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The Rugs Reviews

4.6 Rating 2,025 Reviews

88 %

of reviewers recommend The Rugs

Company Reviews

Product Reviews

4.6

Based on 2,025 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
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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The Rugs 5 star review on 3rd May 2024

The Rugs 5 star review on 3rd May 2024

The Rugs 5 star review on 25th April 2024

The Rugs 5 star review on 25th April 2024

The Rugs 5 star review on 17th April 2024

The Rugs 5 star review on 16th April 2024

The Rugs 5 star review on 16th April 2024

479

Anonymous

Anonymous // 01/01/2019

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

“Returned an unsuitable rug. (Collection was two days late.) Packaging and rug was damaged in transit apparently. No refund of £144.90 Refusal to return the rug to me…which I have paid for. Too much stress for a disabled pensioner. Unbelievable. AVOID!!!”

Hi, Thank you for sharing your experience with us. We are sorry for your experience with the return process. We received the returned item damaged during transit. For such situations, we stated the part below in our previous collection message; "Please take a photo of the packaged item before collection and keep the image. In case the product arrives damaged or dirty, you may share these images as proof. Please ensure that the item is well-packed to prevent any damage during the carriage. Otherwise, no refund can be issued." Since the rug was not packaged safely and was defective during transit, we cannot issue a refund for your order. You informed us that the packaging could not be done safely after we received the returned item. We would have helped you with the packaging if we had been informed about this issue. Thank you for your understanding and your attention. Kind Regards, THE RUGS

“I want to return the rug and nobody is responding to my emails”

Hi Kate, Thank you for your review - we appreciate hearing back from you! We are sorry for your experience. We received your email and responded to your email at the same time. Could you please check out your spam/junk box? The email we sent to you may be in your spam/junk box. We would love to help you with the return process and are waiting for your response to our email. Again, please kindly accept our sincere apologies for your experience. We are always here to help! Just contact us anytime you need. Kind Regards, THE RUGS

“inferior quality. Returned but no update on recieving or refund”

Hi Philips, Thank you for your review! We are sorry to hear that your order has not met your expectations. We provide free collections and drop-off labels for our customers. It seems you have arranged the return process by yourself. Therefore, we could not see your return tracking number. If you kindly reply to our email with your return tracking number, we would love to check this for you. Once your return consignment is received, your refund will be issued. Please feel free to contact us anytime you need. We are always here to help! Kind Regards, THE RUGS

“I received a notification that it had been delivered. But it hadn’t. I rang and was told it was damaged and returned to them. Got a refund.”

Hi Sue, Thank you for your review! We are deeply sorry for the inconvenience you have experienced. It seems the consignment has been damaged during transportation by the courier company. To prevent any further inconvenience, we have immediately issued a full refund for your order. Again, please accept our apologies for the delivery issues. Your experience is crucial to us. Please feel free to contact us anytime you need. We are always here to help! Kind Regards, THE RUGS

“Ordered a rug and was sent a totally different one, obviously in the hope we’d keep it. The one we ordered was in stock when ordering but then claimed out of stock. Initially they offered us 20% off to keep the rug we didn’t want, but we asked to return it. They told us we needed to package it carefully as any damages we would be charged for and potentially no refund if damaged. We were disgusted with their email as the error was totally there’s! Would we purchase again - absolutely not. Far too many other options out there with better customer satisfaction.”

Hi Ian, Thank you for your review - we appreciate hearing about your experience. Orders are prepared by our friends in the warehouse, that is, by human hands. We try to be as attentive as possible to work without errors, unfortunately, such problems rarely occur. We apologize again for sending you the wrong product. However, the product sent to you is not damaged, it is just the wrong product. This is why we ask you to repackage the item when you return it. As soon as you contacted us, we responded as quickly as possible to resolve the issue. If the item you ordered was in stock, we would have been happy to send you one. Unfortunately, the product is out of stock. In this case, a free collection was organized for the wrong product on your preference. Please feel free to contact us again anytime you need. Kind Regards, THE RUGS

“Sent the wrong one”

Hi Callum, Thank you for your review - we appreciate hearing about your experience. We are truly sorry for the issue you faced with your order. We contacted you to sort out this issue as soon as possible. We could not have heard back from you for now. We are always here to help! Again, please accept our apologies. Please contact us anytime you need. Kind Regards, THE RUGS

“Have been prompted by “The Rugs” company to leave a review now now I’ve received my order, to which I am leaving a 1 star as I still haven’t received my order… Will update if and when I do receive it.”

Hi, Thank you for your review. Unfortunately, it seems the consignment has been lost by the courier company. Therefore we have issued a full refund for your order to not keep you waiting any longer. Please accept our apologies for the inconvenience. Please feel free to contact us anytime. We are always here to help! Kind Regards, THE RUGS

“Returned the rug I received. Poor quality and not the colour I chose. Had navy blue in the rug colour, didn’t show that on the one I ordered. Disappointing. Awaiting a refund.”

Hi Jane, Thank you for your review. We are sorry to hear that your order has not met your expectations. However, we would like to indicate that, the navy colour is shown on the product photos on the website. We have received your return and have issued a full refund. Please feel free to contact us anytime. We are always here to help! Kind Regards, THE RUGS

“Bought on 28 december. Today is 7 January and still haven't received the item.”

Hi, Thank you for your review. We are sorry for your experience with the courier company. We have issued a full refund for your order. Your experience with our company is so valuable to us. Again, please accept our apologies for the delivery issues. We are always here to help. Please feel free to contact us anytime. Kind Regards, THE RUGS

“Failed to arrive, never received.”

Hi, Thank you for your review. We are deeply sorry for the delivery issues. It seems the consignment has been lost by the courier company. We have promptly issued a full refund for your purchase in light of the issue detected, ensuring that you are not kept waiting any longer. Please accept our apologies for the inconvenience this may cause. Please feel free to contact us anytime. We are always here to help! Kind Regards, THE RUGS

“Very poor quality. Big fault line through the rug too. Excellent customer service.”

Hi Emma, Thank you for sharing your review. We are truly sorry for your experience. We have issued a full refund to compensate you for your experience. Once again, we deeply apologize for any inconvenience this may have caused. Kind Regards, THE RUGS

“Very disappointed I haven’t received it!!”

Hi Julie, Thank you for sharing your feedback. We apologize for the inconvenience caused by the delivery issues. We've already reached out to the courier, and they have assured us that the consignment will be delivered today. If you encounter any further problems, please don't hesitate to let us know. Your satisfaction is our priority, and we are always here to help! Kind Regards THE RUGS

“Have sent wrong order and not responding to any of our emails or messages for replacement or refund”

Hi Arun, Thank you for your review. We are sorry for the inconvenience you have experienced. We responded to all the messages you sent and from the moment you notified us of the problem we did our best to help We collected the wrong item and dispatched the correct product. Once again, we deeply apologize for any inconvenience this may have caused. Kind Regards, THE RUGS.

“The rug arrived moist and smelling of mildew. The smell did not go away after laying the rug out to dry. After a few days, the smell was worse and the rug was unusable. I would have liked the rug had it not been wet and full of mildew on arrival. I tried to return the rug via both email and the website with no response at all. It has now been weeks and there has been no reply from costumer service. I never would have purchased if the rug was not returnable if defective. This is dishonest advertising and very poor customer service.”

Hi Elizabeth, Thank you for your review. We are deeply sorry for your experience. We have replied to your earlier emails. However, it seems you did not receive them. We have issued a full refund for your order. Again, please accept our sincere apologies for the inconvenience. Your experience is crucial to us. Please let us know if you need further assistance. We are always here to help! Kind Regards, THE RUGS

“Unfortunately the rug never arrived. Said delivered at midnight which it obviously wasn’t. Contacted this store and the delivery company and no reply from anyone. Had to open a dispute with my bank for the refund. Prior to this, I had 2 successful deliveries of rugs from them which are good quality. Just a shame of the bad service with the missing item.”

Hi Lauren, Thanks for your feedback. We are sorry to hear about your experience. Unfortunately, we did not receive an email from you, Therefore we have contacted you by email to get more information and help you further. Your satisfaction is crucial to us, and we'll do our best to compensate for your experience. Please feel free to contact us anytime. Kind Regards THE RUGS

“It’s very thin and light with wavy edges I would like to return this please advise”

Hi Sharon, 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 would love to help you with your return. Your experience is crucial to us. Please feel free to contact us anytime. Kind Regards THE RUGS

“I haven’t received the correct rug yet and am still waiting for it to be delivered so when will that be?”

Hi Barbara, Thank you for your review. Due to the workload caused by Black Friday sales, there can be delays in deliveries and responses. Please accept our apologies for your experience. We understand the importance of your order and are committed to ensuring a swift resolution. Thank you for your patience and understanding. Please feel free to contact us anytime. Kind Regards, THE RUGS

“I haven’t received my delivery yet!!! Rebooked delivery but each time get a text that they are unable to deliver. Have sent two email to The Rugs and no response!”

Hi Asma, Thank you for your review. Due to the workload caused by Black Friday sales, there can be delays in deliveries and responses. Please accept our apologies for your experience. It seems the consignment has been delivered safely on the same day. Please feel free to contact us if you need further assistance. Kind Regards, THE RUGS

“Ordered a rug, said it would be next day delivery. Waited a week- knew things could be late in the run up to Christmas. Contacted the company who then inform me that the rug is not going to be delivered and a refund issued. Apparently the rug isn't in stock now. Check online, says it's still in stock. Inquire why I can't have the rug that is in stock. The reply is that what is online is not a true reflection of the stock and they have sold out. Absolute joke, will not be ordering from here again and definitely not recommending to anyone.”

Hi Ceri, Thank you for your review. We apologize for the inconvenience with your order and the miscommunication about stock availability. Unfortunately, the selected rug is sold out due to unexpected demand. We understand your disappointment and would like to offer a discount on your next purchase as a gesture of goodwill. We appreciate your understanding. Kind Regards, THE RUGS

“Really thing rug, wasnt very happy with the quality”

Hi Jaya Thanks for your feedback. We are sorry to hear that the order did not meet with your expectations. 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

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The Rugs is rated 4.6 based on 2,025 reviews