Rugs USA

Full review
I ordered an item in early November. The item did not ship, and I called Rugs USA to find out why. After a horrendously long wait on the phone I spoke to someone who informed me that the item was on backorder.

(Their first mistake: they did not send an email to me to notify me that my item was on backorder, I had to call to find out where my item was).

They gave me a date that they would have the item in. This date was over a month later. I hoped to have the item by Christmas, so I agreed to wait. I asked them for a discount and they gave me 10% off for the inconvenience. The item never came in on their specified date.

(Their second mistake: they didn't inform me that the item was STILL on backorder and they couldn't ship on the date that they said they would a month after my initial purchase).

I am currently in the process of canceling the order.

(Their third mistake: they SHOULD send an apology email and they should definitely send an IMMEDIATE email notifying me that my item is in the process of being canceled.)

I'm still waiting for that final email notifying me of my canceled item and a credit back on my credit card. They keep blaming the wholesaler. But in the end, they are responsible for notifying customers of items that are on backorder - that is not the responsibility of the wholesaler.

They have an online "help chat" which doesn't work at all. This would have been very convenient for me to use so I could clear all of this up and have a log of everything, but I have tried using it several times and it has never worked.