I needed a custom size runner for a hallway and found the perfect one at RugPal. The colors on the website photo were true to life and the quality of the runner is excellent. It's exactly the size I needed, and the edges are bound very well. The rug arrived quickly and well packaged. It's gorgeous and the price was great. I'm very satisfied with the quality of the rug and the ease of purchasing through the website. Excellent product and excellent service.
By homedecorator
Good quality
Good selection. Good online service
By NICO
Great rug-buying experience
My experience of buying my rug through RugPal was great, from using their website through enjoying our new rug. The site was easy to use, prices good, and delivery very fast. The rug is better than I anticipated in that it has a bit more color than I envisioned.
By Mary M.
Very easy to deal with great prices…
Very easy to deal with great prices customer service is awesome!
By Hugh H.
Quality Company
5th or 6th purchase from Rugpal in the last 2 years. Always quick and responsive, good email notification and quality products. They also stock products I cannot find anywhere else on-line.
By Chris
Terrible customer service
Bought through Houzz. f I could give negative stars, I would. This whole experience has been really awful. I ordered two rugs from the company, one runner and one large area rug. When they arrived, the packaging for the area rug was opened at the end, because the company only shrink wraps the length of the rug, and then puts an inefficient sticker on the end to enclose it. The ends of the area rug were exposed and filthy. I let the company know that I would like to return the rug, and before I heard anything back from them, FEDEX was at my home, saying that they were here for a pick up. I asked if they were here for the rug, and they said that they had no information about what they were picking up. As I had no idea if my husband had planned for a package pick up of another item I was unaware of, or if this was for the rug, I declined pick up until I actually heard back from the company. The FEDEX employee said he'd they'd return for pickup the following day (Saturday) or Monday. When I did get a response, they said that the pick up was for the rug, but that I had to package the rug (which I never opened), and label the rug with extensive return information, which they neglected to actually provide the specifics of. This meant that I had to go out and buy packing tape and get material to do this, and then figure out the details they left out. I waited all day Saturday for pickup and wasn't able to leave my house, but there was no pick up. On Monday, I didn't work because I had to be present for pick up. The rug was picked then, and we awaited a replacement rug. I was also told that Fedex would try 3 times to pickup the rugs, and if I missed all 3, the return would be void. The replacement rug arrived, in exactly the same type of shoddy packaging with even more damage to the rug. I contacted the company again and let them know what was happening, and explained that I was losing time and money dealing wit this situation. I expressed that I'd like to work out some sort of refund, and perhaps just personally pay to have the rug cleaned, so that I could have the rug in my home sooner, as I had already waited so many weeks. They offered me $23.00, and before they received a response from me (which was less than 24 hours) and I could discuss the terms and negotiate something that felt fair, they began the shipping process for a new rug, and said that I was expected to once again return the damaged rug. Once again, I had to miss work and wait for a pick up. I was told that I could put the rug on my porch for pick up, which I was uncomfortable doing, as packages are often stolen in my neighborhood, and I would ultimately be at fault and lose even more money if a theft occurred. The replacement rug arrived properly shrink wrapped in good condition. I asked that the company give me a full refund, given the fact that I've monetarily lost money on this whole exchange, and they offered me $66.00. I spent approximately nine dollars on packing tape alone, and fourteen to use the mandated plastic for them to accept the returns.
By Carlisle C.
Response from RugPal· Mar 28, 2019
All of our rugs are packaged and shipped the same way for each order therefore the damages incurred on both the original and the first replacement shipment on this order were rare occurrences with the carrier that we had no control of. We regret that the customer was inconvenienced in this situation. With all claims we work as quickly as possible to rectify the issues. The customer was notified with instructions for the pick up of the original rug that the carrier would make up to 3 attempts to pick up and to be sure to repackage the rug in the original material if they have it. The photos the customer provided showed that they had not unwrapped the rugs therefore they only needed to tape the packaging on the end that was damaged. At times a customer might have to purchase packing tape to do this however it can be found at low prices at retailers such as Walmart. The instructions specifically say that the customer does not need to be home for the pick up as long as they leave the item in a location that is easily accessible to the carrier driver. We can not control if your neighborhood is not safe for an item to be left on the doorstep and therefore if the customer has to be home for the pick up this is not our fault. We attempt to make the return process as fast and easy for the customer as possible. We will only ship a replacement for damaged or defective items received if the customer requests that it be done so all replacements for this order were requested by the customer at the time the damaged item was reported. We did provide the customer with a 50% discount for the rug that was damaged in the first 2 shipments and she accepted the discount however according to her review expected us to give her the rug for free. We always try to accommodate the customer for these situations to the best of our ability however it is not feasible for us to give our products away for free.
Had to call twice to get satisfaction
I ordered a set of three kitchen rugs, which were in stock. The money was withdrawn the same day. After not hearing from anyone at Rugpal for 3 weeks, I called to find out what happened to my order. The next day I had a shipping notice. When my carpet finally arrived, there was only one. Not the 3 that were ordered. I found the carpets somewhere else online for the same price so I decided to return this carpet. I didn’t want to pay the price for 3 and only get one. Misleading advertising. I followed the instructions and returned the item. I never heard anything else from the company. After waiting for 3 weeks again after the carpet was delivered back to Rugpal, I decided to call. Amazingly I was told that they would process my refund. I did get the refund but it’s the fact that I had to call them to get my carpet even though they pulled my money right away and I had to call to get movement on the refund. Too many other businesses on the internet to deal with Rugpal again.
By Tim A.
Response from RugPal· Mar 11, 2019
We sincerely regret that the return and refund process took longer than the customer expected. Once a customer ships an item back it can take 2-3 weeks for the return and refund process to be completed based on the length of time for the carrier to deliver the item, the warehouse to receive it in, and the quality assurance department to complete all inspections. Once this has all been completed then the refund is processed and the refund would have been issued on this order within that timeframe regardless of whether the customer had reached out.
16’ Runner
Affordable, quick shipping and a beautiful rug! Very pleased :)
