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

“Wanted to return a rug,only to be told company had ceased trading, therefore no refund.”

Helpful Report

Hi Allison, Thank you for your review. Upon checking the conversation history, we found no information regarding "ceasing trading". We have already replied to your email based on your return request, but we have not heard back from you. The email we sent you may be in your spam/junk box. Could you please check your spam/junk box and get back to us? We will also contact you via SMS. We are always here to help and are waiting for your response. Kind Regards, THE RUGS

“Not received the rug yet , which was two wks ago that it was ordered .. so you’ll get a review when I see it .. not a happy bunny as they say”

Helpful Report

We are sincerely sorry to hear about the inconvenience you have experienced. Please be assured that we have reached out to you directly to offer a resolution and compensation. If you would kindly respond at your earliest convenience, we would be more than happy to assist you further. 🙏

“I haven't received order still, waiting for over 10 days now although website says next day delivery”

Helpful Report

Hi Atiya, We are very sorry to hear about the delay with your order and understand how frustrating this must have been for you. Unfortunately, it appears there was an issue with the courier company, which caused the delay. As soon as you contacted us, we immediately dispatched a replacement order to resolve the situation. We always strive to provide the best possible service and regret that we were not able to address this sooner. Thank you for your understanding, and please do not hesitate to contact us if you require any further assistance. Kind Regards, THE RUGS

Dear Atyia, Thank you for sharing your feedback with us. Upon reviewing your order, we can confirm that it was successfully delivered on Tuesday, 17th, with the exception of the Carina and Lara rugs. We are currently awaiting your feedback regarding these two items in order to proceed. We are so glad that we dispatched a replacement for you once you contacted us. Once again, we sincerely apologize for the inconvenience caused by the carrier company and appreciate your understanding. Kind Regards, THE RUGS

“Next day delivery!!! Right!!! After 9 days and two apparent delivery attempts, neither of which happened, we are a pub,we have cctv!!! They finally decide to yell me the courier has 'lost' the order, a limp apology,written from a script... still waiting for my money back! Quite a substantial amount too!!!!! I would have given a minus 1 if I could 😠!”

Helpful Report

Hi Sharon, Thank you for your review - we appreciate hearing about your experience with the delivery/refund processes. We have been contacting the courier company to update you promptly. However, since a high volume of traffic with the courier company because of Black Friday, delays/lost may happen which are out of control. We issued a full refund for your order as soon as the courier company informed us that the consignment was lost. The payment process may take 2-5 business days so you may receive the refunded payment by the 10th of December. Thank you for your understanding and patience throughout this process. Again, please kindly accept our sincere apologies - we are always here to help! Kind Regards, THE RUGS

“I’m really disappointed. Have been trying to return rugs since Wed 27th, will still no luck”

Helpful Report

Hi Donna, Thank you for your review - we appreciate hearing about your experience with the return process. We are doing our best to provide better customer service, however when it comes to delivery/collection issues, unfortunately, we rely on courier companies. We are truly sorry for your experience - we will contact you regarding this issue and sort out this issue as soon as possible. We are always here to help! Kind Regards, THE RUGS

“The rug was very synthetic looking and does not have any sense of quality underfoot. The colours were more garish and not as ‘heritage’ as they seemed. Laid down and rolled up again.”

Helpful Report

Hi, Thank you for your feedback. We are sorry to hear that the rug did not meet your expectations. We are dedicated to providing quality products and want to ensure our customers are satisfied. We have reached out to you to discuss your concerns, and if you could kindly respond, we would be grateful for the opportunity to resolve this together. Thank you for your understanding. Kind Regards, THE RUGS

“Door mat slips in use, not good, even though it's on carpet.”

Helpful Report

Hi Gary, Thank you for your review - we appreciate hearing back from you! We are sorry for your experience with your order. We would have gladly helped you with your experience if you had contacted us about this issue. We sent you an email to hear more about your experience and to help you with this issue. Waiting for your response. We are always here to help! Kind Regards, THE RUGS

“Fantastic customer service but the rug was awful. The print was all pixalated, covered in squares and cheap looking which was a shame as the quality and feel of the rug was spot on. Needless to say I returned straight away and am still awaiting a refund 2 weeks later.”

Helpful Report

Hi Kristina, Thank you for your review - we appreciate hearing about your experience with your order. We are sorry for the experience you had with your order. We helped you with the free return and arranged a free collection to collect the item for a full refund. We have successfully received the returned item and will issue a full refund for your order once our depot team finalizes the rug examination. The payment process may take 2-5 business days. Thank you for your patience in this matter. We are always here to help! Kind Regards, THE RUGS

“Placed my order and got a confirmation but I didn't receive the rug, had no further communication from the company, then saw the payment was refunded to my account with no explanation.”

Helpful Report

Hi Fiona, We are deeply sorry to hear about the issue with your recent order. It appears that the courier returned the rug to us, which led to the refund being processed without additional details. We understand how frustrating this must be, and we are working closely with the courier to address and resolve this issue. We have reached out to you to offer further assistance and would appreciate your response so we can help resolve this matter to your satisfaction. Your patience and understanding are greatly appreciated. Kind Regards, THE RUGS

“I placed an order over 2 weeks ago and I have still not received the item.. the tracking number provided shows that the delivery company is yet to receive the item also. There is no contact number for this company so its extremly frustrating as it is likely to take weeks to resolve and get a refund.”

Helpful Report

Dear Surat, We apologize for the inconvenience you have experienced. It appears that the courier company has lost the item during transportation. We have contacted you to offer a full refund or a replacement. If you have not received our message or require further assistance, please reach out to us directly so we can resolve this matter promptly. Thank you for your patience and understanding. Kind Regards, THE RUGS

“Not impressed, poor quality”

Helpful Report

Hi Anita, Thank you for sharing your feedback. We are sorry to hear that you’re not satisfied with the quality of the item. We take pride in the quality of our products and are concerned to hear about your experience. Our team has reached out to you to address your concerns and work towards a resolution. If you have any additional thoughts or need further assistance, please don’t hesitate to let us know. We are here to help and ensure your satisfaction. Kind Regards, THE RUGS

“Rug not suitable and you cannot return as can’t contact them they never reply to you”

Helpful Report

Hi Pamela, Thank you for your review - we appreciate hearing back from you! We are sorry for your experience. We have received your emails and responded to all of your emails but we have not heard back from you yet. The emails we sent you may be in your spam/junk box. We sent you a new email to inform you about the return process. Waiting for your response. We are always here to help! Please feel free to contact us again if you have any other inquiries. Kind Regards, THE RUGS

“I never received the rug. On the day it was supposed to be delivered, I got a message saying the company could not supply and that I would get a refund. Really a shame as the products looked great.”

Helpful Report

Dear Adam, We sincerely apologize for the inconvenience you experienced with your order. Unfortunately, the item was lost during the delivery process. While we strive to provide the best service possible, we must rely on courier companies for deliveries, and occasionally issues like this can occur. As soon as we became aware of the issue and since the last item had been sold out, we immediately issued a full refund to avoid any further inconvenience. We understand your disappointment and regret any frustration this has caused. Your feedback is valuable, and we are taking steps to prevent such issues in the future. Thank you for your understanding. Kind Regards, THE RUGS

“Rude in emails, don’t answer questions properly. Rug is poor quality”

Helpful Report

Dear Kelly, Thank you for your feedback. We are truly sorry to hear that your order has not met your expectations. We strive to respond to every email with care and attention. If our responses have caused any misunderstanding, we sincerely apologize. As part of our service, we arranged a free collection for your return. We have received the returned item and have issued a refund for your order. Please let us know if there is anything else we can assist you with. Thank you for your understanding. We are always here to help! Kind Regards, THE RUGS

“The quality of the rug is not what expected, I did request return and although sent two emails no response received. Very poor service.”

Helpful Report

Hi Barbara, Thank you for your review. We are sorry for your experience. We responded to your emails twice but we have not heard back from you for a while. The emails we sent you may be in your junk/spam box. We also sent you an SMS to help you with the return process. We are happy to announce that we arranged a free collection to receive the item for a full refund and helped you with the return process. We are always here to help! Kind Regards, THE RUGS

“Ordered two rugs, arrived next day but unfortunately had to return due to poor quality. I’d say they’re more of a mat than a rug. Definitely not as advertised or value for money.”

Helpful Report

Hi Katie, Thank you for your feedback. We regret to hear that the rugs did not meet your expectations. We have received your return and issued a full refund. We contacted you to assist you further, but unfortunately, we did not receive a response. If there is anything else we can assist you with, please don’t hesitate to reach out. Your experience is crucial to us. We are always here to help! Kind regards, THE RUGS

“They were printed not woven and the material was not hardwearing as was needed for a living area”

Helpful Report

Hi Susan, Thank you for your review - your thoughts are highly valuable to us. We are sorry to hear that your order did not meet your expectations. We contacted you to hear more about your experience and help you with the issue you faced with your order. Thank you for your attention in this matter. We are always here to help! Please do not hesitate to contact us anytime you need. 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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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

The Rugs is rated 4.6 based on 2,657 reviews