The Rugs Reviews

Name: The Rugs
Address: 4 Union Street, Barnet, Barnet
Rating: 4.61

4.6 Rating 2,657 Reviews

90 %

of reviewers recommend The Rugs

4.6

Based on 2,657 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 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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The Rugs 5 star review on 26th April 2025

583

Anonymous

Anonymous // 01/01/2019

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

“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

“Rug was not the colour that was online, Copper and black. Rug came bright gold and black.”

Helpful Report

Dear Customer, Thank you very much for your comment. No matter how much we try to pay attention to the natural image in our photos, there may be slight differences in colour due to light, screen resolution, etc. If you are not satisfied with the product, we may also help you with a full refund if you contact us within 14 days of purchase. Your experience is precious to us. Please feel free to contact us anytime you need. Kind Regards, THE RUGS

“I like the rug but the company is terrible, I bought two rugs to try for size, their website says easy returns, no details, I need to return one rug and I cannot so I am out of pocket. Also advertises machine washable, but the instructions which come with the rug do not include machine washing. I need to know the machine washing instructions.”

Helpful Report

Hi Lee, You can check our "Shipping & Return Policy" page for return information. You can also check the description of the products for washing instructions. Kind Regards, THE RUGS

“Not the colour advertised looks a really dirty colour.”

Helpful Report

Dear Customer, Thank you for your review. Although we are very sensitive about the naturalness of the image in photos, due to the light, screen resolution, etc. there may still be slight differences in colour. If you don't like the rug, we may also help you with a full refund if you contact us within 14 days of purchase. If there is anything else we can help you with, please feel free to contact us. Kind Regards, THE RUGS

“Poor quality rugs Very bad customer service Asking for return for more than a week and there is no reply on how to doing that”

Helpful Report

Hi Amir, We are sorry to hear that you are not satisfied with the products. We replied to all of your messages but your e-mail address may be blocking our responses. You can also contact us via our live chat. We have issued a full refund for your order. Please feel free to contact us anytime. Kind Regards, THE RUGS

“I purchased this rug twice due to poor quality. The first version of this rug came with a dark blue canvas woven into the seems and sticking out on 2 sides making it unusable. Customer service was not very apologetic and seemed dismissive. I ordered a second rug (exchange was unavailable for the first so now am £200 deep in purchases) and this one arrived with a burn mark in and only 30% discount was offered despite it being my second purchase that is faulty Very disappointing quality. Would not order from here again”

Helpful Report

“I have received the wrong order. Notified the company the same day. They waited almost a week to answer (and multiple emails). Now the rug I ordered is out of stock ... I would not recomend”

Helpful Report

“Need to return the rug it’s cut in even and no matter how I try and lay it with furniture on top or not it has a crease in it an kids trip over it’s a health hazard.”

Helpful Report

“Cannot get the lines out of the rug where it had been rolled up and the edges stick up children tripping over it, would not recommend”

Helpful Report

“Awful rug, showed online as a nice pale to mid pink shaggy rug which turned out to be barbie pink. Very thin cheap quality. Didn't even recieve the right rug and the response was they had sold out of the checked rug I'd ordered and sent plain one instead and offered a refund of 2.00 pound if I kept it”

Helpful Report

“Very poor quality”

Helpful Report

The Rugs is rated 4.6 based on 2,657 reviews