Rugs USA

Full review
I eventually did get the rug I ordered. That seems to be a better outcome than some of you have described!

However, it took weeks and weeks for it to arrive. I was told initially that the rug would take 3 to 5 days for order processing and then 3 more days for actual shipment. After 2 weeks with no word from Rugsusa, I contacted them.

At first, I sent them an email. I received an instant reply stating that they had received my inquiry, assigned it a number and said I would get a reply to my question within one business day. After hearing nothing more, I sent a second email and then a third. With each email, I copied my previous messages to them. I NEVER heard back from any of the emails I sent to them. I believe I sent them a total of 4 email messages and did not get a response at all.

I then called them on the phone. There was at least a 15 minute wait each time I called. I never got any specific answers via the phone. They said they needed to contact the manufacturer to see what was going on with my order. One time, they said the manufacturer was not open yet and would call them later and then call me with the info. I never heard back from them. Another time they said the manufacturer was not answering their phone and they would call me back later. I had the operator repeat my phone number back to me to make sure it was correct. I never heard back. Another time they said it 'looked like' my order had shipped, but they had no tracking info and would (of course) get back to me. Nope, they never did.

I also used the Live Help Chat line to contact them. Sometimes there was no one available to "Live Chat" and all you could do was send an email message. When I did get someone via Live Chat, it was the same thing as on the phone. All I got were iffy, vague answers and was told that they needed to contact the manufacturer about my order and would email me back. Never heard back about anything.

With no response from email, no return phone calls, and no return answers from the Live Chat line, it is apparent that their entire Customer Service situation is terrible. It seems that all areas of customer service are told to be vague, nonspecific and to always say that the customer will hear back from them BUT to never actually get back to consumers in any way.

I never did get any information about shipment from Rugsusa. I was never sent an email (as specified on my order status page) telling me that the rug was shipped. One day about 4 weeks after I placed my order, UPS delivered the rug. It has now been weeks since the rug was finally delivered and my USArugs Order Status page still says my "order has been processed and will be shipping soon".

I am glad I did finally get the rug as I would absolutely hate to have to deal with this company to try to get a refund. Oh that reminds me, this company charges your credit card the very first day you place the order. So, they have your money in their pocket no matter how long it takes for you to receive the items. Very few reputable companies do business that way.

One final thing - this was also mentioned by another epinion poster. This company will not reply to emails with questions about the order, they will not return inquiries sent via the Live Chat Line nor will they return phone calls as promised. However, they (very efficiently!) send emails with advertisements about USArugs each time after contacting them with an inquiry. After sending each email, talking via Live Chat and after each phone call, I very quickly got emails from them hawking more rugs and other items. That obviously says that they acknowledge that there was contact made by me, but they did not reply to my questions only sent me more spam email trying to get more business.

Live and learn - I will never do business with them again.