ComplaintsforRugs USA

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have two orders with issues and no resolution: Order 1: # ********* The order total was for $362.94. I accidentally submitted the order for delivery to the incorrect address (*** * **** *** ****, ******* ** *****) and immediately cancelled the order via telephone. I was given a refund- but was only for $336.83 (not the full amount charged $362.94). It appears the discrepancy is for sales tax. Please refund the full amount. Order #: *********   I placed an order for a specific product and received a completely different product (the size, pattern, and material were all incorrect). I contacted Rugs USA to report the situation, provided evidence, and they acknowledged their error. However, they refused to send me the correct order at the price for which I originally purchased it; they instead offered a 15% discount code with instructions to re-purchase the intended product. They also refused to provide a refund until I returned the incorrect product at my inconvenience. It is 10 feet long, over 70 lbs, and I have no car. The rug I received notwithstanding- they are refusing to fulfill my actual order. Also- I just moved from Denver, had two months with no income, and my partner just gave birth to a high needs baby. I have very little money. I do not have the resources to repurchase the correct rug and wait for you to receive/process it to get a refund. Also- I just don't understand how Rugs USA has a policy to require returns in this situation. If you buy an 80 inch TV from me and I send you one that is 30 inches- I can not arbitrarily claim that you got a TV and so I get to keep your money until you find a way to send the 30 inch TV back to me. This makes no sense and is terrible customer service.

  Business response

  04/12/2024

  Hello,

  Upon checking your first order, *********, the order was cancelled and fully refunded for the amount of $362.94 on 4/5. There were 2 items on the order so the refunds are processed separately and you should have received 2 separate emails for each item. So you were refunded the full amount for the rug and the rug cleaner. The rug was $336.83 and the rug cleaner was $26.11. 

  As for the other order, *********, a Supervisor is reaching out to you directly so that we can get the incorrect item returned from you via pickup, and a replacement sent to you as soon as possible.

  This will be reviewed by the appropriate team and we apologize for any inconvenience this may have caused. 

  Thank you.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a 9x12 rug and a 9x12 rug pad on March 12, 2024 for a total of 938.53 CAD (Order number *********) I did not receive the items paid for (contacted Fedex, who directed me back to Rugs USA to resolve it). After speaking with the initial agent who investigated my case, she concluded the investigation successfully and told me she had processed a full refund. However, days passed and I never received my money back. I again contacted Rugs USA, and connected with a different agent that told me that refunds typically take 3-7 business days to process. He promised my refund LATEST April 2 2024. As I had never received email confirmation of my refund being in the processing stage, I requested some sort of email and he promised to send one after the call. He did not. I called again a few days later, to request said email as I had still not received the funds. Another agent indicated that he did not see that any refund was had been processed, and would "put through the request again to remind back-end to refund you". I insisted for a written email, which he sent very reluctantly. A full week had passed since the initial refund request, and I had not received any confirmation. Someone (who I could not confirm is a manager) had reached out to indicate Rugs USA had a "problem with Paypal, we cannot refund anything paid with Paypal right now" and was attempting to contact their finance team. She explicitly indicated this was a problem, and noted "As you paid with Paypal, you should have received your money back immediately and not even in 3-7 days". However, further update requests were met with "I am not sure" and "I do not have an update". It's now been 5 days and I have no update, no confirmation and no funds back. This is absolutely not the way to run a business. What kind of multimillion dollar business has a problem with a major payment processing system... for weeks? I have no desire for ANY other resolution other than receiving my initial funds back.

  Business response

  04/03/2024

  Hello,

  We are sorry to hear that you did not receive your order and that the items were lost in transit by the carrier. 

  We have processed your full refund to your PayPal account. Kindly allow 3-5 business days for the funds to post. 

  Thank you.

  Customer response

  04/03/2024

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. Although it took over 2 weeks to try and get my funds back, filing a complaint with the BBB I received my resolution promptly without any runaround like the past 2 weeks have been. 
  
  Regards.
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rug purchased 11/26/23 (order #*********) for $282.48. Rug was advertised on website and continues to be advertised on their website as “spill-proof, pet-friendly, machine washable.” These 3 qualities are the sole reason rug was purchased vs spending half the price for rugs of similar size, appearance, but lacking these qualities. Less than 4 months after purchase, we had our first pet related incident with the rug - which to their advertising should be no problem. Our pet peed on the rug, we immediately went to their website for care instructions, followed these care instructions as written to clean the area and wash as recommended. Cleaning and washing the rug per their website instructions one single time ruined the rug beyond further use. The rug is stained, damaged and can no longer be used. Reached out to the company on claims of false advertising as the rug is clearly not pet friendly, not spill proof, and not machine washable as website markets product to be. Business repeatedly over the course of a two week span informed me they will not be provided any refund, any replacement, or any returns on this item regardless of the inaccurate website description. Requested to escalate through their team to which I received no return call or response. Requested escalation again through second phone call. Was told it was escalated as requested and received a response from the same individual days later deeming it was not escalated as requested and there would be no resolution offered. Was then offered a $25 coupon for a future purchase and nothing to resolve the issue at hand of inaccurate advertising of the already purchased item. No desire for a coupon or to purchase any further items from this company and am only seeking to resolve current issue.

  Business response

  03/26/2024

  Hello,

  While we understand that your pet had an accident on the rug, we normally do not cover stains from a pet's bodily fluids.
  We have gone ahead and processed your refund for this rug. You may discard this item.

  Kindly allow 3-7 business days for the funds to post with your financial institution.

  Thank you.

   

  Customer response

  03/26/2024

  [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.
  
  Regards,
  ******* *******

• Initial Complaint

  03/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a rug that was available on the website on January 27. The initial ship date was 2/15/24 to 2/22/24. The last shipping date that I was provided was Feb. 22 - March 1. On March 6 I emailed customer service and said I had not received the rug, nor any add'l tracking info. They told me the rug was sold out, they can't fulfill it and that a request for cancellation was put in to cancel my order and refund my money for the rug (March 6). I emailed again on March 16 and inquired as to the status of my refund as their "status" of my order on their website says "your order will ship shortly" "backordered: Estimated in-stock: TBD" , "current status: item waiting to ship." In response to my second request they said he can confirm that my cancellation request was still in progress. It is now March 24 and the website status says the same things as above "your order will ship shortly" I have already ordered and received a new rug. I am waiting for my money back from the first rug, but it seems they are just going to hold my money until they actually do receive a rug to ship me.

  Business response

  03/25/2024

  Hello,

  We truly apologize for any inconvenience this may have caused. This is not the experience we want for our customers and will have the order reviewed by the appropriate team.

  Your refund has been fully processed for this order. Kindly allow 3-5 business days for the funds to post with your financial institution.

  Thank you!

  Customer response

  03/27/2024

  [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 ********, have received my refund, and find that this resolution is satisfactory to me.
  
  Regards,
  ***** *******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Never order from here! We ordered 2 rugs, they never came so they issued a re-order. One rug finally arrived and it was of extremely poor quality. Additionally they charged me 22% of what the rug was worth to just return it. The 2nd rug never arrived, even after the re-order. When requesting a refund, they did the math for the refund on a calculator (you could hear the clicking on the phone). I know they didn't have a formal system because they refunded $100 less then I should have received.

  Business response

  03/22/2024

  Hello ******,

  
  We were unable to locate your order in our system. Can you provide us with your order number, starts with WS followed by a series of 7 numbers?

  Was there another email that *** have been used to place the order or would the order be under a different name?

  Kindly provide us with this information so that we can look into this concern for you.

  Thank you.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on Rugsusa.com during black friday and at the time of purchase the item showed as in stock and available. Upon checkout, the item status magically flipped to backordered and as a result we were told that this item would not ship until 12/20-12/27. At this point, we are past this shipping window, and at a month since the order date, but there has been no further communication from the company regarding the status of my order. I don't think it's an issue with their communications server as I continue to get marketing and advertising emails suggesting that I purchase additional items from their website. I paid ~$400.00 for this rug and rug pad and have waited 1 month just for my order to ship. This is ridiculous and since we purchased from this website, we are no longer able to take advantage of deals/promotions that competing websites were running during black friday. If we were to cancel this order and receive a refund now, in order to purchase an equivalent rug, we would have to spend more. I feel like I am being held hostage and stuck with no other option than to wait for RugsUSA to ship out this order whenever they feel like with no regard for me as the customer.

  Business response

  03/25/2024

  Hello,

  We apologize for the delay with your order. We do see that a Chargeback dispute was filed with your financial institution and the order was refunded on 1/3/2024.

  Thank you.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two rugs from this place. They did not look like the photo, nor did they disclose 1. that I had to pay to return them; or 2. what the return fee was, until I submitted the actual return. The fees for each were $97 and $87 each. Then they took forever to respond and asked tons of questions instead of sending me a return label. I finally was able to return one rug for free, but have been going back and forth for weeks now over the second one. It is unfair that I would have to pay to return any item that doesn’t look as advertised and to not be entitled to the benefit of a full refund if it isn’t what I ordered. It is also misleading and deceptive to not disclose that you have to pay to return merchandise and to not disclose that fee until after you have the item in your possession. This type of business practice creates the potential for a windfall for the business and financial harm to consumers. I want all of my money back for their false advertising, they should not be able to keep any of it if I don’t receive the benefit of what I thought I was paying for.

  Business response

  03/22/2024

  Hello,

  We apologize for any inconvenience this may have caused.  We do have our return policy stated on our website on the Returns FAQ page.

  Return shipping is paid for by the customer. The cost of return shipping is automatically calculated and displayed for you at the time you request a return and will be deducted from your refund amount. This is because the cost of return shipping will vary depending on the item(s) being returned.

  We see that the return label fees were waived for both items and your refunds were processed.

  Thank you.

   

  Customer response

  03/22/2024

  [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.
  
  Regards,
  
  ***********************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved to a new place and decided to give Rugs USA a try since they seemed to have good deals. I placed an order on 12/01/2023 and immediately noticed that my PayPal autofilled my old address so I wasted no time and immediately called customer service to try to get that changed to my new address (something that every other e-commerce company can do without an issue before the order is shipped). They told me they didn't have an option to change the delivery or cancel the order and that I would have to refuse the delivery which isn't an option since I don't live in that address. I am baffled by this as there is absolutely no way they would have had any time to do anything with my order in that short of a time. I tried to talk to someone else but was given the classic runaround treatment and now I'm out of options except to dispute the transaction with my bank. I recognize this was an error on my part, but for a company to be this punishing to their customers really tells me that this is a company that doesn't value my continued business and that once they get my money, they couldn't care less about me or my experience as a customer. I do not recommend anyone to use this site to buy rugs from this shady company.

  Business response

  03/22/2024

  Hello,

  We see you contacted us on 12/1 to fix the address. A Supervisor was able to reach out to you regarding this concern to address the issues you mentioned. They cancelled the order for you and refunds were processed. 

  For the inconvenience, the Supervisor provided you with an additional discount to use on a new order which was placed that same day.

  Thank you!

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two items (in one order) from Rugsusa.com over a month ago. The one item was delivered with no issues. The second item did not arrive. When I inquired about it via the chat feature, I was told that it would not be available to ship for 4 to 6 months. Because I did not want to wait that long, I requested they cancel that part of the order and refund my money. For the past month, I have been corresponding with customer service (2 different agents- one that I contacted via email and one that I contacted over the phone) and both keep telling me the same thing- that they are working on it. I continue to get automated emails saying that they are trying to resolve the issue, and yet I have no refund. I simply want the back-ordered item canceled and my money back. I am shocked that this company has such a hard time doing what other companies do all the time and that they have such poor customer service.

  Business response

  03/22/2024

  Hello,

  Upon reviewing your order, we do see that you contacted us on 8/17 about the order status of the rug that had not shipped. The item was on backorder but unfortunately had sold out. Unfortunately, there was an issue with cancelling this item for you, so we reached out for additional assistance. The order was confirmed as cancelled on 9/8 and your refund was processed the same day for the cancelled item.

  We apologize for any inconvenience this may have caused as this is not the experience we want for our customers. 

  Thank you.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned 3 items via ***** 6/19/23, and all were delivered to ******** Warehouse the following day. Received a refund for one item 6/21/23. I called them 7/07/23 to check on the status of the refunds for the other 2 items. They confirmed that they had received all 3 items after speaking with the team. They proceeded to tell me that an "emergency refund" would be processed in the next 3 days. After seeing no refund, I call them 7/11/23. They tell me the refund will now take ***** business days. It's now 7/24/23, I still haven't received my refund. I give them a call back. They have no record of my items, no record of a refund ever being processed, no record of my call 7/6. As if I made the whole thing up. Absolutely infuriating. I don't understand how there is no record or notes on any of the calls taken. It completely defeats the purpose of customer service.

  Business response

  03/22/2024

  Hello,

  We truly apologize if your concern was handled with anything other than promptness and professionalism. This was escalated to the appropriate team for review. 

  Upon checking we do see that the returns were confirmed by our Warehouse and you were refunded for the remaining 2 items on 7/26/23.

  Thank you.

*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. ↩