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:07/18/2023

  Type:Product 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 ordered a rug from rugs.com on order JU596Q6Y6Y. The price in the cart when I pressed submit was ******. However my card was charged ******. After multiple emails, the company eventually admitted a mistake then refunded me the overcharge, but they miscalculated the refund and shorted me about 3 dollars. The last 3 dollars was only returned after a posted a review of their company on a review website. To say that my experience with their "customer service" has been frustrating would be an understatement. This is the worst experience I have ever had in purchasing a product online. No one in my multiple emails seemed the least bit concerned that their billing system had an error in it that was causing people to be overcharged. No follow *** to see what could have happened to prevent it from happening to another customer.In my research of this company I am shocked to see that they have such a high rating on multiple sites. But now I know why, this company somehow has negative reviews removed from rating websites. As of this writing my negative review of this company has been removed from 2 different websites. To sum up, I shocked at this company's utter lack of professionalism. It should not take multiple emails and a complaint to a 3rd party website to get a refund on a billing error. Actually it's even worse than a billing error because the price I was shown in my cart was not the one I charged. Anybody ordering from this company does so at their own risk.

  

  Business Response

  Date: 07/18/2023

  Dear ***

  I am very sorry for the subpar experience on your first experience with our company.
  The issue with our promotion was unfortunately a technical issue where the 15% coupon did not apply to the checkout which was isolated to your purchase date, July 5th so I do apologize that this affected your experience with our business.  Furthermore, it is absolutely unacceptable that our customer service was unable to quickly remedy this for you on the first email.  I completely agree that the team member assisting you on the issue did not handle this correctly and we will investigate and engage quality training to assure this does not happen again.

  I see the sum of overcharge has since been remedied but I wanted to reply in hopes to amend your experience with an additional compensation.  If either would be acceptable, we're happy to either refund an additional $50 back to your original form of payment OR ship a fitted pad for the rug purchased.

  Please let me know if one of these would be satisfactory and I'll have either the $50 reimbursement issued to your original form of payment or send the fitted pad at no cost.

  I hope to hear from you soon and again apologize for the subpar experience.

  Sincerely,
  ****** | Rugs.com

  Customer Answer

  Date: 07/18/2023

   
  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 and accept the additional refund.
  
  Thank you. 
  

• Initial Complaint

  Date:06/02/2023

  Type:Delivery 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 ordered a rug on 5/16/23, which was delivered on 5/22/23. It was placed on the floor a few days later. We noticed that many pieces of materials used in the handwoven rug were coming out and creating a tripping hazard. Rugs.com offers free returns within 30 days. On 5/31/23 (9 days after it was delivered), I initiated a return. Rugs.com will not provide me with a return label for the return and instead has told me to use a chopstick to poke the pieces back down with. There are over 30 places where the material has poked outwe are older and unable to get down to the floor to perform the maintenance on the rug. Rugs.com has offered to reimburse ** $50, which is unacceptable to **. The rug was $169.99 plus tax. We used a store credit of $23 and paid $9.86 in tax for a total of $155.86. Order number is DJEP8R9FNC. We have purchased many rugs from rugs.com before and have always been happy with the product quality and return process UNTIL this order. Nowhere on the description does it state that a chopstick must be used to continually poke loose material ends through to avoid a tripping hazard. If it had given that warning, we wouldnt have purchased it. We want to return the rug with a FULL refund (to include our store credit, which would be $155.86 PLUS the $23 store credit). Rugs.com has stopped responding to me.

  

  Business Response

  Date: 06/05/2023

  Dear *******,

  Thank you for reaching out.

  We are very sorry for the poor experience that you have had both with our product and service. We agree that the condition of the rug that you received was unacceptable, and we should have honored your request to return the item right away. We always offer partial refunds as an option for customers, but this offer goes hand-in-hand with a free return label. Our team member made multiple mistakes handling your return request and we are turning this into a learning experience for our team.

  We have initiated a full refund for your order in effort to make amends for this poor experience. I do not see the need for a return given the circumstances, but we will most certainly arrange for a pickup of the item rug if you wish.

  Please let ** know if you have any other questions or concerns.

  Have a great day,

  The Rugs.com Team

  Customer Answer

  Date: 06/05/2023

   
  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.

  I appreciate the advocacy that the BBB offers consumers when dealing with reputable companies.  Typically, I only buy from companies with a stellar BBB rating and was shocked by the poor experience with rugs.com this time since I've always been happy with them in the past.

  
  Thank you. 

  
  

• Initial Complaint

  Date:05/30/2023

  Type:Delivery 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.

  Order ID#: ****************** From Rugs.com Claim number: ******** The rug arrived 1/3 soaked and there were two black stains were the packing was coming open. I called customer service and they asked me to send photos which I did. 5/15 I got a email that the rug was to be picked up.I called customer service A customer representative last week assured me that ***** would pick it up yesterday(Tue 5/23) nobody showed up. I called again the morning and another representative told me he will email me the pickup date and never did. I called a third representative and she had absolutely no clue about anything.I emailed them the following:[Please pick up on Friday!!! 5/26 (The above how nothing was done)Also the pickup address is different from where the rug was initially delivered The new ************ address should be (My new address)Please respond ASAP]They emailed me that they would pick up the rug on that date with *****. ***** came to the Old Address. I sent them another email. [You picked it up at Today the WRONG address!!!!After I had wrote in the emailed specifying the address and told 3 phone customer service people to have it picked up at this address. (My new address)Please pick it up now at THIS address on Tuesday 5/30!!!!!!!!!!!!!]I got an apology email asking me to be patient but no date for actual ************. The Rug is still here and smells bad and is probably moldy. I want to be able to throw it out.

  

  Business Response

  Date: 05/31/2023

  Dear ******,
  
  Thank you for reaching out to us through the **************************** We are very sorry for your experience to this point, but we sure appreciate the opportunity to make things right. We found your experience to be flatly unacceptable and disappointing. We took action as soon as we received your complaint yesterday. 
  
  We have issued a full refund for this order, with $223.04 being returned to **** card ending ****. Ultimately, we feel it is most important that we deliver the product that you ordered. We see that the 8' x 8' Light *********************** Square Rug you ordered is currently out of stock - but more are due to arrive in mid-June. If you wouldn't mind waiting - we can fulfill your order once this shipment arrives. For a quicker solution, you may choose to receive store credit for a replacement, and we would be more than happy to provide you with store credit in the amount of $300.00 for immediate use if you choose this option (we would just need an email address for an account to attach the store credit to).
  
  Beyond the offer to make amends, we want to explain what happened in this case. There was a mistake made on the back end during your first call (when submitting the damaged call tag to ****** which complicated our normal procedure and confused our customer service representatives. By no means is this an excuse. Our team members should have communicated their confusion right away so our team leaders could effectively troubleshoot. We are using this as a learning experience for the entire team. 
  
  You deserved better than the service you received and we can certainly understand why you became frustrated. Again, please accept our sincere apologies and trust that we have taken swift corrective actions. If there is anything else we can do for you, please reach out. It is our pleasure (and our privilege) to serve!

  Sincerely,

  The Rugs.com Team

  Customer Answer

  Date: 05/31/2023

   
  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:04/10/2023

  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.

  Good day Purchase two rugs from this company a few months ago . Both came ripped underneath. I have reached out to this company several times with no feedback.

  

  Business Response

  Date: 04/10/2023

  Dear *******

  I am very sorry for the issue.
  I was able to locate the order, 57D3VEXQ6U, from September 16th 2022.  I was unable to find an email regarding this order or phone call log so I wanted to inquire if we can offer a replacement for both rugs, both are in stock.

  Please let me know if this would be acceptable and we'll have both rugs reshipped to you at no cost.

  Sincerely,

  Edward 

• Initial Complaint

  Date:03/20/2023

  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 yesterday morning thinking I had gone through all the products filtered to buy 3 rugs. I received 10% from rugs.com because I bought 2 or more rugs and $15 from paypal for using them in conjunction with the order. Later, I reviewed my order to make sure the payment processing was correct and two rugs with a much better color popped up. I called to swap out two rugs that were same price and same company. I was told i had to canceled the entire order and reorder. I did and made a subsequent mistake. This time the rep canceled the mistake and ordered the right one for me. With this action by your rep, I lost the 10% offered by rugs.com and the paypal promotion all of which were on the initial order. In essence my original order didn't change, just the color of the rugs. I wound up paying $80 more for the same items on the second reorder. I don't want to hassle returning these rugs, but I will if I have to. It would be nice if at the point I needed to swap items, the rep was able to process these changes to save the customer's money. I'm 75 years old, on a fixed income and in need this $80 difference. Order numbers in order are (1) 4AEFGMKZQU, (2)U3TUZKZG4D, (3)H97CV3TKG7.

  

  Business Response

  Date: 04/11/2023

  We have reimbursed this customer $80 through their first replacement order U3TUZKZG4D.  With the case closed, we have no way to publicly post this to them.  
  
  

   

  We very much hold customer service as a priority in our business.

   

  Sincerely,

   

  ***************************

  Customer Answer

  Date: 04/11/2023

   
  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:03/17/2023

  Type:Service or Repair 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.

  On Feb 2,2023 I ordered 2 rugs and 2 rug pads from Rugs.com. 2 of the 4 items were returned following proper procedure on 2/14. . Tracking revealed the items were quickly received. **** days to process refund. 2/26 received no refund. Had to call more than once and was told another 3 days of business. 2/27 one additional item was sent back. Received as I spoke to an employee on 3/3 - **** business days promised. Refund should have been received on 3/13. Again had to call the company and ask that refund be expedited. She said another 3 business days. When I make a proper return I should be promptly refunded. Approx 300$ should be credited to my acct. so far I have only received 148$ after multiple calls. I am the consumer. I should not have to call for MY refund. Poor customer service from beginning to end.

  

  Business Response

  Date: 04/11/2023

  I wanted to inquire with the customer if they got their refund.  It does appear to have been processed the day after this complaint was submitted.

  Sincerely,

   

  ***************************

   

• Initial Complaint

  Date:03/03/2023

  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.

  My wife and I have been having a frankly horrendous customer service experience regarding ********************** and a order that they mailed out to us, containing the wrong items.On 11/09/22 we placed an order totaling $1135.58, which included some standard rugs from their store as well as three custom sized rugs for our bathroom, which were one (1) 2'7" x 5'6", and two (2) 2'6" x 3'6" sized Custom *************************** Rugs. The standard rugs were mailed in an appropriate time frame and we had no issue, in fact they are great rugs that we enjoy. The three custom sized rugs did not arrive until 2/18/23 - and upon arrival we realized that they had sent two (2) of the 2'7" x 5'6", and only one (1) of the 2'6" x 3'6" sized Custom *************************** Rugs. Basically they had swapped the quantity of the rugs on the two custom jobs that we ordered and paid for.We figured that since this was such an obvious clerical error, with receipts and documentation to back it up - and since Rugs.com claims to have a "30 Day Hassle FREE returns" policy - there would be no issue resolving this issue. However, attempting to get Rugs.com to either replace the item we didn't order with the item we did order, or simply refund our money has been a nightmare.We have attempted to go through their CS system multiple times, including calling and through web, every time the rep asks for an unnecessary amount of pictures, information, etc. before offering a paltry $43 refund (10% value of the rug we never received) or simply ghosting us without resolution. One e-mail chain went back and forth 10 times, before finally being ghosted.This is insane, we simply want the product we paid for. The way Rugs.com has handled this issue makes me think their CS model is just wasting your time until you forget they ripped you off or get so frustrated you give up.I see that a company rep is replying on this site, so I'm leaving our terrible experience here in the hope that someone at Rugs.com will attempt to remedy this.

  

  Business Response

  Date: 03/08/2023

  Dear ****

  RE: 9RHDBFQYPE

  I am very sorry for the extremely sub-par experienced on your purchase with our business.  There are several issues internally that have affected your experience from the customer service assistance with handling the issue to our productions facility and operations as well.  

  Firstly, I wanted to sincerely apologize that your experience has fallen so short of our own expectations of service.  Customer satisfaction is the foundation of our business and the communication with our representative regarding your inquiry and issue was handled substantially poorly.  A photo of the issue described is absolutely unnecessary.  

  In explanation of the issue, I was able to find that both rugs (in their sizes) were correctly produced by our manufacturing so the source of the issue actually stems from our own shipping operation having tallied the wrong items to ship to you.  The good news is, the rug that is missing is still here and I have had it shipped to you expeditiously this afternoon.  The missing rug is on its way to you through ***** on an express speed service:

  ********************************************************************************************

  Further, for the extremely mishandled experience and inconveniences, I wanted to offer a store credit for $150 towards any future order.  Or alternatively, if you might not have any upcoming need, complimentary rug pads for any rugs on this order.

  I hope one of these options might be acceptable for the issues experienced.  If so, please kindly let me know in response to this thread.

  Sincerely,

  ****** | Rugs.com

   

• Initial Complaint

  Date:01/30/2023

  Type:Product 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 ordered a rug from this company and received it 2 days later. Unfortunately when I opened it it was the wrong rug, wrong model number and wrong color. I immediately called them after discovering the mistake, on 1/21/2023. I was told they would email me a return, paid label so that I could return it and that when they received it that I could expect my refund in **** days, said ******, the phone ***** *** that it would take 1-2 days to *************. Three days later after not receiving email/label, I called again, spoke to ****** who immediately sent the label via email. After watching the video/reading the instructions on how to correctly wrap and return the rug, I purchased the tarp, and took pictures of every step I took to carefully wrap this rug per their instructions, to return the wrong rug so I can receive my refund. I am an elderly, widowed, retired lady on a fixed income, and even though I budgeted to afford the $129.00+ purchase, I need my refund because of their error. I sent the carefully wrapped rug via ***** on 1/25/2023, and received an update from ***** yesterday, 1/27/2023 that the rug had been delivered at 12:33 p.m. I immediately emailed the company with attachments of supporting ***** documents, and the rugs.com paragraph stating that the refund would be forthcoming in **** days, and I asked them to please expedite my refund. I received an email reply from ****** stating that they had, indeed received the return, but that since it was an Amazon order I would need to call them to procure a refund.Not only is it Not an Amazon order, I have never used Amazon. This was a ******* online order which they had previously confirmed not only verbally numerous times, but it is also listed as a ******* order on every corresponding email *** the order itself. I am not going to put up with this. I have gone over and above every request and I expect the promised refund from rugs.com.

• Initial Complaint

  Date:01/05/2023

  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 placed an order on Rugs.com for two rugs with the total amount of $718.00 on December 26th, 2022, and the delivery was initially expected on January 2nd, 2023. Then the delivery date was pushed to the next day, but our package still did not arrive. With no new updates on the tracking number, we reached out to their customer service team to inquire about our order's status. We got informed that the courier has misplaced our package and that they would initiate a trace which would take 3-5 business days. We refused to wait that long and made it clear to them that we'd be forced to request a refund if we don't get an update on the whereabouts of our package in the next 24 hours. Again no updates on the tracking number or from the customer service team. When we contacted them again and requested for a refund, they refused to do so stating that they would first need to hear back from the courier, and requested us to wait for another two days.Failing to deliver on time or not being able to locate where the package is one thing, but to refuse to refund our own money until they figure out with the courier where the package is --that's unacceptable and unprofessional. The other reviews on this merchant don't inspire much confidence either, so we strongly advise anyone reading this to get their rugs from somewhere else.

  

  Business Response

  Date: 01/10/2023

  Dear ***************************

  I am truly sorry for the subpar experience and delay to your order.

  It is unfortunate that during the holiday times we do see, year after year, package delays that they are now unfortunately expected. I understand the website was providing an estimated delivery date but these figures can be easily delayed (and sometimes expedited) depending on several factors out of our hands (carriers increased load from holiday shopping, inclement weather and many others).  

  The handling of your request however was handled poorly and below our company standard so I firstly want to apologize for that.  In immediate response, I have submitted for the order to be fully refunded today, January 10, 2023.  This should take no longer than 48 hours to show visibility in your financial institution as a credit returned.

  In response to your comment about our company showing no confidence, I would like to offer sending you the 6x9 rug (***********************) at no charge.  We have served ********* for over 10 years online and are proud to provide outstanding service, fast delivery and supportive customer service to all sorts of situations.  I hope to amend yours to be one of many positive experiences.

  Please let me know if this would be acceptable.

  I look forward to your reply and hope to amend your experience.

  Sincerely,
  ***********;

  Customer Answer

  Date: 01/13/2023

  Dear ******,
  
  Thank you for your response and attention to this matter.
  
  We appreciate and accept your offer to send us the 6x9 **** rug (***********************). If this rug comes as advertised and meets our expectation, we will certainly be getting our hallway and balcony rugs from you. 
  
  Thanks,
  Bereket
  

• Initial Complaint

  Date:12/07/2022

  Type:Product 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 was Instagram ad targeted a 6x4 ivory flower pattern rug (SKU *******). I bought it on on 11/25. Order # SWMXWSZAT3. I paid $257.52 with tax. On 12/5 I received a package from rugs.com ***** Tracking #: ************ . It was not my rug, but rather a small striped doormat. I contacted multiple people at the company who offered me $38 refund to keep it, then told me that I must return the doormat at my own risk in order to get my refund. They said my rug I ordered was sold out.I asked for a full refund to my CC and they refused saying that the will not refund until they receive the doormat (less any damages). I tried to not open the package for an easier return with less risk but they required me to open the package to take a photo that it is the wrong rug. Scammy and illegal business practices to send me something I did not order, not be able to fulfill what I did order, and hold my refund hostage over a doormat, deducting whatever costs they wish.

  

  Business Response

  Date: 12/07/2022

  Dear ******

  I am very sorry for the trouble with the order.  I see that it was reported to us by you that the wrong item was shipped to you so a return has been initiated for the rug received instead.  The return label was issued, yesterday, 12/6 and will update within ******* link below:
  
  https://www.fedex.com/fedextrack/no-results-found?trknbr=573598313391119
  
  I'll be happy to expedite the refund for you once ***** scans this return rather than waiting for it to physically arrive.

  Alternatively, if you would prefer a replacement item up to $300, I'll be happy to ship it to you on an expedited 2-day service.  It appears that your order must have been mixed with another customer's.   If you would prefer this route over a refund, please let me know what item from our site (up to $300) and I'll take care of shipping it to you expedited.

  Sincrely,
  Edward 

  Customer Answer

  Date: 12/10/2022

   
  I am rejecting this response because:
  
  I have attached my scanned return and tracking info from ****** I should have never had to wait to even do that. I will believe this response to my complaint once I have my full refund back on my card. 
  

  

  Business Response

  Date: 12/13/2022

  The order was refunded to the original form of payment on December 12, 2022.  Upon checking status today, 12/13, it has cleared in return to the financial firm.

  Sincerely,

  Edward 

  Customer Answer

  Date: 12/14/2022

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

  I have been refunded. I still believe I should have never have had to send in the doormat at all. This has been a big ordeal with terrible communication, taking a lot of my time. I will never deal with rugs.com again and will encourage others to avoid them as well.
  
  Thank you.