TERRIBLE!!! I have been on hold for 20 minutes. no one even picks up and asks why your calling and I have not recieved my rug i purchased 3 weeks ago? I will be reporting them to the BBB immediately and calling my bank to reverse the charge. SMH I also sent 2 emails to there company with NO REPLY. But I keep getting advertisement junk sent to my email daily... Do better people
Order online, got less then 24 hours later. Pictures in the site identical, good price, good quality.
BAIT & SWITCH! The website has photos of giant rugs in front of sofas for great prices, but then you read the details, and the price is for a 2 foot by 3 foot rug, which is about the size for a bathroom rug. Very disappointed. The prices are not very good.
I received my "vintage" rug in just a few days and it is perfect. It actually looks better than I thought it would. Very satisfied.
I cant believe the low quality of these rugs. Immediately tried to return and got the worst run around ever.
I've been trying to get in touch with this company for hours
Says line is disconnected. Placed an order and they took it out of my account. Still no confirmation or anything
Any advice, PLEASE
I placed 4 orders with them, the 1st went fair, however the rugs came poorly folded and 4 days apart. The next order a week later, was declined, claiming "fraud" 3rd. same issue. Call Amex and they assured me that the transactions went through properly and the funds were being posted in the merchants account. The funds were refunded to my Amex account. This happens twice, the last, the staff were all very script-like and "Jamy" insisted it had to be done via PayPay, which we did. The experience was very insulting and they have no customer relations protocols to 'keep your clients happy' NONE. This was our last purchase with this company.
BTW, you try speaking on the phone to address your concerns and on 3 occasions had to wait over 26 minutes with no results, no one knew what to do, NO ONE. Sad !
Very Happy To Receive A Free Rug today.
I was a Winner of the Giveaway.
Thanks eSaleRugs it was a Nice surprise.
I urge customers looking for rugs to avoid this company. I ordered two rugs and a custom cut rug pad. The rugs came, but the pad never arrived. Repeated attempts to contact eSale Rugs were unsuccessful. I tried telephoning and was on hold in one instance for more than an hour. I sent five emails, and never received any reply, other than an automated email which did not address my missing rug pad. I am now going to begin fraud proceedings with this company. It is strange to reflect upon the reality of a company that cares so little for its customers that they will not help them. And this attitude has nothing to do with the Covid 19 outbreak, rather a willful ignoring of customer's problems.
Avoid this company and find a more reputable one.
Ordered 6x9 tribeca black rug last week, was delivered on time, packing was properly done. Their pricing in unbeatable. Great value product and will keep buying rugs from them in future.
When I compare with other web sites eSalerugs prices are very good. More over delivery is very fast and provides best offers too. Return policy is very simple and easy. Customer support is super.
Fantastic service. We are at the end of a large, complex and long term renovation. At the stage where you buy rugs and pictures, etc. Area rugs can get complicated and to have a company that is so responsive, knowledgeable and customer focused is really a blessing.
They have our vote. Alice and Patrick in customer service were very helpful with a problem that really was our fault. I didn't expect such a great outcome, so they exceeded our expectations.
Great company. Honest and helpful.
What a FANTASTIC online retailer. I have purchased from them repeatedly. Their descriptions of the rugs are spot on, and their prices are UNBEATABLE.
I received a rug that just "didn't work" for me, my fault not theirs.. I called to return the rug and had NO HASSLE at all from Kelly the operator. I will buy from these guys from now on.
Where can I buy stock?
P.S. I always enter the drawing, I hope I win!
My mother ordered a rug for me for Christmas. A couple days after the expected delivery date she called to see why it wasn t there. She was unable to get an answer from them so I called. They charged me $15 to change an address typo, then called me back and said they weren t going to be able to change it. They were going to wait for fed ex to send it back and then refund the order 5-7 business days after that. I challenged them on why they would just passively wait so long, after charging me to change the address, and the representative hung up on me.
They re a shoddy outfit. I would recommend against using them.
I made a purchase on March 16th and was told that I would have a shipping confirmation within 24 hours. As of today, March 21st I have not yet received a shipment confirmation neither have I received my purchase. My account was debited the same day of purchase. I've made many phone calls and during each conversation I was told the exact same thing. This is by far the worst customer service I have ever experienced. I mean how would they feel if someone debited funds from their accounts without any confirmation that their items are on the way.
I ordered one and love it so much so I ordered second one. My goodness they arrived the next day. I'm owner of Airbnb's so going to order more. Pictures are right on the spot. I have to say they aren't thick rugs, they are thin but feel terrific on your feet. I don't have to use a padding because don't slide.
UPDATE - after posting trouble I was having returning two rugs - I was given amazing customer service. They acknowledged their slowness, apologized and resolved the problem expeditiously. - ALL HAS BEEN CORRECTED I ordered the wrong size rugs - runners. I went back online and ordered the correct size knowing I could return the wrong ones per their sales message. The rugs came timely but you better pray you don t need to return anything because you will be waiting on hold for over an hour and I m still waiting on a reply email to ship the wrong size back.
I ordered two rugs one came the other never came and I needed them as a set. I called 5 times different days and still never shipped. I called and cancelled. I will never order from them again.
I ordered a rug from here and it came pretty quickly, however we didn't like it, so we tried to return it within 30 days of receiving it. I have emailed them twice to try to initiate a return, and have called multiple times, waiting on hold for over an hour at times, never able to get through to talk to someone. As of now, I still haven't heard back and don't think I'll ever be able to return this - seems like a scam website to me - what website lets you order easily but has no easy way to return??
I was contacted by Andrew, Customer Service Specialist. He was very helpful. My problem with the pads has been resolved. We have been well pleased with the rugs we purchased. We appreciate the care & concern exhibited.
My wife was buying online. Unfortunately, she forgot to include our apartment number in the shipping address, and we were waiting for packages to be delivered for days. We had success with UPS, but no success with FedEx carried packages. I called FedEx several times, they said due to restrictions put by the shipper, you (as a receiver) cannot correct the address or collect from our local center. And that the shipper only could do this by calling us; I called eSaleRugs customer service, waited several minutes, possibly 25 minutes sometimes, with no success. I emailed them to call FedEx and correct the address, which is just to add our apartment number, but they refused to do that, on the grounds that packages had already been shipped, and there is a $15 cost of adding apartment number or any other change, which by the way, was not possible due to their own restrictions. FedEx delivery person came everyday and returned the items back to local center, since they needed the apartment number. Anyway, I emailed eSaleRugs to return items, since we never received the packages, and that FedEx automatically will return the items back to shipper. My point is that the shipper is far too careless to look at the customers' address twice to verify that it is correct form of address (or not); they just shipped items to an incomplete address, without bothering to call us to ask the correct form of address. Totally disappointing for us. Sorry.
Shipping was fast. Price was good. Rug arrived folded not rolled. The rug has been down for 2 weeks..it has ripples and won't lye flat. Maybe a second? Wasn't advertised as inferior or second. Not bothering to return. That would be a huge pain. I'm putting into a rarely used room so nobody trips on it.
AVOID AVOID AVOID! I don't even think this is a real place, they say they have 24/7 customer service but this is the worst customer service experience I've ever experienced! The phone number keeps you on hold and never answers and the rug I paid for isn't even getting shipped to me, they just took my money and emailed me saying it's not instock anymore. They didn't even respond to my follow up email.
DONT BUY ANYTHING FROM HERE!
be careful the superlok pads are way TO THICK
The pad is so thick you can not use them in doorways and the runner is so high on ceramic flooring you have to step up onto runner
customer service helped me resolve this issue promptly
the worst customer service. the rugs were very cheaply made. very disappointing company all around
I was assisted by phone by Erika and wanted to express how professional she is at handling customers. I was frustrated with a order mishap and long phone hold and her professionalism and phone manor was top notch. She well deserves praise and most definitely a promotion. Any company would be lucky to have someone like Erika representing them!
First time shopping on this site. The rugs arrived exactly on time and are exactly as described. Really pleased with them. They set off my dark wood floors beautifully.
Just received a defective rug. They offered to send me the same rug, defect free, free of charge to me. These guys rock.
Have ordered, happily, previously. Very pleased. The latest acquisition will be returned however... a 5x8 Spectrum rug. The multi colors were definitely not as described or pictured on line. I will update later on how it was w the RETURN PROCESS. Good values on this site. I would recommend.
Ordered a round rug and "Custom" cut non-returnable pad. Initially, customer service responded quickly, but once we established that the rug was actually 6" smaller than advertised, they've stopped responding. I DO NOT recommend doing business with this company.
Do not buy from them this all is fraud. They sell defective products and will fool you to keep it.
The review site after you place an oder also probably owned by them so you screwed.
I have recently purchased 2 rugs, one a small area rug and the other a runner. Fabulous buys. My heart sings every time I look at them. Last night my partner saw the runner for the first time and started raving praises. Will definitely come here first when rug shopping.
Ordered several rugs. Happy with the looks of all of them and price seems fair. Have an issue with 1 rug. Called and waited 17 minutes on hold only to be connected with someone's voicemail. If you are going to put me into vmail, don't make we wait 17 minutes for it. Hopefully someone calls back. If so, I may upgrade my rating.
Shipping is very fast! However they sent me the wrong rug! I have been trying to contact the company for 3 days in a row, staying on hold for up to 45 minutes each time!! I have emailed several times with no reply!!! So I'm only giving 3 stars based on the fact that Shipping is so fast.
Love my new rug, and the price was great. I ordered Wednesday night, and it was here Saturday morning! Perfect! I will order more!
Terrible customer service they never pick up the phone was on hold for over 1 hour and a half and dont reply to emails terrible company stay away!
Ordered an 8 by 10 rug and never received it even though FedEx tracking says it delivered. Called customer service and she basically claimed that I live in Brooklyn and there is a lot of theft in the area . I ask her to describe the package for me (have you ever tried to lift a 8 by 10 rug??) and she says she doesn t know and loses patience. I call my credit card to file a dispute and the company pushes back with the same FedEx evidence saying rug was delivered. Whole thing is a total mess and basically wasted me $300 dollars and a month of time and energy. At this point my only solution is to file a dispute with FedEx through esalerugs and seeing how uncooperative they ve been in the past I don t expect anything to come out of this. Whatever happened to YOUR PAYING CUSTOMER being #1? Everyone in this transaction is just out there to protect their owning interests. Thanks esalerugs I m never ordering from you again and I suggest others pay more money and actually buy a rug from a place that is willing to pay attention to your needs.
Purchased a rug a two months ago with the "super loc" pad. Rug came very quickly and well packaged. The pad was not quite big enough but we made due with it. I bought a better pad for less on amazon though and I'll do that again. The price was great. The rug looks great. I'm happy with my purchase. Wish the pad had been better and everything would've been perfect.
I found Esalerugs on Pinterest. They have a huge selection of wonderful looking rugs. I took a chance and ordered 2 rugs. They advertised free shipping and free returns. I ordered the same rug in different 2 sizes as I wasn't sure which size I wanted. The rugs arrived well packaged and in 4 days. I love the rugs! The pictures from the website accurately showed its colors. I called customer service to return the smaller rug and order a coordinating runner. Ordering on line and on the phone was fast and easy. Professional customer service. The rugs received were clean well bound on the edges beautiful colors, is easy to vacuum, and no weird smell or odors.
My experience meets those of many others, apparently. esalesrugs take the money quickly, they send the rug quickly and then they disappear even more quickly. I have tried contacting esalesrugs six times, was successful once although that person lied to me, otherwise the phone calls are never completed, no way to leave a message, and the email refuses your complaints. Warning: Customer service is non-existent and you're taking a chance with these guys. Please note that nearly all the good reviews here are by "local guides," which means they are paid-for good reviews from so-called "influencers." Decent people call them b.s. artists.
I placed my order delivery was prompt and the rug i purchased is that of the highest quality. I love it. In fact, the price is so reasonable. I will be ordering another one very soon.
I ordered the wrong size rug for my foyer. After contacting eSaleRugs they told me I did not have to return it, but instead to donate it. I ordered another one, the right size and received it the next day. It was perfect, right size and colors as depicted on the website. Even though staff were working from home, they exceeded my expectations. Don't hesitate to order from them.
I ordered 10x13 Rug on November November 16th and it came on November 19th. Excellent product according to the price specially.
Macy's may have charged me 5 time more. I am fully satisfied
They broke a cardinal rule on rug handling. The rug was folded in half and then rolled for shipping. This made the rug not lay flat when placed on the floor. Most people know that you can't fold and roll a rug without ruining it. This time was not an exception!
Not a easy company to work with if you have any problems. Don't expect anyone to answer the phone you will be on hold permanently.
Due to a backorder they sent 2 of the same rugs and charged me now getting it returned will be a huge hassle. The rug I opened has a large glue spot bc of the return hassles I'll have to keep.
UPDATE:
I received a call from Andy who did not make excuses but took ownership of the issue and resolved it to beyond my satisfaction in less than 24 hours. I understand that mistakes happen. It is refreshing to find a company willing to resolve them. Also, I love my rug!
First, customer hold times for phone calls are a minimum of 50 minutes. (I ve had to call 3 times, so decided to write a review this time). Second, emails to info@esalerugs.com go into a black hole after the auto-reply is received. My issue was with applying a 25% discount ($57) which was calculated on the subtotal, but went to only 10% when the transaction completed with ApplePay.
I called immediately and explained the situation to Darrell in customer Service (After holding 50 minutes) who said he would handle it. I received an email from him asking me to take a picture of the rug I was having an issue with. Obviously he didn t listen to me.
I forwarded that email to info@esalerugs, again explaining the situation. When the charge hit my account, they had only removed $10. So I m 46 minutes into my call to returns to get it all refunded. Too bad, I have bought rugs in the past and was very satisfied with price and quality.
My advice? Screenshot everything.
I just got Darrell again who is not listening, again, he asked for my order 3 times. I asked for a supervisor, he would not put me through.
If you have issues, don t expect customer service to resolve them.
Very pleased with my rug. Arrived in a timely manner, looked just like the photos, good quality, soft and vibrant. I've already recommended this site to a couple friends.
I just received my second purchase...less than 3 weeks after my initial order. I LOVE the rugs!! The pictures displayed on their website is exactly how the rugs look. I'll encourage anyone to consider this company before buying anywhere else. The rugs are really nice, their customer service is very responsive and it's now my go-to company for rugs!!!
The service is super friendly and I asked a million questions about color until I order. The rug came out in a couple of days. It was lovely and when I had a concern about it, the professional staff took care of it right away. I
I ordered 1/2"(12mm) pile height rug, when I received the rug it was 1/3(08mm). I called the company they told me, that there is not 1/2"(12mm) rug. It is only 8mm, I said we did you mention 1/2" in your description? They were not answer my question. So check your rug, if the description says 1/2" , it would be lies. They already know they don't have 1/2", but they will still send you 1/3" and will take your money for 1/2" pile height. Becareful ( get what you pay for) see
Recieved quick but color is wayyyy off . Wish it wasnt .so important
They sent the wrong rug and I can t get anyone to respond to my requests to return for the right rug.
Horrible .. zero customer service. There is literally no one. Still trying to return my new rugs. Can't reach ANYONE
Absolutely horrible, I returned 5 products and they didn't refund the entire purchase amount because they missed scanning one of the smaller rugs.
HOURS on hold waiting for customer service. Had to call and wait an hour (sometimes longer!) FOUR different times trying to return these cheap rugs.
Currently on hold RIGHT NOW - 42 minutes and counting! (Don't even THINK you can use their "24/7 email customer service" - didn't return a single one of my emails!)
The runners I ordered are fine, but I ordered the best carpet pads for each of them and both are too short! Not happy about that and I was hoping they will help fix the problem. I called and requested 6 inches more of the padding, but still have not received it. The padding is needed to keep both ends of the runners from curling in order to prevent someone tripping.
Not happy.
They apparently have no customer service at all. I ordered a rug a month ago and it has not even shipped. They will not respond to my inquiries. I'm wondering at this point if this company is a scam.
Had a very immediate and professional assistance from Racquel M. regarding an anticipated rug delivery. Racquel not only investigated the delay at eSale end, she went the extra mile to contact Fedex regarding the delay. She called me back as promised, to update me. Customer Service at its finest!
Two out of three rugs I purchased are great. I have been trying to return the third rug for almost a month now with no luck. I have emailed the company three times following up from my initial inquiry where I was given a case number. Every email to the company has been a result of no answer on their customer service phone line after waiting for about 15-20 minutes each time. I don't see myself ordering from them anytime soon.
I had the worst online shopping experience to date. You can t get ahold of anyone on the phone and they will ignore your emails. I placed an order and as soon as I hit submit I realized my shipping address was wrong. I immediately call the customer service line with no answer. I then use online chat and after an HOUR they said it shipped, that I need to call back the number and pay an additional 15.00. Begrudgingly I called to pay, but after over an hour on hold I went back to the online chat, upset that I can t get through. They said they would call me but didn t. I emailed the next day, nothing. Still almost two weeks later I haven t receive a rug, a phone call, or any other correspondence. I ended up calling my bank. I would avoid this company if you need any form of customer service help.
No one has answered the phone in weeks. I spent a lot of money on two rugs and have tried for 45 days to get a return address label, hours on hold with no one answering, multiple emails with no replies. SUPER upset.
do not buy from this company. I can hob]\nestly say it was the worst purchase experience ive had. first the rug was extremely low quality. second they folded a 8x8 rug into small squares to ship it. ruined the already cheap rug. third waited 2 hours on hold over two different phones calls to return it. obviously many people are returning stuff. then they charged me $5 to reutren even thou they advertise free returns and i dropped it off at fed x. numerous emails unreturned. worst customer service and quality ive ever seen.
Affordable rugs and free 2 day shipping to the Northeast! They were having a 60%-70% off sale, so I bought a white 4x6 print Himalaya rug for $39. But there were cheaper ones priced at $29. For the price, the quality is terrific. The rug I received looked exactly like it did in the picture. I love it so much! I was skeptical at first since I have never heard of the website before, but it is actually a reputable and legitimate company. I will purchase again from here :)
I love these rugs!! I have ordered 5 rugs from them in the last month and they are all great quality, quick delivery (2 days or less) and look just like the photos! The customer service is also outstanding as I did have to return one rug and get another (wrong size for the room) and they were so helpful and awesome to work with!! check out these rugs before you buy anywhere else -- you have nothing to loose FREE shipping and FREE returns!!!
FRAUD COMPANY. SUSPICIOUS BUSINESS PRACTICES. They never return emails or answer phone calls. I tried to cancel the order 15 minutes after placing it and they ignore every email. They respond to order cancellation email by totally ignoring your message and sending the stuff anyway. Will be reporting this to the credit card company to open investigation.
esalerugs.com
