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Business Profile

New Carpets

Rugs Done Right, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 May 30th, 2022, I created an order online through https://www.rugsdoneright.com where I purchased a quantity of six (6) Loloi Century CQ03 Sand Rugs of size 1'6"x1'6". At the end of the checkout process I paid a total of $283.20 USD with my MasterCard. The checkout process indicated Ship Time: 2-5 days. On November 5th, 2022, I had sent them an email at [email protected] with the following text: What is the status of my Order *******? KeithToday is November 13th, 2022, and I have received absolutely no communication from this company regarding my ORDER *******.The resolution options are listed below:1) Provide the six (6) rugs I have ordered before the end of the year (by December 31st, 2022)OR 2) Issue a full refund in the amount of $283.20 USD to my MasterCard.Please advise me of the real status of my ORDER *******.Thank you,*****

    Customer Answer

    Date: 11/24/2022

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

    I called MasterCard on November 13, 2022, and opened a dispute with MasterCard to refund me $283.20. ********** told me on the phone that the decision on the dispute can take up to 90 days.  MasterCard said any response from them will be sent to me by hard mail through *****  Hopefully they will be able to pull the funds from Rugs Done Right and reimburse me the full amount of $283.20.  I also informed MasterCard about my BBB complaint and the business F rating with the BBB.  

  • Initial Complaint

    Date:11/11/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 and rug pad from Rugs Done Right, Inc., on May 28, 2022. Their website indicated that the rug pad was available, but that the rug was on backorder and would not ship for several months. The order confirmation Rugs Done Right, Inc., emailed to me indicated that the estimated ship time was 2-3 months. The rug pad arrived, but the rug did not. I was not initially worried, as the website made me aware of the expected lengthy shipping delay. I checked the website from time to time and it continued to indicate that the rug was on backorder, so I continued to be unconcerned. On November 6, 2022, the website showed the rug as available, so I emailed Rugs Done Right, Inc., to ask about the status of my order. They did not respond. After my November 6 email, the Rugs Done Right, Inc., website began to show a banner message indicating that their online operations are suspended. I have since called several times, but no one answers. I have tried their live chat. It appears to have been disabled, but I was able to dig around the website and find a way to open a live chat. No one responds. Rugs Done Right, Inc., has clearly absconded with my money.

    Customer Answer

    Date: 11/22/2022

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

  • Initial Complaint

    Date:11/09/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Product: ***** Loves *********************** *****************-05 Slate Ivory Rug x 1 (9x13 Rectangular) Transaction Date: April 14, 2022 Transaction Amount: $877.84 USD Order Number: ******* Summary: Rug Order placed in April 2022 with a 2-3 month estimated backorder for product (confirmed via phone with company representative). Company contacted first week July through November 2022. Company appears closed and has denied refund from cc company dispute. No response from business via phone calls, voicemail, website, chat, and email with the exception of one email in July noting they were about two weeks out before I would expect my order shipped. Documents are attached. Requesting refund as soon as possible.

    Customer Answer

    Date: 11/21/2022

    I have not heard from the business in response to my complaint. Many other consumers appear to have been unsuccessful in contacting the company and have not received product. Complaints reviewed are present on ****** reviews and ********* I have even reached out to the only company contact listed per their business listing on LinkedIn and have not received response. The company appears to be a scam or front for eCommerce. 

  • Initial Complaint

    Date:10/18/2022

    Type:Delivery Issues
    Status:
    Unpursuable
    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 on line from them on July 11, 2022 for $135.57 (heavily discounted) and they promised to deliver in 2-3 months. Order ******* The 2-3 months have passed and their website is promising now to deliver the same rug if you purchase it today, in 2-3 weeks, which it tells me it is in stock right now.I have asked them for more than a week now and they are ignoring my emails.The website is working and if you put an order they are taking the money. That is fraud if they don't ship anything to you. I want them to ship my rug to me asap.

  • Initial Complaint

    Date:10/14/2022

    Type:Delivery Issues
    Status:
    Unpursuable
    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 in June 22, my Chase card was charged $799.00. After an inquiry I was told the rug would be delivered in late August, early September. Since then they have not responded to emails or phone messages. I understand they are having problems, but no response to inquiries is unacceptable. I want my money refunded and have emailed them that request. No response. What recourse do we all have?? Thanks very much.

  • Initial Complaint

    Date:10/03/2022

    Type:Product Issues
    Status:
    Unpursuable
    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 and payment of $225.00 was made online. The rug was delayed due to COVID and was supposed to be delivered in June. Since June I have made several requests by email for an updated delivery. At first the company was responsive via email and said they would check with their supplier to find out why they had not received the rug. Over 30 days ago I had not had a response and asked for a refund. I called the company phone number and left a message several weeks ago. No return call.At this point I would like a refund of my $225.00.

  • Initial Complaint

    Date:09/26/2022

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 four runners on 5/19/2022. One was sent. Three were back ordered. The business has since gone under as far as it looks per their statement online on their website. We were charged the full amount for all four runners when the order was placed, totaling $642.60. I have been reaching out to them for months with no response. Last I heard was in July and the remaining items were going to be shipped in 3-4 weeks. This has. To occured and I am unable to reach the business for more info. If the remaining 3 runners are not going to be shopped, then we do not wish to keep the 1 that was shipped and would like a full refund and an address to return the one that was delivered. They were ordered to carpet stairs and one runner will not be sufficient.

  • Initial Complaint

    Date:09/26/2022

    Type:Product Issues
    Status:
    Unpursuable
    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 in **** was told it should ship within 1-2months. After 3 months I got worried and tried to email customer service asking for an update. No response. Tried calling, can't get ahold of a human. Tried "Live Chat" but that was not live and got no response. After 4 months I finally had to submit a dispute via my credit card company to get a refund issued. I don't mind a delay, I would have much preferred to still receive the item I purchased. But this is an outright scam.

  • Initial Complaint

    Date:09/21/2022

    Type:Product Issues
    Status:
    Unpursuable
    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 made an online purchase from rugs done right January 30, 2022. I reached out March, June and July looking for my rug or a refund. I continue to be told that the rug would arrive. The rug never came and they no longer answer my emails and I did not receive a refund.

  • Initial Complaint

    Date:09/20/2022

    Type:Product Issues
    Status:
    Unpursuable
    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 saga starts originally on Sept. 4, 2021 when I paid $1292.16 online for a rug and I was told there were two in stock. Fast forward over these many months. I kept in regular touch with RugsDoneRight.com and was always promised that my rug was coming, even that it had shipped. I have this all confirmed in emails with them promising me all along that I'd be getting it by this month, and then by the next month, and then again with a different dates. The last I have heard from them was on July 12 where ***** told me they are waiting on a reply from the manufacturer and that they must be on summer hours. I have tried to call their brick and mortar store in MA without success. Their website says they are renovating and temporarily closed. They had given a reopen date which has come and gone. I've tried their phone number, all their different phone extensions, their live chat, and been regularly emailing them which they no longer respond to. I have tried to access their "return" form because at this point I just want my money returned for the item I've never received. I contacted my credit card company to see if I could get my money back that way, but was told that if there was ever a break in the communication on either the rug store or my part for a period of greater than 30 days, they can't do anything to help. They also told me that some unscrupulous businesses purposely tell customers a date that is more than *************************************************************** 12 weeks so that there will likely be no communication during that time (more than 30 days) so the credit card company is unable to help in the situation.Please help. I have run out of avenues to try. I just want my money back and I am at a dead end, though I still email them once a week in the hopes they will respond.

Rugs Done Right, Inc. is NOT a BBB Accredited Business.

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