Great service on a quality product! I ordered the runner and it came quickly and is perfect in my space so I felt compelled to order the larger size too. The support and help from customer service was amazing. Thank you so very much! read more

I got two great rugs from this business and also got excellent customer service. Who knew that in this day of AI-generated everything, there are actual humans who respond when you need them! Have seen other negative reviews and cannot understand them because this company responded almost immediately (and personally) to my every question along the way. Highly recommended! read more

Such an amazing female owned and small business! Their customer service was amazing. I ordered 3 rugs. One had a defect along the edge. I took a pic and emailed it to customer service. Less than a day, Jamie not only emailed me but also called me to let me know that she had been in touch with the vendor and requested a replacement. My replacement was sent to me asap and in perfect condition. Jamie also emailed me again to follow up to make sure I received my replacement rug and that it was as expected. Love this company and will continue to buy from them. Thank you Rugs Done Right! read more

I wish I could leave zero stars. This company should be called Rugs Done Wrong. They are a middle man for Dash & Albert/Annie Selke and I would never use them. I ordered 3 rugs and was told they would be delivered in 4 days, as I needed them for an event. Rugs never were delivered so I cancelled the order, only to find out that they were "shipped" on the same day I cancelled it. Finally got them to issue a return label since I did cancel the order. Just got my refund minus $50! They charged me for shipping the cancelled order back to them. What a rip off. Never use this company. Go directly to the manufacturer. Now I will never order another Dash & Albert/Annie Selke rug again. read more

I bought a rug that smells, strongly, of chemicals. I contacted the company to request a return - their response is that it simply couldn't possibly smell. It does - I'm not lying. Also, the rug is located in my house so not sure how the company can determine whether or not it smells. The company refuses to work with me and wants to charge me hundreds of dollars to return it. There are lots of rug companies online - would strongly recommend skipping this one. Poor quality product, dismissive and indifferent company. read more

Rugs Done right- where to begin. Well, send me defective rugs that do not match each other and then are falling apart. Then, when I want to return said rugs, no problem except there is no info on how to do that. When you fill out the "returns form", they tell you they will get back to you in 1 to 3 business days but do not. The live chat person literally told me they do not have a phone to call the returns department. They tell you to be patient as you wait days with no updates or how to return. $800 plus dollars later and still no resolve. They suck to not too fine a point on it. Here I sit, minus my money with rugs that are defective.....nice. read more

Rugs Done Right - Customer service does not have a phone. - Rugs Near Me - Framingham, Massachusetts

RDR is a terrific online rug store with excellent selection and customer service. We use them for all of our rug purchases -- approximately 15 over the past 10 years (including their prior dba). They obviously don't MAKE the rugs, so there is no point in stating that the rugs we purchased from RDR are awesome (they are). More importantly, RDR carries a wide range of rugs along the quality and value spectrum -- from inexpensive, synthetic, machine made rugs to expensive, New Zealand Wool, hand knotted. We have purchased some from each category and love them all. Keep in mind that in addition to the actual build quality of the rugs, RDR doesn't control shipping -- that task is usually done by the manufacturer. So complaints about shipping are better directed to the company that made the rug, not the company like RDR that sells it. The key attributes of a rug seller (in the categories that they actually control) are selection, price, and customer service. RDR is tops in all three of these categories. Note: I read some of the negative reviews and, frankly, think that they authors probably were writing about the wrong company or did not actually try to buy a rug. I've dealt with this company for 10 years and have had nothing but positive experiences. read more

Rugs Done Right - Rugs Near Me - Framingham, Massachusetts

AVOID- This is not a legitimate business. I ordered a rug earlier this summer. My card was charged but I never received tracking info. I contacted the company numerous times by phone, email, and through their website- no response. I believe they are in the process of going out of business ( according to their website) but have not issued refunds or communicated with me in any way. Their website is still accepting orders- DO NOT ORDER FROM THIS COMPANY. Eventually I had to dispute the charges with my credit card company. read more

Sub-par customer service, long delays waiting for shipment.

Received excellent service & prices from order team 60 days ago. Had to postpone delivery slightly due to our 2-week vacation, but nobody there can respond whether rug was shipped, remains in warehouse, or if/when we might expect delivery. No warm feeling about this transaction. Though I sorely dislike giving poor reviews to any small business, tried all week but received no straight answer. Tried and failed to escalate to owner Jamie who has responded to some yelp reviews. Seems that RDR should be gaining customers from positive experiences instead of leaving them hanging. read more

Do not purchase from this company. I ordered a rug June 2 and they have sent me the wrong rug twice. They were happy to help me at first and picked up the incorrect rug but sent me the incorrect rug a second time. They are now ghosting me since 7/11 after saying they would follow up with me (the company knows they have sent me the wrong rug) even though I have tried to contact them via email, phone and messenger via their website multiple times the last two weeks. It is now August 2 and I just want the correct rug or my money back. I am not asking for a lot and have been very kind and professional with Jamie (the company's contact) but she will not respond. Please look at their FB page. The FB reviews consistently report what I have experienced: poor to no customer service, wrong item delivered and not returning money. read more

started out strong and quickly unravelled. I would definitely give zero stars, pretty sure everyone is getting ripped off. Ordered a rug 6/15/22 and its not shipped. I've called countless times, left messages, "talked" the to robot on their website, and even desperately insta messaged them. no response as to the status of my rug. I happen to live 20 mins from the office in Sudbury so I went up there today and they have a sign stuck to the door that says they are temporarily closed and to visit them on rugsdoneright.com. Also....there serveral rugs just lying in the hallway of outside their door. I've canceled my order and now I hope that I just get my money back...but I have a horrible feeling that its not goin to happen...I smell a scam.... what a waste of time and money. read more

This company is out of business. Do not order online from them. They will not take a call or return an email. I ordered a rug from them in November 2021 (10 months ago) and was fed lots of supply chain/shipping delay reasons. I gave them every benefit of each doubt. They last promised me shipment in June. That date went and they have now gone dark on me entirely. I am a verified customer who paid them a lot of money. They have yet to send me my order and are now hiding. Their lease is canceled and they don't take or return phone calls. read more

I would give zero stars if I could. Good luck ever getting any customer service here. I ordered a rug and found it $300 cheaper on another site within minutes. I attempted to cancel, and they never responded to phone, email, or online cancellation request u til after the rug was shipped. I then requested price match in accordance with "110% price match guarantee" on their website. It has now been over two weeks and I have yet to hear back from multiple calls, emails, chat requests on the website except to say "a supervisor will look into it." Going to contact my credit card company. I did receive the rug, but other than that pretty much everything about this company is a scam. read more

I bought a rug from rugs done right January 2022. When I followed up in March they said the rug was on its way. Though it was only supposed to take six weeks. I asked for a refund in June but they refused to communicate with me. I have left several emails and voicemails and still have not received a rug my refund or any communication in NINE MONTHS BEWARE read more

I bought a WHITE rug and it arrived GREY! I requested a refund and the company refused to pay the shipping label, although on its page it doesn't say that I must pay the shipping to return it. They have a list of items that the customer is responsible for, but my item is not listed. This company doesn't care about customer experience. I had to dispute the transaction. read more

Selection and prices are excellent but their delivery times are grossly misleading. Have been waiting 4+ months for a rug that the site says is typically delivered in "1-3 weeks". While customer service is very responsive, they have yet to change the website delivery times after I've pointed this out several times. read more

I have been calling and emailing for 2 weeks and have not received a response!!! I placed an order for $631.96 on July 18, 2022 and never received it (it's still listed as "pending"). I simply want a refund and no one will contact me!!! read more

Update to previous review -- so you will note that the owner claims in her reply below they do not have this name on an order. That is correct as I do not use my legal name on this site because I don't want to be dogged by a company I gave a bad review to. I DEFINITELY ordered from this company. In fact the lady who thinks I have them confused with another company is one of the people I believe I dealt with. Rugs (by the way) that I finally got 6 months later are fine. It was the experience with the company itself that was HORRIBLE. So I place an order back in January or February of 2020. I heard nothing for weeks after ordering. Eventually I call or email (can't remember which.) Rug is supposedly out of stock but company claims they will talk to their warehouse (thanks for telling me). Weeks go by, no communication. So I email them. I get an answer saying the warehouse is out of stock (okay, why didn't you let me know this) so now rugs will have to be shipped from overseas. Grrr. Okay. How long will this take? 6-8 weeks. Okay. Eight weeks goes by, no communication. I contact company, am told because of Covid orders are behind and it will be another 8 weeks. Okay I get it. We're in a pandemic, this makes sense. Another 8 weeks goes by. Again, zero communication, zero updates. I email. No reply. Email again, no reply. Email 3rd time, no reply. Meanwhile more weeks are slipping by. Finally I CALL the company and raise holy hell. Oh NOW I have someone's attention. (I am not pissed about the length of time, I'm pissed because they don't communicate. They don't tell you why your order is delayed or how long they think it will take. They are as vague as can be and they never initiate communicating with the customer regarding back-orders and delays.) The person STILL can't tell me where my order is or the status except to say it is still out of stock, so after waiting over 6 months for my order I tell them to CANCEL IT and refund me. I am told they can't do that -- I have to fill out an online cancellation form, which I do. Then I get an auto-reply that says someone will get back to me about my cancellation. Again, I don't hear from the company for 3-4 days regarding the cancellation despite the fact that I'm told someone will get back to me within 24 hours. Suddenly out of left field I get an email saying they "found my order and they are going to ship it out." I CALL them back and say NO I CANCELLED the order LAST WEEK. Now the interesting thing about this is that several other reviewers have said they had the same experience with this company (check other reviews -- same experience) -- that as soon as they "cancelled" their orders got shipped out. Hmmmm. Seems fishy. So then I demanded to speak to the owner or manager who was quite snotty and who I got into a huge fight with about this on the phone who claims they answer ALL of their emails. (No they don't - just read the other reviews). She claimed my order had been shipped several days previously and that I have received an order confirmation so obviously it was impossible to cancel my order. NOPE. I had NO order/shipping confirmation in my emails. But guess what? An order confirmation MAGICALLY appeared as soon as she and I hung up the phone. Hmmmmm. Part of the reason for this bad review was her snotty attitude. No apologies for how long I had waited. No apologies for their absolutely abysmal communication. Only defensiveness about how they had done everything correctly and I was wrong. Apparently she never went to the Marshall Fields and Nordstrom's school of "the customer is always right" training because instead of taking in the information I was telling her and using it to improve her customer service she just alienated me to the point of writing this very nasty review. Grrrrr. Got the carpets the next day (they appeared to be overnighted, not shipped the previous week as claimed). Rugs were nice. They were fine. But the customer service was a FREAKING NIGHTMARE to say the least. Ironically at the same time I was going thru this I had ordered an outdoor grill from a company called BBQ Guys. OMG the customer service was AMAZING. They sent me multiple emails on the status of my order. They sent me an email updating me on a partial backorder. They sent me multiple shipping / delivery updates. They even CALLED me to let me know my order would be late. I was SO impressed it made this companies customer service look that much worse. Seriously Rugs done Right, you are Rugs done Wrong. If you want to learn customer service, I suggest you contact BBQ Guys and learn their customer service system. Because yours is a total fail. read more

I would definitely recommend Rugs Done Right to anyone in the market for a new rug. I experienced EXCEPTIONAL customer service. Kelly is the absolute best. When FedEx misdelivered my rug, Kelly worked with me nonstop to replace my rug. She proactively contacted me whenever there was an order update and even followed up when I received my rug. I would definitely order from them again! read more

Rugs Done Right - Love my new rug! - Rugs Near Me - Framingham, Massachusetts

AVOID!!! Just pay a little extra and get the same rug from RugsUSA, wayfair, rugstudio, etc. Rugs Done Right sells the exact same rugs that dozens of other online dealers carry, difference is this is a dishonest company ran by a crooked lady and some rude employees. if you happen to not be 100% satisfied with your purchase, they already have your money, they have no interest in fixing their mistakes. After 2 weeks of haggling back and forth in emails, they said my returned rug was damaged and denied my refund. Look at the pic- you can see they just slit the package open, the rug isn't even damaged. Crooked! Must be cutting a lot of corners if they can't afford to refund a $100 rug - I'm even replacing my debit card because I don't trust these people having it on file. read more

Rugs Done Right - sent me the wrong color, made me pay return shipping, then rejected delivery claiming damage in transit. Rug was returned to me, no damage. - Rugs Near Me - Framingham, Massachusetts

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Everyone was very friendly. But unfortunately, after confirming in a chat with a live person that the rug pad should be ordered in the same size as the rug, it arrived and was too big. Simple solution offered: cut it with scissors Not exactly what I had planned when paying so much AND after I double checked via the chat. SAD :( read more

I replaced a room sized rug with the same pattern that i had purchased from a furniture store years earlier. I was so pleased to be able to find this rug because the colors still work in my home. The colors are vibrant and the pattern is abstract and very attractive. read more

Rugs Done Right - Rugs Near Me - Framingham, Massachusetts

Why oh why didn't I read these reviews beforehand? Here's why this place has the cheapest prices - its because you pay for your own return shipping. I bought a 9 x 12 rug, it didn't look that much like the picture and the color was wrong so I cheerfully began to ask how should I send it back. the first person said, oh about 50 cents PSF. ok ouch I thought but ok. Then finally the chat bot began to make clear the ugly truth - NO refunds on large rugs - only higher value exchange AFTER you pay the $150 shipping! The worst part is that all the chat-bots do is keep telling "its posted on the website!" It was a horrific customer experience. All goes well so long as they are GETTING your money, but when its time to refund you money, its like the lights are off and no one is home. DREADFUL experience. (ps - I'm pretty sure the 5-star reviews are written by employees or their web developers since they all sound like ad copywriting) AVOID AVOID AVOID. read more

TERRIBLE CUSTOMER SERVICE Will NEVER do business with this company again and will NEVER recommend them!!! THEY contacted me to ask if I could return a sample - since I no longer needed it, I agreed. They stated I would be reimbursed in full. I let them know the return shipping cost, once shipped, only to be told they don't reimburse for that!!! I would not have returned it, had they said this initially, since I am now out the return shipping fee. read more

If I can give 0 start or negative points, I would've done so. The company is not honoring what they agreed on, instead, kept saying it is my own misunderstanding. I originally placed the order for a 7 x 10 rug in Jan/Feb 2019 and few days passed by, never got a shipping notification, I reached out to the customer service, and was told the rug I placed is on back order to April (however, when I placed the order, it said it is in stock). I was not happy no one ever contacted me and then I was offered with several other rug options if I'd like to purchase rather than waiting for the original one. There was one option I thought it potentially might work out, however the price was higher than my original order, therefore, prior I placed the order, I emailed the customer service and asked I want to make sure if I don't like the higher priced rug, I can go back to my original order and get the price different refund along with a free return shipping and if all yes then I will place the order. Here is the response I got from the customer service: [Because we ship to you for free, the only way to qualify for free return shipping would be with an exchange order of equal or greater value. Oversize items (8' wide or larger) do not normally qualify for the free return shipping promotion, but I can make this exception for you.] Based on the reply I got, it sounds like I will get a free return shipping hence, I placed the order. I received the higher priced rug and did not like it, I reached out to the company and asked for a free returning label and now basically they are saying it's my own misunderstanding, they never say I could've had a free return shipping label. This time, I called and spoke with the supervisor and still, the supervisor insisted it's my own misunderstanding, I explained how this could be a misunderstanding? I asked specifically whether I will get a price difference refund (because I'm fine going back to my original order) along with free return shipping for this higher priced rug and according to the answered they emailed back to me, they stated they would make an exception for me. The supervisor kept saying it's my own misunderstanding of their policy.... it felt like we were just talking in a loop..... Therefore, I thanked her to let her know, well at least your company is fast at replying email and answering phones, some companies don't have that. But the way you deal with the customer is NOT professional. In my opinion, they cannot just say it's my misunderstanding when it is truly not. I let her know I'd pay for the returning shipping and I want my refund for both order and do my business somewhere else, and I will definitely spend my time and effort to file a complaint about their business, I'm not trying to be a difficult customer, but this is way off line, when your company simply just use "misunderstanding of your policy" as an answer, that's NOT OK or appropriate. I have more than 10 people who read the email (see pictures) and everybody told me the company clearly made a promise to do an exception to give me a free return shipping. I ended up having to pay the shipping which cost me around $230 (the total I paid for my order is around $530) because otherwise, I won't get my refund. The customer service basically was like well you have to send the rug back within 14 days upon receiving to get your refund. since they broke the promise that they won't give me a free shipping label, I had to pay the return on my own cost. I contacted Better Business Beaurau but no resolution. The company is most likely will be fine to do business with until there is an issue regarding your order. Also, if a company can lie straight​ in your face about the promise they made in the written email (see pictures ), theyprobably​y really don't care about a lot of other things rather than your money.... I paid $230 returning shipping to learn that. That's why I'm writing all the reviews I can to warn you! read more

Rugs Done Right - The reply from the company - Rugs Near Me - Framingham, Massachusetts

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Bought and paid for a rug almost a month ago. Email confirmed the order the next day. Then crickets. Radio silence three weeks. I reached out and was told it was definitely coming. Four+ weeks now and NO communication from the company. NO rug. But, my credit card WAS charged and interest is accruing. The "people" on here reviewing this place are obviously paid-for shills. There is no way that this counts as customer service! The whole buying experience has been an exercise in futility. The website is a nice gallery of rugs, sure... but at this point I honestly doubt any of them are actually able to be purchased. Just a front for some place to process/collect $$$$ off folks' credit cards and hold onto it and laugh at the stupid customers that gave it up. Contacting the CC company and initiating a chargeback. This is absurd. Waste of time and energy and a month waiting on something that probably never existed in the first place. read more

Excellent web site. easy to navigate and find exactly what you need. The customer service is personal and friendly and they obviously care that what you're buying fits your needs just right. Their name says it all. Couldn't be happier with my purchase. Highly recommended. read more

DON'T purchase from this company! I purchased two rugs from them but wanted to exchange them because I realized they were not the size that I needed when I received them. I made phone calls and left messages and sent emails, I got no retuned calls, nor did they answer my emails. That's sad! Finally just stopped trying to contact them. read more

DO NOT BUY FROM THIS COMPANY.....RUDEST WORST COMPANY-CUSTOMERSERVICE EVER!!!!!!!!!!!!!!!!!!!!!!!!!! LESON LEARNED :-( I ordered a rug and right after I did the same rug came that I originally ordered for $39. This rug wa $75 SAME RUG!!! canceled right away.. NOT EVEN 2 hrs later. The next day I received a email stating they could not stop it & THEN I received an email stating the rug was shipped. Now I'm trying to send it back there is nothing else this company has that I want & they to me I had to do an enen exchange. I NEVER EVEN REMOVEED IT FROM THE BAG!!!!!!!!!!! SO ANGRY... Ripped my off of $75. read more

I would give them a zero if that was an option. HORRIBLE customer service. I received the wrong rug. I ordered a rectangular one, but I got an oval. Since there are no returns, I need them to send me the correct rug. But they don't anwswer their phones, respond to email, or get on a live chat. I started a live chat and kept the chat window open for more than 5 hours and never got a response. Do not buy from this terrible company!! read more

Rugs done right is THE PLACE to go if you're looking for any rug type. Contemporary, traditional and so much more! Great service, great products and ease of mind when using this company... thank you to all the great workers at Rugs Done Right! read more

The company lacks transparency and is not honest with its customers about when their order will be shipped. Every week, for the past month, they kept telling me it will ship in 7 days and I still have not received it. Additionally, their customer service reps who answer emails are rude. I would not recommend purchasing anything from this company. read more

3 weeks ago I ordered 2 rugs from this company and have been waiting for my rugs. I called last week and was told they would contact me with a tracking number once the rugs shipped. Yesterday on August 9 I found the rugs for less on Wayfare.com so I ordered them and tried to cancel these figuring they haven't even shipped them yet. First I'm told I have to fill out a cancellation form which I did and then today I got an email telling me I can't cancel because they have already shipped them. I said I was told I would get a tracking # when they ship but never got one. So now I'm waiting for customer service to call me back to see if I will be able to send them back at no charge and get a refund. So far it's the Worst company ever to deal with! I made the mistake of choosing to make the monthly payments using Koran's. Can't wait to see the cluster this turns out to be read more

Take a hard pass. Rugs Done Right shipped me the incorrect rug but is not providing a return pickup or a refund (what???) even though I have the full paper trail acknowledging the incorrect shipment and promising to pick up the incorrect rug. Thankfully, I kept the full paper trail and am disputing their charge through my credit card provider since it seems that deceptive practices are their specialty. read more

Update that we received our rug several weeks later and although the customer service and communication could have been much better, the rug itself is as promised and excellent quality. So, ultimately, the product is excellent but be prepared to wait several weeks for delivery. Bumping up to 4 stars. read more

Terrible experience!! Took longer than stated to arrive with a rug that looked NOTHING like the picture displayed prominently on the order and confirmation. When I requested an exchange, they referenced a disclaimer that the actual pattern might vary from what's displayed (um, huh???) and wanted to charge $40 for shipping to return. read more

This company is horrible. I made a mistake and ordered the wrong rug and realized immediatly (less than 10 minutes of placing the order). Anyhow they shipped me the rug and ignored my cancellation request. They won't let me return it , since it was on clearance. I made an honest mistake and got confused . They refused to honor my cancel request which was made in advance of the shipping. Will never consider using them again and will tell friends not to use them. read more

I found their website after a search for a rug. They boldly advertise a willingness to price match 110%. I contacted them via chat providing direct links to mainstream online competitors (Wayfair & Hayneedle - at nearly half the cost), and the following day submitted a claim form, as directed. They advertise a 1-2 day response. As I want to actually place the order ASAP for the rug, over the following days I requested follow-up on the price match, but was put off claiming a response will come. It did not. Finally, getting frustrated, I reached out and asked if they wanted to sell me a rug, and if they delay price match requests hoping that a competitor's lower price will rise so they don't have to match. No answer to that question. Then, I'm told they claimed they sent me a message stating that the requested rug is now suddenly back-ordered (for over 2.5 months), while competitors show availability within a week. No such message was received. I'm done with them, and they no longer need to price match for me. read more

If I were to name this company, it would be Rugs Done Wrong. I placed an order for a 9 x 12' rug. After two months of literally no communication, I wrote the company inquiring about my order. Communication online was quick and a girl responded very politely, I will add, that she would check into the delay directly. She responded the next day and said it was still two weeks out. I decided to cancel my order the next day through their provided form. Ironically, I received an email stating my order was in the process of shipment that very day and they could do nothing to change or stop it. I then inquired about an exchange which is offered on their site. Buyer beware - you cannot make an exchange for an oversized rug. Ok, perhaps that was my fault in neglecting to see that fine print for returns. Thus, I said I would go forth with returning the rug and understood I'd be penalized $162 for the initial shipment. They sent instructions for returning the rug. Low and behold, I NOW had to not only wrap the rug in its original packaging (which I did save), BUT ALSO pay to return the rug, along with adding insurance. Outcome - my so called "GREAT PRICE" changed from $799 to a refund of $799 minus $162 minus what I would pay to ship it back.....another $162 + insurance?????? What a deal? Right? WRONG!!!!!! read more