Rugs.comReviews 6,352

I purchased a used oriental rug on Rugs.com which was advertised in Very Good Condition with a 1/2 inch pile.
When I got the rug there were damage spots all over the rug, the pile was flat, almost bare in spots and it had an 11-1/2x9 inch patch where a piece had been cut out and a replacement made that did not match well. I sent my complaint to Rugs.com and have not heard back. It's been 7 days. Nobody answers the phone even though they advertise 24/7. As an elderly person, I don't know how I can roll the rug up, wrap it and send it back. The rug is heavy. It is around 8x10 in size. What a terrible way to treat customers. I need a response.

I just got my rug today (9/5/2020)after ordering it less than a week ago. I was hesitant to order a rug from this company after reading some of the bad reviews. Let me say... I Love My Rug! It is so beautiful. I wondered if I needed a pad to go under it when I ordered. NO. The rug I ordered (7"x10") is heavy enough to stay down. It is the thickness of any other area rug from other stores. VIt looks antique while being new. I love it! I didn't send a pic cause I haven't put it down yet. Just unrolled to look at it. Exactly what I ordered. I will DEFINITELY order from this company again.

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!