Rugs USA

On the phone waiting for over 45 minutes. It was obvious they had no intention of ever responding to my call. Tried Chat on line, to no success either.
The quality of the item I order was terrible.
Just be aware!

First you never receive your order conformation in your e-mail after placing an order. That is why I duplicated my order. After realising this, I canceled it within 20 minutes and got immediate respond about it. Nevertheless I received 2 rugs and had to return one for my own cost. I returned one rug and did not hear anything back about receiving my rug and did not get any money back.
Very frustrating and negative experience.
Tatiana P.

I received a runner and a large floor rug. I specifically ordered the same pattern for both rugs. I'm really disappointed because the runner has a beige hue to it that my large rectangular floor rug does not have. I only wanted a white and grey rug. What can I do? How can you help me?
Leigh Hoffman

I ordered a rug over a month ago and still have not received it. When I have called to check on the order, I have been treated poorly and hung up on. Instead of helping they just blame it on FedEx. Terrible company, terrible service, don't waste your time.

The rug we ordered was delivered in good condition but the pictures did not represent true color expected. The weaving of the rug was less than expected compared to other Jute rugs we received from other suppliers. Many lose ends sticking up and does not look like pictures indicated.

This is my 5th rug to buy from Rugs USA! I love the option to pay with Affirm! But, I'm disappointed in this particular rug. The colors are definitely not what's pictured on the website. I thought I had finally found the perfect rug with green and NOT blue. The rug also looks very faded from most angles.

Came on time. Securely wrapped. It will be easier if you have two people to do the unrolling. Especially if you buy the pad I bought the braided rug it is very heavy and nicely made. I am having a little problem with getting it ti lie square. I have a little of the pad showing on both ends. Hopefully with time, it. Will stretch a bit

Every one I spoke with, were very helpful and went out of their way to make sure I was satisfied. I bought rugs as a gift and I had to ship back after my friend wanted something different. It was so easy to return I will always use Rugs USA in the future

I was nervous to purchase a rug without having seen the quality in person, but I was not disappointed! We love our new rug. The shipping was quick and as we laid the rug out it didn't take long at all for it to lay completely flat. It is quite thin but that makes total sense for a washable rug. A rug pad is essential though.

I ordered 2 outdoor rugs and the pads to go with them as they say they are recommended. I received my order and could tell that the pads would not hold up to the outdoor elements. Upon further looking at their website it does say that the pads are not recommended for outdoor use despite them being sold alongside the rugs!
The return FEDEX, which is the only was they will accept returns, will cost close to $59.

I purchased 4 rugs in November. They were not the color advertised. I went through the proper channels to return the rugs. They sent an email that they had received the rugs and would issue me a refund less the cost of shipping. They said they would refund it back to the card I used. I explained that that would be impossible as I no longer had the gift card. They said they would send me a check. Now, in January, 2 months later, I called to say I never received a check. They firmly said they refunded the card. Nothing more they could do. Thank you Rugs USA for throwing away over $80 on me. I will never buy from them again. Rugs Direct has good prices too.

The ordering and shipping went well. I just don't like the rug. It is not as pictured on the website because it is an off-white color with a yellowish undertone. So it does not go with my decor. Also it is thicker and less neat than pictured. And it really sheds. Not the best quality. If I didn't have to go through the hassle of paying for shipping I would return it.

Your website submitted two orders when I only ordered once. You charged my card twice and now I have to wait for your customer service to redirect the second UNORDERED shipment back to your warehouse to get a refund for your websites mistake in the first place. The charge should be removed from my card and your company should sort it out with the shipping/warehouse on your own. Why you're holding me accountable in the meantime for your technical issues/mistake is outrageous.

Disappointing
I ordered 2 rugs one for my dining room and a runner for my kitchen. I wanted the same rug just different nent sizes, which is exactly what I ordered online. I was very disappointed when I received the 2 rugs and they don't match at all, although they have the same name and item number! I do like the rugs... but it is not at all what I ordered for the runner. I am disappointed. To make matters worse they did not allow me to post this review on the website as it "did not meet criteria" which makes me believe that there are a lot more negative reviews and they are not made public on the website.

Purchased a rug and it must have been used before. It came folded and will not lay flat. My husband breaks out in hives from it so was probably in a house with pets before mine. They won't do anything about it. Do not recommend buying from here! Can't even use my rug.

The website & search options made it so easy to find what I was looking for. I appreciated that when the website made recommendations - like for buying a rug pad - there was a helpful explanation for why they recommend it. The explanations helped me make a decision based on my needs & home!

I ordered four rugs at once, all on sale. Great prices, came fast. One of the rugs was not what I thought. It is more jute than cotton. I don't love it but because it is so heavy it is too expensive to ship back so I will try to sell it. Not the companies fault just is what it is. I would definitely order from them again, but I will be sure to really read up on materials because the pictures look sometimes better than the product.

I honestly have no idea how this company remains in business! This is the second time I've ordered from this lackluster organization and for the second time, I've received a rug nowhere near what I originally ordered. I've only ordered from this company due to their good prices but they can rest assured it will be the last time I do so. My first order took far longer than it needed to and after I finally received the(incorrect) rug, had to re-wrap it myself and wait days for pick up. Fast-forward three weeks later and I finally received the correct rug. The second time I ordered, I hoped my previous experience had simply been a fluke. Alas, my hopes were dashed, as I received the same results: an inexplicably long wait and the wrong rug. The warehouse must be run by a bunch of drunken Neanderthals because no one at this company seems to know a thing about how to actually sell a rug. Do yourself the favor and go to HomeGoods instead.

I love pattern. What I'm disappointed in is that it's a black, gray, cream colored rug. I found Chunks or red weaved into the edge of on section. Very difficult to remove without potentially compromising the rest of the weave. It also is misshapend on the edge of one side. I guess I expected better from you based on a friend's recommendation.

Can't complain about the online chat customer service. I was able to get a nice discount on my order when I pointed out the 10% off promo didn't take. Immediately posted to my card, cleared in a couple days. BUT, after 2 delays with a 3rd coming up, I decided I was never going to get the rug. Others here have commented that they don't tell you about the delays. They say they'll email, but they don't. So, it's incumbent on you to get in touch with them. Judging by the complaints of their customer service, I guess I lucked out with the online chat. They send a transcript of the chat immediately. All well and good, but doesn't result in a product. I have another promo code. Even if I find another rug available immediately, I won't do any more business with them. Going to go through a reputable business. It'll cost more, but worth actually getting a product.

I have ordered from rugs usa several times, and have been very pleased. The ordering process is easy.
This time I did not receive the rug I ordered. I was away from home when the rug arrived so my husband thought he would surprise me by removing all of our furniture and laying the new rug down, then replacing the furnishings... a big undertaking. (He did not know what rug I ordered and trusted that what arrived was my choice.) By the time I saw the rug, it had been walked on by family and pets for quite a while so I did not attempt to return it since we had "used" it.

There was an issue with the shipping of our rug and customer service cleared everything up and offered to send a new rug if I didn't receive the one I ordered.
The rug is beautiful and everything shipped the same day that I ordered it and arrived quickly (aside from the one rug - but it was an issue with the carrier)
Will be buying again!

They were great in assisting me with the shipment issue. It was fully the carriers fault but Rugs USA offered to send me a new one within 24-48 hours but I ended up receiving it.
Great customer service and the agent I spoke with was very helpful.

Quick and easy and great quality. Perfect for the space