Rugs USA

Full review
Horrible, horrible company. I will never order from RugsUSA again. Initially I'd had no problems with my order and I even quickly received an email saying that it was being processed and should ship out soon. Well, one out of the two rugs I ordered did ship out and did arrive promptly. The quality of the rug was very good and it is a nice rug that I'm happy with. RugsUSA on the other hand...

The problem really started when they didn't ship the second rug to me (this was included in the original order). I first emailed them to find out what the status of the second rug was. No response. I called to inquire what the status of the second rug was. They had me on hold forever and then finally the representative said that the other rug I'd ordered is on back order for EIGHT weeks. Their website never indicated any of the items being out of stock at all (otherwise I wouldn't have ordered two matching rugs, of which one wasn't even available). I ended up cancelling the second rug because I wasn't going to wait around without a rug on my floors for two months. I was told my credit would be placed on the card I used in 4-5 days.

Well, weeks later I checked my Amex statement and lo and behold, RugsUSA never credited me for the back ordered and ultimately canceled rug. I called them to complain about their lack of a refund. I was on hold for what felt like forever. Finally the call was being routed to a customer service rep who ended up hanging up on me while trying to retrieve the call. Frustrating! I had to call back once again and I finally got someone on the line. Here's where it gets really fun.

The customer service rep pretty much ignored the fact that three weeks ago I called to cancel the order and was told I'd be given a refund. I stress the fact that I no longer want the rug that was on back order and the order should have been canceled. My concern was that they would end up shipping out another rug anyway, especially considering I never received the credit or any proof of a cancellation. I told her I wanted my refund and did not want the rug. She tells me she has to call her manufacturer to find out whether the rug has been shipped or not. What that has got to do with me canceling my order and getting a refund, I don't know. I told her I don't care whether they've shipped out another rug or not because three weeks ago I CANCELED my order. I did everything I was supposed to do as a consumer. She didn't seem to give a damn and went on with her "my manufacturer" story. She said she'd have to "get back to me" when she "felt that she could call the manufacturer at a time when they'd be open." She never gave me a timeline and said nothing more. Apparently I was just supposed to wait for her to get back to me after she'd spoken to the manufacturer about this rug I had already canceled three weeks prior.

I didn't expect to hear back from them and I didn't feel like playing games. I contacted Amex and they're currently disputing the charges with RugsUSA.

Today I received an email telling me my order (which I had previously canceled over a month ago, TWICE mind you) was now complete. I had to call RugsUSA once again to find out if they were going to ship out a new rug since I obviously don't want it. Despite the fact that my email says "complete" now as the order status, I was told "Oh, don't worry about it. Your order is canceled and you've been credited the amount on your card today." So we'll see what happens in a few days...will the rug show up at my house? Will my next Amex statement reflect this?

It's a shame, too, because the rug I did receive is really nice. But I suggest looking online to see if another retailer carries the same rug rather than buying from RugsUSA. Keep in mind, their website probably won't say an item is out of stock, so you're taking a chance ordering from them. And good luck getting them to cancel the order and give you a credit. Never again!

And just to rub salt in the wound, the original rug that I ordered which was on back order dropped in price $30.00 from the time I ordered it and three weeks later when I called to cancel the order.