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rugs.ca

Carpet & Rug Retailers
Toronto ON M5X 1C9
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19%

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Reviews for rugs.ca

Average customer rating:
1.5 10 (13 reviews)

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Dave
Dave
0 reviews Toronto, ON
0/10

Yankee trader garbage

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.

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8/10

Unexpectedly....As expected

I read the reviews here after we ordered so I was quite nervous, however we're very satisfied with the rugs we received.

Good:
-Shipping very fast
-Rugs were as picture and described. The website gives a lot of good detail such as knots per inch, thickness etc, so we had a good idea of what to expect. We ordered a Shahsavand runner, and a Khal Mohammadi area rug.

Khal Mohammadi are handmade by the Turkomans in the north of Afghanistan, and in some cases they can also be hand knotted in Pakistan. I'd done a bit of looking into them and new what to expect. It's a very nice rug, a bit on the thinner side (which we knew, as it was clearly described). Very happy with it.

Even better is the Shahsavand runner; described as semi-vintage (50 years old) this is really quite stunning. It's a little thicker and has more knots per square inch (better quality).

We knew that if we weren't happy we'd need to pay to return (it's clearly noted under their FAQ page, it doesn't say how much but I knew it would be quite a bit due to the weight and size.

The only "complaint" I have is there is a bit of a musty odor to them (which my cat actually thinks is great), but that's very minor and will likely go away quickly.

I can't speak to their customer service (which sounds like maybe it's one of their weak areas), because we never needed to contact them.

If I were to recommend rugs.ca, I'd likley do so, but with the warning that others have not been happy.

We are though, it was pretty pain free from start to finish.

I can't speak to their

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Rob
Rob
1 review , BC
0/10

Sent the wrong coloured rug and ignored messages

Terrible experience.

The team sent the wrong rug colour so I tried calling in to their hotline. The phone operator, who was very nice, told me I had to email their customer support team with photos, which I did.

I emailed their support directly where the agent told me he had to check with his manager and then never responded. After waiting a month, I emailed again with no response. I then emailed an additional time and got the following response:

"Dear Rob, Thank you for contacting us and your recent business, the rug is correct. If another is reshipped it will still be the same. Thank you for your patience."

Needless to say, the rugs were not even close to being the same colour (check out the photos attached of what was ordered versus what was delivered).

Terrible customer experience and terrible support overall. Don't shop here.

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Private User
Private User
Private User reviews Montreal,
0/10

Low-quality, badly designed but expensive carpets and "pay-youself" return

paid for both carpets 198$ and didn't like them at all. They looked very cheap, low-quality bad design. I wanted to return them but discovered that from my final refund I would get back just 72$. They send you a RMA coupon and take the amount off your final refund. I am sorry but it is not called a return, It is absolutely misleading to say that you can return these items. They were supposed to make it clear on their website that customers pay for delivery if they want to return it. I am buying a lot online and I have never seen something like that. They are obviously trying to manipulate their clients to keep the product in any
case even if they don't like it.

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lilxprince
lilxprince
0 reviews Toronto, ON
0/10

Ordered a nice looking rug... but that wasnt the case

I order a 6x9 ft black shag rug and it took over two week to reach, and then when it did finally come it wasn't great. The material of the rug was so cheap it was rough and matted almost, and the rug itself was light and moved so easily the overall quality of this rug for the price was ridiculous. Futhermore, even though you pay nothing for this rug to be shipped to you I was quoted $149 for it to be returned in order to receive a refund, which is over half of what I paid for the rug in the first place!

1 of 1 people found this review helpful.
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Private User
Private User
Private User reviews New Westminster, BC
1/10

Rug 'damage'

I love the colour but have noticed that there is a dark mark/shadow line and rectangle 'shadow' ingrained into the carpet, (it looks like a sign post) right in the centre running from one end to the other.... It is permanently there and seen from this angle when looking at the carpet it's very noticeable.

I emailed and sent pics and never got a reply (they asked me to be patient due to covid) after waiting 9 days I called and got told the pic wasn't good enough so to send again in response to the email they sent me.

I took new, fresh pictures and emailed-replying to the email I got sent by the lady helping me but it's DAYS later again and have had NO response apart from an email on how to get creases out of the rug which Nothing to do with my issue.

I would like to say it's been a good experience but communication is shocking. I just want a replacement without the mark/shadowing and it's very difficult, even to get through on the phone it's a long wait. And also there is an 'error'when trying to give them a review on the website....

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Private User
Private User
Private User reviews Guelph, ON
0/10

DO NOT BUY!

WARNING-DO NOT EVEN CONSIDER PURCHASING A CARPET FROM THIS COMPANY! IF YOU RETURN YOUR ITEM, YOU NEED TO SHIP IT AT YOUR EXPENSE TO THE US. THEY TAKE WEEKS TO GET BACK TO YOU WITH A RESPONSE & THE REFUND WILL TAKE MONTHS. I HAD TO CONTACT MY CREDIT CARD COMPANY AND FILE A DISPUTE. YOU CAN NEVER REACH ANYONE BY PHONE AND ONCE YOU HEAR BACK BY EMAIL, THE CUSTOMER SERVICE REPS ARE RUDE AND WILL IGNORE YOU! I BELIEVE THEY ARE A 3RD PARTY AND SELL RUGS THAT ARE REJECTED! SAVE YOURSELF THE GRIEF AND STAY AWAY FROM THIS COMPANY

1 of 1 people found this review helpful.
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greg
greg
0 reviews Toronto, ON
0/10

WORSE EXPERIENCE

I wish I came here first before buying from rug.ca. This is by far the worst customer service ever. They have untrained customer service representatives who are very ignorant, rude and unprofessional. I was also misled by the url, thought it was Canadian based company. They are based in the US and do not pay for returns. If you have a reason to return, you pay a lot.
I made a purchase and decided to return. They made me an offer to keep the rug but i declined and went ahead with the return. They offered me their return label which cost about $107 which was $27 more than the UPS option which i used for the return (UPS cost me $80). I sent them the return info after it was sent and last week Tuesday when i received delivery confirmation from ups, i notified the company that the returned item was delivered to their address. I have spoken to 3 different reps since that day and up till this minute, they still have not acknowledged receipt of my returned item. They all say the same thing, they said they would have info for me if I used their carrier but since I decided to use another carrier, I'll have to wait for the warehouse to notify them of the receipt of my returned item. Its one full week since the item was delivered and still, they don't have info me. I have no idea how long it will take for me to get my refund. In addition to the delays, the attitude of the customer care reps is the worse I have experienced with a business. Don’t buy from this company, I DO NOT RECOMMEND THEM.

1 of 1 people found this review helpful.
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W in Toronto
W in Toronto
1 review Toronto, ON
0/10

Do not buy from here. Look in store.

I brought a rug from here and when I got it it wasn't the same as the picture. The quality and color was much lower. When I went to return it they said it must be shipped to the u.s and got almost 100$ to return it. Just do not bother with them. I believe another of their rugs have fake ratings. Just do not buy from them.

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