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:11/14/2022

  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.

  So I bought a 9 x 12 jute and chindi rug. It turned up with marks all over it like it had been dragged across a warehouse floor. Then I noticed it had around 20 areas where it was undone. Then I find dozens of sticks and twigs woven through out and a piece ended up poking my daughters foot. This is unacceptable behavior and I was told by a manager she did not care. Multiple times. I recorded this conversation, I also returned this rug and have had no confirmation of a refund.

  

  Business Response

  Date: 11/23/2022

  Dear ******

  I am very sorry for the trouble. 
  I understand a defective unit was sent to you as our cotton/jute rugs will have jute within them which is a stiff material that can have sections that protrude outwards after time but should not to the point of a hazard.  I see a return label was issued on November 11th, 2022 but appears to have no movement so our returns team have not submitted to accounting to refund:

  https://www.fedex.com/fedextrack/no-results-found?trknbr=573598313303112

  If the rug is still with you, we hope you'll dispose of it since it does not appear to be safe from the description you have provided us.  If it was given to ****** it appears to have been lost so no further action is needed.  

  I have submitted a full refund request to our accounting team today, 11/23/2022 in hopes to have the refund to you in time for the holidays.  It should be fully visible in your account in the next 1-2 business days.  

  Further, I wanted to offer any replacement item up to $150 which we'll send to you at no cost.  We won't require any payment up to this amount and would simply ship the item to you at no cost.  
  
  I hope this is helpful and acceptable.  Again, I apologize for the incredibly sub-par experience and look forward to your reply.

  Sincerely,
  Edward 

• Initial Complaint

  Date:11/03/2022

  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 purchased three Everyday rug pads from Rugs.com, advertised as 1/3" thick. The packaging on the pads, upon delivery, also said 1/3" thick. The pads actually measured 3/16" and a picture of a measurement on the website shows only 5mm which is less than 1/4". I contacted customer service and sent measurement pictures and a return label or 20% off was offered. I opted for the 20% refund. My concern is that the company is knowingly misleading customers, by claiming these pads to be 1/3", but then showing a small picture of a 5mm measurement. If the pad thickness was advertised 1/4", I wouldn't have purchased it. Shame on you Rugs.com!

  

  Business Response

  Date: 11/03/2022

  Dear ****

  I am very sorry for the issue.
  We do sell a variety of rug pads that are in varying qualities so I'll be happy to check your order and compare to our listings and make any adjustments necessary.  I was unable to find an order ID from your email address on this complaint so wanted to ask if you could provide us an order ID so we can investigate this further.
  
  Sincerely,
  ***********;

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  Rugs.com asked for an email address that corresponded to our order. ******************* Order number 6Z42FYRDMB
  
  -*****************

• Initial Complaint

  Date:10/24/2022

  Type:Delivery 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 placed an order to rugs.com for 2 items totaling $207.27 ($188.00 + $19.27 in sales tax, paid via PayPal) on September 25th, 2021. I called customer service the next day to delay shipment of the order, realizing I'd be out of town at the beginning of October and not wanting the order to be delivered when I wasn't home. After returning home I emailed customer service to move forward with shipping the order, which was confirmed by a customer service rep via email on Oct 8th. I waited another week without the order shipping. On October 15th, I called customer service for an update and was told by a representative that they'd follow up with the warehouse and it would ship as soon as possible. Today, October 21st, I chatted with customer service on the ********************** website to cancel the order since it still hadn't shipped. I was informed by that the order was already canceled, and when I asked when this happened I was told that "unfortunately" the representative canceled it in September when I requested to delay shipment. I was never refunded or informed the order had been canceled, and the reps I spoke to since delaying shipment somehow weren't aware of the cancellation, as they assured me the order would be shipping soon. As soon as I mentioned to the rep that I hadn't been refunded, a refund was issued for $188 -- the amount for the items not including sales tax. When I followed up requesting the $19.27 for sales tax be refunded, I was informed that it was a "PayPal charge payment reversal fee" (which after contacting PayPal I was informed is not accurate, and also why should I be responsible for this fee when the order was canceled on the merchant's end?). I believe PayPal is handling this now, but what concerns me is that I'd never have received a refund or any updates on my order being canceled had I not consistently reached out to customer service, and even when the refund came through it wasn't for the full amount. I definitely won't be shopping here again.

  

  Business Response

  Date: 04/20/2023

  I found that accounting refunded this customer $188 on 10/21/22 but for some reason the tax was not included in that refund amount.  We made contact with the customer to obtain a PayPal account email to refund the outstanding balance of the tax on the order ($19.27).  The customer is in contact with us currently as of 4/19/23 so believe this one is handled satisfactorily.

   

  Sincerely,

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

• Initial Complaint

  Date:10/19/2022

  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.

  Rugs.com sent me the wrong rug and despite returning it in a timely way and numerous contacts and reassurances, they have yet to issue a refund in violation of their stated policy. On Sept. 21, 2022, I ordered what was advertised as their 9 x 12 Terracotta Equinox rug for $325.54. The rug that arrived on Sept. 26 was completely different from the one I ordered. (Documentation in PDF below)On Sept. 28, I reached out to the self-service returns portal at Rugs.com. The companys stated return policy is Free 30 Day returns. I had several rounds of correspondence with an employee named ***. He offered me a $100 partial refund to keep it. I asked for the return labels and a full refund. When I did not hear back from ***, I called Rugs.com and spoke with *********. He emailed the return labels on Sept. 28 and I went to ****** bought a box, and used the label to return the rug to the warehouse. The stated policy of Rugs.com is to issue a refund within 10 business days of the arrival of the return at the warehouse.I received no notification from Rugs.com that the rug had been received or that my refund was being processed. When I followed up by phone on Oct. 11, an employee named ****** confirmed that the warehouse had received the returned rug on Oct. 3 and that the policy was that a refund would be issued within 10 business days. She said that she would ask them to issue the credit that day and it never materialized. On the 11th business day after the warehouse received the returned rug (Oct. 18), I called again and spoke with another employee. She said that the notification from the warehouse never reached the returns department. I asked to speak with someone in that department and she said no one was available. And she said it would would now take three more business days for the return to be credited to my account. A few hours later, an email arrived saying my refund had been processed, but it could take 10 business days to show up in my account.

  

  Business Response

  Date: 10/19/2022

  Dear ***********************************

  I am very sorry for the sub-par experience.
  At the times of wishing to return the rug, a return label should have been provided to you.  *** is a newer member of our team in training so I apologize that this very core part of our returns process was not provided to you as it should have been.  

  An urgent high priority full refund of your order was submitted by our team yesterday, October 18th which the refund was handled immediately.  The full refund should be received and fully seen by the end of the day today but may require an additional day or two if you bank with a credit union.  Please do respond back to this BBB case if there is any issue seeing it by 10/21/2022.

  Furthermore, for the sub-par experience, I wanted to offer a store credit of $100.  If you find any item less than this amount, please reply here with the *** number and I'll have it sent to you at no cost.  If you would like to use it towards a purchase in excess of this amount, please reach our customer service team through ************** and refer this message from me.  

  Customer service is our company foundation and we hold ourselves to a high standard for our customers.  In your experience, it is clear that we missed the **** so I hope that this is an acceptable offer to amend your experience with our company.

  Sincerely,
  Edward 

  Customer Answer

  Date: 10/20/2022

   
  Better Business Bureau:
  
  Thank you for your quick attention to this matter. I have reviewed the response made by the business in reference to complaint ID ********. My refund went through today. I appreciate ******'s response and offer for the credit, but I'm all set with the refund. This resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/29/2022

  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.

  IF YOU ARE READING THIS AS A CONSUMER DO NOT BUY FROM RUGS.COM I purchased a rug on rugs.com on 8/9/2022. When the rug arrived on 8/12/2022 the quality was horrible and the way it was shipped meant that the creases would not come out. The company sent a shipping lable on 8/13/2022 and I returned it on 8/15/2022. I contacted the company once tracking showed receipt of the rug they confirmed they received the rug but I haven't received a refund and now the status of my order is showing "unable to locate". I would just like a refund since they have my money and the rug. I have filed a complaint with PayPal.

  

  Business Response

  Date: 08/30/2022

  Dear *****
  I am very sorry for the subpar experience.
  I see the order didn't work out so it was requested to return on 8/13.  A return label was provided to you on this date and I understand it was dropped off on 8/15 but ***** wasn't showing scans.  The package was scanned on 8/18 and ultimately arrived back to us on 8/22:

  https://www.fedex.com/fedextrack/?trknbr=573598312963232&trkqual=12024~573598312963232~FDEG

  This is currently in our returns department processing still but I have submitted this to accounting to have refunded to you today.

  I apologize for the delayed time processing the refund and hope this is helpful.

  Sincerely,

  Edward 

• Initial Complaint

  Date:07/19/2022

  Type:Delivery 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 July 10th I purchased a rug from Rugs.com. The rug was received on July 12 but it was not the color I ordered. I sent a photo of the rug to Rugs.com customer service and they agreed it was the wrong color and sent me a shipping label to return the rug. They said a replacement rug would be shipped in 24 to 48 hours. I shipped the rug back to Rugs.com on July 12. I have sent multiple emails requesting shipping details for the new rug. Initially customer service continued to say 24 - 48 hours. Now it is a week out and they are no longer responding to my emails.

  

  Business Response

  Date: 04/18/2023

  the customer was reshipped a replacement on July 14, 2022.  

  Tracking is: *****************************************************************************************

   

  The replacement was given and we're happy to further offer a $50 store credit for the troubles experienced.

   

  Sincerely,

   

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

• Initial Complaint

  Date:07/18/2022

  Type:Delivery 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 a rug from Rugs.com on 7/12/22 and received a confirmation email indicating the correct delivery address. I then received an email on 7/14 stating my order was out for delivery, again indicating my correct delivery address. I then received confirmation the ordered was delivered. When I went outside to look for the package, it was nowhere to be found. I work from home and was home all day and never heard a knock or doorbell and received my security camera footage and there was no ***** delivery that day (or any other day that week). I emailed Rugs.com and they responded by asking for the correct shipping address. I sent my address back and was then told I gave them an incorrect shipping address and I would have to go to the incorrect delivery address myself to retrieve the package. I then looked at the ***** proof of delivery and it has no delivery address listed, no photo attached, nothing. Then when I go back to look at the earlier emails from Rugs.com, magically my address is the address that Rugs.com claims to have delivered to, which isnt even in my zip code and doesnt match my billing address. They offered me 50% off a replacement rug and told me there was nothing left they could do for me. I want a full refund.

  

  Business Response

  Date: 07/20/2022

  Dear Alison

  I am very sorry for the trouble.
  I see from the communication on the order that it appears the wrong address was submitted on the order which was paid through PayPal.  PayPal is very strict to merchants to not alter addresses after an order is submitted as this is largely part of their fraud division so it did appear we were unable to make the adjustment due to this.

  On 7/17/2022, you had written to our team to have the address adjusted which was different than the address given.  
  

  Since we were unable to adjust the address and it is now delivered elsewhere, we can offer a reshipment of the rug to the address you have given us to reroute the original package to.  

  There is currently an active dispute with PayPal so we're unable to refund the order with an active dispute ongoing.  It can take anywhere between 30 and 120 days for PayPal to come to a decision.

  Please let me know if this would be acceptable and we'll have a replacement sent to the address updated.

  Sincerely,

  ****** | Rugs.com

   

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17580466
  
  I am rejecting this response because:

  Rugs.com has not provided any proof that a package was sent from Rugs.com to me.  The proof of delivery that shows up for the tracking number provided by Rugs.com does not have any information as to the shipper, the shippers address nor does it have any information about the recipient or the recipient address.  This has nothing to do with PayPals practices.  I provided the correct shipping address and Rugs.com surreptitiously tampered with my order to indicate a different shipping address than what I provided after I reported I didnt receive a package.  Regardless of the shipping address, Rugs.com has offered no evidence they sent a package to me, in my name, from Rugs.com because no proof exists.  This amounts to fraud and theft of my money.  I have alerted the ************************ as well as the ********************************************* of this fraudulent transaction.

  
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/21/2022

  Good afternoon

  Yesterday, 7/20/2022, I have reached PayPal directly to provide us a bypass to submit a refund on the transaction since there was an active dispute.  PayPal accepted and the refund was processed.  As of today, 7/21/2022, the refund has processed through so should be in your account.

  Please let me know if there is anything I can do to further assist.

  Sincerely
  Edward