Rugs Done Right
Reviews and Complaints

Terrible customer service! Beware that all rugs are final sale as they dont offer return shipping labels!Customer service offered zero assistance in accommodating my return request. Also the quality of the rug was terrible. Basically a screen print on a rug - not even real fabric!

Excellent and prompt customer service. I made an error on my order that I did not find until it was ready to ship Lisa helped me get everything corrected without hesitation. I can tell you that they have a customer for life in me. Kudos to taking care of business Rugs Done Right!

The rug is exactly what I wanted.There was a delivery problem with *** which apparently lost the rug after it got on the local truck. The customer service rep at *** was *** on top of it, very responsive and an excellent communicator, keeping me up to speed on the progress of the replacement.

Horrible experience with Rugs Done Right. It is currently mid April. I ordered a rug in November and it keeps getting delayed. The customer service rep doesn't respond in a timely manor and when *** does respond, I have been let down with I soon learn was false promise. There has been zero attempt to make amends for this inconvenience. I will never shop here again, nor will I ever recommend this company to another shopper."

I ordered a rug back in October '21 that was supposed to be delivered within a month but like everything else nowadays there were delays that pushed it into March 2022. *** from the *** team reached out to manufacturer on my behalf to confirm the delays and then offered to help me find something that was in stock. Within an hour we were able to locate something that worked and more importantly would be on truck within a week during the holidays. Thanks for the help ***! What a holiday gift!

I have been extremely happy and thoroughly satisfied with Rugs Done Right . Their expertise , compassion , support and professionalism is at the highest degree . Their customer service , especially Liz who has been helping me every step of the way , have been super wonderful . I am anxiously awaiting the arrival of my two beautiful rugs next week , as the confirmation, shipping , and tracking not only from Rugs Done Right , but also from the freight company , is committed and promised . A total happy and peace of mind from all involved . Many Kudos !

If your in need of a rug, these are the people. *** named rugs at excellent prices and amazing ***. I bought two 4'x6' rugs in May last year. Due to the affect the *** has had on shipping, the rugs seemed lost in limbo. I stayed in touch with the *** girls who were wonderful in keeping my spirits up and assuring me that all is well. *** was all that I needed. Well, it took 6 months, but I got my rugs, in perfect shape and thanks to the great *** girls, I didn't give up. I would recommend this company to everyone!"

This company has lost me and anyone I know as a customer forever. Was charged for a rug and then no response. I contacted "customer service" to inquire about status and was informed that the warehouse was operating with limited staff and fulfillment could be delayed. Okay, covid 19, yada, yada...more time goes by, still no response. I contact "customer service" again, was told that a mistake was made and the only item in stock was damaged and a new one would be available in 2 months. I had already been charged for the rug! I hate ineptitude, and this was not a good experience. I would warn others to avoid rugs done wrong!

I ordered a lumbar pillow over a month ago. When placing the order, nowhere did it say the item was on backorder. I contacted this company via "messaging" only to find out that it was on back order. I let them know that had I knew it was back ordered, I would have not ordered the pillow. I was informed that the "add to cart" page should have the information about shipping. Well that was a lie. There is no such information. When I asked the rep to show me where the information is, she couldn't find it or show me where it was. Then I asked when I can expect the item. I was told "late May". Today I sent another "message" asking for an update. I was told to fill out a "request form". As a consumer, this item is PAID IN FULL, they took the money out of my account. I OWN THIS ***! Shipping information should be made available to me without having to fill out forms. This company is not transparent in the least. They take your money and you may or may not ever receive the product. 100% ***.

We ordered a rug and after reading recent reviews called to cancel. Kelly said to fill out cancel form on site while on phone and she called the warehouse and then got back on phone and didn't say anything about warehouse being open or closed but proceeded to tell me they will process the cancellation and I'll receive an email about my refund. One day later received conf shipment email saying it shipped. Called right away said she will have logistics call me Monday. Monday I spoke to Kelly and she said it was already shipped even though same lady ? said she will process it. She then without telling me transferred me to Jessica who was quite a hoot to speak to. I was angry but never yelled net cussed never made remarks to her. But apparently Jessica can't handle my tone ? even though she's a manager ? a d spoke over me and was rude. I also decided our convo because sometimes actually mostly anymore folks who work together tend to stick up for each other and cover each other vs help and advocate for the good of the Custer. Who actually allows them.to have jobs but anyways...she spoke over me was offended and offensive by basically saying I was lying about my first interaction with Kelly. Then I said I'm done I want to speak another manager that's not you. She transfers me to Jamie (owner) of company. I left a voicemail. I'll give Jamie a few days to attend ? but if Jamie Carney hired Jessica and Kelly...not sure how she or.he will be any diff. I'm headed to my bank and with my records and recordings to dispute the charges. This is crazy ridiculous.

We are thoroughly impressed at the entire experience of this rug purchase from start to finish. We ordered this rug for my daughter's room during Covid-19, and naturally anticipated and even expected delays to receive my rug. We, like many others, found ourselves with a stay at home order, and subsequently staring at the walls, so we decided to freshen up her room in an effort to cheer her up! We chose a camping themed rug and built the concept of her room around the theme. We bought a pegboard, and made a collage of her camp activities of prior summers with her friends. The camping rug - I think it's called *** - arrived faster than we'd hoped for. She ran to the door when *** dropped the package off. She waved to him through the glass window, and even though he had a mask on, we think he was smiling at her enthusiasm to see this large package delivered to our front door. When we brought it inside we had assumed it would be better in the photo ( as things tend to be when buying online). To our mutual surprise...the rug was fantastic! it was better than I could have hoped for the amount I'd spent. The look on her face was priceless. The delivery was not as fast as pre-covid times, but it did arrive in good condition, packaged well, and was totally worth the wait. I suppose that is what Covid has taught us if nothing else...patience. The representative was wonderful to chat with after the delivery too. We needed a rug pad, and had to ask her a for a recommendation before we put furniture on it. We chatted at about 7-8pm, and got an answer within minutes. The best part of the entire experience for me has been giving my daughter a special place that reminds her of camping with her friends- but for my daughter who is now 12, this rug and room redo gave her a ton of likes on ***, which I'm told is a great thing ( insert eye roll here). Love the rug, love the experience. Thank you.

The absolute worst experience I've ever had. I placed an order on 5/17 and my card was charged the following day (on 5/18). My order confirmation contained no information about order status, expected shipping date, or anything of that nature. I thought, no big deal, I'm sure I'll get an email within a few days with some kind of status update. I received NOTHING (and yes, I checked my spam and junk mail folders). Still, I gave the situation some leeway because I'm well aware that we're mid-pandemic and that companies are working with reduced staff and availability and shipping of non-essential items is delayed. Karen doesn't need her rug that badly, she can wait. After almost 2 weeks, having heard ABSOLUTELY NOTHING from them, I called to get a status update on my item. I was told I'd need to request this information through their website. Now this seems a bit ridiculous, but whatever - I immediately submitted the online request form. I never heard anything back. I then decided to go ahead and cancel my order. I called the company to cancel it and was told I'd need to request a cancellation online (seriously?). I submitted the cancellation request immediately. Again (you can probably see where this is going) I never heard anything back from them. From the time I ordered the rug, aside from the confirmation email, I never received one single email or call regarding the status of my order or my cancellation. However, in that time I received 9 marketing emails, so I know they had my email address. Now imagine my surprise when, 8 days after I requested cancellation of my order, *** shows up with the rug. I called RDR right away to ask them to remedy the situation, since I had done what was required of me and they had not held up their end of the bargain. As I tried to explain what had happened on my end, the manager I was speaking to talked over me almost the entire time. I finally actually had to shout over her to ask her to stop talking so I could get a word in! She was condescending, refused to take any responsibility whatsoever, essentially told me that it was my fault because I didn't follow up enough with them regarding my order, and that I would have to pay at least $50 to have the rug shipped back to them. Here's the best part - I was also told that my cancellation request came in the very day the rug shipped out. So to be clear, my card was charged within 24 hours of the order, 2 weeks went by with absolutely no contact from the company, and then the exact day I requested cancellation of my order the rug HAPPENED to ship out. Since their cancellation policy states that orders can't be canceled after shipping, I don't think this is a coincidence. What a bunch of shysters.

I purchased a rug online from Rugs Done Right. Upon receipt I realized it does not fit in the room and requested a return the same day as the arrival which was 7/22. I received a confirmation for the return request which stated it would take 3 days to process from a customer service person named ***. On July 26, I followed up asking for an update. No response.On July 30th I again asked for an update. No response,I have tried to call, but they have nobody answering calls. Refer everything on line. I sent another email today, but I am so frustrated with their customer service, I just decided to report them.

Purchased a rug on April 29th, 2022. Was communicated the rug would take around 2 months to arrive; completely understand with supply chain issues. Had to reach out multiple times for any updates they might be able to provided. Never heard back within 48 hours as the website claims to do. Was told rug would ship on July 10th. I have not heard a single update or had any communication whatsoever since that date. I have reached out through the live chat, email, phone and live text options WITHOUT a single communication back. All I am looking for is a refund, but have no routes to communicate the request. Please help!

I ordered a rug on March 25, 2022. I was told it would be here mid-June 2022. On July 11, 2022, I sent an email inquiring about our order. I received a response and was told someone would get back to me within 48 hours. On July 20, ***, I sent another inquiry via email. On July 21, 2022 I received this response, "Wow I dont see a reply! Ill message them again now. I tried calling but cant access the warehouse via phone. Thank you. Kindly, ***"The was the last time I heard from the merchant. I have left voice mails, attempted to contact the merchant via the live chat option on their website and I have sent multiple emails. I have not received a response to any inquiry I have made since July 20, 2022.

I placed an order for a rug on 24 July. Order Number ***. $1,401.74 was charged to my *** card on 25 July. On 3 August I emailed Rugs Done Right for the status on my order since it had been over 10 days. I received an email saying they would respond within 2 business days. I never received a response. I emailed again on 8,9,10 and 12 August with no response to any of my emails. On 8 August I noticed their webpage changed and it now says they were not conducting e-commerce at this time due to covid. I called them on 10 and 11 August. The phone goes straight to voice mail. No one from the company has responded to my emails or the phone messages I have left. At this point I would like my money refunded so I can take my business somewhere else.

I purchased a rug online from Rugs Done Right for $6800 on November 24. I was told it would take 2-3 months. I began calling and emailing in February 2022 to seek a status. I got one answer that said it was clearing customs and they would let me know the tracking number. Then I heard nothingI continued calling and emailing. Very rarely I got a human who told me it had shipped and they would get back with a delivery datethen nothing. No one answers calls, emails, etc I have tried cancelling for a refund online multiple timesstill no response. I have emails to corroborate but many of my requests were phone messages.I see that they have a good Complaintsboard.com rating so Im surprised at the lack of response. Can you please help me recover this money.

I bought two rugs July1st. July 13th I requested to cancel the order. 4 business days later they shipped the rugs on July18th. I left message July 13 and my husband(July19) have called left messages and never received a call back. Rugs arrived at my home july20. My ring camera shows my husband and I finding the bigger rug (8ft round)with cut in packaging and filthy. 2nd rug is the wrong color (blue not taupe, not what I ordered. I've sent both the photos with cut in packaging and rug with wrong color and my ring video via email to them. Company still wants me to pay shipping back to them for return because they are still insisting it's still buyers remorse. I have lost trust in this company due to lack of communication via phone and wrong/filthy items sent to me. I would like a full refund and free return shipping label.

I ordered a rug from RugsDoneRight on May 31st. The rug is a Loloi Rugs Julian *** Seafoam Rug and the total cost was $978.52. The rug was delivered later than anticipated on July 19th, at which time I was not able to open the package because we were in the process of having some work done to our new house. I did open the rug as soon as I was able on September 18th and found that there was a large hole in the rug. There was no damage to either of the two outer plastic covers, so I have believe that the rug was sent damaged. The hole in the rug goes all the way through the rug and is not repairable. I contacted RugsDoneRight to replace the damaged rug that was sent to me and they have refused because I did not contact them within 2 weeks. Please note that I did not request to return the rug, I simply want to be provided with a rug that does not have a hole in it.

I placed an order on 7/11/22 that appeared to be in stock. The website said they ship within about 5 days but to wait 10 business days before contacting to check the status. After the *** stock. It said it was expected to ship in 2-3 months. Starting on 7/25 I submitted multiple order cancellation forms (which the website claims is required) and did not get a confirmation that it was cancelled. So I sent multiple emails with no response. I called countless times with no one answering. I used the live chat with no response. I also left multiple voicemails and I never received a single response. They just shipped the order out today even though it should have been cancelled weeks ago. I would like the shipment stopped and a TOTAL and COMPLETE refund of $128.52.

Purchased a rug on June 15th for $873.27. Order #***. Over the past 3 weeks I've called serveral times and left messages, reached out via their chat feature online, and even messaged them via instagram wanting someone to call me back and update me on the status of my order and have received zero communication. The rug was supposed to be shipped and delivered within 2-5 business days. I don't live very far from the office in ***, *** so I drove there today during their business hours and they have a sign up on the locked door that says "The store is temporarily closed. we apologize for the inconvenience. please visit us as rugsdoneright.com" Outside the office door in the main hallway of the building there are several rugs just lying there. Then I went on yelp and low and behold, the reviews that were left are a nightmare. Seems I'm not the only one who is getting ripped off. I need a response from the company and a refund.

On July 4, 2022, I placed an order for three rugs and a rug pad. On July 6 and 7, 2022, the rug pad and one of the rugs were shipped. The other two rugs had a status of preparing for shipping. I note that one of the shipped rugs had an estimated shipping time of 2-5 days. These rugs are: (1) Momeni River RIV1 Denim Rug, 7'6"x9'6" - Rectangular, Ship Time: 2-5 days, priced at $599.00; and (2) a Malta DA1026 Blue Rug, 9'0"x12'0", priced at $1,284.00. On July 21, 2022, I contacted Rugs Done Right to inquire about the delivery of the two rugs I had purchased. On July 24, 2022, I received a reply apologizing for the delayed response and promising to look into the issue. Despite follow-up emails and inquiries on July 25, 27, and August 1, 3, 5, 8, and 10, I have not received any further communication. As of today, the status still indicates the two rugs are preparing for shipment.

I purchased a rug in February 17, 2022. We were told it would ship in May. Due to quality control issues with the rug manufacturer, it was pushed back a month. I contacted Rugs Done Right at the end of June and was told the rug was ready to ship and would go out the week of July 4th. I have tried to contact Rugs Done Right through voicemail, email, live chat, and text over the last month and have not received a response. I simply would like an update on the order that we have paid for. Today I saw on their website that they are pausing their e-commerce business to adjust to the changing economic market. I can appreciate that they are working to make their business better and do not hold any frustration towards that fact. However, since we have paid for the rug and were told it was ready to ship, I would expect that Rugs Done Right would 1) reply to requests for information 2) still be fulfilling the order. It makes me nervous having spent +$1600 and am not receiving responses. Thank you!

Ordered a rug over two months ago and decided to cancel it three weeks later due to non-receipt. My son and I submitted a cancellation request online as instructed, provided the order was unshipped. Despite multiple attempts to contact the company via email, phone, and chat, we've had minimal response. A representative named only once, promising to follow up, but to no avail. Without the product, the company should issue an immediate refund instead of deferring to a distributor. I'm out $253 and repeated cancellation requests seem ignored. This is unacceptable, particularly when adhering to their cancellation policy.

On September 13, I made a rug purchase through Rugs Done Right. By September 27, I had cancelled the order online and received a notification email acknowledging my request, but never got a confirmation of cancellation. The company is unresponsive to inquiries and unreachable by phone. On May 16, I learned a rug was delivered to a previous owner's address. My wife and I have no recollection of this order. Nonetheless, I arranged for the rug to be shipped to my address to investigate its origin. After contacting several places, it was confirmed that this order should have been cancelled. I attempted to resolve the matter with Rugs Done Right, seeking an exchange, only to be informed that exchanges were not permitted. I am now seeking a refund, as the company fails to address customer issues or honor cancellation requests made online and via email. I am willing to return the rug, which should not have been sent to me in the first place.

I ordered and paid for a rug sample, with the order placed on July 22, 2022, at 10:36 a.m. My credit card was immediately charged $60.20, indicating the order was processed. On August 11, 2022, I tried calling the company but encountered an endless automated loop and couldn't reach a person. The phone system confirmed I reached Rugs Done Right. I also sent messages through their online chat on August 11, 13, and 15, asking about my order, but only received automated promises of a one-day response. After no updates, I tried to cancel my order through their online form, which was inaccessible via Safari and Chrome. I emailed to cancel but got no reply. I'm considering disputing the charge with my credit card company, but I believe canceling an unfulfilled order should be straightforward without needing to file a formal complaint.

Date of transaction May 12, 2022 Total cost of the rug: $1,401.65 Paid via Klarna I attempted to cancel the rug shipment because I found the same rug for $300 less online. It was too late to cancel, so I requested a return/refund. They let me know I would need to pay for the cost of return shipping as well. I returned the rug in its original packaging. They sent me an email titled: Return Instructions Kaleen *** / *** / MRS letting me know that *** would pick up the rug here were the instructions: ?My sincerest apologies for the delay. I have been assisting our inventory department in getting our return bin up to date. I have issued a *** Call Tag under tracking#1Z7484XX2672289128. *** will be making three pick-up attempts. Please be advised that the tracking will not update until the end of the day process has been run here at Kaleen.I asked what needed to be done if *** would call and they said, They do not usually call, but you can leave it on the porch with that tracking # on the package. The shipping is deducted from the refund once the rug is returned.The rug was successfully returned June 30th and received by the warehouse. When confirming the refund, the customer service agent said: The refund goes to the original form of payment. We are waiting for confirmation from the manufacturer that the correct item was received in original condition and inspected. Due to the labor shortage they are slightly behind on this. Thank you for allowing another five days. Thank youThe business has not tried to resolve the problem. I have not heard from them since July 11th. I would like to receive a refund. Order number:

I ordered a high-quality 9X12 rug on 2/14/22 with a cost of $3468. I was told the rug was backordered but was charged in full to my Chase Credit Card on the same date. On May 27, 2022, I received an email from the customer service at Rugs Done Right offering me an alternative rug or a wait for 3 additional weeks for the 9X12. I opted to wait for the correct size and responded on 5/27/22. After not receiving a response, I emailed on 7/21/22 asking for an update. A reply on 7/24/22 from customer service promised to check into the issue and update me soon. Further inquiries on 7/29/22, 7/30/22, and 8/21/22, along with multiple voicemails, went unanswered. The website now states that due to economic challenges, the e-commerce side of the business is temporarily paused, but retail store operations continue. All calls are redirected to a recording that refers back to the website. I am seeking immediate delivery of the rug or a refund.