Fine Rug CollectionReviews of finerugcollection.com

They did not answer my phone calls or emails when I tried to get in touch with them.

I came across Fine Rug Collection in a search . On 8/5/22 I picked out 13 rugs totaling over 15,000 $ . I needed to speak to someone before following through with such a large purchase . So I started calling the number listed on the website leaving repeated voicemails , no call back . Then I started emailing repeatedly , no response . Then I messaged on Facebook and I got a response from a salesman . I was told to wait till the end of the week and on Thursday at 9am he would call with a discount code . He never called . I left repeated texts and voicemails to his cell , no response . Then I messaged him on Facebook and he responded that he called on my cell twice . I looked through my record of calls and there were no calls from him . I tried to go through my rug choices with him . He said he did not have time and to email all the SKU #s and he will get back to me . So I took the time to type out every SKU # and emailed him to the email address he provided less then an hour after we spoke on Thursday 8/11/22 . The salesman then stated that even though every rug description that I picked said NEW , NEVER USED in fact all the rugs were used and in order to know how used he had to inspect each rug from my list of the SKU #s . So on Tuesday 8/16/22 , 6 days later , he sends me a text saying he got no email from me . I have record the email went through . At this point I realized how completely untrustworthy this company is . I wanted to spend over 15,000 $ on 13 rugs and this guy refuses to assist me in any way . I found another company that spoke to me on the phone right away about each rug choice and the rugs were shipped the next day . I would RUN away from this shady company Fine Rug Collection . I hope to save someone else from wasting their time and energy .

After reading all the reviews and being impressed with the quality of the website and videos, I purchased two large persian rugs from Fine Rug Collection in May 2022. They immediately charged my credit card, and sent a UPS Tracking Number. However, UPS notes that the "tracking number has been created, but the seller has not contacted us yet". I have called and emailed numerous times to ask about the status and there has been no response. So I have initiated an investigation by my credit card company and the charges have been reversed. Seems like a total scam to me.

I received the wrong rug. I still have not had a response from them after calling twice and emailing twice. I am very disappointed!

Wrong rug was sent. Failed to deliver correct rug and pick up wrong rug. Failed to answer emails about the problem. The rug sent was not of a fine quality. No where near the KPSI for a fine rug. I am wondering if they have the rugs posted on the site.

You advertised a 6'x4'x1 rug---which suited the reason for purchase. The actual measurements of the rug received from Fine was `3'2"x 5'3" x 1/2" I feel I have been cheated by your company by way of false advertising.. I am taking measures to return the rug. Hoping to get a shipping label from you for same. I have tried to call you but just get an answering machine. Ed Bobrick 847-673-2480

Read the rave reviews before I made my purchase but unfortunately my experience was a time consuming customer service nightmare. Feb 17: I called and spoke with Jerome (Manager). Purchased a rug and pad/mat. Total cost: $888. March 5: I received rug but not the correct pad. March 12: Called Jerome. Told him incorrect pad sent. Rug not what I wanted. We spoke about picking another rug. Jerome said he would send links of other rugs and send me the correct pad. April 21 (39 days later): Called Jerome. No pad delivered. No links sent. Jerome said he would call me back no later than April 23 and he would email the promised links. Never received call/email. April 30: Called (left message), emailed and texted asking him to call me. Received a text "...tied up with our fulfillment team...I will get back to you ASAP." Never received promised call. I texted back, "We have decided to ask for a refund and you can tell me how you want me to send the rug and pad back." May 3: Texted Jerome, "Will I be hearing from you soon?" Jerome replied, "...will process the return and with it you will receive a link on how to pack the rug for return in the email...We will ship you a quick box...with packing material...labels." May 15: Texted Jerome again, "Hi, as of today, I have not received the stuff I need to send the rug back. When did you send it? Doesn't look like a return was processed either despite saying you would..." Never received a reply. May 17: Texted again, "Jerome, I need to know where things stand. Please reply." Jerome replied, "I'm sorry didn't receive your message Saturday until you just txt me. i will look into both right away. i will have access when i return this evening." May 18: Never heard from him. May 19: I filed a complaint with the BBB and the the Massachusetts Gov'ts Consumer Complaint Office. Now I will wait to see if they can convince Jerome that it's in his best interest to change his customer service tactics and do the right thing. *Company advertises free shipping and free return but if they won't facilitate a return than I cannot get my money back.* Horrible customer service. All talk no action. *** Update: Unfortunately, Jerome's reply is a bit deceiving. He texted me to ask me to..."Consider a revision a wee bit more positive or deletion to your experience on trust pilot." I later received his response to my BBB complaint and I decided it was best not to revise or delete it. 1) Jerome wrote, "We provided additional discount beyond our normal new customer pricing and provided FREE Shipping to Hawaii" *No, I received the 25% off that was offered at the time for ALL new customers. Website states, "All orders ship FREE to all U.S.A. states" Hawaii, last time I checked, is the 50th state.* 2) Jerome wrote, "...our customer decided She wanted to exchange our non-slip rug pad (discounted) for a more expensive thicker offering. In an effort not disrupt the timely delivery of the customer's order, we placed an additional order for the more expensive version without charge." *Actually, the order was placed on 2/17 and I texted him later that day asking to change the pad. The order was sent on 2/24. I contacted Jerome on the 24th once I received email showing the wrong pad was sent. He wrote, "I checked back with the team and it appears they didn't catch the appended matt request. I am having them priority mail that to you with hopes the matt get's there before the rug." *Never received it...* 3) Jerome wrote, "The customer decided the color and design in the rug was a little too muted...She politely requested us take our time to supply her with alternatives" *Yes, the rug did not work and Jerome offered to send me links of alternative rugs. Two months later I NEVER received any links despite his promise to do so.* 4) Jerome wrote, "When we did reconnect to offer additional options for exchange, it has simply been delayed too long and the customer requested a full credit return." *Jerome NEVER reconnected with me. I initiated ALL communication. Unfortunately, at times, it took numerous attempts to even get a reply. Also, it is clearly impossible to "offer additional options" when you NEVER offered any options to begin with.* 5) Jerome wrote, "Through the entire timeline of our communication there was never as sense of anger, hostilities, or overall dissatisfaction on behalf of myself or our customer. It was disheartening to learn after fulfilling our promise that a customer would go to the extent of filing such a complaint. I am certainly not used to this kind of action I live by my word." *Unfortunately, Jerome did not fulfill his many promises. That is why we are where we are. If he had lived by his "word", the outcome would have been quite different.* I hope that Jerome can learn from this experience. I believe he will for his sake, the company and his customers.

The staff were very helpful when I wanted to return one of the two rugs I purchased. We kept the larger rug. Although we were initially pleased with it, it was poorly made. Despite having cats and other oriental rugs for many. many years with no damage at all, our cats pulled tufts from this rug almost from day one. The owner would not accept a return. He only offered a partial refund if we bought another of his rugs.