Rugs.ca

My experience with ordering Persian carpets from Rugs.ca is that they try to avoid honouring their return policy. So do not assume that their 30-day return on all order is safe; it is not necessarily going to be simple. They may fight you. My own experience with Returns has been frustrating and discouraging.

I'm still not sure that I'm going to get a refund on my $4,900 order because they are not answering my chats, not sending me the FedEx documents I'm supposed to get, offering me $250 to keep the rug(!) instead of simply honouring the return policy.

I'm at the point of starting an email paper trail because you can't print or save the Customer Service chats for your records; that's how uneasy I am about my chances of getting a refund. And of course since they aren't answering my live chats, I have to do something to get my money back.

This is not a random bad service incident; this is the second return I've had to fight for. The last one cost me two days and a lot of sleep.

It's really too bad, and it's not necessary. If rugs.ca had simply honoured their own policy without fighting me, I'd still be looking for the right rug on their site -- which has a lovely selection and range of carpets.

I just want to thank you for your excellent service on the area rug I very recently purchased from you.

I was easily able to track the processing and delivery. The rug was delivered on the exact date promised.

The rug itself, is exactly what I hoped it would be. I was hesitant to order online simply from a picture but I'm very happy I did.

The rug is exactly as advertised and I could not be more pleased!

Thank you, again!

Stay well

Stay safe

Dauna Barron

Bought a 4x6 Spectrum Rug. Delivery was fast and according to plan. Color of the rug matches what was shown online. The trimmings is terrible. It is not square and not even straight. Very disappointed for the price I paid for this rug. Won't order again.

I ordered a rug which was on sale. Although I loved the colors and pattern, I found the quality low even at the sale price. When I checked the price on the manufacturer's site, it was quite a bit lower than the apparent sale price! The so-called original price was vastly inflated. However, when I contacted the company about it, they gave me a partial refund, which was nice. My advice: do your homework!

They imply they are Canadian (.ca web address), but require returns be sent to America and charge $167 for a single return. Then they will give you only a portion of the return back even though the site explicitly states no restocking fees will be charged. They have inferior customer service and cheap looking rugs. One is better off purchasing at Costco, Home Depot, anywhere really than this horrible business.

They are a rip off. Sent wrong rug but charged me $250.00 to return it. The picture on the website was of a white shag rug. Sent me a cream rug. But they said it was "their version of white". Do not waste your money. Deal with Wayfair who take back the product no questions asked.

The rug I ordered was delivered to the wrong address. Fortunately, the person who received it walked the 5 city blocks to my address to advise me. I then had to walk to that person's apartment building to collect it.
The rug is not to my liking so I'll return it. I spoke with a customer service agent for 10 minutes who then explained I would get a return phone call -- that never happened. I sent an email for an RMS# which was sent -- with the note that it would cost 38% of the cost of the rug to return if they send a return label. I'll deal with the return myself!

I ordered a rug with them but the colors didn't look like the website picture so it clashed. They have a return policy that you can send the rug back within 30 days for a refund. What they DON'T tell you is that you have to pay to ship it back and rugs are heavy so it's really expensive. My refund would have been $42 on a $300 rug

I bought a used oriental rug from this outfit (which is not in Canada). The description said "very good condition with areas of low pile." They left out the part about the insect damage that in many places went right down to the warp threads. There is evidence of insect infestation all over the carpet. To their credit they offered me a 10% rebate when I complained. I took the money and kept the carpet--it is really beautiful--but I paid too much and this rug has lots wrong with it. I won't be totally devastated if someone spills wine on it but it won't be worth cleaning so I hope that doesn't happen. Cleaning will cost over $400! If Rugs.ca says a carpet is in very good condition better to pass on it and look for one that says it is in Excellent condition or is brand new!

On June 20,2022 I ordered 4 rugs (3 jute, 1 outdoor) for $1445 00. By December I was in touch with CS at Rugs CA about the quality of 2 of the jute rugs. One was literally falling apart at the seams and the other was fading very quickly. They offered a paltry $48 credit I objected and after many emails back and forth with different CSR's I was promised a satisfactory credit amount. However, once I tried to apply the credit for a replacement rug, the site wouldn't process the credit. Many more emails until in February I finally I gave up hope that this company had any honour or self respect and that from the get go they had no intention of providing service although they continued to insist that customer satisfaction was their highest priority. Bald faced lies obviously. The condition of the rugs has continued to deteriorate and I do my best to ensure others steer clear of this company

I am blown away by how beautiful my 2 rugs are. I googled rugs.ca and came to this page. I got very worried but both rungs have arrived and boy, are they ever beautiful! The Persian rug was clearly shown and they even showed a small tear in it. It's been a dream of mine to own a Persian rug and I'm so very pleased. The pics are taken with a cell phone that doesn't do them justice.

This was by far the worst company I could of chose to purchase my rug. I looked at the reviews online and they were 50/50 so I took my chance. The rug I order came in time, but it was absolutely nothing like the picture! So I called the Customer Service to make a return and they were rude and the options they gave led to having to spend more money! I'm not joking when I'm saying stay clear of this place. Again do yourself a favour and spend your money somewhere else.

I received my rug and it smelled musty, so much so that I had to put it in my garage because it stunk up the whole house. I called and was told I would be sent an email with instructions how to return. I was sent an email with no instructions. I then contacted the chat line. I was given a return number and told I would receive a label within 48 hours. It has now been over a week and still nothing. My thirty days is running out and I get the impression that this is all intentional so I cannot return and get my money back. I would not recommend to anyone.

I didn't receive my rug after it being marked as successfully delivered and they would not refund me they would only give me store credit which I didnt want. The customer service live chat agent was extremely rude to me and after I declined the store credit he gave it to me anyways which I was not happy about. Stay away!

Shipment of my rug was fast and should be arriving shortly (review written 5 days after order was placed), but getting a hold of customer service has been a nightmare.

5 minutes after placing my order, I realized I ordered the wrong size. I called their (allegedly) 24/7 customer service line immediately and after waiting on hold for 15 minutes, I was automatically disconnected. I tried again and the same thing happened. I then emailed customer service and got a response saying to call their 24/7 phone line for inquiries requiring an immediate response or wait ~3 days for a reply. Well, it's been 5 days and still no reply. I even tried to reach out to their customer service through their Facebook page and nothing. Radio silence.

Luckily for me, the incorrect size won't be the worst thing - it's slightly too small for the space but we'll make do once it arrives. This was my first time buying from rugs.ca and it will be my last. The complete lack of response from rugs.ca makes one thing clear - once they have a customer's money, they can't care less about that customer. Online shopping is supposed to be reliable and convenient - rugs.ca is neither.

Buyer beware. Rugs look nice and all but if anything goes wrong or you need to return a rug, you have to shell out all the money to send it back. Terrible service throws discounts in your face. If you had a terrible experience first time, you really think a little discount will make me buy again!

I bought a rug at the beginning on this month, didn't get any updates about the shipping for 3 weeks. So I emailed them yesterday just to get the response, that they sent me my money back on the 7th of February and the order was cancelled. No explanation why, no sorries, no emails before about the status, nothing! What an unprofessional attitude...

In my first visit and order to purchase a 9 x 12 shag wool carpet I was impressed with the price. However, the entire rest of my experience was to say the least, very puzzling. I was given inaccurate information on how to receive my rug. Three different times I was given three different answers. Thankfully FedEx staff were able to solve the problem. It was a 2 hour drive to find out that the rug I ordered was not where I was told it was. Turned out it was at a FEDEX location 5 minutes from me. There is no excuse for this.

I'm done with this company

Buyers beware!

I thankfully did not have a bad experience like others did based on the bad reviews. Rug was delayed a few days but the quality is decent. It complements my new couch. It's always a gamble buying something like a rug online.

The 80 sq ft 'rug' weighs less than 20 lbs. It's about as thick as 2 towels. There is no nap to it. It's a sick greeenish-brown rather than the gold I ordered. Don't let the. Ca at the end of the web address fool you too. It's a US company that ships from South Carolina. It came folded. How do you fold a real rug? It is certainly nothing like the pictures they publish. A total waste of my time, energy and money. They ship by Fedex, which is probably the worst shipping operation in Canada. It arrived 4 business days late.
Being disabled, it's going to be a real pain to return. I can't even figure out how I'll repackage it. After my experience here and with Wayfair I'm never going to buy from a US retailer again, and I'm not going to buy from anyone that uses Fedex. I'll check next time. Live and learn, I guess.

My rug was delayed due to an original address error on my part. The customer service I received initially was terrible the lady I spoke with was kind and assured me she had it all fixed and would send me confirmation. She did not send me a confirmation at all. I contacted them again the following lady (Racquel) had everything fixed, gave a refund for my troubles and said Fedex would send me a case # Monday morning, this was Friday. I did not receive anything. The next guy I spowith very kind but also, same as initial lady "ill send confirmation" no confirmation sent. I was going to cancel and request moneys back plus my 10% refund I had already received but to my luck spoke with Racquel again and she had me on my way in no time with confirmation of my rug delivery the very next day. Gorgeous rug, not worth the hassle.

Would never buy anything from this place paid $90.00 for Shag runner and if I return it I will get less then $40.00 back What a joke. They do not stand by their products and are not interested in customer service

Be careful.

I ordered four rugs from rugs.ca. One I love, one I like, and two are the wrong colour. They make returning the two rugs I don't like so uncustomer-friendly that I am not going to bother. The entire process is punitive and I do not recommend ordering from this site.