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:09/14/2023

  Type:Service or Repair 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 purchased a 5x7 area rug a little over a year ago. I did not open the rug for several months, I was moving into a new home. The rug was perfect when I did lay it down. The rug is in a low traffic area, I used a non-beater vaccume attachment to clean the rug as reccomended by the seller. The other day I noticed freying around the edges. Bottom line, the rug is unraveling, the backing is coming through. Its falling apart. All I get from Rugs Direct is my 14 day window of opportunity for returns has closed. The company rep keeps accusing me of mishandling the carpet. I'm 70, I live alone, I have no pets, no children, yet these are the "concerns" for Rugs Direct. I have multiple exchanges and sent dozens of photos the rep did not even look at. I have this confession in an email. What's the point of having a customer service person who doesn't read the complaint. All I received from ever was a format reply. We are sorry...bla. bla, bla...

  Business Response

  Date: 09/15/2023

  Hello,

  We have a 30 day return policy and a 14 day claim policy.  Our customer support team did have you send us pictures and it appears that something took a patch of fabric out of the end of the rug. This is not a manufacture defect.  The vendor also denied us filing the claim over the timeframe.  We informed you that we would issue you a courtesy credit of 20 percent and provide 15 percent off a replacement rug.  We are not able to file a claim for you. 

  RETURN POLICY

  What is your return policy?
  If your purchase is not the perfect match for your space, you can return the item within 30 days of delivery.
  In order to complete a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs. Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by a number of factors including item length, transit distance, fuel surcharges, etc.
  The item must be in its original condition and packaging to be accepted.
  The following items may not be returned:
  Samples (note: if you purchase a sample and then subsequently buy a 5' x 8' rug or larger from the same collection, we will credit you for the full purchase price of the sample rug)
  Custom items
  Made to Order items
  One of a Kind items
  Clearance or Closeout items
  Some pillows, poufs or other accessories
  Rug pads that have been opened
  Items marked as "Final Sale"
  Note on color: The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size.
  
  To start your return, click here.
  PLEASE NOTE
  No returns will be accepted after 30-days of delivery.
  Damages and manufacturing defects must be reported within 14 days of delivery. For assistance with a damaged or defective item, please see below, or contact customer service at **************.
  The returned item must be in new condition. If it is soiled or damaged, it will not be approved for a refund. Do not fold, staple or tape any surfaces of the item or rug.
  No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without an RA# or shipped to the wrong address will incur additional freight costs and a 20% service fee.
  Please allow 1-2 weeks to process your credit in the original form of payment, after the returned merchandise is received in like-new condition.
  Custom-made, special edition, clearance, personalized, sample items, or any item that is marked non-returnable or final sale are not returnable.
  Rug pads that have been opened may not be returned for credit.
  What if my item arrives damaged or defective?
  If your item arrives damaged or appears to have a defect, you must contact customer service within 14 DAYS OF DELIVERY.
  Note on size: Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but considered normal characteristics. Due to the rug washing process, shrinkage can be unpredictable.
  Note on shedding: All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.
  Please provide us with the following information and that will help us efficiently review your claim:
  1. Include your order number.
  2. Briefly describe the issue.
  3. Photos are required to best accommodate you. Include photos that show any issue with the rug, including the packaging and the label on the back of the rug. Close-*** and pulled back images are also helpful.
  4. Let us know if you would like to receive a replacement of the same item, or if you prefer a refund without a replacement.
  Note that if approved, you will receive a refund either way; the replacement order will be charged as a separate transaction at the time of shipment.
  Once we receive this information and photos, we will get back to you as quickly as possible. In the meantime, prepare the item(s) for shipping. Rugs must be completely covered in plastic to ship appropriately.

  Sorry for any inconvenience.

   Sincerely,************************* Senior Manager of Customer Service, Rugs Direct + Lightopia ************** rugsdirect.com | lightopia.com

  Customer Answer

  Date: 09/18/2023

  The problem has been resolved. Please retract my case.

• Initial Complaint

  Date:05/29/2023

  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.

  Reached out to Rugs Direct Multiple times, cannot ever get anyone on chat, phone or email. I need a larger rug from the one I ordered in May. For a $322 outdoor lightweight patio rug that included free shipping they are trying to say it's $190 to send the rug back. This is price gouging and completely unacceptable. They want 59 percent of the value of the rug just to ship it back! I am willing to pay the difference in rug price which is $144 but certainly not an additional cost. I'm happy to swap the rug out when they deliver the new rug. There is never a supervisor or manager to speak with. Terrible experience with zero resolution. I work with many furniture and rug businesses and this has by far been the worst.

  Business Response

  Date: 06/14/2023

  Hello,

  I emailed you on 5/30/2023 answering your complaint about this situation.  I reduced the shipping to $160.00 and placed the new order for you providing you with a supervisor 20 percent discount. 

   Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by a number of factors including item length, transit distance, fuel surcharges, etc. and we state online that return shipping is at our customers expense. 

  Sincerely,************************* Senior Manager of Customer Service, Rugs Direct + Lightopia

• Initial Complaint

  Date:08/02/2022

  Type:Product 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.

  On 6/22/22 I ordered a rug from Rugs Direct. It was defective and they agreed to replace it. The process was explained that they would send me paperwork to return the rug, they would charge me for a second rug and credit me when they receive the defective rug. On 7/22 they charged me for the second rug and shipped it. It was scheduled to be delivered on 7/27/22. However it was lost by their shipping company. I have asked for a refund but Rugs Direct says I have to wait 30 days before they will replace or refund. This is not noted in any paperwork or on their website. When I I asked where this is noted, how I would have known this is the policy, they said it was the freight companys policy. I did not contract with that company, Rugs Direct did. Now Rugs Direct has my money ($672.58), the freight company has my rug (lost it) and I am told to wait 30 days for any resolution. No one from Rugs direct or the freight company has reached out to me one single time to communicate any steps being taken to remedy the situation, I have had to call them for updates.

  Business Response

  Date: 08/08/2022

  Hello,

  Thank you for taking the time to provide your feedback. I'm so sorry to hear you had a frustrating experience. We apologize that our service did not meet your expectations. On 6/21/2022 you placed an order, when delivered it was damaged we placed a claim for you.  You received credit on 7/29/2022.  Your replacement order shipped on 7/21/.2022, it appears *** has lost the package.  We have processed a claim with ***, it can take up to 30 days, as soon as *** closes the claim we issue you credit.  If it goes over two week Rugs Direct will issue you a credit and take it up with the shipping company.  The last scan we show was 7/26/2022.  I have escalated your complaint to my *** representative to see if we can get more information.  We will keep you  updated throughout the process.  

  Sincerely,
  Annette P**********
  Senior Manager of Customer Service, Rugs Direct + Lightopia
  **************
  rugsdirect.com | lightopia.com

  Business Response

  Date: 08/15/2022

  Hello,

  It was explained in  detail when this claim was issued if the rug is found it will be delivered to the customer.  The rug was found and will be scheduled for delivery to the customer.  We have emailed the customer the following information.  If ABF reaches out the customer will need to schedule delivery.  

  This is the policy for lost items.

  Annette P*********

  Customer Answer

  Date: 08/25/2022

  [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.  However, I want to point out that the information provided by rugs direct stating they would offer a refund after two weeks (of the rug being lost) was never communicated to me and when I contacted Rugs Direct and asked for that option they once again said no refund until you wait 30 days. The rug was found after3 weeks and delivered.  It was damaged and has since been returned for a refund. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/04/2022

  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.

  April 30 order placed with Rugs Direct for Zefira Myrina 8' x 10'6" rectangular ****** Dark **** (ZFA-05). Description: With an oversized central medallion and ornate, Persian-inspired motifs in rich red and dark blue hues, this foundation piece provides a stylish backdrop for your living room, master suite, or mud room.May 4 order arrived. Rug was orange, not red. May 4 Contacted Rugs Direct twice by phone and was told to take pics of rug and email to them which I did. They replied they are not responsible for a rug's color.

  Business Response

  Date: 05/09/2022

  Hello,

   

  I show that you had your rug picked up from your home and called Rugs Direct requesting your credit.  I will waive the shipping fee on your order for the difference in the color.  We will have to show that your rug was picked up before you receive credit from Rugs Direct.

   

  Sorry for any inconvenience.

   

  *************************

  Manager of Rugs Direct