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Rating: Awful
Price Rating: Good
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: OK
Customer Service Rating: Awful
Comments: Horrible customer service. I purchased 2 rugs on Aug 10,2006 and I still have not received my order. The site says 1-3weeks for delievery, so I called customer service to check the status. I was on hold for 20 minutes then when someone finally got on the line, she asked for my order number then she told me to hold on and hung up on me. When I called back, I was on hold for 30 mins when i finally hung up.I do not recommend purchasing from RugsUSA.
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Rating: Awful
Price Rating: Awful
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: Everything was excellent. However, I need to return the rug, since the color did not go as well with my decor as I thought it would. My hope is that my returning experience will continue to be as good as purchasing it!
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Rating: Awful
Price Rating: Not Rated
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: Run as fast as you can! After calling to ask questions about a rug, I was shipped something completely different than what was described by the customer service agent. While Rugs USA agreed to take the rugs back, they still insisted that I pay for return shipping. Two full weeks after UPS confirmed delivery of the returns I am still calling every single day to try to get my money back. RUN!
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: I placed an order on 06-16-2006 and have not heard anything as of 08-02-06. Made inquiry only to find that items have not shipped although they were charged to mt credit card upon ordering. I am cancelling order. Fire this merchant!!!!
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Rating: Awful
Price Rating: Excellent
Shipping Options Rating: Good
Delivery Rating: Awful
Ease Of Purchase Rating: Good
Customer Service Rating: Awful
Comments: My rug was backed ordered, but I didnt find this out until 2 weeks laters after I called to inquire. I had to call 6 different times to try to get my money refunded. The people on the phone were nice, but they did not seem to know what was going on each time I called. From shipping to accounting, I had trouble with each department. I will not buy from them again.
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Awful
Comments: Its been over 3 weeks and still no rug. Ive called 3 times to get order status and keep being told they cant get in touch with the manufacturer. Im promised that they will get back to me, and have yet to do so. Customer service reps not helpful at all. Very unsatisfied.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Excellent
Delivery Rating: Awful
Ease Of Purchase Rating: Good
Customer Service Rating: Awful
Comments: I placed an order 11 days ago and Ive yet to receive it or hear any update on the status. I emailed the customer service department and have gotten no response whatsoever.
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Rating: Awful
Price Rating: OK
Shipping Options Rating: OK
Delivery Rating: Awful
Ease Of Purchase Rating: OK
Customer Service Rating: Awful
Comments: The rug I ordered was on backorder and I was never notified. I called 6 weeks later to find out that the rug will ship in another week. Very poor customer service!
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Rating: Awful
Price Rating: OK
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: this is one of the worse places I have ever shopped. Only recieved part of the order then when e-mailed them of this got not answer . Everyone do not buy from this company. I am refusing to pay because of service and poor everything.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: This was my fourth purchase from RugsUSA. There have been serious problems with every order. The reason I kept ordering was because of good prices and their free shipping to Canada. The main issue I have with the company is their lack of communication with customers. They dont respond to e-mails at all, so dont even bother. Unless you pick up the phone and inquire they dont alert you to delays, they dont alert you to shipping or tracking numbers even though as a Yahoo store they are supposed to. Four of their e-mail addresses arent even active, all messages returned as undeliverable. If you want any answers you need to pick up the phone, and even then customer service reps rarely know what is going on. The response to most answers is I have to check with the warehouse...let me talk to my supervisor...there is nothing we can do. Sorry for the inconvenience Orders take forever to ship. Average time to ship out on my orders has been at least two weeks. Every single order has been shipped without the required commercial invoice for Canadian Customs, further delaying every order in transit. UPS holds the package until the warehouse sends the necessary documents. Again, this hasnt happened once, it has happened five times including on a replacement order for damaged merchandise, promised by Farjana to ship a.s.a.p actually took 10 days to leave the warehouse. Even though I told Farjana we were moving and would not be there to intercept the package no accomodation was made. She said she would check with her supervisor and do everything she could do. Everything turned out to be nothing, well nothing except apologies....apology after apology. They apologize a lot but never do anything to actually fix the problem or make recompense. This specific order is delayed four to six weeks. I had to speak to Amara Newcombe to find that out. Amara was lovely, promised to speak to her supervisor...never heard from her again. I phoned back to speak to her a two days after our conversation as she and I had discuseed. She wasnt there. I was promised a message would be left and that she would return my call. She did not. This company is a mess. They lure you with low prices and free shipping, but you have to make a call on whether all the hassle is worth it. So far it hasnt been for me. I am frankly exhausted from my dealings with them.
Rating: Awful
Price Rating: OK
Shipping Options Rating: Good
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: OK
Comments: I am very dissatisfied with the service I have received. I ordered a run on June 20, was billed June 21, and it is now July 24, and I havent received anything from Rugsusa. The online status report tells me nothing except to call for more details. When I called the support number, I was placed on hold for an inordinate amount of time. Then the person apologized for how long the run was taking (it hadnt even left the warehouse), and she said she changed the shipping status to rush for me. She said the rug would be delivered by the end of the week, which was 7/21. That didnt happen. I checked the online status again, only to have it tell me to call for more details. When I did that, I was informed that the rug is now on back order. My dissatisfaction is that I am the one having to track this information down. Rugs USA has my email address. They have sent multiple advertisements asking me to buy other things. I would appreciate either an email updating me when the status of my order changes, or more detailed updates on the online status page. Also, Im unhappy that Rugs USA has already changed my credit card, and they dont even have the run in stock to ship to me.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Good
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Awful
Comments: Both orders I have placed with this company were delayed without notice or explanation. I have also never received a reply from an email inquiry. Once I finally contacted them by phone I was told the order would be delayed, but was not given an explanation why or a new expected delivery date. I am still waiting for an order I placed in June.
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Rating: Awful
Price Rating: Excellent
Shipping Options Rating: Excellent
Delivery Rating: Awful
Ease Of Purchase Rating: Awful
Customer Service Rating: Awful
Comments: I am disappointed in that close to 4 weeks have gone by and I have not yet recieved the product that was ordered (a rug). The email confirmation of purchase provides the option of clicking here to check on the status of the order, but the hyperlink just brings me to a receipt and doesnt provide me any order status information. I have called Rugs USA and although polite, they have not been able to give me any information regarding the status of my order other than to confirm that one was placed. I have spent almost $1800 and would expect much better service for purchase from such a business.
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Rating: Awful
Price Rating: OK
Shipping Options Rating: Bad
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Awful
Comments: Very rude customer service and extremely slow shipping.
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: OK
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Awful
Comments: They dont have the rug in stock and they keep slipping delivery dates. I have no idea when the rug is coming. They are playing games with customers called get enough orders, then have the rug manufactured. I wont use them again.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Good
Delivery Rating: Good
Ease Of Purchase Rating: Good
Customer Service Rating: OK
Comments: The order is still incomplete. I only got one rug.. though I paid for two
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Good
Delivery Rating: Excellent
Ease Of Purchase Rating: Excellent
Customer Service Rating: Not Rated
Comments: quality of the merchandise wasnt nearly what i expected. poor quality product.
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Rating: Awful
Price Rating: OK
Shipping Options Rating: Good
Delivery Rating: OK
Ease Of Purchase Rating: Good
Customer Service Rating: Good
Comments: I ordered a small indoor/outdoor carpet. It came promptly, but it was the wrong rug. I immediately sent an email to Rugs USA, but no one responded to it. Two days later I called and stated that I had received the wrong rug and had sent an email stating this and asking what to do next. They had no knowledge of my email. They said that they would send me the correct rug and pick up the wrong rug. A few days later, another rug arrived. When I opened up the new rug, it again, was the same wrong rug. I called Rugs USA to report this. They did not know why the wrong rug was sent again and were going to check into it. They said they would send a third rug. The next day, I recieved a postage FedEx label to send one of the rugs back. I dont know if another label is being sent for the second rug or if I have to call them to prompt that. The first label may have been sent before they knew about the second wrong rug. I will say that Rugs USA has always been cooperative on the phone, but there seems to be some gaps in their system. I dont know why I never got a response to my original email and had to call in person to get some action. I also noticed that the second wrong rug had two labels on it--one had a label for the actual sent rug, which had flowers on it, but there was also a second label at the other end with the name of the rug I had actually ordered (a geometric design). I assume this is causing the mix-up. As things stand now, I have two wrong rugs--one is packed and ready to go and I have to find some way to pack the second one as I had cut the wrapping to unpack it. One has a return shipping label. I am waiting for a second shipping label. I am also waiting for the correct rug, which I assume is on its way.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Good
Customer Service Rating: Awful
Comments: This website has a fairly comprehensive and reasonably priced listing of rugs for an online retailer. However, if you are a fan of good customer service, information about your order, or being able to reach the people you just gave your money to, you would be better off shopping somewhere else. They have no online tracking ability, no order updates online, and about 1 person working in their call center to take phone calls. Count on long hold times. They are not kidding when they say it could take three weeks to receive your order, and you cannot expedite shipping. If you want cheap and slow with poor customer service, this is your company. If you want good prices *and* good customer service, you should go somewhere else.
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Rating: Awful
Price Rating: OK
Shipping Options Rating: Bad
Delivery Rating: Awful
Ease Of Purchase Rating: OK
Customer Service Rating: Bad
Comments: I still have not received my order. In fact I placed my order two weeks ago and my order status is currently will ship in 1-2 weeks. Free shipping is nice, but I would have rather paid for it if I knew it was going to take a month for them to actually ship it.
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Rating: Awful
Price Rating: OK
Shipping Options Rating: OK
Delivery Rating: Awful
Ease Of Purchase Rating: OK
Customer Service Rating: Not Rated
Comments: Its been over two weeks since I placed my order. Other than the initial we received your order and it will be processed within 24 hours e-mail, Ive heard NOTHING....NADA....ZIP....ZILCH. When I click on the link to check the status, it shows nothing new. So, Ive spent $109 and have nothing to show for it yet. No explanations for why I havent received it or when it will be shipped. Im giving them one more week and then Ill be contacting my credit card company to have them cancel/retract the payment. SLOW service and TERRIBLE/NON-EXISTENT communication is what you can expect if you shop with this company. I DO NOT recommend them.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: OK
Delivery Rating: Bad
Ease Of Purchase Rating: Good
Customer Service Rating: Awful
Comments: I ordered 2 rugs and floor tile through this company. The Floor tile arrived promptly and was exactly what I had ordered. I am still, 2 weeks later--and nearly 4 weeks after placing the order, awaiting the arrival of the rugs. I have called the merchant twice to inquire about the shipping status of this order and twice were told they were checking into problem and would e-mail me with updated information. I have yet to receive any follow-up calls or e-mails regarding the status of my rugs.
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: Bad
Delivery Rating: Bad
Ease Of Purchase Rating: Bad
Customer Service Rating: Bad
Comments: I was very dissapointed to find out that my rug was not available. But they took the money out of my account first and shipped the rug pad to me. I think that is something is not available it should say that when you select it and they should credit your account asap.
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Rating: Awful
Price Rating: Excellent
Shipping Options Rating: Not Rated
Delivery Rating: Awful
Ease Of Purchase Rating: Good
Customer Service Rating: Awful
Comments: I ordered rug samples over five weeks ago and have not recieved them yet. I tried contacting the company via email twice in the last three weeks or so and have recieved no response.
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Rating: Awful
Price Rating: Good
Shipping Options Rating: Awful
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Bad
Comments: They have charged my credit card but two weeks later I have yet to get a tracking number. When I called customer service I was informed that my rug was in stock, but they wouldnt be shipping it for 2 more weeks. I ordered this for my classroom and now it wont be in for the 1st day of school, I allowed three weeks for processing and shipping and now they are saying around 4weeks plus. There really wasnt an explination of why it was taking so long to get it out and ship it. They are just really slow, and I read that earlier when someone else reviewed the company. Guess I should have listened.
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Rating: Awful
Price Rating: Excellent
Shipping Options Rating: Awful
Delivery Rating: Bad
Ease Of Purchase Rating: OK
Customer Service Rating: Bad
Comments: I ordered rugs 10 days ago and I still dont have any idea of when to expect to receive them...no confirmation or acknowledgement of anticipated ship date. This Company apparently doesnt feel its important to keep their customers informed of the status of their order...AND there is no apparent way to check that on their website either. I had started to order this product from a different supplier and before I was to the point of completing the order with credit card information they alerted me to the anticipated shipping date (July 3rd)...Rugs USA doesnt do that and at this point I almost wish I had paid just a little more and ordered them from the other merchant...I might even have my merchandise by now. I guess you get what you pay for, dont you? Sign me somewhat disappointed
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Rating: Awful
Price Rating: OK
Shipping Options Rating: OK
Delivery Rating: Awful
Ease Of Purchase Rating: Excellent
Customer Service Rating: Bad
Comments: They said theyd ship in two weeks. Its been two weeks and their site still shows that my order has not shipped. I emailed them to ask about it -- no answer. My rating probably wouldnt have been so low if they answered my email. They have my money, its already come out of my account, they should have shipped.
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: OK
Delivery Rating: Awful
Ease Of Purchase Rating: OK
Customer Service Rating: OK
Comments: Very slow delivery.
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Rating: Awful
Price Rating: Bad
Shipping Options Rating: Bad
Delivery Rating: Awful
Ease Of Purchase Rating: Bad
Customer Service Rating: Awful
Comments: My order was placed two weeks ago and I still dont have the item I ordered or any idea when it will be delivered. I have heard nothing about delivery and have not received a tracking number as promised. I have called customer service three times and representattives have verbalized different excuses to get you off the phone. I am going t try and speak to the manager of customer service the next time I call. The only part of our agreement that Rugs USA did complete as promised is charge my Visa card the day of the purchase.
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