Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 items from RugsUSA. The most expensive one arrived with stains and damaged fabric. In order to return a damaged item, they charged $35. I would understand the refund charge for a normal return, but not when the item was delivered damaged to my home.

  Business response

  01/21/2025

  Hello,

  We are truly sorry to hear that the item you received was damaged. This is not the experience we want for our customers.

  Our **************** team asked for images of the damaged item, as they are required by our *********** so they can review and advise accordingly on next steps to resolving the claim.

  We would not expect our customers to pay to return a damaged item.
  If images are sent, we can have them reviewed and provide an appropriate resolution.

  Thank you.

   

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a rug and rug pad that said in stock online. 2 weeks later only the rug pad came. I checked my shop app and it had no explanation so I had to chat with a representative at rugsusa who tells me the item is out of stock. I received ZERO communication about this, and they took my money. SO why on earth would they still take my money if it is out of stock? The representative is assuring I will get a refund. But if I hadnt reached out they would have just done NOTHING!Please believe that I will be on top of this. This company is a waste. FRAUD. DO NOT USE THIS COMPANY!!!

  Business response

  01/17/2025

  Hello,

  It is not a common occurrence, but occasionally, when the warehouse goes to pick an item, they are not able to locate that item or find one that is in a salable condition. That team communicates to our customer service team, who generally reaches out to the customer. In this case, an error was made and no communication was sent out. This was an unintentional mistake, but we understand how it has negatively impacted this customer's experience with us. Please be assured that we are doing a thorough investigation on our end to see what went wrong here.

  Once the customer pointed out this error to us, we corrected it right away by fully refunding them for the item not sent and we refunded them for the item they did receive with no return requested as an additional apology.

  Thank you.

   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about November 30, 2024, I ordered a rug with a rug pad from Rugs USA. On or about December 16, 2024, the package arrived at my home with a rug pad but no rug. Rugs USA has refused to refund my money without "proof" that the item was not delivered. I have spoken to several people and received no help. Moreover, when I asked the customer service provider to connect me with a manager, I was told it was against company policy to transfer customer service calls. In other words, ********************** refused to provide me with an actual decision-maker and instead directed me to their online portal, which also provided no help. I'm deeply concerned that I'm being ripped off, as I have neither my money nor my rug.

  Business response

  01/14/2025

  Hello,

  Upon reviewing the order, I see that this was escalated to a Manager and a replacement was issued for the item that was lost.

  Please note, whenever an item is lost in transit, it is policy that we receive the appropriate documentation/images so that we can file a claim with the carrier.

  We truly apologize that you did not receive item and any inconvenience this may have caused, as this is not the experience we want for our customers.

  Thank you.

   

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a rug from Rugs USA on 10/14/24 and still have not received it. It was back ordered and set to ship on 10/31/24. I filed a complaint with the company on 12/2/24. They refunded me 10% of the rug cost as a way to apologize for the delay. They reassured me that the rug now has a 12/3/24 restock date and will ship then. Today is 12/26. It now says the item is out of stock. I paid for the product as well as a matching rug pad. This is dishonest business practice. If an item does not exist or has no stock, they should be allowed to take a costumers money and sell other associated products. It has now been over 3 months since I paid for the rug and rug pad. I have a rug pad with no rug. I would like to receive the rug that I ordered.

  Business response

  01/23/2025

   

  22731854-****** *******

   

  For this one, a supervisor contacted the customer and a full refund was issued for the order.

  We cancelled and refunded the out of stock rug and refunded the rug pad they did receive as an additional courtesy.

  *********

• Initial Complaint

  12/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Website says good for vinyl flooring. Mfg of the pad states for hardwood floors and carpet not vinyl. Company will accept return only if I pay $20 return fee. This is unfair as product does not meet requirements.

  Business response

  01/14/2025

  Hello,

  We truly apologize for any confusion this may have caused. The item was mislabeled by the manufacturer and is able to be used on Vinyl Plank flooring. 

  You have been refunded the full amount for this order.

  Thank you.

• 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

  11/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered a rug from RugsUSA.com and it was not delivered. They will not refund my money.

  Business response

  12/17/2024

  Hi *******,

  We see that you ordered 2 qty of the same rug, but only received 1 qty. We confirmed that the rug you ordered was unfortunately out of stock and could not be shipped.

  We apologize for any inconvenience this may have caused as this is not the experience we want for our customers.
  

  The missing qty has been cancelled, but unfortunately, due to a Chargeback on the order we are unable to refund at this time. 

  Should you decide to cancel/drop the dispute then we will be able to refund you on our end. If not, we understand and you will have to wait for the dispute to be resolved by your financial institution.

  Thank you.

  Customer response

  12/19/2024

  
  Complaint: 22621237

  I am rejecting this response because: 
  

  This is in reference to 72277349FE2A0. Rugs USAs reply said they cannot refund my money until I drop the charges. So I will drop the charges. If they do not refund my money promptly without making me wait until the rug is back in stock (which is what they originally told me would have to happen regardless of how long, it took and no idea when it was expected to be in stock) then I will have to open a new dispute.

  
  

  
  
  
  
  
  Regards,
  
  ******* ******

  Business response

  12/30/2024

  Hello,
  We see that you ordered 2 qty of the same rug, but only received 1 qty. We confirmed that the rug you ordered was unfortunately out of stock and could not be shipped.
  We apologize for any inconvenience this may have caused as this is not the experience we want for our customers.
  
  The missing qty has been cancelled, but unfortunately, due to a Chargeback on the order we are unable to refund at this time. The chargeback is still pending and not allowing us to refund on our end.
  Should you decide to cancel/drop the dispute then we will be able to refund you on our end. If not, we understand and you will have to wait for the dispute to be resolved by your financial institution.
  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.

*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. ↩