⚠ My Rugtomize Experience

⚠ CONSUMER WARNING: RUGTOMIZE (rugtomize.co)

My Rugtomize Experience

Order #16498. A paid expedited delivery that missed its deadline.

Company: Rugtomize LLC · Santa Ana, CA · Purchased from rugtomize.co.

My personal consumer account and opinion of ordering a custom rug from Rugtomize. — Trevor Pope

⚠ See the proofCurrent status
$399.00
Custom Rug runner 2.5'x7'
$86.28
expedited shipping
$0.00
tax
$485.28
total paid

Caution · Pricing

What I paid Rugtomize

Order #16498 · Order placed Oct 25, 2026

$399.00 + $86.28 expedited shipping + $0.00 tax = $485.28 total.

Warning · Timeline

What happened with Rugtomize

All times Pacific. Times marked ~ are approximate.

  1. Oct 25, 2026

    Order placed

    I placed order #16498 for a Custom Rug runner 2.5'x7'.

  2. Oct 27

    Mock-up approved

    The mock-up was sent. I approved it and asked for expedited shipping for a Thursday-afternoon deadline.

  3. Oct 27 · ~3:26pm

    Estimated delivery options

    The Production Manager wrote that both expedited options were “estimated to arrive Thursday morning or by noon, before your Thursday-afternoon deadline.”

  4. Oct 27 · ~3:42pm

    Thursday by noon selected

    I selected Thursday by noon.

  5. Oct 28 · ~10:23am

    Expedited shipping payment confirmed

    The Production Manager confirmed the $86.28 shipping payment “for the option estimated to arrive Thursday, October 29 by noon Pacific.”

  6. Oct 29 · noon

    Deadline passed

    The deadline passed. I had no rug, no tracking, and no delay notice.

  7. Oct 29 · ~3:14pm

    I followed up

    I followed up that expedited shipping was paid, but I had no rug and no tracking.

  8. Oct 29

    A manager called

    A manager called. In my experience, the call was rude and dismissive. Only about $40 off shipping was offered; a full refund was refused because the rug was already made, and no meaningful rug discount was offered.

  9. Oct 29 · ~4:54pm

    Written escalation

    I sent a written escalation requesting a supervisor response within 24 hours.

  10. Oct 29 · ~6:30pm

    Event without the rug

    The event the rug was for took place. I still had no rug.

  11. Oct 30 · ~1:20pm

    Still no reply

    I still had no reply to the written escalation.

The documents

Proof of purchase

Personal contact details and payment methods are redacted.

Oct 25, 2026

Order #16498 receipt

My order receipt. Payment methods are blacked out.

View original image: Order #16498 receipt

Oct 27, 2026

Expedited delivery estimate

Production Manager email with the expedited estimate wording.

View original image: Expedited delivery estimate

Oct 28, 2026

Shipping payment confirmation

$86.28 shipping confirmed for the option estimated to arrive Thursday, Oct 29 by noon Pacific.

View original image: Shipping payment confirmation

Oct 29, 2026

My written escalation

No reply as of Oct 30, 2026, 1:20pm PT. My personal email is redacted.

View original image: My written escalation

Order #16498

Communications

Key written exchanges about order #16498 (personal emails redacted in the proof images above).

All times Pacific, 2026. Times marked ~ are approximate.

View redacted proof images

  1. Oct 27 · ~3:26pm

    Production Manager · Expedited options

    The Production Manager wrote that both expedited options were “estimated to arrive Thursday morning or by noon, before your Thursday-afternoon deadline.”

  2. Oct 27 · ~3:42pm

    My delivery selection

    I selected Thursday by noon.

  3. Oct 28 · ~10:23am

    Production Manager · Shipping confirmation

    The Production Manager confirmed my $86.28 shipping payment “for the option estimated to arrive Thursday, October 29 by noon Pacific.” They said tracking would be sent once the label was ready.

  4. Oct 29 · ~3:14pm

    My follow-up

    I followed up: I had paid for expedited shipping, but there was no rug yet and no tracking.

  5. Oct 29 · call

    A manager called

    Personal opinion · My experience of the call

    In my experience, the call was rude and dismissive. Only about $40 off shipping was offered; a refund was refused, and no meaningful rug discount was offered.

  6. Oct 29 · ~4:54pm

    My written escalation

    I sent my written escalation to info@rugtomize.co requesting a supervisor response within 24 hours.

  7. Oct 30 · ~1:20pm

    No reply to the escalation

    As of Oct 30 at about 1:20pm Pacific, I had no reply to my escalation.

Personal consumer account & opinion · Trevor Pope

What I've done

My personal opinion · Trevor Pope

Reviews I've posted

These are my personal reviews of my experience. I verified my review is live on Houzz, Cylex, and Ripoff Report; the others are pending moderation.

Other Rugtomize customers

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My personal opinion

Overall experience

In my opinion, this was a disappointing experience. After I paid for expedited shipping, the rug missed the written estimated delivery window. I had no tracking and no proactive delay notice. I found the remedy offered on the manager’s call unhelpful. As of Oct 30 at about 1:20pm Pacific, I had no reply to my written escalation.

— Trevor Pope

⚠ Company involved

Rugtomize LLC

Address
1969 Ritchey St, Santa Ana, CA 92705
Registered agent and manager
Amir Esfahanian (per California Secretary of State record)
Website
rugtomize.co
Purchase
Purchase made from rugtomize.co.
BBB profile
Not BBB accredited. View Rugtomize's BBB profile
My intended court venue
Orange County Superior Court is the court venue I intend for my small-claims/legal process.
Published Terms of Service
From their published Terms of Service: disputes are subject to confidential binding arbitration in the City of Los Angeles, California, under AAA Commercial Arbitration Rules, and California law governs.Read their Terms of Service
Published Refund policy
From their Refund policy: custom/made-to-order rugs have no returns, cancellations, or refunds once the order is acknowledged, except for manufacturing defect.Read their Refund policy

Personal consumer account & opinion

Current status

⚠ Danger
They've gone silent — I have received no email reply from Rugtomize since Oct 28, 2026 (none to my Oct 29 supervisor escalation or my Oct 30 2:15pm Pacific 24-hour final notice).

Last checked:

Oct 30, 2026 · ~1:20pm Pacific

Written escalation · No reply

As of Oct 30, 2026, at approximately 1:20pm Pacific, I had no reply to my Oct 29 written escalation.

Oct 30, 2026

Consumer complaint filed

I filed a California Attorney General consumer complaint on Oct 30, 2026 (submission 1179095) regarding order #16498, seeking a full refund of $485.28.

Oct 30, 2026

Demand letter sent

I sent a PettyLawsuit.com demand letter on Oct 30, 2026 (case 66091d9c), stating my intent to pursue legal remedies / intent to sue if unresolved.

Last updated · Pacific (America/Los_Angeles)