rugs.ca

I purchased a square 10x10 shag rug and needed to exchange it for a smaller one of 7.9x7.9.

Customer service stated they did not do exchanges and the cost to return using their shipping was $220, ridiculous.
I asked if I could send it back using my own business account with UPS, the answer was no, you must use their service.

I don't think that word means what they think it does.

I ended up keeping the rug for another room and will not use or recommend this company at all.

I ordered a white rug but the colour did not match what was shown online (its called snow white but it was more of an off-white/ivory). I called customer service to ask how to return, and its going to cost me $97 CAD - more than what I paid for the rug! How does that make any sense? I never would have ordered from here if I knew this would happen.

Tried cancelling after 13 hours and reading reviews - no response. Shipped immediately by their records. Rug is flimsy, colour blotchy.
I will not spend another penny shipping it back. Big mistake My loss
When something is 50 percent off so is the quality

I asked to return 4/5 of the rugs I bought, as they did not look or feel as advertised. I paid a combined $900 for these 4 rugs, and they quoted me a return cost of $847. Anything that costs the value of refund to return is NOT a real refund. Totally misleading. Never would have spent that much for something online if there were no refund. Just don't do it.

Never order from Rugs.ca. They are deceiving people. When we received our carpet, it did not look anything like it did in the picture. We ordered from them, understanding that they offered 30 days Returns. THEY DO NOT. We were met with disappointing customer service that only offered us 30% off our return. After asking them to explain why they falsely advertised that they offer returns, they could not answer. Again we asked, why we warrant only 30% reimbursement when 1) We were willing to ask for an exchange and 2) Their website says they offered returns within 30 days of receiving the carpet (we had received it an hour earlier). They still could not answer and insisted that they could only offer us the 30% discount and we would have to pay over $100 in order to ship it back. As mentioned in other comments, they are not based out of Canada and make you pay heavily for your returns. Do not believe their website that falsely advertises: "When you purchase your rug(s) with us, you have 30 days from the day you receive your rugs to decide whether or not they work for your designated room(s)." As this is not the case. We had our rug for one hour and were not eligible for a full reimbursement nor an exchange. It is despicable that companies like this exist today that take advantage of people.

I purchased a polyester rug on sale for $309 (original price 600). Customer service ended up giving me a $30 discount due to a price discrepancy on their website. After a few weeks, I noticed pieces of the rug were shedding and kept finding bits everywhere. Requested a refund and was advised I had to cover shipping costs or would be charged $66 off my refund if I used their FedEx delivery service. Or, if I keep the rug, they would provide a return of $30 or 25% off a future rugs.ca order. I am now sick so emailed them to let them know I wouldn't have time to return it. Customer service replied and said they already applied a $30 discount. Awaiting their answer but don't have high hopes. Do NOT recommend rugs.ca.

Buyers beware, quality looks nothing like their pictures and also they don't have any location to return in Canada, so out of pocket you will have to pay for shipping. Our rug cost 120 and to return it would cost us $70 to ship back, so you do the math and tell me if it's worth it.

I ordered before was pleased but this time received a cheap runner and as mentioned to return is not worth the price.
Never again. I would not have paid more than $50 for it.

Bought a small rug years ago and it was exactly as pictured. Recently, bought two more rugs and they arrived looking like a dead cat. The pictures show the same plush rug I previously purchased but what arrived was a rug with barely any fibres. When you hold it up, you see light through and you can see the mat/base of the product. I can return the items for basically the same cost I paid or keep the rugs for 50% off. Clearly they know what they sent me is garbage. So disappointed in my second purchase, do not buy.

The 80 sq ft 'rug' is less than 20 lbs. It's about as thick as 2 towels. There's no nap to it. It's a sick greenish-brown rather than the gold I ordered. It's certainly nothing like the pictures they publish. It came folded. How do you fold a real rug? Don't let the .ca at the end of the web address fool you too. It's a US company that ships from South Carolina. Worse, they use Fedex to ship. Probably the worst shipping operation in Canada. It finally arrived 4 business days late.
Being disabled, it's going to be a real pain to return. I can't even figure out how I'll repackage it.
After my experiences here and with Wayfair I'm never going to buy from a US retailer again, and I'm not going to use anyone that ships Fedex. I'll be more thorough in checking next time. Live and learn I guess.