Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my first order and the site says all three items were delivered but they weren't. I reached out and was told it would be delivered separately and to check status on their site. The site says it was delivered with the rest. However, they weren't. I just want the rug out of the three I ordered as I ordered 2 and only have one for the kitchen.

  Business Response

  Date: 03/12/2025

  Hello, *******. Thank you for reaching out, we are sorry to hear that you have had trouble with the online order tracker and we apologize for any confusion or upset this may have caused. We would be happy to further look into your order and the current status of your item.

  Upon checking Order 8861676, we are happy to see that all items now show as having been successfully delivered as of 03/11/2025. We have included the tracking numbers here for your reference (all items are shipped via FedEx*): 285959451172,285963258255, and 286217447089.

  As mentioned in your initial correspondence, multi-item orders may ship separately and at different times due to our made-to-order process. We do again apologize for any trouble our online tracker caused but are happy to see that you have since received the last item in your order and hope you are enjoying your rugs! If you have any other questions or concerns, please do not hesitate to reach back out at anytime. Our ************* team can be reached at *********************************** if needed.

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  honor customer service info. we purchased two rugs and the dye is not fully coloring the entire tufted fabric (only 1/3 of tuft lengths), so we were going to exchange these during the seasonal clearance and have screen shots of how those prices were reflected in our cart during the exchange. due to health issues, we postponed the exchange and checked with customer service on the sale end date, which they said was Feb 1. on Jan 30 (2-days prior to Feb 1) we went to finalize our exchanges only to find the sale had ended and the new customer service representative is totally confused by the screenshots we shared and oblivious to our need for honoring the exchanges reflected in screenshots from Jan 20.

  Business Response

  Date: 02/14/2025

  Hello, Codie. Thank you for reaching out, we are sorry to here about the trouble you have experienced regarding your exchange and would be happy to look into your order!

  We reviewed your Order 8651011 as well as your previous correspondences with our ************* team and are happy to see that you were able to further follow up with our team and set up a return for your Rug Covers! We do also see that an extension on the seasonal clearance pricing/discount was confirmed and honored due to the situation at hand - feel free to reach back out and contact our ************* team at ************************************************************ at any time to redeem it, as discussed in your previous correspondences.

  We do again apologize for this experience and any trouble or frustration it may have caused. We are glad our team was able to assist with providing a return as requested and if there is anything else we can assist with at this time, please let us know!

• Initial Complaint

  Date:01/30/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I still have not received my order ******* and it has been over a week, please help Ruggable as I was told I would receive a refund for the order since it has not arrived; Please help me as it still hasn't arrived;

  Business Response

  Date: 02/03/2025

  Hello, Eallanos. Thank you for reaching out, we are sorry to hear about this experience and would be happy to assist.

  After reviewing your Order 8721554, we are happy to see that you were able to get in touch with our ************* team and a refund has since been processed. To confirm, a full refund for your Order 8721554 was credited back to the original form of payment on 01/31/2025 as you declined replacements. It can take up to 3-5 business days for refunds to process and the funds to be made fully available back in your account. 

  We are glad our team was able to help with your order and if there is anything else we are able to offer assistance with at this time, please let us know.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rug online on December *******. The rug arrived on Jan. 5, 2025. They sent the wrong rug. I took a picture and sent my original order email to the customer service contact. They responded by asking my to package up the incorrect item and asking me to take it to ***** to send it back. I did that. I then received numerous emails asking me to rate my new rug. I didnt get my new rug. **************** ignored my messages and did not answer phone calls. After multiple days, someone did respond and said sorry they messed up the order. When I track the order now, it says the rug still hasnt been created. I understand the company is in ********** but the warehouse is in ******* so dont tell me the California fires have impacted this. I received another email asking how my new rug is and I still have not received the rug I ordered and paid for. I have no indication from Ruggable that I will even get the rug. They have my money $160. Im paying interest on my credit card for something I do not have. Their customer service is horrible and it appears they also steal peoples money.

  Business Response

  Date: 01/28/2025

  Hello, ****, thank you for reaching out providing your order information and details. We are terribly sorry for this experience and are happy to further look into the matter and provided further assistance!

  After reviewing your Order 8610634, we are happy to see that your replacement shows as having been finalized and shipped. According to ****** it appears your replacement Rug Cover was delivered on 1/24/25 at 10:31 AM. We are glad this has since been received but do apologize for the previous delay. At this time, it looks like your order and replacement have been completed. If you had any further questions about your order or if there was anything else we could provide assistance with presently, please let us know. You are also more than welcome to reach back out to our ************* team via email at support @ **************************, if ever needed.
  

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this rug for the area in front of my kitchen sink and now my floor is ruined. I put my dogs water bowl there and i guess my not being able to see the water go through the rubber ***** caused it to penetrate the floor. There are water or urine ****** on the bottom of the rug and my floors are ruined. The floor creases line up exactly with the lines in the bottom of the rug. I noticed this in a different room where a dog peed but I smelled it and caught it in time, I started checking other areas and my kitchen floor is ruined.

  Business Response

  Date: 01/24/2025

  Hello, *****. Thank you for reaching out, we are terribly sorry to hear about this experience and the trouble you have had with your rugs in regard to your flooring.

  In this instance, we have flagged the matter to our team and a member of our team will be reaching out shortly via email to request additional information from you to help determine the extent of the issue at hand and how to best proceed moving forward. Please note the email was sent to your email that is listed and on file with your account/orders, ********************** If you have any additional information to share, questions, or concerns please do also feel free to follow up with us in that thread and our team would be happy to further assist.

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rug from Ruggable. It was delivered on 12/5 with a hole in it. I sent an email to customer service on 12/5 with my order number and a photo of the defect. They responded that I likely didnt know the difference between a hole and the pattern on the rug (the hole went all the way through the rug, it was clearly not the pattern), and they demanded additional photos. After sending additional photos they told me that I did not need to send back the defective rug, and they would send me a replacement. As of today (1/4) I still have not received the replacement rug, and when I reached out to inquire on the status of the replacement, they demanded more photos and then stopped responding when I pointed out that I had already sent them multiple photos and they had already agreed to send me a replacement and I just wanted to find out what was up with my replacement. Clearly they are hoping that customers will just give up if they deflect and deny long enough.

  Business Response

  Date: 01/14/2025

  Hello, ********. Thank you for reaching out, we are sorry to hear about this experience regarding your rug and would be happy to further look into the matter and assist with your rug!

  After revieiwng your Order 8348942, we are happy to see that a new replacement was added and shows as having been delivered on 1/9/25 at 1:47 PM ****** Tracking Number: 284051076130). We do apologize for the trouble regaridng your initial replacement as we do see there appears to have been issues with the original item and label, but we are glad that our team was able to assist in getting a new replacement set up!

  We hope you are enjoying your new rug. If there is anything further we may assist with in regards to this order/item, please let us know. You can also reach back out to our ************* team via email at ********************************** at anytime, if ever needed.

  Customer Answer

  Date: 01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 18, 2024 I order a rug called: Rayne Pink & Orange Tufted Rug. Note the title has the word "ORANGE" in it, however there is not a stitch of orange in this rug. Even the trim/edging is beige. It is mostly pink and WHITE. I complained and wanted a return with full refund because it is not as described, the rug does not contain any of the color in the title of the rug - orange. **************** reply said "Color discrepancies can sometimes occur due to lighting. " What a dishonest response! This has absolutely nothing to do with lighting. I have the rug called "Pink and Orange" on Ruggable's website, here with me; I am here looking at it in person in all manner of light throughout the 24 hours that I've had it. There is no orange in this rug in ANY lighting! Do I need to buy a box of crayons to place next to the rug in a photo so customer service can understand that there is nothing even remotely close to "orange" in this rug????This rug's online description says that there is orange in it. Because I know there can be color discrepancies when looking at a product on a computer monitor, I trusted the description. The description was not accurate. I want to return the rug for a full refund. I should not be out of pocket a ***** due to Ruggable's careless inaccurate description, and automated customer service that doesn't really read the complaint and reason for return.

  Business Response

  Date: 01/14/2025

  Hello, ****. Thank you for reaching out, we are sorry to hear you were not entirely pleased with your order and would be happy to further look into the matter and assist as needed.

  After reviewing your Order 8560574, we are happy to see that you were able to further follow up with our ************* team and this order has since been returned and refunded. To confirm, a refund for your order was processed on 01/06/2025 back to the original form of payment. We are again sorry for this experience and that the rug did not meet your expectations but we are glad that our team was able to further assist and get a return set up.

  If there is anything else we may offer assistance with at this time, please let us know. You can also reach our ************* team at ********************************** at anytime, if needed.

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am emailing to follow up with my order *******. My rugs have been delayed None of my rugs have come in and it has been 3 weeks; please advise what can be done;

  Business Response

  Date: 01/08/2025

  Hello, ******. Thank you for reaching out - we are terribly sorry to hear that you have not received your order and would be more than happy to further look into this matter!

  After reviewing your Order 8543390 and account, we are happy to see that you were previously able to get in touch with our ************* team via phone/email and they were able to assist with resolving this matter. To confirm, your Order 8543390 has been refunded in full as of this time due to the troubles with delivery and recieving your items as mentioned in your initial inquiry. Your refund was processed back to the original form of payment and can take up to 3 to 5 business days to fully process and be made available back in your account. No further action is needed from you at this time regarding your order and it appears the issue at hand has been resolved accordingly with our ************* team!

  We do again apologize for this experience and any inconveninces it may have caused but we are glad our team was able to assist with a resolution! If you have any other questions or concerns as of this time, please do not hesitate to reach back out to us at ********************************** at any time. Otherwise, we wish you a wonderful rest of your day.

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent the wrong rug and they want me to return the wrong rug before i can get a refund. I am currently travelling and do not have time to clean up their mistakes.

  Business Response

  Date: 01/08/2025

  Hello, *******. Thank you for reaching out. We are sorry to hear that you have had a less than satisfactory experience with your order and would be more than happy to look into the matter and assist as needed!

  Based on the information provided, it seems this is in relation to Order 8560906. After reviewing your order and account, we are happy to see that you were able to get in touch with our ************* team via email at ********************************** and a resolution has since been able to be reached! Order 8560906 has been refunded in full as of this time and no further action has been requested of you regarding this order. We do again apologize for any inconvenince or frustration this may have caused but are glad to see it was able to be resolved with our team!

  If you have any other questions or concerns as of this time, please do not hesitate to reach back out to us at ********************************** if needed. Otherwise, we wish you a lovely rest of your day.

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased rug and rug was shipped. Something happened with ***** and my purchase is now missing prior to delivery. Ive reached out to Ruggable several times and they refuse to help. Contacted ***** who said that Ruggable has to contact them. Again, Ruggable refuses to contact *****

  Business Response

  Date: 01/02/2025

  Hello, ******. Thank you for reaching out, we are sorry to hear about this experience and would be happy to further look into the matter and see how we can best assist.

  Using the information provided, we were able to locate Order 8368178 which looks to be the order you referenced in your message. We do apologize as we see there are issues regarding the tracking and delivery of this order. With that said, we are happy to see that you were able to follow up with our ************* team via email and they were able to assist with getting a replacement set up per your request!  Your replacement item is currently in our queue and being worked on by our fulfillment team - once it has been completed, a new shipping confirmation email with a new tracking number will be sent to you to provide greater insight into a delivery date/timeline.

  We are again very sorry for this experience and any inconvenince it may have caused. We are glad our team was able to help in getting it corrected and if there is anything else we can assist with at this time, please do not hesitate to reach back out at anytime.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22745497
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/22/2025

  I still have not received my order. Ruggable is not providing me with status updates. I reached out again due to no response or update. I was advised my replacement rug failed quality inspection. Now, I guess Im on my 3rd try to obtain my purchase. No shipping date provided. We are now almost 60 days out from when I ordered and 40 days past my original delivery date. 
  

  Ruggable has offered no communication unless I prompt them. 

  Business Response

  Date: 01/24/2025

  Hello, ******. Thank you for reaching out and providing us with that information. We are sorry to hear about this experience and are happy to further look into the matter to see how we may best assist.

  Based on the information provided, it appears this is related to your Order 8368178. We are happy to see that you recently got in touch with our ************* team via phone and email. To confirm, the representative who assisted you * Lauren * has already applied the 15% refund/discount as discussed and has also flagged your order to the appropriate supervisor to help ensure the order is prioritized. Your Order 8368178 has been recenty updated within our queue and has been flagged to ensure it is rushed/prioritized with our fulfillment team. As of this time, it has not yet been completed/fulfilled and we are unable to provide a new tracking number, however, once it has been shipped you will receive a new shipping confirmation email with a new ***** tracking number that will provide a more precise timeline for delivery expectations.

  No further information or action is needed from you at this time and your order has been appropriately flagged and rushed to ensure it is shipped out as promptly as possible. We do again apologize for this delay and any frustration or inconvenince it may have caused. We are however happy to see that you were able to get in touch with our ************* team and that a resolution has been put in place and is being worked on as we speak. If there is anything else we may assist with at this time or any other questions you have, please do not hesitate to reach back out at anytime. You can follow up with our ************* team via email at support @ ************************** at anytime, if needed.