Rugs USA ships the wrong items and offers HORRIBLE customer service. Consider yourself lucky if you actually get the item you ordered. I ordered a rug on 12/23/10, after calling the second time approx. 3 weeks later, then they indicate the rug is on back order. Well on 1/28/11 a rug arrives, but it is the entirely wrong item not just a color issue. I spent hours putting in calls to customer service, and was actually hung up on many occasions. I had to hound them for a week just to get an authorization for a return shipping label and had to figure out how to fit an 11 ft rug into my car to take it back to UPS myself. I was told that the correct rug would be shippped out once the other one was in transit. Well, a week (2/11/11) after I sent back the wrong rug, I called again to see if they had shipped out the item that I actually ordered. No customer service indicated they had not fixed the item numbers that were wrong in their system (this is two weeks after they knew the numbers were wrong) and if I wanted them to place another order for the item, I would just get the wrong rug again until they actually fixed their website. They told me to call back Monday to see if the numbers were fixed so I could try again to put in my order. Well, I had enough so I requested a refund and ordered the rug from somebody else!! If they wanted my business they would have gone above and beyond to fix their screw up! Now, hopefully I will actually get the refund.