Michelle R.

This review is regarding my experience thus far. It is not related to the rug I purchased five days ago because the rug has yet to ship. Rug ordered Friday 6/4@ 5am EST. 6/5, email received from Rugs USA with FedEx tracking number and an estimated delivery date of 6/4. Sunday 6/5, no package delivered. Rugs USA order tracking no longer provides an estimated delivery date. No information from FedEx using tracking number. Call FedEx 6/7. They explain that the label was created but the item not yet given to them for shipping. Tuesday 6/8, Rugs USA customer service phone support apologized for the delay and asked me to call back on 6/11 if still no tracking update so the item can be considered lost. Unable to cancel my order at this point. Wednesday 6/9, called Rugs USA to speak with a supervisor. Apparently their business operations does not participate in corporate hierarchy because my request was dismissed both on 6/8 and 6/9. I did however receive a 10% discount simply because I brought to their attention the deceptive online marketing tool use to entice buyers to purchase within a certain time frame to have your order delivered on a specific expedited date. Needless to say, Rugs USA is having a difficult time fulfilling delivery promises. Hopefully the product outweighs their logistics operation. First time being charged for a non custom item and almost one week later item has not shipped out. It would be in their best interest to not charge payment method until item has actually been pulled from the warehouse to be shipped. Pay the couple extra bucks more and stick with Wayfair or Amazon of your not interested in delayed shipping dates.