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
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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.
worst experience. Took hours to get them to return rugs that came crammed in one box, color was different then website, did not look the same and they wanted $55.00 to return which was 1/3 of the order total. Customer service is a joke. Buy at your own risk knowing you don't get what you pay for and the 30 day return policy comes with a lot of restrictions.
Reply from Rugs USA2026-02-23
Hi Kelly, I am so sorry to hear about your experience! I wasn't able to locate your order with the information you provided. I would be happy to look into your case and provide additional assistance. Could you please provide your order number so I can help? Thank you.
Awful rug, cheap and actually dangerous like walking on a sheet of ice with socks. And the return process is frustrating. I hated dealing with the customer representative. It’s a bad company with bad product.
They don't go by the return policy LISTED ON THEIR WEBSITE. They charge you a return fee based on the cost of the item or the number of items you are returns. I called and asked about it and all I got was a "sorry". I will not be buying from them ever again!
Reply from Rugs USA2026-02-19
Hi Desiree, I'm so sorry to hear that you were not happy with your rug and the return process.
The return fee that you see on the return page is that same return shipping fee listed on the FAQ on our website. Sometimes it is listed as simply a "return fee" and sometimes it's listed as a "return shipping fee", but it is the same thing.
The shipping fee is based on the item(s) being returned, since each item has a different weight and size. Since we do not charge a flat return rate, there is no fee amount listed in the FAQ.
We also have a separate explanation of the return cost on our website; "Yes, return shipping is paid for by the customer. The cost of return shipping is automatically calculated and displayed for you at the time you request a return and will be deducted from your refund amount."
Again, I am so sorry for any confusion on our return policy. Thank you for your feedback.
Wow. I researched several sites before placing an order with Rugs USA recently, Dec. 2026. I loved being able to view the rugs in different rooms of our house. That was a major selling point. They were having a huge sale and I ordered a beautiful rug for $200, retail of $800. It shipped within 2 days. I had some issues with Ontrac, but received it 4 days from purchase. I just ordered another rug last night AND they shipped next day with fed ex shipping this time as I had emailed with concerns over ontrac, which is awful in our area. I’ve never seen such fast service. Rugs USA is my go to now. We may replace all of the rugs in our house! Great company! Highly recommend.
Purchased a large, simple, single-color textured rug. Received a completely different rug, wrong in every way: size, multi-colored, busy patterned, poor quality. They are charging $35 to exchange it even though they acknowledge it is their mistake. Then we had to pay $25 to box it so Fedex would accept it with the return label. (It didn't arrive in a box, it arrived in plastic wrap but has to be returned in a box?) Poor return/exchange policy for their error. Buyer beware. Do not recommend as this lacks complete common sense and fair, decent business practice. They simply do not value customers and could care less if you ever purchase from them again.
Horrible customer service no response for any issues!! Shipping problems are just a website run around with no way to address ANY issue! RugsUSA Company does not respond and when calling they kept dropping my calls!
Buyer Beware!
I’m a designer and order 2 - 10x13 rugs. Both showed up defective with white spots that did not get dyed with any color. I emailed with photos and called their response was no response be sure they are to busy with the holidays coming up. Both rugs were for a client to match ordered furniture. I can assure you I will never recommend to a client ever again, there are to many other better companies.
I ordered a rug for a Christmas present for my wife on December 4th. I waited until the 17th to ask why the rug was not posting a tracking number but said on its way "ground shipping" . When I asked about the status, I was told that rug is sold out and you missed out but I was charged the 600+ $ for the rug. Was then told it will be back in stock 3-6 months out. the explanation I was told, I ordered the rug at the same time as someone else and was the one who didn't get it. This is totally deceptive and disingenuous as a company.
Buyers beware! This company is such a scam. I ordered a rug and then turned around and ordered another one in the near the exact opposite colors. They tell me that in order to return it I have to pay $55 and the colors are so far from being the same. They are so dishonest and also will send you a rug that looks like it came from the Dollar General.
I would advise staying clear of RugsUSA.com. They use some off brand carrier that loses packages and can't manage delivery dates. My order has been MIA for 2 weeks now. They have finally updated the shipping date to a date that does not work for me (will not be home). RugsUSA is NOT helpful. Delivery date is not adjustable (after they had lost my package for days). There is a huge risk of me not receiving the product at all, but they got my payment in full weeks ago. I will be disputing charges with my bank, but wanted to warn others about horrible RugsUSA services and poor customer care.
DON'T BUY - WAREHOUSE CONTAMINATED - DANGER
It took one month to receive an order that was actually rotten / eaten by bugs. See pictures attached. I have started the return procedure but they ask for a $20 return fee, it's unfair since the rug delivered is defective.
I complained but they still didn't get back to me to return the product. Now I fear that bugs will spread all over my apartment since I don't know what to do with the rug and they don't answer my emails. Their warehouses are probably contaminated by the same bugs, even though it's not visible it could be the ehhs of the buds bed bugs that are almost impossible to remove once installed. SO DON'T BUY RUGS USA, you might regret it
The quality is total garbage. The rug I ordered shed more than usual, and threads were constantly falling out. I thought it would be OK since I'm careful while cleaning, and it's in a room I rarely use. It's been 6 months now, and the threads on the back of the rug are pulling up. I noticed the entire rug is falling apart and splitting. I don't think the rug will last through the year. Customer service said they don't care since they only guarantee a rug for 30 days. Complete waste of $850 and a company that doesn't care if their product lasts.
Don’t buy from this company unless you want headaches. Ordered my first rug from them to Canada. Opened it up as the guys delivered. The bag was ripped and when they set it outside after a snow melt, mud got in the rug. I called the company to let them know and as I was speaking with them I opened up the rug to see debris and staining What quality control ships a rug like this to a buyer? Them when you try calling them, the answer is the department that deals with issues like this is only available via email and it’s takes 2-3 days for an email response. Looks like a company hiding from its customers. Now I’m stuck with this cost and I have nowhere to even put it while I’m dealing with them. I don’t want someone’s dirt and stains in my house.
I ordered 2 of the same rug only in different sizes. One was as shown on the website. The other looked nothing like it. I returned the rugs and the charges me 20.00 return fee even though something was wrong with the 5x8 rug and 15.00 for the 4x6 smaller size. I called rugs USA stating I thought something was wrong with the 5x7 rug. Their reply was 3.00 off the return fee. I will never order from this company again. Beware. Make sure you know there is a return fee based on the size of the rug. Unless I had a picture of the rugs they wouldn’t do anything
Reply from Rugs USA2025-11-10
Hi Sharon, I'm sorry to hear that you weren't happy with your purchase! I see that you did reach out to us about the color discrepancy, but you never sent any photos to show us what the issue was. Without photos to see exactly what you see, our team is restricted to the options we can provide. We were able to offer you a discount on the return fee, but it looks like you declined that. Again, I'm sorry for your experience. Please let us know if there is anything else we can help you with.
I called and emailed SO many times, no solution!!! RugsUSA sent me two runners in one box. Wrong color and then charged me 15.00 per item to send back the wrong rugs in same one box. included in this order was cleaner that never arrived but the agent said it shows delivered, so there was nothing he could do. SOOOOO frustrating. After one month of complaining still charged return fee but received partial refund. I suggest anywhere else but here to buy rugs.
Worst customer service experience. Rugs USA initially sent me the wrong rug and asked me to send it back in exchange for what I ordered. I ended up needing to return my actual order as well, which they charged me for, even though they provided no discount or incentive for returning the wrong rug (fun fact- their customer service representative suggested I send the item back in a SHOWER CURTAIN from the Dollar Tree). Fast forward- they are claiming they didn't receive the wrong rug they accidentally sent me, even though I dropped all items off at FedEx the same day, and they refuse to refund me. I have spoken with them 6 times over the past two weeks, with no success and each time they tell me to wait x amount of business days to confirm with the warehouse. Additionally, they have said their manager would call me between certain hours, which didn't happen either. At this point, they have said they received the items I ACTUALLY ordered, but will not issue my refund of $200, because they claim they don't have the rug they inadvertently sent me, so essentially, they STOLY MY MONEY, wasted my time, and have given me WEEKS of hardship. DO NOT BUY, spend your money elsewhere. A cheaper rug from Rugs USA is not worth having your money stolen and dealing with incompetent customer service representatives.
Reply from Rugs USA2025-11-05
Hi Amber, I'm so sorry to hear about your experience! I took a look at your orders and I see that we were able to process the full refund on the original order, so you should see that in your account now. The issue that caused the delay with your refund was that we were unable to track the status of the return via the FedEx tracking number, which is how our team tracks returns. Sometimes refunds can get delayed when the FedEx system doesn't show any movement, even if the package really did make it back to us.
Again, I'm so sorry for your experience! If there is anything else that we can do to help, please don't hesitate to reach out to us again.
Thank you,
Beth
Canadians be aware before buying from RUGS USA : they do not allow returns from Canada. What kind of company in 2025 doesn’t allow returns, especially when it comes to an expensive product? I will never order from them ever again and i will make sure other Canadians know that. Extremely disappointed. This bad is consumer service. Do not recommend.
Sent a Dirty Used Rug - Return Process Is a Nightmare
They sent me a dirty + damaged rug that was clearly used by a previous customer. Rather than offer a discount, or an alternative, they only provided me with an option to return the rug. In the process of filing the return, they of course missed out on the fact that the rug pad would need to go back too. I've now had at least dozen interactions with the customer support over the phone and email, for which they have been utterly unhelpful. Buyer beware - proceed with caution.
Order 2 rugs and pads. Only partial delivery of products. Products should have been shipped within 24-48 hours, according to their order confirmation email. More than a week later the carrier tells me they havent received to products to ship them. When I messaged RUGS USA to address this issue their response was to wait longer. They refused to do anything else.
Great experience with runners 3X8 ft but the 5X7 rug came as others have said wrinkled...The first two runners I received came, and I was pleasantly surprised with the quality of the rugs-- they will stand up to the traffic I have. The 5X7 again love the rug, but it came bent into two in a box, and it is so wrinkled, and not sure it is going to settle down. If it doesn't settle down, I may take my steam cleaner and see if it corrects. The quality of the rug is great. Overall good variety on line, the tool to size the rug in my own space was helpful as was the ruler that showed how thick the rug was as I was looking for a thicker rug. They will tell you what is out of stock, shipment if in stock is quick.
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