Rugs.com

This company has the worst customer service. Not only did I get the wrong design - it was totally the wrong size also. Now guess what? I have the pleasure of rolling this thing back up and in my "spare" time find a FEDEX place to return it. What is the point of ordering online if I am doing all this work to get the correct item I ordered. And if I don't do all this then I have to go back on line and re-order. What the freak is that all about since I already paid. These people and their procedures are horrible. I wish I would have seen these reviews before I ordered because I never would have wasted my money on this company

We ordered a 5x8 rug which we loved. We noticed a slight snag in it and we decided to return it. The instructions were very clear and doable... but, Rugs.com offered us $39 store credit to keep it if we wanted to reconsider. I loved the rug and I was worried that I wouldn't find one exactly like it, so I trimmed a few small fibers that may have been missed in the milling process, and we vacuumed it again and decided that it was best to keep it and take them up on the offer. I immediately bought a rug for my office and Rugs.com gave me $49 off so I got the rug for free! I will definitely use Rugs.com again because the first rug was delivered right on time, the return policy is generous and the buying experience is clear and easy to navigate. The search function is great because you can filter down to exactly what you want. I highly recommend Rugs.com.

I wish that I had read reviews of Rugs.com before ordering from them. I was not dissatisfied with the appearance of the two rugs I received but am now realizing that there is no Customer Service department in existence. I want to return one of the rugs and an unopened rug pad. The total refund I am owed is $300.03.
The "Returns" page on their website offers only a phone # and an email address--no return instructions. I have called the phone # several times and been put on hold immediately each time. I have stayed on the phone between 15 and 45 minutes before hanging up, remaining on hold each time. I have sent two emails and received automated "We are working on your request" responses each time. I have now filed a complaint with the Better Business Bureau.

Ordered --AND PAID FOR-- a rug, but have never received it. Very difficult to get customer service on the phone, and when you've waited 30 minutes on hole their system automatically hangs up on you. Hold music continually encourages you to email them instead, but NO ONE RESPONDS to emails. I've sent two. Did speak to one customer service rep a few days ago and she said my order was obviously messed up and she would start over and send me the rug. She said I would receive new tracking information that day. Have never received new tracking information -- OR THE RUG. Forced to go to credit card company with my complaint. What a hassle!

Rugs. Com has made it so difficult to make a decision on a style plus color. I have worked on this for over two days looking at all the wonderful styles to choose from. Finally not able to sleep got up at 4:15amPTtoday checked in with two other family members on their thoughts made my decision at ten amPT and placed my order. Thank you Rugs.com for making me loose sleep over my selection on what rug to choose plus the color. Your selections are just absolutely fabulous. Will definitely be ordering again from you.
Your customer Specialist Kalihia was a delight to speak with and very helpful. Thank you Kalihia

I'm am outraged right now. We DESIGNED our back yard area with pavers and sod with a 9x12 space literally allocated for an outdoor rug from rugs.com. We were having an outdoor barbecue and were pissed and embarrassed when the area looked ridiculous. Of course we had to use them as-is because the area was dirt. What a great party having guests stand in the dirt. We actually ordered TWO rugs, order total was $858.60. This is what we received instead of 9x12 rugs:
8' 10.5" x 11' 4.5"
8' 11.5" x 11' 1.5"
Those are HUGE, HUGE differences! Especially when we had a 9x12 area perfectly measured out. Pavers and sod on all sides!
Also, I spent $701.00 in a separate order with rugs.com on 11-8-2020!
Your company better come up with a really good solution for this problem.

The website is very easy to navigate. There were a couple things that irritated me while shopping. The first was every time I clicked on a rug I got an automated message from there sight wanting to know if I had any questions. This was over kill. The second issue I had was I narrowed my search to 8x10 rugs yet it continued to show me rug prices for different sizes. I did find in each case that Rugs.com had that rug in an 8x10 but was slightly higher. The price was still very good, in fact the rug we bought it initially showed us in a 7x10. It was like $40 more for the 8x10. But still a good price so we bought it. Over all a good experience. Now let's hope the rug is what I am expecting.

I ordered this same rug in rectangle about three weeks ago, then got it in my den and just wasn't satisfied. Mostly I was sorry I hadn't stuck with my intention of getting a round rug, plus the dimensions just weren't quite right. It proved to be very easy to return. (I haven't actually gotten the OK yet for them to accept it, but I assume Rugs.com will.) It's all been fairly easy, and they have a large selection. Now, I still didn't get a round one, but I've done a lot more shopping since then, on a lot more sites. It's kind of exhausting, really, but I ended up choosing the same design again. There was a similar rug on another site that WAS round, but I like this design a little more. It's a little bolder and I decided that was more important than being round. Other than having to choose between so many choices, it's gone pretty smoothly, really. Everyone should have it so rough!

In the last month and a half, I have purchased many rugs from Rugs.com, about $1,500 on 2 accounts. There is one rug that I did not like when received. I waited on the phone for more than an hour, and was lucky to get a good customer service rep about a month ago. I have tried again several times calling the number touted as available "24/7", but could not wait for an hour again. I finally emailed regarding the only rug which I wanted to return, and was told it was past the 30 day return period! If I went to all the trouble to return the unacceptable rug, I would only be refunded 75% of what I paid. I have since found an online seller (eSaleRugs) that sells the same rugs that I purchased from Rugs.com for much less money. I will not be shopping at Rugs.com ever again.

Ordering was very easy. The returns process is very easy we ordered large rugs with the matching runner so we only opened the runners to see if we liked the rug and did not have to deal with rewrapping the larger rugs if we needed to return. FedEx is a pain but their customer service dept is on point and excellent when FedEx tried to tell me my returned rug was being sent back to me their customer service dept let me know that was not the case. The rugs are affordable but great quality I will defiantly order from them again. I have already passed them along to friends and co workers we love our new rugs.

Their company messed up twice and did not take responsibility. I have screenshots showing I ordered a 5 by 8 rug and was sent 4 by 6 and the shipping said 4 by 6 even though order said 5 by 8. Got to keep rug and refund. Ordered a new rug and couldn't have the original I wanted because it was sold out. The second one got sent to a whole different state but was at the fedex in my county. Called and was on hold for an hour. Was told I had to return the old rug and couldn't get refund on their end for shipping to wrong state. Finally got refund but was told could not have that second rug because it is sold out. Horrible costumer service the second time. The first time was fine. Miserable experience and does not ship right orders to right places.

Order online, rugs, com stated sale ends tonight. Paid by CC. Sale is still same price next day and the stated that my order was canceled because on merchant services denied it. No ideal what merchant services is but then Rugs.com follow up with another email saying I can pay using paypal. They bait you with your CC then tell you CC was denied. They want you to use paypal because paypal will not enforce them to return, refund or honor their products. In other words, CC companies force them to honor their commitments, paypal much more easier for them to scam you. Review the BBB, over 150 complaints, review the complaints from the internet and you decide.

I chose this company because Rugs.com advertise "free shipping and free returns". Buying a rug that's right for decor is tough enough, let alone choosing it online. The pandemic is why I'm buying more online now.

A rug I ordered was not tight for my space so I:
1- Contacted Customer Service by email because I was on hold every time I called by phone.
2- The email I received back offered "$20 credit and keep it or 25% off another rug". Well, I fully expected to send it back!
3- I chose another rug, bought it, and contacted them by email to notify them.

OH MY GOSH! NOW THE CRAZY AGGRAVATION BEGAN!

All subsequent emails to me never acknowledged that I bought another rug, even though I repeatedly included the order number. I figured at first this was simply an error. But after multiple times disregarding that I bought a new rug, and ignoring that I chose 25% offI now know it is a way for them to get off with the least amount of $$ on their part.

I will NEVER recommend this company. I will never buy from them again.

BUYER BEWARE!

Rugs.com solves all of the trouble and hassle of trying to find the perfect rug for any room. I didn't know how easy, painless, and stress-free rug shopping could be. After going to several stores that sell different rugs but not being able to see what a rug will actually look like in your house with your furniture and surroundings is what sold me on Rugs.com and that feature is beyond amazing and life-saving. The see-this-rug-in-your-room app works great and provided an incredible likeness to what the rugs actually looked like on the floors once Rugs.com arrived. And the rug prices for the quality are virtually unbeatable. PLUS free shipping, free returns, and fast delivery! I bought 8 rugs and am getting ready to buy number 9! I've loved ALL of them and couldn't be happier with my Rugs.com experiences. Customer service also has great response times, and are helpful, friendly, and knowledgeable. If you want to browse and buy rugs, see them in your house before buying, buy them at great prices for excellent quality, and have them all delivered in a few days for free- then Rugs.com is Definitely for you! I would recommend to ANYONE!

I just made the purchase. I was looking for only 100% cotton and found it. It's made in Turkey and Turkish are famous in rug making. I already have a Turkish rug same design but different pattern. The best thing of the site is to see in real-time how the rug will look in my room. With these facilities and features, I am sure Rugs.com have good standards as well. I will highly recommend this site, for the convenience I had it. I also read other reviews and all happy with quality, so rather wasting $80 on polyester rungs from other stores, I would go for 100% cotton for my kids safety and for being eco friendly.

Ordered a rug, email said would receive tracking number in 2 days - 4 days later and still no tracking # - called customer service twice, was on hold for 30 and 31 minutes respectively when a recording comes on and says " There is nobody here to answer your call, goodbye". And Rugs.com claim to try and provide each customer with an "outstanding experience" - what a joke - won't answer emails either, money has already been taken out of my account - will physically drive the 500 miles if I have to to get an answer. Stay far away from these clowns

Ordered a rug at a great price. Received the wrong rug. Contacted them, Rugs.com would send a return label but I had to repackage and ship a 10 foot long rug somehow because pickup costs extra, even though it was there mistake. Took literally an hour and 45 minutes to reach them by phone. Returned rug, got refund, re-ordered correct rug. Received it, color was nothing like described (was supposed to be white, was obviously gray). Tried to call for return label, gave up after 45 minutes, sent email. No response. Sent another email. No response. Finally got return label after 3 emails and almost a week. Ordered totally different rug with great reviews. Instead of the 8 foot long coral rug I ordered, I received (a week after promised delivery) a small, round, black and white rug. I've sent 3 emails to customer service and am about to get Paypal involved because I can't reach anyone to get a return label, and time is running out fast. Never ordering from them again; I ended up buying a nice, well-priced rug at Target. Don't fall for the great deals!

I just got my rug today (9/5/2020)after ordering it less than a week ago. I was hesitant to order a rug from this company after reading some of the bad reviews. Let me say... I Love My Rug! It is so beautiful. I wondered if I needed a pad to go under it when I ordered. NO. The rug I ordered (7"x10") is heavy enough to stay down. It is the thickness of any other area rug from other stores. VIt looks antique while being new. I love it! I didn't send a pic cause I haven't put it down yet. Just unrolled to look at it. Exactly what I ordered. I will DEFINITELY order from this company again.

After shopping the internet for an 8X10 area rug I had to go with Rugs.com. The website was easy to navigate, simply put in all your particulars i. E., size, color, pattern, and many more options, then the color and style of rug you want is right there! I love the see your rug choice in the room in your house your are shopping for. To actually see the two rugs I was considering in my dining room made my choice easy, one looked so much better than the other! Free shipping and returns. Future rug purchases will be purchased at Rugs.com, no reason to shop else where!

I have been searching for the perfect area rug for my living room. I saw an advertisement on TV for rugs.com and decided to check it out.

I am so glad/happy I that I did. There on the rugs.com website was the rug I had in mind. The colors as well as the combination of the colors and the price was exactly what I have been looking for. So I ordered it.

It was delivered yesterday 8/11/21 and I am over the moon with satisfaction of the rug. The quality, the color combination and size are of the best. I can sincerely state that I am a true and happy customer. I will always check rugs.com when looking for area rugs. I want to add also excellent customer service as well.

Thank you rugs.com.

On a scale of 1 to 5 (with 5 being the best purchase experience) I rate rugs.com a 5****

Sincerely
Carmen Martin
Gresham, OR