The Rug Shop UK Reviews

Name: The Rug Shop UK
Address: Unit 1, Allenby House, Knowles Lane, Bradford, Bradford
Rating: 4.72

4.7 Rating 288 Reviews

94 %

of reviewers recommend The Rug Shop UK

4.7

Based on 288 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 81%
Customer Service
Communication Channels	Email

About The Rug Shop UK:

The Rug Shop UK is your one-stop shop to find the rug you've always wanted. We have over 15,000 designs and colors for you to choose from, including kid's rugs, and rugs ideal for your kitchen or bedroom.

We have large living room rugs in many styles like wool, shaggy, and striped to name just a few. All are guaranteed to be the lowest prices online thanks to our price match promise.

If you find any of our rugs cheaper online, we will not only match the price, but we will beat it, guaranteed. All our rugs are carefully selected from leading designer brands to compliment your home perfectly. Whether you're looking for modern contemporary or classic traditional styles, with our extensive range of rugs you're sure to find just what you're looking for.

We've made selecting new rugs as easy as possible with our newly designed website, simply filtering by brand, color, style, and size. We've also taken great care in ensuring all our products are represented as accurately as possible, using professional photography and product videos, this helps you see the rug in as much detail as possible.

Here at The Rug Shop UK, we have made the delivery process of your order as easy and straightforward as possible, once your order has been placed you will receive a confirmation email informing you of the average delivery time, on the day we dispatch your order you will receive an email and text letting you know your order is on its way, we even include the tracking number so you can track your order.

Visit Website

Phone:

01138879393

Email:

sales@therugshopuk.co.uk

Location:

Unit 1, Allenby House,
Knowles Lane,
Bradford
Bradford
BD4 9AB

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Purchased a rug the end of January 2026 costing £460.00. An area on the edge of one side is already fraying. Very poor quality product and the customer service is even worse. As the rug is just under 6 months old, they have just fobbed me off implying that I damaged the rug. Beware! Do not purchase from this company.”

Helpful Report

Posted 1 week ago

Hi Alan, Thank you for reaching out to us. We completely understand how disappointing this situation is, and we truly appreciate you taking the time to share your concerns with us. All of our products undergo careful quality checks prior to dispatch, and when your rug was delivered at the end of January, it passed all checks with no manufacturing faults identified. Following your message in July, we liaised closely with our supplier to review the photos and details you provided. After a thorough review, our supplier concluded that the current condition appears to be related to ongoing everyday use rather than an original manufacturing defect. Under our standard guidelines, manufacturing faults are handled within one month of delivery so that we can resolve them promptly for our customers. Because six months have passed since delivery, this request falls outside our return policy window. As a result, both we and our supplier are unfortunately unable to offer a return, replacement, or refund for this order. We are genuinely sorry that we cannot provide the outcome you were hoping for, and we apologize for any disappointment or frustration this may cause. If it would be helpful, we would be delighted to share some gentle maintenance suggestions to help keep your rug looking its best moving forward. Warmest regards, The Rug Shop UK

Posted 1 week ago

“An absolute con! Advertised under Cream rugs, it arrived and it's silver and green!! Customer service are refusing to send a returns slip...AVOID!!”

Helpful Report

Posted 4 weeks ago

“⭐☆☆☆☆ **Avoid – Multiple Failures, Poor Fulfilment** I ordered 2 identical rugs from The Rug Shop UK for a time-sensitive event. What followed was honestly a frustrating experience from start to finish. First, only **1 rug was delivered**, despite clear confirmation that I had ordered and paid for 2. I even had Ring doorbell footage proving only one item was handed over. Instead of resolving this quickly, I had to chase repeatedly through calls and emails. After a lot of back and forth, they eventually agreed to compensation (only after I pushed for it), and arranged for the second rug to be delivered the next day. However, when the second rug finally arrived… **it was the wrong design entirely**. So to summarise: * Partial delivery on the original order * Multiple delays and constant chasing required * Compensation only offered after pushing * Replacement item sent incorrectly At no point did this feel like a smooth or competent process. The responsibility was constantly pushed onto their “supplier” and courier, rather than being properly owned and resolved. Mistakes can happen — but repeated failures like this, combined with slow and reactive customer service, are not acceptable. I would strongly recommend caution when ordering, especially if your purchase is time-sensitive.”

Helpful Report

Posted 3 months ago

“Very poor customer service. Ordered rug in January, heard nothing since 2 February. No response to my emails requesting update and finally spoke to someone who said it would now be April before it was available. Requested refund. Won’t be using again.”

Helpful Report

Posted 5 months ago

Hi Could you please share your order number so that we can help you better? Thanks

Posted 4 months ago

“Good quick delivery.Very disappointed in the quality of the rug.”

Helpful Report

Posted 5 months ago

“1 star so far, as no estimated date for delivery given. No update since the order was placed 3 weeks ago. No response so far from their customer service department, to my email chasing up the order.”

Helpful Report

Posted 7 months ago

“Please do not waste your time with the organisation. I ordered a rug that was 'in stock' and had the confirmation email from a gentleman called Harsh stating that it would be 2-5 working days, which is great. I was also advised that I would get a tracking number and email stating when the rug was dispatched, these never came. I waited over the allotted time before contacting them. The response time via email is appalling and then when they do reply it is a case of give us another 48 hours and we will contact you. There is never a response and it is a case of chasing yourself. They are happy to take your money and not send your item. Someone then called from the organisation today to claim it was lost in transit by Parcel Force, something which I do not believe as Parcel Force are one of the companies that always send out a tracking number. It is clear that the rug was never sent in the first place, again happy to have your money and not send the item. Also items are not in stock as they 'come from our supplier' so please do avoid this place at all costs.”

Helpful Report

Posted 8 months ago

Hi, We are sorry for your experience. Could you please help us with the order number so that we can help better in this regard? Thanks

Posted 7 months ago

“Rug advertised as 1 to 3 days delivery. Email then said 2 to 5 days. Website then modified after I queried. Money was taken immediately before dispatch. Email received to say the item was dispatched however DX tracking said they had the details but the item was not yet with them. DX tracking said arriving on the 5th day. Did not arrive and no communication or update to say delayed. Waste of a day. Still waiting...”

Helpful Report

Posted 8 months ago

Hi JP, We apologize for any confusion or inconvenience this may have caused. Upon reviewing our records, we were unable to find any information associated with the name you provided. To assist you more efficiently, could you please share your order number and the date of your order? This will allow us to look into the matter and get back to you with the relevant details.

Posted 8 months ago

“This company refused to honour their pledge to price match with the following excuse. They wanted me to pay an extra £110!! I will be reporting them. See their reply below: Hi Thank you for your email. Regarding the BrandAlley listing, we have concerns about the authenticity or condition of items sold at that price point, as a brand-new item from this collection is typically not offered so low. It may potentially be a display or returned item. However, to help you secure the rug, we can offer you a final price of £849. Please let us know if you would like to proceed with this offer. Regards Customer Services The Rug Shop UK Tel: 0113 887 9393 www.therugshopuk.co.uk”

Helpful Report

Posted 8 months ago

“You've lied again in response to the 1* review I gave you! There were no address issues, the same courier who originally delivered, returned and collected the rug after 3 full days of 'no shows'. The courier said it was the first instruction he'd received to collect when he eventually arrived. Let's get it right, and stop lying to customers!”

Helpful Report

Posted 9 months ago

Hi, We sincerely apologize for any inconvenience this may have caused. To assist you further, we will be providing the recordings of our conversation with the courier company. During this discussion, they mentioned that they are currently experiencing difficulty locating the address due to the absence of a nearby landmark. Additionally, when the courier managed to reach your location, there was no one available for the collection, which unfortunately resulted in us being charged for a recollection attempt. We hope this clarifies the situation, and we appreciate your understanding as we work to resolve this matter. Kind regards, The Rug Shop UK

Posted 9 months ago

“Up to yet, 1 star. Ordered nearly 4 weeks ago. Heard nothing, even contacted Customer Services and nothing at all. Starting to think it maybe a scam”

Helpful Report

Posted 10 months ago

“This was my worst customer services experience by far. Absolutely awful! Don't opt for their courier collection to return as I stupidly did, little did I know that I would be in for such a long, miserable wait. Same goes for refund, lies after lies! It isnt sorted after 3 weeks of chasing, despite an excess of 30 emails back and to, and numerous phonecalls. Got sick of fighting for my rights in the end and contacted PayPal. This company breached every part of the contract. See other 1 star reviews, believe me they are likely to be true!”

Helpful Report

Posted 10 months ago

Hi Gaynor, Thank you for sharing your feedback. We are truly sorry to hear about your experience, and we would like to clarify the situation. We use trusted third-party courier services for collections, and in your case, we booked the collection on three separate occasions with different courier companies. Unfortunately, due to an address issue, the collection could not be completed on time. While this delay was outside of our control, we understand how frustrating it must have been for you. As per our policy, we are unable to issue a refund before the item is collected and received back at our warehouse. This is to ensure proper tracking, accountability, and fairness to both our customers and our business. Once the item was successfully collected and returned to us, we immediately processed your refund. In fact, on 19th Sept. we also sent you an email confirming that a full refund had been issued to your account. We sincerely regret the inconvenience caused and assure you that we are continuously working with our courier partners to improve the reliability of our collection services. Your feedback is valuable, and we will use it to strengthen our processes further. We hope this clarifies the matter, and we would love the opportunity to serve you better in the future. Kind regards The Rug Shop UK.

Posted 10 months ago

“This company does not respond to your emails they just ignore you. They take your money when you place an order but don't respond if you have a query about your order. Even if the rug you ordered is in stock you won't get it in the time specified and you won't get a response from The Run Shop when you contact them reading your order status. Communications are appalling.”

Helpful Report

Posted 1 year ago

Hi We apologize for any confusion or inconvenience this may have caused. Upon reviewing our records, we were unable to find any information associated with the name you provided. To assist you more efficiently, could you please share your order number and the date of your order? This will allow us to look into the matter and get back to you with the relevant details.

Posted 1 year ago

“Only gave one star because it wouldn't post without one. Purchased a rug online money was taken from my account, couple of days later was told it had been damaged in the warehouse and as it was the last one I would be issued a full refund. A day later get a phone call saying the price I purchased it for was too low due to a glitch in their system (it was over £500) but if I paid an additional sum (around £300 but with 10% off as a gesture of goodwill!!!) I could have the rug!!!! Am in the process of contacting trading standards!!!!!!!!”

Helpful Report

Posted 1 year ago

Hi, Thank you for taking the time to share your feedback. We truly value our customers’ input, as it helps us improve our services. We understand your concerns regarding the pricing discrepancy you experienced. I’d like to take a moment to clarify the situation. As previously discussed, there was an unexpected glitch in our pricing for one of the sizes you ordered, which led to an incorrect display of the price. We deeply regret any confusion this may have caused. To address the issue, we offered a discount to help bring the price closer to your expectations, as a gesture of goodwill. We understand that pricing errors can be frustrating, and we want to assure you that this is a rare occurrence for us. We continuously work to ensure the accuracy of our pricing and take every measure to prevent such issues in the future. We appreciate your understanding in this matter, and we’re grateful for your continued support. If there’s anything further you would like to discuss, or if you have any other questions, please feel free to reach out. We’re always here to assist. Thank you again for your feedback. Kind regards, The Rug Shop UK

Posted 1 year ago

“Order #1000053391. I placed my order on the 12 th December 24, I have still not received it, it was in stock and I was told 2 to 5 days for delivery, despite numerous emails still no delivery, I requested a refund and got a telephone call on 14 th feb.to say it would be sent out straightaway I have still not received it 7 days later . I have requested a refund again by email but have had no reply, I would give this company no stars if that was possible”

Helpful Report

Posted 1 year ago

Hi Denise, We would like to extend our sincere apologies for the inconvenience caused. Upon reviewing our records, we have identified a miscommunication with our supplier. Although the order was placed on time, there was an issue with incorrect stock, which unfortunately led to a delay in dispatch. Additionally, the timing of the Christmas and New Year holidays contributed to the delay. We have carefully reviewed your latest email, and we would like to confirm that the necessary actions will be taken today. Please allow 2 to 3 working days for the funds to reflect in your account. We truly regret any disappointment this situation may have caused and appreciate your understanding. Should you have any further questions or concerns, please do not hesitate to reach out. Once again, our sincerest apologies for the inconvenience, and thank you for your patience. Kind regards The Rug Shop UK.

Posted 1 year ago

“Order number 2000068653. Excellent product for a resonable price. Good quality. Great addition to my decor”

Helpful Report

Posted 2 years ago

The Rug Shop UK is rated 4.7 based on 288 reviews