For more than twenty years, Rugs USA has helped our customers turn their house into a home, offering a stunning array of rug styles, materials, and sizes to suit every design need and budget. Whether you’re replacing one runner or redecorating an entire house, we take pride in helping you realize your vision. With over eight million rugs sold to more than one million homes, we are experienced in making your online shopping journey seamless: from selecting a rug style and size, to ordering and delivery, to education and support for how to care for your rug. We are able to keep our prices low and quality high by maintaining close relationships with the designers, artisans, and factories who make our goods. Our customers inspire us. By helping you find the right rug at the right price and offering outstanding customer service, we cherish making life more beautiful for yourself and your family.
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Is Rugs USA legit?
Rugs USA (www.rugsusa.com) has a 3.3 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. Opinions are polarized: 56% rate it 4 stars or higher while 37% give 1 star; The business has replied to 29% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-08-29.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently mention that the items look great upon delivery and appreciate the attractive overall appearance of their new home purchases. Many people feel that the rugs are generally of good quality and fit nicely into their living spaces.
Some reviewers were not happy with the customer service and experienced frustrating return fees. Buyers pointed out that getting a response or proper support when dealing with issues took a very long time during the process. People also noted that defective products and unexpected sizing differences caused several additional inconveniences.
Auto-generated from all reviews of this business. For reference only.
The rugs seem to be good quality but my experience with customer service has been horrible. They advertise "Free Shipping and Free Returns". I find their wording DECEITFUL! The free shipping applies only to the purchase. The "free returns" is FALSE. They charge a "fee" to return it. Before ordering from this company I checked to make sure there were free returns. I am beyond disappointed and angry that they are charging a $15 return for 1 rug and $35 for the other 2. I will never order from them again, nor would I ever recommend them. Very, very poor business practice.
Absolutely horrible customer service. I have been trying to return rugs for almost a week and 2 of the rugs are terrible, one smells and the other releases fibers and my daughter was struggling to breathe, tried to return, called, emailed, never received a reply. Spent over $2000 on rugs. NEVER EVER AGAIN
Rug arrived rolled up and then bent in half and stuffed into a box. It's still rippled and has bulge marks from being stretched out of shape.
The pad stunk so bad that I didn't even take it out of the package for fear the smell would kill my bird or me. The company charges for returns which in this case was completely unacceptable.
They made excuses for both the rug and the pad. This is not a company I want to do business with again.
I purchased a rug from there and it looked different from the photos. I asked for a return label and they gave me the run around but finally gave it to me. Then they didn't refund me for the rug after I sent it back.
⭐☆☆☆☆
Absolutely terrible experience. The quality of the rug was far below expectations, and I returned it immediately. Despite the product being sent back right away, Rugs USA still charged me a 20% return fee.
Charging customers a significant fee for returning a poor-quality product is unacceptable. I won’t be shopping here again.
Save yourself the frustration and your money. There are plenty of companies that stand behind their products—this isn’t one of them.
The first rug we ordered had a hole in it; the replacement arrived stained. We returned both, but the company still hasn't refunded our money. Dealing with their mistakes has been a huge waste of our time. I will never buy from them again.
A $55 return fee for a 5x8 rug that cost $250 is just outrageous! Buying online is a gamble with this company. Stick with Amazon or companies that have a flat return fee or free returns
Outrageous ($75) return fee you don’t find out about until after purchase/ time of return
The stated policy is generic, 30 days
You go through the process and are given no options other than a $75 fee taken out of the return (whether you choose store credit or original payment method)
Will never use again
Unreliable and potentially fraudulent misrepresentation
I bought 2 rugs from rugsusa.com. The first was advertised as 8x10 but arrived and was 7'6" by 9"8". The second was on backorder and scheduled to be restocked and shipped within 10 days. Here we are 30 days later with no update from the company when the rug will be shipped or arrive. I would stay away from this company. They obviously do a better job marketing than they do delivering a quality product. I will never buy another rug from this company again.
We bought a 10 by 12 rug. It came folded up in a box. I have spent hours ironing the rug and still have many deep seated creases. I doubt it will ever lay flat. Nice rug, but pretty much worthless.
Here is Customer Services Response to my 9x6 rug being almost 3 inches too short:
Thank you for contacting Rugs USA Customer Service!
Because of the nature of rug manufacturing, you may see a variation of up to 5% of the published dimensions in your rug. Unfortunately, this happens across the industry -- we completely understand that it can be frustrating.
At this time, we would NOT recommend repurchasing the same item, as you may likely experience a similar sizing issue. However, we would be happy to assist you with processing a return. As an accommodation, we can offer a 30% discount on the original return label fee.
THAT IS THEIR SOLUTION! 30% off the RETURN LABEL!!
AVOID BUYING RUGS ON THIS SITE!
They also do not include a double plastic wrap for returns. You are on your own with the wrapping and will have to pay to ship it back even though the rug is not the size you ordered. THIS IS NOT COMMON no matter what CS says. I've ordered from other sites and the 9x6 and even 9x12 are that size...not shorter. Skip this company... there are so many others to buy from.
UPDATE: I received a reply from this company. They offered to reimburse me for the return of the rug. Their instructions included going to a dollar store and buying a shower curtain to wrap it up and ship it back. Here is my reply: No thank you. The only thing you are offering is a prepaid return. I am not going to drive to a dollar store to buy a shower curtain per your instructions and then drive back home, wrap it all up, etc. This isn't worth my time.
You could have at least reimbursed me for all or part of this defective rug.
Rug arrived in a repeatedly retaped, mangled looking box. Loved the rug, but it was the wrong (much smaller than ordered) size. Took repeated complaints (and threats of media posts) to get a response, then a return code, and longer for refund. Never got a polite response, or offer of correct size delivery (I would have happily paid for another, if that had happened in a reasonable time frame). Terrible customer service, and I suspect wrong delivery was deliberate.
Incredibly frustrating experience - I ordered a rug that we were told was in production and would be shipped ~4 weeks after I ordered. The shipping window of May 6-10th came and went with no update on our order. I called customer service on May 11th and was told that they were expecting delivery to their warehouse on May 12th. I received no further update, and then when I called customer service again on May 13th they informed me that the rug us out of stock and they will be cancelling my order. To make matters worse the rug is STILL FOR SALE on their website, with an estimated in stock of 5/15-5/19.
Rug was rigid, lumpy and misshapen. The plastic packaging was full of clear plastic pellets that went everywhere when plastic was removed. They suggested that I put it out in the sun (on a sidewalk or driveway I don't have), or blow dry it (16 sq. ft is a lot of blowdrying). I did try putting a heavy chest on a lumpy section but it did nothing to change the shape after 3 days. The return was a hassle as I had to locate large heavy plastic to wrap it in and then deal with driving it to fedex. They suggested I wrap it in an old shower curtain (as if I had one of these lying around).
Bad experienceI purchased rugs on sale. I received an order but it was delivered the to business across the street. I was very heavy so I had to find help bring back to my condo entrance.
Then for some reason they sent a second order which then had to be returned.
They did schedule a pick up.
odered the Istanbul hand rises Border Wool blend rug in teal.
I called customer service about a defect in the pattern I was told that it was due to the rugs being stored and will resolve and go away. I didn’t.
Then I had a small spill that I gently dabbed with paper towels to remove the excess liquid.
It ruined the rug. The tissues weave came apart and it looks horrible.
I did request returning the rug after the defect didn’t go away. But they assured me it would resolve.
I would not recommend buying this rug and also due to the other issues would not purchase from them again.
Rug quality is garbage. The price definitely reflects the brand value. Less than 3 months after receiving, it is starting to fall apart across the width of 8x10. We are 2 seniors in the house so not a high traffic area. It’s past the 30 day return date, so no help whatsoever from the company.
When it was delivered it was crunched up in a plastic bag. Looked like it could have been a return.
Don’t waste your money.
They should advertise Bright and bold on their home page that any return or exchange for even gift cards costs you $15 dollars. See how many orders they get then. This is ridiculous and I have never encountered something so unreasonable.
Usually companies offer you more if you just exchange. My return is less than 50 bucks it’s not even a rug it’s a
small 4x6 rug pad.
Contacted support for help with a delivery issue. The item was backordered and arrived while I was out of town. Their rep gave me WRONG information. They put a hold on the package based on their own incorrect advice, which was that someone with a different address could pick up my package with a letter of authorization...FedEx said absolutely not. And it would be returned to sender before my return.
When I explained their mistake, the next rep told me the hold couldn't be reversed. I was now in a WORSE position than if I'd never contacted RugsUSA support at all.
Had to get angry before anyone would escalate. Nothing came of it. Then they offered me 25% off my next order as "consolation." Is that some kind of joke?? as if I'd ever order from them again.
Insane policies that don't help anyone. Zero accountability for their own errors. I advise to steer clear.
Edit: I received my package but it was no thanks to your customer sevice. I sent a friend in person to the holding location to explain the situation, and they are the ones who agreed to extend the hold.
Reply from Rugs USA2026-03-04
Hi Steph, I'm so sorry for your experience and the added stress it caused you. I see that you were able to receive the package from the FedEx location, as they did hold it past their standard 5 business days.
We have made a note of your case so that we can educate our team and improve our service.
Thank you for your feedback and again, I'm so sorry for the trouble you had with this order.
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