Ruggable
Reviews and Complaints

Over the years I purchased around 8 ruggable rugs. I like to change out my foyer, dining and kitchen rugs throughout the year. I just had to buy one base system and then the top rug. I've washed multiple times, and they come out perfect. I had one issue with shipping and they shipped me a new rug right away. My kitchen ruggable runner was even featured in an ad in a home magazine.

I ordered a Jonathan Adler 2x3" rug. The rug which is only a piece of fabric

came but there was no padding that would complete the rug-system. When I emailed I was told the padding does not come with the rug and that I would have to order it separately. I paid $99 for a piece of fabric that cannot be used anywhere for anything. Customer Service phone is not operating any longer and email and chat produce no results. Very disappointed.

Received my rug and realized the color is not what I wanted, therefore I wish to exchange it for another rug, same size, but different color. I tried to login to their Exchange portal, completed the questions ( Order Number and my Zip code) error message popped up. Called Customer Care Number and finally got a person to talk to. He said there is an issue with their website! How convenient! they are able to take orders, but cannot exchange them as they say they do. I am waiting to see if they get back to me as the customer service person said. I am getting the feeling this is a scam and they are not reputable. I'll keep you posted!

I purchased an area rug from ruggable, and received the wrong order. After placing the item back in the box I emailed customer service, they made me take the bulky package out of the box again to submit photos of the incorrect item I received. They then told me a new order was placed and they "put a rush on it". Once I received the second rug, I opened the package, to be yet again disappointed because it was the wrong product again. I emailed customer service yet again, it has now been more then 24 hours and I still have not received an email or a phone call back. I would not recommend this company, their service is extremely poor.

I purchased two ruggables in 2019 ($900) believing the hype on their website. While it's a great concept, the reality is that after washing the edges curl, and the rug will not stick to the pricey mat. The rugs are not pet friendly bc the rug curls exposing the sticky mat which attracts dog hair. It's impossible to get the dog hair out of the sticky mat, I vacuum frequently each week and even got on my hands and knees with a sticky lint brush in an attempt to get the hair off the mat so the rug would stick. I even purchased a new mat. It hasn't helped. I give up... I am trashing mine and purchasing an inexpensive rug and mat from Lowe's.

My round 6tf rug from a ruggable is less than 30 days old. All I did was have a recliners front leg rest on a part of the rug. The recliner was stationary. The threads are already worn to see through where the legs were sitting. I have contacted Ruggable for a full refund, but was informed that this was not possible and they can offer me a 15% discount for a future purchase. After this incident I have researched this company and this is consistent in the lack of quality of their product and in the lack of quality of their customer service, which is none. I will never buy another rug from this company and I will not recommend anybody else buying it.

I bought a Ruggable runner a year and 5 months ago in hopes to avoiding having to buy a rug every year and paid a pretty penny to do so only for the rug pad to completely fall apart. Every time I take it off I have black particles EVERYWHERE. I have to vacuum my floors and my washing machine multiple times prior to washing the rug due to this particles. I was told by the company that they will give my 15% off to order another rug pad that will likely do the same because I'm past the year warranty. There is a reason they do not allow you to leave reviews after 50 days. If I was going to buy a new rug in a year anyway I would have spent $50 rather than $150.

I order on line all the time and this is a tough company to reach if you need live help! You have to search for a phone number on line and I finally did and they answer w a recording and do not give you a change to even leave a message before it cuts you off! The email responses are snail slow ! The product looks nothing like the site and if you want your money back you pay $25! It takes forever for the product to ship in first place! . Never written a review before but this is second time. I gave them a chance already! HORRIFIC customer service and product photographs are deceiving ! They look so cheap when you get them in person! DO not waste your money!

I saw these doormats advertised on Facebook and thought they were cute. I clicked on the one I liked and ordered 2 of them. When I received them, I only received the doormat covers. I called customer service and let them now I only received the doormat covers and not the doormats. They said I only ordered the covers. I had taken a screenshot of the product I ordered and it said a 2 piece system. I emailed it to the customer service lady and she apologized and said it must have been an IT issue. They would not honor the price that was advertised. I'll be sending the covers back since I don't have the doormats to put them it. This is false advertisement and I felt like they were trying to get more money out of me for the doormats.

My daughter has a Ruggable rug. I ordered a cushioned rug pad for her on April 23. Received a message within a few days that the product had been shipped. It did not arrive, however. A couple of weeks went by. The shipper said they never got the package although a label had been created. When I contacted Ruggable customer service, they blamed "poor communication with the shipper" and reordered the pad, promising it would be "expedited." That was May 10. Once again, I got a message that the order had shipped (or was being prepared for shipment not clear). Weeks went by. Emailed customer service again and this time the service rep told me "We are currently experiencing low volumes of Rug Pads and our team is doing their best to fulfill yours and everyone's orders as soon as possible." So now it's June and still no rug pad. I'm placing this review so people who are thinking of ordering from Ruggable will be aware of the shipping delays and that items they want to order may actually be out of stock.

This is a copy of an email I just sent to them. I will be NOTIFYING the complaintsboard.com and my United States House of Representative about the difficulty and crooked and not straight-forward ways on your website of NOT being able to straightforwardly opt out off all the choices I legally should have available to me. I do not want to go to multiple websites to "technically" do this. I should not have to WADE THROUGH MULTIPLE PAGES AND REDIRECTS. DO NOT SEND ME ANY EMAIL DO NOT TRACK ME DO NOT SELL MY INFORMATION DO NOT GIVE OUT MY INFORMATION FOR ANY REASON DO NOT USE MY INFORMATION FOR YOUR ANALYTICS AS I WILL NOT EVER USE YOUR. WEBSITE AGAIN It is also laughable that you offer customer call back scheduling and there are no viable appointment times. What a bad joke. You have lost a potentially good customer and I will let everyone I can know about your practices. By the way, I already had opted out of notifications on my Apple settings so that was old news and somehow, you bypassed

Seriously ? Ruggables has no customer service to speak of. They do not even have a pretense of actually having a customer service number. You do not respond to e-mails and you do not stand by their product. Ruggables is selling towels that curl up on the edges with no pretense of actually being rugs. Your customer service rating at the Complaintsboard.com is 1.17 out of 5. I suspect that payday loaners have a better rating than Ruggables. I suspect that used car salesmen have a better Complaintsboard.com rating than Ruggables. Frankly, I cannot think of another company that would have a lower Complaintsboard.com rating. Do not, I repeat, DO NOT buy anything from this company, ever, no, Don't do it ! If you want to waste your money, then just send it to me, I will at least respond to your phone calls. (Said in jest, I am not looking for your money). May I repeat that you should not ever buy anything from this company. I only give them a 1 star rating since zero stars is not available. Please follow my guidance and do not buy anything from this company. Ever. Ever.

I purchased two rugs during the Black Friday sale. Never during the checkout process was I made aware of the fact that cushioned rug pads were available or that they were out of stock. I have been communicating with customer service (Abby) and I have only been told that the cushioned pads were out of stock during the sale AFTER I made my purchase and started using the rugs. I've been offered a measly 25% discount on the purchase of new rug pads for which I would need to spend another $100 on instead of the $30 it would have cost me to purchase them at the time of original order. I was also offered to exchange the pads and then told that I could not because they'd been used, I keep receiving mixed messages and have asked to speak with a supervisor 3 times and my request completely ignored. Average time between responses is 8-10 business days, what kind of customer service is this? I also reached out to Ruggable on Facebook and was told that I could not talk to them as I already had a customer service request open, what the heck!?

Awful, Thieves, needs reporting! This is a copy of an email I just sent to them. I will be NOTIFYING the complaintsboard.com and my United States House of Representative about the difficulty and crooked and not straight-forward ways on your website of NOT being able to straightforwardly opt out off all the choices I legally should have available to me. I do not want to go to multiple websites to "technically" do this. I should not have to WADE THROUGH MULTIPLE PAGES AND REDIRECTS. DO NOT SEND ME ANY EMAIL DO NOT TRACK ME DO NOT SELL MY INFORMATION DO NOT GIVE OUT MY INFORMATION FOR ANY REASON DO NOT USE MY INFORMATION FOR YOUR ANALYTICS AS I WILL NOT EVER USE YOUR. WEBSITE AGAIN It is also laughable that you offer customer call back scheduling and there are no viable appointment times. What a bad joke. You have lost a potentially good customer and I will let everyone I can know about your practices. By the way, I already had opted out of notifications on my Apple settings so that was old news and somehow, you bypassed

Biggest $500 mistake I ever made! I purchased the 9 x 12 Kamran Hazel Rug within a couple of months the darker brown dye pattern on top of the lighter beige area, was smearing in to the lighter areas making the two areas in front of the couch almost black the pattern itself has almost disappeared in these areas because apparently the dye wasn't set somehow obviously! It got really bad this past Christmas 2021 when my family was here for the holidays for two days we don't wear shoes in my home! I live alone normally and not home constantly . I've tried spot cleaning and washing which is no easy task to wash with a rug that size! It looks exactly the same! So apparently because it's been over a year I'm stuck with this $500 piece of ***! I wish I could post a picture, after seeing it I don't think anybody would buy one of these! Not to mention the Velcro pad underneath isn't even big enough to keep the corners down it's a lot smaller than the rug itself! I'm thoroughly upset and disgusted. I am now recently retired I can't afford to replace this piece of *** I'm stuck with it.. sincerely one angry customer

I got a ruggable rug for Christmas, thinking it would be great for my living room. i have a dog and they advertise as washable and dog friendly. Wrong after two months, I threw the rug in the wash as it was showing dirt from the dog. It did not come out clean at all. So I washed it again, still not clean. So I wrote the company: Paisley (Ruggable) "Thank you for replying with the requested information. Kindly note, the Rug Cover is stain-resistant and contains an internal water-resistant barrier. Although Ruggable rugs can be great in entryways/mud rooms, they are not designed to withstand large amounts of water, dirt/mud, salt and snow. For major stains or accidents, we recommend washing your Rug Cover immediately in cold water using mild and non-bleach detergent. You can then dry the Rug Cover in the dryer on low heat. Avoid high heat. The Rug Cover can also be hung and air-dried if necessary. I hope this was helpful - please let us know if there's anything else we can assist you with. Have a great weekend! All the best," This is not helpful. I had the rug two months and it looks like a mess. It is in the living room, a room they advertise and show their rugs in and was simple dirt from a dog lay on the rug. This rug is so disappointing for the amount of money my parents paid for a nice Christmas present.

I ordered from Ruggable almost 2 months ago. I'm stationed overseas and they wouldn't ship to a PO Box so I sent to a family member stateside to mail to me - which means extra waiting time but fine I was excited to use Ruggable. I waited well over the 4 weeks it states online (3-4) weeks to make your rug. When tracking the order online it stated it was awaiting pick up from a carrier with an estimated shipping date that had already passed. I emailed - no straight answer from customer service. Finally I called and was told my rug was "not up to standards" and they were placing a new order for my rug to be re made. I again waited a month before reaching back out. No reply to MULTIPLE emails and their phone lines were down because of covid. What a joke because answering phones should be the one thing you can do from home. Again when tracking my order online it stated my rug was awaiting for pickup with an est. shipping date of Jan 3. It's now Jan 13 and finally someone emailed me back stating my rug would take 2-3 more weeks but they couldn't be sure with the retime. I finally cancelled my order and am waiting to hear back. I honestly feel like I've been scammed from a somewhat reputable company. DO NOT order from Ruggable. You won't be able to get in touch with anyone and they give you false order updates on where your product actually is. Beyond disappointed with my experience.

I ordered 4 rugs from this company because I have dogs and I liked the ability to wash these rugs. However, once you do, they lose shape, they fail to lay flat - edges flaring up causing a very dangerous situation with tripping. We have ended up falling a lot because the edges are all curled up after washing. We followed the instructions very closely for cleaning. I wasted a very large amount of money on these things based off the reviews on Ruggable's website and we feel SO duped at this point. These are LOW quality matts - not rugs by any means. And they should never be washed or even vacuumed. We put our Shark vacuum on the lowest suction setting with no roller brush and the edge of the rugs got super yanked into the vacuum without any way to clean it. You have to get on your hands and knees on the floor and try and clean them with a sponge which still doesn't work. They do not stay connected to the rubber counterpart they come with either. It is constantly pulling up. At this point all the "rugs" we ordered and have used from this company look horrible, like some cheap matt that is misshapen and curling up. I tried over and over to contact them or at least post a review but there is no way to post my review. They said I have an account but I can't log into it and I cannot reset my password *** at least access the website to post a review or interact with customer service. I emailed several times and just get automated placating messages. I would like my money back for all 4 rugs. We are pulling all of them up tomorrow as they are a hazard. They are also not a rug, they are a matt of poor quality.

I read some reviews about the customer service being terrible but I have to say that I did NOT have the same experience. I ordered 3 rugs which were all beautiful and exactly as I expected them to be, except one of my rugs was a little jagged so it didn't lay in a straight line. I contacted customer service via email and received correspondence in a fast, appropriate amount of time. They do not have a number that you can call which I understand may be frustrating for some people, but I was grateful for not having to wait on hold and being transferred all around! After sending a picture of my rug to the company email I was told that a new rug would be sent to me right away and that I could donate my old one! As for the rugs themselves, I thought they were beautiful and vibrant in color. They looked exactly like the pictures online. The instructions also made installation incredibly easy! The rugs are also soft and comfortable to walk on. They are thin, of course, but that should come at no surprise considering the rug pad is a separate piece and the rug itself is machine washable. I suggest anyone reading the reviews to understand that some people are not being understanding that this is a trying time for everyone (Uhh COVID?) so customer service responses may be delayed because less people are working! Their email and call-back system are great alternative to traditional customer service- try them out! Also, if you are expecting some super thick traditional rug that can magically fit in your washing machine then maybe you should look elsewhere because this rug is durable, but thin. (Because it HAS TO BE!) These rugs are innovative and offer a new and improved way to keep your home even more clean... I suggest stepping outside of your comfort zone and giving them a try!

As soon as I received my first two rugs, I knew that the concept had promise but the rugs still needed a lot of work. Back to the drawing board, as it were. So, I carefully rolled the rugs back up and started the return process early Sunday morning (1/2/22). The system wouldn't allow me to do anything about the 3rd rug I'd ordered, so I sent an email to customer service stating that I needed to ensure that rug was cancelled. No response. At this point, I went back to my orders to ensure it hadn't started processing. It hadn't, so I figured there was plenty of time for customer service to get my cancellation. Sunday night, I suddenly get an email stating "your order is being processed". I quickly sent a reply stating that I'd cancelled that order and not to process it. Why is this important? Because the two prior times I'd emailed them asking about shipping times, I received a reply within a couple of hours. I woke this morning (1/3/22) and sitting in my inbox "your rug has shipped". I immediately replied that that they had a lot of nerve shipping a product that I'd cancelled and then I, again, emailed customer service. Why did I cancel my order? Because, again, the rugs needs rethinking. The top "rug" doesn't stay aligned on the bottom pad. This had me concerned, so I decided to test whether I could vacuum them. And as soon as I tried to vacuum them, the rug would catch and stop the vacuum. So, no vacuuming them. That, alone, is highly impractical. Then I discovered the reviews (that are not easy to find) and saw that others had issues after washing with shrinkage, wrinkles, and more. That's why I returned the product. I do hope that others will read the reviews carefully before purchasing. To the company - rethink and redo your product and when someone emails you, don't do selective responding, ignoring those you don't want to deal with.

ORDER # 7093912

FIRST, I WAS OVER CHARGED $14.88! AS YOU CAN SEE BELOW!

ALSO, YOU HAVE THE WRONG SHIPPING ADDRESS!

PLEASE TAKE CARE OF THESE ISSUES OR CANCEL MY ORDER!

PATRICIA MITCHEM

2-5x102

Juniper Neutral Multicolor Rug

Washable Rug Cover / 2.5'x10'

EOY23R (-$55.60)

2

x

$278.00

$222.40

Discount code or gift card

Submit

EOY23R

Discounts cannot be combined with additional offers at this time.

Cost summary

Subtotal

$222.40

Shipping

Free

Taxes

$15.56

Total

USD

$237.96

TOTAL SAVINGS

$55.60

So, I gotta say, I'm a bit frustrated with my experience with Ruggable. I ordered a rug from them, and unfortunately it didn't quite meet my expectations. So, I decided to return it and get a refund. That was about two weeks ago, and I still haven't seen the full refund in my bank account.

Now, I gotta admit, when I first saw the refund amount on my bank statement, I was pretty confused. It was only $27.15, when I know I'm owed closer to $200. So, I'm kind of at a loss here.

I've been trying to find a phone number I can call to speak to someone about this issue, but unfortunately I haven't had much luck. It's really frustrating to feel like I'm not able to get in touch with anyone to help me out.

Overall, I'm just really disappointed with my experience with Ruggable. I was hoping to find a high-quality rug that would really add to my home decor, but unfortunately it just wasn't the right fit. And now, the whole refund process has just left a bad taste in my mouth. I'm really hoping to get this sorted out soon, so I can move on from this whole ordeal.

I got introduced to Ruggable through their website, and I have to say that it's a great place to shop for rugs. Although I was satisfied with my purchase, there's one minor detail that Ruggable could make clearer on their website for Canadian shoppers. It turns out that the free return policy, which is a great perk for US shoppers, doesn't apply to Canadian purchases. This came as a surprise to me when I wanted to return my rug. Unfortunately, it cost me $40 Canadian just to ship it back to Ruggable.

It's a bummer that Canadian buyers don't get to enjoy the same privileges as our US counterparts, but I suppose it all has to do with international shipping logistics. That said, I urge Canadian buyers to be aware of the potential cost of returns if you are not happy with your purchase. It could end up being a pricey endeavor.

Nevertheless, I think Ruggable is quite an impressive online store that offers a variety of rugs to suit every taste and style. The shipping process was smooth and relatively quick considering that it was an international order. The quality of the rug was solid and matched the description provided on the website.

Overall, I am happy with my purchase from Ruggable and would recommend the site to anyone looking for a stylish and durable rug. Just be mindful of the shipping and return policies, especially if you're a Canadian shopper.

So, on the real, I gotta say, I was super hyped when I first heard about Ruggable. The idea of having a rug that you could easily throw in the wash is legit genius. But after trying it out for myself, I gotta say, I wouldn't really recommend it.

I got two kitchen runners to put on my tile floors, but they just won't stay in place. Like, it's honestly a bit of a hazard at this point. Every time I call customer service, which, let's be honest, nobody wants to have to do, they ask for order numbers, photos, the size of my tug, like what? And even when I do give them all that info, it's like they don't even remember anything from the last conversation.

I gotta say, for the price I paid for these things, I'm super let down. The concept is rad, but the execution just ain't there yet.

I've been rocking my Ruggable for a good ol' 1 and a half. Let me tell you, I'm absolutely in love with it. The colors pop like nobody's business, it's easy to clean up spots, and it vacuums like a dream. But now, I'm in a bit of a bind. My rug needs one of them deep cleanings, but it's just too darn big for my washer. I ain't got time to be dragging it down to one of them laundry matts that might have a big enough washer. So, I tried to call up customer service for Ruggable, but it's been quieter than a mouse. Ain't nobody on the other end of the line. It's a real bummer because I don't want to have to get a new area rug, but it looks like that might be my only option.

I ordered a 2x10 runner from Ruggable. They sent me a much smaller rug that was a completely different pattern. I have emailed them a dozen times to let them know assuming they would send me the correct rug I ordered. It’s been radio silence! They are impossible to reach by phone and unresponsive to emails. Worst customer service and I am out $200. DO NOT ORDER FROM THEM

Ruggable is ignoring my emails to intiate a return for a refund. The rug I purchased is very poor quality and a tripping hazard. Hi, I purchased a Ruggable rug and pad system from the company's website, which was delivered in late December. I tried to make the rug work according to their videos, but it refuses to lay flat, and I have to fix it every day by moving all of my furniture off of it to adjust as it is such a thin, poor quality. It also makes an awful crunching noise every time you walk over it. The folds in the rug are a terrible tripping hazard for both adults and my two small children. I tried to intiate a return to Ruggable, stating clearly that I wanted a refund in an email on Jan. 11th. (The only way you can return is via email). In return, the customer service representative completely ignored my request and told me just to watch the videos. I then tried to see if I could log onto their website to intiate a return with my order by myself, to no avail. I requested a password, and the website responded with a page showing a broken link. I have emailed them AGAIN asking for a refund and received an email that it will take them 3-5 days to respond due to high volume.

Have not process my returns or requested refunds. Company has disabled their phones and only email. I have sent same requests three times I over ordered items from this company. When I tried to call they indicate no one is available to speak with. I tried email and no one responded. My order XXXXXXX. I returned my items to the address in *** via USPS on *** I have receipt for my cost of *** My written requests and receipts for items were enclosed. I requested refund for classic rug pad *** x *** for *** ( there were two enclosed) which totals *** I requested an exchanged of the Ironwork *** x *** Natural rug and pad system for *** These two amounts total *** They also said in later email they would pay my shipping costs which brings my total refund to *** However a *** continually asks me for the same details over and over which appears to me to be a stalling strategy in hopes I give up. I did request an exchange of my balance due for an Ironwork *** x 7 rug only. No pad needed as I have this size pad and I only need the rug in the Ironwork pattern. I don't know how much this size rug is as their website gives quote for the rug and pad. I already have pad so only need rug.

Never received my e-gift card I purchased from the Ruggable website on 15 December. I selected the amount and chose "Send as Gift," then "Print." I got a confirmation for my order but no direction for printing the e-card. I expected an email copy but none arrived. 24 hours later, I received a "thank you! your rug is on the way!" email (I didn't buy a rug). Customer service lines were down, so I emailed support. After multiple emails, I kept receiving the same message that my card was sent to my email. To date, the only emails from Ruggable are promotions, a mistaken rug shipping confirmation, and unhelpful support responses. No e-card is present. I have proof of purchase, a credit card charge, and all support correspondence. I've included these emails to demonstrate I can receive Ruggable emails, yet there's no e-gift card.

6/11, I purchased a circular rug from Ruggable with the required rug-pad (this pad is required for the rug as is clearly stated on the website). After a few weeks the edges of the rug started curling up which aside for the unpleasing look is a tripping hazard. I contacted Ruggable who immediately replaced the rug. Unfortunately soon after receiving the replacement the same thing re-occurred. This seems to be a known issue with their rugs and is indicated by a quick google search and the vast complaints on Complaintsboard.com's website. I contacted Ruggable again who quickly admitted this as an issue and faulty and offered a refund which I accepted. They issued the refund, but only issued the refund for the actual rug (excluding the tax as well) and not the required and included rug-pad. I contacted them about this and they refused to issue a refund for the now useless rug-pad, stating that it wasn't faulty only the top (rug-cover) is and completely ignored that fact about the tax. Ruggable has freely admitted that there is an issue with their rugs, they have taken steps to correct the issue with their rectangular rugs (by adding silicone corners), but have done nothing for the circular rugs. The entire item is faulty and it was bought as one unit.

To whom it may concern; I accidently marked the wrong carpet that was damaged it is the Verena Dark Wood carpet; I sent this email originally March 3rd and as of yet have not received a response! I purchased a few rugs and pads from your company in October , I received the products sometime in mid November. I am writing with a complaint about my runner, I have used these carpets for approximately 3 to 4 months and they are curling up and not laying flat as described in your ads. My biggest problem is that the runner corner got ripped by the vacuum...I did notice that the corners on most of these rugs have threads that are not properly secured I have surmised that because of this the vacuum tore apart the edge. To be honest if I would have read the Complaintsboard.com complaints I would have not purchased these carpets. I would like to have the Verona runner replaced and some advice from your company on how to prevent this from happening to the other carpets. Invoice ID I received a response stating they would give me a 25% refund. I have issues as well with the other rugs but I only asked them to replace the one that was ruined by the vacuum. I'm upset as I sent photo's of the problems and I don't feel as I am being unreasonable in my request.

No customer care - no response - unable to leave a msg. on their customer "care" line because it hangs up after the prompt. Order No. #XXXXXXX - They sent me the wrong color rug, and still charging & demanding a *** I even provided pics from their site for proof. I get only computer generated answers from *** and *** - "customer care" ? - yet my request #'s for each separate complaint is the same #XXXXXX and the same computer generated answer- with no response to any of my questions or requests. It says to go to "our exchange portal" but there's no way to dispute the *** fee or contact them directly. I tried to call the phone number but the answering machine says to go to the site or leave a msg. - but the call disconects immediately after the prompt so you can't. leave a msg.! I still have the 2 rugs I ordered, and was going to exchange one and return the WRONG one for a FULL refund that was clearly THEIR mistake, but I've been unable to talk with anyone. I have no reason to trust them. In addition there's a time limit for exchanges and returns, yet I can't get anyone to help or reply? It seems like a scam, or at the very least, a very poorly run business. I see that my complaint is a common one on the Complaintsboard.com site. AM from Columbia, SC.

Unable to return items at business expense I ordered 3 rugs of the same patten in 2 separate orders and shipped them to Canada. The rugs are from different manufacturing/dye lots and do not match so need to be returned. Ruggable advertises free shipping and returns. I was informed via emails from customer care that they do not offer free returns (or any assistance in returning) from Canada (only the US) and that I would be responsible for the full cost of shipping, insurance and custom duties. Shipping 3 large boxes to the US from Canada is ridiculously expensive and almost costs what the rugs are worth. So I brought all 3 rugs to the US (which cost $ but less than shipping from Canada) to get the free return shipping. When I requested a return label, customer care informed me that that since the rugs were delivered to Canada, they could not return them from the US and that I would still have to pay to return them from the US *andI would have to pay a $25 return fee for each rug. There is no way to reach anyone by phone to discuss the matter, only email. Ridiculous return policy and false advertising. I should not have to pay for manufacturing defects that are the company's fault. Warning to anyone ordering from Canada: don't waste your time and money! You won't be able to return the rug(s) without being subject to exorbitant fees.

On august 18 I ordered a *** rug from this company solely due to its claim of being washable. Almost immediately upon setting up, the carpet started to show very obvious signs of wear and darkening. The carpet started looking splotchy and faded. I called the company and was directed to their cleaning instructions. I washed the carpet instantly and accordingly to remove marks and absolutely nothing happened. It still looked awful. I called the company again after Labor Day (well within 30days) weekend to discuss and was told that the rug would not be accepted for a return, and that even if I did want to try I would need to pay to ship it and it would need to look brand new. I explained again that I followed all guidelines for treatment of rug but it did not look brand new. A month later *** I came back and left a negative review on the company because no matter what I tried, nothing was able to remove any stains or marks or dark spots. I vacuum multiple times a week, I do not wear shoes inside, I do not eat in the room with the rug, I do not have pets. There is no reason the rug should look so awful after only several months and that a machine washable rug should not look better after being washed and properly taken care of. This is a very expensive rug and I am very upset and frustrated that my living room always looks dingy and dirty.

We have purchased four Ruggables in the past eight months. Two of them have not performed as advertised. After the first washing (washed with pattern out on cold with mild detergent,) they came out looking filthy when they did not go in to the wash that way. I can see where the black color faded on to the white background of one - see black pattern replicated on white background - and the other rug was discolored as well. I sent in nine pictures to Ruggable. Ruggable offered to replace the rug cover; however, I requested a return and full refund instead as I do not see that a new cover will perform any differently. They stated they would provide a *** refund. That is unacceptable for a product that did not perform as stated. The cost of these two rugs were approximately *** I am not returning all of the rugs I purchased from them. . .only the two that did not perform. One order number for reference is XXXXXXX. Here is the last email I received from Ruggable on *** I was able to look at the previous interaction and see that you did not want to receive replacement Rug Covers for this issue, instead you wanted to receive a refund. Although I know how upsetting this may be for you, we cannot offer you a full refund of the two rugs since they are not in new and clean condition. If you'd like, we can offer you a *** refund for this issue since you have declined our replacement option.

I have not received credit back to my *** for rugs that were either returned or never delivered. I placed an order for two rugs totaling $33. The first rug was delivered on 1/13 but did not fit the space and I needed a smaller rug. When I went online to attempt an exchange, the web page told me the order no. *** could not be located. I requested assistance with the exchange via email as there is no telephone contact listed on the site, but only received automated responses, which did not help me as the online website could not locate the order. I then decided to return the first rug to the Ruggable address in *** from where it was shipped. Although the return was confirmed as I shipped *** and requested evidence of delivery, I have not received credit for the returned rug. The second rug was slated to be delivered on 1/21, but I did not receive it. I checked with ***, and they advised no deliveries were made to my address on that date. I have a nest cam on my front door and yard, and no one from *** was at my house on that date. Although I have repeatedly sought assistance from Ruggable via email on the return credit to my ***, I have not seen any funds returned to the account. They continue to send me the same useless information on returning and exchanging their rugs, but nothing as to whether they have received my return or any proof from them to demonstrate that the second rug was delivered. I want the funds returned to my ***. Thank you.

I want to exchange rug. Did it once before. Being told I'm limited to one time exchange. Doesn't state this on website. Deducting shipping on return. I purchased the 3x5 Linear Aztec Black Rug (Order # ***) on or around 6/9 for $115.54. I did not like the look of it so I exchanged it and shipped it out on 6/26. I ordered another rug (Order #***) Buffalo Plaid Black & White Rug System 3x5. I requested an exchange on 7/23 and received a link a return/exchange portal. When I went to exchange it I was not given the option to exchange it but only the option to return it. With a return, the company charges you a $25 handling fee. I tried to contact the company via email and Facebook messenger. I was told that I could not speak to someone directly. *** C. stated, 'Unfortunately our customer care line is currently unavailable due to the current stay at home policies in place in California. For Customer calls we require a secured phone line that allows us to record calls for security purposes. However I would be more than happy to answer any questions you may have via email. However, exchanges are limited to only one time. I do apologize.' No where on the website does it state that exchanges are limited to one time. Additionally, when I stated I wanted to return I was not told (by customer service rep (*** V) that initially and when I clicked on the FAQs in the return portal link it does not state it there. I am very disappointed by the communication, or lack thereof and the misinformation this company has on its website.

I ordered an 8' Round rug with cushioned pad on 10/04 (Order #*** ) for $364.65, which price reflected a 15% referral discount. Because Ruggable's products can be viewed only online, I relied on their assurance of free exchanges when choosing the product. The rug was delivered on 10-24, and was much darker than I anticipated, though I was otherwise pleased with the product.. Within 48 hours of delivery I initiated an exchange for the same rug in a lighter color. There followed a series of frustrating emails (including but not limited to 'The return period has expired' and two emails containing broken links to a printable shipping label.) Finally, a representative suggested that this exchange be accomplished manually by cancelling the 'exchange' in process and initiating a 'return', (waiving the return processing fees) and repurchasing the rug in the desired color. I agreed that this was an acceptable resolution only after receiving explicit assurances that the net cost for the replacement would be exactly what I had paid originally. I was offered the choice of returning both the rug and pad, or the rug only, keeping the pad for use with the replacement rug. Thinking that I was being conscientious, I chose to return the rug only. I received a refund of 87.28. The price of the replacement rug only is $200+$11.00tx = 211.00. Ruggables will no longer acknowledge the requests for explanation. I would like an additional refund or account credit of 123.72 so that I may complete this promised 'exchange'. (And an apology for an awful, protracted experience.)

No response from customer service emails & discontinued phone #. Ruggable sent wrong item, no way to return and receive refund. Order# XXXXXXX I ordered several Ruggable items on 9/26. 2 of the items I need to return. The *** Rug 2.5x7 rug & pad system *** came in the wrong color, *** (I would just exchange for the correct color however upon receiving the rug was too wide for the area we had planned to use it so will need to return regardless). Also the *** Rug 3x5, rug & pad system *** I also need to return. These rugs were purchased for use in the same room, however since the runner is too wide and Ruggable does not sell a rug size I can utilize both will need to be returned. Ruggable does not provide any return info to print shipping labels or provide return address location. They also do not send return shipping labels in their boxes or return instructions. I tried to call the number I found for Ruggable online, it leaves a message their call center has closed. I utilized chat on their website, I was directed to reach out to them by email. I emailed Ruggable on 10/7 & received an automated return email response same day that a Customer Care Team member would reach out to me "as soon as possible". I have yet to hear from anyone and after reading online others have experienced the same issues. I paid with my Visa Card. I would only like to be charged the return fee of *** for 1 of the rug systems since Ruggable sent me the wrong rug system on my 2.5x7 runner. I would like refunded to my credit card. I need return shipping labels from Ruggable.

I purchased a rug from Ruggable. I took it out of the box and let it sit for a bit to settle. I had just purchased a large rug from them with no issues so I didn't think much of throwing out the box. I put the mat into the spots of the rug and the corners were folded, but I allowed a few days to settle. The corners would not go down and the rug itself was stretched and looked worn. I notified Ruggable and at first they told me although it's defective, I still will have $25 taken off my refund. They then said fine. I emailed them to ask if they can send a box as I was expecting the same quality as the first rug. They respond 24+ hours later and tell me after the fact it must be in a specific box to fix the mat & rug rolled up. I had to fold the mat as that's the only box I had as they said they won't send one. I informed them as both items are defective, why does it matter? Why would the customer purchase a box for the rug as they're expecting a specific box. I informed them I believe it's unethical to knowingly send defective items without notifying the customer and then once the customer notices it, they try to still enforce $25 deduction AND force the customer to purchase a box to roll. This is a defective cover and mat. It's clear as day in the photos and videos. As I said, I had purchased a large rug from them and no problems. It seems unethical and misrepresentation of goods what they're doing sending defective items and attempting to punitively hold customers responsible. Amazon notifies customers of "open box" and the description with a discount, it appears Ruggable isn't doing this AND attempting to rip off the customer as well. It's unnecessary and terrible customer service.