Company calls itself Rugs USA, and yet they are not in the USA. There is no mention of the fact that when you order from them, you will find a foreign transaction charge on your credit card. That fee is fairly hefty. They should not be allowed to hide this from customers.

Rugs USA ships the wrong items and offers HORRIBLE customer service. Consider yourself lucky if you actually get the item you ordered. I ordered a rug on 12/23/10, after calling the second time approx. 3 weeks later, then they indicate the rug is on back order. Well on 1/28/11 a rug arrives, but it is the entirely wrong item not just a color issue. I spent hours putting in calls to customer service, and was actually hung up on many occasions. I had to hound them for a week just to get an authorization for a return shipping label and had to figure out how to fit an 11 ft rug into my car to take it back to UPS myself. I was told that the correct rug would be shippped out once the other one was in transit. Well, a week (2/11/11) after I sent back the wrong rug, I called again to see if they had shipped out the item that I actually ordered. No customer service indicated they had not fixed the item numbers that were wrong in their system (this is two weeks after they knew the numbers were wrong) and if I wanted them to place another order for the item, I would just get the wrong rug again until they actually fixed their website. They told me to call back Monday to see if the numbers were fixed so I could try again to put in my order. Well, I had enough so I requested a refund and ordered the rug from somebody else!! If they wanted my business they would have gone above and beyond to fix their screw up! Now, hopefully I will actually get the refund.

This is in reference to your complaint against RugsUSA.com. Your complaint was assigned ID 8060422.
Your BBB has tried to present your complaint to RugsUSA.com in an attempt to resolve this matter to your mutual satisfaction. Unfortunately, despite our efforts, we have received no response to your complaint. We attempted to contact RugsUSA.com through written correspondence twice on your behalf, but we must now close this matter in our files. This does not minimize the importance of your concerns, nor is it any reflection on the validity of your dispute. You may now want to pursue this matter through an alternative resource.
Your BBB helps settle many marketplace disputes between consumers and businesses, but please understand that we are not an enforcement agency and we cannot compel a business to settle your complaint in a particular way, nor can we compel them to respond. BBB mediation is a voluntary process requiring the good faith and willing participation of both parties to a dispute.
The firm’s failure to respond to your complaint will be reflected in its BBB record. A firm’s rating will be affected by its failure to answer even one complaint. Your experience may, therefore, alert other inquirers seeking information through the BBB.

Original complaint:
I ordered 2 rugs from Rugs USA between 9/14/09. I was sent 2 rugs, only one rug was what I ordered it wasn't even the correct item number. I called Rugs USA and informed them of their mistake, originally I had ordered 108TC57-609, they sent me 108TC67-609. I contacted them on 9/18-9/19. They told me they would send UPS labels, pick the rug up and send me the right rug. I contacted them again the following week because they still had not sent had the rug picked up. UPS picked up the rug on or before the 10th of October. I waited approximately 6 weeks, I had to call them twice for status, to receive what was supposed to be the correct rug. The delivered the replacement rug on the 11/19 or 11/20. I looked at the label and it was the same rug I had returned. I called Rugs USA on the same date I received the rug and asked for a refund on the rug. They said they would refund my money and have UPS pick up the rug. I waited approximately 1 week and UPS still hadn't picked up the rug nor did I get a refund - Rugs USA told me on the phone that the refund would take 5-10 days to post. I called back to check 11/23-11/24 because the rug had not been picked up and there was no refund to my Paypal account. The man I spoke with said I had to wait 10 days to see the refund. On 11/27 or 11/30 I called again because I had still not seen the refund and the rug still hadn’t been picked up. They assured me they would take care of it. I had to leave the country on the 12/4 and just returned. I just checked my Paypal account and STILL they have not refunded my money. The rug STILL has not been picked up. Rugs USA purposefully sent me a product I did not want and are trying to force me to purchase an item I did not order by not refunded my money and not picking up the rug. The original order number for this transaction was WS103144.

I attempted a rug order from this online vendor, and was charged immediately. After receiving conformation of the order via email, two weeks went by without any further word as to status of fulfillment. All attempts to reach the company by email and by phone failed. It appears they do not actually answer their customer service line. At least not during the morning hours when I tried after 9:30am weekdays.

For a US based ecommerce company to fail so miserably at product delivery, order tracking, and customer service is pathetic and should not be tolerated. There's too much competition out there for thiscompany to stay in business. Let's help push them along so that a better quality company can replace them.

I ordered 2 rugs from Rugs USA between 9/14/09. I was sent 2 rugs, only one rug was what I ordered it wasn't even the correct item number. I called Rugs USA and informed them of their mistake, originally I had ordered 108TC57-609, they sent me 108TC67-609. I contacted them on 9/18-9/19. They told me they would send UPS labels, pick the rug up and send me the right rug. I contacted them again the following week because they still had not sent had the rug picked up. UPS picked up the rug on or before the 10th of October. I waited approximately 6 weeks, I had to call them twice for status, to receive what was supposed to be the correct rug. The delivered the replacement rug on the 11/19 or 11/20. I looked at the label and it was the same rug I had returned. I called Rugs USA on the same date I received the rug and asked for a refund on the rug. They said they would refund my money and have UPS pick up the rug. I waited approximately 1 week and UPS still hadn't picked up the rug nor did I get a refund - Rugs USA told me on the phone that the refund would take 5-10 days to post. I called back to check 11/23-11/24 because the rug had not been picked up and there was no refund to my Paypal account. The man I spoke with said I had to wait 10 days to see the refund. On 11/27 or 11/30 I called again because I had still not seen the refund and the rug still hadn’t been picked up. They assured me they would take care of it. I had to leave the country on the 12/4 and just returned. I just checked my Paypal account and STILL they have not refunded my money. The rug STILL has not been picked up. Rugs USA purposefully sent me a product I did not want and are trying to force me to purchase an item I did not order by not refunded my money and not picking up the rug.