Rugs Reviews 31

Canadians beware of rugs.ca! Asked to return and exchange 2 kitchen runner rugs and had to pay the shipping because I am Canadian. The USA citizens do not have to pay for returns. Asked to speak with management - no call. If you are Canadian, I suggest you do not use this company or website.

To be specific: 📍 Regus Millennium Tower, Amsterdam

Thank you for your reply. However, your statement does not accurately reflect the documented facts of this case.

The suspension of my account was not based on confirmed non-payment. At the time of the lockout, my account was under active reconciliationliation, with payments already made, credits being applied, and allocations pending. This is confirmed in written correspondence from your center management.

In addition, my contract termination was requested and accepted in writing, with a confirmed end date, prior to the lockout. Since then, the justification for the suspension has changed several times, which is precisely the issue under dispute.

I have provided full documentation, including payment proofs and written confirmations, Regarding the alleged outstanding balance of €13,386.42, state that this includes a renewal price increase and a deposit top-up. This is incorrect.because i never renewed anything As my termination had already been accepted, no renewal-related increase or deposit adjustment can legally apply.

Furthermore, I was locked out of my office for nearly two months as a result of this dispute. I can state with certainty that the information relied upon to introduce this balance is inaccurate.

Finally, this experience represents the poorest customer service I have encountered. Rather than resolving the issue, management actions exacerbated it, and funds were incorrectly debited from my account, requiring unnecessary effort on my part to rectify errors that were not of my making.

I stand by my review,1000% and actually this nothing with what really happens just a part of it which is based solely on documented events and written correspondence.

Rug was completely different colour, nothing as advertised. Now im out $150 for return shipping because they don't cover it.

Very cheap rugs. Thinner than any rug I ever saw. After their 50% discount I estimate that I paid double of what the rug is worth. The trouble is, I don't even like the rug, at any price. Because it's not a rug. It's a thin sheet of something ... thin carpet ...
You can't even vacuum clean this thing, because it's so light that you suck it up !

We ordered a 10' x 13' Heriz design rug, reds with blue and black highlights. When it arrives the black we picked out was cream and there were no blues at all. After contacting them. they said what we got was what we ordered which of course it wasn't. They offered a $59 refund instead of shipping us the correct rug. We will sell it in Marketplace and write this off as a big mistake. As well was bundled. up in cello, not rolled and is now sitting on the floor for the third day covered with weights trying to get the folds out with not much luck. The name Rugs.ca suggests Canada but it seems it ia an American company as all is shipped from the Carolinas or Stockton, California. Never again.

The rug I ordered arrived with quite a lot of printing flaws on it. When I contacted them, I asked for a refund, as return shipping was too costly. They politely informed me that my name and shipping address were not sufficient to look up my order, but I have no record of ever having an order or account number. So I’m stuck with a poor quality rug, I’ll put it in a little used space. My advice - if you want a cheap fun rug for a kids/ dorm room, go ahead and order. Otherwise keep shopping.

Beware of their return policy. I ordered two carpet runners at $500 and unfortunately they were not the right colour and had to pay to ship them back. So, I'm now out of pocket for $150. They did offer me a partial credit on another rug but unfortunately that didn't address the issue that I was out of pocket $'s that resulted in no products.

I read a lot of bad reviews so was a little worried to order, but my experience was flawless. Rug was shipped quickly, a UPS tracking number was available right away. Rug was packaged well, delivered as intended. The quality for the price is great! I imagine I would have been paying at least double to buy this from a display store. The rug's colours were a LITTLE different from the website pictures in tone, but not by much.Rug was a little bumpy upon arrival but smoothed out within a couple hours. I would happily order from them again.

They folded and shrink wrapped my rug for delivery causing substantial and large creasing and bubbles in the rug. A professional carpet repair company managed to flatten it but cost me $272. You never ever fold a rug for delivery. It damages the fibres and backing. I did a formal complaint via PayPal and received a $272 refund the next day.

Purchased a rug for -$750 on or about May 12/25. Arrived in 7 days, didn’t unpackage until May 21/25. Within a week sides of carpet became frayed. Called customer service - asked for photos, sent. Offered $54 credit or ship back at my expense - $254. Stay away, go to Costco - happy to share my experience. Not worth it to buy from here

Not a Canadian company.You pay for your returns and have to ship to US. Ordered a rug and wrong size delivered…they would not pay shipping to replace it.

I believe the quality of the product is high and good value with a 8x10 wool rug for $800 CDN. What I stuggle with is the poor customer service and lousy communication. Email went unanswered and when I call, the call centre is on the other side of the planet and the call taken openly admitted they had problems with english as she could not understand the order number. Several missed delivery dates (UPS fault) and rugs took 4 days to ship the order instead of the promised two. When the rugs arrived, it was grey and not beige and I even confirmed it with a RGB colour scanner. It took 75 minutes on the phone to resolve it but not without a great deal of difficulty. Woul dnot order again.

This is a scam company. The carpet patterns and quality are seriously inconsistent with the photos, and they charge 183 CAD for return shipping. A company like this should go bankrupt sooner rather than later.

Fantastic customer service. Also, loved their 20ft runner. Great, great quality 👌🏽

Very misleading pictures and descriptions. What was described as reds and oranges was clearly PINK. To return, it will cost me $293?? Insane.

I was nervous after I ordered my carpet because of the negative reviews BUT I can say it is the exact carpet I ordered and it came on the expected date. Love it and it looks great :)

I was unable to cancel my order less than 30 minutes after I made it, but I was assured by the Customer Service rep that I could return it under the 30-day return policy on all orders.

When it came time to return the rug however, I ran into a minefield of misinformation, stonewalling, confusion and frustration. It took two days and several hours of live chatting to get the documentation for the return. I was told different things by different people, and had to restart the whole lengthy process twice because I didn't receive the correct documentation. One person on the live chat tried to tell me that I was on my own with the return and had to handle the return myself using whatever courier I wanted, and I had to insist that he send me the requisite FedEx documentation that I'm supposed to get for returns to Rugs.ca. Another customer service representative on the Live Chat tried to claim that I had said I would be keeping the carpet and could not return it (this, after I had tried to cancel the order in the first place!)

One young woman on the telephone told me that the 30-day return policy doesn't apply to Canada, when the policy is clearly shown on the top banner of the Canadian domain for the website. When I challenged her she wouldn't back down.

I fared little better on the live chats because everyone I chatted with assured me I would receive the correct FedEx documentation by email, but either nothing every arrived or the documents were incorrect, listing the value of the carpet at far less than I paid for it. I asked to have confirmation of the value of the carpet I was returning in writing because I was becoming concerned about the way this return was being mishandled, but I was met with a flat refusal.

After two days and at least 6 hours on live chats, I finally received the correct documentation, but it was a huge hassle.

On balance, although Rugs.Ca has an absolutely wonderful selection of beautiful, quality carpets, the way they handle returns is abysmal, and I would caution anyone from buying from this website. I certainly would never buy from them again.

I was not able to cancel order I had made just 2 hours previous. Even though the rug had not been shipped.
They refused because a shipping label had been made.
They refused to remove the label.

Customer service also knows company is a scam.

Be careful!!! Don’t make the same mistake I did!

I wasn’t sure if I should buy from them with the reviews here. I must say that I’m very happy I did! They were the only place with a rug exactly like what I had in mind and the price was good too, it was on sale.
My rug arrived quickly and it’s BEAUTIFUL!!! Well made, material isn’t cheap, gorgeous rich colors and shipping was fast. Thank you and I will purchase again.
Transaction ID 29P31564W8283631R