"sizing was inaccurate"

Hi there,

I ordered a rug listed as 10 feet long and 2'6" wide, but when I unrolled it in my hallway, I realized the actual width is 2'8"—which doesn’t fit the space. I need to return it, but the return process has been frustrating.

When I clicked the "Refund Policy" link to start a return, the page wouldn’t load and showed an error message: “Refused to connect.”

Also, I noticed you don’t provide a return shipping label, which seems unreasonable. Rugs are a product you often need to see and feel in your home before deciding to keep, and returns are part of that process. Not making it easy to return a rug—especially when sizing was inaccurate—feels really disappointing.

Please advise on how I can move forward with the return.

"Awful Return Policy"

Had to jump through hoops for a solid return. However their policy is awful. Though the mistake was their fault from the start by sending me the wrong item- they still want me to package it up and return it for a refund or replacement. Actually blows my mind.

They offered no discount for the mistake- actually had to ask multiple times for it to even happen.

Awaiting an answer and confirmation shortly

"I only wish I’d read reviews before…"

I only wish I’d read reviews before purchasing. The 2x3 rug is NOT thin and washable like a ruggable, and the pad I ordered was on sale for $18.00. This “pad” is a piece of shelf liner, cut from a roll. The return fees make it ridiculous to return. Don’t let the prices fool you. Buyer beware.

"Deceptive and Dishonest Practices "

Purchased a rug in February. By mid March there were no updates. Called and was advised the rug was back ordered. That was never communicated to me.
Requested a refund and the agent advised one was issued. Checked today (April 8th) and still no refund. Charged back from credit card. Beware of deceptive and dishonest business practices!!

"The website shows a 30 day return…"

The website shows a 30 day return policy, but it does not reveal that it charges a $15 return fee on EACH item that you purchased - so the rug pads, etc will EACH have that deducted.

"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.

"Bad Experience"

After only one month, our rug has started to show significant signs of wear and tear. When we contacted customer service, they were wholly unhelpful and rude. We will not be back.

"The rug was bad..."

The rug was bad, but not nearly as bad as the $20 return label "fee". The look of the carpet was fine, but it was basically a sheet. I've bought washable rugs before and none of them were this thin. It arrived folded and after 10+ days the folds still didn't relax...I'd consider using them again if they weren't a two-bit business with their return fee. Absolute garbage!

"Latch Hook or rug?"

I bought a large shag rug 10x10 and it was not thick or plush, but thin and you can feel the weaving (like a kids latch hook) when walking on it without shoes. Very disappointed and would not recommend.

"Poor quality and service"

Purchased a rug, and it was perfect in our living room. We had to clean a spot, used carpet safe, gentle, cleanser and the colors ran into the natural color. Reached out to customer service, showed them the cleaner used (which we use on all other rugs and carpets with zero issues), sent pictures, and several weeks later they offered a 25% discount because it was outside of the 30 day return window. Who cleans a rug within 30 days of purchase?! Unacceptable. Do not recommend rugs usa or this rug.