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Rugs USA

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50 customer reviews of rugsusa.com

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Danger - Metal Threads Embedded in Rug and Your Feet
The rug looked fine at first until I walked on it barefoot after some use. After being impaled in the heel 3 times, I surveyed the rug on my hands and knees, and counted at least 10+ equal-sized metal threads coming out of the rug. When I complained to Rugs USA about why/how this was happening and to let them know other customers (kids, adults, pets) could be affected, their *only* response to me was that the rug could not be returned and "this cannot be bypassed by anyone within our company." I didn't even ASK for a refund; I asked why a rug to be used in a household would have metal threads in it which could cause people harm.

Buyer beware.

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Horrible odor
The rug looks good- too bad it smells so bad. It stunk our entire living area up (living, dining, kitchen)- the odor hit me every time I walked into the house. I reached out to customer support and it took them 5 days to respond. Rugs USA basically suggested different ways to get rid of the odor and told me that in "most cases" these techniques work (well ventilated room- fan- open windows, etc.). Which tells me that these odors are common. Yuck. Spend a little more and buy somewhere else.

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Do not use- scam
As others have said this is not a reputable company. Its the first time I have ever had to dispute a credit card charge. After realizing I had made the wrong order I tried to cancel 10 minutes later and Rugs USA would not allow it. Any company that operates like this is a scam. I called to cancel and they said they would "try" but I keep receiving emails about my order in the process of being sent to me with no tracking number and despite my reminders to them that I canceled.

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Absolutely Gorgeous
I love our new rug. It is absolutely perfect for my son's room. It is exactly what I had hoped for, as it looks just like the photos on the website. It pulls the room together and puts a smile on my face each day! The natural handmade imperfect beauty makes it so perfect to me. I love that it is made from something old to give it a new life. Absolutely gorgeous!

Rugs USA couldn’t change the shipping address, but they were kind and courteous. I was able to notify my former address and pick up the package immediately after it arrived, which was super soon!

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Refund scam
Almost a month ago I returned 2 rugs and 2 carpet pads. Their rugs smelled and the quality was horrible. Only 2 items were refunded. I get the same response that Rugs USA have contacted the warehouse to locate the items. The Fedex tracking link is conveniently dead. Don't buy from this company, they will keep your money and charge return shipping for their own horrible product. I suggest doing what I did and disputing the charge through your credit card company. They will handle it.

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Shipping is always wonky but good quality rugs
This is the second time that I have ordered a rug from Rugs USA and both times I had shipping issues. The first time my rug was lost in shipment and then randomly showed up weeks later. This time my rug showed it was delivered but it wasn't delivered to my address. I called RUGS USA and Rugs USA informed me that I would have to wait 5 days to put a claim in for the missing rug. I hung up the phone and called the shipping company and asked them to locate the item. It was then delivered to me within the next 12 hours.

Was told I’d have to wait 5 days before I could file a claim for my missing rug. I contacted the shipping company myself and received my order within 12 hours

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SNEAKY
I moved into a new house with hardwood floors EVERYWHERE. Short story, tried to buy 1500 worth of rugs. The order said processing for two weeks. Called customer service. Rugs USA said it was a problem with my card, but they had taken the payment from my account. Called customer service about that issue. They said they would cancel the order and it would take about 3-5 business days before my refund showed in my account. So, desperate for rugs I reorder my same order. ‍

Long story short, the NEVER REFUNDED ME MY FIRST ORDER AND NOW I AM DEALING WITH MY BANKS DISPUTE DEPARTMENT to get my money back. Be careful with this company. Something smells fishy.

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Rug runners
I am so pleased with my new rug runners. I looked extensively for just the right color for my bedroom, and am happy to report, I found it! I purchased three runners, all the same color and pattern, to protect my carpet and avoid a "traffic trail". The runners are perfect! I find it difficult to trust the exact color of a rug, or anything else really, on-line. When looking at the description for my purchase I found it helpful to look at the wall color in the picture. It appeared to be the same color as the accent wall in my bedroom, and it was a perfect match. Thrilled with my purchase.

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Very disappointed
I placed an order 27 November. It is now 17 December and am now finding out the rigs I ordered are out of stock. These were advertised as in stock. I only know Rugs USA are out bc I called. The bogus email is saying waiting on a tracking number. These are for a Christmas gift and now won't be available until sometime in January, if that is even true.
This is one of the worst online shopping experiences ever.
I'm more upset about the dishonesty than the slow service.

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Ridiculous Expensive return cost
I received two rugs from them. Neither one worked out unfortunately. Rugs USA will accept my return, but charged me alot of money to do so. They advertise that they have great return rates, but this is not true. I used to have a business with UPS and FedEx accounts and the rate is significantly better than what most people will find. They are charging alot of money, and it is quite disappointing. Other rugs you can buy online, and they have "free" return shipping. I would caution you that unless you are 100% sure you will love the rug, do not buy from them. You can get a great rug and not have to run the risk of high return fees with other companies. I don't mind paying something so much as I am very annoyed at the price they are charging. I am still looking for two rugs, but will purchase them elsewhere because of this.

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Not sure
I am waiting on a return for a cushion WS4163269. Unfortunately I ordered a few different things and the way you do everything by an invoice number and not a description of the product has made it difficult to tell which order you are talking about. I was very unhappy as my rug was just dropped at the corner of my street, nowhere near my house. Neighbors spotted it and I drove out and got it. I put in a request to return the cushion about 10 days ago and have heard nothing.

I’ve been waiting about 10 days for a return on an $89 cushion that doesn’t fit with my Decor.
Also I never received an email that my carpet had arrived, and as I said before it was simply discarded on the curb at the bottom of my street. Which is about eight houses away

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Helpful Customer Service, Good Rug Deal
I chatted with Mark G from customer service on June 15 and found him to be very helpful. We wanted to exchange a rug we bought for another rug but were worried about the return cost with shipping, which was a lot. He was able to quickly help us with the return and offered us free shipping, which took a huge weight off our back! Nothing was wrong with the first rug. We just thought the colors would match our house better and couldn't shop in person because of COVID. We are very happy with our second rug and feel that the price on both were great deals.

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Wrong color received
Always come to Rugs USA as my first stop when I need a rug :) this is maybe my 3rd or 4th I've bought from here.

Edited after most recent order: received the wrong rug and was told it was due to color differences on "screen." That is absolutely false. The trim was cream on the rug I received and dark brown on the rug pictured on the site. Support still insisted that It was color difference. :( not a great experience bc of that. Sending back due to this. The support agent did help get a return ticket issued quickly, though, so I'm pleased with that.

Support insisted that the color differentiation i received in my rug was due to “screen” differences. That has to be false because the trim is light cream on the rug I received and dark brown on the rug on the site. I sent photos and Rugs USA still insisted it was screen color differences. It was pretty blatantly obvious it couldn’t have been THAT different :(

Overall the agent did issue a return order quickly so that was nice. Sending it back soon.

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This company is a COMPLETE SCAM
I assume people providing positive reviews did not need to return their purchase, because the return policy for this company is absolutely INSANE. Their claims of "Easy returns" is a JOKE. For an $80 rug, I had to pay $20 PLUS shipping (which Rugs USA say will be deducted from my refund yet they have not told me how much that shipping cost will be even though they have sent my label...) And their 1-800 number isn't in service. This company is honestly a total SCAM. I never have posted a negative review ever in my life... but this company honestly should be ashamed of themselves. They are ripping people off. Buyers beware.

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No tracking and poor quality
The rug pad was delivered promptly but it took a couple weeks for the rug to arrive and I was not provided with a tracking number. The colors of the rug were great with the black and white design with the color pop inlay. The quality of the rug is not what I hoped. Within the first week the inlay became unattached which will catch every time I vacuum or someone walks over it. The inlay is just sewn on top of the weave. It would be better if this was actually woven into the rug. The rug seems more of an outdoor rug than an indoor rug.

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Exactly as pictured
The rug is perfect! It's exactly as shown and described. Because it's shag it's comfy to walk on barefoot. You feel like you curl up on the rug while chatting with friends or reading a book.

This is the second rug I've purchased from Rugs USA and the first one was everything I hoped it would be, too.

One little annoyance: Both times when I went through the payment process, their website wouldn't accept my credit card even though it had a small balance. Their website forces me to pay through PayPal. It's much more preferable to pay via the credit card directly.

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Disappointed
Not one to normally go out of my way to leave a review, but I hope this finds someone prior to making the same mistake I did, and that's purchasing from RugsUSA. If you're wondering "how are these rugs so cheap," it's because you're playing the rug lottery. Are there some good products available? Yes. Is there a 100% chance you'll a seamless check-out process? No. Is there a chance they'll ship you the wrong rug and take the shipping cost (20% of rug price— my ‘agent' did the math out loud) out of your refund? Abbbsolutely. If you're fortunate enough (surprise— you will be), they'll even suggest you wrap the rug in a shower curtain when you give it back to the shipping company... let me go ahead and fetch my spare shower curtain RugsUSA. I've seen other people have these issues and figured, for whatever reason, I'd have better luck, and I was very wrong in that assumption. My suggestion: shop in-person, even if it costs a little extra money. It's worth the cost to avoid the shot-in-the-dark that is shopping with this company.

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Disappointing
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 Rugs USA 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.

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Love the rug, question the delivery
I love the runner! Exactly what I was looking for at a good price. This rug is a beautiful combination of neutral shades & blends well with other patterns in my den.
I had an issue with the delivery service. The original delivery was on Thursday, when I knew I would be home. On my way out of town on Tuesday I received an email that my rug was to be delivered that day so I arranged for my daughter to pick it up on her way home from work. I then received an email saying that as no one was home Rugs USA were unable to deliver. When I emailed them on Thursday, they replied that they were trying to locate my order. I never received another notice & my rug was left at my garage door the following Wednesday. Communication should have been better.

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Product excellent./ Shipping frustrating
The product selection and ordering process was excellent.
We are very happy with the 2 rugs and underlay
The value is excellent. Communication was good.

The 4 items were shipped as individual packages.
Each package had different delays (some due to bonafide weather and local flooding) and each arrived separately. This resulted in lots of follow up, scheduling, arrangements and days of wasted time.
When shipments did arrive Fed Ex jleft them just inside our building door.
The largest rug was left outside the building door.
We would strongly prefer a single consolidated shipment delivered to our condo door.
This delivery experience was such that we will will think carefully about using RugsUSA again.

Customer service was responsive and helpful.

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Rugs USA Rating

Based on 50 reviews from Rugs USA customers, company has accumulated an average rating of 3 stars, indicating that majority of customers are satisfied with its service.
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Description: 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.

Address: 286 Prospect Plains Rd., Cranbury, New Jersey, United States, 08512

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+1 (800) 982-7210 0 0
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