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Business Profile

Oriental Carpet Dealers

Rugs USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Oriental Carpet Dealers.

Complaints

Customer Complaints Summary

  • 70 total complaints in the last 3 years.
  • 33 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2025

    Type:Product Issues
    Status:
    Answered
    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 the company. They arrived but were incorrect. I then went back to the site to process the return. The company would not allow me to process the return as 1 transaction even though the 2 items were bought as 1 transaction. The company charged me $15 per return before they would provide me with the shipping label needed to mail the items back in 1 package. I want my $15 back.

    Business Response

    Date: 07/15/2025

    Hello,

    We are sorry to hear that you received an incorrect item. We would definitely not charge you for the return if that were the case.

    Upon checking, we also do not see where you contacted us regarding this concern. We did have a team member reach out to you several times via phone and email regarding the return issue, but we have not heard back from you at this time.

    Kindly contact our **************** team and they would be happy to help you resolve this issue.

    Thank you.

  • Initial Complaint

    Date:07/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 that cost almost $1,000 and paid for expedited 2-day shipping that was almost an additional 200. The order was placed on Saturday the 14th of June and the item was not delivered until Wednesday the 18th. Where I'm from that is 4 days but rugs USA customer service refused to honor that ***** delivery window and told me that the day of the order did not count and neither did the following day and so the order was technically placed with them on Monday the 16th and they fulfilled there delivery window.

    Business Response

    Date: 07/15/2025

    Hello,

    Customers shipping to ****** and ****** only have the option of selecting 2 Day Delivery. Orders will still typically process in 24 hours and arrive 2 days from the date they ship. Please note, we do not have the option of delivery on Saturdays and Sundays, and orders placed over the weekend will ship out the following week.

    We have refunded the 2-day shipping fee you paid as a courtesy.

    We have also updated our FAQ page to reflect this information more clearly.

    Thank you!

    Customer Answer

    Date: 07/15/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.
    Thank you for the consideration and clarity.
    Regards,

    ****** *****

  • Initial Complaint

    Date:05/11/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Transaction Date 5/8/25 I made an online purchase of a rug. total price $$518.28. After I purchased the rug online I began reading the reviews about the terrible shedding and the overall quality of this rug. Several hours after I ordered the rug I called to cancel the order. The rug had not shipped at the time I called. They told me it was too late to cancel but they would attempt to contact ***** after rug got in truck and then attempt to get the rug back. As far as I see the rug is still coming. I have 2 fears .....I am 74 years old and the rug weighs 56 lbs. I cannot pick it up by myself and take the rug back to a ***** location. Also if they do deliver this product to have it sent back to Rugs usa it would cost as much as the rug purchase so I would not only not have a rug but I would be charged a major return shipping fee and restock fee. I am very upset with myself for ever ordering the rug in the first place, and I feel I have been taken advantage of by this company and I do not know what to do. A customer should never be forced to accept something they don't want

    Business Response

    Date: 05/20/2025

    Hello,

    Unfortunately, due to our fast order processing speeds, we are unable to guarantee the cancelation of any order after placement. When you contacted us, the order was already preparing for shipment and had been loaded into a trailer, which is why when we tried to cancel the order in the system it would not allow us to do so. Tracking was applied to the order shortly after. 

    Our agents did request to have the item returned to sender for you. Tracking shows the return to sender request was successfully updated with the carrier, and the item was sent back to our warehouse. A refund has been issued for the order. You should have received an email confirmation for the refund also.

    Thank you.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Answered
    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 3 items from RugsUSA. The most expensive one arrived with stains and damaged fabric. In order to return a damaged item, they charged $35. I would understand the refund charge for a normal return, but not when the item was delivered damaged to my home.

    Business Response

    Date: 01/21/2025

    Hello,

    We are truly sorry to hear that the item you received was damaged. This is not the experience we want for our customers.

    Our **************** team asked for images of the damaged item, as they are required by our *********** so they can review and advise accordingly on next steps to resolving the claim.

    We would not expect our customers to pay to return a damaged item.
    If images are sent, we can have them reviewed and provide an appropriate resolution.

    Thank you.

     

  • Initial Complaint

    Date:01/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 that said in stock online. 2 weeks later only the rug pad came. I checked my shop app and it had no explanation so I had to chat with a representative at rugsusa who tells me the item is out of stock. I received ZERO communication about this, and they took my money. SO why on earth would they still take my money if it is out of stock? The representative is assuring I will get a refund. But if I hadnt reached out they would have just done NOTHING!Please believe that I will be on top of this. This company is a waste. FRAUD. DO NOT USE THIS COMPANY!!!

    Business Response

    Date: 01/17/2025

    Hello,

    It is not a common occurrence, but occasionally, when the warehouse goes to pick an item, they are not able to locate that item or find one that is in a salable condition. That team communicates to our customer service team, who generally reaches out to the customer. In this case, an error was made and no communication was sent out. This was an unintentional mistake, but we understand how it has negatively impacted this customer's experience with us. Please be assured that we are doing a thorough investigation on our end to see what went wrong here.

    Once the customer pointed out this error to us, we corrected it right away by fully refunding them for the item not sent and we refunded them for the item they did receive with no return requested as an additional apology.

    Thank you.

     

  • Initial Complaint

    Date:01/06/2025

    Type:Product Issues
    Status:
    Answered
    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 or about November 30, 2024, I ordered a rug with a rug pad from Rugs USA. On or about December 16, 2024, the package arrived at my home with a rug pad but no rug. Rugs USA has refused to refund my money without "proof" that the item was not delivered. I have spoken to several people and received no help. Moreover, when I asked the customer service provider to connect me with a manager, I was told it was against company policy to transfer customer service calls. In other words, ********************** refused to provide me with an actual decision-maker and instead directed me to their online portal, which also provided no help. I'm deeply concerned that I'm being ripped off, as I have neither my money nor my rug.

    Business Response

    Date: 01/14/2025

    Hello,

    Upon reviewing the order, I see that this was escalated to a Manager and a replacement was issued for the item that was lost.

    Please note, whenever an item is lost in transit, it is policy that we receive the appropriate documentation/images so that we can file a claim with the carrier.

    We truly apologize that you did not receive item and any inconvenience this may have caused, as this is not the experience we want for our customers.

    Thank you.

     

  • Initial Complaint

    Date:12/26/2024

    Type:Delivery Issues
    Status:
    Answered
    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 Rugs USA on 10/14/24 and still have not received it. It was back ordered and set to ship on 10/31/24. I filed a complaint with the company on 12/2/24. They refunded me 10% of the rug cost as a way to apologize for the delay. They reassured me that the rug now has a 12/3/24 restock date and will ship then. Today is 12/26. It now says the item is out of stock. I paid for the product as well as a matching rug pad. This is dishonest business practice. If an item does not exist or has no stock, they should be allowed to take a costumers money and sell other associated products. It has now been over 3 months since I paid for the rug and rug pad. I have a rug pad with no rug. I would like to receive the rug that I ordered.

    Business Response

    Date: 01/23/2025

     

    22731854-****** *******

     

    For this one, a supervisor contacted the customer and a full refund was issued for the order.
    We cancelled and refunded the out of stock rug and refunded the rug pad they did receive as an additional courtesy.

    *********

  • Initial Complaint

    Date:12/22/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Website says good for vinyl flooring. Mfg of the pad states for hardwood floors and carpet not vinyl. Company will accept return only if I pay $20 return fee. This is unfair as product does not meet requirements.

    Business Response

    Date: 01/14/2025

    Hello,

    We truly apologize for any confusion this may have caused. The item was mislabeled by the manufacturer and is able to be used on Vinyl Plank flooring. 

    You have been refunded the full amount for this order.

    Thank you.

  • Initial Complaint

    Date:12/16/2024

    Type:Delivery Issues
    Status:
    Answered
    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 runners from Rugsusa.com. Both were returned. I only received refund for one runner. I have called numerous times and have been told refund coming but have not received anything. I am owed $121.37. Order number is Rusa807191. There phone number is **************. Order is in ******* **** name but I pd

    Business Response

    Date: 12/13/2024

    We apologize for any difficulty this customer experienced receiving their refund. It looks like due to a system error, the customer was originally refunded for only half of their return, however, this issue was escalated, and the customer has now received their full refund. The first part of the customers refund in the amount of $121.37 was processed back to their card ending in 5008 on November 2. The second part of the refund in the amount of $121.40 was processed back to their card ending in 5008 on November 25. At this point, the full refund has been processed and we would consider this matter to be closed. The customer is welcome to reach out to our team at ******************************* if they have any further questions or concerns. 

    Business Response

    Date: 12/17/2024

    Hello,

    We apologize for any difficulty this customer experienced receiving their refund. It looks like due to a system error, the customer was originally refunded for only half of their return, however, this issue was escalated, and the customer has now received their full refund. The first part of the customers refund in the amount of $121.37 was processed back to their card ending in 5008 on November 2. The second part of the refund in the amount of $121.40 was processed back to their card ending in 5008 on November 25. At this point, the full refund has been processed and we would consider this matter to be closed. The customer is welcome to reach out to our team at ********************************************************* if they have any further questions or concerns. 

  • Initial Complaint

    Date:12/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In April of this year I purchased a washable rug from this company online. I recently just had the opportunity to wash this rug according to the directions they have on their website for washing. This rug came out separated from the backing and all wrinkled up and totally unusable. I contacted their customer service and they refused to even give me a credit to purchase a new rug. Never mind a refund. This in my eyes is total fraud as this obviously was not a washable rug.

    Business Response

    Date: 12/17/2024

    Hello,

    A Supervisor will be reaching out to you directy regarding this concern.

    Thank you.

     

Rugs USA is NOT a BBB Accredited Business.

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