ComplaintsforRugs USA

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business has terrible customer service. I contacted the company to speak to a sales manager about a billing adjustment. I was informed customers cannot speak to managers, and if my problem was deemed important enough, someone would contact me in 24 hours. The person I was speaking to told me they could not even speak to a sales manager directly. What hierarchy puts the customer at the bottom, and deems them unimportant? That was a tactic to get me off the phone and not deal with my inquiry. Very frustrating and unprofessional.

  Business response

  11/23/2022

  Hello,

   

  Upon checking, we were not able to locate any orders in our system using the information provided, except for 1 order from 2015. 

  Are you able to provide the most recent order number so that we may check this for you?

   

  Thank you!

   

  Customer response

  12/05/2022

  
  Complaint: 18451374
  
  I am rejecting this response because:  

   

  Here is my order # WS5209570 

   

  They closed my case saying I do not have a current order. This is not true. I can also provide my credit card statement. This goes to show this company plays games. 

   

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

  Business response

  12/06/2022

  Hello,

  Thank you for providing your order number. This is not the experience we want for our customers. 
  Someone will be reaching out to you directly regarding this concern. 

  This will also be brought to the appropriate team for review. 

  Thank you.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent the same order twice to my house in multiple packages. I wanted to return all the packages including the random order that they sent twice and charge me twice (had a different order number too) and they are trying to charge me $40 for each shipping label. I requested that the one order that they sent by accident which is their mistake be free label since I didnt order it and they are still trying to charge me these labels. I have asked to talk to a manager and havent heard back. They are stealing from customers and doing this under the table.

  Business response

  09/07/2022

  Hello,

  We do see that this was resolved for you and all items have been returned/refunded. 

  Thank you!

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wrong item sent. Contacted customer service and they want all this documentation all though they messed up the order.

  Business response

  08/24/2022

  Hello,

   

  We are sorry to hear that you received an incorrect item. Someone will be reaching out to you directly regarding this concern.

  Thank you.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: July 3, 2022 Total: $227.01 USD Order #: WS4921545 In stock items typically ship within 2 business days. This item is noted as in stock but it's been 17 business days and no shipping information has been provided. My credit card has been charged in full. Rugs USA has offered partial refunds and to expedite the order, but the issue remains unresolved; the rug has not shipped.

  Business response

  08/03/2022

  Hello,

  We truly apologize for the delay in shipment as we were seeing longer than normal wait times for items shipping to ******.

  Your order has shipped and the estimated delivery date is 8/4. This may change depending on the carrier. 

  Thank you and sorry for any inconvenience this has caused.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My card was charged 4 times for a rug I never received. I kept trying to purchase it but your team said it was an issue with my bank. I called my bank and they assured me it was a system error from your side that kept rejecting the charges. My order never went through but I was charged FOUR TIMES for a rug. What kind of business are you people running? I am going to *** for wrongful charges, scamming customers and get your entire business shut down.

  Business response

  07/14/2022

  Hello,

   

  We truly apologize for any inconvenience this may have caused and we see that this was resolved for you on 7/13.

  We have passed your feedback on to the appropriate team for review.

  Thank you!

• Initial Complaint

  06/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My online account with RUGSUSA shows another persons personal order, billing and delivery address, and I was assured this person had not used my credit card information. However, with our two accounts merged, RUGSUSA assured me they would take care of it so my credit card information would not be accessible to this other person. However they repeatedly would not call me back or take care of this issue. I have asked repeatedly for at three weeks for them to delete my account but they will not.

  Business response

  06/23/2022

  Hello,

  We see that a Manager reached out to you with the resolution on 6/22. Your account has been deleted.

  Thank you.

  Customer response

  06/23/2022

  [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

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and was charged for 2 rugs 1/26/22 and was immediately notified my order was cancelled. I was told Via email I would be refunded within 10 days. I emailed in March asking about my refund and received no response. Its now 4/4/22 and still no refund. Email I was reaching out to doesnt work now. Ive been scammed out of $126 and some change. It shouldnt be this difficult to issue a ******* refund. *****. Scammers in **!! Very annoyed by this scheme and that I got duped.

  Business response

  04/06/2022

  Hello,

   

  First off, we would like to apologize as this is not the experience we want for our customers. Upon checking the order, it seems there was a system issue and the refund did not process. 

  We are truly sorry for any inconvenience this may have caused. 

  Your refund for the full amount has been urgently processed today, 4/6.

  Kindly allow 3-7 business days for the funds to post with your bank/financial institution. 

  Thank you.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The rug I ordered arrived quickly but with a severe mildew odor to the extent that just from opening one end of the packaging, you can now smell mildew in every room of the main level of my house. I went through their returns process, noting that the item I received was defective. The company originally seemed to accept my request for return with a waiver of the high cost return shipping, but then sent a message with its return labels stating that I must pay $70+ of the shipping costs out of pocket. Additionally, the rug pad I ordered to accompany has still not arrived. After I encountered this issue, I read reviews of other items on their site and found numerous customers with the same complaint - received mildewed item, company refuses to pay shipping for return of defective item. This problem is known to the company and they continue to ship defective products, relying on deceptive phrasing of returns policy and expensive returns to sell damaged merchandise at the same price as sound merchandise. When I was prompted to leave a review, I read the fine print in terms and conditions and found that the company reserves the right to "copy, modify, delete in its entirety" any review users leave. Lastly, the company falsely advertises in many places across the site "easy returns for 30 days" and "no hassle returns" when in fact, attempting to return this defective item can only be described as difficult and an enormous hassle.Additional documentation avail on request.

  Business response

  03/03/2022

  Hello,

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

  I see that the return label fee was waived for the rug and a full refund was processed. 

  A refund was also processed for the rug pad on your order. 

  Thank you.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Besides waiting a couple of months to receive the product and then discovering that the color was pink, rather than the orange described, the company only offers a return on the top part of the rug. It is a two-part system. They do not tell how much it will cost to return the rug until the return has been processed, but it is at the buyers expense. Advertising easy returns on the website is not true.

  Business response

  03/01/2022

  Hello,

  We apologize for the delay in shipment and for any confusion our Return Policy may have caused. While we do offer free shipping to our customers, we do ask our customers to pay for the return shipping cost. 

  We do have all Return information/policies listed in our FAQ page on the website for reference. 

  An Escalation Specialist has contacted you as of 2/7 regarding your order concerns. 

  We appreciate your patience and thank you for allowing us to assist.

   

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase from Rugs USA on 1/18. I was immediately notified that this item was no longer in stock and that a refund was owed to me. I was told that it would take UP TO 10 business days for a refund...It is 2/2 and I am still waiting. This business is so shady and I wish I had never placed an order with them, should have listened to these other folks with similar complaints. I am owed ***** for an item which was never shipped, which was known immediately to be out of stock. Refunds can be issued instantaneously from most companies. Now, I have received an email stating that my refund will come in the next **** business days...oh, and I have no lamp to show for all of this trouble. I don't trust that I will receive anything based on all these other complaints. Why does it take twenty business days to issue a refund for a product that they don't carry, which was never shipped/returned? This is so shady.

  Business response

  03/03/2022

  Hello,

  We apologize for the delay regarding your refund and I see that an Escalation Supervisor was able to speak with you regarding this matter on 2/2.

  An urgent refund was processed on 2/2 for the cancelled item.

  
  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. ↩