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Rating 4/10

I have had a few somewhat negative experiences with Rugs USA. One, I found a rug at Overstock and asked Rugs USA for a price match. I did a live chat and the representative told me that I had to send an email. I did so, and it took them several days to respond to the email. In the meantime, the rug sold out at Overstock. When they finally got back to me, they said they can't price match a sold-out item. It's a clever tactic, just wait until an item sells out and then get back to the customer!

Another was a return. I bought a rug that, when it arrived, ended up being a much lighter green in real life than it appeared in the photo, so much so that it was like a completely different rug (old-fashioned/country as opposed to modern and vibrant). I bought a return label from them (this part, at least, is pretty fantastic, as sending the rug back to them is painless--my regular UPS driver picked it up and everything) and tracked the rug until it was delivered. Two weeks after it showed it was delivered back to Rugs USA, and I had no refund and had heard nothing from them. I called several times and couldn't get through. I sent an email clearly explaining my problem, and the person who responded just attached another copy of the return label. Wha?? Finally I did live chat and said I was inquiring as to a return, and the representative immediately said that he was processing the refund and it would show up in 3-5 days. Were they just hoping that I would forget and they could keep my money? I shouldn't have to follow up in order to receive a refund, especially when the reason for the return was the inaccurate photo on their site. Very let down with their service and I will not buy again.

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