Rugs Direct has a rating of 2.02 stars from 104 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Rugs Direct most frequently mention customer service, and return policy problems. Rugs Direct ranks 834th among Home Decor sites.
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Needed a slightly larger rug to accommodate new sofa and chair setup in the living room. Most of what we looked at was in the wrong colors or extremely expensive. Found this one, which perfectly suited our needs. Very happy and the delivery only took a few days. Surprised me that it arrived so quickly.
Paid $1000 for a normal room size rug that wil soon be nothing but a pile of dust because of excessive shedding. There are rug blue rug fibers floating in the air and rug fiber dust everywhere even with daily vaacuming. That rug is killing us causing sneezing, coughing and allergy attacks. In my 70 years I have never ever seen a rug shed like this. Company won't do anything about it so maybe the health department will!
Paid $1000 for a normal room size rug that wil soon be nothing but a pile of dust because of excessive shedding. There are rug blue rug fibers floating in the air and rug fiber dust everywhere even with daily vaacuming. That rug is killing us causing sneezing, coughing and allergy attacks. In my 70 years I have never ever seen a rug shed like this. Company won't do anything about it so maybe the health department will!
Poor customer service follow up, terrible nonexistent return policy, dirty or damaged merchandise. Poor seams, puckering, won't lie flat like it should. I bought these in December, they were dirty, damaged, customer service acted like they had amnesia, no recall, no idea what was going on, didn't keep their words, no honor among thieves.
Products used:
Rugs, trashed pads, they were disintegrating in packages, no care at all in packaging, quality control was missing. Dirty products.
Needed a slightly larger rug to accommodate new sofa and chair setup in the living room. Most of what we looked at was in the wrong colors or extremely expensive. Found this one, which perfectly suited our needs. Very happy and the delivery only took a few days. Surprised me that it arrived so quickly.
Products used:
Rug
As an interior designer, I want to maximize and minimize the time that I spend sourcing for clients and Rugs Direct helps me do that. It is easy to search for the color, style, and price of the rand the selection is excellent. I recently used this company and I am very pleased, as are my clients. Every rug looks exactly as you would expect based on the photos.
Products used:
rugs
Rugsdirect.com will just cancel your order after days go by and after you finally get someone to contact you back. They are a horrible company
Products used:
Rug
My ordeal with Rugs Direct has been nothing short of a nightmare. Waiting for months for a refund, I felt like I was chasing a ghost. And when the elusive refund finally arrived, it was shockingly less than what was rightfully owed. Rugs Direct utter lack of customer consideration has left me deeply dissatisfied and cautioning others to steer clear of this unscrupulous company.
I ordered an 8 x 11 safavieh wool rug, Along with a runner and smaller rug of the same pattern and color. They were significantly different and their customer service would not replace the mismatched tugs. My only option was to return at my own expense. Ridiculous! Wish I could post a picture, because I could have lived with a small variation. This is no small variation!
Products used:
The shipping was free, but when you have a problem, they will not resolve it. The Safavieh rugs are excellent quality but rugs direct would not be my choice for ordering them.
I ordered a rug & was charged for it. The rug they sent was the wrong size & wrong design. It also smelled awful. I requested a return pickup & a refund. Several days later they shipped & charged my credit card again for a replacement rug. They've now charged me for two rugs I don't want & they refuse to refund me for either of the rugs until they receive them at their warehouse. (I suspect this might be illegal since I never authorized the second rug charge. Also, why charge me again if the second rug was intended as a replacement for their original mistake? Suspicious.). I feel confident I'll be fighting with this company for a long time trying to get back over $850 they owe me. I will NEVER do business with these folks again. In the meantime I ordered and received a beautiful rug from lowes.com and it was a perfect experience. I highly recommend lowes.com.
Products used:
Returned or at least trying to.
After weeks of shopping online and in store I finally found the rug I was looking for. I purchased this 9 x 12 rug for my family room because the walls are dark green, so the pinks and plums really compliments them. The rug is vibrant even though it has the " worn" look to it. It seems to be well made.Arrived quickly. The room feels complete now. Did I mention I got it at an unbeatable price? Bonus, it happened to be clearanced.
Tip for consumers:
Rug. Because it is oversized, I ended up paying a small shipping fee ( normally free I am assuming).
Products used:
Rug
First know they charge shipping to return. I do not feel the photos were accurate on color, which would have eliminated having to return. Additionally, they received the item 3 weeks ago and still no refund, why would you buy from them?
Just go somewhere else! I canceled an order from a competitor because it had been on a back order that kept getting extended. I was aware it was not in stock, though, when I placed the order. This 'company' said they had it in stock, though so I canceled and then reordered here. I didn't hear anything for a couple weeks, so I wrote customer service twice…crickets. I finally got a reply this morning saying it's back ordered for another month! They should not have said it was in stock. That was clearly a ploy to get my $$$, and it's backfired. I'm more irritated at the deceptiveness. I immediately wrote back asking for a cancellation and refund, but then get an 'out of office for a week' reply (it's 10:30 AM) directing me to call for further assistance. I call….they are closed for an extended holiday week. Just don't! Incredible Rugs and Decor have the same pricing, and very sweet customer service agents…that are in the USA.
Tip for consumers:
I never received In Stock items
Placed an order for "delivery tomorrow". However, I received an email the next day saying there would a delay of 6 days after which I would hear from the Courier Co about delivery. That never happened and for the next 7 days I tried telephoning, but always went to a voicemail. When at last a human being called me she said that they did not know when the item would be in stock. Order cancelled. Not a good experience.
Ordered two area rugs for bedrooms that turned out to be the wrong color. The cost to ship back was astronomical (Could have bought another rug for what I paid in return shipping!) Company received both rugs and then notified me that one was shipped to a different location. They then charged me 20% return fee plus cost of freight! What a rip-off return policy. I would never order from them again. Beware!
Tip for consumers:
Very poor return policy. Be careful!
I have 3 of these rugs in different sizes. I just ordered a 4th. I love this rug. I use a lot of navy blue in fabrics and this rug complements them so well.
Products used:
A rug runner
Same rug that I ordered from Rug Direct at 30% less price at other companies.
They will not match the price and the return will cost you a fortune.
Found the rug I imagined, there it was! Unbelievable, much better looking than I ever imagined! Thank you!
I signed on as a new customer and ordered two rugs this morning, thinking I would receive the 15% discount for signing up and agreeing to texts. I did not. On further reflection, I decided to order an additional throw rug. I still did not receive the discount. So I requested a chat. I was immediately helped by Diane, who ordered the 15% discount on my earlier order and gave me a new code for my new order! Immediately! I am so impressed by the fantastic customer service and my discounts on top of sale prices! Thank you, Rugs Direct!
Products used:
Rugs
My one year old, $500,5×7 rug is unraveling. It's in a very low traffic area, I use a non-beatet vacume, I have no pets or children. All they can offer me was a discount on a new purchase. I'm very disappointed and will not be taking advantage of the discount.
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.
Tip for consumers:
Don't buy from Rugs Direct as they are knowingly selling uncleanable rugs
Products used:
Runner rug
Had previously purchased a couple of rugs with great success, but recently purchased 2 more that colors were not what picture showed and when I contacted to return I was told it was $100 charge to return their rugs. I do not have an issue paying for a returned item I was not satisfied with but these charges are outrageous and I was told too bad, that is their policy and they did not care. NEVER buy anything from this company again!
Think twice before buying from this site. The rug I bought arrived in a different color from the color shown on the site. They do not refund the total amount you paid and they also did not send you a return label, you have to pay for the shipping cost. Terrible customer service.
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"
Tip for consumers:
That it isn’t woven
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
Tip for consumers:
PLEASE inspect your rug! Ours had bugs that ate it .....later so we were unable to return it. Waste of money. Buy from a more reputable or conciensious seller.
Products used:
large rug
I was looking for a well made thick modern rug and found the perfect one on this site. Customer service was friendly and answered my questions when I called. I can't believe how quickly my beautiful rug came! It was in my home in TWO days! Exceeds expectations!
Products used:
Rug
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!
Tip for consumers:
Do noy buy rugs direct / return shipping will kill you and exceed the price of the rug. Look elsewhere for certain!!
Products used:
NOne., but Drove 8 hours to return the dang rug . It was 10x7 and made a good arm rest for the drive.
Our mission is to help you tie your spaces together with meaningful décor. Each space is unique – size, layout, different aesthetics, etc. – and we help you tie it all together. We believe this is an important role in any design or decorating project.
We offer over 10,000 rug designs that use the highest quality materials and construction methods, and a growing assortment of home décor.
We offer free shipping on all orders. Most items are in stock and ready to ship within one to two business days.
Since 1998, we have been a market-leading specialty online retailer of decorative area rugs for consumers, professional designers and commercial customers throughout the U.S. and Canada.
We partner with premium manufacturers including Surya, Loloi, Safavieh, Jaipur and Chilewich to offer a curated assortment that prioritizes quality construction, materials and design. We aspire to delight you with our assortment, user friendly website and delivery experience.