Hi there, I ordered a rug listed as 10 feet long and 2'6" wide, but when I unrolled it in my hallway, I realized the actual width is 2'8"—which doesn’t fit the space. I need to return it, but the return process has been frustrating. When I clicked the "Refund Policy" link to start a return, the page wouldn’t load and showed an error message: “Refused to connect.” Also, I noticed you don’t provide a return shipping label, which seems unreasonable. Rugs are a product you often need to see and feel in your home before deciding to keep, and returns are part of that process. Not making it easy to return a rug—especially when sizing was inaccurate—feels really disappointing. Please advise on how I can move forward with the return.

Had to jump through hoops for a solid return. However their policy is awful. Though the mistake was their fault from the start by sending me the wrong item- they still want me to package it up and return it for a refund or replacement. Actually blows my mind. They offered no discount for the mistake- actually had to ask multiple times for it to even happen. Awaiting an answer and confirmation shortly

I only wish I’d read reviews before purchasing. The 2x3 rug is NOT thin and washable like a ruggable, and the pad I ordered was on sale for $18.00. This “pad” is a piece of shelf liner, cut from a roll. The return fees make it ridiculous to return. Don’t let the prices fool you. Buyer beware.

Purchased a rug in February. By mid March there were no updates. Called and was advised the rug was back ordered. That was never communicated to me. Requested a refund and the agent advised one was issued. Checked today (April 8th) and still no refund. Charged back from credit card. Beware of deceptive and dishonest business practices!!

The website shows a 30 day return policy, but it does not reveal that it charges a $15 return fee on EACH item that you purchased - so the rug pads, etc will EACH have that deducted.

Unfortunately, I am dissatisfied with my experience with RugsUSA. I purchased this rug in 'Charcoal' as it appears on the site and the name of the color. The rug did arrive quickly, but the rug is green and not charcoal. Fine. It will need to go back and they offer a return policy. I planned on making a replacement order - they will not exchange. RugsUSA site is down and I am unable to start the return. I chat with them to discuss the problem, I'll need to wait to process. Fine. I inform them that I am going to make a new order since I still need a rug. I create the new order. Two days later the site is working, I go to process the return and am met with a $20 return fee UNLESS you take store credit. So, I chat with them again to get the fee waived or taken off of my just-created order made one day prior. They won't do it and there's no way to waive the fee. I had spoken with a number of reps, all via chat - no one informed me of such. So, now my new order is also cancelled. I learned that I cannot shop online with such a vendor, especially since the cause was their own site issue plus the purchase of the item that was misrepresented color-wise. Now, I have no rugs and this lesson has cost me $20.00.

After only one month, our rug has started to show significant signs of wear and tear. When we contacted customer service, they were wholly unhelpful and rude. We will not be back.

The rug was bad, but not nearly as bad as the $20 return label "fee". The look of the carpet was fine, but it was basically a sheet. I've bought washable rugs before and none of them were this thin. It arrived folded and after 10+ days the folds still didn't relax...I'd consider using them again if they weren't a two-bit business with their return fee. Absolute garbage!

I bought a large shag rug 10x10 and it was not thick or plush, but thin and you can feel the weaving (like a kids latch hook) when walking on it without shoes. Very disappointed and would not recommend.

Purchased a rug, and it was perfect in our living room. We had to clean a spot, used carpet safe, gentle, cleanser and the colors ran into the natural color. Reached out to customer service, showed them the cleaner used (which we use on all other rugs and carpets with zero issues), sent pictures, and several weeks later they offered a 25% discount because it was outside of the 30 day return window. Who cleans a rug within 30 days of purchase?! Unacceptable. Do not recommend rugs usa or this rug.

This rug is a disaster and I want to return it and get a refund. It isn’t the size advertised nor the thickness. It is beyond cheaply made. I am getting a message that is unavailable for return - it is not a rug - it is a dollar store bath mat not even worth what I paid on sale. I surely cannot showcase it in any room.

We bought two 8 x 10 sisal rugs from this company. They were delivered used—-not new products. They were stained and not of good quality and this company lied to us over and over during the whole buy/deliver relationship. We couldn’t return them. It is February 2025 and we have just walked the rugs to the trash. They lasted two years, but the last year was horrible. These rugs literally feel apart, stains couldn’t be removed, can’t be cleaned because of the material, etc. We went back to wool rugs. I’m so happy this terrible company and their disgusting rugs are out of my life. I’ve been thinking of taking them to small claims court. Don’t you get tired of wasting your money?

I ordered a 3x5 washable rug from Rugs USA to help me determine whether the colors would work in my space. Instead of ordering a large rug which is what I needed (9x12) for my dining room, I ordered a small one because it’s easier to return or use elsewhere in my home. When the 3x5 rug arrived, it was folded up and in a box. When I unfolded it, there were creases due to it being folded up. I did, however, love the color and pattern. I threw the rug in the washer and let it air dry. There were still creases. I ironed it and there were still creases. I reached out to Rugs USA and explained the situation. I had no intention of returning the small rug as I knew I could use it somewhere in my home. I asked customer service whether a 9x12 area would be shipped folded or rolled up. I was assured that the 9x12 would be shipped rolled up. It was not. It also arrived in a box folded up. I have spent weeks trying to get the creases out of this large rug. I have placed soaking wet towels on the creases repeatedly. I have put boards with weights on them for days. I have ironed them. The creases are still very visible. I am disappointed that the creases have not gone away after 3 weeks of working on it. I am even more disappointed in the customer service rep who was dishonest about the shipping method. I find it unacceptable and wanted other customers to be aware before making a purchase. I would have included a photo of the creased rug, but there is nowhere for me to attach photos.

This is a very dishonest company. I ordered a rug and a rug pad from them, totally close to $325. I paid extra for expedited shipping. My rug was delayed would've taken nearly two months to get to me. I requested my order to be cancelled, and it was - but they retained $60 from the cost of the rug and $25 from the cost of the rug pad for no reason. They also didn't refund my shipping fees. A completely dishonest company. Do not trust them with your business. I will never order from them again.

7 months ago I purchased a washable rug from this company and I had just washed the rug for the first time using the directions on their website and it came out of the wash with a backing partially separated from the rug and the rug was totally unusable. I contacted their customer service. At first they refuse to even give me a credit to get a new rug or a refund. This rug obviously was not a washable rug in the first place. After reporting to BBB and this review they finally gave me a store credit for rug. It shouldn't have taken all this to get this resolved.

Horrible smell won’t go away

Cancelled and refunded my order without any kind of communication after I waited nearly two weeks for it to ship. — Their reply here says the item was back ordered. It was not, and does not say such on my receipt. In fact, it’s still listed as available and in stock on their site today. Horrible company. Wish I read the recent reviews prior to ordering.

The rug does not look like the picture. It is much less blue. It also looks like it was printed on a copier running low on toner. It is also not 8 foot, as promised, rather it is several inches shorter. The pad, which was the premium pad, looks and feels cheap. We will be returning, and are not happy we have to pay for return shipping, but pray our refund is processed quickly

The rugs I ordered looked different than in the picture. However, one of them was delivered as it was , ready to be thrown on the floor no wrapping not even rolled. it looked like someone just removed it from their house and dropped by the curbside. Terrible. the lack of professionalism continued after having it packaged myself and returned it, 3 weeks after the return I am waiting for the refund as it hasnt been processed due to an unfortunate technical error. Please be aware of these risks as you proceed with your purchase.

Terrible company with even worse support. I spend $510 on a rug for my family room… Took over a month to get to me and it’s the complete wrong size. After 47 emails, the are telling me the “due to quality and value” they don’t guarantee sizes….. What kind of crock of crap is that… Don’t order from here!