Is rugsdirect.com Legit?

“Rug is severly damaged. Cant get customer service to resolve.”

Purchased oversized rug for our bedroom, we are senior citizens and needed help to unpack and set up in room. It took about a month to find someone to help us open the package and set up the rug. When the package was opened and the rug was unrolled we found the rug to be damaged in random places. Holes and rips. We contacted rugs direct, filed a claim and sent photos. No reply. We have reached out to them several times and have not gotten any satisfaction. Did not expect to be treated so poorly. We paid over $1000 +. It is causing us a lot of stress trying to resolve. If you are considering a purchase buyer beware...

“Great company”

Fast shipping…quality rugs. This is my 5 th rug that I have purchased for my new home. Very happy with all of them. I would definitely recommend this company! Tip for consumers:Don’t be afraid to buy from Rugs Direct. I’m very pleased. Products used:5 rugs all coordinating, of different sizes Service Value Shipping Quality

“Beautiful rug, great price”

Needed a slightly larger rug to accommodate new sofa and chair setup in the living room. Most of what we looked at was in the wrong colors or extremely expensive. Found this one, which perfectly suited our needs. Very happy and the delivery only took a few days. Surprised me that it arrived so quickly. Products used:Rug Service Value Shipping Quality

“Sample program is a sham, be warned”

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 supervisor to approve it. Still waiting for that to happen. 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". Service Value Shipping Returns Quality

“Great Selection and quality.”

As an interior designer, I want to maximize and minimize the time that I spend sourcing for clients and Rugs Direct helps me do that. It is easy to search for the color, style, and price of the rand the selection is excellent. I recently used this company and I am very pleased, as are my clients. Every rug looks exactly as you would expect based on the photos. Products used:rugs Service Value Shipping Quality

“Beware if ordering multiple rugs.”

I ordered an 8 x 11 safavieh wool rug, Along with a runner and smaller rug of the same pattern and color. They were significantly different and their customer service would not replace the mismatched tugs. My only option was to return at my own expense. Ridiculous! Wish I could post a picture, because I could have lived with a small variation. This is no small variation! Products used:The shipping was free, but when you have a problem, they will not resolve it. The Safavieh rugs are excellent quality but rugs direct would not be my choice for ordering them. Service Value Shipping Returns Quality

“Beauty”

After weeks of shopping online and in store I finally found the rug I was looking for. I purchased this 9 x 12 rug for my family room because the walls are dark green, so the pinks and plums really compliments them. The rug is vibrant even though it has the " worn" look to it. It seems to be well made.Arrived quickly. The room feels complete now. Did I mention I got it at an unbeatable price? Bonus, it happened to be clearanced. Tip for consumers:Rug. Because it is oversized, I ended up paying a small shipping fee ( normally free I am assuming). Products used:Rug

“Ugh, terrible product, terrible nonexistent return policy.”

Poor customer service follow up, terrible nonexistent return policy, dirty or damaged merchandise. Poor seams, puckering, won't lie flat like it should. I bought these in December, they were dirty, damaged, customer service acted like they had amnesia, no recall, no idea what was going on, didn't keep their words, no honor among thieves. Products used:Rugs, trashed pads, they were disintegrating in packages, no care at all in packaging, quality control was missing. Dirty products. Service Value Shipping Returns Quality

“WORST EXPERIENCE EVER”

I ordered a rug & was charged for it. The rug they sent was the wrong size & wrong design. It also smelled awful. I requested a return pickup & a refund. Several days later they shipped & charged my credit card again for a replacement rug. They've now charged me for two rugs I don't want & they refuse to refund me for either of the rugs until they receive them at their warehouse. (I suspect this might be illegal since I never authorized the second rug charge. Also, why charge me again if the second rug was intended as a replacement for their original mistake? Suspicious.). I feel confident I'll be fighting with this company for a long time trying to get back over $850 they owe me. I will NEVER do business with these folks again. In the meantime I ordered and received a beautiful rug from lowes.com and it was a perfect experience. I highly recommend lowes.com. Products used:Returned or at least trying to. Service Value Shipping Returns Quality

“Nightmare with Rugs.com: A Lesson in Customer Disregard”

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 Direct utter lack of customer consideration has left me deeply dissatisfied and cautioning others to steer clear of this unscrupulous company. Service Value Shipping Quality

“More than normal shedding”

Paid $1000 for a normal room size rug that wil soon be nothing but a pile of dust because of excessive shedding. There are rug blue rug fibers floating in the air and rug fiber dust everywhere even with daily vaacuming. That rug is killing us causing sneezing, coughing and allergy attacks. In my 70 years I have never ever seen a rug shed like this. Company won't do anything about it so maybe the health department will!

“Order Failure”

Placed an order for "delivery tomorrow". However, I received an email the next day saying there would a delay of 6 days after which I would hear from the Courier Co about delivery. That never happened and for the next 7 days I tried telephoning, but always went to a voicemail. When at last a human being called me she said that they did not know when the item would be in stock. Order cancelled. Not a good experience.

“Horrible customer service and site accuracy”

Just go somewhere else! I canceled an order from a competitor because it had been on a back order that kept getting extended. I was aware it was not in stock, though, when I placed the order. This 'company' said they had it in stock, though so I canceled and then reordered here. I didn't hear anything for a couple weeks, so I wrote customer service twice…crickets. I finally got a reply this morning saying it's back ordered for another month! They should not have said it was in stock. That was clearly a ploy to get my $$$, and it's backfired. I'm more irritated at the deceptiveness. I immediately wrote back asking for a cancellation and refund, but then get an 'out of office for a week' reply (it's 10:30 AM) directing me to call for further assistance. I call….they are closed for an extended holiday week. Just don't! Incredible Rugs and Decor have the same pricing, and very sweet customer service agents…that are in the USA. Tip for consumers:I never received In Stock items Service Value Shipping Returns Quality

“Do not buy from this site”

Think twice before buying from this site. The rug I bought arrived in a different color from the color shown on the site. They do not refund the total amount you paid and they also did not send you a return label, you have to pay for the shipping cost. Terrible customer service.

“Costly mistake”

I bought the sinclair tobacco rug by Magnolia on May 11. Found out several hours later that it was literally half price on Wayfair and Amazon. Called for a price match but was told it was too late. After speaking with customer service received a small discount. Still overpaid greatly. I see the rug is now being sold for much less. They say free shipping but it cost $40 because it was oversized. If I returned it I would have had to pay quite a bit of money as well. Will never buy from them again.

“Rugs are NOT in stock”

Be aware that just because it allows you to add a rug to your cart and purchase it, that does NOT mean it's in stock. But they won't tell you that until after you pay. None of the three rugs we purchased are in stock. One says it will take at least a week to ship. The other 2 don't even have estimates. Do yourself a favor and order from Wayfair or Overstock. You might pay $2 more per rug, but it's worth it!

“Great experience and quality rug!”

I was looking for a well made thick modern rug and found the perfect one on this site. Customer service was friendly and answered my questions when I called. I can't believe how quickly my beautiful rug came! It was in my home in TWO days! Exceeds expectations! Products used:Rug Service Value Shipping Quality

“Fantastic Customer Service!”

I signed on as a new customer and ordered two rugs this morning, thinking I would receive the 15% discount for signing up and agreeing to texts. I did not. On further reflection, I decided to order an additional throw rug. I still did not receive the discount. So I requested a chat. I was immediately helped by Diane, who ordered the 15% discount on my earlier order and gave me a new code for my new order! Immediately! I am so impressed by the fantastic customer service and my discounts on top of sale prices! Thank you, Rugs Direct! Products used:Rugs

“Adequate”

I have purchased rugs from Rugs Direct for several years. Very fast delivery and quality has always been satisfactory. I discovered today, however, that I can purchase identical rugs for as much as 40% cheaper from at least 6 different sites, including Amazon. Free shipping and no problem returns.

“They gave me my money back”

They sent the wrong rug, the quality of the rug was less than I expected considering the cost, but they get four stars for customer service. They picked up the rug within days and gave me all my money back immediately after. There was not even a service or handling charge. A shout out to customer service rep Suzan Burkett who handled my order. She was professional, efficient and most of all kind. If you are having difficulty with this company, I'd ask to speak to her. I wish their product was better priced and better quality because their customer service people are top notch. Service Value Returns Quality

“Most beautiful rug ever!”

I got my rug in yesterday. It is absolutely beautiful even more in person. And the photo it looks super pink, but it's actually not. It's exactly what I wanted, and what I was looking for color, wise and quality wise. It was worth every penny and I will be purchasing more rugs. The quality is amazing. The one I got is called gray blush

“Back for a 4th”

I have 3 of these rugs in different sizes. I just ordered a 4th. I love this rug. I use a lot of navy blue in fabrics and this rug complements them so well. Products used:A rug runner

“Easy Shopping”

This site, specializing in rugs of all types and sizes, had many helps online to assist you in picking out the right rug. They even had the ability to take a photo and show the rug in your room. I loved all of that since I have been unhappy with the rug that I currently have. Tip for consumers:Have not received my rug yet — just like the ordering process, their knowledge of rugs, the variety of rugs, and the high reviews. Products used:Rug

“Poor Customer Service”

I had to return a rug and initially Rugs Direct did send me a Return Auth#. I had decided that I would take it to the Fed Ex office myself and that is how the shipping label got generated for me to print out. Then I realized how heavy it was and thought there is no way I can take this by myself. I asked them if I could change the return to a fed ex pickup. No problem was the answer and the return department was supposed to email me a return label within 24 hours. That was on 9/26, and on 9/27 I still didn't receive anything. I called customer service and the rep said returns are a little behind and it could take up to 48 hours. Ok, so I waited until 9/28 and still nothing received. Contacted customer rep again and they said I should have it within the next 24 hours. It is now 9/29 and I still don't have anything. Contacted customer service again and now the problem is escalated to the supervisor and she is supposed to get back to me. So far nothing and the rug to return is just wrapped up and laying in my living room. I am not holding my breath that I will be contacted by anyone. If I would have known this would be such a hassle, I would have just asked someone to help me take it to a Fed Ex office. As far as I am concerned, I will not be doing business with this company again.

“No 10percent off after signing up”

The only problem I had it said to sign up and get on sale alerts and get 10 percent off so I did but didn't get another 10 percent off.