Worst customer service I ever encountered
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.
Steph C
worst experience
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.
kelly
Awful rug
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.
Ricky Liss
Return Policy on Website is not Correct
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!
Desiree
Wow, exceeded my expectations!
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.
K Len
They Charge For An Exchange After Their Own Error
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.
North Carolina Family
Horrible customer service no response…
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!
Teresa Klarfeld
Defective rugs
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.
Lori Morain
Deceptive Tactics
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.
Aaron Simmer
Buyers beware
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.
Amy New
I would advise staying clear of…
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.
Tina B
GARBAGE QUALITY
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.
Laura B
RUGS USA WAREHOUSE LIKELY CONTAMINATED BY BUGS
DON'T BUY - WAREHOUSE CONTAMINATED - DANGERIt 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
dcallery
Don’t buy from this company unless you…
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.
Anne Hermary
BEWARE BEFORE ORDERING!!
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
Consumer
I called and emailed SO many times no solution!
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.
Kim Beall
Stole my money and sent me the wrong rug
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.
Amber Boegemann
Canadians be aware before buying from…
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.
Marie
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.
James Chen
Order 2 rugs and pads
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.
Richard
