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:10/12/2023

  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.

  Horrible experience. I returned 3 rugs on the same day. I was refunded for one rug after hours of providing info because the company said I didn't return the rug. I was told the other two rugs are at the warehouse. I asked please provide the sku # so I know they are the rugs I returned. ******* would NOT provide the sku numbers. She just kept saying sorry the warehouse is closed. I'll have someone get back to you tomorrow. I was on the phone with her for 1 hour. Three days passed and no call and no responses to my emails. They basically stole from me and refuse to help me resolve the issue. In fact, one rep hung up on me and I was not even being rude to him.

  

  Business Response

  Date: 10/13/2023

  Dear *******
  
  I am terribly sorry for the sub-par experience on your communications with our customer service team regarding your recent order.
  I see this is in regards to order Z2JZ8EN79Y which had refunded two rugs returned but was delayed in refunding the other two, item ******* and 6274148.

  This has been submitted today to be refunded to you, October 13th.  

  Further, I apologize for how our team handled communicating details to you for the refund amount and the delay in whole.  

  I hope this is helpful and apologize again for the sub-par experience.

  Please let me know if there is anything I can do to be of service.
  We hope to work with you again in the future.
  
  Kind regards,
  ****** | Rugs.com

  Customer Answer

  Date: 10/13/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:09/14/2023

  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 a rug, and within a week, it started to disintegrate. Pilling, strands perpendicular to the rug itself, tumbleweeds of fuzz rolling across my floor. I contacted PayPal to help with this dispute, and at first the seller told me this was due to me vacuuming it with a certain tool which I did not do. The seller then came back with an offer of exchange, which I would not accept. Amount in dispute is $182.67. Order #: PWE3ESBB4C. This should be noted as a complaint yo this companys profile, as they are not particularly concerned about the consumer.

  

  Business Response

  Date: 09/14/2023

  Dear *********************

  I am terribly sorry for your negative experience with our company.  
  I have reviewed your original email to us to inform us of the issue with your order.  The rug absolutely should not fall apart after maintenance is performed on the rug so I have determined the rug to be a defective batch.

  In hopes to quickly resolve your experience, I have submitted for the refund to be submitted in full when our accounting team returns to the office tomorrow, September 15th, 2023.  This will be routed back to your original form of payment which appears to have been through PayPal. 

  We have, in the past, experienced some issues with refunding to PayPal if an open dispute has been lodged with PayPal.  If you have in fact already done so, please note that this may disable our ability to refund you and it will need to go through PayPal's dispute process but if you would be willing to work with us in better serving you, the PayPal dispute can be removed and we can reattempt it afterwards which would refund without delay.

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

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

  Customer Answer

  Date: 09/15/2023

   
  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.
  
  Thank you for your assistance.  
  

• Initial Complaint

  Date:09/11/2023

  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.

  My complaint is that they dont respond to emails when youre asking how to return something. Ive had no response to three emails. I never received an order number.

  

  Business Response

  Date: 09/11/2023

  Dear *****

  I am very sorry for the trouble with your experience. 
  I was able to pull up two orders in our system from your email address ******************** but have checked our email system and was unable to find any messages from you to our customer service team inbox at *************.  I'll be happy to help you however.

  The two orders are both within our return policy so I wanted to inquire if it was one of the orders or both.  The two orders are highlighted below:
  

  September 3rd, 2023
  WEPKSGWJRX
  **************************************
  $73.14 total
  
  August 21st, 2023
  5CMKPFCK3P
  **************************************
  ************************
  $127.84 total

  We do offer a free return for a full refund and with both in policy, can certainly take care of a return of one or both.  Please let me know if you were intending to return one or both (please specify the order ID if it is just one of the orders).

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

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

  Customer Answer

  Date: 09/11/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:08/28/2023

  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.

  Ordered a 9x12 cafe rug in beige for $162. Received an 8x10 blue/orange rug costing $145. Unfortunately we were not able to arrange with rugs.com a satisfactory way to return this rug. This is not a satisfactory resolution as they over charged me $17 for the rug they sent. They also charged me for a 9x12 rug pad and sent an 8x10. Their solution was to credit me $25. The rug pad and rug I was charged for is $37 more than what I received so a $25 refund shorts me $12.

  

  Business Response

  Date: 08/30/2023

  Dear *****

  I am very sorry for the sub-par experience on your purchase with our company.
  I see from the images provided to our team that the wrong rug was shipped to you and that our team has worked with you on providing a free return which, too, has not gone as smoothly as we would have hoped.  

  Given the issues that have occurred, I wanted to offer a full refund without the need to return the rug that was received.  Alternatively, if you would be willing to give us another chance, I'm happy to offer a store credit for $350 which can be used towards any combination of items on our website.  The store credit route would not include a refund but provide $120.00+ over the price paid to select a replacement item or items.

  Would either route be satisfactory?
  
  I look forward to your reply and taking care of your experience.

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

  Customer Answer

  Date: 09/01/2023

   
  I am rejecting this response because:  On 8/30 I received a response from rugs.com through the BBB website  that stated, in part, I could get a full refund without the need to return the rug.  On 8/31 I received an email from Regine that stated there would be no charges to our order, we could keep the rug and pad and a $350 store credit.  I accepted this offer and clarified the terms (no charges, no return on incorrect items and $350 store credit) with Regine who confirmed it was correct.   On 8/31at 10:40 I received an email from ****** that stated a store credit has been submitted to my rugs.com account and will be available for use within 24 hours.   On 9/1 I received return labels from Regine for the 9x12 rug and 9x12 pad.  I never received these items! How can I possibly return something I didn't receive?  I also have not seen the credit I was told would appear in 24 hours.
  
  

  

  Business Response

  Date: 09/05/2023

  Dear August

  I am very sorry for the trouble.
  The return labels issued to your were done in genuine mistake.  Please disregard them as we have previously organized a no return necessary due to the items not arriving.  

  I personally handled the store credit adjustment into the account you recently created under ********************.  If you log into this account, there should be $350.00 in store credit which can be applied towards any future order(s).

  Again, I apologize for the mixup and hope this is both helpful and satisfactory.

  Kind regards,
  Edward 

  Customer Answer

  Date: 09/06/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:08/11/2023

  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.

  I purchased one of their rugs from Amazon in prime day. The photos and descriptions of what I bought verses what I got were completely different. The quality of the rug was so poor that the way they packaged it folded into threes and then folded over and have made for so many bumps in the road and because the backing was of a cheap hard coating. There was no way I was going to ever lay flat, plus the carpet itself felt like some terrible acrylic plastic feel not soft at all. I have worked with them for over two weeks trying to get a refund and for them to pick up this terrible rug for them to just give me a run around game they have the worst customer service Ive ever experienced at all I want is my money returned, and this piece of trash taken out of my house. They keep telling me ***** will come pick it up and they never do. I have cameras on my house and have reviewed them daily the rug has been sitting outside for 5 days now. You cant sell someone something that is not what they paid for and their for you are a scam! I did everything Amazon and rugs.com asked me to do to get a refund and here I sit $160 less and a piece of garbage later! Give me my **** money back you con artist!

  

  Business Response

  Date: 08/14/2023

  Dear ********,

  Thank you for reaching out. I would like to apologize for your unsatisfactory experience with Rugs.com on Amazon. Our leadership team quickly took action following your complaint last week and made certain that your refund was issued in full. The refund should have been issued far sooner in this case and we have followed up with the team member that handled your case poorly. I am also sorry that ***** has not picked up your package as we requested them to. This is certainly frustrating for both of us as we expect them to follow through with our work orders. If the rug still has not been picked up, we can issue another pickup request or you can dispose of the item if you would like to.

  Again, I am very sorry for your experience. We have to fold our rugs to comply with our carrier package size rules. In most cases, the folding is not an issue and the creases come out relatively quickly. I fear that either our warehouse team did a poor job of folding the item and/or this package was placed under significant weight in one of ******* delivery vehicles - deepening the folds/creases. Regardless, we own up to our mistakes and we would most certainly be willing to offer you store credit in the amount of $100 to shop directly with us on Rugs.com. All I would need is your blessing to set up an account and issue the store credit.

  Thanks again for bringing this case to light. This was a learning experience for us and we will aim to improve as a result.

  Kind regards,

  The Rugs.com Team

• Initial Complaint

  Date:07/18/2023

  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 a rug from rugs.com on order JU596Q6Y6Y. The price in the cart when I pressed submit was ******. However my card was charged ******. After multiple emails, the company eventually admitted a mistake then refunded me the overcharge, but they miscalculated the refund and shorted me about 3 dollars. The last 3 dollars was only returned after a posted a review of their company on a review website. To say that my experience with their "customer service" has been frustrating would be an understatement. This is the worst experience I have ever had in purchasing a product online. No one in my multiple emails seemed the least bit concerned that their billing system had an error in it that was causing people to be overcharged. No follow *** to see what could have happened to prevent it from happening to another customer.In my research of this company I am shocked to see that they have such a high rating on multiple sites. But now I know why, this company somehow has negative reviews removed from rating websites. As of this writing my negative review of this company has been removed from 2 different websites. To sum up, I shocked at this company's utter lack of professionalism. It should not take multiple emails and a complaint to a 3rd party website to get a refund on a billing error. Actually it's even worse than a billing error because the price I was shown in my cart was not the one I charged. Anybody ordering from this company does so at their own risk.

  

  Business Response

  Date: 07/18/2023

  Dear ***

  I am very sorry for the subpar experience on your first experience with our company.
  The issue with our promotion was unfortunately a technical issue where the 15% coupon did not apply to the checkout which was isolated to your purchase date, July 5th so I do apologize that this affected your experience with our business.  Furthermore, it is absolutely unacceptable that our customer service was unable to quickly remedy this for you on the first email.  I completely agree that the team member assisting you on the issue did not handle this correctly and we will investigate and engage quality training to assure this does not happen again.

  I see the sum of overcharge has since been remedied but I wanted to reply in hopes to amend your experience with an additional compensation.  If either would be acceptable, we're happy to either refund an additional $50 back to your original form of payment OR ship a fitted pad for the rug purchased.

  Please let me know if one of these would be satisfactory and I'll have either the $50 reimbursement issued to your original form of payment or send the fitted pad at no cost.

  I hope to hear from you soon and again apologize for the subpar experience.

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

  Customer Answer

  Date: 07/18/2023

   
  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 and accept the additional refund.
  
  Thank you. 
  

• Initial Complaint

  Date:06/02/2023

  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.

  I ordered a rug on 5/16/23, which was delivered on 5/22/23. It was placed on the floor a few days later. We noticed that many pieces of materials used in the handwoven rug were coming out and creating a tripping hazard. Rugs.com offers free returns within 30 days. On 5/31/23 (9 days after it was delivered), I initiated a return. Rugs.com will not provide me with a return label for the return and instead has told me to use a chopstick to poke the pieces back down with. There are over 30 places where the material has poked outwe are older and unable to get down to the floor to perform the maintenance on the rug. Rugs.com has offered to reimburse ** $50, which is unacceptable to **. The rug was $169.99 plus tax. We used a store credit of $23 and paid $9.86 in tax for a total of $155.86. Order number is DJEP8R9FNC. We have purchased many rugs from rugs.com before and have always been happy with the product quality and return process UNTIL this order. Nowhere on the description does it state that a chopstick must be used to continually poke loose material ends through to avoid a tripping hazard. If it had given that warning, we wouldnt have purchased it. We want to return the rug with a FULL refund (to include our store credit, which would be $155.86 PLUS the $23 store credit). Rugs.com has stopped responding to me.

  

  Business Response

  Date: 06/05/2023

  Dear *******,

  Thank you for reaching out.

  We are very sorry for the poor experience that you have had both with our product and service. We agree that the condition of the rug that you received was unacceptable, and we should have honored your request to return the item right away. We always offer partial refunds as an option for customers, but this offer goes hand-in-hand with a free return label. Our team member made multiple mistakes handling your return request and we are turning this into a learning experience for our team.

  We have initiated a full refund for your order in effort to make amends for this poor experience. I do not see the need for a return given the circumstances, but we will most certainly arrange for a pickup of the item rug if you wish.

  Please let ** know if you have any other questions or concerns.

  Have a great day,

  The Rugs.com Team

  Customer Answer

  Date: 06/05/2023

   
  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 appreciate the advocacy that the BBB offers consumers when dealing with reputable companies.  Typically, I only buy from companies with a stellar BBB rating and was shocked by the poor experience with rugs.com this time since I've always been happy with them in the past.

  
  Thank you. 

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  Order ID#: ****************** From Rugs.com Claim number: ******** The rug arrived 1/3 soaked and there were two black stains were the packing was coming open. I called customer service and they asked me to send photos which I did. 5/15 I got a email that the rug was to be picked up.I called customer service A customer representative last week assured me that ***** would pick it up yesterday(Tue 5/23) nobody showed up. I called again the morning and another representative told me he will email me the pickup date and never did. I called a third representative and she had absolutely no clue about anything.I emailed them the following:[Please pick up on Friday!!! 5/26 (The above how nothing was done)Also the pickup address is different from where the rug was initially delivered The new ************ address should be (My new address)Please respond ASAP]They emailed me that they would pick up the rug on that date with *****. ***** came to the Old Address. I sent them another email. [You picked it up at Today the WRONG address!!!!After I had wrote in the emailed specifying the address and told 3 phone customer service people to have it picked up at this address. (My new address)Please pick it up now at THIS address on Tuesday 5/30!!!!!!!!!!!!!]I got an apology email asking me to be patient but no date for actual ************. The Rug is still here and smells bad and is probably moldy. I want to be able to throw it out.

  

  Business Response

  Date: 05/31/2023

  Dear ******,
  
  Thank you for reaching out to us through the **************************** We are very sorry for your experience to this point, but we sure appreciate the opportunity to make things right. We found your experience to be flatly unacceptable and disappointing. We took action as soon as we received your complaint yesterday. 
  
  We have issued a full refund for this order, with $223.04 being returned to **** card ending ****. Ultimately, we feel it is most important that we deliver the product that you ordered. We see that the 8' x 8' Light *********************** Square Rug you ordered is currently out of stock - but more are due to arrive in mid-June. If you wouldn't mind waiting - we can fulfill your order once this shipment arrives. For a quicker solution, you may choose to receive store credit for a replacement, and we would be more than happy to provide you with store credit in the amount of $300.00 for immediate use if you choose this option (we would just need an email address for an account to attach the store credit to).
  
  Beyond the offer to make amends, we want to explain what happened in this case. There was a mistake made on the back end during your first call (when submitting the damaged call tag to ****** which complicated our normal procedure and confused our customer service representatives. By no means is this an excuse. Our team members should have communicated their confusion right away so our team leaders could effectively troubleshoot. We are using this as a learning experience for the entire team. 
  
  You deserved better than the service you received and we can certainly understand why you became frustrated. Again, please accept our sincere apologies and trust that we have taken swift corrective actions. If there is anything else we can do for you, please reach out. It is our pleasure (and our privilege) to serve!

  Sincerely,

  The Rugs.com Team

  Customer Answer

  Date: 05/31/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:04/10/2023

  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.

  Good day Purchase two rugs from this company a few months ago . Both came ripped underneath. I have reached out to this company several times with no feedback.

  

  Business Response

  Date: 04/10/2023

  Dear *******

  I am very sorry for the issue.
  I was able to locate the order, 57D3VEXQ6U, from September 16th 2022.  I was unable to find an email regarding this order or phone call log so I wanted to inquire if we can offer a replacement for both rugs, both are in stock.

  Please let me know if this would be acceptable and we'll have both rugs reshipped to you at no cost.

  Sincerely,

  Edward 

• Initial Complaint

  Date:03/20/2023

  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.

  I placed an order yesterday morning thinking I had gone through all the products filtered to buy 3 rugs. I received 10% from rugs.com because I bought 2 or more rugs and $15 from paypal for using them in conjunction with the order. Later, I reviewed my order to make sure the payment processing was correct and two rugs with a much better color popped up. I called to swap out two rugs that were same price and same company. I was told i had to canceled the entire order and reorder. I did and made a subsequent mistake. This time the rep canceled the mistake and ordered the right one for me. With this action by your rep, I lost the 10% offered by rugs.com and the paypal promotion all of which were on the initial order. In essence my original order didn't change, just the color of the rugs. I wound up paying $80 more for the same items on the second reorder. I don't want to hassle returning these rugs, but I will if I have to. It would be nice if at the point I needed to swap items, the rep was able to process these changes to save the customer's money. I'm 75 years old, on a fixed income and in need this $80 difference. Order numbers in order are (1) 4AEFGMKZQU, (2)U3TUZKZG4D, (3)H97CV3TKG7.

  

  Business Response

  Date: 04/11/2023

  We have reimbursed this customer $80 through their first replacement order U3TUZKZG4D.  With the case closed, we have no way to publicly post this to them.  
  
  

   

  We very much hold customer service as a priority in our business.

   

  Sincerely,

   

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

  Customer Answer

  Date: 04/11/2023

   
  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.
  
  Thank you.