Rugs.comReviews 6,352

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.

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.