Complaints

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:01/25/2025

  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 ordered a rug on Sunday morning 1/19 and thought 2 day shipping is amazing for a 24/7 company using *****. We were so wrong. They mislabeled the rug sent out within 8 hour turnaround which caused a delay at ***** for some reason. It then shipped and we understood blizzard but it is still not here Saturday 1/25 with no delivery in sight. We have been trying to call because the package can't be released or inquired about at ***** because it is shipper constrained. We tried to ask rugs.com to release it and they have no idea about a package they shipped or how to contact ***** to do this. We are about to cancel the order because it is sitting 10 miles away from us, just sitting with no push from rugs.com to deliver their package and ***** being a whole other miserable underpaying mess.

  

  Business Response

  Date: 01/27/2025

  Thank you for taking my call today, as stated on the call, the representatives you spoke with will be trained up and coached on the ***** situation that continued to occur. Was great to hear that the rug is stunning and perfect for the area! 

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is sufficient. I hope they do better in the future in packaging, service, and their shipping relationship overall. Coaching outsourced call center wouldn't be a solitary solution. 
  
  Thank you. 
  

• Initial Complaint

  Date:11/13/2024

  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.

  Ordered a rug never received,received a voicemail telling me to call because they didnt have the correct address tried to call and send message, the phone was a continuous busy signal and message didnt go through. I believe the phone number is ************ I want a refund and will never order online again, Thank you , please reply preferably by phone. **********

  

  Business Response

  Date: 11/13/2024

  Dear *****, 

  Thank you for speaking with me today and thank you for your time. Just like on the phone I have successfully gotten this refunded for you, just to provide proof there is an attachment to show the amount and when it occurred. Cannot apologize enough for the lack of communication but thank you for your patience and kindness on our call today. Refund was in the amount of $210.94 for the rugs that returned to our warehouse. Have a great day! 

• Initial Complaint

  Date:11/12/2024

  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.

  I bought a rug in September never opened it, because I ordered the wrong size every time I call about my refund they give me a different excuse and blame it on either me or Affirm

  

  Business Response

  Date: 11/13/2024

  Dear ******, 

  We sincerely apologize for the situation with the refund being processed with Affirm. We have released the funds to Affirm as of August 26th, 2024 in the amount of $105.93 for the 5' x 8' Theia Rug. With the refund being accomplished on our side, Affirm will need to be the ones to refund the money that you had spent towards the product returned. Affirm can be reached at **************, and I would request the $35 that was spent towards the product in question back to your method of Payment. 

  ********

  Customer Satisfaction Specialist, **********************

  Customer Answer

  Date: 11/13/2024

   
  I am rejecting this response because: I did recieve  that, this is for the ******** rug so returned for $34.24
  
  

  

  Business Response

  Date: 11/13/2024

  Dear ******,  
  I apologize I was in the wrong for the first response, I was looking at the incorrect order ID. This order of E5NU34KBFF has now been fully refunded ($34.24) with proof attached, as well I have attached proof of your store credit being placed into your account. This will be visible in your Rugs.com account within 24 hours. I do apologize for the continuance of the refund issue but rest assured this has been taken care of.

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/30/2024

  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.

  These carpets are defective! All three of them roll up and bunch and curl up on ends. We trip over them, they are too thin and move. They are not meant to walk on. You cannot move furniture on them. Cheap and poorly made. They look pretty but carpets are not to look at but to walk on. They are **** and impossible to clean.

  

  Business Response

  Date: 10/31/2024

  Dear *******

  I am sorry for the trouble with your order.
  I understand that there was an issue with your purchase pertaining to the quality of the rugs purchased.  I was unable to find a recent order however, only 7N7RFJEG6U from December 27, 2022.

  The possibility of a refund for an order unfortunately is not possible outside of 6 months so we are unable to refund the order.

  In hopes to amend your experience, we're happy to offer a store credit for the full amount ($491.66).  You would just need to create an account on our website for us to do this as your email *********************** did not pull up in our accounts page.  

  I hope this is helpful and look forward to your reply.

  Sincerely,
  Edward 

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  However, I need better instructions on how to redeem my credit. I may have used a different email at the time but they can correspond to ********************* with the refund.
  
  Thank you. 

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  Upon receiving and setting up the beige rug I purchased from this company, I immediately noticed several small, colorful specks scattered throughout the material. Initially, I assumed these were ink stains, but after closer inspection, I discovered they were actually threads of various colors woven into the rug.I contacted the company, providing photos and videos to explain the issue. In response, they offered me a $25 credit, which they later increased to $45 on an approximately $150 purchase. I declined both offers as I felt they didnt adequately address the problem.When I requested an exchange, I was informed that I would need to return the rug first and then wait for a refunda process that was inconvenient, especially as I was preparing for a housewarming party and upcoming vacation. The timing couldnt have been worse, and the situation left me feeling frustrated and *************** the end, I wasnt able to get the rug I wanted, even though the company had initially offered a significant discount. This experience was deeply unsatisfying, both in terms of product quality and customer service.

  

  Business Response

  Date: 10/02/2024

  Dear *****, 

  We are so sorry this happened to you.  We will be happy to reship this rug to you without having the defective rug returned. 
  

  We will be calling and emailing you with tracking information and details of the reshipment. 

   

  Kind regards, 

  ***** | Rugs.com

   

   

• Initial Complaint

  Date:09/08/2024

  Type:Product 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.

  Awful shopping experience. They sent me a rug completely different from what I ordered. I told them that and they sent me ANOTHER wrong rug. Now they are requesting I return both rugs to get my refund. Its a huge package to ship and they are refusing to pay for shipping materials. **************** has been rude and so difficult to work with. Now I have to clean up their mess when I did nothing wrong and I still havent received the rug I originally ordered over a month ago or my money back. All I want is my full refund back to my original form of payment and for them to pay for packing materials. Worst customer service I have ever had.

  

  Business Response

  Date: 09/09/2024

  Dear *****************************

  I am terribly sorry for the sub par experience on your recent purchase. 
  I see from the communication that the rug originally purchased delivered in the wrong design and our attempt to amend by sending a replacement resulted in the same wrong item arriving to you.  In response, we have refunded the order in full today 9/9 and will look for the correct design today and expedite it to you if we're able to locate it.  If not, we're happy to offer a store credit for $109 (the original item value) in addition to the refund that has already taken place.

  As for the wrong items shipped and received already, we will not require return of them so hope they can be donated to a local charity or given to family or friends.

  I hope this is satisfactory and look forward to your reply.

  Sincerely,

  Edward 

  Customer Answer

  Date: 09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/25/2024

  Type:Delivery 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.

  5/13/24 was date of transaction $640.00 was the cost of the rug There is still no update, no tracking number, no order status. Nothing.

  

  Business Response

  Date: 08/26/2024

  Dear *******

  I am very sorry for your subpar experience.
  I understand that the custom rug has taken longer than expected which we are currently on the 15th week since purchase on May 13, 2024.  The custom rug, along with others purchased near the date of your order, arrived to our facility last week on August 23rd.  The vessel container containing your custom rug was unloaded this morning at the same time you had requested cancelation and refund.

  The refund was processed in the amount of $623.04 as there was a 10% discount applied to all items on the order.

  In hopes to amend your experience, we're happy to ship the custom rug to you despite the refund having already taken place.  There was a developmental change to our custom rugs since you purchased in May and that is, that they are now produced in our facility and shipped directly to our customers versus waiting for the item to be made, transferred to our facility, then shipped to the customer; saving a considerable amount of time.

  Further, I did read some of the transcript from your phone call with our customer service team.  It is a priority to me to prove to you that we are absolutely not a fraudulent company.  

  If this would be acceptable, please let me know in response here and I'll happily take care of this for you.  

  Sincerely,
  Edward 

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/23/2024

  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.

  I paid $278 for a ********** which I never received. Now they refuse to refund the card I made the purchase with and are only willing to give me a store credit which I will never use because I refuse to allow ***** to deliver any more of my items because they always deliver to the wrong addresses. One attached photo shows the picture fed ex took of the place they left my packages, the other attached photo is a photo of my front door, with has the apartment #*** on it and you can clearly see that it wasn't my front door they left my package at because my doors have a rail, the one ***** took a picture of, does not.

  

  Business Response

  Date: 06/25/2024

  Dear ****,

  Thank you for reaching out. Our sincere apologies for the mishandling of your package by our shipping partner, and for the mishandling of your case by our team. It appears that someone from our leadership team has already intervened and issued a full refund yesterday. Attached is the receipt of the refund. 

  We hope that this leaves you satisfied. Of course, if you have a change of heart, it would be our pleasure to serve.

  Have a great day,

  ******

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/19/2024

  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.

  I have been completely scammed by this company ... beware. I bought two identical rugs that were both defective when they showed at my front door. I sent them everything they asked for pictures of the ***************** of the label on the back, order number, etc., etc. They offered me a credit of $47. shameful. I spent days dealing with multiple people and various emails With no resolution. I finally had to go to my credit card company and dispute it with them. They lie, they do everything they can not deal with the problem that they created. Horrible customer service. The customer service is from somewhere out of the country clearly but it doesn't matter they don't stand behind their product..

  

  Business Response

  Date: 06/19/2024

  Dear *****************************
  I am very sorry for the subpar experience with our company.
  I see from our customer service log that you did contact our team with images to note the defect on the rugs received (attached).  Given the state of the rugs, they are unsellable in this condition so I apologize firstly that they arrived to you in this manner.  Secondly, due to the condition we will not require return of either rug.  I see that two return labels were issued shortly after the call so please disregard these as no return will be necessary.
  We have initiated a full refund to your original form of payment today, June 19 2024 which should be visible in the next 1-2 business days per standard processing time.  I hope this is both satisfactory and helpful to avoid bringing the rugs to a local FedEx.
  Additionally, we do have customer service globally, including the **, to provide 24/7 customer service assistance.  If your experience with our external representative was subpar please provide us with detailed feedback so we may provide training for the agent as we would with our US-based team.
  Sincerely,
  ****** | Rugs.com

• Initial Complaint

  Date:05/18/2024

  Type:Delivery 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 was ordered as a "pay it forward" for teachers and I never received the rug. After I filled out a bunch of personal information, I was notified that I was chosen to receive this rug valued up to $300. I was notified it was shipped and tracked the order only to find it was supposedly damaged in shipping and was delivered back to the shipper. This company (Rugs.com) should be shut down if they are scamming teachers only to gain their personal information.

  

  Business Response

  Date: 05/21/2024

  Hello ***********************, 

  Thank you for bringing this matter to our attention. We apologize for the inconvenience of not having received your rug.
  
  Upon receiving your notification on May 18th, we promptly reshipped the rug on May 19, 2024. Please find the new tracking link below.
  
  We appreciate your patience and hope this shipment reaches you without any issues. Should you encounter any further problems, please do not hesitate to contact our customer service team via email or phone.
  

  ***********************************************************

  Warm Regards, 

  ***** | Rugs.com

  *************

  ************