Rugs DirectReviews 109

We had a poor experience with rugs direct and their customer service. We received a damaged rug and were out of town when it was delivered (Thanksgiving holiday). When we unpackaged it appeared used and was damaged, so requested to swap the rug and did not request any discount or credit. The customer service rep was rude and so was her manager. They were not willing to swap the rug and continually expressed it was us who damaged it. We offered to pay shipping, restocking, etc, but they were unwilling. I will not use this online provider again and suggest you use a different source as well -- Fortunately, there are many of these online rug companies that purchase from the same vendors and provide better customer service.

Wow, we just saved over $600 on a rug we almost paid $1200 for at a showroom. Way to go, Rugs Direct!

Ordered an area rug from this company and it arrived and was the wrong color... the colors did NOT match what was shown online.
I contacted the company THE DAY the rug arrived, send photos, and was told that the rug was NOT guaranteed for color but I could return it at my own expense within 30 days.
I asked for a shipping estimate and waited and waited and waited.
On the 31st day of the return window I received an estimate for return shipping with all sorts of 'rules' and 'requirements' for return. And the cost to get it back was $286.65
This is a scam company, shady and unethical.
The first two photos below show the colors as denim blue, golden tan, and cream. The last 3 photos show shades of grey and salmon pink.

Today sept 14,22 we are at Loloi rugs to return a rug in person( an 8 hr drive) bought on -line at rugs- direct. … or else pay $407.00 to return ship it back.
Never again and when we got to loloi rugs they rolled their eyes… another rug from rug direct and they were floored at the cost to return ship it from Edmond to Oklahoma.
If you buy a rug off rugs- direct better check the areturn application first. This will be our first and last rug from rugs- direct.
Customer service was blunt and didn't care period. So we drove it back to save 400. Dollars.
The return address provided by rugs direct. 4435 spring valley road does not match up either. Wow. Some customer service. If you Google it it says farmers branch Texas but I provided the receipt where they excepted the return and it's called Dallas Texas which is the address we were told to mail it to you for $400. The whole thing was a shenanigan will never buy from rugs direct again in our lives. Buy marshals or home goods and you can return it with in a month if it doesn't work out and it's a short 30 minute drive nothing like this experience we went through. Time bandit and even asking rugs direct for a return label via their price cost was quoted to us at 287. Oh and you had 24 hours to accept the offer. Some of us are nurses and after 2 12 hour shifts we are getting our rest not trying to commit to some unreasonable time constraint regarding g a label. Can't make this stuff up. Enjoy a rug bought else where! I'm sure polio itself does better!

This rug is a perfect replacement for a damaged one. The specs and description were complete and exact. The rug came in a timely manner.

I purchased this n November received an email that said the rug would not be delivered for approximately 3 to 6 months. He left to go away for a few months having not heard from them and I received a call from a neighbour that some package had been sitting on my porch for over a week. I sent someone over to put in my garage until I got home. By the time we returned it was over the return policy. I loved the rug just not for my room. When I contacted customer service within a day of getting home and explaining to them what happened they said too bad we were over the return allowance and they would do nothing about it I will never order from them again.

Purchased a 100% viscose pile rug from Rugs Direct 5 months ago. Buyer beware these rugs cannot be cleaned. The care instructions on Rugs Direct nor the back of the rug say dry clean only. Who sells a rug that cannot be cleaned? Complete junk. Contacted their customer service and they were no help nor did they offer assistance. 100% viscose is a plant based material that isn't worth the paper it's printed on.

I bought a rug through Rugs Direct recently. Upon arrival it was clear that the rug was printed on some sort of material. There was no weaving noted. In addition it had lines of white markings similar to what would happen if it was put through a machine ( perhaps a printer?)

A really terrible "rug"

AWFUL... The write up on the rug sounded great, but the actual rug was cheap and shedding, without even unrolling it and laying it down. It was so thin it felt like walking on gravel. I paid 4 times what it's actually worth... I'd say $100 would be a fair price. Unfortunately, or, predictably, for Rugs Direct, I chose to return it, hoping to get a refund. WRONG. The UPS shipping would cost $333! So much for a decent return policy, or any hope of receiving a refund. This company sells for unbelievable high prices, and I learned my lesson. DON'T BUY THEIR OVERPRICED RUGS... I left a review on their site and they deleted it because it was 1 star. Now that's a class act, isn't it?

Adding to my original reviewed pictured… poor customer service when reviewing the experience. Deflection, blame instead of learning from it.

Do not order from Rugs Direct unless you are ABSOLUTELY certain that you will keep what you order. I ordered 2 rugs and 2 rug pads and unfortunately, none of the items worked so I had to return them. As it turns out, Rugs Direct doesn't pay for return labels so I had to pay over $500 to return everything. Needless to say, I will not be ordering anything else from Rugs Direct and I will be spreading the word so nobody else encounters the same disappointment.

The rug I ordered vs the rug I received. One is pink/brown the other is blue. Went to customer service and they said there is nothing they can do about "slight" color variations. This isn't a slight color variation. The picture in the package they sent me is pink and brown and the other is blue. It's been hell trying to get my money back.

Descriptions of the rugs are very inaccurate. Sent pictures of a rug I bought, it showed up blue, was supposed to be ivory, they refused to send a label for return and were horrible to deal with. Avoid this company at all costs, they are unscrupulous and scam the customers. Horrible customer service.

Purchased a $1,600 rug and within 6 months it is falling apart. They said there was nothing they can do except offer a discount on a new rug purchase.

They sent the wrong rug, the quality of the rug was less than I expected considering the cost, but they get four stars for customer service. They picked up the rug within days and gave me all my money back immediately after. There was not even a service or handling charge. A shout out to customer service rep Suzan Burkett who handled my order. She was professional, efficient and most of all kind. If you are having difficulty with this company, I'd ask to speak to her. I wish their product was better priced and better quality because their customer service people are top notch.

I purchased an expensive rug which fell apart upon the first vacuuming. Rugs direct would not allow me to return the product, claiming I hadn't received it damaged. They would not stand by the quality of their product and I'm stuck with a useless and expensive rug that can never be cleaned and has had hundreds of loops pulled out, looking like a mess. So disappointed by their hostile and irresponsible attitude towards their clients.

The rug that was on the website and the worded description were not the rug I received. Customer service would not pay to have rug returned so I had to pay $260 (UPS ground) to have it returned. Look at the pictures and the worded description and judge for yourself. The website is on the left and what I received are middle/ right. I have bought 5 other rugs from different companies without any issue.

We received our rung in 2019. It was lovely looking and we were pleased but did notice a few bugs. We sprayed it and left it in an area that was contained so as to minimize bugs getting elsewhere. Now we have a bug eaten rug and it will most likely be thrown out. Yes, I should have returned it immediately but thought that we had solved the problem. PLEASE, if you order from this company, inspect and RETURN any rug that shows any bug infestation. Total waste of money. Order #******* 4/20/2019

While the rugs are mostly acceptable, their return policy is misleading. It clearly states that orders include free shipping and returns. That would lead a reasonable person to expect return shipping costs would be included. That is not the case. If you are not satisfied, only their error or defect of the rug is covered for return shipping costs. In today's online shopping environment, that is not usually the case. I would advise you shop elsewhere for rugs.