Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two runners from Rugsusa.com. Both were returned. I only received refund for one runner. I have called numerous times and have been told refund coming but have not received anything. I am owed $121.37. Order number is Rusa807191. There phone number is **************. Order is in ******* **** name but I pd

  Business response

  12/13/2024

  We apologize for any difficulty this customer experienced receiving their refund. It looks like due to a system error, the customer was originally refunded for only half of their return, however, this issue was escalated, and the customer has now received their full refund. The first part of the customers refund in the amount of $121.37 was processed back to their card ending in 5008 on November 2. The second part of the refund in the amount of $121.40 was processed back to their card ending in 5008 on November 25. At this point, the full refund has been processed and we would consider this matter to be closed. The customer is welcome to reach out to our team at ******************************* if they have any further questions or concerns. 

  Business response

  12/17/2024

  Hello,

  We apologize for any difficulty this customer experienced receiving their refund. It looks like due to a system error, the customer was originally refunded for only half of their return, however, this issue was escalated, and the customer has now received their full refund. The first part of the customers refund in the amount of $121.37 was processed back to their card ending in 5008 on November 2. The second part of the refund in the amount of $121.40 was processed back to their card ending in 5008 on November 25. At this point, the full refund has been processed and we would consider this matter to be closed. The customer is welcome to reach out to our team at ********************************************************* if they have any further questions or concerns. 

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of this year I purchased a washable rug from this company online. I recently just had the opportunity to wash this rug according to the directions they have on their website for washing. This rug came out separated from the backing and all wrinkled up and totally unusable. I contacted their customer service and they refused to even give me a credit to purchase a new rug. Never mind a refund. This in my eyes is total fraud as this obviously was not a washable rug.

  Business response

  12/17/2024

  Hello,

  A Supervisor will be reaching out to you directy regarding this concern.

  Thank you.

   

• Initial Complaint

  11/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the handling of my recent order. I placed an order on October 21 for an item that was promised a delivery date between November *****. By November 15, there was no shipping update or movement. When I followed up, I was informed that the delivery date had been pushed back by two weekswithout any prior *************** is absolutely unacceptable for a company to make unilateral decisions that affect customers without informing them. This rug was needed by a specific date, and their lack of communication has cost me valuable time I could have spent sourcing an alternative.This level of service is appalling. Customers should not have to chase after updates, nor should they be blindsided by delays. A proactive notification system is the bare minimum expectation in e-commerce. Your disregard for customers' time and trust is deeply disappointing.I expect immediate action to rectify this situation, whether through expedited shipping, a discount, or other compensation for the inconvenience caused. Additionally, I urge them to reassess their communication practices to prevent such incidents in the future.

  Business response

  11/26/2024

  Hello,

  We appreciate your feedback regarding this concern. This is not the experience we want for our customers. 
  Your order was shipped and delivered on November 21st. Someone will be reaching out to you regarding this concern.

  Thank you!

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund and sent the product back. Thwy confirmed receipt of the rug but have not provided a refund. Its been about 1 month without refund. I was emailing someone about this and they have stopped responding. When I call they just telle it should process soon.

  Business response

  11/22/2024

  Hello,

  This is not the experience we want for our customers. Upon checking a Supervisor was able to assist with your concern and your refund was issued.

  Thank you.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for an item, and the item subsequently went out of stock. I spoke with two different customer service representatives requesting that the order be cancelled, since the item was no longer in stock. They both said they put in the cancellation request for the order, however, the order is still active and I'm being charged for the item.

  Business response

  11/15/2024

  Hello,

  This is not the experience we want for our customers and we apologize for the delay and any inconvenience this may have caused.

  This concern was escalated, your order is now cancelled and refund has been processed.

  Thank you!

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a rug from this company and when I attempted to return the rug in compliance with their published return policy, I was ignored by phone and email for 4 weeks. The company is intentionally making it difficult for consumers to return their products for a refund and they are acting in bad faith. Examples of my itneractions:- When I called their customer service line, I was informed I was in the return window but their computer systems were down so someone would call me back to help me initiate the return. No one called me back.- On Oct 16, I opened a support ticket asking to initiate a return because I could not online. A representative responded saying someone would send me a return label to ship it back.- As of Oct 25 I still had not heard form anyone and I reached out again asking them if they were intentionally trying to make my return window expire to make me ineligible for a refund. They responded asking me questions I had already answered. - On Oct 26 they responded claiming to have sent me a return label, which was never sent to me. - I informed them today that I am reporting to the BBB. It should not be this difficult for consumers to make returns. They are doing this intentionally.

  Business response

  11/06/2024

  Hello,

  This is not the experience we want for our customers. Upon checking, there was an issue with the return label not generating in the system, thus it was never sent to you via email as it should have been.

  We are looking into why this happened so that we can prevent this going forward. 

  A member of our team will be reaching out to you directly regarding this concern.

  Thank you.

  Customer response

  11/06/2024

  
  Complaint: 22483349
  
  I am rejecting this response because:
  
  This is not true. I emailed your support inbox at least 5 times asking for help and an update. I was intentionally ignored and asked questions in an attempt to delay or avoid my return. 
  
  Regards,
  
  ******** *****

  Business response

  11/15/2024

  Hello,

  We understand this issue was not handled properly and it was brought to the appropriate team for review. 
  We appreciate your feedback and we are sorry that your experience with us fell short of expectations.

  A Supervisor contacted you on 11/6 to apologize and update you regarding your refund that was processed.

  Thank you.

   

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order two rugs, of which I immediately tried to cancel. Even with calling within 5 minutes of ordering, they were told they were only able to cancel one rug. For the other, they would have it redirected back to their warehouse. They said I would not get charged for either rug. I was however charged for both rugs. Neither rug got delivered to me. They were able to reroute back to sender. I then contacted support to get the refund for the rugs that were never delivered. After about 15 emails back and forth of the RUGSUSA support telling me to "ask a neighbor", I decided to contact by phone. Mind you- the tracking showed the rugs were returned to where they were originally sent from. After about a 30 minute phone conversation and them looking up the info- agreeing that they indeed had the rugs and would issue a refund, I got the email stating they issues a refund for (1) rug. I am now continuing to go back and forth with emails to try and get the 2nd rug refunded. I have spent HOURS trying to get back my money for a product never sent. I would NEVER order from this company again.

  Business response

  10/22/2024

  Hello,

  We apologize for any inconvenience this may have caused. 
  Unfortunately due to our fast order processing speeds, we are unable to guarantee the cancelation of any order after placement. 
  However, we did request to have the item returned to sender that we could not cancel since it was already pulled for shipment.

  As for how the issue was handled, this will be brought to the appropriate team for review as this is not the experience we want for our customers. 

  The full order has been refunded.

  Thank you.
  

• Initial Complaint

  10/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered 3 rugs from Rugs USA.order number #RUSA ******. They were of very poor quality and not as depicted on their website.they came together by ***** in one ******* they say I have to send them back individually and pay a total of $45 for 3 very small light rugs. 2 of the rugs were 2 by 3, I paid $27.16 plus tax each and i am getting a refund of $12.00. The other rug was 3 by 5, I paid $59.95 plus tax and they are refunding me $46.31.They state that returns should be in original packaging so therefore i should be able to send them together in the same box.I would never have purchased them if i had known their return policy was so terrible.thank you

  Business response

  10/14/2024

  Hi, 

  Upon checking it looks like you have not been in contact with our **************** team for assistance. We will have someone contact you directly regarding this concern.

  Thank you!

• Initial Complaint

  10/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an online purchase from Rugs USA (****************) on August 30, 2024 (Order #***********. After I made the purchase, I receive a message that one of the four pieces (ordered as a set) was on back order with estimated date of 9/26/24. Since I did not receive any updates, I contacted the company today. I was informed that the earliest the company will have the rug in stock was 11/4/2024. Since this is too late for me, I requested a return of the matching pieces and was told I would have to pay for the shipping. This is unacceptable since I was not informed of the backorder prior to purchase and I cannot use the other pieces since the backordered piece is a coordinating piece. I believe the company should provide a refund and be responsible for arranging and covering the cost of return shipping.

  Business response

  10/11/2024

  Hello,

  We understand your concern and someone will be reaching out to you directly regarding this.

  Thank you!

  Customer response

  10/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two rugs and was sent a package with 1 different rug. I contacted customer support and, after several days with no reply, I was told that they don't have the rugs I paid for in stock... suddenly. They sent me a return label for the incorrect rug but the file is broken. Customer support will not reply to my emails. This is obviously some kind of scam.

  Business response

  10/11/2024

  Hello,

  We apologize for any inconvenience this may have caused. A supervisor is reaching out to you directly regarding this concern.

  Thank you!

  Customer response

  10/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have provided the requested information no less than three times. Look it up. 
  Regards,
  *** ****

  Business response

  10/18/2024

  Hello,

  We sincerely wish to help you regarding this concern. However, upon reviewing the interactions with customer service, it seems you mentioned receiving a wrong item, but you had 2 items on your order.
  We still need to verify which item was the incorrect one so that we can refund you accordingly.

  We apologize for any inconvenience, but we would need confirmation from you stating which item was received and was correct and which item was received and was not correct. 
  Or we would need confirmation that you did not receive the 2 rugs on your order at all, but instead only 1 rug that was not correct.
  

  Once confirmed we can definitely assist you with the refund. 

  Thank you.

*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. ↩