Ruggable USA  Reviews 

Ive been emailing support for a return label so I can return 1 of the 3 rugs i bought and no one is answering. I did the online chat feature and the guy said I will hear from a canadian team right away. Well, its been days and still no return label and no response to my emails. The customer service is the worst ever!!!!!

I want to love Ruggable. I should love Ruggable. I am 10000% their target customer (30's female). That said, it is unlikely I will purchase another item from them.

Here's why: Their customer support is just awful. When I purchase something at a premium (there are plenty of less expensive washable rug options), I have an expectation that support will also be premium. I received a Ruggable doormat cover for Christmas (yay!), but they shipped the wrong design (boo!). I reached out, they said we'll send you the right one (yay!) and to send the other one back with a prepaid label (sure!). I immediately sent the other one back, and waited almost 10 days for an update. I have reached out multiple times, and most of the time I can tell the customer service rep didn't even read what I said. I finally got a cogent response today that they have mailed the mat... to the wrong address (even though they confirmed they had updated it.)

It's just a cluster. Ruggable, I want to love you. Why can't you be better?

Pattern and color of the rug

They seem to be in the spam business. I bought one of their rugs and am receiving up to five emails a day. They say they will stop, but they don't. Gmail's spam filter stops some of them, but they use different addresses.

Same here got the wrong rug and now I have to rearrange everything to get it under my bed. Still waiting to hear back from customer service which won’t be until next week. Greattttt I hate furniture companies

I have a dozen of their rugs. I got them some years ago now. They looked great...sadly, within just a few months, they eventually curled up at the corners, making it a terrible tripping hazard (and ugly!!) and although the rugs are machine washable, the pads are not and it is the pads that collect all the dirt but especially ALL THE DOG HAIR! I have tried everything to get my dog's hair out of those darn pads (white fur on black pads...not good!!) and they just don't budge. Some of the rugs also drop a bunch of black stuff which gets everywhere (floor, dryer, etc), it must be the backing of a rug or rug pad, like it is disintegrating or something?? I have read similar complaints from others so I know mine aren't the only ones. I paid a lot for those darn rugs and pads and now they sit in the spare bedroom in a pile. Between the tripping hazard, dropping black stuff everywhere and dog hair attracting pads, they have become more frustration than they are worth. A very expensive experience and mistake.

We ordered two rugs from Ruggable - a 6x9 for our bedroom and a 2.5x7 for the kitchen. The rugs arrived separately and disappointed both times. The kitchen runner we purchased because it had warm red and beige tones, but the rug we received was purplish and black. It didn't work at all.

The 6x9 was even worse - they sent us a completely different rug. I spoke with a rep who helped me with a return and she re-ordered the correct rug for me. I was pleased with the customer service experience until the replacement rug arrived – it was wrong, too! This time it was the correct rug type, but a completely different colour than we'd ordered.

Hard to fathom how a company who only sells (expensive) rugs could get the same order wrong twice, and the fact that the rugs look so different in person was so frustrating. Had to return both.

I ordered a 9x12 rug with rug pad, and the rug pad came as 2 separate parts (NOT disclosed on the website) and this now causes a permanent crease down the center. Additionally it’s nearly impossible to get the wrinkles out. This rug looks absolutely HORRIBLE and I will not be ordering from you again.

Update- I emailed customer service and what a JOKE. Just kept getting generic template emails back and no actual human connection. Lowered to one star.

Ruggable is making a fortune on returns. Please note their policy before committing, particularly if you are ordering small rugs. They keep $25 PER UNIT for “handling” charges on a return. I ordered 2 small rugs for my bathroom, was not happy with them and a $150 purchase resulted in a $100 refund. It’s not as criminal if you want to exchange, but I was just not sold on the product, so opted for a refund

Honestly just a crappy rug. I bought a 2x3 rug for my entryway and it’s as light as a hand towel. Additionally, on the product page, it says you can return your rug no matter what within 30 days. Then when I go to the return portal, it tells me that there’s a $25 return fee for each product! The rug was $100! And now I’m being charged $25 because I’m unhappy with the quality? Not to mention it’s a totally different tone than what is pictured. That’s 25% of what I paid for it. I could see if it were a larger rug, but it’s a little dinky piece of fabric. The only way to return it for free is if you exchange for another product, which is telling. So now I’m out of $25 because I trusted the pictures they have on their website. Never again.

No customer service...no live person.
Did not send return label but sent out
a rug and presumably used my Credit Card.
It appears they kept the number.....but how
would I know
when there is NO ONE to talk to.
Beware when a phone number is offered
but it only refers you back to their website!!
Not worth the effort and crazy making
attempts to communicate!!

We bought 2 6x9 rugs two years ago. We love the idea of a washable rug, but the quality of these is severely lacking. After one wash following Ruggable’s washing instructions, the rug cover just isn’t the same. Additionally, the edges curl, the threads on the edges loosen, they get dirty from normal day to day dirt/dust too easily. Again, great idea, poor execution. We’re already looking for new rugs to replace our Ruggables.

The rugs are convenient, and I like that they rotate designs. I have 2 small children and a dog, so getting a washable was a must.
There are a ton of other MUCH cheaper washable options, and also made with natural fibers, which I would normally prefer, but I ended up buying from them due to the design options.

I have 4 and just ordered my 5th. They hold up pretty well, except the fact that bigger ones in high traffic areas start looking creased and wrinkled very quickly, and it's a pain to get them unstuck to the velcro pad and re-set them. For this, I would knock off a point.

But I am going down 2 points for deceptive advertising. I received a "$40 GIFT E-GIFT CARD" from them. I was holding it for when I there was a price drop to get a new rug. Finally had a 15% coupon so I used it. Guess what, the "GIFT CARD" is not a gift card at all, it's just a coupon for $40. So they will not honor the "gift card", even though I bought the rug specifically because they led me to believe I had a GIFT CARD. I emailed them twice giving them the opportunity to make it right. They refused saying basically "you get what you get and you don't get upset".

I think this level of misleading marketing is even worthy of a class action suit. I will no longer buy from them and will warn everyone I know to go with another brand.

They do not stand by their product. It is difficult to get a response after several email and they have a very low bbb reviews. Purchase with caution given the quality is not what you are promised. I purchased 4 outdoor Ruggable less than a year ago and they already have very noticeable sun damage.

Over priced, poor quality and rugs contain harmful chemicals, which they did not state on posting.

The bigger the rug, they more is creases. Even worse if its under furniture.

They also cherry pick who can leave reviews on their site.

They sent me a rug with a sticky red stain on it. Instead of offering to allow me to send it back -- and receive a refund or a replacement item. They chose to only offer me a replacement item for the rug cover (not the rug matt). I found the rug matt to be in poor condition too (and dirty; it was packed with the stained rug). When I further complained and asked for a refund and asked again for a mail label so I could ship the soiled product back, they quit responding to my emails. It's very unprofessional and infuriating. I would like my money back.

I just received the rug I ordered and am really disappointed. These rugs are not cheap and this rug looks really cheap. I would have been better off buying a vintage oriental from Ebay for half the price!

I love the concept and the product but Ruggable are SO naughty about returns!!! They claim you can return within 30 days but put you through ridiculous hoops to get a return label. Customer service pretends to be responsive but repeatedly requests the order number and name of the item you want to return and then disappears without actually sending the label. They even have an automated email that says “we’re so sorry you’re having trouble retrieving your return label!” So I got on the live chat and waited and waited, then sent a “hello is anyone there?”. Got someone, asked for a return label and again they disappeared!! It’s stunning to me that a company would create such a deliberately passive-aggressive customer service protocol. I’m bummed because I love the product and would have ordered multiple rugs but obviously can’t trust the company AT ALL, and that feels crappy 🤨

The rug I ordered was a lot darker in person than it looked online so I returned it immediately, in its original box and without having used it at all. I have now been waiting a month for my refund. I know they would have received it by now because I shipped another item that day which has long since been received. There is no phone number to call for updates, you have to email and their responses are just the same canned response over and over. I would never risk ordering a rug from them again.

No Phone Number to resolve issues!
Charge your card for purchase even though they don’t ship product for weeks.
They’ve recently changed from requiring you to email support for return authorization, to requiring you used a pirtal…but it denies your return even though you’re within the 30 day window. No ohone number to call and emailing support is pointless.
Colors are very inconsistent from photos, and from one size to another.
Shipping communication is poor.
Emails to support are not always acknowledged.