RugsHQ.comReviews of rugshq.com

I researched several companies looking for this specific rug and found it at RugsHQ.com for the best price. Since this review has to be posted within 24 hours I can't comment on the delivery but I will update my review accordingly! I have high hopes. UPDATED 2 weeks. I called after one week when my order still said "processing" the response I got was their systems were having trouble and someone would take care of it ASAP and get back to me. Another week went by with no word from the company - order still says "processing" and I checked on Facebook to see others experience. To my surprise there are no customer reviews on FB. I wrote on their page about my experience and the next day received an email my order was cancelled - no explanation - no sorry for your inconvenience - no nothing and they had removed my query from FB. If they couldn't fulfill the order why do they have it for sale on their site? Why not respond to their customer's legitimate questions? Buyer beware. I wish I knew this before I wasted 2 weeks waiting for a rug they don't even have.

Was looking for a particular Surya rug, and thought I had found it. Said the rug was in stock. Ordered it, and the next day got an email saying it was discontinued by manufacturer. Why is it even on the website? So annoying. Hopefully my card will not be charged. Please take items off the website if you do not carry them. Can't really comment on anything else since they did not even carry my item.

My rug was exactly what I ordered and shipped promptly. However, they forgot to ship the free pad with it. I emailed them and they apologized and said they would get it right out. This didn't happen so I emailed them again and this time they said they didn't have my size so they would send me the next size larger and I could cut it down to size. This also didn't happen. I emailed them again and this time they said that the shipping department didn't realize the free pad was supposed to go with it but they wold get it on its way. This also didn't happen . Now they don't answer my emails and when I call them on the phone the person answering says that everybody that could help me is busy, takes my name and number and that they will return my call ASAP. This also doesn't happen. This has gone on for over a month and a half now. I still haven't given up, but I am really surprised at RugsHq's extremely poor customer service, particularly since we were repeat customers. Update: After placing this negative review and contacting the home company one of their administrators Alex called me and said they would send the free pad even though I was mistaken about the free pad. I was not mistaken about the free pad and Fortunately I still had the original invoice that showed a no charge pad to be shipped with the rug so I emailed it to him. He asked me if I would update my review after I received the free pad so I am doing it now. I received my rug the first week of September and I received my free pad the first week of November. I was starting to wish I had bought my rug through Amazon so I would have some recourse, but this company has finally come through. I would probably buy from them again in the future.

Expected me to wait two months for my rug, and offered not even a "Sorry for the inconvenience."

I had this rug in a different size, so I already knew it was a high quality product; after doing some home renovations I wanted to try to find it in a different size. I found this rug on a few sites, but I chose rugshq.com to place my order with because of their incentives and excellent customer service. They offered free shipping, and just when I was thinking of a question, a popup box came up and notified me that a customer service representative was available to chat if I wanted to. I typed my questions in the box and got a response from a very nice & helpful gentleman within seconds. He was able to help me and also offered me a coupon code to apply at checkout. I look forward to doing business with rugshq.com again in the future! ........................................................................................................... I am very sorry to say that I would like to retract my original review above. Now I know why this company offers a $24 credit if you write a review on trustpilot within 24 hours. Because if you waited just a few days, you would know exactly how absolutely deceitful and horrible this company really is. I was so thrilled during the ordering process; unfortunately, it was a very short-lived satisfaction. I placed my order weeks ago, and as of yesterday, still hadn't received my rug, which was supposed to be shipped "fast." I chatted several times on the website with a customer service rep. When I first inquired about the rug, he indicated it was the "last one" they had in stock and it would be shipped right away. So I ordered it. About a week later, the status of my shipment hadn't changed, so again I chatted with the rep online. This time, the person told me that it would ship within 48 hours. It did not. About another week later, I chatted again with a rep online, who informed me that they contacted the manufacturer, and there were "tons" of these rugs in stock, so it should be shipped that day. Amazingly, I did receive an email stating that my order had shipped. However, when I looked at the tracking details, only my free rug pad had shipped, NOT the rug! I was furious. I tried emailing and calling customer service, and left several messages, with no response. Days later, my husband tried calling again and got an answer. They assured him that it would be shipped "soon." (Remember, this was about the fourth time they told us this). Again, no emails or anything with a tracking number. So my husband called again. This time, the rep actually said the rugs were out of stock and wouldn't ship until AUGUST! I literally almost fainted. I placed my order in May with the idea that it would arrive in a couple weeks in time for a party we're hosting at our house. So we canceled our order and forced the rep to send us a confirmation email noting the cancellation while we were still on the phone, because we did not trust for a minute that they were actually going to do it. These past few weeks of dealing with this company have been both frustrating and exhausting. I would NEVER do business with this company again. I would actually pay much much more to a reputable company for the same product. I re-ordered the rug on Amazon last night, and within two hours of placing the order, it shipped! Of course now we are still waiting for our refund from rugshq.com to be credited to our account. I anticipate yet another nightmare. ................................................................................................... Again, I am appending my review. Everything above is true. However, after posting my update the other day, I have more info to share. Shortly after my updated review posted on the site, a manager from RugsHQ called me. He wanted to offer me an explanation and talk to me about what happened, which I appreciated. He told me information that none of the reps I had spoken to prior told me. If I knew all of that information up front, I would not have posted an updated review. Also, he assured me that my money would be refunded ASAP, and sure enough, when I logged on to my account last night, the refund had, in fact, posted. He was the only person through this entire process who actually helped me and told me the truth. Communication turned out to be the primary issue, both among the staff at RugsHQ as well as between the customer service reps and the customer. Hopefully they will learn from this situation.