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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The rug wasn’t anything like it looked on the picture and was so thin. I couldn’t believe it was a 260x180 sized rug when the delivery man handed it over. I am returning it”

Helpful Report

Hi Fiona, Thank you for your review. We are sorry for your experience with your order. We have already replied to your emails, but the emails we sent you may be in your spam/junk box. Could you please check your spam/junk box and get back to us? We have also contacted you via message. We are always here to help and looking forward to hearing from you! Kind Regards, THE RUGS

“It was an ok rug served its purpose”

Helpful Report

Hi Shane, Thank you for your review. We are happy to hear that the rug served its purpose; however, we will contact you via email to hear more about your experience with your order. Your satisfaction is highly important to us, and we hope we will hear back from you soon. We are always here to help if you face any issues! Kind Regards, THE RUGS

“Disappointed with quality of rugs I ordered.”

Helpful Report

We're sorry to hear that you’re not satisfied with your rugs. Customer satisfaction is our priority, and we’ve already reached out to assist you. We're currently awaiting your response and would love to help resolve this for you. Please feel free to get in touch anytime! Kind Regards, THE RUGS

“Don’t buy if you need a washable rug. I bought one for my living room, and was initially very pleased. However I had to wash it after a couple of months as the cat was sick on it (one of the reasons I bought a rug which said it was washable). Despite washing it as per the instructions it has shrunk - so much so it that the underlay (which was smaller than the rug when purchased) now shows on all sides. I tried contacting The Rugs but they haven’t replied. Doesn’t do as advertised, but a nice rug if you don’t want/need a washable one.”

Helpful Report

Hi, Thank you for your feedback, and we’re sorry to hear about your experience. We did attempt to reach you via SMS and email but unfortunately did not receive a response. We understand how frustrating this must be and are committed to resolving the issue. Please contact us at your earliest convenience so we can assist you further. Your satisfaction is important to us, and we appreciate the opportunity to make things right. Kind Regards, THE RUGS

“Rug is beautiful however I’ve had it for a week and it’s already started to grey. Quite disappointing. So the low stars are for quality”

Helpful Report

Hi Julie, Thank you for sharing your feedback. We are sorry to hear about the fraying issue with your rug. We understand how disappointing this must be. Therefore we contacted you to provide an offer for a solution to improve your experience. In accordance with your preference, we have provided the details for a free return. Please use these instructions to return the rug for a full refund. We hope this resolves the issue to your satisfaction. We appreciate your understanding and are here to assist if you have any further questions or need additional support. Kind Regards, THE RUGS

“Rug great level of service poor”

Helpful Report

Hi David, Thank you for your review - we appreciate hearing about your experience with the process. We are sorry for your experience with the delivery process - we have been contacting the courier company to speed up the process and sort out the delivery issue promptly. We informed you as soon as we received an update from the courier company and we handled to make the delivery successful. We are happy to announce that the consignment was delivered to you successfully! Again, please kindly accept our sincere apologies for the delivery issue and we hope we made you happier with the process. We will be always waiting for you! Kind Regards, THE RUGS

“The rug was fine but the delivery was a nightmare. Would not buy from here again”

Helpful Report

Hello Heide, Thank you for your feedback, it's greatly appreciated. We apologize for the delay in your delivery caused by the courier company. We understand the inconvenience this may have caused and are actively working to resolve any issues with our partners to prevent such occurrences in the future. Regarding the compensation offer we provided, we kindly ask for your response to proceed accordingly. Your satisfaction is our priority, and we aim to ensure a smooth and timely resolution to this matter. Thank you once again for your understanding. Warm Regards, THE RUGS

“The rug is fine it just smells weird ,everytime I come down the stairs I smell it ,it's like rubber .not nice”

Helpful Report

Hi Sarah, Thank you sincerely for sharing your feedback with us. We sincerely apologize for any inconvenience you may have encountered. Your decision to revisit the message we sent you regarding compensation is greatly appreciated. We are pleased to confirm that your preferred compensation option has been successfully enacted. Ensuring your satisfaction is of utmost importance to us, and we are glad to have addressed the situation to the best of our ability. Your feedback is invaluable as it helps us continually improve our services. Please feel free to reach out to us at any time should you require further assistance. It would be our privilege to assist you in any way possible. Kind Regards, THE RUGS

“Poor quality”

Helpful Report

Hi, Your feedback is an essential part of our commitment to serving you better. We understand the importance of addressing your concerns promptly and effectively. Rest assured, we have taken note of your feedback and are actively working to ensure your satisfaction. We have reached out to you directly to offer our assistance and resolve any issues you may have encountered. Your trust and support are invaluable to us as we continue to strive for excellence in all aspects of our service. Kind Regards, THE RUGS

“Bit disappointing. Very thin and like a photograph of a rug. Was for a living room but relegated to conservatory. Cheap looking.”

Helpful Report

Hi Catherine, We would like to thank you for your review! We are sorry to hear that the product did not fully meet your expectations. We do care a lot about your satisfaction and are happy to have compensated for your dissatisfaction with your order! Please do not hesitate to contact us anytime you need. We are always here to help! Kind Regards, THE RUGS

“The Marrakesh design is beautiful but the rug is extremely thin and has no weight to it at all. Disappointed with the quality for the cost.”

Helpful Report

Hi, Thank you for your feedback. While we are thrilled that you appreciate the Marrakesh design, we regret that the thickness of the rug didn't meet your expectations. Please note that the thickness and weight are indicated on the product's page, but we understand that preferences can vary. We have also reached out to you for further details to assist you further. If you have any other questions or concerns, please feel free to reach out. We are here to help! Kind Regards, THE RUGS

“I waited more than 10 days for rug to arrive, I was out when it arrived and a neighbour took it in, if I was home at the time of delivery I would have refused to take it in! The rug is of good quality but not worth the wait.”

Helpful Report

Hi Kim, Thank you for your review. We apologize for the inconvenience you experienced with the delivery of your rug. We strive to provide timely deliveries, and we are deeply sorry for the delivery issue and the inconvenience this may cause. We contacted the courier company to prevent any future incidents. We appreciate your feedback regarding the quality of the rug. If there is anything else we can assist you with, please do not hesitate to reach out. Your satisfaction is our priority. We are always here to help you. Kind Regards, THE RUGS

“Ordered the rug, received emails saying it had been shipped and was even given a number to track. Checked the courier website and it said they were expecting it. Only to then receive an Email saying they didn't have that rug in stock anymore and that I'd get a refund. Refund did eventually come in, just irritating when I had all the things saying it was coming so it confused me.”

Helpful Report

Hi, Thank you for your review - we appreciate to hear back from you. We are sorry for the misleading. A product can be sold rarely more than once because it is sold on multiple platforms as a glitch. Since the last unit of the product you desired was sold, we issued a full refund for your order right away. Again, please accept our apologies for the inconvenience. We are always here to help! Please feel free to contact us again if you have any other inquiries. Kind Regards, THE RUGS

“I had to return the rug as the colour was not as shown on your online site.”

Helpful Report

Hi, Thank you for your review! We are sorry that your order has not met your expectations. While professional photography is used for our product images, it's important to keep in mind that variations in colour perception may arise due to differences in screen display preferences. We have received your return and issued a full refund for it. Please feel free to contact us anytime you need. We are always here to help! Kind Regards, THE RUGS

“The wasable rug was not what I expected, took to laundrette as didn't fit in my lg washer as hoped but came back with the dirty stains on still so would not buy a washable rug again. Also the gripper I paid extra for doesn't keep the rug in place either, complete waste of money. I have since bought another rug which I am happy with.”

Helpful Report

Hi Michelle, Thank you for your review! We are sorry to hear that your order has not met your expectations. Regarding the stains, please know that they might be due to the source rather than the product itself. Also, we would like to indicate that we have previously reached out to address the issue with the rug gripper and provided compensation to improve your experience. Your satisfaction means the world to us, and we're here to support you in any way possible. Please feel free to reach out if you need any further assistance. Kind Regards, THE RUGS

“It looks lovely but it won’t go flat and the edges aren’t straight, seems slightly out of shape. I’m a bit disappointed”

Helpful Report

Hi Claire, Thank you for your review - we appreciate to hear back from you. We are sorry for your experience with your order. We provide the best customer service to make you happier with your order. We sent you a message to get some photos of the rug you have to help you with your order. We are waiting for your response. Again, we are sorry for your experience. We are always here to help! Kind Regards, THE RUGS

“Thin and not suitable - will be returned”

Helpful Report

Hi Rosalind, Thank you for your review. We are sorry to hear that your order could not meet your expectations. We will issue a full refund after we receive the item you sent. Your satisfaction is our top priority, that's why we are always here to help! You can reach out to us anytime you need. Kind Regards, THE RUGS

“It was promised as next day delivery, it's been 2 weeks , I am still waiting for my delivery. I haven't received my rug yet.”

Helpful Report

Hi Javeria, Thank you for your feedback. We are deeply sorry for your experience, due to the holiday season there can be some delays with deliveries. It seems your consignment has been successfully delivered yesterday. Again, please accept our apologies for the delay and the inconvenience this may cause. Please let us know if you need any further assistance. We are always here to help with any issues. Kind Regards, THE RUGS

“Poor quality not very thick rug for the money charged, looks like something you would pay £20 for down the market”

Helpful Report

Hi Stephanie, 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

“Never received cancellation of order due to courier DX express terrible customer service not showing lup when items out for delivery”

Helpful Report

Hi Wendy, Thank you for your review. We are genuinely sorry for your experience. There were delays with deliveries due to Black Friday sales and Xmas sales. We have issued a full refund for your order. Again, please accept our apologies for the inconvenience. We are always here to address any issues, your experience is crucial to us. Please feel free to contact us anytime. Kind Regards, THE RUGS

The Rugs is rated 4.6 based on 2,657 reviews