Rozella Wrj
map-marker Kenosha, Wisconsin

To purchase rug karma 349b 9x9 z 12x2

I have TRIED to purchase rug karma349b for the past 3 weeks and still havent received the rug nor a response for my purchase \ there seems to be no other outlet that has it. Its very frustrating since I love the identical one that weve had for 21 years. If they no longer carry it, Id at least like to know.
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Connie G Qbm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Unable to contact company about rug ordered and paid for in January 2021!

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Do not buy from this company!I ordered the rug in December. I was told that it would be March before it come in I checked back and was told it would be a few more weeks I check back and it was still on order but would be delivered within the next several weeks. Very long story short Now the no one will return my call nor can you reach them by chat online email or email. I truly believe I will not be receiving this rug and Im very disappointed with their service. I am out $688 and at this point I dont even want The Rug I just want the refund!!!
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Loss:
$689

Preferred solution: Full refund

User's recommendation: Do not buy from this company!!!

Anonymous
map-marker Madison, Wisconsin

I have been waiting for 5 months for 2 Rugs

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I had ordered several rugs from this company and they came timely. I have been waiting for two other rugs now since March and May. I was promised them by a sales rperesentative on the phone and email in June, then July, then in a couple of weeks. They have no come. Now I cannot log in to order status and no one will speak to me. The website says they are temproarily closed. I want a phone call after having left up to 10 messages. I want a refund on my $500.00 (or my rugs please.
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User's recommendation: I am sorry if the company is in trouble. But gee, make it right for the customer. At leaet respond to inquiries.

Brittany H Dly

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Never received my rug

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Its been 8 weeks and no rug. No response to my numerous calls or emails. Ive asked for a refund, and nothing. I reported this company to the BBB and will never order from Rugs Done WRONG ever again. What a waste of time.
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Loss:
$186
Cons:
  • No service

Preferred solution: Full refund

User's recommendation: Do not purchase from Rugs Done Right

Anonymous
map-marker Story, Wyoming

Rugs didn't arrive

My rugs didn't arrive after a month. They told me with COVID and some workers working at home, it would take another month to arrive. That time has now passed. I want a refund or my rugs. I'll take this further if you don't act upon it. How can one run a business like this? Pam Willis
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1 comment
Guest

The same is happening with me! I bought a rug October and still haven’t gotten it!

Anonymous
map-marker Phoenix, Arizona

AVOID THIS COMPANY AT ALL COSTS!

Their website claims that most orders will arrive within a week. I waited 2 months and called multiple times, but my rug never arrived, When you do contact customer service, they refer you to a different number and they warn you that it may take 1-3 days to get an answer. So frustrating! Such a waste of time! What a run around!B
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User's recommendation: Unreliable Company

1 comment
Brittany H Dly

I understand! Total rip off.

Ray B Kuv

Hole in rug

We have bought numerous rugs and have been happy. The last rug was delivered and when we unwrapped it we discovered *** about the size of 2 quarters. We called and tried to get some satisfaction with either a discount or trade and they wouldn’t do anything. Obviously we will never do business with them again. Ray Borzini
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Loss:
$300
Cons:
  • No service
Reason of review:
Poor customer service

Preferred solution: Price reduction

bobby g Hhi

Terrible experience if not fraud

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bought rug. paid upfront. never received. 3 weeks passed, cancelled order. 10 days later- no credit for payment. i loaned this outfit involuntarily. do not buy from them; you will be sorry. bg
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Leslie W Cbw

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Verified Reviewer
| map-marker Sudbury, Massachusetts

Do not deal with this company

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Updated by user Aug 20, 2017

When you sell through a company like Houzz which does not respond to your request for cancellation or any support whatsoever for between three and five days, you are denying the customer the ability yo cancel or change an order.

Original review Aug 19, 2017
Rugs Done Right is selling through Houzz, and since Houzz will not respond to a buyer for up to five days, if you want to cancel or change an order, you can not do so before Rugs Done Right has had the order shipped. Although they claim they have free shipping, they are almost one hundred dollars more expensive than the same rug on a number of other sites. I was not able to cancel, and wound up with the rug which I am now supposed to pay return shipping for in order to get it back to them. This is a 31 pound 5 X 8 rug and it will add to the extra expense already incurred by paying more than I had to. I tried to cancel the same day because I found the rug for so much less, and was not able to. Rugs Done Right is well aware of the inability of a customer to change or cancel and order, and does nothing to rectify the situation. They obviously are satisfied with the status quo. Do NOT buy from them. Other sites are cheaper and have better customer service. They are complicit in making sure a customer can not change his or her mind.
View full review
Loss:
$449
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

4 comments
online

The order you placed was not through RugsDoneRight.com. We received your rug order from Houzz, and processed and shipped it right away.

We shipped you exactly what you ordered, and in a timely manner. Had you liked the rug you would have been thrilled with our prompt service, so in essence what you are not happy with is Houzz and their lack of response to you as their customer. Houzz is a separate company who provides a marketplace for buyers and sellers to interact through the Houzz system. Houzz policies are very strict about seller/ buyer contact in that they only allow it through their "messaging system".

Sadly, this can result in a delay of a notice getting to us. the only time you mentioned the desire to cancel was after you received the rug. If you had wanted to cancel prior to that you could have called our company. Unlike Houzz, our employees answer the phone immediately and are capable of taking action to resolve a concern.

In this case we were never made aware of your intention until after you received your order. Additionally, you placed the order on Houzz. The policy on Houzz is different for returns. Rugs Done Right has a promotion on our website currently for Free Return Shipping on select items.

On Houzz, this policy is not applicable, and in fact appears nowhere. I truly wish you had made a call to us.

We could have prevented you from receiving a rug you didn't want, but instead we filled the order promptly. In today's age, most consumers find this to be admirable, and a requirement of doing business.

Guest
reply icon Replying to comment of online

I have to disagree. First of all, nowhere on Houzz's site did they supply information making it possible to deal directly with the seller.

Second, although they may not have received the cancellation notice right away, that request was made immediately on my end. I certainly did not request a cancellation after I received it, but rather right after I placed the order, when I discovered the rug was available elsewhere for almost $100.00 less. The fact that they do not pick up my request or respond to it in a timely fashion should not be my problem. The fact that you were not made aware of my cancellation until ( you believe) I received the order should teach you one thing - do not sell through Houzz, at least not if you want satisfied customers.

If you are selling on Houzz and your policy differs from theirs, you should not be selling on that site. I am not going to spend over $100 to return a rug I wanted to cancel in the first place. I have already paid almost that amount in excess of what I could have purchased it for. I will now have to sell it on Ebay in order to recoup my losses.

Sellers on Amazon and on Ebay are wholly responsible for what they sell, despite selling through another venue. Your responsibility should not differ. You might want to pay attention to the fact that Houzz states that once an order is received and there is a problem, at that time ( and only at that time) do they require that you deal directly with the seller ( and they then provide that information), and to only contact them if there is a problem with the seller.

Well, I have a problem with you, the seller, and obviously with Houzz. Neither of you will ever see my business again.

online
reply icon Replying to comment of Guest-1363424

I agree if Houzz did not reply to you it should not be your problem. But why blame us?

You ordered a rug, and we delivered it. It truly seems your aggravation is with Houzz and not with us. There is a Cancel button on Houzz for customers who place orders with them. Did this button not work for you?

That does sound like a technical issue, and they should absolutely be made aware of this. I have contacted them on your behalf to express my deep satisfaction with the way they handled your request, and am awaiting their reply.

Leslie W Cbw
reply icon Replying to comment of online

Nope. You can only cancel within thirty minutes, and whoops, I may have missed it by a few.

Ludicrous. I blame you and not Houzz, because you are aware of their policy to not respond for up to five days, and therefore know that a cancellation or change in an order is not even possible. If you know this, and continue to sell through them, you are at the very least in collusion.

You are the seller. Houzz is no more culpable than sites like Amazon and Ebay.

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online

Are These Verified Reviews or Fake News?

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Are these reviews from verified actual customers?? Verified Reviews from actual customers with order numbers are much more reliable. Any other reviews are suspect and make us question what the intentions are. Any person with a gripe, or even a competitor can make up a review to negatively impact a store. There are Verified Review companies who only allow a purchasing customer to leave comments. This is a trustworthy source. Others who do not verify are propagating fake news. eKomi only allows reviews post-purchase. there are others such as Trust Pilot and review Shopping that ensure the reader is getting an accurate customer experience review. verify the source!
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Pros:
  • Honesty
Cons:
  • Fake reviews from others who are not verified customers
  • Uninformed or fake reviews
Reason of review:
Good customer service
Anonymous

So far no refund

My complaint with Rugs Done Right is not with the quality or price of the rug I purchased but with the return process. I followed all the instructions for returning the rug and according to my UPS tracking number, the rug arrived there on May 9th. When no credit appeared on my statement by the end of the month, I called customer service. The representative checked the UPS tracking number and explained that the rug was returned to Dash and Albert and they had not informed Rugs Done Right that the rug had been received. She assured me that she would now post a credit to my account. Today is the 13th of June and I have received no credit. I called Rugs Done Right this morning and after 13 minutes of being on hold and hearing the same recorded spiel over and over again, I hung up. I will try again later. Ultimately, I don't think that Rugs Done Right is going to stiff me for the price of the rug, but the whole return process is so frustrating that I doubt that I will ever order from this company again.
View full review
Loss:
$137
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Guest

Scam company! Buyer beware.

They have a beautiful web site, so you think they are legit. Ordered over $1000 rug.

Never rec'd, called with no answer, sent email....no response ever. I filed a dispute with my credit card company.

Anonymous
map-marker Alexandria, Virginia

Rug never came, had to file dispute w/AMEX

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Ordered rug in early November 2015. Told it would be there by Thanksgiving.

Charged card right away. Called to inquire when it would ship, gave me bogus shipping number. Thanksgiving: no rug. Called them, said UPS lost it, label torn, etc.

Asked them to credit card and charge again (which they did) so I didn't have to pay for it in Dec. January, they said rug was damaged during shipping, but credit never came until AMEX got involved. Called to cancel another rug, told it had already shipped. Called another day, it hadn't shipped.

Canceled order. Got cancelation confirmation.

Asked AMEX again to ensure the credit is issued to my card. Still waiting for the dispute to be settled, but AMEX usually takes care of it.

View full review
Loss:
$943
Reason of review:
Poor customer service

Preferred solution: Full refund

3 comments
Guest

Watch out-They will put you into collections if don't pay-that is what happened to me when I started my dispute!

online

Any comment posted by an anonymous source is typically not worth replying to, however based on the location listed, and the fact that this was a rare situation of a damaged carrier shipping label, we know exactly who the customer was. Sandy Gretzkowski ordered a Capel 9x12 rug.

We had one left in our warehouse at the time. When we shipped the rug from our warehouse UPS was not tracking properly. After opening up a trouble ticket with the carrier, we were finally told that the rug had a torn label, and was punctured upon being returned to the terminal. At no time was the customer given incorrect tracking.

We spoke at length with this customer on the phone, by email, and even live chat after hours to keep her up to date on the UPS investigation. On one of these calls, Sandy decided to order a Kane carpet. This rug had plenty of stock, so it shipped from the manufacturer Kane Carpet. Two days later, she called and was not happy that we didn’t have tracking.

Kane carpet said it shipped and would have tracking later that day. Had she waited even 4 more hours, she would have seen the package was well on its way. The customer filed a credit card dispute after the rug had shipped!

This is an unfortunate situation, however we do feel that the constant communication with the customer and rapid action to credit her first order (despite her claims) were an acceptable response given the uniqueness of the situation. Had she really felt the service was unacceptable it seems odd that she would place a second order with our company.

Summary is that the customer was refunded already for both of her orders.

Guest
reply icon Replying to comment of online

You guys are not ashamed of defrauding the customers.

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Anonymous
map-marker Essex, Maryland

Rugs done wrong

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this has to be the worst company to ever deal with they never tell the true ship the wrong product and come up with a bunch of excuses not to honor their own return policy Oct 16th ordered the rugs and they took the money end of oct got rugs but not what I ordered mid of nov they took back the wrong rugs and sent what we thought would be close to what I wanted (the original product was now not available) the replacements came at the end of nov mid dec we asked to send them back because they were junk is now saying they wouldn't take them back do not do business with them
View full review
Loss:
$5000
Cons:
  • Product
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous
map-marker Berlin, Berlin

3 months later, no rug, no refund, and no response...

I placed the order (and paid in full) on 7/1 (having chosen the company because it seemed to be available for immediate free delivery). On 7/13, I was notified that the rug was actually on back-order. On 7/20, Jessica wrote saying the rug was, "scheduled to arrive here in the US in just another 2 weeks." 8/17 (after I reached out to them again), they said it might arrive at their dock in another week. I asked them to cancel the order. I asked them again to cancel the order on 8/25, and then again on 9/1 They answered on 9/1 saying the refund would be processed and might take up to 7 days. 23 days later, no refund, no rug, and no response... I would not recommend buying from them.
View full review
Loss:
$1653
Reason of review:
Poor customer service

Preferred solution: Full refund

3 comments
online

As you can see this person is in Berlin Germany. This alone is highly suspect and can not be verified as an actual customer.

We strive for superior customer service and have many wonderful reviews from wonderful customers who have loved the personal assistance given to each and every customer of Rugs Done Right. If you check an independent verified purchase review site, such as Houzz.com, you can see that verified customers are thrilled with the service they have received in purchasing rugs at superior prices.

Guest

That's exactly what happened to me, pissed consumer.

online
reply icon Replying to comment of Guest-1079882

If you can contact us we would be happy to help. We have been advised that people who post as "anonymous" are either competitors who are trying to ruin a good reputation, or people who are not truly interested in a solution.

View more comments (2)
Anonymous
map-marker Lewes, Delaware

Total scammers/Stay away!!!

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I called first to order a rug because the description said SKY blue. They guaranteed that's what I would get and if not I could send it back. After waiting 8 weeks for the rug to come, after the initial ship time which was 2 weeks, the rug came in teal. Trying to get to customer service was a nightmare. Then they talked me into an exchange. I had to purchase rug samples that also game in teal not blue. When promised samples would be reimbursed, I did not get my refund. Stay away from this company. They are scammers!!
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Reason of review:
Order processing issue
1 comment
online

As we all know color is very difficult to see on different monitors, which is why we highly recommend that people order samples to see prior to ordering the larger rug. we ever have a free return shipping promotion for sample rugs when a larger rug is ordered for this very reason.

If this person had posted a name or contact number, we would be happy to go over the specific details of their rug order with them.

Each and every call or email gets responded to. Our average response time is under 15 minutes!

Haliegh Fmn
map-marker Lewes, Delaware

Color was not as advertised.

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I called to confirm and was told it was the correct color shown. I was guaranteed it was returnable if it wasn't. I received the item and it was green not blue. They refused to take it back. Then they talked me into paying for samples for which they would refund me upon return. I returned them and then no refund. STAY away from this company. Do not buy anything from them. They are not people of their word. There web site does not show accurate colors. You cannot get them by phone after the purchase. Very angry and disappointed!!!
View full review
Loss:
$1226
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
online

This is the second post from the same customer. Had he/she contacted us we would have been happy to go over his/her order details. It is very difficult to read the minds of people who claim to be a consumer of our company, but don't identify themselves.

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