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          Business Profile

          Carpet and Rugs

          rugmeup.com

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Carpet and Rugs.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          On 12/16/2024, 12/27/2024 and 1/7/2025 BBB attempted to contact rugmeup.com regarding a pattern of serious complaints. BBB received complaints alleging:

          consumers purchasing rugs, and they are either the wrong size, stained, or of poor quality. Furthermore, when they return the item, consumers state they do not receive their refunds and are unable to contact customer service.

          The business failed to respond to all of the complaints through BBB’s complaint process.

          BBB notified rugmeup.com about the pattern of complaints and asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining the specific steps it would implement to avoid similar complaints in the future. BBB also requested general information including the names & full contact information of the business’ principal officers and responsible management, the physical address of its principal office, associations with other businesses and a completed BBB Standard Business Questionnaire.

          As of January 21, 2025, rugmeup.com has not responded regarding the pattern of complaints or BBB's requests for information. BBB has concerns about business’ practices and urges consumers to use caution based on their complaint activity and lack of responsiveness. 

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/26/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unresolved
            I purchased a rug on 11/1/2024. On 11/6, I checked to see why it hadn't ship. I was informed they were not able to fulfill my order. I asked for them to cancel my order and issue a credit. They said they would cancel and send a confirmation and refund. I never received either. I emailed and called every day asking for an update on my cancellation confirmation and refund but they would not respond. It has been 20 days and I still don't have a cancellation email or a refund. No one is responding by email or by phone.

            Business response

            11/27/2024

            We have explained to this customer that the chargeback opened by him has been accepted.The refund will be given by his bank.

            Customer response

            11/27/2024

            Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I spoke to ***** Bank on 11/26 at 4 pm and their exact words were "Rugmeup is lying to you". ***** bank said they have no record of being contacted by Rugmeup's bank. Rugmeup has lied from the start of this transaction, as you will see in the documents I attached. I checked the status of the order this morning and it has been moved from processing to preparing to ship. I was told the order was cancelled 21 days ago. Rugmeup is a predatory company who preys on consumers who do not have the time or resources to fight back to get their money for goods that were never delivered. If you check consumer's comments/reviews on the web and social media, you will see this is a common practice for Rudgmeup. I request the BBB please contact the Attorney Generals office to put a stop to this company.   Regards, ***** ******

            Business response

            11/27/2024

            Please find attached proof of the chargeback being accepted. As I am sure you are aware, once a chargeback is initiated the bank take control of the refund process. Regards.

            Customer response

            12/04/2024

            Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ***** bank has not been contacted by Rugmeup or any affiliation with Rugmeup. As per my documentation from my prior response, Rugmeup has not been truthful at any stage of this, including their last response. This needs to be escalated. Rugmeup cannot continue to lie and steal from consumers. They prey on consumers who do not have the time or resources to fight to get their money refunded from products never delivered. This is unacceptable.  Regards, ***** ******

          • Initial Complaint

            11/26/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I ordered a rug. Looked nothing like advertised. I had a very hard time contacting them to return it. Finally got someone and made arrangements to send it back. I have not received my refund and it’s been weeks. I’ve tried calling, email and text, no answers. I think it’s a scam. You buy the rug. It’s looks nothing like it. You can’t get ahold of them. When you do you send the rug back but don’t get a refund. It was 297$

          • Initial Complaint

            11/20/2024

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Answered
            On October 6th, I bought two rugs from rugmeup and they arrived looking nothing like the photos. I immediately started a return, which wad on October 15. They said I would be sent return labels that would be deducted ftom my refund. Since then I've followed up 11 times over the past month as I would like my refund and am happy to return the rugs. I just want the labels so I can get the bulk of my money back. I fear they're just trying to keep my money.

            Business response

            12/13/2024

            Thank you for bringing this matter to our attention.In this particular case, we informed the customer that we could provide return labels. However, we also communicated that delays with our chosen courier might occur due to logistical issues. To avoid further inconvenience, we advised the customer on two occasions that returning the items using their preferred courier service would be a faster and more efficient option.Additionally, our return policy, which is clearly outlined on our website and agreed to at the time of purchase, specifies that return shipping is the responsibility of the customer. While we strive to assist whenever possible, we are under no obligation to provide return labels. 

          • Initial Complaint

            10/31/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            We ordered a rug months ago it came in with stains on it we started a return. We received an email on August 26th and we were told we would receive a refund for it with in 7-10 business days. We still have not received the refund. The email was sent to us on August 26th and it is now October 31st. Its been 2 months since that email was sent to us and we still do not have a refund. I have called 10+ times left 10+ voicemails, emailed in multiple times and done multiple chats with no response.

          • Initial Complaint

            08/17/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Terrible product and terrible customer service. What I received wasn't even a rug. It's a cloth with a photo of a rug on it. No, I am not making this up. The cloth is pasted on a thin rug backing. There is no texture or pile. It is NOT A RUG. Additionally, as much as I hate this fake rug, they sent the wrong (design) to me. Insult to injury. They would not exchange it or refund my money.

          • Initial Complaint

            05/06/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            I bought a rug advertised as 8'x10' in a color shown and described as black. I placed the order on Mar 12. The rug I received on Mar 21 was 90inches wide while rolled up, 6 inches short of the advertised width of 8 feet. I requested a return/refund on Mar 26. Customer service rep requested pictures showing the discrepancy and I provided them. They said I could return it, but I would have to cover return shipping because their policy allows for up to 4% size variation. The pictures I provided prove that the size discrepancy is greater than 4%. I explained that to the rep and requested a full refund. They requested that I unroll and measure the entire rug and take pictures. I did so and discovered that the color is nowhere near their advertised "black" and the length of the rug is also short by over 4%. In fact, the tag on the rug indicated that it's actually a 7.5'x9.5' rug. So it's not a manufacturing tolerance issue, they actually sent me a different size than I ordered. I documented this and provided pictures to the CS rep. They agreed to send me a return label. I shipped the rug back and tracking showed it was delivered and signed for on April 15. By the next week I hadn't received a refund. Another customer service rep informed me I would receive my refund soon. Two more weeks have passed and they still haven't refunded my order.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          156 Lawrence Paquette Industrial Dr

          Champlain, NY 12919

          (855) 784-6399

          Customer Complaints Summary

          6 total complaints in the last 3 years.

          6 complaints closed in the last 12 months.

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