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Rugs USA Reviews (205)

Hello, We apologize for the damaged experienced on this itemWe have refunded your account the full purchase price of $Unfortunately, because of the oversized nature of this item we have to ship the unit to you using UPS Freight as UPS Ground will not accept itIf you would still like to receive your item, we can arrange to ship it with a different carrierPlease contact us directly so we can assist you in a placing a new order

Hello, Our returns department will issue a return label for the new rug shortlyPlease note the mis shipped return label has still not been usedA refund can only be provided once the rugs are returned to our manufacture's warehouse

Hello,We apologize for the delay in shipmentUpon reviewing the order it appears that your item was shipped via FedEx Tracking #: [redacted] on 7/11, and was delivered to you on Thu 7/13/We are sorry you did not receive your order as promptly as expected.Our Warehouse had experienced an unusual delay issue, and we were closed for the 4th of July Holiday which disrupted our delivery schedulesThe issue has been resolved to serve you better and fasterI see that one of our Supervisor's Kevin has also sent you an apology on behalf of the company.Again, we apologize for any inconvenience the delay might have causedWe appreciate your businessShould you have any additional questions, please feel free to contact Customer Service at ###-###-####

Hello, The claim was reviewed and processedThe pick up is still pending, however a replacement rug was shipped via ups tracking [redacted]

Hello, Please accept our most sincere apologiesA representative will be reaching out to you via telephone to provide you the details of the call tag pick upOnce the item has been picked up, we will process an immediate refund of the purchase price

Hello,We have thoroughly reviewed your order # [redacted] , and we understand and apologize for your disappointment with the situationWe did listen to your concerns voiced through your messages and looked into how we could best assist youUpon review of your order, however, SKU [redacted] was delivered on 11/17/2016, therefore, is no longer eligible for a return.We were informed beginning 9/25/you contacted us several times regarding your issue and spoke with several customer service representatives, who informed you that SKU: [redacted] was ineligible for returnYou then escalated your return request to a Supervisor to determine if someone else would be able to make an exceptionOn 9/28, 10/2, 10/and 10/you were advised by a Supervisor and a Manager that we are truly unable to process a return for your rug at this timeYour concerns are important to us, however, an exception can't be applied in this circumstance since, Rugs USA does not include lifetime or extended warranties for the lasting condition of items beyond the day return policyWe strive to assist all customers to the best of our ability within our policies and guidelines.Please be advised of our policy which states,” .if a customer wishes to return an item, they have days from the time of delivery to do so.” You may reference this information along with our entire "Easy Returns" policy at the following link:https://www.rugsusa.com/rugsusa/control/returnsThe Rugs USA return policy is enforced throughout the company and cannot be bypassed by a Supervisor/Manager or anyone elseOnce the day return period elapses, we are unable to create a return authorization in our system.As previously stated, your rug was delivered on 11/17/16, and under these circumstances, Rugs USA would've had to have been notified of your request to return by 11/30/We were not notified of the customer's request to return SKU: [redacted] until 09/25/By this time the return period had elapsed by monthsUnfortunately, there is nothing in our system that would allow us to authorize your return.Please accept our sincerest apologies for any inconvenience experienced We include the policy on our website, to ensure customers make an informed decision before they purchase with usIf we can assist you in any way, outside of this, please let us know

Hello,We are sorry to hear of the shipping/delivery issues regarding your order # [redacted] We apologize for any inconvenience this may have caused Upon reviewing the order, we see that you placed your order on 8/and the item shipped from our WH on 8/17.Tracking was updated by FedEx on 8/and the item was showing in transit, but then there was a delay in delivery between 8/31-9/You contacted us on 8/regarding the delay in shipping and as per FedEx, the delivery of your item was rescheduled for 9/On 9/you contacted us again and the delivery had again been rescheduled by FedEx to 9/ We contacted FedEx on 9/and they stated they could not deliver the item due to a barcode issueYou had emailed stating that you no longer want the item since there was an exception on the FedEx website and they can't deliver the itemOne of our reps called FedEx to request to ship the item back to our WHWe informed you that we requested to have the item shipped back to our WH and once the item is returned a refund would be processedThe item was RTS and delivered to our WH on 9/and your refund was submittedAgain, we do sincerely apologize for the delay in shipment and that you were unable to receive this item A full refund in the amount of $has been issued to your accountPlease allow 3-business days to fully postShould you need further assistance outside of this, please contact customer service at###-###-####

We are sorry to hear of the issues you experienced Sometimes when we run popular promotional sales, products may occasionally sell-out before the website is able to updateThis is especially true for our Rugs USA "Sample Sale" During this sale, customers have the opportunity to save 90% or more on rugs that have been previously photographed, reviewed for color, or offered to us by vendors as samples of the vendor's new line or collection There is usually only one quantity available for purchase, and once the sample has been sold, it is then scheduled for removal from the websiteAll orders placed via our website are charged at the point of saleIn the event that we are not able to ship the item(s) they are cancelled and refunds are submitted.Please advise that refunds in the amount of $each were processed by our Accounting Dept for [redacted] on 6/Refunds in the amount of $each were also processed for [redacted] on 6/ Please note that from the date a refund request has been processed it takes approximately 3-business days for the refund to fully reflect onto your accountYou will receive additional confirmation notifying you once a credit has been fully processedIf you have any additional questions regarding your order, please do not hesitate to contact our Customer Service Team

Hello,We apologize for the shipping issue you experienced with order # [redacted] On 6/you called to update your shipping address on the order since you had movedUnfortunately, FedEx did not make the update in their system, so the items were shipped to your billing address in errorFedEx did pick up the rugs on 7/from the incorrect address and returned then to our WHYour refunds for the order have been processedPlease allow 3-business days for the refunds to fully processYour transaction ID's are [redacted] -$64, [redacted] -$148.80, and [redacted] -$ Again, we apologize for any inconvenience this may have caused Due to system limitations, we are not able to send replacements, however, should you like to place a new order we would like to offer you a gift code for $20- [redacted] off a future orderShould you have any further questions, feel free to contact Customer Service at ###-###-####

Hello,We sincerely apologize for the issue you experienced with this return for order # [redacted] When you requested your return online on 7/the label should have been sent to you directly from UPS Sometimes the emails get forwarded to spam/junk folders or in rare cases the link to the label may not workWhen you contacted us on 8/7/ a new label should have been issued by our Claims Deptand sent to you via email We have addressed this issue with the appropriate deptsince you were not able to receive the label and apologize for the inconvenience this may have causedA UPS label will be sent to you with instructions for returning the item We have also removed the label fee of $for the inconvenienceAgain, we apologize for your issue during the return process and should you need any further assistance, please contact Customer Service at ###-###-####

the rest of the money was just put back my account.Thank you for your help.I am very satisfied

Hello, I reviewed the order and saw the claim was processed with the manufactureWe have advised the customer a pick up has been issued via fed exOnce the pick up scan shows on the tracking number , [redacted] 834, we can issue a full Please see attached the details of the return with instructions the manufacture has issued

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] When RugUSA puts in a comment that the color may vary due to monitor screens, the color shouldn't be so differentI twas shades darkerWhich means that they put up an inaccurate picture of the blue rug purchasedAnd for the orange rug I bought which has only geometric shape on it but the picture on their website shows 18, is grossly misleading

Hello, I reviewed the order and saw the refund was already processedThe amount of $has been returned to the customers [redacted] cardPlease allow the credit card company 5-business days to update their records and reflect the fundIn some cases, the credit card company can take up to one billing cycleAppreciate your patience

Hello,We are sorry to hear that your item for Order # [redacted] did not arrive as expectedUpon reviewing your order, you contacted us on 9/26/to report damage to your item stating that "the bag was all taped up and there was a slit in the bag and the rug" Anytime there is damage to the packaging of the item, we have to follow our External Claims Procedure and file a damaged in transit claim with the carrier(All Rugs USA items are inspected for damage as they are loaded onto the trucks for transit.) Carrier Claims take 8-business days to be processedThe claim was filed on 9/and you were advised that the refund for the item would be submitted once the claim is resolvedYou followed up regarding the claim on 9/and 10/and you were advised that the claim was still within lead time and we are waiting for a responseSince 10/was the 10th business day and we did not have an update from the carrier, Customer Service Rep Beth reached out to the claims dept for an updateI understand that the carrier asked for photos and that the claim was extended an additional business daysOn 10/the claims department advised the claim was approved and we submitted the refund requestWe also advised you as per claims that the item could be discarded as the item did not need to be returnedA refund was processed in the amount of $and you were refunded on 10/ Again, we apologize for any inconvenience this may have caused and we thank you for your patience while we resolved the issueShould you have any further questions regarding this, please contact Customer service at ###-###-####

Hello,Thank you so much for your feedback regarding Order # [redacted] We sincerely appreciate your making us aware of the inconveniences experienced regarding your order We apologize that you felt your concerns were handled with anything other than promptness and professionalismWe take the satisfaction of our customers very seriously and appreciate your taking the time to discuss the situation We will share your experience with the appropriate parties to help ensure that we are consistently providing you with quality serviceAlthough it does not rectify the situation please be advised that we were experiencing a high call/email volume due to a 50% sale that was currently running on our website We see you ordered a rug and rug pad on Tues, Jan 3rdWe sent you an email on Jan 4th that the [redacted] -rug was on back orderWe were able to cancel the [redacted] -rug for you and submitted for your refundWe do apologize that the rug pad was unable to be cancelled as the Warehouse had already picked the item for shipment on 1/at 9:am and once the items are picked we cannot cancel the order in our system Although our website states that Cancellations can be requested within hours that is not a guarantee as stated on our FAQ/Product pages: "Orders may only be cancelled within business hours of being placed, provided they have not already begun the shipping processModifications cannot be made to the size, color, or quantity of items ordered at any time once an order has been placedTo request a cancellation, please contact customer service by filling out the e-mail request form HEREYou may also call us at ###-###-####, or request assistance via live chatCancellation requests are processed during business hoursPlease keep in mind that as all orders begin processing immediately once received, cancellation cannot always be guaranteedWe strongly advise that you carefully review the details of your order prior to clicking the "place order" button."We are sorry that you feel mislead in any way regarding the information you obtained from FedExWe were experiencing a slight delay with our carriers due to the snowstorm on the East Coast during 1/and 1/Please be advised that due to the carrier delays FedEx was not able to pick up the item from our warehouse until 1/ Tracking was updated on FedEx's website on 1/and the item was delivered 1/The cancelled rug [redacted] -was refunded on 1/8/and the Rug pad has been refunded 1/12/ Again, we are sorry to hear that your experience with us was less than satisfactory and we hope you will consider giving us another chance in the future.Should you need anything outside of this, please feel free to contact us at ###-###-####Thank you

Hello,After filing my complaint the company got back to me and rectified the situation[redacted]

I am rejecting this response because: The rug was delivered 11/but was not opened until 12/ The rug is located in a room that only I go in to watch TV Only my husband and I live in the house Getting "pulls" in the rug is not wear and tear after being down for only weeksHaving a return policy is absurd when you are selling products for hundreds of dollarsI am not asking for my money backI am simply asking that this defective product be replaced

Hello, We apologize for the frustrations experienced with this order. We show you have been refunded in full. For the inconvenience, Please accept the following gift certificate valued at $30.00: [redacted] . You can use this in conjunction to any sale, or coupon code.

Hello, We understand that it may just be a typo from when you emailed us the tracking numberThe tracking number you provided of [redacted] reads as invalid when it is tracked in UPS' systemWe ask that you please carefully review the tracking number and respond to the direct email we sent you on 6/15/ It seems by your response that you do have the correct tracking number and once that is provided to us, we will refund you the full amount of the purchase price

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Description: Carpet & Rug Dealers - Persian/Oriental Rugs

Address: 8 Santa Fe Way, Cranbury, New Jersey, United States, 08512-3260

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