Rugs.ca

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.

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 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

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!

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 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!

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

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.

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.

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.

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!

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

I bought a used oriental rug from this outfit (which is not in Canada). The description said "very good condition with areas of low pile." They left out the part about the insect damage that in many places went right down to the warp threads. There is evidence of insect infestation all over the carpet. To their credit they offered me a 10% rebate when I complained. I took the money and kept the carpet--it is really beautiful--but I paid too much and this rug has lots wrong with it. I won't be totally devastated if someone spills wine on it but it won't be worth cleaning so I hope that doesn't happen. Cleaning will cost over $400! If Rugs.ca says a carpet is in very good condition better to pass on it and look for one that says it is in Excellent condition or is brand new!

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.

Would never buy anything from this place paid $90.00 for Shag runner and if I return it I will get less then $40.00 back What a joke. They do not stand by their products and are not interested in customer service

Be careful.

There is zero customer service! No one picks up their phones ever! They take your money and run! What's that? I've been trying for over a week! FedEx said rugs.ca were responsible for the hold up and I can't even get them to respond! Pandemic or not either you offer customer support or you don't!

Purchased a fairly large rug for my living room. It was delivered to me folded in several areas leaving creases that will not flatten. Carpet is also pulled in several areas and the corners are curling up. The cost was $519 before taxes. This carpet is the equivalent quality of something you would buy at Walmart for $99. Do not be fooled by their pretty pictures... quality is horrible. Customer service was pathetic after half a dozen emails I was offered $78 credit. They advertise this carpet as pre-sale $1,038. Everything is constantly on sale for 50% off do not be fooled by their inflated prices followed by their 50% discount. Would never order from rugs.ca again!

This was by far the worst company I could of chose to purchase my rug. I looked at the reviews online and they were 50/50 so I took my chance. The rug I order came in time, but it was absolutely nothing like the picture! So I called the Customer Service to make a return and they were rude and the options they gave led to having to spend more money! I'm not joking when I'm saying stay clear of this place. Again do yourself a favour and spend your money somewhere else.