Sept. Of 2019 began looking for a new rug at a doable price. Had bought from erugs.com before, but their prices were a little too high this time around so I checked out rubgs.com which had a lovely selection and price, at least the picture was gorgeous. I checked the rug out on 3 different sites and the picture was the same, thick gorgeous 2-1/2" high pile infinity shag, but no reviews on any of the sites. I assumed it was a newer item from Turkey and after checking out hundreds of area rugs over 5 sites, went back to rugs.com with every confidence that I'd done my homework. This website had beautiful rugs and many, many 4 & 5 star reviews. The rug I got weighed no more than 25 lbs., I'm a 76 yr old female and I carried it down 9 steps to my apt., opened it up and honestly did not know what I was looking at. Looked nothing like the picture, was laying down in every direction and looked like straggly, sparse witches hair. I knelt down and could see each individual fiber, where it was looped and the entire carpet backing. When I stepped on it, it was like walking on the floor because there wasn't enough carpet to give it any cushion. Maybe the machine ran out of carpet or maybe they are all like this I don't know. What I do know is this: cust. Serv. Is easy, they responded to my email in 3 minutes, explained that it's hard to know If there is anything wrong with an item, whether it's a chair or a rug, as everything comes wrapped direct from the supplier, apologized In earnest, immediately emailed printable return labels and directions how to wrap for shipping and offered me fedex for $5.00 and returned payment the day they rec'd the rug and emailed me that info. They did say this rug was a new item which explains why there were no reviews. I'm just saying, what we all know, you can't count on the pictures. Was it just a bad apple?
In fairness to rugs.com, they have good standing as an etailer, and outstanding customer service. I might Give them a 2nd chance if I saw something wonderful. Has anyone else dealt with this company?