Rugs.caReviews 63

Run away! Run away from Rugs.ca.
The quality if the 2 area rugs I bought ($298 for both), was embarrassingly poor. I immediately went to return them. Then I'm told the $130 return fee was too much for them to absorb so they offer for me to keep them ($298!) and they would give me a $60 credit.
Outraged, I sent them back, at my expense of $105.
Then it took over 3 weeks! 3 weeks to get my refund.
My advice is to shop somewhere else. There products are poor quality, their return policy is ridiculous.
Lynn Younghusband

My experience with ordering Persian carpets from Rugs.ca is that they try to avoid honouring their return policy. So do not assume that their 30-day return on all order is safe; it is not necessarily going to be simple. They may fight you. My own experience with Returns has been frustrating and discouraging.

I'm still not sure that I'm going to get a refund on my $4,900 order because they are not answering my chats, not sending me the FedEx documents I'm supposed to get, offering me $250 to keep the rug(!) instead of simply honouring the return policy.

I'm at the point of starting an email paper trail because you can't print or save the Customer Service chats for your records; that's how uneasy I am about my chances of getting a refund. And of course since they aren't answering my live chats, I have to do something to get my money back.

This is not a random bad service incident; this is the second return I've had to fight for. The last one cost me two days and a lot of sleep.

It's really too bad, and it's not necessary. If rugs.ca had simply honoured their own policy without fighting me, I'd still be looking for the right rug on their site -- which has a lovely selection and range of carpets.

I would rate zero stars if I could...I ordered an area rug for my mom for Christmas, which I ordered at the beginning of December. A month later, she finally received it, after the first one being shipped to the wrong address and told it'd be brought to her address and never was until I called multiple times to complain about it. Finally receiving it today, a month later, she sends me pictures of her new area rug that came with a hole in it and how there's a spot where it's coming apart at the seams. I emailed them about it and included the pictures of the damage and they offered me only a $23 refund for an area rug I paid over $200 for! Waste of time and money. Do NOT buy from these people!

I ordered a rug from this fraudulent site. The rug looked nothing like the picture when I contacted them they said they use high quality lighting on their pictures the carpet was completely off in colour IN THE PICTURES THE CARPET IS BEIGE AND I RECEIVED A DARK CHOCOLATE BROWN IN COLOUR Carpet the carpet is paper thin this company is not in Canada they told me I have to pay to send the item back to the USA and the customer service rep Brooke SHE LITERALLY WAS GOING BACK AND FORTH WITH ME IN THE EMAIL SHE REFUSED TO ESCALATE
MY COMPLAINT TO MANAGEMENT WHEN I ASKED FOR TOLD ME TO CALL MANAGEMENT MYSELF SHE was so rude she offered 35$ refund for a 230$ carpet I had to escalate to my credit card and got back 50% the worst part was the customer service Brooke is absolutely rude and her behaviour is disgusting I will never order from them again absolutely terrible experience FELLOW CANADIANS DO NOT ORDER FROM THEM THEY ARE BASED IN THE USA AND IF YOU'RE NOT HAPPY WITH YOUR PURCHASE YOU HAVE TO PAY TO RETURN THE ITEM. THEY THEY SHOULD BE BANNED FROM USING.CA IN THEIR ADVERTISING

They are a rip off. Sent wrong rug but charged me $250.00 to return it. The picture on the website was of a white shag rug. Sent me a cream rug. But they said it was "their version of white". Do not waste your money. Deal with Wayfair who take back the product no questions asked.

I received my rug and it smelled musty, so much so that I had to put it in my garage because it stunk up the whole house. I called and was told I would be sent an email with instructions how to return. I was sent an email with no instructions. I then contacted the chat line. I was given a return number and told I would receive a label within 48 hours. It has now been over a week and still nothing. My thirty days is running out and I get the impression that this is all intentional so I cannot return and get my money back. I would not recommend to anyone.

On June 20,2022 I ordered 4 rugs (3 jute, 1 outdoor) for $1445 00. By December I was in touch with CS at Rugs CA about the quality of 2 of the jute rugs. One was literally falling apart at the seams and the other was fading very quickly. They offered a paltry $48 credit I objected and after many emails back and forth with different CSR's I was promised a satisfactory credit amount. However, once I tried to apply the credit for a replacement rug, the site wouldn't process the credit. Many more emails until in February I finally I gave up hope that this company had any honour or self respect and that from the get go they had no intention of providing service although they continued to insist that customer satisfaction was their highest priority. Bald faced lies obviously. The condition of the rugs has continued to deteriorate and I do my best to ensure others steer clear of this company

I didn't receive my rug after it being marked as successfully delivered and they would not refund me they would only give me store credit which I didnt want. The customer service live chat agent was extremely rude to me and after I declined the store credit he gave it to me anyways which I was not happy about. Stay away!

I ordered a rug with them but the colors didn't look like the website picture so it clashed. They have a return policy that you can send the rug back within 30 days for a refund. What they DON'T tell you is that you have to pay to ship it back and rugs are heavy so it's really expensive. My refund would have been $42 on a $300 rug

They imply they are Canadian (.ca web address), but require returns be sent to America and charge $167 for a single return. Then they will give you only a portion of the return back even though the site explicitly states no restocking fees will be charged. They have inferior customer service and cheap looking rugs. One is better off purchasing at Costco, Home Depot, anywhere really than this horrible business.

We´d ordered a washable rub from rugs.ca.
When received the carped, the colors didn´t match the picture and therefore wasn´t a good fit for us or our room. When we them about the return, we were informed that we would have to return the carpet to the US (instead of canada) for 100$, so 2/3 of the carpet price.

We ordered a rug online, our first ever rug, as well as the deluxe mat - it was shipped promptly, was even NICER in person than on the photos, and extremely well made. We are now looking for a second rug for our basement, as our first experience was seamless.

I ordered a rug from Rug.ca only to read the horrible reviews later.
I was very nervous about the carpet I ordered but I had a great experience!
It was shipped within 48hrs of my order and arrived 5-6 days later.
I love the quality and look, it's exactly as I had hoped!

Contacted customer service several times with no response. Rug was delivered with major creases that will not flatten. Have tried everything to eliminate creases, but nothing. Have had rug now 6 months with major creases not flattening, will have to find another rug from another supplier.

Purchased a 12x9 rug that arrived folded in several small squares. There was no way the folds were flattening out. The colour was completely different than the pictures showed. And the rug was paper thin. I had a strong feeling this would happen as after I ordered the rug I looked further into reviews on sites like this and realized that rugs.ca removes any negative reviews from their site. Upon receiving the rug I called customer service. Their options were to either A) send the back with FedEx and it would cost $150, B) receive a refund of 15% of the cost of the rug, C) get another rug for 30% off or D) ship back with another company if my choice. I chose the last option. Now I am worried they will say they didn't receive the item back even though I was provided a tracking number. I even took to Instagram to comment on their pictures that it is a scam and they have removed all my negative reviews! Unbelievable. Oh and they are not a Canadian company. When I asked customer service why the site is. Ca they said it was for their Canadian customers. Not sure about anyone else but I've always been able to order from. Com sites. They're full of it, do not trust this company. Can't even find the return policy on their website! You have to actually search for it. Anyways, stay away from this scam company with poor customer service.

Buyer beware. Rugs look nice and all but if anything goes wrong or you need to return a rug, you have to shell out all the money to send it back. Terrible service throws discounts in your face. If you had a terrible experience first time, you really think a little discount will make me buy again!

I don't usually write such a bad review but my experience was truly terrible. I ordered two rugs. They were both delayed in arriving which is understandable given supply chain issues during the pandemic. When i opened them up, one was not at all what i ordered. When i called to return the carpet (website says it can be returned within 30 days at no cost), i was told to send pictures and then was told that the carpet is the one listed on the website. The actual and picture are completely different. Furthermore, the agent told me that i would need to pay $109 CAD to have the carpet returned. The initial agent i spoke to kept putting me on hold as he had no clue what he was doing. Overall, the agents were rude and arrogant and had no interest in helping to resolve the issue. I have dealt with Wayfair and other companies and have had no issues in the past. This was the worst experience. Will shop Canadian next time!

Such a fake company in Canada impersonating a real
Rugs USA company in Eastern US
These jerks are real in S Carolina but have some kind of online shop showing them in Canada
DONT BUY FROM RUGS.Ca

Bought a 4x6 Spectrum Rug. Delivery was fast and according to plan. Color of the rug matches what was shown online. The trimmings is terrible. It is not square and not even straight. Very disappointed for the price I paid for this rug. Won't order again.