I purchased several small rugs to…
I purchased several small rugs to coordinate fabrics and rugs in a room after reading the return policy that said all items except "custom orders" could be returned. No where on my order form or my confirmation email did it say the standard size rugs that I ordered were "custom" and could not be returned. I was only notified of this the next day when I received another email telling me my order was "made to order" and could not be cancelled or returned. Rug Studio did give me a store credit but refused to apply the credit to a purchase I made the day before I was notified that I would not receive a full refund to my credit card. They said they do not have the capability to do this. I find that hard to believe in this day and age. I will not be ordering from them again due to their deceptive return policy language
By Kristine M.
Response from RugStudio· Jul 16, 2026
Thank you for taking the time to share your experience, Kristine. We're sorry that you remain disappointed. We would like to clarify a few facts for anyone reading your review. The rugs you ordered were made-to-order items, and the page where you ordered the rug clearly stated in red that these items were made to order and not returnable. These disclosures are provided before and immediately after purchase so customers have the opportunity to review the terms. Although your order was not eligible for return under our policy, we made an exception because you were a longstanding RugStudio customer. As a courtesy, we offered to accept the return in exchange for a store credit, and you agreed to that resolution. After the return was completed, you requested a cash refund instead, which was outside the accommodation we had already provided. Even after that, we offered to return the rugs to you at no cost if you preferred not to keep the store credit. You declined that offer. We also note that the store credit has since been used toward another RugStudio purchase, which suggests that the accommodation ultimately served its intended purpose. Our goal has always been to treat our customers fairly while honoring the policies that are clearly disclosed before purchase. We believe we acted in good faith throughout this process and wish you nothing but the best with your new rugs.