Rugs DirectReviews 109

We bought a $3000 rug that was on sale. When it arrived, it was stuffed into a flimsy cardboard box. The box was broken and the rug had absolutely no protection. When I contacted them, they did not even apologize. They just wanted to know if the rug was 'damaged at all'. It is a lot of work to return a 13x11 rug that arrived in a broken box. Ultimately we made it work, but I will NEVER buy anything from them again. The customer service person's name was WINNY.

First time ordering from you, but there was a big selection to choose from and my rugs came very quickly. I love them! Will most definitely buy from you again

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...

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!

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".

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.

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.

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.

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.

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.

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.

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.

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.

Same rug that I ordered from Rug Direct at 30% less price at other companies.
They will not match the price and the return will cost you a fortune.

Rugsdirect.com will just cancel your order after days go by and after you finally get someone to contact you back. They are a horrible company

First know they charge shipping to return. I do not feel the photos were accurate on color, which would have eliminated having to return. Additionally, they received the item 3 weeks ago and still no refund, why would you buy from them?

Found the rug I imagined, there it was! Unbelievable, much better looking than I ever imagined! Thank you!

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!

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.