Ruggable Returns Policy

★
I purchased the Adeline Dark Wood...
I purchased the Adeline Dark Wood Tufted Rug (8x10) as a Mother's Day gift, and I was so disappointed when it arrived. The rug I received looks nothin... I purchased the Adeline Dark Wood Tufted Rug (8x10) as a Mother's Day gift, and I was so disappointed when it arrived. The rug I received looks nothing like the photos on Ruggable's website-both the color and overall design appear drastically different in person. It completely clashes with the aesthetic of my formal dining area. When I reached out to customer service with photos, I was met with a generic copy-paste response that didn't acknowledge the issue. To make matters worse, I was told I'd have to pay a $25 return processing fee-even though the product was clearly misrepresented online. I expected higher quality control and more responsive customer care. Sadly, I won't be ordering from Ruggable again. Read more

Cecy

★
Customer service AWFUL!!!!!!
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 g... 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!!!!! Read more

MiaM

★
0 for 3 - so bad!
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 ki... 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. Read more

Thomas

★★
Ruggable is making a fortune on...
Ruggable is making a fortune on returns. Please note their policy before committing, particularly if you are ordering small rugs. They keep $25 PER UN... 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 Read more

Jayne Hebrank

★
Crap
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 r... 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. Read more

Shelby Bittner

★
No customer service...no live person.
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... 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!! Read more

MINA

★★
Make it impossible to get a return
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 ridiculou... 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 Read more

Janie Mack

★
Do NOT order if you think there's any chance you'll need to return it
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... 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. Read more

Corinne

★
Denied return, NO Phone number published
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 requirin... 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. Read more

Linda Em

★
Awful company and terrible experience
Awful company. Nobody answers their phones, there's nobody on their chat customer service, the only way to connect with anyone is through e-mail and t... Awful company. Nobody answers their phones, there's nobody on their chat customer service, the only way to connect with anyone is through e-mail and that takes too much time going back and forth. I started trying to make my exchange on the 2nd of January, it's now the 23rd of January and I'm still going back and forth with them. Not to mention that their return/exchange is so difficult that if I was a senior citizen, there's not way I could figure out how do it. Ruggable (machine washable rugs) is a great idea, but a terribly company. I will NEVER purchase again! Read more

Jamie

★
Do not buy these rugs!
Do not buy these rugs!! Quality is terrible- they are paper thin, installing the rug will make you wish you spent good money on another brand and they... Do not buy these rugs!! Quality is terrible- they are paper thin, installing the rug will make you wish you spent good money on another brand and they make you PAY to return a rug you're unsatisfied with. On top of all this, they don't let you leave reviews on products until 50 days after your purchase. Super disappointed. Read more

Lisa Lotyczewski

★★★★★
I had to return a rug and it was...
I had to return a rug and it was initially given instructions for this, but returned it after the 30 day not realizing that it was a rule. Iw ould pro... I had to return a rug and it was initially given instructions for this, but returned it after the 30 day not realizing that it was a rule. Iw ould probably be better if they authorized a refund and gave you clear instructions about date parameters rather than just saying, return the rug at xyz address. However, I then reaced out to them because the rug was already mailed. Initially, I did not get timely emails back which made me quite nervous. Eventually, the issue was resolved and they refunded me and sent me a new rug. There was a lag in the communication which made me uncomfortable. Since the issue was resolved in the end, I was still give them 5 stars overall. I think the emails about how to return items should be a little more specific and clear about deadlines. Read more

Penny D'Souza

★
Don't Trust Ruggable
I purchased an 8x10 rug from Ruggable. The cost was 660 dollars. I read the return policy and the policy said you would get your money back if you ret... I purchased an 8x10 rug from Ruggable. The cost was 660 dollars. I read the return policy and the policy said you would get your money back if you returned it. Within days of receiving it, I tried to return it and they were only willing to give me $550 dollars plus a 25 dollar return fee. They lowered the price, I don't know the exact date, however it was too late as the rug was already in transit. I couldn't believe Ruggable did this. Also, It is impossible to speak with a live person. You first must go through a useless chat bot, then a chat person, who doesn't answer your questions, just provides information on how to return it. So I am out 150 bucks. Writing this to prevent this from happening to you. Read more

Lois Graydon

★★★
Difficult to access customer service
Difficult to access customer service. Their return fees are also abnormally high. I went back and forth with customer service for nearly two weeks try... Difficult to access customer service. Their return fees are also abnormally high. I went back and forth with customer service for nearly two weeks trying to resolve a mix-up on their end, with multiple days where I got no response. Ultimately they cancelled my order and I was left irked with the entire experience --- all for a $189 doormat. Read more

Rebecca Mark

★★★★★
Consistently happy with the product and service
Consistently happy with the product, the service and the return policy when needed. Great company!... Consistently happy with the product, the service and the return policy when needed. Great company! Read more

Jonathan Reimer

★★★
I ordered a large rug and runner
I ordered a large rug and runner. I was pleased with the quality but the colour of the runner was too dark for the space. I tried to ask for a return ... I ordered a large rug and runner. I was pleased with the quality but the colour of the runner was too dark for the space. I tried to ask for a return and it is nearly impossible to speak to a person. I am from Canada so the time to call is very limited. They are open from 8 to 1 on some weekdays. This is difficult when you work 9 to5 hours from Monday to Friday. I had to send an email or speak to their BOT. Needless to say, this has been a frustrating experience. I was also charged 50.00 for shipping the rug back with no compensation. There ARE NO exchanges! You can return the rug but then purchase another one online. When you invest in a product you expect better service. These rugs are quite costly so I would expect better service from the company. The fact that you can not get a hold of a live person to discuss your issue is quite frustrating. Not all of the answers are located in the FAQ's. Buyer beware Read more

Tonia Talotta

★
BEWARE: They will deny refunds
I ordered a rug and sent it back for an exchange. The new one was more expensive so I paid the difference. I returned that as well but was only given ... I ordered a rug and sent it back for an exchange. The new one was more expensive so I paid the difference. I returned that as well but was only given a partial refund. Customer service kept giving me different excuses for my remaining return. They finally told me that the rug "did not pass our return policy check because of Minor Cleaning". The rug was unfurled for about 5 minutes. Their returns system is completely arbitrary and obviously a way to keep your money. Rugs are expensive and it's horrific to treat their customers this way. Read more

Brit Sherman

★
Unfair non US return policy, do not buy if your international
I'm based in Canada and recently bought a rug from them. When the rug was delivered I immediately knew it was not the colour I was expecting. When loo... I'm based in Canada and recently bought a rug from them. When the rug was delivered I immediately knew it was not the colour I was expecting. When looking to return I was told international customers are responsible for there own shipping (and they offer no refund for these costs). I bough a 6x4 rug and the cost to ship back would be 50% of the rug costs! I'm sure they factored international shipping costs when selling me the rug. Surprised they're able to sell to Canadians without a fair return policy. From a customer experience perspective they should make this policy more evident at check out as well! Read more

Eddy Lee

★★★
I would leave a five star
I would leave a five star, but I need to reach someone with a problem I have. There is no phone # that I find, no email either. I'm trying to get into... I would leave a five star, but I need to reach someone with a problem I have. There is no phone # that I find, no email either. I'm trying to get into my account, says wrong PW, am I the only one that consistently has wrong PWs. : / I purchased the 6' round rug. Absolutely LOVE it! Separately I purchased the pad. Love the pad, BUT; being pad is thicker than the rug and rug over laps pad about an inch or two, it looks crazy : (( Plus it sets it up for someone to trip. I like the feel of the pad but I can't live with this curly look and accident to happen. How do I return the pad or is there a solution??? Read more

Rhonda Bond

★★
Tried ruggable
Tried ruggable, what I got wasn't a rug but a very ugly towel on a large Velcro patch. Looks nothing like the picture, the corners curls up and readin... Tried ruggable, what I got wasn't a rug but a very ugly towel on a large Velcro patch. Looks nothing like the picture, the corners curls up and reading other reviews that only gets worse. They want a $25 return fee for trying their Wierd towel thing that they try to pass off as a rug. There is no way they get the reviews their website shows unless they filter out all the bad and pay people to write good ones. It's total crap and they want $25 for trying them. Read more

Jessica Ventura

★★★★
Impressed with customer services but beware ordering at weekend
I accidentally ordered a rug and as it was over a weekend it was sent out to me before the customer services team hs seen my cancellations email. That... I accidentally ordered a rug and as it was over a weekend it was sent out to me before the customer services team hs seen my cancellations email. That was annoying however their response was good and they waived the return fee so happy about that. Read more

Sara Smyth

★★★★★
I just ordered my 4th Ruggable rug
I just ordered my 4th Ruggable rug. They look great. I like the idea that I can switch out the rugs without buying a new rug pad. They wash beautifull... I just ordered my 4th Ruggable rug. They look great. I like the idea that I can switch out the rugs without buying a new rug pad. They wash beautifully. There are lots of styles to choose from. I ordered a rug early in the pandemic. It hadn't arrived in a couple of weeks because of the fed ex troubles. I wrote to the customer service department simply to let them know that the rug was caught up in fed ex hell because I wanted them to be aware . I wasn't unhappy with them. They sent replacement rug to me that day. Both arrived within a week. When I asked how to best return one of them, they simply said “consider this an early Christmas present”. I am going to put this rug up as an auction item for an event supporting research into the cure for Rett Syndrome, a very rare random genetic disorder that unfortunately my wonderful granddaughter has. This is the kind of company we all need to support. Read more

Lynn Oveson

★
I was told I was in eligible to return...
I was told I was in eligible to return my rugs. Just received them yesterday they're still in their box they were shipped in. Nothing was wrong with t... I was told I was in eligible to return my rugs. Just received them yesterday they're still in their box they were shipped in. Nothing was wrong with the carpet I just ended up changing my mind. I'll would think twice before ordering from them. Read more

rebecca lippmann

★★★★★
Ruggable for Win after Win!
I am a return customer, time and again since my first purchase in 2019 of a 5'x7' rug. Having a large shorthaired dog, I am perpetually trying to keep... I am a return customer, time and again since my first purchase in 2019 of a 5'x7' rug. Having a large shorthaired dog, I am perpetually trying to keep my place smelling fresh. Ruggable does the trick! Some rugs get a weekly, and some a monthly wash. For quick cleaning, I sweep debris and dog hair off. Plus, I love the soft, silky micro-pile under my barefeet, while my dog loves the traction on the rug opposed to our hardwood. Read more

Beth Shaffer

★
Awful customer service
Awful customer service! I have emailed so many times for help to return a rug still in the box and they are not responding. As long as you are buying,... Awful customer service! I have emailed so many times for help to return a rug still in the box and they are not responding. As long as you are buying, they return emails. BIG "F" for service here. I will never order again and the rugs are marginal at best anyway. Read more

Kim Pacini

★★★★★
Great customer service!
I ordered a re-jute Ruggable runner back in December of 2021. Due to COVID and sourcing of materials, I did not receive the rug until March of 2022. R... I ordered a re-jute Ruggable runner back in December of 2021. Due to COVID and sourcing of materials, I did not receive the rug until March of 2022. Ruggable did keep me informed of the situation and did offer me a discount on ordering another rug for another area of my home while I awaited my intended order. The rug that arrived in March was, unfortunately, not the correct rug. It was still a re-jute but the incorrect size and pattern. I contacted customer service right away and after sending them some pictures to verify that it was the incorrect rug, they re-ordered the one I wanted originally and I had it within the week. I thought that they would send me a shipping label to return the incorrect rug but instead told me that I should keep it to use in another area or donate it to someone who might love a Ruggable! Wow! I am so impressed with their customer service and their product. My Ruggables are both in high traffic entryways and I am loving their washability!! Hint, hint Ruggable...I would still love to see a 4'x6' size especially for my front door and mud room entryways. Read more

Robin Winkelaar

★
I ordered a rug yesterday however
I ordered a rug yesterday however, after finding a better deal on their website, I emailed them few minutes after my initial order to cancel my first ... I ordered a rug yesterday however, after finding a better deal on their website, I emailed them few minutes after my initial order to cancel my first order. Their website states orders should be cancelled within 48hrs, so I was confident in the cancellation and ordered the same rug for a better price. Come to find out they have not responded to my cancellation request and shipped the rug the following day. So, I am now expecting to receive two rugs? Instead of one getting cancelled and refunded. I am guessing they will request me to send it back and pay for shipping myself? Useless company. Regret buying in the first place. I will take action if it comes to me having to pay for return. (Order #48743) Read more

I.M

★
Paid $400 for a large tablecloth
Paid $400 for a large tablecloth. This thing is NOTHING like a rug. Its flat as a pancake and wrinkles up all over my floor. I tried to return and got... Paid $400 for a large tablecloth. This thing is NOTHING like a rug. Its flat as a pancake and wrinkles up all over my floor. I tried to return and got crickets. Read more

Julie

★★★★★
Highly recommend; the perfect rugs for family living!
I just purchased my fourth Ruggable and it's safe to say that I'm obsessed. I have two small children, a puppy, and a husband - messes happen constant... I just purchased my fourth Ruggable and it's safe to say that I'm obsessed. I have two small children, a puppy, and a husband - messes happen constantly. It's so amazing to have rugs that I can pop in the washer and return to their former glory, time and again. I recommend Ruggable to everyone I know and I stand behind that recommendation firmly! Thank you, Ruggable! Read more

Grace Harding

★
If you live in Canada - DO NOT BUY!!!
I wanted to love this product, as I love the idea, but sadly the customer service experience ruined it for me. I live in Canada and had free shipping ... I wanted to love this product, as I love the idea, but sadly the customer service experience ruined it for me. I live in Canada and had free shipping on my order. I saw that I had 30 days to return the rug. When my rug arrived, the colours were different enough from the photos that I didn't like the rug in my room. When I inquired about a return, I was informed that because I live in Canada, I have to pay for shipping to ship the rug back to Illinois before I can have a refund. Unfortunately, the shipping is $300 for a $600 rug - it's simply not worth it. While I understand that in the FAQ section of the website it does have an asterisk at the bottom that says Canadian orders are responsible for shipping labels for returns. Even this is unclear. Why not just say - "the cost of shipping the return" - rather than "shipping label". I am very disappointed and would not recommend ordering a Ruggable rug if you are in Canada. Read more

Kristin

★
BE CAREFUL
BE CAREFUL: Check the return policies before buying. They say returns within 30 days but then if you navigate reallly far tucked away on their site, y... BE CAREFUL: Check the return policies before buying. They say returns within 30 days but then if you navigate reallly far tucked away on their site, you will find out that if you live within the US and return an item, even if it doesn't arrive in good order, you will have to pay a restocking fee (in the hundred of dollars) to return it. If you live in Canada like I do, you will have to not only pay for shipping to return the item, but also organize it yourself; meaning creating your own shipping label and spending a whole morning on the phone with Fedex while no one seems to know if you can get it picked up from your household or not (the box is too large to drop off at a centre). A real mess. Ive never put in a bad review before, but I am 200.00 out and have no rug to show for. Its been a week since the item has been returned (I paid the extra 10 bucks for a signature upon arrival) and I am still waiting for my refund on the rug. no news... total disappointment. I am quite disappointed. I had hoped to exchange the rug for another since it came out neon, but now I just want to return it and never have to deal with them again. We were going to buy 3 maybe even 4 of their rugs for our new home... now, you can forget about it. Read more

Emilie Boisvert

★★★★
I ordered 2 7" runners for my kitchen
I ordered 2 7" runners for my kitchen. The rugs turned up at the ends and were actually trip hazards for me. Additionally the fabric (jute) was not cu... I ordered 2 7" runners for my kitchen. The rugs turned up at the ends and were actually trip hazards for me. Additionally the fabric (jute) was not cut correctly (off bias) which cheapened the rugs appearance. Please be aware that if you do return rugs, they will charge you $25 per item. This was somewhat buried in their return policy. As an internet company, it seems that returns should be a cost of doing business since there is no brick and mortar overhead. Very disappointed...was hoping this worked since I loved the idea of being able to launder the rugs. Update: After several emails, I was able to get a total refund but only due to the defective nature of the rug. Be very sure that you want the rug to avoid a costly return. Eventually, customer service was willing to work with me on this but it did take effort. Read more

J Vietri

★
Item never arrived
Item never arrived. Shipping label was created, but they never actually shipped the item, FedEx confirmed that they never took possession of the rug. ... Item never arrived. Shipping label was created, but they never actually shipped the item, FedEx confirmed that they never took possession of the rug. Customer Service is a joke, they stated that I could return the rug...a rug I never received. I've been chasing getting this rug delivered for over a month. They need to stop spending money on Facebook advertising and put it toward their supply chain. Read more

Rodan PIMC

★★
Disappointed and underwhelmed
I was hesitant to purchase from Ruggable based on their reviews but fell in love with one of their Jonathan Adler designs, the black and ivory ink dro... I was hesitant to purchase from Ruggable based on their reviews but fell in love with one of their Jonathan Adler designs, the black and ivory ink drop. After searching high and low on every site I could find, I decided to go ahead and take my chances and buy the rug. I also bought a small door rug. I was extremely disappointed with both rugs. They look cheap. Appears that the pattern is printed on a blank 'canvas'. The colors are not at all like the photos shown and the ivory part had a blue tint. These rugs may be good for college kids, apartment living or to be put somewhere you aren't going for a polished look. Otherwise save yourself the $25 pee item return fee and don't be seduced by the cool designs. Also, the pads you put underneath are SUPER NOISY...who wants that!? The best thing I can say about Ruggable is that their customer service is responsive. Read more

Melissa

★
Nope!
Waited almost 3 weeks to get rug. Colors were not true to photograph. The $25 handling fee for returns is excessive to me. I guess I'm accustomed to t... Waited almost 3 weeks to get rug. Colors were not true to photograph. The $25 handling fee for returns is excessive to me. I guess I'm accustomed to the amazing customer service and return policies at Amazon. Won't order from Ruggable again. Read more

Dean Hewett

★★
At the moment I can't recommend this...
At the moment I can't recommend this company. I bought a rug from the U.K site but the colour was not what I expected. This was not the fault of the c... At the moment I can't recommend this company. I bought a rug from the U.K site but the colour was not what I expected. This was not the fault of the company- hard to judge when you buy online. However trying to return it has been difficult. Still waiting to hear back from customer support, and there is a fee to pay although I don't know the U.K equivalent sum yet. I had wanted to exchange the rug as I like the idea but it's too risky when there is the return fee to pay, plus exchanges aren't available if you are outside the U.S. The U.K site is not in the U.K. Read more

Farrell Anna

★
Ruggable's customer service is HORRIBLE
Ruggable's customer service is non-existent. I wanted to exchange my rug as the color was not at all like portrayed in the photo. They do not have a p... Ruggable's customer service is non-existent. I wanted to exchange my rug as the color was not at all like portrayed in the photo. They do not have a phone number, they do not answer emails. They have ABSOLUTELY NO WAY to get answers to questions. They do have a field on the website to request a callback, but it is inoperable. I would check elsewhere. I am stuck right now with a rug I cannot figure out how to return. DON"T BUY Read more

J. Taylor

★
Placed an order for a rug at 11am on...
Placed an order for a rug at 11am on Friday, I then changed my mind on the rug and per the cancellation process I emailed to cancel the rug 7am Saturd... Placed an order for a rug at 11am on Friday, I then changed my mind on the rug and per the cancellation process I emailed to cancel the rug 7am Saturday (within 48 hours) however, no one came back to me and the rug has shipped so now I need to pay to return it?? I think this issue lies with the company and not with me. Perhaps when it comes to be delivered I can refuse it and have them return to sender? Reviews say it's hard to get a refund so may claim this through my bank to ensure I am paid in full. Read more

louise cameron

★★
Less quality for a rug
Sad to say but the rug is not a rug but a Mat. I have ordered 3 without properly checking. I would not recommend buying from here if you are looking f... Sad to say but the rug is not a rug but a Mat. I have ordered 3 without properly checking. I would not recommend buying from here if you are looking for good quality. I am however so far happy with the service I received in terms of returning the items. Josh from Ruggable team responded to emails without any delays. I'm thankful for that and now waiting for the delivery company to pickup the packages for return. Read more

Tirasha

★★
Don't order if you're in the UK!
Don't order if you're in the UK! My rug came and it looks cheap, plasticy, and nasty so i arranged a return which costs £28! It wouldn't be so bad if ... Don't order if you're in the UK! My rug came and it looks cheap, plasticy, and nasty so i arranged a return which costs £28! It wouldn't be so bad if i just hadn't liked the style, but spending that kind of money to return something because the quality is so poor seems unreasonable. Read more

Lu Greer