Independent profile. Not owned, sponsored or endorsed by Ruggable.
Ruggable Reviews, Complaints & Contacts
Ruggable sells washable area rugs, mostly two-piece systems of a rug cover and a rug pad, through ruggable.com. Its Return Policy allows returns and exchanges within 30 days of delivery with a size-based processing fee, and a separate limited warranty covers defects for one year. In 2019 the U.S. Consumer Product Safety Commission announced a recall of three Ruggable shag rug models whose shag covers failed the federal flammability standard. Ruggable is not BBB accredited, and a proposed class action over marketing text messages, filed against Ruggable LLC in 2026, is pending in federal court in Los Angeles.
Contacts
- Official websiteruggable.com ↗
Customer service & general contact
- Ruggable rug wash and care guideruggable.com/help/assembly-and-care/rug-care ↗
- Customer care request formruggable.com/help/contact-us ↗
- Customer Care and warranty claims[email protected]
Other contacts
- Ruggable offers and promo codes pageruggable.com/pages/offers ↗
- 2019 shag rug recall questions only (number from the CPSC notice)(877) 721-9254
- 2019 shag rug recall questions only (address from the CPSC notice)[email protected]
Locations
- Headquarters17809 S. Broadway Street Gardena CA 90248
Is Ruggable Legitimate?
BBB, ComplaintsBoard, Trustpilot
- Legal name
- Ruggable LLC
- Business type
- Online seller of washable two-piece area rugs, rug pads and home decor
- Website
- ruggable.comSource: Ruggable website, checked 2026-10-28
- Headquarters
- Gardena, CASource: Ruggable Terms of Service, checked 2026-10-28
Operator: Ruggable LLC of Gardena, California, which the Terms of Service identify as the contracting party. Address: 17809 S. Broadway Street, Gardena, CA 90248. Website: ruggable.com. Founder: Jeneva Bell, per the company's About page. Chief executive: Nicole Otto, a former Nike executive, whose appointment Ruggable announced in February 2025. BBB file: BBB lists a business start date of August 1, 2010 and the alternate name Ruggable LLC.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews and Complaint Record
No published complaint reports are currently linked to this profile.
BBB. The Better Business Bureau profile for Ruggable in Gardena, California shows an F rating, and Ruggable is not BBB accredited. BBB gives two reasons for the rating: the complaints filed against the business and its failure to respond to 8 of them. BBB counts 89 complaints in the last 3 years, 20 of them in the last 12 months, and shows an average of 1 out of 5 stars from 23 customer reviews. These are customers' accounts, not findings of wrongdoing.
Trustpilot. The Trustpilot page for ruggable.com shows a TrustScore of 2.1 out of 5 from 818 reviews, 45 of them in the last 12 months. Trustpilot marks the profile as claimed, notes that the company has not invited customers to review recently so reviews may not be representative, and states that the company hasn't replied to negative reviews.
ComplaintsBoard. The ComplaintsBoard listing for Ruggable shows 1.2 stars from 24 reviews and 31 complaints.
Had an experience with Ruggable? Tell other people what happened.
Submit a ComplaintReturns, Exchanges, Shipping and Warranty
Returns (30 days). Ruggable's Return Policy says eligible purchases made on Ruggable.com can be returned within 30 days of delivery for a refund.
More detailShow less
The help center calls this the Life Happens Guarantee. Minor pet hair, signs of washing and everyday use count as normal wear and tear; items damaged beyond that "may not qualify." Items must go back in the original packaging or similar protective packaging, and a two-piece system must be returned together, with both the cover and the pad. Items bought from another retailer must be returned through that seller. If several items arrived in one package, the policy asks customers to contact Customer Care at [email protected] before returning them.
Contact. Customer Care works in writing: the request form on the Contact Us page says support follows up within 24-48 hours (other help pages say within 24 hours), and the Return Policy and the warranty give the email [email protected]. The Contact Us page shows no phone number.
If the problem is not resolved. Put the request in writing with the order number, photos and the delivery date, and keep Ruggable's replies. If you paid by credit card for an item that was not delivered or not as agreed, you can dispute the charge with your card issuer; under the Fair Credit Billing Act, a written billing-error dispute must reach the issuer within 60 days after the first statement showing the charge.
More detailShow less
The Terms of Service let you bring an individual claim in small claims court in Los Angeles County or in the county where you live or work. You can also file a complaint with the BBB, with your state attorney general or the California Attorney General, where Ruggable is based, or report a business practice to the Federal Trade Commission at ReportFraud.ftc.gov. Report a rug that caught fire or caused an injury to the CPSC at SaferProducts.gov.
Not returnable. Products marked FINAL SALE, Spot Cleaner & Stain Remover, Gift Cards and Sample Swatches cannot be returned or exchanged.
Return processing fee, deducted from the refund. $10 for doormats, bath mats, pillows, pet beds and select small sizes (2x3, 2x5, 2x6, 2.5x7, 2.5x10); $25 for medium sizes (3x5, 4x6, 5x7, 6x9, 6.5x9.5, 2.5x12) and play mats; $40 for large sizes (8x10, 9x12, 10x14, 6' round, 8' round). The help center page adds that each returned item gets its own prepaid FedEx label, emailed after the request is complete. The Shipping Policy says express shipping fees are non-refundable on returns.
Refunds and exchanges. Refunds go to the original payment method within 14 business days of Ruggable receiving the return; if several payment methods were used, the refund is split across them. Exchanges are also available within 30 days of delivery and are processed once the returned item is scanned and in transit.
More detailShow less
Start either one in the Self-Service Portal with the order number and shipping ZIP code, or from Returns & Exchanges in the Ruggable account. For a wrong or defective item, contact Customer Care before starting a request.
Price adjustment. If a promotion or sale lowers the price of the same item within 7 days of purchase, Ruggable may offer a one-time price adjustment. The lower-priced item must match exactly, including SKU, color and size. Contact Customer Care within 7 days of the purchase date with the order number, a live link and a screenshot of the current price. The policy calls this a courtesy that Ruggable may refuse or limit.
Shipping. Standard FedEx shipping to the contiguous U.S. is free on eligible orders and takes 1-2 weeks; most products are made to order in the U.S., and the estimate is shown at checkout. Shipping to Alaska and Hawaii and express shipping are priced at checkout. Orders with several items may ship in separate packages. Ruggable does not ship to P.O. Boxes, APO/FPO addresses or U.S. territories; if a P.O. Box is entered, Ruggable emails for a physical address and cancels the order if there is no reply within 7 days. The Shipping Policy says every order includes shipping protection for lost packages and items damaged in transit.
Warranty. The Limited Warranty Terms & Conditions cover material or manufacturing defects for one year from delivery for the original purchaser, for items bought on Ruggable.com, in the United States and Canada. Ruggable decides whether to repair or replace, and may offer a refund for claims made within 30 days of delivery. For California residents, if Ruggable cannot repair the product after a reasonable number of attempts, it will replace it or refund the purchase price.
More detailShow less
The warranty does not cover serging or fringe, wear and tear, commercial use, accidents such as stains, spills and burns, damage caused by pets, use on stairs or ramps, moisture damage, an incompatible rug pad or a two-piece cover used without its pad, or topical treatments; it describes shedding and roll marks as normal. Claims need proof of purchase, a description of the defect and, where possible, a photo, sent to [email protected] or by mail to Ruggable LLC, Attn: Warranty Claims, 17809 S. Broadway, Gardena, CA 90248. The Terms of Service separately say products are provided "AS IS" except as expressly disclosed in writing at the time of purchase; the warranty itself says it does not remove implied warranty rights that state law protects.
Product Recall
The U.S. Consumer Product Safety Commission announced recall 19-741 on April 25, 2019. It covered three two-piece Ruggable shag rugs of about 5 by 7 feet (shag vintage crème, shag ivory and luxury shag white), including shag covers sold separately. The CPSC states that the rug's shag cover "fails to meet the federal flammability standard for carpets and rugs, posing a fire hazard." About 6,200 units were sold online through Ruggable.com, Amazon.com, Americanartdecor.com, Overstock.com and Wayfair.com from July 2018 through January 2019 for about $200. The CPSC reported no incidents or injuries. It told consumers to stop using the recalled rugs immediately and contact Ruggable for a full refund or a free replacement rug cover, including shipping. The CPSC lists the importers as Ruggable LLC of Gardena, Calif., and Masterpiece Art Gallery Inc., dba Crystal Art Gallery, of Vernon, Calif. The notice gives (877) 721-9254, 9 a.m. to 4 p.m. PT Monday through Friday, and [email protected] for recall questions.
Court Cases
Guthre v. Ruggable LLC, 2:26-cv-02279 (C.D. Cal.), is a proposed class action filed March 4, 2026 under the Telephone Consumer Protection Act. The plaintiff alleges she received Ruggable marketing texts at 6:01 a.m. and 6:02 a.m. between Oct. 2 and Oct. 12, 2025, and that the statute bars telemarketing texts before 8 a.m. and after 9 p.m. She seeks to represent a U.S. class and asks for statutory damages, an injunction and fees. These are allegations, not findings. The case is pending: the docket shows it still open, with filings through August 2026.
More on the lawsuitsShow less
McMorland v. Ruggable LLC, 2:25-cv-01111 (W.D. Pa.), was filed July 23, 2025 under the Americans with Disabilities Act. On September 26, 2025 the plaintiff filed a notice of settlement, and the court ordered the case administratively closed after the parties agreed to an amicable resolution.
Customers' own disputes with Ruggable go to individual arbitration under the current Terms of Service, which also waive class actions, unless the customer sent a written opt-out within 30 days of first accepting the Terms; the Terms section explains the opt-out and the small claims court option.
Court & Public Records
Guthre v. Ruggable LLC
FiledMcMorland v. Ruggable LLC
SettledOverview
Ruggable sells washable area rugs, mostly two-piece systems made of a rug cover and a rug pad, plus doormats, pillows, pet beds and other home decor, through its own website. The company's About page describes a "patented two-piece design" and credits founder Jeneva Bell. The Terms of Service name Ruggable LLC of Gardena, California as the contracting party.
Terms of Service: Arbitration and Governing Law
Arbitration. The Terms of Service (effective date August 14, 2026) contain an Arbitration Agreement. Apart from claims of infringement or misappropriation of patents, copyrights, trademarks or trade secrets, disputes about the Terms, the Privacy Policy, the site or the services "shall be finally and exclusively settled by binding arbitration" before Judicial Arbitration and Mediation Services (JAMS) in Los Angeles County, California, or a location set by the arbitrator, subject to the JAMS Consumer Arbitration Minimum Standards.
More detailShow less
Under the Waiver of Class or Consolidated Actions clause, claims "must be arbitrated or litigated on an individual basis and not on a class basis." Either side may still bring an individual claim in small claims court in Los Angeles County or in the U.S. county where the customer lives or works.
Opting out. The Opt-out clause allows written notice by email to [email protected] or by mail postmarked within 30 days of first accepting the Terms, sent to Ruggable LLC, ATTN: Legal Department, 17809 S. Broadway Street, Gardena, California 90248.
More detailShow less
The notice must include the customer's name and residence address, the email address or phone number used for the purchase or account, and a clear statement of the wish to opt out of the arbitration agreement.
Governing law. The Terms are governed by the Federal Arbitration Act, applicable federal law and California law.
Discounts. The Terms say discounts do not apply to sale items, gift cards, sample swatches, Spot Cleaner and Mini Spot Cleaner, unless otherwise noted, and cannot be combined with other offers.
Marketing texts. The Mobile Message Service Terms and Conditions, printed on the same page as the Terms of Service, say a customer can text STOP to 743-12 to stop Ruggable text messages at any time, or text HELP to the same number for support.
Frequently Asked Questions
How long do I have to return a Ruggable rug?
Eligible purchases from Ruggable.com can be returned or exchanged within 30 days of delivery under the Life Happens Guarantee. Start the request through the Self-Service Portal in the help center.
How do I wash a Ruggable rug cover?
Ruggable's Rug Wash and Care Guide says to separate the cover from the pad, then wash the cover in cold water on the delicate cycle with the design side turned out, using a mild detergent without bleach, oxygen brighteners or fabric softeners. Tumble dry on low heat or air-dry, avoid high heat, and make sure the cover is fully dry before returning it to the pad. The guide says never to machine-wash the separate Rug Pad; wet messes on the pad should be spot-cleaned with mild soap and water and the pad left to air-dry completely. It adds that some larger machine-washable sizes are too bulky for standard home appliances and require commercial laundromat washers, and that Easy Care Wool rugs are not machine washable.
Where does Ruggable list promo codes and discounts?
Ruggable's Offers page says the company may offer promo codes, coupons, first-order discounts and limited-time promotions throughout the year, and that current offers appear on that page. It says Ruggable discounts generally cannot be combined with other offers unless the promotion terms say otherwise, and points to its Terms and Conditions for details. Ruggable's Terms and Conditions say discounts do not apply to sale items, gift cards, sample swatches, Spot Cleaner and Mini Spot Cleaner, unless otherwise noted.
Does Ruggable charge a fee to return a rug?
A returns processing fee is deducted from the refund: $10 for doormats, bath mats, pillows, pet beds and select small sizes, $25 for medium sizes and play mats, and $40 for large sizes such as 8x10 and 9x12, according to the Return Policy.
Can I return just the rug cover or just the pad?
The Return Policy says two-piece rug systems must be returned together, including both the rug cover and the rug pad.
Which Ruggable items cannot be returned?
Products marked FINAL SALE, Spot Cleaner & Stain Remover, Gift Cards and Sample Swatches cannot be returned or exchanged under the Return Policy. Items bought from another retailer go back through that seller.
How long does a Ruggable refund take?
The Return Policy says refunds are processed within 14 business days of Ruggable receiving the return and go to the original payment method.
How long does Ruggable shipping take?
Standard FedEx shipping to the contiguous U.S. takes 1-2 weeks and is free on eligible orders. Most products are made to order, and the estimate is shown at checkout. Ruggable does not ship to P.O. Boxes, APO/FPO addresses or U.S. territories.
What does the Ruggable warranty cover?
The Limited Warranty covers material or manufacturing defects for one year from delivery, for the original purchaser of items bought on Ruggable.com in the United States and Canada. It excludes wear and tear, commercial use, accidents and stains, pet damage, use on stairs, incompatible rug pads and topical treatments, and it describes shedding and roll marks as normal. Claims go to [email protected] with proof of purchase, a description of the defect and a photo where possible.
Has Ruggable recalled any rugs?
The U.S. Consumer Product Safety Commission announced Ruggable recall 19-741 on April 25, 2019. It covered about 6,200 Ruggable shag rugs because the shag cover failed the federal flammability standard for carpets and rugs. No incidents or injuries were reported. The CPSC told owners to stop using the rugs and contact Ruggable for a full refund or a free replacement cover, including shipping.
How do I contact Ruggable customer care?
Use the request form on the Contact Us page, which says support follows up within 24-48 hours, or email [email protected], the address given in the Return Policy and the warranty. The Contact Us page shows no customer service phone number. Warranty claims can also be mailed to Ruggable LLC, Attn: Warranty Claims, 17809 S. Broadway, Gardena, CA 90248.
Sources (11)
Ruggable (own site)
- Ruggable website ruggable.com
- Ruggable Terms of Service ruggable.com
- Ruggable Life Happens Guarantee ruggable.com
- Ruggable Return Policy ruggable.com
- Ruggable Shipping Policy ruggable.com
- Ruggable Limited Warranty ruggable.com
Public records
- CPSC recall 19-741 cpsc.gov
Review sites
- BBB business profile bbb.org
- Trustpilot profile for ruggable.com trustpilot.com
Other
- Guthre v. Ruggable LLC complaint classaction.org
- Retail Dive retaildive.com