrible. Customer service was pathetic after half a dozen emails I was offered $78 credit. They advertise this carpet as pre-sale $1,038. Everything is constantly on sale for 50% off do not be fooled by their inflated prices followed by their 50% discount. Would never order from rugs.ca again!

This was by far the worst company I could of chose to purchase my rug. I looked at the reviews online and they were 50/50 so I took my chance. The rug I order came in time, but it was absolutely nothing like the picture! So I called the Customer Service to make a return and they were rude and the options they gave led to having to spend more money! I'm not joking when I'm saying stay clear of this place. Again do yourself a favour and spend your money somewhere else.

I ordered a rug and runner. Neither will flatten even after trying their instructions. The rugs are of inferior quality. I wanted to return them but the cost to return is astronomical which I am sure is set up that way so you won't send it back. Stay away from this company. You will waste your money.

Found my rug cheaper elsewhere and thought I'd call them on their 110% price guarantee. Had the rep on the phone and finished having him look at the comparable rug & agree that it was the same one cheaper somewhere else. His response was to ask if he could call me back, but never did. Shady.

I was shocked that the rugs I ordered looked nothing like the pictures, were a different colour and aesthetically unpleasing. The returns phone number never picks up and they don't publish their returns instructions on the website. So they have to email it to you except no one is actually responding! Deceitful!

Buyer beware. Rugs look nice and all but if anything goes wrong or you need to return a rug, you have to shell out all the money to send it back. Terrible service throws discounts in your face. If you had a terrible experience first time, you really think a little discount will make me buy again!

Before I purchased anything, I contacted them by email to get an indication of their customer service. I wanted to see what it would be like if I made a purchase and needed to return it. It took a while but, when they finally did answer, they didn't answer any of my questions. They just told me to contact their toll free number. I did and was waiting for an available operator forever! I finally hung up! Be very concerned about the customer service!

Purchased rug 16 August, received receipt 23 August. When I checked order status, the response said processing wait 24 hours for update. This has been happening for the last 10 days. Sent numerous e-mails - no response.
Tried to phone on numerous occasions, waited on the line for 20 minutes then a voice come on saying contacting operator, no operator available goodbye.

Very suspicious as whether this company is for real or a scam.

I am going to contact my credit card company to recover my money due to non receipt of product and will contact the Better Business Bureau in an attempt to warn others.

Do not purchase anything from these scammers. Wish Igood give zero stars.

Peter Bullock

I thankfully did not have a bad experience like others did based on the bad reviews. Rug was delayed a few days but the quality is decent. It complements my new couch. It's always a gamble buying something like a rug online.

I live in Manitoba, Canada. I ordered a 10 x 14 area rug from Rugs.ca to brighten up our new apartment. Initially I thought I had a problem with delivery because it seemed to be taking a long time and I had already paid via credit card. When I contacted the company I spoke with a lovely woman named Simonne in Carolina. She was working from home due to the pandemic. She advised the carpet was in Toronto and would arrive by the coming Monday. It arrived two days earlier and it is everything I hoped it would be. She was extremely helpful and the carpet has indeed brightened up our living room.

I just want to thank you for your excellent service on the area rug I very recently purchased from you.

I was easily able to track the processing and delivery. The rug was delivered on the exact date promised.

The rug itself, is exactly what I hoped it would be. I was hesitant to order online simply from a picture but I'm very happy I did.

The rug is exactly as advertised and I could not be more pleased!

Thank you, again!

Stay well

Stay safe

Dauna Barron