"They've stolen money from me"

I received a rug that was so thin, it was laughable. I returned it and got receipt that the company would process my refund soon. Its been 2 weeks since they received the rug back, and they keep telling me they are having refund issues and can't refund right now to paypal. They have no other solution for me. They have promised call backs from a supervisor but never follow through. The customer servoce rep i was emailing is now no longer responding. Essentially my money was stolen.

"Order not correct and return was half of what I paid"

I ordered two rugs which cost $125, with the no slip mat. The mat was too big for the rug so in order to use it, I would’ve had to cut it down myself. It was not the same size as the rug. I returned them and got less than half of what I paid when the shipping return was calculated Would not re-order. Very disappointing.

"Returns from Canada are not allowed "

This company happily sells to Canada but neglects to tell you that Canadian purchases are not returnable. This should be highlighted at the time of purchase. Not good business and I will not buy from this company again.

"Sent me the wrong rug and tried to charge me for the return shipping cost"

Sent me the wrong rug, and then told me i had to pay for shipping and drop off this massive rug at FedEx or in order to receive the correct rug. I asked to speak with a supervisor and was told they would call me back in 1 hour. 2 hours later I have not received a call back, I would never order from this company again.

"Poor Quality Control"

This is my first purchase from Rugs USA. I doubt I will not shop with them again. I purchased two rugs to be used at my front door and adjacent hall space. I fully expected that two rugs with the same name and cited colors would match. Colors do not match, and one is thicker than the other. I will use these until I can find something to replace them.
My issue is NOT with the photos on the site. My issue is with quality control.
In addition, I felt their response was AI generated, which is insulting.
I think their reply to my review is unbelievably lame. Two rugs with the same cited color and name should match.
See RUGS USA reply below.

Sent from my iPhone

On Oct 25, 2024, at 3:31 PM, Rugs USA wrote:



Hi ES

Rugs USA has replied to your review of Bayberry Vintage Washable Rug | Green Grey


Runner
Colors and fabric do not match
Rugs USA's reply

Hi E,

Thank you for shopping with Rugs USA to create your dream space! We truly appreciate your feedback and always love hearing from our customers. It is our mission to provide top-tier customer support and make decorating easy and affordable by providing high-quality products to suit every design need and budget.

We are sorry to hear that you’re not 100% happy with your rug! This is not the experience we want for our customers. The images we showcase online are the most accurate visuals possible. Please remember that color variances may occur depending on different factors -- the brightness settings of a computer, cellphone, or tablet, for example. This is an unfortunate limitation of color displays that we continue to try to manage.

Thank you again for your feedback, and we look forward to catering to more of your home design needs in the future!

Best,

Rugs USA Customer Support

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"They sent me an entirely different rug…"

They sent me an entirely different rug that was smaller and different in price (less).
They wanted to take off 17.00 for returning it, when they were at fault.
The rug received looks so cheaply made.
Will never buy from there again.

"horrible return"

product is okay, return is horrible, cost nearly the product price to return no matter how big it is.

"Cost almost as much to return a rug as it is to buy it! "

I am a designer and had purchased this rug expecting it to match my sofa. However it arrived much more yellow than it appeared online. Initially they wanted to charge me over $300 just to ship it back so I had called customer service to see if they could waive the shipping fee seeing as it was very different than the image online. They refused but lowered it to $100. Still very frustrating seeing as I had to pay more than expected for a rug i didn’t even get to keep and was falsely advertised. First experience I’ve had with a rug company that is not flexible with returns. I will never buy a rug from here again for any of my clients and will caution all my clients to not buy rugs from here. It is way too risky to purchase something so expensive and have to pay a lot of money just to ship it back when it does not look anything like you expected. I would caution anyone not to purchase rugs from here unless it is something super cheap. I would recommend Wayfair or ruggable as their quality of rugs, prices, and return policies are much better.

"Buyer beware"

Buyer beware! I was sent a defective rug--color completely different from what it is supposed to be (I have the same rug in another room). And the sizing was off by 1/2 foot on one side and 4 inches on the other side. The company only offered a 15% discount on the return shipping! That is messed up and taking advantage of people.

"Buyers beware"

Rug is slippery, fake fur, poorly described, terrible return policy not visible until purchase, pad recommended larger than rug by a few inches all over. Pay yo return? It comes in plastic so after they say to use original packaging multiple times and I say that is impossible they say yo buy shower curtains and tape. Never again!!!!