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Business Profile

New Carpets

Rugs Done Right, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Carpets.

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:09/14/2022

    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.
    Ordered a rug pad on July 9th that was supposed to ship within 2-5 days. I still havent received it and repeated calls, emails and chats have gone unanswered. like to cancel the order and get a refund or have the rug pad delivered. Order *******

  • Initial Complaint

    Date:09/13/2022

    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.
    Date of transaction May 12, 2022 Total cost of the rug: $1,401.65 Paid via Klarna I attempted to cancel the rug shipment because I found the same rug for $300 less online. It was too late to cancel, so I requested a return/refund. They let me know I would need to pay for the cost of return shipping as well. I returned the rug in its original packaging. They sent me an email titled: Return Instructions Kaleen ******* / ****** / MRS letting me know that *** would pick up the rug here were the instructions: ?My sincerest apologies for the delay. I have been assisting our inventory department in getting our return bin up to date. I have issued a *** Call Tag under tracking#1Z7484XX2672289128. *** will be making three pick-up attempts. Please be advised that the tracking will not update until the end of the day process has been run here at Kaleen.I asked what needed to be done if *** would call and they said, They do not usually call, but you can leave it on the porch with that tracking # on the package. The shipping is deducted from the refund once the rug is returned.The rug was successfully returned June 30th and received by the warehouse. When confirming the refund, the customer service agent said: The refund goes to the original form of payment. We are waiting for confirmation from the manufacturer that the correct item was received in original condition and inspected. Due to the labor shortage they are slightly behind on this. Thank you for allowing another five days. Thank youThe business has not tried to resolve the problem. I have not heard from them since July 11th. I would like to receive a refund. Order number: *******

  • Initial Complaint

    Date:09/12/2022

    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 online August 6, 2022. I received a confirmation email that same day with order # *******. I have heard nothing more from Rugs Done Right. I have left messages without a return call back, and sent email with no reply. Their website states to email an Order Status Request form, however there is no form when I click on it. All I want is for someone to contact me from Rugs Done Right. Thank you.

    Customer Answer

    Date: 09/22/2022

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

  • Initial Complaint

    Date:09/09/2022

    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.
    Ordered rug back on July 29, 2022. Rugs Done Right charged my credit card. Did not send rug, status says "unfulfilled". They do not return my calls, answer the "chat" within their website, nor answer emails. Now I hear they have temporarily closed. I'd like the rug sent, if not possible, a refund. Thank you.

    Customer Answer

    Date: 09/20/2022

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

  • Initial Complaint

    Date:08/31/2022

    Type:Service or Repair 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.
    Rug order in June. Payment accepted. Confirmation of Order #*******. That's the rug, the pad (it arrived), and the warranty.After several emails, I was told on July 16 the rug was to arrive in port in 2-3 weeks. I cancelled on July 22, was told I probably couldn't. I emailed Aug. 22, no reply. I want my money back for the rug and the warranty. I tried logging in to the website, but it said there was no account with my email. Yet the order confirmation lists all the information. I think they're liars. I suspect the positive reviews are fake. I think they're trying to steal from me.

    Customer Answer

    Date: 09/11/2022

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

    I'm rather concerned that you haven't either. I'll try emailing them again.

    Thank you. 

     

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

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