Rugs.comReviews 5,794

We ordered four runners we planned to use on our stairway. They were supposed to all be the same runner, but none were the advertised width. Two were close, but two were off by over an inch and did not have the same border as the others. Needless to say, these could not be used. We've called at least ten times and have waited at least an hour to speak with anyone each time. We have not received any replies to our five emails. We will be disputing this purchase with our credit card company today.

We will never be using this entailer again.

Wow, how do these people stay in business? They should be ashamed of themselves. I ordered a rug that was a flimsy piece of junk for $100. I've been trying to get this thing returned for over a month. I've emailed them 6 times with no response. I called them and waited online for hours every time only to be cut off over an hour each time. I had to dispute the transaction with my credit card company to get my money back and donated the rug. I will never do business with these people ever again! I highly suggest you don't either.

I chose this company because they advertise "free shipping and free returns". Buying a rug that's right for decor is tough enough, let alone choosing it online. The pandemic is why I'm buying more online now.

A rug I ordered was not tight for my space so I:
1- Contacted Customer Service by email because I was on hold every time I called by phone.
2- The email I received back offered "$20 credit and keep it or 25% off another rug". Well, I fully expected to send it back!
3- I chose another rug, bought it, and contacted them by email to notify them.

OH MY GOSH! NOW THE CRAZY AGGRAVATION BEGAN!

All subsequent emails to me never acknowledged that I bought another rug, even though I repeatedly included the order number. I figured at first this was simply an error. But after multiple times disregarding that I bought a new rug, and ignoring that I chose 25% offI now know it is a way for them to get off with the least amount of $$ on their part.

I will NEVER recommend this company. I will never buy from them again.

BUYER BEWARE!

This is by far the worst customer service I've ever worked with. I ordered a few rugs online, and had to return one. I called atleast 5 times and emailed 3 times to try and get a return label. Almost everytime I called the recording would say No one is available to take your call, goodbye' then hang up. I finally got my return label, and 4 weeks later I am still waiting for my return credit. I have continued to call and email but no one answers. Do not buy from this website!

Ordered rug on April 27. According to tracking info, rug arrived at FedEx facility (less than 20 miles from my home) on May 1 and has been sitting there since. Inquiries to rugs.com only produce same information, noting backup problems with delivery during covid 19... ordered other items (2 and 3 days after ordering from rugs.com) from other online retailers who noted same delays but all those items have arrived, although they took longer than normal. Rugs.com uses FedEx, which is the worst when it comes to delivery and has lazy drivers... we have had items left at our mailbox because drivers were too lazy to walk up the hill... never been a problem with UPS or USPS. Lots of nice rugs at rugs.com, but it isn't worth the hassle. Shopping elsewhere in the future.

Ordered a rug, email said would receive tracking number in 2 days - 4 days later and still no tracking # - called customer service twice, was on hold for 30 and 31 minutes respectively when a recording comes on and says " There is nobody here to answer your call, goodbye". And they claim to try and provide each customer with an "outstanding experience" - what a joke - won't answer emails either, money has already been taken out of my account - will physically drive the 500 miles if I have to to get an answer. Stay far away from these clowns

Ordered --AND PAID FOR-- a rug, but have never received it. Very difficult to get customer service on the phone, and when you've waited 30 minutes on hole their system automatically hangs up on you. Hold music continually encourages you to email them instead, but NO ONE RESPONDS to emails. I've sent two. Did speak to one customer service rep a few days ago and she said my order was obviously messed up and she would start over and send me the rug. She said I would receive new tracking information that day. Have never received new tracking information -- OR THE RUG. Forced to go to credit card company with my complaint. What a hassle!

I ordered 2 rugs for delivery on 12/24/19. This was for an New Years Eve event. Due to the holidays, the shipment was delayed; which was understandable. I received one rug on the 26th. My tracking showed no scheduled delivery date for the second. I called rugs.com 4 times, each time being promised a follow up text or call, which never came. Since it does not appear that the rug will be here in time for my event, I finally had to request a refund so that I can get one somewhere else. As a customer service manager who has worked for large companies, I understand that these things happen., so I was not at any time rude or disrespectful to the reps. However, as someone with a great deal of customer service management experience, I have to say that with the exception of Steven, the customer service representatives were nether courteous nor professional. They interrupted me when I spoke, were rude, pushy and sarcastic; particularly the young lady who issued the refund. I have since gone back online and researched reviews about this company, which I should have done before ordering. I can not recommend this company and would advise shoppers to go elsewhere.

Sept. Of 2019 began looking for a new rug at a doable price. Had bought from erugs.com before, but their prices were a little too high this time around so I checked out rubgs.com which had a lovely selection and price, at least the picture was gorgeous. I checked the rug out on 3 different sites and the picture was the same, thick gorgeous 2-1/2" high pile infinity shag, but no reviews on any of the sites. I assumed it was a newer item from Turkey and after checking out hundreds of area rugs over 5 sites, went back to rugs.com with every confidence that I'd done my homework. This website had beautiful rugs and many, many 4 & 5 star reviews. The rug I got weighed no more than 25 lbs., I'm a 76 yr old female and I carried it down 9 steps to my apt., opened it up and honestly did not know what I was looking at. Looked nothing like the picture, was laying down in every direction and looked like straggly, sparse witches hair. I knelt down and could see each individual fiber, where it was looped and the entire carpet backing. When I stepped on it, it was like walking on the floor because there wasn't enough carpet to give it any cushion. Maybe the machine ran out of carpet or maybe they are all like this I don't know. What I do know is this: cust. Serv. Is easy, they responded to my email in 3 minutes, explained that it's hard to know If there is anything wrong with an item, whether it's a chair or a rug, as everything comes wrapped direct from the supplier, apologized In earnest, immediately emailed printable return labels and directions how to wrap for shipping and offered me fedex for $5.00 and returned payment the day they rec'd the rug and emailed me that info. They did say this rug was a new item which explains why there were no reviews. I'm just saying, what we all know, you can't count on the pictures. Was it just a bad apple?

In fairness to rugs.com, they have good standing as an etailer, and outstanding customer service. I might Give them a 2nd chance if I saw something wonderful. Has anyone else dealt with this company?