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:11/17/2022

  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.

  Order ******* I purchased a runner with a cushioned pad. It arrived today and the pad is not SLIGHTLY smaller, it was obviously cut too short. I contacted CS regarding return or a replacement. I was told because I am in Canada I will need to pay full shipping (nearly $100). I asked to exchange the pad for a classic pad. I cannot exchange, and must buy this after I have returned the one I received today. So I will be paying nearly half of what I paid for the entire order to ship back a defective pad. Not acceptable IMO.
  Last night I ordered an 8x10 with the cushion pad. I decided after seeing the height that pad raised the runner off the floor it would likely be a tripping hazard for our elderly relatives who will be visiting for the holidays. I spoke to ****** who is a CS representative and she offered to cancel the shipment with FedEx for me. I was so appreciative as I would be looking at again paying to ship back to return a pad. This time for an 8x10, not just a runner. I emailed a couple of hours after speaking with ****** to confirm the order had been cancelled, and ******* basically said too bad, the rug has shipped you're out of luck lady. I explained ****** had assured me she would cancel the shipment directly with FedEx and no response. So I am forced to take delivery only to pay an astronomical fee to ship back?? My plan was to reorder as soon as I confirmed cancellation was done with FedEx to get the classic pad instead. Now, I can't fathom keeping anything I've ordered. I'm sickened with the entire experience and honestly disgusted with the lack of customer service. The order number for the 8x10 that was supposed to be canceled by ****** is *******. The cost in CAD for this was $900.42.
  Receipt attached is USD. Currency exchange totals $900.42.
  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Hi, ********. Thank you for shopping with us here at Ruggable, we are saddened to hear about your experience regarding your recent orders and apologize for any inconvenince or frustration this may have caused.
  
  We looked into the orders mentioned and are happy to see that you were able to work with our Customer Care team regarding the situation at hand! To confirm, the overlap you first mentioned with your runner appears to be correct - a couple of inches of overlap all the way around is to be expected and is an intentional part of the design! We see that our team provided return instructions for this item but it seems no return has been set up to date. If this incorrect please do let us know! We would be happy to properly notate any return and update your order appropriately. Additionally, the trouble regarding your 8'x10' and shipping looks to have been addressed and you were refunded in full for the order.
  
  We do sincerely again apologize for this experience and the issues with FedEx. We do want to confirm that our team worked to have the shipment stopped/returned to us but there was unfortunately an error regarding the request with FedEx - for this, we are very sorry. We are however happy to see that our team was able to remedy the situation via a refund and we hope this resolution met your expectations.
  
  At this time, it appears all of your questions and concerns were addressed and the refund mentioned previously shows as being processed back to the original form of payment. If you have any further questions or concerns regarding either order please do not hesitate to reach back out to us at [email protected]! Our team is happy to further assist however needed.
  
  Thank you for your time.

• Initial Complaint

  Date:10/19/2022

  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.

  I purchased two rugs from this company, in July and August of 2020. The last time I removed the top part of the rug so it could be washed, I noticed the pad of the rug was releasing tiny pieces of plastic. This has continued to happen, with both rugs, where we no longer wash them because the rug pad is clearly deteriorating and expelling micro plastics everywhere. Given the size of the pieces of plastic, this is also a health issue, since they can easily be ingested accidentally by children or pets. The company stated my warranty has expired and offered a discount in future purchases. I don't believe this is a warranty issue as no product should deteriorate at this rate with 2 years of use.

  Business Response

  Date: 12/12/2022

  *****************. Thank you for shopping with us here at Ruggable - we are terribly sorry to hear about this experience and want to apologize for any concerns or frustrations this may have caused.
  
  With that said, we looked into your order and are happy to see that you were previously able to reach out and get in touch with our ************* team via email ************************************* Upon closer inspection, it appears that you were able to come to a resolution with our support team via a refund for the items in question!
  
  We do again sincerely apologize for this experience but we are happy to see it has since been resolved. If you have any further questions or concerns, please do not hesitate to reach back out and follow up with us at *********************************** Our team is always happy to help!

• Initial Complaint

  Date:10/08/2022

  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.

  I purchased (2) rugs and like all customers I paid a pretty penny for them. I waited patiently and was extremely excited to receive them BUT when the products arrived the packaging had a HUGE disclaimer that items were made with a known chemical to cause cancer ( Dichloromethane, methylene chloride).
  
  I am extremely disappointed and will be returning the product ASAP but also unhappy because I'm being penalized $50 dollars ($25 each per rug) to process the refund. Ruggable obviously knows their product is trash and therefore decides to charge us the customer a processing fee. Ruggable, shame on you for ripping off your customers.
  
  I ask that ruggable gives me my FULL refund as they are the ones putting my health at risk by producing, manufacturing and bringing into American homes a known chemical to cause cancer.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi,****. We are sorry to hear about this experience and apologize for any inconvenince this may have caused.
  
  We looked into the matter and are happy to see that you were able to get in touch with our Customer Care team via email and have already been assisted with your request!
  
  Please do continue to follow up with our team at ******************** should you have any further questions or concerns. Our team is happy to assist however they can.

• Initial Complaint

  Date:10/04/2022

  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 an outdoor rug, specifically the Outdoor Offset Stripe Black Rug, Rug + Pad System, from this company on October 16, 2021 for a total of $303.98 (order #*******). I purchased this specific outdoor rug because Ruggable claims the following about these products (from their website): "built to withstand the elements, indoor or outdoor;" "built to resist color fading from sun or chlorine exposure;" and "...wash them in the washing machine. They'll be spic and span in no time." The company also states, "They're designed to hold up exceptionally well in high-traffic areas, whether indoor or outdoor." I have found that none of these statements appear to be true in regard to the outdoor rug I purchased, which was not even located in what would be deemed a high traffic area. I am writing because in less than a year, this rug has completely faded, so badly that it has turned a different color. Being outside, it also has some dirt stains, and no matter how many times I wash and sweep the rug, they will not come out. I feel like the statements made by the company are false advertising. I contacted the company with my concerns and requested that I be able to return this faulty product for a full refund. They instead offered me a replacement rug cover. These rugs are obviously not actually made for the outdoors. For several reasons, I feel I am owed a full refund. First, I purchased the rug cover and the rug pad as a unit. You cannot use the rug cover without the rug pad and vice versa, therefore having them together makes a complete rug. Second, I am still within the warranty period and this product has not performed as described. Lastly, in my experience, none of the statements about this rug have shown to be true, so I do not want a replacement from this company. I want to purchase a completely different rug. The resolution I request is a full refund in the amount of $303.98. Thank you.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Hi, ******. Thank you for shopping with us, we do apologize for this experience.
  
  We have reviewed your case as well as looked into your order #*******. In this case, we are able to offer you a replacement of the Rug Cover or a refund for the Rug Cover only. We would be happy to proceed with either, as per your preferences!
  
  Please note that while the order in question is still within warranty as mentioned, we are only able to offer a replacement and/or refund on the item(s) causing issues or not meeting expectations. In this case, that would be your Rug Cover.
  
  As your Rug Pad is not experiencing any issues, we are unable to offer a replacement or refund for this item. You can however use our Classic Rug Pad in conjunction with any of our same-size Rug Covers.
  
  Please feel free to follow up with us here regarding how you would like to proceed. You can also follow up with our Customer Care team at ******************** for further assistance as well.
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I am disappointed to not receive a refund of my entire purchase, even though I am willing to return the product, I accept the refund for the Rug Cover. Future customers please be advised, if the rug does not perform as promised, you will be stuck with the Rug Pad. I wish I had known this before purchasing from this company, and I would not recommend this to anyone. There are many other competitors now who have much better customer service practices and do not sell their rugs in a 2-part system. I would suggest you do your research before buying from this brand.

• Initial Complaint

  Date:09/15/2022

  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 purchased my rug on 08/12 and it was fully assembled on 08/20. But as of 09/15 I have not received any further updates regarding shipping other than confirmation that my rug was already assembled and being shipped "SOON". I have reached out to customer support 3x and each time they keep telling me I'll get a shipping update in 2-3 business days then 3-5 business days. I have received absolutely no information and there hasn't been any updates to my order since 08/20.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Hi, *****. Thank you for shopping with us - we do sincerely apologize for this experience and any inconveninces it may have caused.
  
  We were able to locate order #******* placed August 12, 2022 that matched the information provided. We do apologize for the delay but are happy to see that you were able to get in contact with our Customer Care team and they were able to help with a cancellation and refund per your request. At this time, your order has been fully refunded back to your original form of payment!
  
  We are sorry for this experience but we are happy to see that our team could help provide the requested assistance. We want to extend this code to you as an apology for this experience: ***************
  
  The above code is for 15% off and never expires, so it can be used whenever is most convenient for you! Please do not hesitate to reach back out to our team at ******************** for any further questions or concerns, as well.

• Initial Complaint

  Date:08/25/2022

  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 which has not been delivered. I received a delivery notification saying that it had been signed for by an ********* but with not details of where it was delivered. My housemate was home on this day, there was no knock or delivery notification slip, and my immediate neighbours are not called ********. I have attached the FedEx delivery note I received, which shows the name that signed for the rug, but with no address attached.
  I have now sent 5 emails to ruggable asking for them to find out where my rug is, but have not received a reply. They initially suggested I contact FedEx, which I did and they said they could not help as the rug was signed for.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Hi, *****. Thank you for shopping with us at Ruggable - we are terribly sorry to hear about this experience!
  
  We looked further into your order and are happy to see that you were able to connect with our Customer Care team regarding this matter. According to our records, it looks like a replacement was able to be set up and confirmed by our team on 25 August 2022 and the replacement order was marked as delivered by FedEx on 01 September 2022.
  
  We do again apologize for this experience and any trouble you had with your initial emails. Please do not hesitate to reach back out to our Customer Care team at*********************** for further assistance as needed - our team is happy to help!
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, it was, thanks for sorting this out,
  *****

• Initial Complaint

  Date:08/22/2022

  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.

  I purchased a ****** rug from the company. It came apart, they offered a replacement. I didn't want a replacement I wanted a refund. They only gave me 25% of my refund. That's ***** out of *******
  
  Company refuses to give me my money after I showed proof of the cheap rug. They refuse to honor my request.

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Hi, *********. We are sorry to hear of your dissatisfaction with your rug as well as your experience with us.
  
  We have reviewed your order and the previous email correspondences. In this instance, we would be happy to honor the previously offered full refund on your Rug Cover. We are unable to offer a refund on the Rug Pad as the issues shown only affect the Rug Cover. To confirm, the total refund amount of $244.71 previously mentioned by one of our representatives is accurate and would be the total amount refunded.
  
  We do also see that a previous check was sent out and we would be happy to resend a new check for this corrected amount. All we would need is confirmation of your shipping address in order to approve the refund and process this request.

• Initial Complaint

  Date:08/20/2022

  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.

  On July 24th I made a purchase of a rug for ******** On July 31st they indicated my rug "was almost ready" via email. Shipping details said it would ship on Aug 3rd. On Aug 16 I emailed their support email address to request a status update. On Aug 19, I emailed a 2nd time since there was no response and no updates on the whereabouts of the order.

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hi, ********. Thank you for shopping with us - we do apologize for this experience and any frustration it may have caused.
  
  We've looked into the matter and we are sorry to say that we do not see the previous correspondences mentioned. In these instances it may be the issue of the response being sent to the incorrect email address (to confirm, our Customer Care team can be reached at ******************** - we have other emails for notifications, our newsletter, etc. that are non-reply!). We do apologize if this is the case!
  
  With that said, we would be more than happy to assist with getting this matter corrected. Upon further inspection of your order, tracking via ***** indicates that it was delivered ("left in the mail room", indicated by the note on the tracking) on 09/06/2022. While ***** can sometimes mistakenly update packages a bit early and grace periods of 24-48 hours for updates can occassionally be expected, it seems that your order was misdelivered in this case as no further updates have been provided and the delivery date in question was nearly a week ago.
  
  In this instance, we would be more than happy to set up a replacement order for you and place it on our priority list to ensure it is sent out as quickly as possible! All we would need is for you to confirm your best, up to date shipping address.
  
  Alternatively, if preferred, we would be happy to process a refund for this order as we understand how frustrating this situation is.
  
  With that said, we do want to share that updates and correspondences via BBB can take time due to processing. For quicker assistance, we have had a member of our Customer Care team reach out to you via email. Please feel free to follow up there (and be sure to check any junk/spam folders in case it was sent to the wrong place mistakenly!) or you can respond here and we will follow up with confirmation regarding the next plans of action with this order.
  
  Please let us know (either via email or response through this platform) how you would like to proceed and confirmation of your shipping address, if needed. We look forward to your response!

• Initial Complaint

  Date:08/18/2022

  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 pad from the company six weeks ago. The order never arrived even though they charged me full price. It was impossible to get a hold of somebody in customer service so after emailing several times they told me that the rug must have been lost somewhere. They then offered to ship me out another rug pad in an expedited fashion. That has been over 15 days ago and the order has not even come close to shipping. When asked about discounting or canceling I get absolutely no response.
  
  The second order is *******

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hi, *****. Thank you for shopping with us here at Ruggable! We do sincerely apologize for this experience and any frustration it has caused - we are more than happy to assist.
  
  We looked into your order and it appears that the original order this is in reference to is Order #*******, placed July 31st, 2022, for one (1) Classic Nonslip Rug Pad / 9'x12'. We do see the shipping issue as well as the replacement order mentioned. We do sincerely apologize for these delays and issues!
  
  With that said, we are happy to report that we do see your previous correspondences with our team regarding the request for a refund and cancellation of the replacement order. Your replacement order #******* was cancelled on August 18th, 2022 and your original order #******* shows as having been refunded on August 19th, 2022 (going back to the original payment method, a **** ending in ****).
  
  We do sincerely apologize if you had any trouble with recieving any of our previous responses via email regarding these matters! Our emails can sometimes be sent to spam/junk folders and for this we do apologize.
  
  We are happy to see our team was able to assist with your request and we hope this helps to address your main concerns. If you have any questions about these orders or if you have further concerns, please do feel free to follow up with us either here or via our Customer Support channels via email, phone, etc. We are happy to further assist as needed!