Rugs.comReviews 5,794

I wish that I had read reviews of Rugs.com before ordering from them. I was not dissatisfied with the appearance of the two rugs I received but am now realizing that there is no Customer Service department in existence. I want to return one of the rugs and an unopened rug pad. The total refund I am owed is $300.03.
The "Returns" page on their website offers only a phone # and an email address--no return instructions. I have called the phone # several times and been put on hold immediately each time. I have stayed on the phone between 15 and 45 minutes before hanging up, remaining on hold each time. I have sent two emails and received automated "We are working on your request" responses each time. I have now filed a complaint with the Better Business Bureau.

This company has the worst customer service. Not only did I get the wrong design - it was totally the wrong size also. Now guess what? I have the pleasure of rolling this thing back up and in my "spare" time find a FEDEX place to return it. What is the point of ordering online if I am doing all this work to get the correct item I ordered. And if I don't do all this then I have to go back on line and re-order. What the freak is that all about since I already paid. These people and their procedures are horrible. I wish I would have seen these reviews before I ordered because I never would have wasted my money on this company

I ordered two rugs, received them and upon opening the sealed package was overcome by the stench of mildew and a strong kerosene odor, perhaps from an industrial dye. I immediately phoned customer service, was on hold forever and gave up. I emailed customer service and still no reply or return label, which I desperately want because the rugs reek and I want them gone. I am initiating a charge back claim with my credit card issuer. I truly feel that I have been scammed. If anyone reads this review, please do not make the mistake I did in trusting this company.

Ordered a rug at a great price. Received the wrong rug. Contacted them, they would send a return label but I had to repackage and ship a 10 foot long rug somehow because pickup costs extra, even though it was there mistake. Took literally an hour and 45 minutes to reach them by phone. Returned rug, got refund, re-ordered correct rug. Received it, color was nothing like described (was supposed to be white, was obviously gray). Tried to call for return label, gave up after 45 minutes, sent email. No response. Sent another email. No response. Finally got return label after 3 emails and almost a week. Ordered totally different rug with great reviews. Instead of the 8 foot long coral rug I ordered, I received (a week after promised delivery) a small, round, black and white rug. I've sent 3 emails to customer service and am about to get Paypal involved because I can't reach anyone to get a return label, and time is running out fast. Never ordering from them again; I ended up buying a nice, well-priced rug at Target. Don't fall for the great deals!

In the last month and a half, I have purchased many rugs from Rugs.com, about $1,500 on 2 accounts. There is one rug that I did not like when received. I waited on the phone for more than an hour, and was lucky to get a good customer service rep about a month ago. I have tried again several times calling the number touted as available "24/7", but could not wait for an hour again. I finally emailed regarding the only rug which I wanted to return, and was told it was past the 30 day return period! If I went to all the trouble to return the unacceptable rug, I would only be refunded 75% of what I paid. I have since found an online seller (eSaleRugs) that sells the same rugs that I purchased from Rugs.com for much less money. I will not be shopping at Rugs.com ever again.

I ordered a rug in June 2020. It was not Navy as advertised so I needed to return it. I know Customer service people are working from home so I understood returns might take longer. I was directed to leave an email for return instructions. After 2 weeks of no response I sent a second email and still no response. I called the customer service number, was put on hold for an hour and then disconnected. I called back right away and again waited for about 1/2 hour and was again disconnected. I will never order from Rugs.com again.

Their company messed up twice and did not take responsibility. I have screenshots showing I ordered a 5 by 8 rug and was sent 4 by 6 and the shipping said 4 by 6 even though order said 5 by 8. Got to keep rug and refund. Ordered a new rug and couldn't have the original I wanted because it was sold out. The second one got sent to a whole different state but was at the fedex in my county. Called and was on hold for an hour. Was told I had to return the old rug and couldn't get refund on their end for shipping to wrong state. Finally got refund but was told could not have that second rug because it is sold out. Horrible costumer service the second time. The first time was fine. Miserable experience and does not ship right orders to right places.

I placed my order which was taken immidiately WITH NO SHIPPING TIME INFIRMATION. I called in to inquiry about it and was on hold for 30 minutes. I cancelled my order and was told my charge would be released a few days later. Two days later MY CHARGE went through they took my money. I am now on hold for 30 minutes trying to get someone on the phone. This company is very poorly run with no idea how to manage their inbounds calls.

I bought 2 rugs from Rugs.com. I wanted to return and after 2 weeks and two phone calls that kept me on hold (first one over 20 minutes before I had to hang up and the next call 40min before I again had to hang up.) I tried email twice and they gave me a service code number that was it! All this for a return label that they should provide in the packaging. Neither of my rugs had one. I honestly think they make it so painful you end up keeping the rug. NEVER AGAIN! And the rugs are so so.