RugsHQ.comReviews of rugshq.com

Initially I was very pleased and happy with RugsHQ.com. After the rug I wanted was out of stock at numerous other stores I initially tried, RugsHQ.com had the rug I wanted in stock! I called and spoke with customer service to ensure that they actually had it in stock. They ensured me in was in stock and would be sent out for delivery shorty, my card was charged and I waited for the rug... and waited... It never came. I called the company and they said it turned out it wasn't in stock. I asked if/when they were planning on calling me or refunding the money they charged me. They apologized, refunded the money, and said they would verify with the manufacturer and see if there was a remaining rug, as the system showed one remaining rug. And I never heard back from them... I have called several times over a few weeks and left polite messages asking them to call me, and I still haven't heard back from them. I am extremely disappointed and appalled with RugsHQ.com customer service, but if you decide to go with them, I hope you have better luck than I did :)

I originally left a great review because they ask you to rate them to get the $25 back. At the time had very good service UNTIL I needed help because the rug wouldn't lay flat. I was 5 days over their 30 days because I had been remodeling and didn't get to lay rug out right away. I looked over the rug when I first received it and it visually looked good. Unfortunately, I I thought it would lay flat once rolled out on floor. It still does not lay flat 5 months later! RuGHQ help desk acted very helpful at first. I paid over$650 for my rug and originally they only wanted to give me $75 back to buy another rug from them. I found this unacceptable. I contacted Surya and was told that even though rug had a one year warranty, I had to use RugsHQ as my liaison. This has now been going on since June! They now are telling me I could buy the same rug AGAIN for half off. Why would I want another horrible rug that now would cost me OVER $900. What good is a 1 yr warranty when it cost you $300. RugsHQ is wonderful when you are trying to buy a product from them but the HELP desk takes forever to get back to you and then gives an answer that only lines their pockets. It's hard to believe neither RugsHQ or Surya backs the products they sell.

BUYER BEWARE. Most, if not ALL, of these reviews of RugsHQ.com are BEFORE the buyer receives the merchandise. Why? Well,after you place the order, RugsHQ.com says they will give you a 'credit' if you do. Who's not going to do that? And since all you did was place an order, of course the review is going to be good. Placing an order is easy and let's face it, you probably wouldn't be initially ordering from a company that you didn't like. So why wouldn't the reviews be positive? Well, I finally saw how they treat customer some time AFTER you place your order. The rug was on back order. First, I don't feel they should allow orders to be place if so or at least let people know before submitting the order. As of today, they are still letting people purchase the rug without any notification on their website stating it isn't available. The one credit I do give them is they did send an email after it was ordered stating it was on backorder and asked if I wanted to wait. I sent an email stating I was willing to wait. Three weeks passed and then out of the blue they cancelled the order. I'm assuming it was because it was backordered but I don't know since they didn't say. It was just cancelled. Now all this time has passed when I could have simply ordered from someplace else and already received my order. It was very unprofessional. What burns me the most is they have an 'excellent' rating which will mislead people to think they should order from them. But it's not because they are a good company, but rather because a customer can simply 'submit' an order and get a so called credit for it. Unfortunately, most people won't ever go back here to re-submit a review.