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.

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 which was on sale. Although I loved the colors and pattern, I found the quality low even at the sale price. When I checked the price on the manufacturer's site, it was quite a bit lower than the apparent sale price! The so-called original price was vastly inflated. However, when I contacted the company about it, they gave me a partial refund, which was nice. My advice: do your homework!

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 am blown away by how beautiful my 2 rugs are. I googled rugs.ca and came to this page. I got very worried but both rungs have arrived and boy, are they ever beautiful! The Persian rug was clearly shown and they even showed a small tear in it. It's been a dream of mine to own a Persian rug and I'm so very pleased. The pics are taken with a cell phone that doesn't do them justice.

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

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

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.

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!

I was hesitant to order from this company AFTER reading all the poor reviews, but I thought " let' s roll the dice. "; besides the compulsive shopper in me said," what the hell! ". And sure enough!
This is probably a new company, working out the bugs - there was no need to squak.
I was pleased with the price, the delivery time AND the product.
Cheers!
Shaun Courtney
Kingston, Ont.

The rug I ordered was delivered to the wrong address. Fortunately, the person who received it walked the 5 city blocks to my address to advise me. I then had to walk to that person's apartment building to collect it.
The rug is not to my liking so I'll return it. I spoke with a customer service agent for 10 minutes who then explained I would get a return phone call -- that never happened. I sent an email for an RMS# which was sent -- with the note that it would cost 38% of the cost of the rug to return if they send a return label. I'll deal with the return myself!

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 bought a rug at the beginning on this month, didn't get any updates about the shipping for 3 weeks. So I emailed them yesterday just to get the response, that they sent me my money back on the 7th of February and the order was cancelled. No explanation why, no sorries, no emails before about the status, nothing! What an unprofessional attitude...

In my first visit and order to purchase a 9 x 12 shag wool carpet I was impressed with the price. However, the entire rest of my experience was to say the least, very puzzling. I was given inaccurate information on how to receive my rug. Three different times I was given three different answers. Thankfully FedEx staff were able to solve the problem. It was a 2 hour drive to find out that the rug I ordered was not where I was told it was. Turned out it was at a FEDEX location 5 minutes from me. There is no excuse for this.

I'm done with this company

Buyers beware!

The 80 sq ft 'rug' weighs less than 20 lbs. It's about as thick as 2 towels. There is no nap to it. It's a sick greeenish-brown rather than the gold I ordered. Don't let the. Ca at the end of the web address fool you too. It's a US company that ships from South Carolina. It came folded. How do you fold a real rug? It is certainly nothing like the pictures they publish. A total waste of my time, energy and money. They ship by Fedex, which is probably the worst shipping operation in Canada. It arrived 4 business days late.
Being disabled, it's going to be a real pain to return. I can't even figure out how I'll repackage it. After my experience here and with Wayfair I'm never going to buy from a US retailer again, and I'm not going to buy from anyone that uses Fedex. I'll check next time. Live and learn, I guess.

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.

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.

My rug was delayed due to an original address error on my part. The customer service I received initially was terrible the lady I spoke with was kind and assured me she had it all fixed and would send me confirmation. She did not send me a confirmation at all. I contacted them again the following lady (Racquel) had everything fixed, gave a refund for my troubles and said Fedex would send me a case # Monday morning, this was Friday. I did not receive anything. The next guy I spowith very kind but also, same as initial lady "ill send confirmation" no confirmation sent. I was going to cancel and request moneys back plus my 10% refund I had already received but to my luck spoke with Racquel again and she had me on my way in no time with confirmation of my rug delivery the very next day. Gorgeous rug, not worth the hassle.

I ordered four rugs from rugs.ca. One I love, one I like, and two are the wrong colour. They make returning the two rugs I don't like so uncustomer-friendly that I am not going to bother. The entire process is punitive and I do not recommend ordering from this site.

I ordered a rug and runner. Neither will flatten even after trying their instructions. The rugs are of inferior quality. I wanted to return them but the cost to return is astronomical which I am sure is set up that way so you won't send it back. Stay away from this company. You will waste your money.

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

Before I purchased anything, I contacted them by email to get an indication of their customer service. I wanted to see what it would be like if I made a purchase and needed to return it. It took a while but, when they finally did answer, they didn't answer any of my questions. They just told me to contact their toll free number. I did and was waiting for an available operator forever! I finally hung up! Be very concerned about the customer service!