"RugsUSA accepted my order when the product was out of stock and kept me waiting for a long time, they didn't answer my emails, and finally I decided to cancel the order. Still wanting to receive my money back, very poor customer service, the life chat doesn't work, they don't answer emails and they always get messages when I call. I don't suggest this website to anybody; it is wasting time and money.

Purchased a rug on 1/10. Showed as shipped on their website, but the tracking never worked. Contacted them three times over the course of a month and they never responded. Finally called on 2/12 and was told they cancelled the order and if I wanted the rug, I would have to re-order it. The price had increased $44 since that time and I would have to pay the current price. They never provided any updates, held my money for over a month and didn't even tell me when they cancelled my order. After all the hassles, they would not even honor the original purchase price for a rug they have in stock. Buyer beware

I will never shop with them again. After months of seeing great discounts on their site I finally went ahead and got 2 rugs from them that were supposed to be 60% off each. In my cart the discount showed and even all during checkout the ...
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This company is extremely unreliable when it comes to refunding money that is properly due. I ordered 2 rugs from them, they sent me 3, and charged me for 3. After following  to a "t" their shipping/return policies- They have the extra rug back- and I still have no refund after 90 days! And I paid for the returned rugs shipping. I cannot tell you how many attempts I have made  to get my refund / credit put back on my credit card. Will not EVER recommend this company  to anyone. They are thieves.
You cannot ever get through to speak to anyone to get issues resolved, and when
you do- they  are quick to tell you what you want to hear and brush you off- and your issue isn't resoved. Very poor customer service.

I ordered a rug during their Thanksgiving sale, I had been looking at it for a while and the size and color I wanted was usually backordered, but when I checked 11/26 it was in stock so I placed an order. My credit card was charged the next day. On 12/5 ...
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I ordered a rug 6 days ago and never recieved shipment notification. After no email I called to check on it. The guy that answered the customer service line sounded like he had just rolled out of bed and was very uneager to help. He obviously had no experience in customer service or he just did not care about his job what so ever. Honestly, I think he could have been intoxicated. It was horrible. Long waits where you could just hear him breathing on the phone. I was thinking, "Oh great"... Anyways he stated that he would email the warehouse and that I would recieve an updated status within 24 hours. Yep, never got another email. So far this is not looking like it will be a good experience.

I placed an order with RugsUSA on during Thanksgiving weekend. The money was promptly charged to my account and I received a generic order info email. A week after which, I got a UPS tracking info. Unfortunately, the UPS number didn't actually correspond to anything. This store has a habit of putting you on hold till you hang up. It has been over 3 weeks and my project for which I need this rug is held up. You can never get in touch with anyone even if you want to cancel the order. Their deals sound too good to be true. That's because the mostly are'nt. This is one of the most unprofessional and fradulent business I have dealt with. Please avoid at all costs.

P.S. I started writing this review while on hold. So far I have been on hold for 54 min.

I placed an order during their sale over Thanksgiving week. An order confirmation never arrived. So, I went online to check the order status, and their webpage said that my payment could not be processed. I was NOT notified via email or phone. For ...
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I have enjoyed ordering from Rugs USA.  I have 2 rugs and the products were shipped without incident and I received rugs that looked exactly as the pictures did.  My complaint is that I want to purchase another rug and have had my eye on one ...
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Here's my awful experience with Rugs USA that STILL hasn't been resolved.  I placed my order on Sept. 2nd. I received an email with my tracking information on Sept. 7th. After checking the status daily, I noticed no activity so I gave them a ...
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This is the absolute worst online seller we have ever experienced. They show a picture of a game table and 4 chairs, mention the chairs in the description, and sell the SET for the same price as other retailers BUT when it's delivered, you get ONLY THE TABLE, no chairs. And now they have charged 25% to restock it! I am still working on getting the $200+ restocking fee back, but their customer service will no longer respond to my e-mails. They have also changed the description of the item to say that the chairs are not included, but are STILL CHARGING THE SAME PRICE that Amazon sells the entire set for.  UNREAL. If, as they say, their description was accurate, why the change? And why do they still charge over $600 more than other retailers for the table? This online store is not honest and lacks integrity. The worst ever.

Wish I would have reviewed the opinions on this site before I ordered from this company.  At this point, I have had to file a dispute with my credit card company for the lack of response from Rugsusa.  I bought one rug but didn't like the size after it arrived so I paid almost $25 to return it while I simultaneously ordered the next size up from this same company.  I received the second rug and I was able to confirm that the return had been received but still rugs usa has not credited my card.  Although I have sent several emails and faxed the return information, including who signed for the returned rug, all communication from rugsusa stopped.  I am too busy to keep playing this game so I guess I will let the credit card company look into this problem as I refuse to pay for horrible customer service.  I will not use this company again.  There are many other rug companies that offered this same rug and I will pay a little more for better customer service next time. 

I bought a 60% off groupon to RugsUSA only to find out they overprive their items by more than that. I bought a shag rug that showed up weeks later and was of poor quality. It has been over a month now and I still have not received my entire order (office chair) or heard back from their customer service department. Please do not do business with them. Do yourself a favor and find what you want on a different website that has quality products and better customer service. You will probably spend less on the items anyways. RugsUSA.com was a terrible decision!

I must add my dreadful experience about Rugs USA. I ordered a 6' round rug from them, with "free shipping."  The rug arrived yesterday, and the colors are so radically different from what was pictured on the website, I thought they sent the wrong rug. (What I ordered was very light grey, light blue, some small brown areas. What I got was chocolate brown and rust. It's hideous.) Now I must pay over $50 to return a $200 mistake.

I just wanted to exchange  for a lighter rug. Their response? They copied and pasted the "color disclaimer" from their website, and refused to ship the ugly rug back at their expense.

UPDATE OCT 12, 2012   I finally called my credit card company, and disputed the original charge for the rug. They called Rugs USA and put me through to the company. After a bit of polite arguing, the representative finally agreed to have the rug picked up at their "discounted rate" - just $20. Not the resolution I wanted, but better than nothing.

I would caution anyone about buying a rug (or anything where color is critical) online. I have done it successfully, but when it doesn't work, it's an expensive mistake.

RugsUSA changed the terms of a Groupon after people had already purchased the Groupon. Also, their customer service is horrible and no one takes any accountability. Here’s my story: I purchased a Groupon for RugsUSA to buy furniture; the terms of ...
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Ordered a set of 2 stools and a decorative pillow (to put me over the minimum amount for my Groupon).  One of the stools arrive damaged (piece on the underside of the seat was cracked the full length of the piece from inserting the alignment dowel ...
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WORST EXPERIENCE OF MY ENTIRE LIFE AND STILL NO RUG! I literally spent hours trying to order a simple rug and still never got it. Live chats, emails, phone calls and an extremely rude customer service rep. I ordered a rug for $120, (and not the one I wanted, they actually told me there was only one rug I could order through Groupon after advertising over 20 rugs) fine, I still ordered it, well, I received and email stating for some reason the order didnt go through, shocker! So I logged back on the next day and tried to order again and the rug went up $119 and they would NOT HONOR the price from the day before when I ordered it. Absolutely ridiculous!!! Worst company I have ever had to deal with.

I never researched this company until after I placed an order and was curious why I never recieved an email confirmation or shipping notification. I was thinking my order - $22 for a $220 beautiful rug would be canceled or not show up for weeks or months. I was delighted- ecstatic really- when my rug showed up today, a week after my order was placed! 

The wrong size (smaller) was sent. It's been three weeks and they still haven't sent me a refund for the difference. Customerservice pretends like they have all this red tape to go through but then they never get back to you. Not an honest way to run a business.

My credit card was charged as soon as I placed the order.  12 days later, I had no rug.  I contacted rugsusa.com twice by email; once I heard back, but only to tell me they would contact me to let me know what was going on with the order.  They didn't do so.  I thought I'd made a huge mistake.  However, when I called them up the next day, they were great:  the phone was answered immediately, the customer service person was able to tell me that my rug should ship by the next day (technically 10 business days later, so within the expected range), and then the rug did ship the next day.

This is the second rug I have purchased and I must say I am extremely dissatisifed with the level of customer service.  The first rug I purchased, my experience was great, (probably because I had no need for their customer service).  But this ...
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I actually had a very good experience from RUGSusa.com! I ordered 2 8x10 matching rugs, and the total was only $180 with no shipping charges... I was going to order more basic rugs from target, and for that size was looking at a $600 bill. So they saved me A TON of money, and I received my rugs within 10 days. I emailed and asked about my order when I read concerning order reviews - and they were prompt to respond and very helpful with providing shipping estimate and tracking information. I would order from them again - no question. I used paypal to pay for the order, and I always feel safer with their buyers protection, if for some reason this order didn't work out, I knew paypal would get me a refund.

The ordering process went fine, but beware of terrible customer service if you need to return something.  I followed all their instructions, rug was overnighted to them and delivered on May 14th.  No credit to my Visa account by the 18th so I called.  They said it would be 3-7 days.  It is now May 29th and still no credit to my Visa account -- the mfr has had the rug now for 2 weeks.  I usually do all my shopping at Amazon and refunds are processed practically immediately.  I would not recommend shopping at RugsUSA unless you are absolutely positive you will not have to return anything.

I have 2 other leather rugs and this one is very stiff, which tells me that the quality of the hide used was not that great.....but it is purple which is what I wanted. I really was looking for a purple FLOKATI, but "Rugs USA" only had a B R I G H T PURPLE one! I will continue to search for a purple flokati and hopefully "Rugs USA" will get one in!

Good company..

good service, good quality at a great price

Good value on cyber monday. They sent an additional coupon to use for anther rug.

My only complaint is that the colors were not true to the image depicted on the monitor. Otherwise, the rug is very good quality.

Nice quality merchandise; however, the color was different than online photo, but I was aware that hand made products might have variations in shading; overall, a nice rug. Product arrived on time in good condition, no complaints. I am planning on purchasing another rug in the near future from this company.

Ordered the rug in what was described as "grey", when we received it it had the title beige or tan (can't remember except for the fact that it alluded to something in the brown family. There is, in fact a bit of grey in the pattern, however, it is really not exactly what we had expected, which was grey, white, black and a little tan. However, it just happens that it can "work" for our use so, although we are a bit surprised and disappointed, we are going to keep the rug and use it.