“Terrible return policy. I cancelled an item but it was delivered anyhow. I was then told I would have to pay to send it back, «per their return policy». Since I had cancelled the order before the rug was sent, I don’t think the cost of the return should be on me.”
“Very upset and backed into a corner. I wish I had read the other reviews before purchasing. My wife sent me a link to a rug and we ordered it. When it arrived it was the wrong color. We paid $470 for the rug. Their falsely advertised "Easy Return" policy fails to mention (unless you read the fine print) that they charge $285 to return the rug. I offered to load up the rug in my truck and deliver it back to the warehouse that was only an hour away from me and they said that wouldn't work. I guess just add me in line with all the other disgruntled buyers. Hopefully someone can read this and avoid working with this company.”
“I never received the item I ordered. I reached out twice via email and followed up with a phone call, but the issue remains unresolved. Based on my experience, I would advise others not to take the risk with this company.”
“Quality not good very thin keeps losing pile. Wanted one for present went to dune elms for it was 10.00 dearer but thickness and quality fantastic. Won't use rugs direct again”
“Rugs Direct has a HORRIBLE return policy. Not only do they make you call them to get return approval for any area rugs over 5x7, but they also charge you such a high restocking/return fee when they product they sent you doesn’t even match the description. Horrible business.”
“I ordered a vinyl rug from Rugs direct the moment I signed a lease on my new shop. One month later it is still not here. A week after my designated opening of my business. I obviously obviously cannot move into the shop until the rug is here. Rugs direct customer service could care less. They have told me that FedEx economy is the only way to ship, even though they knew how important it was for my opening. Will never order from them again!”
“Don't buy from rugs direct. Return policy is horrible and very very cost prohibitive. Want $400 to ship back $800 of rugs and it is not called out well on their website and hidden.”
“I ordered a small kitchen mat May 2024. It is now August 16 and I still don’t have the mat. It wasn’t a custom mat. I bought the same mat at the beginning of the year from Marshall’s and when I wanted to replace it I found it at Rugs Direct. The shipping date keeps being pushed back, I am now given a date of September 15, ridiculous.”
“Be warned about $$$$ rug samples.... 1) they are non refundable 2)They offer a program where you can order samples and later have the cost of those credited to your order. They don't state this on the website but they only credit ONE SAMPLE and it must be the EXACT same color/product as the sample you ordered. I made the mistake of purchasing several expensive samples in order to compare the colorways, only to find out they'd only comp one. 3) Getting the credit for it is not easy, you have to call and get the supervispr to approve it. Perhaps I am spoiled, I am a trade customer and typically companies send free samples. These are $50 each! Would rather deal with the carpet manufacturer directly than through a third party such as "rugs direct".”
“"WARNING - while the website states ease of returns, and giving buyers their "discounted return price", the cost to return my $600 rug was $250. Which isn't remotely competitive with over sellers, and is completely misleading. I would have never ordered from rugsdirect had I known their easy return system would cost half of the rug. It was also considered "oversized" and not eligible for returns when I tried to return through their online process - requiring me to call customer service in order to get further information. Nowhere was it stated that my rug was "non-returnable". Another misleading aspect of their "return" process. I would rather pay $50 more for the rug elsewhere, and would have never ordered through them. Save yourself the struggle."”
“Found the perfect rug I wanted and placed my order on a Sunday. I realized after 30 minutes that I ordered the wrong size so I immediately sent an email to cancel my order so I could re-order the correct one. A few hours later I get an email saying that the order has already shipped and that I could not cancel even those the receipt I received said it would not ship for another 3 days. When I called today to see what we could work out, I was unfortunately met with very negative unhelpful representative. I realize this was my mistake but it’s hard to believe that they would not even work with me. As it all turned out, I found the same rug a lot cheaper on Amazon.”
“My ordeal with Rugs Direct has been nothing short of a nightmare. Waiting for months for a refund, I felt like I was chasing a ghost. And when the elusive refund finally arrived, it was shockingly less than what was rightfully owed. Rugs.com's utter lack of customer consideration has left me deeply dissatisfied and cautioning others to steer clear of this unscrupulous company.”
“Beware! I would have given ZERO stars if I could. The rug my husband ordered to go in his office arrived with the wrong color and very faded. It was pink in the middle of the rug where the online picture is clearly deeper orange and the rug looked like it had been left in the sun for a year. Customer service said there is no claim and would not pay return shipping charges. BEWARE!”
“Purchased a 100% viscose pile rug from Rugs Direct 5 months ago. Buyer beware these rugs cannot be cleaned. The care instructions on Rugs Direct nor the back of the rug say dry clean only. Who sells a rug that cannot be cleaned? Complete junk. Contacted their customer service and they were no help nor did they offer assistance. 100% viscose is a plant based material that isn't worth the paper it's printed on.”
“In November, I ordered 2 rugs and 2 pads. My order totaled $169.23. The rug colors did not match what was pictured on line. I understand this can happen. However I went to great expense to return the rugs as well as buying insurance on the returns. This cost me $40.63 in total to return the 2 rugs and the 2 pads. I waited for the returns to show up on my credit card statement. I was only reimbursed $157.42 of the total 169.23 due back to me. Rugs Direct did not include reimbursing me for my taxes that were paid to them. I finally had to call 2 months later to ask for them the attend to this discrepancy. I do not recommend this company. They give no money towards returns and they were not honest in returning my total amount until I called to complain. This represents very poor business practice on their part.”
“Ordered a rug that was showing as 'in stock', they took my money but i didn't receive any confirmation (yes, i checked my junk mail). I only had a message from paypal detailing the money leaving my account. After 3 days, I called them and was informed that the item was out of stock and "might be back in in 6-8 weeks". Woman was curt and disinterested, clearly this was a common occurrence for her.
A call the the day after i place my order with a brief apology/explanation probably would've been sufficient and i may have even been prepared to wait the lead time.
E-comm sites used to operate like this 10 years ago, I can't believe they are still in business today with such disregard for their customers.
Would NOT recommend”
