The Rugs Reviews

Name: The Rugs
Address: 4 Union Street, Barnet, Barnet
Rating: 4.55

4.6 Rating 2,064 Reviews

88 %

of reviewers recommend The Rugs

4.6

Based on 2,064 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Returns Process	Easy

About The Rugs :

The-Rugs presents itself with new, unusual rugs. Thanks to the large selection of rugs in our new online shop, nobody should go out empty-handed here. In addition, it is characterised by fair and reasonable prices.

Visit Website

Email:

info@the-rugs.com

Location:

4 Union Street, Barnet
Barnet
EN5 4HZ

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485

Anonymous

Anonymous // 01/01/2019

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

“Came on wrong day after I paid for special delivery”

Helpful Report

Hi Olivia, Thank you for your review. We are sorry for your experience with the delivery process. We are doing our best to provide better customer service, however when it comes to delivery issues, unfortunately, we rely on courier companies. We refunded the payment for the Saturday delivery to compensate for this delay. Again, please accept our apologies for the inconvenience. You can contact us anytime you need. We are always here to help in any way we can. Kind Regards, THE RUGS

“I never received the rug”

Helpful Report

Hi Daniel, Thank you for your review. We would appreciate it if you accept our apologies for the inconvenience caused by the courier company. Unfortunately, we are not provided with updates on the arrival of all individual shipments, and therefore it is difficult for us to recognize situations like this unless we are informed by customers. When we received your review, we realized that the consignment was lost during the delivery process and we issued a full refund for your order. Again, many apologies for the inconvenience. Kind Regards, THE RUGS

“Very poor and also the collection never is coming”

Helpful Report

Hi Vasilika, Thank you for your review. According to the latest update from the courier company, they have attempted collection but could not find anyone at the provided address. We have sent you a message and shared the picture and the GPS provided by the courier company, however, we could not receive a response from you. If you can check the picture and GPS we sent, we would love to assist you further as per your confirmation. Kind Regards, THE RUGS

“Terrible. Ordered a rug twice. Despite saying it was in stock, unable to deliver. Money taken twice, but refunds very slow. Had to chase them several times. Will not use this company again.”

Helpful Report

Hi, Thank you for your review on the reviews.io! We apologize for the issues you faced with your rug orders and the refund delay. Additionally, we're reviewing and improving our inventory management to reduce stock availability discrepancies between different sales platforms. We want to clarify that there was an error with the refunds, which is why they were delayed. To show our thanks for your understanding, we're offering you a discount on your next purchase. Please let us know how else we can assist you. Your satisfaction is crucial to us. Kind Regards, THE RUGS

“The rug is very poor quality”

Helpful Report

Dear Jennifer, We value your feedback, and we're sorry to hear you're not satisfied with the rug's quality. We've reached out to you to discuss this further. Your satisfaction is essential to us, and we're committed to addressing your concerns. If you would like, we may also take the product as a return for a full refund. Your experience is crucial to us. We are always here to help! Kind Regards, THE RUGS

“I haven’t received my rug or had any replies to my emails”

Helpful Report

Hi Anne, Thank you for leaving your review on Reviews.io! We've responded to your previous emails, but it's possible they may ended up in your spam or junk folder. We've encountered some challenges with the courier finding your address. We've received the necessary information from you and promptly informed the courier company. We're now working to ensure the smooth delivery of your order. If you have any further questions or need assistance, please feel free to contact us. We are always here to help! Kind Regards, THE RUGS

“I have been waiting for my order for over 2 weeks which I have paid for on next day delivery. I have contacted the company on multiple occasions and had no response.”

Helpful Report

Hi Esther, Thank you for your review. First of all, we would love to apologise again for the inconvenience. However, as we have explained, the consignment was dispatched on time by our end. The delivery has failed and the consignment has been lost during the delivery process. We are aware of the problems with courier companies, however, we experience the same issues with every company. Unfortunately, these courier companies in the UK are not operating with up-to-date systems and they constantly change their drivers. All of them refuse to get signatures by using COVID as an excuse, still. They do not use any other confirmation either which is not okay and not up-to-date. However, these problems are mostly caused by specific drivers. Every delivery depends on the drivers working in that local area. We try everything we can to solve these issues as fast as possible. In order to not keep you waiting we have issued your full refund immediately. Thank you for your kindness and understanding. Kind Regards, THE RUGS

“The rug is awful quality, lifts constantly on the edges, very cheap and not worth the price. Had better rugs from high street stores.”

Helpful Report

Hi Lois, Thank you for taking the time to leave us your feedback for The Rugs. We apologize for any disappointment you experienced; we value our customers and want you to be completely satisfied with our inventory. We understand that the product didn't meet your expectations, and we're sorry for any inconvenience caused. We've already reached out to you to address this issue. In response, we offered you the choice of a partial refund or a return for a full refund. Also, we shared some methods to flatten the product faster. We want to ensure you're completely comfortable with the solution. We apologize once again for any disappointment you've experienced and appreciate your understanding as we work towards resolving this matter for you. If you have any further questions or need assistance, please feel free to reach out. Kind Regards, THE RUGS

“Issue with refund. Item arrived and was fine but a bit cheap and not suited to room so opted to return. Collection was organised and was notified a full day early that the collection had “failed”. Explained to them that the courier had come on the wrong day, was told collection date had to be later only for same thing to happen again!! This is incredibly inconvenient as every time I need to rearrange my work shifts to fit this. Seems like a deliberate ploy by company to run out the 30 day period on returns. Too much of a coincidence for exactly the same thing to happen twice. Will be taking this further.”

Helpful Report

Hi Alexandra, Thank you for your review. We are sorry to hear that your order has not met your expectations. We would love to apologize again for the inconvenience caused by the courier company. We would like to point out that in order to make a return, it is sufficient to notify that you will make a return within 30 days after delivery. the failure of the collections in the following process does not affect this situation. Your return has reached us and we have issued a full refund for your order Kind Regards, THE RUGS

“I bought 2 rugs and i was disappointed with the quality, contacted the company for the return, they responded very quickly they offered a discount but i didn’t accept it as I’m certainly I don’t want the rugs.They arranged the date for the courier but nobody turned up . They arranged a second date for picking up and again nobody turned up to collect . I contact them again and no response so far, I’m curious how many more dates they will arrange . The worst case ever experienced. Definitely don’t advise anyone to buy unless they sure they will keep the product . I should have read the reviews before buying.”

Helpful Report

Hi Manuela, Thank you for your review. We would love to apologise again for the inconvenience caused by the courier company. We are aware of the problems with courier companies, however, we experience the same issues with every company. We are doing our best to provide better customer service, however when it comes to collection issues, unfortunately, we rely on courier companies. We assure you that, as you experience, we keep chasing the company until your request is completed. Please feel free to contact us again anytime you need. Kind Regards, THE RUGS

“Not happy with the product. It wasn’t fluffy as expected”

Helpful Report

Hi Sharnna Thanks for your feedback. We are sorry to hear about your experience. We have contacted you by email to get more information and help you further. If you can kindly reply to us, we will do our best to compensate your experience. Kind Regards The Rugs

“Promised delivery every day for a week which never happened. Even after I waited in all day. Customer service polite but useless. (Maybe A.I?). Said that refund would be processed once rug has been returned to their dispatch. Would that be the one I’ve never received? Painful.”

Helpful Report

Hi Nicholas, Thank you for your review on reviews.io. We are sorry for your experience with delivery. We needed some time to investigate. But we have issued a full refund for your order now. Again, please accept our apologies for the delay and the inconvenience this may cause. Please feel free to contact us anytime. We are always here to help! Kind Regards, THE RUGS

“Rubbish rug frays all round the edges would never buy another”

Helpful Report

“Might be washable but didn't get that far, certainly not puppy proof! In the bin after 2 weeks because the underneath was easily shredded and the material the rug was made of was easily pulled and ruined, wasted £70 🙄”

Helpful Report

“Very poor quality a lot of colour bleeding!!! Delivered very creased and corners very bent Would definitely NOT recommenda complete waste of money worst rug I’ve ever purchased and would never use this company again !”

Helpful Report

Hi Lindajane, We appreciate you taking the time to provide your feedback. We apologize for not meeting your expectations. Despite reaching out to address this matter, we, unfortunately, did not receive a response from you. Please know that we are always available and willing to assist you. Best regards, THE RUGS

“This rug sheds a lot of fluff I have had it for 1 week and I have thrown it away it’s scruffy and balding I do not recommend this rug .i followed the recommended instructions”

Helpful Report

Hi Patricia, Thank you for sharing your feedback about our rug. We apologize for the shedding and scruffy appearance you experienced within just one week of use. We understand your frustration and would like to address your concerns. While shedding can be a normal occurrence for certain types of rugs, we acknowledge that the extent of shedding you experienced was not within our expectations. We apologize for any inconvenience caused by this issue, despite following the recommended care instructions. We would appreciate the opportunity to make things right. Please reach out to our customer support team with your order details so that we can address the issue promptly and find a suitable resolution for you. Thank you for bringing this matter to our attention. We value your feedback and apologize for any inconvenience caused. Best regards, THE RUGS

“Hopeless company!! Tried multi times to get a response via email you can't talk to anyone if your lucky you'll get automated "Cindy" who was going to chase up my order and I never heard a peep back. So I would go near this company”

Helpful Report

“Rubbish quality”

Helpful Report

Hi Khatija, Thank you for your review. We are sorry to hear that your order has not met your expectations. In the situations like that, we help our customers willingly. We have contacted you regarding your dissatisfaction. We arranged a free collection for the date you preferred. Also, your full refund has been issued. If there is anything else that we can do for you, please feel free to contact us. We would love to help you further. Kind Regards, THE RUGS

“Sent the wrong rug , emailed so I can send it back no correspondence as need a QR code to send back .”

Helpful Report

Hi Louise, Thank you for your review. First of all, we would like to apologise again for the wrong sent product. We have responded to all the messages we received from you. As you stated previously, you have found the messages in your junk folders. No one is to blame for this :) We have issued a 15% partial refund upon your preference. If there is anything else that we may help you with, please feel free to contact us. Kind Regards, THE RUGS

“Appalling service from the company the quality of the rugs is awful the wrong colours sent and slow to reimburse after with absolutely no care from them atall. From the poor English I’m presuming we have yet another foreign seller.”

Helpful Report

Hi Heather, Thank you for your review. We are truly sorry for the inconvenience caused due to the product having a manufacturing defect. We would appreciate it if you accept our apologies. We have issued a full refund for your order on this matter. We would like to offer you a 20% discount for your next purchase. Thank you for being so understanding. Please feel free to contact us anytime you need. Kind Regards, THE RUGS

The Rugs is rated 4.6 based on 2,064 reviews