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: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.

  Nobody answers their phone, I've been trying for 3 weeks, there's nobody working their chat, and the only way to communicate with them is through e-mail. I have been trying to get a resolution to my exchange/problem since the beginning of January. This is horrible customer service. ******* (a manager) supposedly walked me through my exchange. I returned both rugs with both shipping labels in the same box as instructed. They sent me a replacement for 1 rug and charged me for 2. I have been trying to talk to someone and get a resolution to this most recent issue for days, nobody will call, only a blanket general e-mail. ORDER NO.. #******* I'm so incredibly aggravated at the awful customer service that I don't even want my other rug, I just want a refund and be done with this company.

  Business Response

  Date: 02/15/2024

  Hello, *****. Thank you for reaching out, we are sorry to hear about the troubles you have experienced with your exchange and would be happy to look into the matter and see how we can assist.

  After looking into your Order #*******, we are happy to see that your second exchange order was able to be created - based on our records, it shows both exchanges Orders #******* and #******* have since been fulfilled and shipped. We do apologize that we are unable to provide a refund at this time, however, we can assist with a return if this is still preferred. Please note that due to an open chargeback on the original order, a refund cannot be provided at this time but will be processed once it has been reviewed and finalized by the bank should you prefer to proceed with a return.

  Please let us know if you have any other questions at this time or if you would like any assistance with a return for either exchange order/item.

  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,
  
  *************************

• Initial Complaint

  Date:02/06/2024

  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.

  My order number is #*******. I ordered two 2x3 rug systems with the "needlepoint solid caramel rug cover". The rug covers are a caramel color, they a dull gray and they look nothing like the photo of the rug on the website. One of the rug pads also arrived damaged and a Velcro piece is hanging off by a thread. I sent a message on their website about this issue along with photos. This message was not responded to and I had to reach back out. I have made several attempts at contacting support and I have only gotten one response 5 days ago around 3am. Their message was an offer to send another of the same rug cover. Why would I want another rug cover when the two they have already sent were not up to par and one of the rug pads is damaged? The response made no sense to my complaints and when I tried to call the phone number I found for Ruggable it said the line is closed. I have attempted to use their chat feature during their stated hours and it just says no one is availible and to email their support. I have tried every avenue of communication and I am getting little to no response. I feel like this company is trying to send it's customers on a wild goose chase so that the 30 day return/exchange window runs out and they won't have to do anything for their customers. I made my original order on 12/29/23 and it was shipped 1/3/24 and arrived on 1/4/24 or 1/5/24. I made my first attempt at contacting their customer support on 1/5/24 and this issue is still not resolved as of today 1/18/24. They have a 30 days return/exchange policy and their website says "If you received an incorrect or defective item, please contact our ************* Team at ********************************** before entering the return portal". I have attempted to do this several times and they are not responding. Originally I wanted an exchange but at this point I want to return the item but do not want $25.00 deducted from my refund as the issue is the fault of the company and I have tried for exhange.

  Business Response

  Date: 02/07/2024

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

  We pulled up your Order #******* and based on our records, a full refund was provided on 01/19/2024. We are happy to see that our ************* team was able to get in touch with you and provide you with the requested assistance. We do once more want to apologize for any inconvenince or frustration this may have caused as we understand how upsetting these kinds of situations can be.

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

• Initial Complaint

  Date:02/05/2024

  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 ordred a rug the end of December - when it arrived I started an exhange for the same item (smaller). On 1/6 I reived an email from ruggable acknowledging my exchange origional order number *******. I have emailed 3 times no response to my new order and the return amount I am owed. I also have called their customer service number that never is reciving calls. I want the new rug and my refund since the new rug is smaller.

  Business Response

  Date: 02/06/2024

  Hello, *****. Thank you for reaching out and providing us with insight into your situation. We would be happy to look further into the matter.

  Based on our records, we see you were able to get in contact with our ************* team and they were able to assist with your inquiry. Additionally, we are happy to see that your exchange order 7114404 was created and has been confirmed as delivered on January 21, ****. We are glad you were able to recieve your new order and hope you are enjoying your new rug. To confirm, the refund owed for the original order shows as having been processed on January 18, ****.

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

• Initial Complaint

  Date:02/05/2024

  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 ordered a rug (order #*******) it came and it was too big for my space. I requested a return and exchange. I was sent a link to select what I wanted to exchange the rug for. I also received the label to return the current rug. I returned the current rug and selected the replacement. The replacement was more than the original rug. I paid the difference ($193.05) I also exchanged another rug and when I paid the difference for it I got an email! But for the rug referenced above no email. Just charged the money. When I log into my ruggable account theres no record of the rug I paid $548.26 plus the $193.05 when I exchange it for a difference rug. So $741.31 total for a rug. This company has NO customer service to help. No phone number. No one to chat with! $741 for a rug and Ive received NOTHING. Completely unacceptable!!

  Business Response

  Date: 02/06/2024

  Hello, ******. Thank you for reaching out. We are sorry for the trouble you experienced and are happy to look into the matter.

  We looked further into your profile and are happy to see that you were able to get in contact with our ************* team. Based on our records, it shows exchange order 7146853 was created and shows as having bene successfully delivered on January 24, ****. We are glad to see this order has been shipped/delivered and hope you are enjoying your new rug. We do apologize for the delay and initial trouble with getting your exchange and for any inconvenince it may have caused.

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

• Initial Complaint

  Date:02/05/2024

  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 ordered an item from Ruggable on January 5, ****. My daughter informed me on 1/14/24 that the link she sent me was for a floor runner and not a 6' X 9' rug. It appears that your website automatically takes you back to the full-sized rug and changed the gift request that my daughter sent me via text. On Monday, 1/15/24 at 9:00 AM I tried to contact Ruggable to cancel the order prior to shipment to avoid a restocking fee. I tried a phone call, only to hear a recorded message that the phone line is currently closed, then tried sending an email that has still not been answered, followed up by online chat that is "unmanned". Now I received an email that the order shipped on 1/16/24 via Fed-Ex. After multiple attempts to cancel this order, I want to return it and get a full refund, since I "officially canceled it on 1/15/24 a full day before Ruggable shipped it. This might be the worst customer service I have ever experienced. HELP resolve this issue please.

  Business Response

  Date: 02/07/2024

  Hello, *******. Thank you for reaching out and providing us with that information. We are sorry to hear about this experience and would be happy to further assist.

  We were able to locate Order #******* which appears to match the information provided in your message. We are happy to see that you were able to get in touch with our ************* team and this order has since been rerouted/delivered back to us and a refund has been provided in full. We do apologize that we were unable to fulfill your cancellation request prior to your original order being shipped but we glad our team could assist with correcting the matter at hand.

  If there is anything else we may assist with, please let us know.

• Initial Complaint

  Date:02/01/2024

  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.

  I ordered two rugs under order #*******. I the largest rug was an 8x10 foot gray **** rug with rug pad system. I received a 5x 7 gray **** rug and 2 4X10 rug pads to place under the rug. I immediately reached out via email with measured pictures of the rug showing the error in their end and have received ZERO response in week. I have sent the email 3 times. I have attempted to call customer service at 6am EST 2pm EST AND 8pm EST in Thursday and Friday and shockingly the phones are always closed! This is a scam. I spent over $800 on a rug and received one HALF the size. This should be flagged due to their lack of ability to rectify incorrect orders when a large sum of money has CHARGED for that item.

  Business Response

  Date: 02/02/2024

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

  After reviewing your Order #*******, we see that a replacement was created for your Stormy Grey Plush Rug. Based on tracking, it looks like this replacement was confirmed to have been delivered on 01/28/2024. We are so excited to see this and hope you are enjoying your new rug!
  
  We do once more want to apologize for the issues experience with your initial delivery and any inconvenince or frustration it may have caused. We are however glad our ************* team was able to assist and rectify the matter! If there is anything else we may assist with, please let us know.

• Initial Complaint

  Date:01/26/2024

  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 placed my first order at Ruggables e-commerce website on November 25, 2023, and my order number is 6842364.One if the rugs (Color Field in Orange Rug Rug + Pad System 2.5'x10') arrived defective and has shown significant signs of accelerated wear.I have contacted Ruggable numerous times and shared pictures illustrating the quality issues and defects, and they are not acknowledging the issue and have not accepted my request to have the rug replaced under warranty.At this point I want my money back, please.

  Business Response

  Date: 01/29/2024

  Hello, ******. Thank you for reaching out and providing us with insight to the concerns you have had in regards to your order. We do apologize for this experience and any inconvenince it may have had.

  We looked into your Order #******* and see that a chargeback has been filed as of this time. Unfortunately, we are unable to provide a refund per your request due to the open dispute. We do apologize for any inconvenince. Once the bank has reviewed and the case has been closed out, please feel free to reach back out is needed. If the case is won in your favor, the bank will process a refund back to you directly and no further action will be needed.

  If there is anything else we may assist with in the meantime, please let us know.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21118076
  
  I am rejecting this response because: you can issue a refund by accepting responsibility and allowing the dispute to be solved in my favor. 
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 02/22/2024

  Hello, ******. Thank you for following up.

  Unfortunately, any further action will have to wait until the bank has reviewed the chargeback and provided us with a decision, as previously mentioned. Please note, per the the bank, it can take up to 120 days for a response to be recieved. If it is resolved in your favor, a refund will be provided directly from your banking insititute.

  No refund can be provided at this time. If there is anything else you have questions about or request assistance with, feel free to let us know.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21118076
  
  I am rejecting this response because: the dispute mentioned on this  exchanged has closed as on February 23, 2024.  Please process the promised full refund of my purchase.  Thank You. 
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 03/25/2024

  Hello, ******. Thank you for following up.

  To confirm, the chargeback for Order #******* still shows as pending on our end asno verdict from the bank has been provided. As of this time, no refund is able to be processed.Once the chargeback has cleared on our end we are able to take further action as needed.

  Please note that banks often tend toprovide updates for chargebacks on the customer's end/perspective more quickly than the sellers, meaning updates in the status of a case(verdirect reached, closed, etc.) will often update on the your end more rapidly than on ours. Please feel free to follow up with us here or via email ************************************ at a later time to inquire about additional updates regarding this case. We would be happy to further assist as needed and provide any additional insight as it is shared with us by the bank.

• Initial Complaint

  Date:01/26/2024

  Type:Order 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 with the cushioned rug system (paid extra for this) which includes a cushioned pad. I received the rug but did not receive the rug pad which makes the rug useless because it wont stay in place. I emailed and called several times. Phone number doesnt work and all the emails I have sent just generate an automated response and I get no other response after replying to that. I have ordered from here before and sent several people here to buy rugs but never have had a problem or had to deal with customer service. I just need someone to take care of this issue.

  Business Response

  Date: 01/26/2024

  Hello, *******. Thank you for reaching out and providing insight into the issues you have experienced. We do apologize for the error with your original shipment and would be happy to assist.

  Based on the provided information, it seems the order you referenced is Order 7024447. According to our system, a replacement Cushioned Rug Pad / 9'x12' was added to your order and was confirmed to have been delivered on 01/11/2024 (************). We do once more want to apologize for the missing item but are happy to see our team was able to assist with getting a replacement set up and that it has since been delivered.

  If you have any other questions or concerns regarding your order, please let us know. Otherwise, we hope you are enjoying your rug and thank you for the opportunity to help correct the previous issue at hand.

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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 11/26/23. I had to contact them 12/30/23 to ask why I hadnt received an update. They asked for my order number, which they could have easily looked up. And I had to do everything via email. Their phones dont work. Chat doesnt work (basically chatted to a robot). Suddenly I received a tracking number, and my order arrived 1/2/24. It was the wrong rug completely. I took a picture and emailed them. This was after I tried calling again. I received no response. I emailed and tried the chat again on 1/4/24 and 1/6/24. I even filled out a form through the chat. Still no response. I had asked for a free return and for them to send me the correct rug. At this point, Im disgusted with their customer service and would like a full refund. My order number is *******. You can see from the images Ive attached they are completely different items. Ive read other complaints on the same company on BBB. I do not want a partial refund for a wrong item. I want a full refund.

  Business Response

  Date: 01/26/2024

  Hello, ****. Thank you for reaching out and providing us with insight into your order and the issue at hand. We do apologize for the error in your original order/delivery and would be happy to look further into the matter.

  Based on our review of your previous correspondences and your Order #, it looks like a resolution was provided in the form of a replacement! We are happy to see that our team was able to assist and based on tracking, it looks like your replacement was confirmed to have been delivered on 01/22/2024 (************). We hope you are enjoying and pleased with your new rug and apologize again for the error with the original shipment.

  As a replacement was provided, we are unable to provide you with a refund per your original request. However, if you do have any other questions or concerns, please do let us know as we would be happy to offer further assistance, if needed.

  Customer Answer

  Date: 02/07/2024

   
  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:01/25/2024

  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.

  ORDER NO.. #******* order place Nov 26, 23. I ordered this rug and it was delivered but defective. I was very disappointed, this is my 2nd order. There is NO phone number, #s listed are not in service, no one responded to my chat, and I have sent 3 emails since delivery in Dec with no reply. I find it crazy that there is NO one to speak with and replace a defective item. It is however extremely easy to purchase, HMMMMM!!! My Am Ex displays a number ************ (not in service) questions w customer service text do not respond. The number they give for concerns ************ directs you to their website. I am going to be forced to decline the charge as fraudulent on AM Ex. I am stunned and will discourage others from ordering! I will provide photos when I hear from someone. I had already emailed them pics with no response.

  Business Response

  Date: 01/26/2024

  Hello, *******. Thank you for reaching out. We are sorry to hear about the troubles you have had in regards to your order and reaching our ************* team. We would be happy to further look into the matter and assist.

  After looking into your Order #*******, we are happy to see that you were able to get in touch with our ************* team and a replacement was created for you due to the issues experienced with the original item. Based on our records, your replacement was shipped and confirmed as delivered on 01/19/2024 (************). We hope this has helped to address your concerns and that you are pleased with your new rug.

  We do once more want to apologize for any inconvenice or frustration this experience may have caused. If there is anything else we may assist with, please let us know.