Reviews

Review Details

• Review fromTyler E

  Date: 11/27/2024

  Very upset and backed into a corner. I wish I had read the other reviews before purchasing. My wife sent me a link to a rug and we ordered it. When it arrived it was the wrong color. We paid $470 for the rug. Their falsely advertised "Easy Return" policy fails to mention (unless you read the fine print) that they charge $285 to return the rug. I offered to load up the rug in my truck and deliver it back to the warehouse that was only an hour away from me and they said that wouldn't work. I guess just add me in line with all the other disgruntled buyers. Hopefully someone can read this and avoid working with this company.

  Winchester Carpet & Rug

  Date: 11/29/2024

  Hello,Thank you for reaching out about your return on your 9'3"13-foot rug. The rug you purchased is an oversized rug that a freight carrier must ship back. The shipping that ***** quoted IS $285.00; I can reduce the return shipping by $40.00 as a courtesy and credit you the $39.95 processing fee. You can select your carrier to ship the rug back. You are not obligated to use our easy return option. Our vendors do not allow customers to drop returns at their loading dock while shipping items out of that location. We do state the following online before you place an order with Rugs Direct. To complete a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs. Please note that given the current freight environment, particularly for oversized items, return shipping rates can fluctuate and are influenced by several factors, including item length, transit distance, fuel surcharges, etc.We appreciate your understanding and apologize for any inconvenience this has caused you. Please get in touch with customer service if you want to continue with your return.

• Review fromIsabel C

  Date: 11/23/2024

  When I reviewed my order they had placed a rug pad in my cart without my authorization. When I did not like the order, they were planning to charge me half of the price to return the product even though I was trying to exchange it for different carpets. While placing the new order, I saw once again they added a rug pad to my order that I did not approve or agree to. I did not finalize the purchase because of their ****** practices and reutn policy. Do NOT buy from this company. Once you click "Purchase" it's your forever. Unethical business!

  Winchester Carpet & Rug

  Date: 11/25/2024

  Hello,You placed your order online yourself. When you add the rug to your shopping cart, it asks if you want to add a rug pad or a warranty. If you continue without clicking on it, you will not add a rug pad to your cart. Viewing the cart will show the warranty and rug pad, but they are not added to your order unless you select them and add them. I have issued you a courtesy credit for your rug pad. We clearly state online that shipping to our customers is free, but for any reason, if you need to return the rugs, shipping is at your expense. You are returning four rugs because you do not like them. Shipping back is $99.44. I will reduce the return shipping to $75.00 as a one-time courtesy. I can offer you a 15 percent discount on the new order you wish to place. We are happy to place the order for you to ensure the order's accuracy. ******* ***** Manager of ****************

• Review fromBecky F

  Date: 11/08/2024

  I will never use this company again. When a customer needs to read fine print to make a purchase, it's a company that is for the company--not the customer. I bought two rugs: both of which were differently colored than advertised. Go to return them, and it's nearly half the cost of the items to return. Sold one and returned the other to receive at least SOME money back. Upon returning the other, you find that there's a 20 percent freight fee if it's sent to the wrong address upon return.Even in every review response, they get customers on every little thing like "well you signed on the dotted line" or "well you agreed to x, y, z." Please. A company that wants to ******* a customer instead of helping a customer out when something doesn't work out is a company that is only in it for their bottom line. They aren't loyal to a customer or want to create a following. I'll be sure never to shop from this retailer again, and I will certainly not recommend them to anyone and will urge others to avoid them at all cost.

  Winchester Carpet & Rug

  Date: 11/25/2024

  Hello,Thank you for sharing your feedback. We sincerely apologize for the experience you described. We aim to provide clear communication regarding our return policy and regret the confusion. We appreciate the opportunity to assist further to better understand the situation and ensure it is resolved. Please contact me directly with your phone number and order details so I can investigate the return process and address your concerns about the product. Your information does not bring up any orders in our system. Your satisfaction is important to us; we are committed to making it suitable.

• Review fromJoel J

  Date: 12/17/2023

  A very dishonest company. Do not trust them! They sell defective products. The customer service responses are lies. They sound so caring but they’re phony.

  Winchester Carpet & Rug

  Date: 12/18/2023

  Hello, We sent this directly to our quality control team at Loloi. They stated the following. Our quality control team reviewed and concluded nothing was wrong with this rug. I just wanted to give you an update in case the customer reached out to you. Thanks, Cameron You were issued a credit back in September. You were charged shipping since it was not a valid claim. Sorry for any inconvenience. Annette Pyles

• Review fromFyodor M

  Date: 11/21/2023

  They don't allow me to place an order, and when I try to engage them or ask for help, their Fraud department ignores my emails. They are unhelpful, and have caused me a lot of problems. They also don't remove the charges from my credit card, so I end up with clogged cards, and no rug. Truly awful customer service. They should be ashamed.

  Winchester Carpet & Rug

  Date: 11/22/2023

  Hello, We run our orders through No Fraud. We use this service so we are not receiving fraudulent orders. I show for your first order you were sent to another address that was like a moving facility. No fraud did not feel comfortable to release this order. You were informed to try PayPal I see you used Google Pay and the order was declined. We were only told multiple actions on your Google account so it failed our No Fraud as well. We would love to have an order placed from you that we can ship to you but it will need to pass our No Fraud screening. Our accounting team stated they replied to your email response. Sorry for any inconvenience that this may have caused you during the holiday season. Annette P****

• Review fromSusan J

  Date: 02/01/2023

  Purchased 2 rugs and 4 months later my PayPal account was recharged. Company said that Paypal had made a mistake and didn't collect the entire amount and now they were correcting the mistake. They also set up a reoccurring payment on my Paypal account so that they could recharge each month. So I guess they have the ability to set up the reoccurring payment or recharge me whenever they want. If their website made a mistake obviously the company had something set up wrong. It's really unreasonable to expect customers to pay for their mistakes 4 months after the sale. Website and company can't be trusted!

  Winchester Carpet & Rug

  Date: 02/02/2023

  Dear Susan, We sincerely apologize for any inconvenience you may have experienced due to the tax issue with PayPal. At Rugs Direct, customer satisfaction is something we take very seriously. You placed your order on 9/9/2022 and was sent an order confirmation showing that your order was $179.27 which you agreed to paying when the authorization was sent to you by PayPal and Rugs Direct. We have uncovered that tax was not charged once your item shipped and was submitted to PayPal per the letter, we sent you. By law, a customer is required to pay sales tax on every item purchased. This is not a reoccurring charge we are only charging you for the sales tax you agreed to pay when you placed your order. We had to charge you the $12.66 tax that was not paid. Rugs Direct will pay your sales tax for you as a one- time courtesy. We take this this incident seriously, Once it was discovered, we took appropriate measures to make sure it will not happen again in the future. Sincerely, Annette P**** Senior Manager of Customer Service, Rugs Direct

• Review fromFran H

  Date: 10/17/2022

  I purchased 2 10x 14” wool rugs and pads for approximately $2400.00. We waited for about 3 weeks for the back ordered pads. When the first rugs was rolled out it has a small hole about the size of a quarter. We knew we could repair it. When we rolled out the second rug it had a huge hole and carpet was torn loose from the rug. It looked like a fork lift had gone through the carpet. Yes, it was passed their 3 days return policy but we were waiting on the pads. The only place to roll out the carpet would have been outside and I did not want the grass on the carpet. I contacted the company and was reminded of their policy. I asked for the rug to be replaced and was told no, but would refund 10%. I said no thank you, I wanted a replacement rug. Now, I cannot use either rug because they go together in a large room. I highly recommend you order nothing from this company. I am out a lot of money. I will purchase locally where their will stand behind their products.

  Winchester Carpet & Rug

  Date: 10/18/2022

  Hello, We’re sorry your experience didn’t meet your expectations. You ordered 2 oversized rugs from Rugs Direct and signed for them that they were not damaged. With ABF freight we have three days to report damage after you sign for the packages. Customer service tried to ask the vendor to honor the claim but they refused because you can clearly tell the damage was done by the shipping company. You received the following email giving you instructions about your oversize deliver before it was shipped. Hello, Thank you for your order from Rugs Direct. To ensure that your oversized rug arrives safely, it will be shipped with extra care. Please carefully read the instructions below and bookmark them for easy reference. Before your shipment arrives: Prior to delivering your item, the shipping carrier will contact you to schedule a convenient delivery appointment. Be advised that the shipping carrier/delivery driver is only required to arrive with your item to your street, or “curbside”, to your address. You will need to unload the item(s) from the end of the truck, before transporting it into your home. Please remember that we highly recommend that you have additional assistance available, if needed. It often requires at least 2 people to move your rug. When your shipment arrives: Carefully inspect the packaging of your order upon delivery. BEFORE signing the delivery receipt, ensure the merchandise is not visibly damaged. If you see signs of damage, please do one of the following: For visible damage: If the packaging and merchandise appear damaged beyond repair, then you should refuse the delivery. Photos of the damages will most likely be requested from the carrier to substantiate the refusal, so please take photos. If you do not accept this merchandise due to damages, contact Rugs Direct immediately and we will work with the carrier to process the claim, as well as order a replacement for you. For minor damage: If the merchandise looks acceptable with some light signs of damage, write a precise description of the damage on the freight carrier's copy of the delivery receipt, and accept the package. Contact Rugs Direct customer service if you have any questions. After your shipment arrives: Unpack and inspect your shipment as soon as possible. If you discover concealed loss or damage, leave the packing materials as they were when you first discovered the damage. You must contact Rugs Direct Customer service within 3 days of receipt at ************ to report the damage and to receive further instructions. If you have any questions, please don’t hesitate to reach out. Thank you for choosing Rugs Direct to help tie your space together. Sincerely, Rugs Direct Customer Service 888.464.1447 [email protected] We are not able to process a claim for you and offered you a courtesy discount. We are sorry for any inconvenience. Sincerely, Annette P**** Senior Manager of Customer Service, Rugs Direct + Lightopia ***** ******** ************** * *************

• Review fromMandi H

  Date: 10/05/2022

  I wouldn’t call this so much of a review, but more of a fraud warning. I am so shocked by my experience with Rugs Direct that it prompted my first ever online complaint, or review, and I consider myself a fairly savvy online shopper. I bought a 9x14 rug a few weeks ago after reading about the ‘simple return process’ that Rugs Direct offered. I read through the return policy and felt comfortable getting a ***** estimate provided by the company should I need to return it. The rug was delivered via freight company, and I didn’t think anything of it. It didn’t work out and I decided to purchase another 9x14 rug from Rugs Direct. It was shipped via ***. I called to initiate a return for the original rug and was told I’d be sent a shipping estimate. The estimate ended up being for a freight company for almost $400. Confused, I called again to understand why I wasn’t given a ***** estimate since another rug of the EXACT size was just sent to me via standard courier, not freight. Here’s where it gets weird- they will not answer my question and instead keep saying the return needs to be done via freight since that’s how it was sent. They will not respond to why they are not honoring their own return policy as it’s stated on their website (via *****) or explain how another rug of the same size did not need to be sent via freight. Instead I was told I could “choose a different carrier if you would like but that is the only information we can provide regarding this”. What in the what?! If it stated in advance that it was going to be subject to freight shipping to/from I could understand but it very clearly says shipping via ***** (a WAY less expensive option). Not honoring this policy is basic fraud and should be addressed. I don’t even know how to proceed with trying to return this for less than $400 so please be advised that this company has fraudulent practices!!

  Winchester Carpet & Rug

  Date: 10/06/2022

  Hello, We’re sorry your experience didn’t meet your expectations. The first rug that you ordered was a Jaipur rug and the dimensions in the way it was packed made it be shipped by ABF freight. The second rug that you ordered is Loloi, they condense their packages down so they are able to ship by UPS. You are welcome to ship the first rug back and use whatever carrier you select. Rugs Direct has to ship the rug back with the same carrier that it shipped to you with. We provided you with an estimate on our account, you are not obligated to use this estimate. Customer Service will be happy to provide you with the address to ship your rug back to, you can select whatever carrier of your choice. The dimensions of your rug are h-12 Width 12, Length 121 and weight 43 ponds. The rug is shipping from OR to GA. We unfortunately have no control over what the shipping companies charge for return freight. You received an email when you purchased you rug that informed you that it was oversized and shipping to you by a freight company, I show that was emailed to you on 9/6/2022. Rugs Direct will be willing to reduce the freight by $50.00, this is Rugs Direct paying $50.00 of the quote we received from Fed-X. We will be happy to offer you 10 percent off the rug if you decide to keep it. Each vendor has it's own way of packaging their products and they are located in different states. Shipping for the Ups rug from Loloi will also be expensive if you need to send it back. It is the size of the rug that you are ordering, the difference is the way the Loloi rug was packaged your measurements are height-10, width 30, length -30 and weight 47 pounds. I will credit you 15 percent off the order that you are keeping to off-set shipping you paid on this order. We are sorry for any inconvenience. Sincerely, Annette Pyles Senior Manager of Customer Service, Rugs Direct

• Review fromCindy T

  Date: 09/03/2022

  Beware of this company! Scam and rip-off! Find some one else to do business with, don't let them rip you off! I purchased a 9 x 12 rug based on the photo and description on their website. When the rug arrived, the colors were not as shown in photo or described in the title of the rug. The ad stated the rug was gray/red, and according to the photo appeared to be those colors. Actually, the rug is light rose or mauve and baby blue. The label on the rug states the rug is white/blue. The rug does not go with my decor, so I could not use it. When I contacted customer service to return the rug, I was asked to submit photos of color discrepancy, which I did, then I was told I did not have a valid claim, the color was not off enough to warrant a return. I was told I would have to pay for return shipping, I took the rug to Fed Ex who then stated it would be a $209.00 fee. Absolutely ridiculous! I completed a review on their website stating my displeasure which they promptly removed. I would never do business with this company again, and I will be sure to warn anyone I can about them!

  Winchester Carpet & Rug

  Date: 09/07/2022

  Hello, We’re sorry your experience didn’t meet your expectations. The rug that you received looks exactly like our image online. Jaipur uses different color names we select to use the colors we want to display on our website. Your claim is not valid, you received the correct item. Per our instructions online if you receive the correct item and just do not like the product you pay shipping back. We are happy to see what we are able to get shipping for you. We will email you the quote and you can decide if you want to return the rug. Sorry for any inconvenience. Annette P****