Rugs USA

This review is regarding my experience thus far. It is not related to the rug I purchased five days ago because the rug has yet to ship. Rug ordered Friday 6/4@ 5am EST. 6/5, email received from Rugs USA with FedEx tracking number and an estimated delivery date of 6/4. Sunday 6/5, no package delivered. Rugs USA order tracking no longer provides an estimated delivery date. No information from FedEx using tracking number. Call FedEx 6/7. They explain that the label was created but the item not yet given to them for shipping. Tuesday 6/8, Rugs USA customer service phone support apologized for the delay and asked me to call back on 6/11 if still no tracking update so the item can be considered lost. Unable to cancel my order at this point. Wednesday 6/9, called Rugs USA to speak with a supervisor. Apparently their business operations does not participate in corporate hierarchy because my request was dismissed both on 6/8 and 6/9. I did however receive a 10% discount simply because I brought to their attention the deceptive online marketing tool use to entice buyers to purchase within a certain time frame to have your order delivered on a specific expedited date. Needless to say, Rugs USA is having a difficult time fulfilling delivery promises. Hopefully the product outweighs their logistics operation. First time being charged for a non custom item and almost one week later item has not shipped out. It would be in their best interest to not charge payment method until item has actually been pulled from the warehouse to be shipped. Pay the couple extra bucks more and stick with Wayfair or Amazon of your not interested in delayed shipping dates.

The rug was super moldy. I haven't had it in my house and don't know what to do with it. Really poor

My first time shopping with this company. The reviews seem bad but I regrettably gave them a try tempted by how cheap the rug was with a discount.
Received an email saying thank you for your order and an hour later... it's back ordered no eta, just. Back ordered. It was in stock when I ordered but right after my order it wasn't. I guess that can happen though.
I called a couple weeks later, giving the back order email time to get a date. Zero updates. Only spam about sales, etc.

When I called the customer service said.
Oh I see it's not going to be in stock for up to 14 weeks so we have to cancel at this time. Our rugs come from out of the country. It's hard to know eta on back orders due to them being made and shipped over seas.

Okay?! So good thing I called? Did you plan on letting me know if just keeping my money as long as possible? She said yeah, we handled it poorly.

Best of all...
I happened to use a credit card I never use. I only did it due to the fact I had not shopped on their site, felt better not using my daily card. The very next day 3 fraud charges. 3! I had to file fraud and get a new card. A card I haven't used in years, so the only explanation is Rugs USA leaked my information OR doesn't have a secure site.

Stolen card info (which will be covered as fraud, but took 45 minutes to file a claim), the rug order cancelled, my time calling, ordering, etc
So this actually cost me time, energy, stress. For nothing. No rug.

Customer service was nice, that's about it. When I said I'm sorry to vent to you it's not your fault she replied saying she gets it a lot and is use to it. Not sure why a rug company would get a lot of people venting... says a lot about them.

Overall as you can gather, my experience was terrible. Sometimes you really do get what you pay for.

I he only star subtracted was that my delivery was delayed by a few days and I didn't know why. Other than that, beautiful rug, great price on offer.

It's a decent rug, but color is a little more faded than I thought it would be. Be careful if wrinkles in it from being rolled up during delivery.

The quality of the product is really good, and the rug was exactly as pictured, i had an issue with my order and CS acted on it right away.

CS was great, i had an issue with my order and they acted by replacing the rug right away so thank you

Experience was an easy exercise
Very hard to get 50 words in when my first line explained it all

I am writing this review - BUYERS BEWARE. The company sold me a BUG INFESTED RUG and then refuses, despite many assurances that it will make things right, to pay for the damages its product causes.

I ordered a rug from Rugs USA in June of 2020. When it arrived, the package had a strange odor; like it had been sitting in a damp basement for quite sometime. I assumed it simply got wet during shipping.

Upon opening the package and unrolling the rug in my home, I was shocked to, literally, see HUNDREDS of dead and alive INSECTS in the packaging and in the RUG itself. It was one of most disgusting sights I ever seen; even though I was a Public Health Inspector/Director for over 30 years.

The infestation of insects was so invasive and, apparently, for so long a time that it had actually eaten/destroyed sections of the wool rug. I was disgusted and physically sickened at the sight/smell of a rug full of insects inside my house.

I immediately called Rugs USA and sent It photos. They returned my payment for the rug, but I never received, despite numerous promises that they would take responsibility, reimbursement for the extermination and cleaning of my home. I even provided, as they requested, documentation of the costs.

Love this rug! Orange & Grey colors were true to pic. Looks veautiful in bedroom & lots of compliments

Very easy to navigate. Love how you can try the rugs in your space!

Very easy ordering. When I followed up on a portion of the order I had not received, the followup was quick and professional.

I called in with a questions and was able to speak to someone right away and they gave ma an additional discount code.

It was good. Ordered online so not much contact with anyone. It came securely wrapped up. I cant wait to put it down.

Easy to shop and great prices! Love the many size options on each model, also the fact that they come on different shapes

Should be perfect for my Airbnb rental. Does have kinks which I hope will flatten soon.
Love the colors for my African theme.

Experience was great, unfortunately I had to return the rug because the thickness prevented me from being able to open our front doors!

This came 2 months after i ordered and the material feels very cheap. Its a pattern printed on a mat. Not a rug.

They were nice and told me when the rug would be delivered after hearing nothing via email.

Lots of inventory to choose from. Fast shipping. They were quick to answer any questions I had and followed through with any issues.

Quick response

We ordered three washable rugs, the colors and quality were exactly what we wanted and work well for us! Delivery time was quick!

Quick. Good sales and arrived within the week. I was able to unroll and get it flattened. It didn't smell too strongly either

I was pleasantly surprised at how well the rug was packaged. It's colors are vibrant, vacuumed well and I'll order from Rugs.com again.

Does shed at all and laid flat so fat! Super pet friendly. I have two cats and a dog and it's seriously perfect.

The rug I ordered is very soft and looks like the photo, but after a week, it's still curling up on the edges.