Complaints
This profile includes complaints for RiteRug Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 58 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/09/2022
Type: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.
This is a LONG explanation that has been carefully detailed in the Supporting Documentation. (This is a 14 page PDF that I compressed so it was under the 5MB file size.) Basically, RiteRug hired an installation team that did an almost laughably poor job with my laminate and have generally been uncommunicative and unresponsive regarding resolution. The installation occurred back in July and I just want this to be over!! I am on my third option for resolution, which is simply that we conclude our association and no more goods, services, or money will change hands. (I was hoping to at least get the missing transitions, but at this point I just want closure.)
Business Response
Date: 10/11/2022
The material is ready for pick up at our Lexington location. We would be willing to offer a 50% reduction in the customers total invoice. That amount would be $2882.47. We believe this is a fair settlement.Customer Answer
Date: 10/14/2022
Hi *****,I am *so thrilled* that RiteRug actually responded and that resolution is in sight. This has been a horrific process and I'm so thankful to BBB for the assistance. That being said, I didn't know how to respond to the response because I accept the proposed resolution but the data is inaccurate. I have paid RiteRug $8424.96 in payments posted May 27, June 4, and July 20. The outstanding balance, therefore, is $2769.01 and a 50% reduction would be a final payment of $1384.50. I therefore agree to pick up the materials at the Lexington store and pay $1384.50. Please advise how to proceed.Many thanks,*****Business Response
Date: 11/07/2022
We will deliver the material to her on Wednesday Nov 9th and we will remove the balance owed.Customer Answer
Date: 11/07/2022
Hi *****:
I accept the business's response to resolve this complaint with delivery of materials and removal of balance owed. Yay!Many thanks,
*****Initial Complaint
Date:10/07/2022
Type: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.
Rite Rug knowingly sold us defective flooring that started breaking apart just weeks after it was installed by rite rug. ***** *****, Rite rugs in house preferred credit card, which we we used to pay for the floor, gave us a full refund after an investigation but Rote Rug continues to send us bills monthly charging us full price for the defective broken floor and also charging us large finance charges which we never agreed to. ***** ***** confirmed with Rite Rug we were in fact sold defective flooring and Rite Rug accepted our claim to ***** *****. Rite Rug did not follow through and did not credit our account and continues to send us monthly bills. We want Rite Rug to credit our account 100% as they should have already. If they refuse this, Rite Rug needs to come to our home and remove the defective flooring and give us a 100% credit on our account immediately. Rite Rug is a dishonest company that knowingly sells defective flooring to their customers and we have no interest of working with Rite Rug again for any of our flooring needs. They have proven they do not care about their customers by lying to us. Their store manager convinced us this was top of the line flooring we were getting at a great price because they were trying to get business back after Covid. In reality Rite Rug knew this flooring was being discontinued because it was defective and still sold it to us. We will not accept any flooring from Rite Rug as it is clear they sell defective, poor quality product.Business Response
Date: 10/11/2022
After further research, customer was refunded their money from ***** *****. The invoices that were inadvertently sent were done so by mistake and will cease immediately. The customer owes no money and has no other refund due at this time. We apologize for the inconvenience. I do want to make it clear however that Rite Rug NEVER knowingly sells defective product from any of our vendors. Unfortunately things can happen during the manufacturing process that are unavoidable. When that happens we strive to take care of the customer.Customer Answer
Date: 10/12/2022
I accept the business's response to resolve this complaint.
Regards,
****** * ****** *******
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