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: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

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

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

• Initial Complaint

  Date:04/15/2024

  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.

  I purchased a 2.2x6. runner at Rugs.Com on March 30. The order number is WERCJ796N6. I receieved an email from *** to confirm a delivery on April 4. The email shows that the item was delivered to a different location. So we emailed but they insisted they had delivered and so we called on April 8, and they said they would deliver it. One week has passed, the item is not here.I wanted to cancel the order but this is not even possible: the webpage does not allow me to cancel it.Please deliver it asap.

  

  Business Response

  Date: 04/15/2024

  Dear *****,
  
  We sincerely apologize for the inconvenience caused by the delay in receiving your order. We truly appreciate you bringing this to our attention. It appears that your order was mistakenly delivered to an incorrect address. Rest assured, we have promptly initiated a claim with *** to address this issue.
  
  To ensure you receive your order without further delay, we have arranged for a reshipment of the runner. You can expect to receive an email with the updated tracking details shortly. 
  
  However before we proceed we need to confirm your address. It is stated that ************** is located in Newtonville *************. Portions of ***** are also in ******. Your order had both cities listed which could have caused the issue. To be certain , please let ** know if it's Newtonville or ******. 
  
  Once again, we apologize for any inconvenience this may have caused you and thank you for your patience and understanding.
  
  Warm ************************ Rugs.com

• Initial Complaint

  Date:03/29/2024

  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.

  I purchased two rugs a larger 5 x 6 and a smaller 2'4 x 4. They made a mistake and sent me two 5 x 6 rugs. This was back in November of 23. I have tried for months to get the right size rug and return the one I do not need. I waited to long for the bank to take a charge back on the purchase. Tons of phone calls email etc. 5 months later I still do not have what I ordered..

  

  Business Response

  Date: 04/02/2024

  Dear **************,
  
  Please accept our sincerest apologies for the inconvenience caused by the non-delivery of your custom-made rust red outdoor rug, size 2'4 x 4' (Order# ***ZKD2HXH). We understand how frustrating it must have been to not receive your order as expected. We genuinely regret any inconvenience or disappointment this may have caused.
  
  We're pleased to inform you that we have located the missing rug and have promptly shipped it to you today, April 2, 2024. You can track your shipment using the following link: ****** Tracking Link](*********************************************************************). 
  
  As a gesture of goodwill, you are welcome to keep the additional rug you received in error with your original order. You may choose to use it yourself or donate it as you see fit. We also will be refunding you in full for the entire order. 
  
  Once again, we apologize for any inconvenience caused by this oversight, and we hope that receiving the rug will help to make up for the delay and any inconvenience you may have experienced. 
  
  Thank you for your understanding and patience in this matter. Should you have any further concerns or queries, please do not hesitate to contact us.
  
  Sincerely,
  ************
  Customer Service Representative

  Customer Answer

  Date: 04/02/2024

   
  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:02/20/2024

  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.

  Rug is very low quality and does not match what I ordered. I need to be refunded. They're telling me I can return it. But I need to figure out how to wrap it in plastic again and I will be responsible for cost. This rug is 6x9 and if it came as pictured I wouldn't need to return it. This is being made into my problem.

  

  Business Response

  Date: 02/21/2024

  Dear ****************,
  
  We sincerely apologize for the inconvenience you experienced with your recent purchase.
  
  Upon thorough examination of your case, we have decided to issue a full refund for your purchase without requiring the return of the rug and rug pad. You are welcome to dispose of, donate, or gift them at your convenience.
  
  We recognize the time and effort you invested in selecting the perfect rug, and we regret that it did not meet your expectations entirely. Please be assured that we remain committed to providing you with a satisfactory experience. When you are ready, please do not hesitate to reach out to us, and we will gladly assist you in finding the ideal rug.
  
  Your refund has been processed today, and it may take 2-3 business days for the transaction to appear in your account.
  
  Thank you for your understanding and patience in this matter.
  
  Warm regards,
  
  *****
  Customer Service Manager

  Customer Answer

  Date: 02/21/2024

   
  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. I wish they could have done this for me in the first place. I appreciate your help greatly! 
  
  Thank you. 
  

• Initial Complaint

  Date:01/18/2024

  Type:Order 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 ordered two runners on Amazon from rugs.com #***-1282716-7561060. The item descriptions were incorrect on the Amazon site. It listed the rug sizes wrong so they did not work for me. I needed runners that were the same width. These are different widths. I open a return request which was approved. They sent me what was supposed to be a prepaid return label. I repackaged the rugs, printed the labels and taped them on the packages. Then I hauled them both down to ****** The ***** person said that the labels were not prepaid and I had to pay to return them. So I brought them back home. *** spent over an hour trying to straighten this out on the website. No luck. This is not my fault. This ones on you. Refund my money. If you want the rugs, send someone to pick them up.

  

  Business Response

  Date: 01/18/2024

  Dear *****

  I am very sorry for the trouble. I see that on your purchase (112-1282716-7561060) for the two runners, they were both in fact different widths, one 2'0 (the 6' runner) and 2'7 (the 10' runner):
  ********************************************
  ********************************************
  
  The return request was auto-approved by Amazon and the RMA DYSLBKsHRRMA was issued by Amazon.  This should have generated a *** return label that is issued directly to you by Amazon.  I apologize that it appears this did not happen.

  Given the frustration endured, I have issued a full refund and the two rugs can be disposed of if unusable.  You will receive an email from Amazon today providing you with confirmation that a refund to your original form payment has initiated and that refund should be visible your account in the next 1-2 business days, per standard processing time.

  I hope this is satisfactory and apologize again for the inconvenience.

  Sincerely,
  ****** | Rugs.com

   

  Customer Answer

  Date: 01/19/2024

   
  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:12/27/2023

  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.

  Ordered items from Rugs.com Date: 11/11/2023; Delivered: 11/14/2023; Order #: NF3PKB9TEJ; SKU #: *******; Item Description: 2'x3' Antique Red WASHABLE Maahru Oval Rug; PROBLEM: I ordered this specific item because it was advertised as WASHABLE. The packing product description is contrary to this claim of washable and clearly indicates 'spot clean' only with cold water dampened cloth.I contacted Rugs.com immediately about this discrepancy. I received a response on 11/16/2023 indicating they would get back to me. I sent a few more inquiries, with no response.No company should be allowed to make false claims about their products. 1. Remove the word "Washable" from the description. 2. Make some sort of amends to me, either in credit back to my account or spending credit. 3. An apology for taking so long to respond, for misleading description and promise to do better.

  

  Business Response

  Date: 12/27/2023

  Dear *****,

  Thank you for reaching out. I am sincerely sorry for your experience. I feel we have multiple errors in this case. The first error is definite - the customer service team member that handled your case did so without attention to detail. He should have been able to quickly assure you that the items that you purchased are, indeed, washable. Quite frankly, I would describe that team member's effort as "lazy" - and we will certainly address that because our customers deserve better. I can assure you that all of our Polyester/Chenille rugs in this collection are washable (I own one of these and have seen it through the washer 3-4 times to this point).

  I believe the second error is with the product card packaged with your product. Based on what you described, I believe that it was packed with the standard, non-washable product care card. If you could confirm that this was the product care card rolled into the area rug, I can notify our warehouse team and manufacturers of this mistake to make sure this doesn't happen to another customer.

  I sincerely apologize for your experience. We will take corrective actions on this case, I can promise you that. 

  Corrective actions aside, I would like to offer a full refund as a way to make amends for what has happened here. We take great pride in delighting customers, and when we fall short of that high standard, we try to re-instill confidence and trust in our brand.

  I look forward to hearing back from you.

  Sincerely,

  ****

  Customer Answer

  Date: 12/27/2023

   
  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.
  
  Please note: I do not need a refund. As long as Inca wash these rugs I am fine.

  Also, rugs.com wishes me to confirm that the inserted rollled up product info flyer was the one that indicated the rugs are not washable.

  Thank you. 

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  This company sells rugs that do not lay flat on the floor. The come in incredibly tight rolls, then when you unroll them, after weeks they still have ripples and upturned ends, posing a tripping hazard and looking awful. When you contact the company, they send prepared advice for Crease removal that include rolling inverse and waiting long periods of time and applying heat, but not too much heat. When you buy a rug, you expect it to be a rug and lay flat on the floor. And all machinations for refund include returns in packaging you have already thrown away and dire warnings that if you dont package properly, no refund will be issued AND you will have no rug.

  

  Business Response

  Date: 12/27/2023

  Dear *******,

  Thank you for reaching out. We apologize for your experience and we want to make this right.

  Creases are an unfortunate reality for all machine-made area rugs. Solving these creases are something we are constantly obsessing about and we are trying to address with raw materials, packaging, container loading, and storage. Our target is being able to offer affordable products that roll out perfectly the first-time - every time - but this research & development is a work in progress (which is why we provide that guidance for products that might have more stubborn folds/creases). Most often, a simple reverse-rolling does the trick. Based on these pictures, it doesn't seem a reverse-rolling worked. We could send you replacement rugs, or we would be more than happy to offer you a full refund to make amends for this experience. We strive to satisfy all customers, but when we fall short, we do our very best to re-instill trust and confidence in us. 

  I also want to address your concerns regarding refunds. We pay return shipping on all our area rugs - a customer-friendly policy that our customers enjoy. We are requesting that the products are returned in a condition where we could salvage the product, often donating these returns to charity. The package size guidance in that return email is so that we can avoid ******* "ground unauthorized" fees that exceed $1,000.00 per package. It is extremely rare that we withhold any refunds from customers, even in cases it would be justified. While these certainly are not your concerns, I wanted to provide some clarity into the "why" behind some of the parts of that return email. 

  Please let me know if you would like replacement rugs, or a refund. It would be our pleasure to take action on your behalf.

  I look forward to your response.

  Have a great day,

  ****

• Initial Complaint

  Date:12/20/2023

  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.

  I ordered 2 rugs and 2 pads from rugs.com. One rug (white) arrived with three large dark spots in the center. I contacted rugs.com to ask about replacing it. At first I was told that the splotchy spots were "part of the charm of jupe." Nope. Then they offered me some cash back. No thanks. The rug is stained! I was told I would have to return the rug with many stipulations about packing, etc. The rug came in a shrinkwrap style plastic which had to be cut off the rug so it was not reusable. I was told I had to repackage it using "a shower curtain" or "a garbage bag." This is a 10' rug! If rugs.com is going to send stained/shoddy merchandise, then they should provide reusable packaging for returns. Then they wanted me to pay $5 for the return label. This is asking TOO much. I'm sure they hope I'll just give up and keep the rug. What terrible business practices.

  

  Business Response

  Date: 12/20/2023

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

  I am terribly sorry for the issue with your purchase.
  I see this is in regards to order GJP52YG9XC where you had purchased two jute rugs which I see from the pictures you provided us are in fact blemished and not "as intended" as you mention our team member mentioning.  I apologize for this incorrect response to you when bringing the issue to our attention.
  

  I see two return labels have been provided to you already which do cover the return costs back to us and the pick up service was offered which is usually a $5 deduction from the refund but in cases such as this where there was an issue with the product, we're happy to offer this service at no cost/deduction to your refund.  

  With our return policies of free shipping and free return shipping, customer service is our most important detail of our business so I hope to amend your experience.  I'll be happy to offer a 50% refund for your order plus replace both rugs with additional inspections on the replacements to check for these issues OR waive the return pick *** for a full refund plus a $50 store credit usable towards a future purchase.

  Please let me know if one of these routes are satisfactory and, if not, what we can offer to make your experience a satisfactory one.

  I look forward to your reply and taking care of your order.

  Sincerely,
  ****** | Rugs.com

  Customer Answer

  Date: 12/20/2023

   
  I am rejecting this response because: First, customer service is NOT most important. I contacted two CSRs yesterday and am only making progress because I complained to BBB. Not great. I don't care if shipping is free if you send damaged goods with no easy way to return. If you want to send a new CLEAN rug of the larger size with the full refund and without my having to figure out how to return the stained rug, I will accept that. There is just NO way to return a rug without packaging. I do, however, appreciate your ************** to this problem.
  
  

  

  Business Response

  Date: 12/20/2023

  Dear ********
  I apologize again. We have reviewed the phone calls that were made and did find that the handling of those calls were absolutely unacceptable.  We will be further investigating the agents that handled your calls to make necessary corrections.  

  We understand large rugs are hard to manage and therefore have always offered free returns to take care of the costs of transport both to and fro. I can offer a refund both pads ($138) plus half of the cost of both rugs ($244, half of $488) which would be a refund to you for $382 plus the reshipment of both rugs, inspected. 

  Please let me know if you would like to proceed or if a return for a refund of the rugs is preferred.

  Sincerely,
  ****** | Rugs.com

   

   

  
  

  Customer Answer

  Date: 12/20/2023

   
  I am rejecting this response because:

  The free shipping is not the problem. Its the packaging. You want things returned in good condition, which I completely understand, but how they heck can I ensure that without packaging material? For a 10 rug! I do like the rugs. Its just the staining. 
  

  Ok. Ill take the replacements with the refund. What do you want me to return? 

  
  

  

  Business Response

  Date: 12/20/2023

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

  I apologize for missing that information.  For the reshipment, we won't need you to return the rugs received already.  You're welcome to keep them if they can be usable in another space and maybe try to hide the blemishes or of course dispose of if unusable, they might even be a usable donation to a local Goodwill if one is near.  

  I've sent instruction to have the replacements shipped to you and the reimbursement sent to accounting to be refunded back to your original form of payment which should be visible in your bank by Friday.  
  
  I apologize again for the sub-par experience and hope we have amended your experience with our business.  **************** is absolutely our most important part of the business so I cannot express enough how the poor experience you have experienced with the team members will be quickly handled and corrected.  
  
  Kind regards
  ****** | Rugs.com

  Customer Answer

  Date: 12/20/2023

   
  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.  I'm only sorry that the CSRs at rugs.com are trained to battle/deflect/deny  legitimate customer issues and that customers are forced to contact the BBB for resolution. I won't be purchasing from rugs.com in the future. There are more reputable options.

• Initial Complaint

  Date:12/04/2023

  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.

  It is impossible to get customer service from this company. Every time I order a rug, I have to spend an absurd amount of time BEGGING for an email confirm of my purchase. In response, they send me a jpg copy, which is worthless. Worse, they tell me to create an account so I can track purchases. I explain that I have an account, but when I try to access it, I receive the message: Wrong password. When I try to change the password, I am supposedly sent a link to do so, which I never receive. It's an endless loop of horrible service and stupidity.I'm told to create a new account. But I can't do so, because website claims I already have one. ************ said: "Sorry, we don't have any tech people." What???Oh, and this is the same company as esalerugs, which shows up on my credit card as Make QR Code Menus for Your Restaurant. Both companies just feel NOT LEGIT.

  

  Business Response

  Date: 12/04/2023

  Dear ****

  I am sorry for the trouble experienced with our website and account section.
  I have worked with our developer team to see what issue occurred and it was found that your email host has bounced emails from us which has caused issues with your password reset requests.  I have attached the report that confirms this as the root cause.  Please confirm the email address, **********************, is correct since sbcglobal has bounced the email address due to the reason an issue with this address.

  I see you recently requested a forwarded receipt for HFG5PU8WNG which was sent to you in a JPEG format which is a training issue within our team, I apologize for this and have forwarded the original receipt to you.

  Sincerely,
  ****** | Rugs.com

  Customer Answer

  Date: 12/04/2023

   
  I am rejecting this response because: I appreciate the response, but there is no reason (at my end) why the email should bounce. The address works perfectly for dozens of vendors. There is a filter that sends ANY message to the Inbox if it contains the word "rug" in the subject line or email address.  This is also the case with esale rugs....the associated company.  No email confirm of purchase, no email notification of shipment pending. (Both sites do seem to be able to charge my purchases with no problem.)

  There simply is NO email. Not in the inbox, not in trash, not in spam. It makes no sense that this would only happen with these two sites.
  
  

  

  Business Response

  Date: 12/05/2023

  Dear ****

  I am sorry again for the issue.
  I had my colleague ** *** reach out to you to provide information on the account, it included an already reset password and temporary one.  I received her feedback a moment ago that this was received well by you so I wanted to ask if this is now resolved as it appears to be from the updated log.

  I look forward to your reply and taking care of your experience.

  Sincerely,
  Edward 

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  

   

  I have tested the information ** *** sent and it appears to be working perfectly..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.