Rugs USA

Horrible Rugs. Horrible Experience. Do Not Buy From Them!

We bought two 8 x 10 sisal rugs from this company. They were delivered used—-not new products. They were stained and not of good quality and this company lied to us over and over during the whole buy/deliver relationship. We couldn’t return them. It is February 2025 and we have just walked the rugs to the trash. They lasted two years, but the last year was horrible. These rugs literally feel apart, stains couldn’t be removed, can’t be cleaned because of the material, etc. We went back to wool rugs. I’m so happy this terrible company and their disgusting rugs are out of my life. I’ve been thinking of taking them to small claims court. Don’t you get tired of wasting your money?

RebeccaUnited States · 1 review · Experienced 2025-01-05 · Posted 2025-01-26

Disappointed

I ordered a 3x5 washable rug from Rugs USA to help me determine whether the colors would work in my space. Instead of ordering a large rug which is what I needed (9x12) for my dining room, I ordered a small one because it’s easier to return or use elsewhere in my home. When the 3x5 rug arrived, it was folded up and in a box. When I unfolded it, there were creases due to it being folded up. I did, however, love the color and pattern. I threw the rug in the washer and let it air dry. There were still creases. I ironed it and there were still creases. I reached out to Rugs USA and explained the situation. I had no intention of returning the small rug as I knew I could use it somewhere in my home. I asked customer service whether a 9x12 area would be shipped folded or rolled up. I was assured that the 9x12 would be shipped rolled up. It was not. It also arrived in a box folded up. I have spent weeks trying to get the creases out of this large rug. I have placed soaking wet towels on the creases repeatedly. I have put boards with weights on them for days. I have ironed them. The creases are still very visible. I am disappointed that the creases have not gone away after 3 weeks of working on it. I am even more disappointed in the customer service rep who was dishonest about the shipping method. I find it unacceptable and wanted other customers to be aware before making a purchase. I would have included a photo of the creased rug, but there is nowhere for me to attach photos.

Dishonest company, keeps your money if you want a return

This is a very dishonest company. I ordered a rug and a rug pad from them, totally close to $325. I paid extra for expedited shipping. My rug was delayed would've taken nearly two months to get to me. I requested my order to be cancelled, and it was - but they retained $60 from the cost of the rug and $25 from the cost of the rug pad for no reason. They also didn't refund my shipping fees. A completely dishonest company. Do not trust them with your business. I will never order from them again.

VaughnUnited States · 6 reviews · Experienced 2024-12-11 · Posted 2024-12-13

Ik but be careful they are not the best with customer service

7 months ago I purchased a washable rug from this company and I had just washed the rug for the first time using the directions on their website and it came out of the wash with a backing partially separated from the rug and the rug was totally unusable. I contacted their customer service. At first they refuse to even give me a credit to get a new rug or a refund. This rug obviously was not a washable rug in the first place. After reporting to BBB and this review they finally gave me a store credit for rug. It shouldn't have taken all this to get this resolved.

Horrible smell won’t go away

Cancelled and refunded my order without…

Cancelled and refunded my order without any kind of communication after I waited nearly two weeks for it to ship. — Their reply here says the item was back ordered. It was not, and does not say such on my receipt. In fact, it’s still listed as available and in stock on their site today. Horrible company. Wish I read the recent reviews prior to ordering.

Erica Jane Lamm-DennyUnited States · 1 review · Experienced 2024-12-07 · Posted 2024-12-08

The rug does not look like the picture

The rug does not look like the picture. It is much less blue. It also looks like it was printed on a copier running low on toner. It is also not 8 foot, as promised, rather it is several inches shorter. The pad, which was the premium pad, looks and feels cheap. We will be returning, and are not happy we have to pay for return shipping, but pray our refund is processed quickly

alex cUnited States · 1 review · Experienced 2024-12-05 · Posted 2024-12-05

bad experience

The rugs I ordered looked different than in the picture. However, one of them was delivered as it was , ready to be thrown on the floor no wrapping not even rolled. it looked like someone just removed it from their house and dropped by the curbside. Terrible. the lack of professionalism continued after having it packaged myself and returned it, 3 weeks after the return I am waiting for the refund as it hasnt been processed due to an unfortunate technical error. Please be aware of these risks as you proceed with your purchase.

Terrible company with even worse…

Terrible company with even worse support. I spend $510 on a rug for my family room… Took over a month to get to me and it’s the complete wrong size. After 47 emails, the are telling me the “due to quality and value” they don’t guarantee sizes….. What kind of crock of crap is that… Don’t order from here!

Julia KennedyUnited States · 2 reviews · Experienced 2024-10-30 · Posted 2024-11-08

They've stolen money from me

I received a rug that was so thin, it was laughable. I returned it and got receipt that the company would process my refund soon. Its been 2 weeks since they received the rug back, and they keep telling me they are having refund issues and can't refund right now to paypal. They have no other solution for me. They have promised call backs from a supervisor but never follow through. The customer servoce rep i was emailing is now no longer responding. Essentially my money was stolen.

Order not correct and return was half of what I paid

I ordered two rugs which cost $125, with the no slip mat. The mat was too big for the rug so in order to use it, I would’ve had to cut it down myself. It was not the same size as the rug. I returned them and got less than half of what I paid when the shipping return was calculated Would not re-order. Very disappointing.

Returns from Canada are not allowed

This company happily sells to Canada but neglects to tell you that Canadian purchases are not returnable. This should be highlighted at the time of purchase. Not good business and I will not buy from this company again.

Ryan MisewiczUnited States · 1 review · Experienced 2024-10-28 · Posted 2024-10-29

Sent me the wrong rug and tried to charge me for the return shipping cost

Sent me the wrong rug, and then told me i had to pay for shipping and drop off this massive rug at FedEx or in order to receive the correct rug. I asked to speak with a supervisor and was told they would call me back in 1 hour. 2 hours later I have not received a call back, I would never order from this company again.

Poor Quality Control

This is my first purchase from Rugs USA. I doubt I will not shop with them again. I purchased two rugs to be used at my front door and adjacent hall space. I fully expected that two rugs with the same name and cited colors would match. Colors do not match, and one is thicker than the other. I will use these until I can find something to replace them. My issue is NOT with the photos on the site. My issue is with quality control. In addition, I felt their response was AI generated, which is insulting. I think their reply to my review is unbelievably lame. Two rugs with the same cited color and name should match. See RUGS USA reply below. Sent from my iPhone On Oct 25, 2024, at 3:31 PM, Rugs USA wrote:  Hi ES Rugs USA has replied to your review of Bayberry Vintage Washable Rug | Green Grey Runner Colors and fabric do not match Rugs USA's reply Hi E, Thank you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget. We are sorry to hear that you’re not 100% happy with your rug! This is not the experience we want for our customers. The images we showcase online are the most accurate visuals possible. Please remember that color variances may occur depending on different factors -- the brightness settings of a computer, cellphone, or tablet, for example. This is an unfortunate limitation of color displays that we continue to try to manage. Thank you again for your feedback, and we look forward to catering to more of your home design needs in the future! Best, Rugs USA Customer Support Unsubscribe

They sent me an entirely different rug…

They sent me an entirely different rug that was smaller and different in price (less). They wanted to take off 17.00 for returning it, when they were at fault. The rug received looks so cheaply made. Will never buy from there again.

Jeromy ZhangUnited States · 1 review · Experienced 2024-10-13 · Posted 2024-10-13

horrible return

product is okay, return is horrible, cost nearly the product price to return no matter how big it is.

Amber MlouhiUnited States · 1 review · Experienced 2024-10-10 · Posted 2024-10-11

Cost almost as much to return a rug as it is to buy it!

I am a designer and had purchased this rug expecting it to match my sofa. However it arrived much more yellow than it appeared online. Initially they wanted to charge me over $300 just to ship it back so I had called customer service to see if they could waive the shipping fee seeing as it was very different than the image online. They refused but lowered it to $100. Still very frustrating seeing as I had to pay more than expected for a rug i didn’t even get to keep and was falsely advertised. First experience I’ve had with a rug company that is not flexible with returns. I will never buy a rug from here again for any of my clients and will caution all my clients to not buy rugs from here. It is way too risky to purchase something so expensive and have to pay a lot of money just to ship it back when it does not look anything like you expected. I would caution anyone not to purchase rugs from here unless it is something super cheap. I would recommend Wayfair or ruggable as their quality of rugs, prices, and return policies are much better.

Buyer beware

Buyer beware! I was sent a defective rug--color completely different from what it is supposed to be (I have the same rug in another room). And the sizing was off by 1/2 foot on one side and 4 inches on the other side. The company only offered a 15% discount on the return shipping! That is messed up and taking advantage of people.

David LaRoeUnited States · 3 reviews · Experienced 2024-08-29 · Posted 2024-09-11

Poor quality- Poor Warranty

5 outdoor rugs purchased with their Mulberry 5 year warranty. All rugs after 3 years fraying and separating. Rugs are only our May thru September. Mulberry makes it as hard as possible to file a claim and get a settlement. Watch their small print- I received NOTHING

Buyers beware

Rug is slippery, fake fur, poorly described, terrible return policy not visible until purchase, pad recommended larger than rug by a few inches all over. Pay yo return? It comes in plastic so after they say to use original packaging multiple times and I say that is impossible they say yo buy shower curtains and tape. Never again!!!!