Review Time
Caution: This service is very misleading. I purchased a rug and later ordered another one in colors that were nearly the exact opposite. They informed me that returning it would cost $55, and the colors are nothing alike. Their honesty is questionable, and the quality of the rug resembles something from a discount store.
The quality is terrible. The rug I ordered sheds excessively, and threads keep falling out. I thought it would be fine since I’m careful while cleaning, and it’s in a rarely used room. Now, six months later, it’s falling apart. Customer service said they don’t care since they only guarantee the rug for 30 days. A complete waste of $850 with a company that shows no concern for product longevity.
AVOID - POSSIBLE INFESTATION - RISKY. It took a month to receive an order that came in a rotten state, possibly infested with bugs. I’ve started the return process, but they are charging a $20 return fee, which is unfair given the defective item. I haven’t heard back about the return despite my complaints. I’m concerned about bugs spreading in my home since my emails go unanswered. Their warehouses may also be infested. AVOID THIS COMPANY, you might regret your choice.
DO NOT PURCHASE - POSSIBLE CONTAMINATION. It took a month to receive an order that was rotten and likely infested with bugs. I have initiated a return, but they are charging a $20 fee, which seems unfair given the defective item. Despite my complaints, I haven’t received any communication regarding the return. I’m now worried about potential bugs spreading throughout my home, and I feel stuck with this rug. Their warehouses may be infested too. AVOID THIS COMPANY.
Avoid this company unless you want problems. I ordered a rug to Canada. Upon delivery, the bag was ripped, and mud got on the rug after a snow melt. When I contacted the company, I found debris and stains on the rug. What kind of quality control allows this? They told me that the department handling these issues only responds via email, which takes 2-3 days. It feels like a company hiding from its customers. I’m now stuck with this dirty rug.
I ordered two rugs in different sizes. One matched the website description, while the other was completely different. After returning them, I was charged a $20 return fee for the larger rug and $15 for the smaller one. When I contacted the support team about the issue, they only offered a $3 reduction on the return fee. I will not be ordering from this company again. Be aware that return fees vary based on rug size. Without photographic evidence, they wouldn’t assist me.
I called and emailed multiple times, yet no resolution!!! The service sent me two runners in one box, both the wrong color, and charged me $15 per item to return them. Additionally, a cleaner that was part of the order never arrived, though the agent claimed it was delivered. This has been incredibly frustrating. After a month of complaints, I was still charged a return fee and received a partial refund. I recommend shopping elsewhere for rugs.
Canadians should be cautious before purchasing from this company: they do not accept returns from Canada. What kind of company in 2025 doesn’t allow returns, especially for expensive items? I will never order from them again and will inform other Canadians. Extremely disappointed with the service.
I ordered two rugs and pads but only received part of my order. According to their confirmation email, the products should have shipped within 24-48 hours. Over a week later, the carrier informed me they hadn’t received the items to ship. When I contacted the company about this issue, their response was simply to wait longer. They refused to take any further action.
The worst customer service experience. They sent me the wrong rug and asked me to return it for the correct one. I ended up needing to return my actual order too, which I was charged for, with no compensation for returning the wrong item. Their representative even suggested using a shower curtain from a discount store for the return. Now they claim they didn’t receive the wrong rug I sent back, despite me dropping it off at the carrier the same day. I’ve contacted them six times in two weeks with no resolution, and they keep saying to wait for confirmation. They say they received my actual order but won’t refund me $200 because they claim they didn’t get the wrong rug back. This company has wasted my time and money. I advise against buying here.
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For more than twenty years, Rugs USA has helped our customers turn their house into a home, offering a stunning array of rug styles, materials, and sizes to suit every design need and budget. Whether you’re replacing one runner or redecorating an entire house, we take pride in helping you realize your vision. With over eight million rugs sold to more than one million homes, we are experienced in making your online shopping journey seamless: from selecting a rug style and size, to ordering and delivery, to education and support for how to care for your rug. We are able to keep our prices low and quality high by maintaining close relationships with the designers, artisans, and factories who make our goods.
Our customers inspire us. By helping you find the right rug at the right price and offering outstanding customer service, we cherish making life more beautiful for yourself and your family.See more
