Rugs USA Reviews 

Warning for Canadian Customers: Misleading Product and No Returns

Purchased a rug that significantly differs from its online listing. Product advertised as 'soft' is actually rough and uncomfortable. Visual appearance does not match the product images.
Attempted to resolve issue through customer service, but no satisfactory solution was provided. Company does not support returns for Canadian customers, even with clear product misrepresentation.

I was promised if the rug didn't work they would exchange it or return it and they are not honoring what I was told from customer service evidently they acquired the company and they want nothing to do with it

I ordered a wool rug on Rugs USA. Received a different rug, not wool and a totally different brand and color. Called to let them know. Was asked to take a picture of the rug label and submit. Was told the correct rug would be shipped and Fed Ex would pick up the incorrect rug. Nothing happened. Called a second time. Got an apology and told to put rug out for Fed Ex pick up and correct rug would be shipped expedited. Nothing happened. Called a third time, told they needed a new photo of the incorrect rug label, despite the 2 prior reps stating the photo was sufficient. Incorrect rug still not picked up and the rug I ordered has not been shipped. I paid over $200 and 2.5 weeks later and 3 calls to customer service later I still do not have the rug I ordered. On Hold again 30 minutes and no resolution. DO NOT BUY FROM RUGS USA!

Tried to cancel my order 12 hours later. The guy on customer support said it hadn’t been shipped yet and he would “try” to reroute it back to the center. Why? If it hadn’t shipped yet? So now I have to wait for the stupid thing, never even open it, print out a label, take it all the way to Fed Ex, plus they’re deducting $35 off of my return. For what? Bad business, very unhappy.

We have bought 5 rugs from Rugs USA & have never encountered this problem before. Our latest purchase produced a problem with with creases & wrinkles due to product shipping. All previous rugs were shipped rolled without creases/wrinkles & were able to lay flat in a couple of days. This rug with pad layed for over a month in place & the problem still persisted. Upon contacting customer service they provided lame solutions to alleviate. We chose to use a steam iron with a damp towel. Took 4 hrs & the process only eliminated half the problem. They offered a 20% discount on a future purchases that will never happen with this consumer as we will take our future business elsewhere.

Purchased a rug. Noticed that my shipping address was wrong that it was to my old address from my last order so I called customer service 3 mins after I placed the order to get them to change the address for me to the correct address and I was told they do not have the ability in the system to change address I would have to wait until it was giving a tracking number and then call back to see if the carrier would agree to change the address to the new updated one.... ORRRR I can go pick it up where it ships to, LOL!!!! THIS PLACE IS SUCH A SCAM. They are all for money. If you cancel an order you have to pay to send item back as well out of pocket. Just everything about them is sketchy!!! Spend more and go else where. We will see if I ever get this rug now!

I ordered a rug online, (which was shown as 47% off). A couple of hours later, I found the same exact rug for a lower price on Houzz and a few other sites. I immediately called Rugs USA and then live chatted with a rep to cancel/"return" my order since it had only been a short time. They confirmed the order had not yet been processed and the rug was still at the warehouse. Despite this, they refused to cancel the order. They said I could request a "return to sender." Probing more, that just means that IF their carrier agreed to "return to sender" then the item could be returned. They couldn't tell me who the carrier would be and there was no tracking number. In order to return it once delivered, they said it will be a $95 charge. Very scammy organization.

I ordered 2 rugs. When the delivery came, the packing slip showed the correct items; however, the box only contained 1 rug and not either of the rugs I ordered. I contacted them and they provided a shipping label to return the wrong item, which I did. They then proceeded to refund me for 1 rug but not the other that I never received. I called to inquire why I was not getting a full refund and was advised once the rug was returned I would get a refund. I explained that I only received one rug and couldn't return something I never received.

Hi there,

I ordered a rug listed as 10 feet long and 2'6" wide, but when I unrolled it in my hallway, I realized the actual width is 2'8"—which doesn’t fit the space. I need to return it, but the return process has been frustrating.

When I clicked the "Refund Policy" link to start a return, the page wouldn’t load and showed an error message: “Refused to connect.”

Also, I noticed you don’t provide a return shipping label, which seems unreasonable. Rugs are a product you often need to see and feel in your home before deciding to keep, and returns are part of that process. Not making it easy to return a rug—especially when sizing was inaccurate—feels really disappointing.

Please advise on how I can move forward with the return.

Had to jump through hoops for a solid return. However their policy is awful. Though the mistake was their fault from the start by sending me the wrong item- they still want me to package it up and return it for a refund or replacement. Actually blows my mind.

They offered no discount for the mistake- actually had to ask multiple times for it to even happen.

Awaiting an answer and confirmation shortly

I only wish I’d read reviews before purchasing. The 2x3 rug is NOT thin and washable like a ruggable, and the pad I ordered was on sale for $18.00. This “pad” is a piece of shelf liner, cut from a roll. The return fees make it ridiculous to return. Don’t let the prices fool you. Buyer beware.

Purchased a rug in February. By mid March there were no updates. Called and was advised the rug was back ordered. That was never communicated to me.
Requested a refund and the agent advised one was issued. Checked today (April 8th) and still no refund. Charged back from credit card. Beware of deceptive and dishonest business practices!!

The website shows a 30 day return policy, but it does not reveal that it charges a $15 return fee on EACH item that you purchased - so the rug pads, etc will EACH have that deducted.

Unfortunately, I am dissatisfied with my experience with RugsUSA. I purchased this rug in 'Charcoal' as it appears on the site and the name of the color. The rug did arrive quickly, but the rug is green and not charcoal. Fine. It will need to go back and they offer a return policy. I planned on making a replacement order - they will not exchange. RugsUSA site is down and I am unable to start the return. I chat with them to discuss the problem, I'll need to wait to process. Fine. I inform them that I am going to make a new order since I still need a rug. I create the new order. Two days later the site is working, I go to process the return and am met with a $20 return fee UNLESS you take store credit. So, I chat with them again to get the fee waived or taken off of my just-created order made one day prior. They won't do it and there's no way to waive the fee. I had spoken with a number of reps, all via chat - no one informed me of such. So, now my new order is also cancelled. I learned that I cannot shop online with such a vendor, especially since the cause was their own site issue plus the purchase of the item that was misrepresented color-wise. Now, I have no rugs and this lesson has cost me $20.00.

After only one month, our rug has started to show significant signs of wear and tear. When we contacted customer service, they were wholly unhelpful and rude. We will not be back.

The rug was bad, but not nearly as bad as the $20 return label "fee". The look of the carpet was fine, but it was basically a sheet. I've bought washable rugs before and none of them were this thin. It arrived folded and after 10+ days the folds still didn't relax...I'd consider using them again if they weren't a two-bit business with their return fee. Absolute garbage!

I bought a large shag rug 10x10 and it was not thick or plush, but thin and you can feel the weaving (like a kids latch hook) when walking on it without shoes. Very disappointed and would not recommend.

Purchased a rug, and it was perfect in our living room. We had to clean a spot, used carpet safe, gentle, cleanser and the colors ran into the natural color. Reached out to customer service, showed them the cleaner used (which we use on all other rugs and carpets with zero issues), sent pictures, and several weeks later they offered a 25% discount because it was outside of the 30 day return window. Who cleans a rug within 30 days of purchase?! Unacceptable. Do not recommend rugs usa or this rug.

This rug is a disaster and I want to return it and get a refund. It isn’t the size advertised nor the thickness. It is beyond cheaply made. I am getting a message that is unavailable for return - it is not a rug - it is a dollar store bath mat not even worth what I paid on sale. I surely cannot showcase it in any room.

We bought two 8 x 10 sisal rugs from this company. They were delivered used—-not new products. They were stained and not of good quality and this company lied to us over and over during the whole buy/deliver relationship. We couldn’t return them.

It is February 2025 and we have just walked the rugs to the trash. They lasted two years, but the last year was horrible. These rugs literally feel apart, stains couldn’t be removed, can’t be cleaned because of the material, etc.

We went back to wool rugs. I’m so happy this terrible company and their disgusting rugs are out of my life. I’ve been thinking of taking them to small claims court. Don’t you get tired of wasting your money?