This has been an absolute nightmare, not to mention a waste of a lot of money and time.! I live in Canada but was having the rug shipped to a relative in the US. I emailed the company and asked if they had a toll free number. I was informed that the # on their website is toll free. I was on hold for nearly an hour, but I was eager to place the order and I had some questions to ask on the phone before placing it. The lady was prompt in getting my order information and assuring me of the colours she saw in the picture of the rug. It arrived at my relatives place and she showed me a rug that was nothing like the photo. I sent several emails and did not receive any replies. One cannot return a rug UNTIL you have spoken to someone for validation. This is the catch! They get your order, you get the wrong product, and you are stuck with it. To make matters even worse, I received a bill from Bell Canada today for only 1 of the several calls I placed to this company. I now have to pay $25 for the call when I placed the order. This was SUPPOSE to be a toll free number. There will be more long distance charges coming on my next Bell Canada bill.I would highly recommend that no matter how much you love a rug or how great the price might SEEM to be, this company borders on fraudulent. Avoid it like the plague!
If there was less than one star I would have posted it. The service has been horrible. I ordered 3 different orders, with multiple on each order and EACH order had major issues. They deliver wrong thing, yet their return policy does not work well I was constantly told they would email update or call and never got a call. I had to call daily just to resolve issues.the quality when they do get it correct is very nice, but they are very difficult to work with
Love the rug! No problem there!HOWEVER, I emailed the customer service department numerous times with the correct address and they still sent it to the wrong address! I had to travel 60+ miles to pick it up!Then I contacted customer service twice about my unhappiness with their service, and they never even responded.I will never purchase from this company again, and I would like to recommend others not to as well. If their is a problem with the order, they will not assist you in rectifying the problem!
Im pretty sure Rugs USA mailed me a used rug. I received my order yesterday and immediately noticed the ends of the rug were sticking out from the packing. The edges were stained black which likely came from shipping/transit. We opened it to see if the size would work before I attempted to return it. Once open I noticed several stains throughout the body of the rug. The stains look to be normal wear and tear from use which led me to believe Rugs USA mailed a used rug. Im attempting to return the rug now but have run into issues. Rugs USA wants me to pay $50.00 to return the used, stained and poorly packaged rug they sold me. If Rugs USA makes things right and sends us a shipping label for free than Ill revise this comment, otherwise they made me pay to return a used rug.EDIT: Rugs USA came through with an apology and sent us a return label at their cost.
Wonderful store great store owner very informative quality rugs delivered quickly couldnt ask for anything more!
Really terrible service. I ordered a rug online and didnt hear anything for a week. I contacted them and they said it would take a couple of days to hear back from the warehouse. A couple of days go by and nothing. I contact them again and was told to wait again. I wait another week and nothing. I contact them and cancel the order. The rug was out of stock online so I figure they never had it in the first place. They are super apologetic, say this never happens and give me a coupon for another rug. I stupidly gave them another chance... guess what? Two weeks later and they never shipped my item and have no idea what is going on. Go to the store if you can I guess. Dont waste your time with them online.
Now im even more ticked. ive held again for 45 min and promptly at 6 been informed that theyre closed. in a nutshell, this co. seems unable to handle volume. what seems like a gr8 way to buy rugs, is only a notion. i selected and pd for 5 rugs b4 thksgvng. i recd 3, was promised a 4th. found by snooping, no.4 was sold away fr me. after insisting, i was given until sat. to pk new rugs. i was told that my cash w back on my bank card. NOT TRUE! to prevent a headache, ill just say BE CAREFUL w rugs usa. of course, ill be holding on 45+min. to unscramble this mess in the morning.