Rugs Direct

Purchased oversized rug for our bedroom, we are senior citizens and needed help to unpack and set up in room. It took about a month to find someone to help us open the package and set up the rug. When the package was opened and the rug was unrolled we found the rug to be damaged in random places. Holes and rips. We contacted rugs direct, filed a claim and sent photos. No reply. We have reached out to them several times and have not gotten any satisfaction. Did not expect to be treated so poorly. We paid over $1000 +. It is causing us a lot of stress trying to resolve.
If you are considering a purchase buyer beware...

Needed a slightly larger rug to accommodate new sofa and chair setup in the living room. Most of what we looked at was in the wrong colors or extremely expensive. Found this one, which perfectly suited our needs. Very happy and the delivery only took a few days. Surprised me that it arrived so quickly.

First know they charge shipping to return. I do not feel the photos were accurate on color, which would have eliminated having to return. Additionally, they received the item 3 weeks ago and still no refund, why would you buy from them?

As an interior designer, I want to maximize and minimize the time that I spend sourcing for clients and Rugs Direct helps me do that. It is easy to search for the color, style, and price of the rand the selection is excellent. I recently used this company and I am very pleased, as are my clients. Every rug looks exactly as you would expect based on the photos.

I ordered an 8 x 11 safavieh wool rug, Along with a runner and smaller rug of the same pattern and color. They were significantly different and their customer service would not replace the mismatched tugs. My only option was to return at my own expense. Ridiculous! Wish I could post a picture, because I could have lived with a small variation. This is no small variation!

After weeks of shopping online and in store I finally found the rug I was looking for. I purchased this 9 x 12 rug for my family room because the walls are dark green, so the pinks and plums really compliments them. The rug is vibrant even though it has the " worn" look to it. It seems to be well made.Arrived quickly. The room feels complete now. Did I mention I got it at an unbeatable price? Bonus, it happened to be clearanced.

Poor customer service follow up, terrible nonexistent return policy, dirty or damaged merchandise. Poor seams, puckering, won't lie flat like it should. I bought these in December, they were dirty, damaged, customer service acted like they had amnesia, no recall, no idea what was going on, didn't keep their words, no honor among thieves.

I ordered a rug & was charged for it. The rug they sent was the wrong size & wrong design. It also smelled awful. I requested a return pickup & a refund. Several days later they shipped & charged my credit card again for a replacement rug. They've now charged me for two rugs I don't want & they refuse to refund me for either of the rugs until they receive them at their warehouse. (I suspect this might be illegal since I never authorized the second rug charge. Also, why charge me again if the second rug was intended as a replacement for their original mistake? Suspicious.). I feel confident I'll be fighting with this company for a long time trying to get back over $850 they owe me. I will NEVER do business with these folks again. In the meantime I ordered and received a beautiful rug from lowes.com and it was a perfect experience. I highly recommend lowes.com.

My ordeal with Rugs Direct has been nothing short of a nightmare. Waiting for months for a refund, I felt like I was chasing a ghost. And when the elusive refund finally arrived, it was shockingly less than what was rightfully owed. Rugs Direct utter lack of customer consideration has left me deeply dissatisfied and cautioning others to steer clear of this unscrupulous company.

Be warned about $$$$ rug samples... 1) they are non refundable 2)They offer a program where you can order samples and later have the cost of those credited to your order. They don't state this on the website but they only credit ONE SAMPLE and it must be the EXACT same color/product as the sample you ordered. I made the mistake of purchasing several expensive samples in order to compare the colorways, only to find out they'd only comp one. 3) Getting the credit for it is not easy, you have to call and get the supervisor to approve it. Still waiting for that to happen. Perhaps I am spoiled, I am a trade customer and typically companies send free samples. These are $50 each! Would rather deal with the carpet manufacturer directly than through a third party such as "rugs direct".

Just go somewhere else! I canceled an order from a competitor because it had been on a back order that kept getting extended. I was aware it was not in stock, though, when I placed the order. This 'company' said they had it in stock, though so I canceled and then reordered here. I didn't hear anything for a couple weeks, so I wrote customer service twice…crickets. I finally got a reply this morning saying it's back ordered for another month! They should not have said it was in stock. That was clearly a ploy to get my $$$, and it's backfired. I'm more irritated at the deceptiveness. I immediately wrote back asking for a cancellation and refund, but then get an 'out of office for a week' reply (it's 10:30 AM) directing me to call for further assistance. I call….they are closed for an extended holiday week. Just don't! Incredible Rugs and Decor have the same pricing, and very sweet customer service agents…that are in the USA.

Think twice before buying from this site. The rug I bought arrived in a different color from the color shown on the site. They do not refund the total amount you paid and they also did not send you a return label, you have to pay for the shipping cost. Terrible customer service.

We received our rung in 2019. It was lovely looking and we were pleased but did notice a few bugs. We sprayed it and left it in an area that was contained so as to minimize bugs getting elsewhere. Now we have a bug eaten rug and it will most likely be thrown out. Yes, I should have returned it immediately but thought that we had solved the problem. PLEASE, if you order from this company, inspect and RETURN any rug that shows any bug infestation. Total waste of money. Order #******* 4/20/2019

Ordered two area rugs for bedrooms that turned out to be the wrong color. The cost to ship back was astronomical (Could have bought another rug for what I paid in return shipping!) Company received both rugs and then notified me that one was shipped to a different location. They then charged me 20% return fee plus cost of freight! What a rip-off return policy. I would never order from them again. Beware!

Descriptions of the rugs are very inaccurate. Sent pictures of a rug I bought, it showed up blue, was supposed to be ivory, they refused to send a label for return and were horrible to deal with. Avoid this company at all costs, they are unscrupulous and scam the customers. Horrible customer service.

Purchased a 100% viscose pile rug from Rugs Direct 5 months ago. Buyer beware these rugs cannot be cleaned. The care instructions on Rugs Direct nor the back of the rug say dry clean only. Who sells a rug that cannot be cleaned? Complete junk. Contacted their customer service and they were no help nor did they offer assistance. 100% viscose is a plant based material that isn't worth the paper it's printed on.

I bought the sinclair tobacco rug by Magnolia on May 11. Found out several hours later that it was literally half price on Wayfair and Amazon. Called for a price match but was told it was too late. After speaking with customer service received a small discount. Still overpaid greatly. I see the rug is now being sold for much less. They say free shipping but it cost $40 because it was oversized. If I returned it I would have had to pay quite a bit of money as well. Will never buy from them again.

I ordered a rug from Rugs-Direct and never received it. Paid for using "PayPal" thank goodness. Repeated attempts to find out why they would take my money and not send the rug failed as their customer service refused to answer my email inquiries. Either they are running a scam or just don't care who they cheat. Overall, my experience with them not good. I just hope PayPal can get my money back. Stay far away from this business!

Fast shipping…quality rugs. This is my 5 th rug that I have purchased for my new home. Very happy with all of them. I would definitely recommend this company!