Rugs USAReviews 2,677

Horrible company. I ordered a simple white sag rug over 2 months ago. It was supposed to originally come in 2 days. I had to call 3 times and each time they told me the order was missing from the warehouse and they will have to issue a new order. By the 3rd time I told them to just cancel and refund my order because at this point I had 0 confidence the rug will every actually get to me. I ordered from a different company and got a similar rug for cheaper and it came in 2 days no issues. Oh and I checked bu bank account. They refunded me for the warranty and the rug liner but not the actual rug itself which is the majority of the money I spent! So now I have to call back AGAIN so they can actually refund me correctly. I hate this company I will NEVER use them again. I gave them more than enough opportunities to correct themselves and they basically scammed me. I'm shocked if anyone has a good experience with this disaster of a company.

I have made contact with this company several times concerning their error in my order.
I had to return a rug they sent to me that was the incorrect size as well as the rug being soiled.
I immediately I cancelled my order for two rugs I ordered previously and returned the rug they sent me in error.
Now, I"be waited over a month for my refund and have not received it as of this date.

This company is definitely in question concerning customer service, as well as backing up their claim of easy returns.

I'd stay away from Rug USA.

Can't complain about the online chat customer service. I was able to get a nice discount on my order when I pointed out the 10% off promo didn't take. Immediately posted to my card, cleared in a couple days. BUT, after 2 delays with a 3rd coming up, I decided I was never going to get the rug. Others here have commented that they don't tell you about the delays. They say they'll email, but they don't. So, it's incumbent on you to get in touch with them. Judging by the complaints of their customer service, I guess I lucked out with the online chat. They send a transcript of the chat immediately. All well and good, but doesn't result in a product. I have another promo code. Even if I find another rug available immediately, I won't do any more business with them. Going to go through a reputable business. It'll cost more, but worth actually getting a product.

DO NOT BUY YOUR RUG FROM HERE. If I could give less than 1 star I would.
To start, they left our rug outside in the pouring rain. Fine, Its the drivers fault, but they forced me to go through a claim process and ended up doing nothing about the wet rug. Fine, we let it air dry and when we placed the rug on the floor it wasnt even straight! The corners were literally lopsided it looks like a trapezoid. The corners arent even 90 degrees I checked with my carpenters square. Its glaringly obvious. When asking for a refund after over a month of going back and forth the most they could do is 50% off,... on a rug that isnt even usable.

Thanks for nothing Rugsusa

I purchased a rug for a new house. Once we settled into the new home, we opened the rug to find a large, black-ish stain on the face of the Octopus on the rug (which is also the focal point of the rug). RugsUSA would not take care of this situation. They would not exchange, return, offer a discount or offer to ship me a stain remover that they perhaps recommend for their rugs. Horrible customer service. I am stuck with a brand new rug that cost: $450 rug, that has a large black stain on it that I am unable to hide with furniture or with anything else. I am donating this to Goodwill and contacting my credit card company to help me dispute this charge.

As others have said this is not a reputable company. Its the first time I have ever had to dispute a credit card charge. After realizing I had made the wrong order I tried to cancel 10 minutes later and they would not allow it. Any company that operates like this is a scam. I called to cancel and they said they would "try" but I keep receiving emails about my order in the process of being sent to me with no tracking number and despite my reminders to them that I canceled.

You pay for a rug when the shipping label is "created", but that doesn't mean that the rug has shipped. When you call customer service, all one gets is the runaround. Placed on incessant hold, where nobody comes back on the line. If you call back and ask to speak with a supervisor, you also get put off, "he was in a meeting". Its nonsense. They will not refund the money. DO YOURSELF A FAVOR AND DO NOT BUY ANYTHING FROM THESE MORONS.

I purchased 3 small rugs from RugsUSA. The rugs are beautiful in appearance however instantly they began deteriorating releasing large tufts of wool everywhere. I thought it would stop if I vacuumed them but as fast as my vacuum filled with wool more and more shed, what a mess. I am attaching video & photos to show you what I am talking about. I have owned wool rugs for decades an this has never happened. I complained to Rugs USA and they offered me a discount if I would keep the rugs as a finale sale. I decided to keep the discounted rugs and put them in my travel trailer and think of them as disposable since at the rate they were shedding their wool they would not last long. So I told the customer service rep with the discount I would keep the rugs once I agreed to keep the rugs I was asked to jump through one hoop after another to receive the discount. I sent them pictures of sku numbers, descriptions of the defect, pictures of bundles of wool, video of me vacuuming and the vacuum bag as it filled with wool. They just kept asking for more & more evidence until I realized I was being jerked around an would never receive a partial refund and I became fed up an decided to cut my losses write this review and warn others that RugsUSA does NOT stand behind their product or value their customers and will jerk your around and never give you the discount they promise. BUYER BEWARE! Not sure what's wrong with these rugs they may have had some type of wool eating insect munching on the wool ( I fumigated them)or they may just be dry rotting I don't know but something is definitely causing them to shed massive amounts of wool and as beautiful as they are i have a constant mess to clean up an know they will not last for long at this rate.
I DO NOT RECOMMEND RugsUSA!

I bought this outdoor rug for my patio and upon rolling it out, loved it. The colors were bright and vibrant. However within a month or two, the colors faded---orange became yellow, etc. I was OK with that, however within 6 months, the edges and corners began fraying, so much so that people trip over it. When I phoned RugsUSA (calls are not within the USA however), a supervisor told me that they can only replace or guarantee up to 90 days. So, be warned, this $200+ rug is only good temporarily. I would not do business with a company that does not reasonably stand behind their product.

I am writing this review - BUYERS BEWARE. The company sold me a BUG INFESTED RUG and then refuses, despite many assurances that it will make things right, to pay for the damages its product causes.

I ordered a rug from Rugs USA in June of 2020. When it arrived, the package had a strange odor; like it had been sitting in a damp basement for quite sometime. I assumed it simply got wet during shipping.

Upon opening the package and unrolling the rug in my home, I was shocked to, literally, see HUNDREDS of dead and alive INSECTS in the packaging and in the RUG itself. It was one of most disgusting sights I ever seen; even though I was a Public Health Inspector/Director for over 30 years.

The infestation of insects was so invasive and, apparently, for so long a time that it had actually eaten/destroyed sections of the wool rug. I was disgusted and physically sickened at the sight/smell of a rug full of insects inside my house.

I immediately called Rugs USA and sent It photos. They returned my payment for the rug, but I never received, despite numerous promises that they would take responsibility, reimbursement for the extermination and cleaning of my home. I even provided, as they requested, documentation of the costs.