Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the 7' 10 x 10' **** ***** Carlo *** (SKU# *******) on 4/3/25. A day later on 4/4/25, I was surprised to see a rug was delivered on my doorstep. However, when I opened it, it was a completely solid gray/navy rug that was not the correct rug at all. I was able to talk to a support *** who was able to give me a return label, and said they would work on sending me the correct rug.I touched base with them a couple times over the next week, and they seemed to have no way of tracking the new rug or confirming when it would be processed or how I could track the shipment on my own. Finally, on 4/10, I got another rug delivered, and it was the SAME wrong rug they sent, instead of the one I ordered.********, the final support *** I spoke with, used gaslighting tactics our entire conversation rather than apologizing and trying to fix the issue like a typical support *** would. I told him that I received the wrong rug a second time, and his excuses included that there is a rug pad and that is why it's a different color (there was not a rug pad), then he said I received the right rug and "The pictures on our website are taken in professional lighting. The colors will differ based on the lighting in the room. Also, the screen where the images were viewed matters, as well as the resolution will make a difference in how the colors look online." The rug I ordered was clearly light gray and white with a pattern, and the product reviews showed so, and the rug I got was a dark solid gray/navy color - not the right rug at all. Then, he closed it out with "If it doesn't really meet your expectation just return it and have a Full refund." He made zero effort to help me understand why I got the wrong rug a second time, did not apologize, and did not make an effort to help me get the right rug.This place seems very sketchy, has a truly awful support experience, and based on other reviews, I'm not confident I will be receiving a refund in a timely manner.

  

  Business Response

  Date: 04/14/2025

  Dear *******,
  Thank you for reaching out. We sincerely apologize for the inconvenience you experienced with your order and regret that we were unable to connect by phone.
  The issue occurred due to a system update involving SKU numbers, which unfortunately impacted your order.
  Please be assured that a full refund has been processed. We appreciate your understanding and patience, and we apologize again for the inconvenience.
  Kind regards,

   

  ***** N

  Rugs.com 

   

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are harassing me on my email.

  

  Business Response

  Date: 04/07/2025

  Hello, *********.

  I am very sorry for the frustrations you are having with emails hitting your inbox. We have checked throughout our customer relationship management tools and our email/SMS marketing platform and have not been able to find your name or your email address (******************************). 
  
  Could you provide more information for our troubleshooting purposes? Could you confirm the email we are checking (above) is correct? Perhaps you have another email address that might be receiving messages? Screenshots and/or the sending email address would be most helpful to determine if these emails are coming from us - or perhaps someone has "spoofed" our email address (where someone steals your email address and sends spam from it).

  Regardless of the situation, we are committed to taking action immediately. We look forward to hearing from you.

  Have a great week,

  Rugs.com Team

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rug from this company, the carpet patterns and quality are seriously inconsistent with the photos, and they charge 183 CAD for return shipping. I really don't know how A company like this has been still alive???They are a company from **************, ***, yet they sell in ******, but they dont have a return warehouse in ******. This is deception.

  

  Business Response

  Date: 04/08/2025

  Good Afternoon, 

  Sincere apologies in our delay in reaching out, we have processed the refund in full for the product not meeting quality standards. Please see the attached refund receipt to see that the second half of the order was processed today 4/8/2025. We are a worldwide ********* company and we ship worldwide to numerous countries. 

  Thank you, 

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 3/6/25 Not sure when I receinved it Th erug was horrible All bare spots it looked like it was used and abused so I contacted them to send it back Here we are both disabled trying to put an 8x10 rug back in the plastic it came it THen I had to take it 15 min away from my house to a ***** Sent it back on 3/14 they received on 3/17 Then i find out that it takes 7 to 10 business days for a refund Ok well I got an email yesterday 3/25 saying that a REFUND was done I looked at my bank account and NO MONEY I looked at the email again and it says We have processed your refund of $210.94 for Order A5S734D97F, and you should see the funds in your account within 1-3 business days Can you imagbe another 1 to 3 days This should be ILLEGAL I will never buy from them again EVER Buyer BEWARE How can a company keep yourminey this long

  

  Business Response

  Date: 03/28/2025

  Dear *****, 

  I apologize for the rug not meeting your expectation and the return process being extensive with timeframes. We received your return on 3/17/2025 and we refunded the amount paid of $210.94 on 3/26/2025 at 2:37PM, that is within our 7-10 business days of normal turnaround. 

  Thank you for taking my phone call yesterday, I am happy we have completed the desired resolution of a Full refund. If there is anything else I may do for you, please do not hesitate to reach out. 

  Thank you, Rugs.com

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order from rugs.com on March 6th around 10:40am (CST). I paid for expedited processing, as well as overnight shipping. I spoke to ******* that evening, who assured me that the order would be processed/shipped out that evening and delivered by March 7th. I received the tracking info which stated it would be delivered Monday. I got back in and chatted with **** who told me that the processing wasnt expedited so it would be coming Monday. I stated that I wanted a refund for the overnight shipping/expedited fees since it was no longer valid as an overnight delivery. He offered me a store credit, to which I responded, I didnt pay with store credit, therefore, I wont accept that. This was completely their error and I was made to feel like this was my fault. Absolutely unacceptable and when I said this, I was dismissed with a sorry, have a great day. Never ordering from them again nor will I ever tell someone else to order from them.

  

  Business Response

  Date: 03/10/2025

  Good Morning, I have placed the amount paid for the expedited processing and shipping of $125.96 to be refunded back to the method of payment used for the order. I do apologize for the shipping and processing timelines not being met for this order and hope this will amend the experience had. Attached is the receipt of the refund being accomplished. Thank you. 

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a 5'7' rug Jan 17, 2025. The rug I received was the wrong color. I called Rugs.com and spoke with *******. He assured me he would send out a return label. I waited a week. Nothing. This time I emailed them and got *******. After promising to send me a label two times, I still don't have one. Now it's been three weeks and ******* is no longer responding to my emails. I am stuck with a bill and a rug that I,don't want.I would be afraid to ever order another rug from them because once you receive it, don't try to return it.

  

  Business Response

  Date: 02/11/2025

  We greatly apologize for the inconvenience and have fully refunded the order in the amount of $75.04, there will be proof of this attached. We hope that this is an amicable solution and thank you for your feedback. 

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/27/24 Rug purchased Total ****** Order #PPE3YK93AM Website states they accept returns within 30 days. Totally understandable. At time of purchase, I received a second email from Link stating no fee returns for 90 days and that was a free protection that comes with the rug. At roughly 60 days, Rugs.com refused to honor the 90 day no fee returns without a 25% stocking fee. Incredibly misleading stating no fee returns for 90 days.

  

  Business Response

  Date: 02/03/2025

  We greatly apologize for a secondary return policy being sent, and have fully refunded the order at this time. We hope this is an amicable solution for your complaint.

  Customer Answer

  Date: 02/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a rug on Sunday morning 1/19 and thought 2 day shipping is amazing for a 24/7 company using *****. We were so wrong. They mislabeled the rug sent out within 8 hour turnaround which caused a delay at ***** for some reason. It then shipped and we understood blizzard but it is still not here Saturday 1/25 with no delivery in sight. We have been trying to call because the package can't be released or inquired about at ***** because it is shipper constrained. We tried to ask rugs.com to release it and they have no idea about a package they shipped or how to contact ***** to do this. We are about to cancel the order because it is sitting 10 miles away from us, just sitting with no push from rugs.com to deliver their package and ***** being a whole other miserable underpaying mess.

  

  Business Response

  Date: 01/27/2025

  Thank you for taking my call today, as stated on the call, the representatives you spoke with will be trained up and coached on the ***** situation that continued to occur. Was great to hear that the rug is stunning and perfect for the area! 

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is sufficient. I hope they do better in the future in packaging, service, and their shipping relationship overall. Coaching outsourced call center wouldn't be a solitary solution. 
  
  Thank you. 
  

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a rug never received,received a voicemail telling me to call because they didnt have the correct address tried to call and send message, the phone was a continuous busy signal and message didnt go through. I believe the phone number is ************ I want a refund and will never order online again, Thank you , please reply preferably by phone. **********

  

  Business Response

  Date: 11/13/2024

  Dear *****, 

  Thank you for speaking with me today and thank you for your time. Just like on the phone I have successfully gotten this refunded for you, just to provide proof there is an attachment to show the amount and when it occurred. Cannot apologize enough for the lack of communication but thank you for your patience and kindness on our call today. Refund was in the amount of $210.94 for the rugs that returned to our warehouse. Have a great day! 

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a rug in September never opened it, because I ordered the wrong size every time I call about my refund they give me a different excuse and blame it on either me or Affirm

  

  Business Response

  Date: 11/13/2024

  Dear ******, 

  We sincerely apologize for the situation with the refund being processed with Affirm. We have released the funds to Affirm as of August 26th, 2024 in the amount of $105.93 for the 5' x 8' Theia Rug. With the refund being accomplished on our side, Affirm will need to be the ones to refund the money that you had spent towards the product returned. Affirm can be reached at **************, and I would request the $35 that was spent towards the product in question back to your method of Payment. 

  ********

  Customer Satisfaction Specialist, **********************

  Customer Answer

  Date: 11/13/2024

   
  I am rejecting this response because: I did recieve  that, this is for the ******** rug so returned for $34.24
  
  

  

  Business Response

  Date: 11/13/2024

  Dear ******,  
  I apologize I was in the wrong for the first response, I was looking at the incorrect order ID. This order of E5NU34KBFF has now been fully refunded ($34.24) with proof attached, as well I have attached proof of your store credit being placed into your account. This will be visible in your Rugs.com account within 24 hours. I do apologize for the continuance of the refund issue but rest assured this has been taken care of.

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.