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:06/28/2024

  Type:Sales and Advertising 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.

  Weve had a Ruggable on new hardwood floors for a couple years. The nonslip pad they gave us to put underneath it was what we used. We pulled it up recently and it had been collecting moisture and ruined our new wood floors causing them to buckle and collect black mold. After looking online, we found other complaints of the rugs doing something similar to other wood floors. Their website has no mention of this and there was no where to file a complaint and get a response. We have to get our floors completely redone.

  Business Response

  Date: 07/01/2024

  Hello, ******. Thank you for reaching out. We are sorry to hear about this experience and would be happy to further look into the matter!

  Based on the information provided, we were able to find an open/on-going email thread you have open with a member of our team, specifically, with a member of our management team. This has been flagged and it currently being reviewed regarding next possible steps. Please continue to follow up with our team via email at support @ ruggable.com as needed in regards to this inquiry and filing.

  We do again apologize for this experience but are happy to see that you were able to successfully get in touch with our team. Please let us know if you have any additional questions in the meantime!

• Initial Complaint

  Date:06/20/2024

  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.

  This is one of the worst experiences I have ever had with a business. Firstly, they shipped me the wrong product altogether (the wrong rug pattern). The box arrived completely damaged and falling apart. I emailed them with my concern and requested a refund. Instead, they unilaterally sent me a replacement rug and refused to provide me a refund. When I advised that I never requested a "replacement rug" and that I no longer needed a rug since I had to go out and buy a different one altogether for an event, they made me wait until the replacement rug arrives and they are making me have to ship it back before I get my refund. This is absolutely ridiculous - I have to now wait and spend my time because of their mistake. Their customer service team is terrible and takes days to respond. Meanwhile, it's been several weeks and I still do not have my full refund. I will NOT recommend this business to anyone I know.

  Business Response

  Date: 06/21/2024

  Hi, *****. Thank you for reaching out, we are sorry to hear you had trouble with your order and would be happy to further look into the matter and see how to best assist moving forward.

  We were able to locate Order 7633697 under your name which seems to be the order this in regards to. We are happy to confirm that the previous replacement was cancelled per your request and a refund for your original order has been processed. Please note that your refund will be processed back to the original form of payment and that it may take up to 5 to 7 business days for the funds to be made fully available back in your account.

  We do also want to confirm that the previous return label was intended for the original item sent as you had requested a refund instead of a replacement. We do apologize for any misunderstanding regarding the refund and the label provided and hope this helps to clear up any previous misunderstanding!

  As of this time, it looks like no further action is needed regarding your order as the previous replacement(s) have been cancelled and a refund for the original item was processed. Please use the previously provided return label to return the incorrect item originally sent as we understand you do not wish to keep it. If there is anything else we can assist with, please let us know - you can follow up with our ************* team at ********************************** at anytime, if needed!

• Initial Complaint

  Date:06/07/2024

  Type:Sales and Advertising 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 5/30/2024, I purchased 2 rugs from Ruggable.com On 6/4/2024, one rug arrived. I opened the box and the color of the rug was not what I wanted so emailed customer service to start a return/refund request. Return credits (1)($568.06)Nova ************************** + Pad System / 8'x10'$659.00$527.20 Credit subtotal $527.20 Tax credit $40.86 Handling fee $25.00 Total refund $543.06 This is what they are saying they will refund me for a brand new rug that was never used. This was not made clear at all at the time of purchase that I would be down almost $150 just to return. In fact, they say "FREE RETURNS" minus a $25 processing fee. Are there any actions I can take, or BBB can take to assist me in getting a full refund.

  Business Response

  Date: 06/10/2024

  Hello, ***. Thank you for reaching out and for providing the information regarding your order. We do apologize as we understand your frustration regarding our return processing fee and would be happy to provide further insight on why this is applied.

  Since we offer free outbound shipping to customers, we had to establish a return processing fee to cover the cost of shipping packages back to our ****************** as well as the labor involved in inspecting all returned rugs. Most customers really value the free shipping on their orders and our return processing fee is a way to help keep that policy! We know this doesn't change the fact that we have a return processing fee but we hope this explanation helps reduce any frustration.

  Please do also note that our Return Policy is publicly provided via our FAQs, on each of our product pages, linked on our checkout page, and is a part of our Terms and Services which are agreed to when using/accessing our website. We do apologize if you did not read these policies and terms of service in full prior to checking out and would be happy to provide the link to our return policy FAQ page for further clarity on our return and refund policy: ****************************************************************************************************

  As for your Order 7623165, we did just want to clarify that the expected refund for the two returning items is $1068.88 USD - our return processing fee is $25 per item, meaning a total of $50 will be deducted from your refund amount to cover these fees. Please note you should expect two seperate refunds as a refund for each item will be provided as they are recieved and processed by our ******************. We hope this helps to clear up any misunderstandings regarding your return and refund!

  If you have any additional questions or concerns we may assist with, please do not hesitate to get in touch. You can reach our ************* team at ********************************** at any time, if needed.

  Take care now!

• Initial Complaint

  Date:04/16/2024

  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.

  Purchased a rug from the ***************************** collection on Dec 25 2023 Order number ******* It was delivered Jan 4, 2024 I placed this rug in an area that doesnt get much use so I just washed the rug per the care instructions on March 13. When I went to put it back down it would not lay flatI fooled with this rug for a hour but it still would not lay flat. The edges are curling and there super wavy but I gave it over a week to lay to see if it would lay down before contacting Ruggable with pictures and a resolution but nothing. I will say this collection cost more than most Ruggable for what reason that is? I do not know. Ive purchased over 20 Ruggables the past 4 years and Ive never had this issue but I feel like the past several have been much lower quality that what they used to be.

  Business Response

  Date: 04/17/2024

  Hi, *****. Thank you for reaching out! We are sorry to hear that you've had some troubles with one of your rugs and would be happy to further look into the matter.

  After reviewing your Order #******* which is the order this item is related to, we are happy to see that you were able to get in touch with our ************* team and a resolution was able to be met! To confirm, a refund for the *************************** Checker Border Pink & Orange Washable Rug Cover / 6' Round on this order was refunded in full on 03/31/2024. The total refund amount was $204.12 USD.

  We are happy to see that our team was able to assist you and do once more apologize for any frustration or inconveninces this experience may have caused. If there is anything else we may offer assistance with, please let us know. You are also able to reach out to us at ********************************** at any time should you have questions or concerns!

  Customer Answer

  Date: 05/07/2024

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

• Initial Complaint

  Date:03/28/2024

  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.

  I ordered an 8x10 rug top and pad system for over 900 dollars. The company sent the wrong rug top. They are not reachable by phone, and when I reached out to support on line I explained the problem. They then tried to charge my card another 900 dollars. I offered to send back the incorrect top and asked they just send the correct rug top as I already had the correct size under pad. They asked for photos a second day in a row which I have sent to them. *** repeatedly asked to speak to someone via phone and just keep getting these automated emails saying they are sorry ** having a problem and they are working on it.

  Business Response

  Date: 03/29/2024

  Hello, *******. Thank you for shopping with us here at Ruggable and for reaching out. We are sorry to hear about the trouble experienced with your recent order and would be happy to look into the matter and assist!
  
  We looked into your Order #******* and are happy to see that you were able to get in touch with our ************* team several weeks ago via email/phone! According to our records, a replacement Rug Cover was set up and shows as having since been delivered. We are again sorry for the error on your initial order but we are happy to see that our team was able to promptly assist with the matter and get a replacement setup.

  As of this time, it looks like the issue at hand has been addressed with an adequate and agreed upon resolution. If there is anything else we can assist with regarding this order, please do let us know! Otherwise, we hope you are enjoying your new rug and thank you once more for shopping with us here at Ruggable.

• Initial Complaint

  Date:03/28/2024

  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 would never recommend ruggable to anyone at this point. I ordered my rugs and they took several weeks to arrive and did right before the holidays. I waited until after the new year to put them down. I purchased 3 new rug covers for replacements and within 2 weeks the corners and sides started to unravel an pull and fray. The borders themselves already look like they are 5 year old rugs! I decided to wash them to see if it was a fluke and a week later they look even worse. The company advised me to cut the loose strands. Well 1. It's plastic they used to sew it together and it's unraveling. 2. The border is black and underneath us white, when I cut it it looks horrible for what is supposed to be quality rugs. I wanted these for the benefit to be able to wash them because it is needed in my house, however the fact they are falling a part less than a month being used they won't make it a year. I contacted support and several back and forth I am constantly getting the run around and I just want to return and receive a refund. These are very expensive to be falling a part within the first month of use and followed the instructions provided and have not missused the product in anyway. The company does not stand behind its product and it is very hard to get responses from their customer service since you just receive robotic responses.

  Business Response

  Date: 03/29/2024

  Hello, *******. Thank you for reaching out and for shopping with us here at Ruggable. We are sorry you have been less than satisfied with your order and would be happy to help.

  Based on the information provided, we were able to located Order #******* under your name/information. Upon closer inspection, it looks like you were able to get in touch with our ************* team via email and reach a resolution regarding the situation at hand and a refund. As of this time, no further action appears to be needed.

  We are glad our team was able to assist and provide you with assistance regarding this matter. We do again apologize for this experience and if there is anything else we can assist with, please let us know.

• Initial Complaint

  Date:03/15/2024

  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.

  **************** is terrible, communication is off the charts just wrong. They advertise a phone number to contact a d there is actually no number, all communication is via email or text, and seems to be automated and robotic. If you have an issue worh an order it is nearly impossible to clear it up, you will never speak to an actual person. I ordered several rugs from this company, and trying to exchange them was a nightmare. I ordered several in one order, then later was told only one of the many I ordered could be returned. One rug was defective, it was cut and sewn wrong, and lay with a curve to it. They wanted me to send pictures before they would amend the problem and would not send me a Return label. I found a way to initiate through their portal a return, and exchanged it my self, they gave me so much hassle, and didnt believe I had a problem. It was the most obnoxious communication. I think there is a bit of purposeful lack of contact with customers. You cannot correct an order without a great deal if hassle and if you hassle them enough and dont get worn out in the process, you might, maybe, get it figured out. I wont ever order from them again, nor do I recommend them to others. There is plenty of good competition out there.

  Business Response

  Date: 03/18/2024

  Hello, *****. Thank you for reaching out, we are sorry for any inconvenince or frustration this experience may have caused and would be happy to further assist as needed!
  
  We do apologize for any frustration this experience may have caused. We are glad you were able ot exchange your order per your exchange request but understand that was not what you were wanting to do initially. With that said, please understand that it is our policy to request photos whenever a customer reaches out with concerns about any product issues or concerns. These photos help us to better understand the situation at hand and help ensure we give the *************** and resolutions as pormptly as possible. Without photos, we are unfortunately unable to confirm how to best assist.

  If there is anything else we can assist with or any questions you have, feel free to let us know.

• Initial Complaint

  Date:02/12/2024

  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.

  The rug we ordered is fraying and falling apart. We have ordered the rug in September of 2023 and initially reached out to customer support on January 1, 2023. We have received slow responses with poor instructions. We are within the warranty period and expect a proper resolution. Our order number is 113-6267508-1316242.

  Business Response

  Date: 02/15/2024

  Hello, ***. Thank you for reaching out. We would be happy to look into this matter and see how we may assist.

  Based on the information provided, it appears that you did not order through Ruggable.com. Please note that our ************* team available via ********************************** are unfortunately unable to assist with Amazon orders, we have Amazon specialist who are able to assist with these orders. With that said, we do see that one of our Amazon representatives was able to get in touch with you and it looks like a replacement was able to be set up based on the issues mentioned. We do apologize for the initial delay and any troubles you had in originally reaching out. 

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

• Initial Complaint

  Date:02/12/2024

  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.

  On Nov. 27, 2023 I purchased 6 rugs online from Ruggable for a total of $751.46. My order is 691043.I accidentally purchased one of the rugs in the wrong size. According to their exchange policy, I was able to send back the incorrect rug and exchange it for the correct size. Their exchange policy is as follows, Extended Holiday Return Policy: ******************* this holiday season! All items purchased from November 13, 2023 through January 1, 2024 are eligible for returns and exchanges until January 31, 2024.When I put the information into the portal online and it said they would email a label to print for the return. The problem is Ruggable will not email me a return label, nor do I have an address to pay for it myself and mail it back. I have contacted them almost 10 times in regards to the issue, simply asking to please email the return label.Every time they respond, they tell me that the exchange has not been started and I need to go into the portal to begin. However, I know that is not true, because I am showing the credit on my account to make the new purchase. The problem is I do not want to Order the exchange until I send back the original rug because I do not want to be charged for the original rug and a new purchase.All I need is for Rughable to email me a return label, because I only have until Jan 31, 2024 to make the return. Order #******* Returning: Almana black and white, 9 x 12 rug cover for a credit of $401.74

  Business Response

  Date: 02/15/2024

  Hello, *****. Thank you for reaching out and providing insight into the matter at hand, we do apologize you have had trouble with recieving your return label and would be happy to further assist.

  We looked into the order you provided and are happy to see that your return has since been recieved and your exchange Order #******* has been created. Based on our records, it looks like all three of the selected exchange items have been fulfilled and shipped/delivered, we hope you are enjoying your new rugs and are pleased with them!

  If there is anything else we can assist with on this order, please let us know.

  Customer Answer

  Date: 02/27/2024

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

  The problem ended up being in their communication. No one told me to do the exchange first and then they give you the label. This could have been resolved easily if employees were trained better. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  Type:Customer Service 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 Ruggable on January 8, 2024. On January 12, 2024 they reported delivering the rug. A rug was delivered to my house, but it was not the correct item. It was not even close to the rug that I ordered. The website states that if I receive the wrong item that I need to contact them via email instead of processing the return online. I contacted Ruggable via email, but the responses I got from customer service evidenced that they were not even reading my emails. The first response said that they understand I am frustrated about my delayed order. The second response asked for an order number, which I had already provided three times. Then they asked for a photo of the rug that I received, which I did send and requested a manager due to the poor customer service. Despite sending multiple follow up emails and messages via their help website I have not gotten a response from them since January 15, a refund, any information about how the issue will be corrected, *********** from a manager.I would have just contacted my credit card company to stop payment, but I purchased the rugs using a giftcard I got as a Christmas gift from my mother in law.The rug that I did not receive cost $89 and was for my bathroom vanity. I also bought a bath mat to coordinate with the rug. The bill for the entire order was $196.42. I have not yet received that bathmat, but I have no use for it without the other rug for the vanity. Their website states that I will be charged $25 to return each item. Since they sent the wrong item I do not think I should be charged any additional fees and am requesting a full refund. My order number is ******* (placed on January 8, 2024) by *************************** (********************).I also attached a photo of the rug that I received and the delivery confirmation/order from the Ruggable website of the rug that I actually ordered. Thanks so much for any help you can offer!

  Business Response

  Date: 02/15/2024

  Hello, ******. Thank you for reaching out and providing us with your order information, we do apologize for this experience and would be happy to further look into the matter and assist.

  After reviewing your Order #*******, we are happy to see that a replacement has since been set up and based on our records it shows as having been delivered (************). It also shows your Bathmat has also since been shipped and delivered. At this time, from the correspondences and overview of your order, it appears all items have been shipped and recieved including the replacement. If you would like to proceed with a return we are happy to assist, otherwise, we hope you are enjoying your new rug and do once more want to apologize for the troubles with your initial delivery.

  Please let us know if there is anything else we can offer assistance with at this time.

  Customer Answer

  Date: 02/27/2024

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