Buyer Beware w Returns
Unfortunately, I am dissatisfied with my experience with RugsUSA. I purchased this rug in 'Charcoal' as it appears on the site and the name of the color. The rug did arrive quickly, but the rug is green and not charcoal. Fine. It will need to go back and they offer a return policy. I planned on making a replacement order - they will not exchange. RugsUSA site is down and I am unable to start the return. I chat with them to discuss the problem, I'll need to wait to process. Fine. I inform them that I am going to make a new order since I still need a rug. I create the new order. Two days later the site is working, I go to process the return and am met with a $20 return fee UNLESS you take store credit. So, I chat with them again to get the fee waived or taken off of my just-created order made one day prior. They won't do it and there's no way to waive the fee. I had spoken with a number of reps, all via chat - no one informed me of such. So, now my new order is also cancelled. I learned that I cannot shop online with such a vendor, especially since the cause was their own site issue plus the purchase of the item that was misrepresented color-wise. Now, I have no rugs and this lesson has cost me $20.00.