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:08/03/2025

  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.

  Was purposefully forced into accepting a package that was severely delayed and keeping a subsequent item purchased to go with the severely delayed item by deliberate delays in communication. I emailed many times when attempts failed to reach anyone on their customer service line after leaving several messages . I followed ALL procedures to stop the shipment of the delayed item and return the subsequent item .

  Business Response

  Date: 08/04/2025

  Please find the proof attached that the customer had not followed proceedure to either return nor cancel her order.

• Initial Complaint

  Date:04/08/2024

  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 business claims they have an A+ rating with BBB which is a lie. I placed and order for a rug on 2/13/24 order number ******* and have yet to receive it. They are impossible to get a hold of and have terrible customer service so I'm pretty sure I got scammed out of my money.

  Business Response

  Date: 04/09/2024

  We spoke with the customer on April 4 and again three times yesterday on April 8 by live chat, email, and phone. We advised her this is Shipping on April 14. I believe she is all set. Thank you.
  

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for several rugs with protection plan in July 2022. When ordering, their website indicated that the rugs I selected were in stock and available for immediate shipment. My email receipt, however, indicated a 1-2 month lead-time for delivery. I contacted customer service for clarification and was advised that the rugs would take 1-2 months to ship. I accepted this and waited patiently for my rugs to arrive, but they never came. When the rugs did not arrive in the 2 month timeframe, I called the company to follow up. Each time I called, I was put on a long hold and not given the opportunity to speak with a representative. I was given the option to leave a message for a callback, but never received a return call. I left a few voicemails with my order number and clear instructions for call back, but no one called me back. I went online last week again and saw the company changed the look of their website. I found instructions for cancellation--but when you follow the instructions to access the cancellation form, there is no form online you can actually fill out to cancel your order. The website refers you to a form to use, but it doesn't actually exist. (Please see attachment for clarification.)I additionally emailed them last week advising them again to cancel my order and refund my credit card. This email has not been answered.I spent over $900 and have not received any items. I tried additionally resolving with my credit card company, but since it is beyond 60 days since purchase, they will not help me seek restitution with the vendor. Very frustrating, since RugsDoneRight conveniently asks you to wait for your rug to arrive--then by the time you realize you have been scammed, it's too late to seek restitution with your credit card company for a refund.

  Customer Answer

  Date: 03/10/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/29/2025

  
  We want to begin by offering our sincere apologies to any customer who experienced delays or did not receive their order during the post covid crisis. We understand the frustration this caused and take full responsibility for the impact it had on your experience with our company.
  
  During that time, global supply chain disruptions tied to the COVID-19 pandemic created significant and unexpected challenges for our business. Unfortunately, despite our best efforts, these challenges led to fulfillment failures and communication breakdowns that are not reflective of the standards we hold ourselves to.
  
  Since then, Rugs Done Right has undergone a major restructuring to prevent issues like these from happening again. Weve scaled the business back significantly and taken a more focused approach to our product offerings now only featuring rugs with a proven track record of timely delivery and consistent availability. This change allows us to provide more reliable service and avoid the extended backorders that contributed to past frustrations.
  
  Were not the same company we were in 2023. Weve listened,learned, and made meaningful changes to ensure that every customer interaction reflects the care and reliability you deserve. We know trust must be earned,and were working every day to do just that.
  
  Thank you for your understanding and for giving us the opportunity to grow and improve.
  
  The Rugs Done Right Team

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rug online from this business on 08/05/2022.I spent $265.20. I used my **** card to purchase the rug.Their website has a logo that says BBB with an A+ rating.My order number was 8839959.The business has not sent the rug to **** have left 3 messages on email and phone. They have not contacted me in response to my messages.

  Customer Answer

  Date: 03/09/2023

  I have not heard from the business in response to my complaint.

  They have not responded to numerous emails or phone messages.

  Business Response

  Date: 04/29/2025

  
  We want to begin by offering our sincere apologies to any customer who experienced delays or did not receive their order during the post covid crisis. We understand the frustration this caused and take full responsibility for the impact it had on your experience with our company.
  
  During that time, global supply chain disruptions tied to the COVID-19 pandemic created significant and unexpected challenges for our business. Unfortunately, despite our best efforts, these challenges led to fulfillment failures and communication breakdowns that are not reflective of the standards we hold ourselves to.
  
  Since then, Rugs Done Right has undergone a major restructuring to prevent issues like these from happening again. Weve scaled the business back significantly and taken a more focused approach to our product offerings now only featuring rugs with a proven track record of timely delivery and consistent availability. This change allows us to provide more reliable service and avoid the extended backorders that contributed to past frustrations.
  
  Were not the same company we were in 2023. Weve listened,learned, and made meaningful changes to ensure that every customer interaction reflects the care and reliability you deserve. We know trust must be earned,and were working every day to do just that.
  
  Thank you for your understanding and for allowing us the time to try to make amends with each affected customer.
  
  The ********************** Team
  

• Initial Complaint

  Date:02/12/2023

  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 #******* was placed on Jan 2, 2022 in the amount of $3067.02 for 7 rugs. Surya ********************* Blue Rug 1 2'0"x3'0" - Rectangular Ship Time: 2-5 days $93.50 Surya ********************* Blue Rug 1 7'6"x9'6" - Rectangular Ship Time: 2-5 days $909.50 Surya ********************* Black Rug 1 9'0"x12'0" - Rectangular Ship Time: 2-5 days $1,589.50 Surya ********************* Grey Rug 1 6'0"x6'0" - Square Ship Time: 2-5 days $531.25 Surya ********************* Grey Rug 2 2'0"x3'0" - Rectangular Ship Time: 2-3 Months $187.00 Surya ********************* Grey Rug 1 2'6"x8'0" - Runner Ship Time: 2-5 days $297.50 Five of the seven rugs ordered were received within a reasonable timeframe. When I checked on the remaining 2 rugs (Surya ********************* Grey Rug 2 2'0"x3'0" - Rectangular Ship Time: 2-3 Months $187.00), in June they claimed that the delay is the fault of the factory and not them (the distributor). Now I have waited for over a year and have decided that I have waited long enough, but I am not able to get in touch with anyone at the company. I have tried calling on the phone, emailing, and chatting through their website. No response has come to any of my communication. I would either like a refund or would like the products to be delivered immediately. It seems like the may no longer be operating, however, their website still seems to be able to take orders.

  Customer Answer

  Date: 02/26/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/29/2025

  
  We want to begin by offering our sincere apologies to any customer who experienced delays or did not receive their order during the post covid crisis. We understand the frustration this caused and take full responsibility for the impact it had on your experience with our company.
  
  During that time, global supply chain disruptions tied to the COVID-19 pandemic created significant and unexpected challenges for our business. Unfortunately, despite our best efforts, these challenges led to fulfillment failures and communication breakdowns that are not reflective of the standards we hold ourselves to.
  
  Since then, Rugs Done Right has undergone a major restructuring to prevent issues like these from happening again. Weve scaled the business back significantly and taken a more focused approach to our product offerings now only featuring rugs with a proven track record of timely delivery and consistent availability. This change allows us to provide more reliable service and avoid the extended backorders that contributed to past frustrations.
  
  Were not the same company we were in 2023. Weve listened,learned, and made meaningful changes to ensure that every customer interaction reflects the care and reliability you deserve. We know trust must be earned,and were working every day to do just that.
  
  Thank you for your understanding and for allowing us the time to try to make amends with each affected customer.
  
  The ********************** Team

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  The response from Rugs Done Right is nothing more than an apology.  While the apology is nice, the product I ordered still has not been delivered and no refund has been provided.  I emailed them 8 times on this item alone, not to mention multiple calls, chats and messages through their website.  I expect to received a $187 refund or the rugs that I ordered.  If they were not able to deliver an item in a reasonable amount of time, then a refund should have been provided.  Order #******* was placed 1/2/22.  Today is 4/30/25.  That's 3 years and 3+ months!  No business transaction for a simple rug should ever take that long to resolve.  These are the items that were never delivered:

  Surya Rug ******** FM-7173Grey Rug -2'0"x3'0" -Rectangular
  FM-7173_2Ft0Inx3Ft0In_Grey
  $93.50
  x
  2
  $187.00

  Rugs Done Right may contact me at any time to provide shipping details or provide me with a refund.  Until one of those two happens, this issue will not be resolved.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 04/30/2025

  Hi *****.  Thank you for replying.  I can't apologize enough for the lack of response from my end.  I know this does not make up for your loss, but to further explain, I personally started the business in 1999.  During the covid crisis we lost key employees, as well as the other issues I already mentioned, which made it impossible to communicate with our customers on an individual basis.  We did reach out to an attorney who advised we could not hand pick which orders to fill or refund.  I personally felt paralized and without options.  I am NOT dismissing your complaint- but rather trying to add some perspective for you.  

  To move forward, I can offer you the same value towards this rug in a different size- I checked the 2x3's and see they are not available any longer.  are you able to use the 2'6x8 runner, or a 4' round perhaps?

   

  I really want to work with you to make things right.

   

  Please let me know.

   

  Best,

  *****

  CEO

   

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order, order # *******, on July 18, 2022. I have never received the order and the order never shipped as it is still listed in my online account with them as "pending." I have called countless times and left messages as well sending numerous emails, all of which have gone unanswered. I want a refund of my $631.96 that I paid them.

  Business Response

  Date: 04/29/2025

  
  We want to begin by offering our sincere apologies to our customer who experienced delays or did not receive their order during the post covid crisis. We understand the frustration this caused and take full responsibility for the impact it had on your experience with our company.
  
  During that time, global supply chain disruptions tied to the COVID-19 pandemic created significant and unexpected challenges for our business. Unfortunately, despite our best efforts, these challenges led to fulfillment failures and communication breakdowns that are not reflective of the standards we hold ourselves to.
  
  Since then, Rugs Done Right has undergone a major restructuring to prevent issues like these from happening again. Weve scaled the business back significantly and taken a more focused approach to our product offerings now only featuring rugs with a proven track record of timely delivery and consistent availability. This change allows us to provide more reliable service and avoid the extended backorders that contributed to past frustrations.
  
  Were not the same company we were in 2023. Weve listened,learned, and made meaningful changes to ensure that every customer interaction reflects the care and reliability you deserve. We know trust must be earned,and were working every day to do just that.
  
  Thank you for your understanding and for giving us the opportunity to grow and improve.
  
  The Rugs Done Right Team

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  there is no resolution contained in their response. I requested a refund, they took my money and provided nothing in return and have never refunded me 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 04/30/2025

  Hi *******-  Thank you for replying.  I can't apologize enough for the lack of response from my end.  I know this does not make up for your loss, but to further explain, I personally started the business in 1999.  During the covid crisis we lost key employees, as well as the other issues I already mentioned, which made it impossible to communicate with our customers on an individual basis.  We did reach out to an attorney who advised we could not hand pick which orders to fill or refund.  I personally feel paralyzed and without good options.  I am NOT dismissing your complaint- but rather trying to add some perspective for you.  
  

  We do have your order and details on the list of creditors who are expecting a monetary resolution.  Once the attorney tells me we can move to the next step I will let you know. 

   

  I am working hard to make things right.  Any new business profit is ONLY used to go towards that effort.  I am not being paid, and will not take money from the company until we can clear our debts. For the time being, that is my plan insead of filing which would solve nothing for consumers. I hope to have better news for you in the near future.
  
  Best,
  *****
  CEO

  
  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  this business literally stole my money. All of their apologies are worthless, I want my mo yea back. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 05/08/2025

  I am sorry you will not accept our response.  I have apologized and tried to make ammends as best as I can.  The entire situation is unfortunate.  The attorney DOES have your name on the list as a creditor.  At this point, given that you will not accept my apology, I'm not able to help any further.  I will always respond, and keep you updated as things progress.  Thank you.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 from Rugs Done Right and have heard nothing from them. I tried to cancel the order, tried to call them looking for a status, and tried to contact them via email and live chat and nothing is working. I might be out much money if I do not get my rugs.

• Initial Complaint

  Date:12/26/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 #******* 02/26/2022 $7155.00 for ***** Rug and pad I have inquired multiple times about where the rug is and have not received it 10 months later. In June I received a reply that it would ship shortly. **************** says they cannot reach the business and will not refund the charge. I have paid $6800 and have no rug. I received the wrong paid and paid a lot to send it back and then they sent me the right pad (which I do not need without the rug!). I would like the rug still but do not want to wait months longer, I want regular updates on the status from the business, and I want a guarantee for a refund if it is not going to arrive soon! I advise others to consider carefully the risk before purchasing!

• Initial Complaint

  Date:12/04/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hi BBB,Order #******* was placed with Rugs Done Right via online purchase on 7/25/22. I've had followed up twice with emails and called multiple times - not a single responce.

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Cant get a status on order number 883-9531. I ordered a rug from this company back in July. I am unable to communicate with anyone via email, live chat, phone call. They have had $1200 of my money since July and I have no recourse to get a refund, to check status of the order, or to even speak with anyone. I am seeking a full refund.