Complaints

This profile includes complaints for RiteRug Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  RiteRug Flooring

  4450 Poth Rd Whitehall, OH 43213-3837

  
• 

  RiteRug Flooring

  1175 Hebron Rd Heath Ohio Flooring Store Heath, OH 43056-1022

  
• 

  RiteRug Flooring

  6083 Chandler Ct Westerville Flooring Store Westerville, OH 43082-9050

  
• 

  RiteRug Flooring

  1150 Dublin Rd Columbus, OH 43215-1039

  
• 

  Rite Rug Co.

  9974 International Blvd West Chester, OH 45246

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:08/06/2025

  Type:Customer Service 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 went into Rite Rug in **********, ** on 6/26/2025 and picked out a rug for a custom stair runner. I paid in full for the runner and, since then, have received nothing but excuses and POOR customer service. **** ****** and ***** *******, both in "management" positions at this location are now not responding to my emails and dodging my calls, refusing to take responsibility for significant delays in the install process. The "promise date" (word for word from **** ******) was 7/19 for this runner. Today is 8/6 and my install was supposedly scheduled for tomorrow morning- but at 3PM today I emailed ***** ******* for install details and he JUST REALIZED they scheduled me for the wrong week. This company wants your money, and once they have it, they couldn't care less about actually delivering promised services. I am disputing the charge for my runner and have escalated my complaints to the regional and state managers for Rite Rug. At this point, I just want my money back and to never have to deal with these two bumbling idiots ever again.

  

  Business Response

  Date: 08/11/2025

  We apologize for the frustration in this matter. We have agreed to cancel the job and provide a refund. The customer has filed a dispute with her credit card and would like to let that process be handled with the credit card company. We have no issues with providing the refund for the cancelled job.

• Initial Complaint

  Date:07/30/2025

  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 carpet was installed last January. I had all new carpet installed on my second floor. Three bedrooms, closets and hall all but the one room this carpet is gray looking looks dirty not to mention the seam is awful. I did reach out to Rite Rug last year and I forgot to follow up because of all the medical emergencies that transpired and forgotten about it. No one is upstairs our main bedroom is downstairs so I don't see the issue unless I go upstairs for anything. I had RiteRug come out to install new carpeting on my steps when I remembered about the issue upstairs in my daughters room. They did send someone out to evaluate he did say its the way the fibers are running on the carpet and def. a manufacture issue. No worried so I thought not to mention the seam looks horrible! Well when they came to install the stairs same thing in the complaint below from another customer the man was upset about the money he was being paid for the steps spoke Spanish to the 2 other men that were here and left. I received a phone call from ****** about they can't install today she didn't order enough carpet and that the cost would be additional $900+ I had a baby shower coming up and needed this finished. When I asked her about my daughter's room she said the denied it and said nothing was wrong with the wrong and it was out of warranty. Keep in mind I did my whole house with them and this is what they do to me. Wouldn't fix the mistake from the workers which damaged my walls, left holes in my sheetrock, marks up and down the stairs on my walls, they left carpet fibers all in my house and outside on my driveway they blew most of the heavy fibers into my flower bed which was dark brown mulch and the carpet was off white. So embarrassing, my husband spend hours fixing this! When I spoke to Mike Rick rude as can be and basically sorry for your luck. Spending over 10K with business. Extremely upset and want my daughter's carpet replaced.

  

  Business Response

  Date: 08/11/2025

  We are opening a case to address these concerns. a customer care rep will be in touch with you. 

  Customer Answer

  Date: 08/12/2025

  The fact that there are numerous complaints with this company from other customers concerns me .I would like this carpet replaced in this bedroom at their expense. The representative they sent out to evaluate the rug stated that this was a manufacturing issues and that the fibers on this wrong were wrong. The fact that this company wanted nothing to do with this issues had me so upset. I don't need this kind of stress, and I feel other people should know how this company operates. 

• Initial Complaint

  Date:07/24/2025

  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 have had this company out to my house a total of eight times for flooring issues. This is a new construction house. They laid the floor prior to movingin the floor has been replaced seven times and when they called them out for the eighth time, they sent out a team of warranty, inspectors and made a claim that my barn door roller guide was attached to the floor and thats the reason the floor is separating because it does not have space to shift and thats false.I have pictures and proof that its mounted to the door frame not even touching the floor and when I called them out on this, they told me to contact the builder and not to contact them again.

  

  Business Response

  Date: 07/28/2025

  Hello, we did receive an inspection report that identified some site related issues with moisture readings/leaks as well as the pinning from the barn doors. The builder has requested that we file a claim with the manufacturer. We have submitted the information to them and they are reviewing the case.

   

  thank you

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We hired Rite Rug to rip out the existing carpeting on our stairs and replace that with a new carpet runner. When the worker Rite Rug hired for our job showed up he was very disgruntled about the amount of work he was having to do and that he was not getting paid enough for it. When we removed out existing carpeting he severely scratched our hardwood floors because he did not use the proper tools or care when taking the carpet out. He became so frustrated during this project that he actually left our house mid job and the work was never completed. Our oak wood stairway is now damaged and we are left to continue ripping out the staples and carpet pieces that the worker left. We got a quote to have the stairs refinished to have the scratches removed which is going to cost $910. When I reached out to Rite Rug about the damage that was done and what is was going to cost to fix the problem they said that this was not their responsibility. At this point we do not want to work with Rite Rug anymore would like our money refunded from rite rug about $980 and we will return the carpet to them that they left laying rolled up in our house.

  

  Business Response

  Date: 06/26/2025

  Unfortunately when ripping up existing carpet from stairs there is going to be some damage due to the carpet being stapled to the steps. However we did handle this matter for refund with the customer 

  Customer Answer

  Date: 07/03/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:05/21/2025

  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.

  In October 2022, I purchased new carpet with a limited lifetime wear warranty. The carpet failed within one year and I had it professionally cleaned three times. All three times the professional carpet cleaning companies told me that looked like the guy was lifting out of the carpet. I went to ****** rug in *********, ****, and filed a warranty claim. Several weeks later I received an email from a representative asking me to submit photos and copies of carpet cleaning receipts, which I did. Neither right rug, nor the manufacturer ever came out to inspect my carpet in person or to take samples. after months of a runaround, I get a letter and an email denying my claim, and no one even came out to look at it. I wasasked to provide a sample left by right rug, which they are installer never left any. But they were more than welcome to come and cuta sample out and never did. I spent nearly $1500 on a single 16 x 16 room and I expect a full refund for my carpet replaced.

  

  Business Response

  Date: 06/02/2025

  We did file a claim with the manufacturer based on staining and wearing. Unfortunately, the manufacturer did deny the claim as outlined in the denial letter that was sent. per the manufacturer guidelines the carpet must be cleaned every ***** months to uphold the warranty and per the cleaning receipts this was done outside of the manufacturers time frame for warranty. 

  Customer Answer

  Date: 06/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23360468
  
  I am rejecting this response because: The response if factually wrong. The carpet was cleaned a total of 3 time in just 2 years. Twice in 1st 14 months of ownership and again at 26 months of ownership. this is well within the 12 to 18 months required. Our carpet is also missing the upgraded pad I paid extra for. The receipts have already been included in original complaint. This is an issue for both the manufacturer as well as Rite Rug as the seller and installer. The carpet is bleeding color and matting. Not normal wear and tear.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 06/26/2025

  We have reached out to the customer and came to an agreement for the carpeting 

• Initial Complaint

  Date:01/07/2025

  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.

  Floors installed 12/12. New appliances from different company installed 12/7. We had a brand new fridge for *five days*. We had a magnetic calendar on the front of the fridge that the installers never removed, nor asked us to remove. There are now four plus large scratches on the front of my brand new fridge that RR will not take responsibility for. They are stating the pictures from the install show no scratches, while the pictures taken by their inspector show scratches, so therefore we must have caused them ourselves. The picture they provided has a huge glare covering the entire area where the scratch would have even been. The inspector who came to look even corrorabtated that the scratches were really bad and looked like jean imprints. He then went back and somehow implied to the customer care team that they were our fault. I'm at an absolute loss on this whole situation. Taking a zoomed in picture from install day that has a glare and no scratches (in one area keep in mind; they didn't reference the other three +) and taking a picture that had the intention of capturing the scratch, and comparing them is asinine. I have a time stamped photo of the scratches from maybe five minutes after the install team left our house. They want to imply I literally put huge vertical scratches on my brand new fridge in the 5 minutes after the install team left. I'm at a loss, I will never recommend this company. We just wanted the front door replaced or to have them buff off the scratches, but I guess that's too much for them.

  

  Business Response

  Date: 01/15/2025

  The Photo from the installer on the day of install was not blurry. We did send the customer a zoomed in version as well as the installers original picture. The installer took photos of the flooring once the install was complete and in the photo of the kitchen you can see the fridge and there is no scratching. In the photo the fridge is moved back into place, there would have been no reason for the installer to make any additional adjustments to the fridge. The scratching is in line with the magnets on the calendar but again are not present in the photo taken by the installer. Unfortunately we are not able to approve this claim.

  Customer Answer

  Date: 01/15/2025

  They are claiming no scratches can be seen on original photo and original photo isn't blurred. Both insinuations are incorrect. When you try to zoom into the fridge to see the scratches, the photo is too blurred to see anything on the fridge. Additionally, the calendar on my fridge is in the installer's photo, and is covering all the scratching, so you wouldn't be able to see anything anyways. I have a time stamped photo of the scratching from maybe five minutes after the install team left. Rite Rug's implication that I scratched the crap out of my brand new fridge in the minutes after the team left is very insulting. Additionally, I think everyone has put a magnet on their fridge at some point. We all know putting a magnet on a fridge doesn't cause scratches. The install team pushing against the magnets when moving the fridge back and forth is what caused the vertical scratching. Lastly, my photo shows the scratching at the time of install. The photos they are comparing from the install and the inspector don't match up because I took a sponge to the fridge to try to clean the scratching after finding it and it left a buff mark on the fridge. The buff mark is noticeable in the inspector photo, not the install photo, because it wasn't there at install. Absolutely ridiculous customer service. Will never recommend them to anyone.

  Regards
  
  
  
  ***** ********

• Initial Complaint

  Date:12/16/2024

  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.

  On 09/22/2020 I had a floor installed which was put on top of my concret floor without padding. After about 18 months the floor start cracking in the center and door entrance way. I contacted them and they responded that the flooring had no defects.
  
  I understand that there was no defect in the materials (maybe) but they did not place a padding or underlay under this flooring. I feel this left air spaces between the concrete floor and the panels which left room for the cracking and or breaking of this floor. You can feel and hear the panels hitting the concrete just by walking across the floor.
  
  Thru careful research, I have found that a padding should always be down on the concret before placing this flooring. I also feel that this should all be replaced and put in correctly.

  

  Business Response

  Date: 01/15/2025

  we are reaching out to this customer for a resolution 

   

   

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because:  As of yet, I have not heard from the business so I don't know what they propose.
  
  
  
  Regards,
  
  
  ******** ******

  

  Business Response

  Date: 06/26/2025

  We are reaching out to the customer to discuss options for replacement 

  Customer Answer

  Date: 07/10/2025

  I just can't understand why you can send me a message that I can open and read.  I don't have a reply because you have made it impossible for me to reply.  Simple question:  are they going to replace ad/or repair my floor? 

  Please send email to ************************ because I can't follow this program that you have set up here.  

   

  Thank you,

   

  

  Business Response

  Date: 07/21/2025

  we apologize for the frustration. The document is regarding the replacement. We will send the document to you a different way so you can open it.

  thank you

• Initial Complaint

  Date:12/03/2024

  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 am writing to file a formal complaint against Rite Rug flooring, from which I purchased carpet in June of 2024 in the amount of $7368.75. The carpet was found to be defective and after much negotiations, it was replaced in Nov. 2024. However, the replacement carpet also exhibited defects, either identical or similar in nature to the original issue. Despite reaching out to Rite rug numerous times to address this recurring problem and requesting a full refund, I have not received a response or resolution. I am seeking your assistance in resolving this issue. The repeated delivery of defective good and lack of responsiveness from Rite Rug is unacceptable, and I believe a full refund is a fair resolution to this matter.
  Thank you for your assistance
  Sincerely
  Marsha A Persinger - Mills

  

  Business Response

  Date: 01/07/2025

  Rite Rug has come to an accepted solution with this customer

  Customer Answer

  Date: 01/09/2025

  I am rejecting this response because: I have not yet received a check - Rite Rug is not responding to my emails
  
  
  
  Regards,
  
  
  ****** ********** *****

• Initial Complaint

  Date:10/03/2024

  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.

  Flooring is separating and blistering. They try to claim water damage when none exists

  

  Business Response

  Date: 11/06/2024

  We are working with the customer to determine the issues.

  Customer Answer

  Date: 11/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22378202
  
  I am rejecting this response because: 
  

  II've not gotten an appointment for inspection or heard from anyone since claiming they'd set this up 30 days ago. 

  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 11/25/2024

  The inspector stated he has called and left messages. Mr. ******** stated that he did return the message. We have asked the inspector to reach out again.

• Initial Complaint

  Date:09/20/2024

  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.

  H363137**3238313831H transcribed from hard copy complaint form received via US Mail:My linoleum bubbled - I called in Jan. **** finally sent someone out to replace in August. **** pulled up the floor & said they would be back the next day - no show - no call. After the weekend - I called - finally they sent someone out. Again the plumber didn&#**;t show & work couldn&#**;t be done. The next day they did finish. Bad experience!

  

  Business Response

  Date: 10/09/2024

  this complaint from installation to plumbing issues have been corrected.  At this time, there are no additional issues reported to correct.