Rugs.ca has a rating of 1.5 stars from 63 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Rugs.ca most frequently mention customer service, and return policy problems. Rugs.ca ranks 109th among Carpets sites.
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.
They imply they are Canadian (.ca web address), but require returns be sent to America and charge $167 for a single return. Then they will give you only a portion of the return back even though the site explicitly states no restocking fees will be charged. They have inferior customer service and cheap looking rugs. One is better off purchasing at Costco, Home Depot, anywhere really than this horrible business.
I bought a rug recently from this site. Was skeptical with all the reviews here but took a chance. So far I am happy with my purchase. On time delivery and the product was similar to the one on the photo.
Products used:
Rug
Date of experience: February 10, 2021
The rug I ordered was delivered to the wrong address. Fortunately, the person who received it walked the 5 city blocks to my address to advise me. I then had to walk to that person's apartment building to collect it.
The rug is not to my liking so I'll return it. I spoke with a customer service agent for 10 minutes who then explained I would get a return phone call -- that never happened. I sent an email for an RMS# which was sent -- with the note that it would cost 38% of the cost of the rug to return if they send a return label. I'll deal with the return myself!
Date of experience: November 6, 2020
I bought a used oriental rug from this outfit (which is not in Canada). The description said "very good condition with areas of low pile." They left out the part about the insect damage that in many places went right down to the warp threads. There is evidence of insect infestation all over the carpet. To their credit they offered me a 10% rebate when I complained. I took the money and kept the carpet--it is really beautiful--but I paid too much and this rug has lots wrong with it. I won't be totally devastated if someone spills wine on it but it won't be worth cleaning so I hope that doesn't happen. Cleaning will cost over $400! If Rugs.ca says a carpet is in very good condition better to pass on it and look for one that says it is in Excellent condition or is brand new!
Date of experience: March 1, 2019
The 80 sq ft 'rug' weighs less than 20 lbs. It's about as thick as 2 towels. There is no nap to it. It's a sick greeenish-brown rather than the gold I ordered. Don't let the. Ca at the end of the web address fool you too. It's a US company that ships from South Carolina. It came folded. How do you fold a real rug? It is certainly nothing like the pictures they publish. A total waste of my time, energy and money. They ship by Fedex, which is probably the worst shipping operation in Canada. It arrived 4 business days late.
Being disabled, it's going to be a real pain to return. I can't even figure out how I'll repackage it. After my experience here and with Wayfair I'm never going to buy from a US retailer again, and I'm not going to buy from anyone that uses Fedex. I'll check next time. Live and learn, I guess.
Tip for consumers:
Don't
Products used:
None
Date of experience: June 10, 2021
I don't usually write such a bad review but my experience was truly terrible. I ordered two rugs. They were both delayed in arriving which is understandable given supply chain issues during the pandemic. When i opened them up, one was not at all what i ordered. When i called to return the carpet (website says it can be returned within 30 days at no cost), i was told to send pictures and then was told that the carpet is the one listed on the website. The actual and picture are completely different. Furthermore, the agent told me that i would need to pay $109 CAD to have the carpet returned. The initial agent i spoke to kept putting me on hold as he had no clue what he was doing. Overall, the agents were rude and arrogant and had no interest in helping to resolve the issue. I have dealt with Wayfair and other companies and have had no issues in the past. This was the worst experience. Will shop Canadian next time!
Tip for consumers:
Don't shop here! There are better companies to shop from.
Products used:
carpet
Date of experience: January 31, 2022
Beware of this company. Don't get fooled by the low prices. The quality of the rugs is abysmal. The rugs are too thin that they don't lay straight as you unroll them. They have creases that are very visible. It is unbelievable.
The worst part is they claim they offer 30-day hassle free returns, but guess what, they will charge you the price of your rugs to ship them back. What a joke. I would never ever recommend this company.
Date of experience: December 1, 2019
I bought a "pink and white rug" from them for a nursery. The rug itself was $209. When we received it and unrolled it, the colors were grey with dirty pink. It literally looked like it was retreived from a garbage can and had years of wear and dirt on it. When I contacted customer service, not only did they take their time to respond to my email but they also basically called me a liar and said that "3 of upper managers reviewed the photos and all thought the rug looks exactly as shown on website." Yet, I also had people look at it what was advertised vs. What we received. Customer service rep. Then ignored my emails with a request of returning the rug or speak to a manager. They are also expecting me to pay for shipping return which is half the cost of that awful rug but won't provide me with required information to return it. Very upsetting and what a terrible way to run a business.
Date of experience: July 20, 2020
I bought a rug on September 14,2021, today is September 23 and the rug is still at the warehouse in South Carolina.
I called again to cancel the order, and they said they can not cancel it, even if the rug is still there, so I have to wait until the rug comes all the way to Canada to return it!
I don't recommend this site at all!
Tip for consumers:
Dont use this site, they dont care about you.
They are just ready to reject your claim, with "Sorry I can not do anything" : (
Products used:
Nothing, the rug never came, actually it has been 9 days since placed my order and the rug is still at the warehouse.
Date of experience: September 23, 2021
Bought a 4x6 Spectrum Rug. Delivery was fast and according to plan. Color of the rug matches what was shown online. The trimmings is terrible. It is not square and not even straight. Very disappointed for the price I paid for this rug. Won't order again.
Date of experience: January 9, 2022
I was hesitant to order from this company AFTER reading all the poor reviews, but I thought " let' s roll the dice. "; besides the compulsive shopper in me said," what the hell! ". And sure enough!
This is probably a new company, working out the bugs - there was no need to squak.
I was pleased with the price, the delivery time AND the product.
Cheers!
Shaun Courtney
Kingston, Ont.
Date of experience: March 1, 2021
The rug I ordered was unfortunately too small but it was also extremely poor quality.
When I called to arrange for a refund I was told it would be $60 shipping to send it back... a little steep for a $79 rug! If I wanted I could keep the rug and they would give me a 35% refund ($27.65)... meaning it cost me $51.35 for a garbage rug that is too small to use anywhere! Stay away from this company!
Date of experience: September 1, 2021
When my black shag rug finally showed up. I knew right then and there an 8x10 rug that you can carry with one hand was going to be cheap. I paid $400.00 for this rug that is as thin as an out door rug. So thin can't gat it to stay down at the corners or the creases wouldn't go away. This company needs the better business bureau after them! Same on you!
Tip for consumers:
Stay away from rugs.com
Products used:
Rug
Date of experience: December 29, 2021
I ordered a rug from Rug.ca only to read the horrible reviews later.
I was very nervous about the carpet I ordered but I had a great experience!
It was shipped within 48hrs of my order and arrived 5-6 days later.
I love the quality and look, it's exactly as I had hoped!
Date of experience: August 10, 2022
I bought a rug at the beginning on this month, didn't get any updates about the shipping for 3 weeks. So I emailed them yesterday just to get the response, that they sent me my money back on the 7th of February and the order was cancelled. No explanation why, no sorries, no emails before about the status, nothing! What an unprofessional attitude...
Date of experience: February 22, 2021
My rug was delayed due to an original address error on my part. The customer service I received initially was terrible the lady I spoke with was kind and assured me she had it all fixed and would send me confirmation. She did not send me a confirmation at all. I contacted them again the following lady (Racquel) had everything fixed, gave a refund for my troubles and said Fedex would send me a case # Monday morning, this was Friday. I did not receive anything. The next guy I spowith very kind but also, same as initial lady "ill send confirmation" no confirmation sent. I was going to cancel and request moneys back plus my 10% refund I had already received but to my luck spoke with Racquel again and she had me on my way in no time with confirmation of my rug delivery the very next day. Gorgeous rug, not worth the hassle.
Date of experience: November 19, 2020
Rugs.ca
I am/was a repeat customer, until today. Last night I ordered a carpet online. Almost immediately, (within 2mins) my husband changed his mind and wanted the other one. I waited for confirmation email so I could cancel my purchase (was supposed to come within 5 mins). I waited and waited then went to bed. This morning, still no email. I called and asked to cancel. I was told (although it was less than 12 hrs ago... their policy is my 209.00 purchase will now be reduced to 42.00 store credit, if I cancel. It didnt matter that I wanted to purchase another carpet. Just wow. I wont be back.
Tip for consumers:
Once you purchase. You will only receive 20% of the amount of that purchase of store credit in return, if you try to cancel order even within 12 hours.
Products used:
Carpet
Date of experience: December 7, 2021
I have never in my life posted a review or comment about a product I have purchased, but I feel I need to with this company. I purchased my rug on line - was unhappy with the colour and in order for me to return it - I have to pay $144.00 to them to have it shipped back to them. The rug cost me $189.00. No customer satisfaction at all. It's either that or I keep the rug and receive a $38 refund. This is a joke and horrible customer service. Would never order from them again.
Tip for consumers:
my tip is - do not buy from this company
Products used:
rug
Date of experience: June 21, 2021
We ordered a rug online, our first ever rug, as well as the deluxe mat - it was shipped promptly, was even NICER in person than on the photos, and extremely well made. We are now looking for a second rug for our basement, as our first experience was seamless.
Tip for consumers:
I wrote to the live chat before ordering to ensure the return policy - I was assured that we could return no questions asked within 30 days. I didn't need to return, but was happy to have that info confirmed, as it isn't clear on their website.
Products used:
rug & rug pad
Date of experience: August 21, 2022
I ordered a rug which was on sale. Although I loved the colors and pattern, I found the quality low even at the sale price. When I checked the price on the manufacturer's site, it was quite a bit lower than the apparent sale price! The so-called original price was vastly inflated. However, when I contacted the company about it, they gave me a partial refund, which was nice. My advice: do your homework!
Products used:
A rug
Date of experience: September 20, 2021
Contacted customer service several times with no response. Rug was delivered with major creases that will not flatten. Have tried everything to eliminate creases, but nothing. Have had rug now 6 months with major creases not flattening, will have to find another rug from another supplier.
Date of experience: March 13, 2022
I ordered a Persian rugs from rugs.ca. Even though it was shipped six days later than expected the product was exactly was was seen on the pictures on the website. The quality was excellent and the level of antique was as shown. I ordered a 10'X13' rug that was folded for shipping but that did not become an issue when I unfolded it. The size was well estimated with no oversizing on the Net. Even though it was shipped from US, I had to pay no extra fees for taxes custom and duties or shipping fees. I give for stars just because of FedEx who did not met their promise to ship it on time. I found my experience very satisfying
Date of experience: November 4, 2021
I was sent a burgundy rug when I ordered red. (Pics attached) 1st pic is what was ordered, 2nd what I received. I was told shipping it back was too expensive and was offered a 30% return and told I should try to find a new buyer to recoup the loss. Anyone want to buy a burgundy rug?!
This is the return policy advertised: When you purchase your rug(s) with us, you have 30 days from the day you receive your rugs to decide whether or not they work for your designated room(s). If you wish to return your rug(s), you can do so by contacting us at *******784 (7 days a week) to obtain an RMA # and instructions for your return.
Date of experience: July 29, 2021
We´d ordered a washable rub from rugs.ca.
When received the carped, the colors didn´t match the picture and therefore wasn´t a good fit for us or our room. When we them about the return, we were informed that we would have to return the carpet to the US (instead of canada) for 100$, so 2/3 of the carpet price.
Date of experience: August 23, 2022
Shipment of my rug was fast and should be arriving shortly (review written 5 days after order was placed), but getting a hold of customer service has been a nightmare.
5 minutes after placing my order, I realized I ordered the wrong size. I called their (allegedly) 24/7 customer service line immediately and after waiting on hold for 15 minutes, I was automatically disconnected. I tried again and the same thing happened. I then emailed customer service and got a response saying to call their 24/7 phone line for inquiries requiring an immediate response or wait ~3 days for a reply. Well, it's been 5 days and still no reply. I even tried to reach out to their customer service through their Facebook page and nothing. Radio silence.
Luckily for me, the incorrect size won't be the worst thing - it's slightly too small for the space but we'll make do once it arrives. This was my first time buying from rugs.ca and it will be my last. The complete lack of response from rugs.ca makes one thing clear - once they have a customer's money, they can't care less about that customer. Online shopping is supposed to be reliable and convenient - rugs.ca is neither.
Date of experience: June 24, 2020
WORST EXPERIENCE! I BELIEVE THEY ARE A THIRD PARTY AND SELL YOU DEFECTIVE RUGS!
YOU WILL HAVE TO RETURN THE RUG (AT YOUR EXPENSE) TO THE US. ALTHOUGH THEY ADVERTISE AS A CANADIAN COMPANY. THEY DO NOT SUPPLY A RETURN ADDRESS SO YOU HAVE TO CONTACT THEM OVER AND OVER TO RECEIVE A REPLY (FORGET CALLING THEM). YET THEY ADVERTISE 30 DAY RETURNS (FROM THE TIME YOU RECEIVE THE CARPET, NOT FROM THE TIME THEY RESPOND TO YOU WITH THE RETURN DETAILS)! THEY WILL CHARGE A SURCHARGE IF YOU USE THEM TO SET UP THE RETURN SO DO IT YOURSELF. I HAD TO CONTACT MY CREDIT CARD COMPANY TO FILE A DISPUTE FOR AFTER 3 WEEKS OF THEM RECEIVING MY RETURNED ITEM, I HAD STILL NOT RECEIVED A CREDIT! PATHETIC!
Tip for consumers:
Worst experience!
Products used:
rug
Date of experience: January 7, 2021
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