Rugs USA

If you order from them you probably won't get a rug. Won't get your money back either. What you WILL get is lies. Every single person I communicated with lied... "Your order is ready to ship." "We have escalated the follow up to our warehouse." "It's just waiting to be picked up." Allow 24-48 hrs for the tracking number." "Only my supervisor can issue a refund." "My supervisor is in a meeting." "My supervisor will call you back in two hours." ALL LIES! They took my money, didn't ever ship the order, and wouldn't give my money back. Bunch of thieves. This place is a scam. Don't buy from them!

I bought two different sizes of the same rug because they advertise "easy" returns with "discounted" shipping rates. Turns out they charge you an arm and a leg for return shipping, they suggest buying shower curtains to wrap your returns, but Fedex doesn't even accept those and charged me MORE to wrap the returned rugs. RugsUSA responded to one of 3 complaint emails and the one response was completely useless. I am out $80 for just trying to do business with this company, and I only spent $250 to begin with! Absolute sham and waste of time and money!

I am a first time customer who decided to make a purchase based on the reviews listed; "Come See Why One Million Customers Trust Us. Free Shipping & Easy Returns On All Orders", "Free Shipping. 30 Day No-Hassle Returns".

I have to say it pretty easy to make a purchase and to return the rug.

Rug took a month to arrive with repeated calls to customer service which replied with canned response. Never would let me speak to a supervisor. When rug finally arrived it had a huge crease in it from being rolled up wrong at the factory

Easy to find what I wanted. Although my first shipment was apparently lost the customer service was great and a new one was sent and arrived promptly. It is exactly as pictured and perfect for the intended space. Am delighted with my new rug!

We ordered 3 rugs from the site and one of the rug had small spotting on it. We connected with the customer care and they provided us an option to keep it at 40% off or return the product. They were very helpful in providing the support.

Deceiving. Absolutely do not buy from them. Fake company out from China. Prices aren't cheap and items a cheap.It has been more than a month still has not received it. Policy for return says 30 days from purchase. ARE YOU KIDDING ME?! I haven't received it in more than 30 days. No customer service. When I called looks like someone's cell. He answered like Hello yes who is this? Unprofessional
Do not buy. All your money will go to China!

We absolutely love the rug. It's gorgeous and better than we could have hoped. Unfortunately, OnTrac " lost" our order for ten days and didn't communicate that to us until I called them. They were rude and basically said that I had to get RugdUSA to just send me another one.

Our new rug came 48 hours after OnTrac “lost” our rug. I was impressed with the customer service.

I've been waiting on my rug since I placed my order the beginning of May- I have yet to receive it and it's the end of the month. Customer service is terrible and I haven't received my refund. It's been 2 weeks. I've called countless times and left multiple emails. Don't order from this company- guarantee you can order the same thing from a different company and get it twice as fast.

Great shopping experience! Love the option to see it in my room. That made my choice easy!
This will be my second rug from Rugs USA. I always recommend you to my friends!

Received two rugs from these jokers, both with a ripped edge and a hole large enough to put a hand through. Despite numerous emails regarding the problem, complete with photos, I received no response until I filed a claim with Paypal. Been a month - no pickup, no refund, no response whatsoever. Do not order these poor quality, ugly, bait and switch rugs from this reprehensible company.

My large rugs were shipped folded
Not rolled. Still fighting with heavy fold lines and wrinkles. Ordered large rugs a couple of years before without any problem - rolled and smooth. Disappointed this time.

Was told to wait 8 weeks to see if the wrinkles would resolve themselves. Not sure what I would do then if not.

After several weeks waiting for delivery, although that exceeded the promised delivery date, I called to ask when I could expect delivery.
Apparently my rug was lost in transit. No record was found.
Or perhaps it was found because my rug appeared on my front porch approx. A week after my phone call. The rug pad was ordered at the same time and arrived well before the rug.

Too time consuming to describe now.
Let's just say "Ben" was extremely helpful.

I placed an order for 2 rugs on 12/14/2018. I called 12/26/2018 to find out when rugs will be shipped. CS rep said they are on back order 3 to 6 months. No email, phone call, just me waiting. They said system just showed back order. You would think they would know if the first five days they didn't have the product. Now they will take 3 to 7 days to refund my credit card. I guess a box store will get my money.

Despite all of the bad reviews I had seen, I took a chance, given that they actually had furniture in stock and I was tired of shopping around. The shipping was fast and communication was up to par. My couch came exactly as pictured with zero damage. Very happy with my purchase!

I bought two rugs and three runners. They arrived and the quality was horrible. The rugs look like dollar store quality. I contacted Rugs USA to initiate a return. $124 return fees! Non Negotiable! Think twice before buying!

After reading quite a few bad reviews about this company, I was very hesitant to order from them. However, when I saw a lamp I wanted at half the price Overstock was selling it, I took a chance. I bought two of the lamps. Delivery was fast, and the lamps arrived in pristine condition. Even the lampshades were perfect, and I've had issues with lampshades from Wayfair and Overstock, but not these. I got two lamps for the price of one on Overstock and couldn't be happier.

I can't even review the rug or quality because I am so dissatisfied with the return policy. I must have clicked the size larger than I needed when ordering (my fault, I know), but the rug is too big for my room. It will be $139 for a return shipping label, then I have to pay additional for Fedex to come pick it up. I am so disappointed. This is an incredibly expensive error.

I bought one of your rugs online. It's a great rug. But because it was too small and I live in Canada, I couldn't return it. At first I was told there was nothing I could do and that I'd probably have to ship the carpet myself for the exchange (which would cost the same price as a new rug). But then after you reviewed my issue, you gave me a full refund, allowing me to keep the carpet plus additional discount for my next purchase. I was surprised but very happy and amazed at how great your customer service was.

Now, I'm very satisfied. Before when I couldn't exchange my rug, I wasn't happy. But I am now, and I ordered the right size with the discount I was given!

I enjoy the design of the rug and it is soft. It sadly despite following instructions will not fluff up like a normal rug. The tufting is in rows spaced a bit too far apart to brush into a flat fluffy surface so it looks a bit awkward/cheap and not very shag. I won't return it because of how large it is, it would well enough, but it is much thinner than I had hoped.

Love the huge variety of rugs to choose from. The hard part was picking my very favorite out of all my favorites.

Beautiful pattern, great price, disappointed in the quality: the product fibers/material has a sheen, the edges are woven with a polyester fiber, when vacuumed it frays.
If I had known ahead of time I would have selected a different product.

Worst of the worst company that I have ever had to deal with. First of all, it took them three weeks just send me my carpet that I had ordered. After 3 weeks of waiting, I received a wrong order :( it took them one week to email me prepaid label and hours on the phone. People stay away from this website.