The Rug Seller Anmeldelser 

I made an order of several rugs and underlays, one came as advertised on the website, dispatched in 1-2 days. The rest are still not here, 2.5weeks later, I emailed Rug seller the other day who apologised and said it would be mid next week! The one rug we have is lovely but I wouldn’t use the company again due to the massive discrepancy between advertised delivery times and reality.

I paid over £200for an outdoor rug on 15th June and after hearing nothing for a week I emailed and was told it would be transferred to their warehouse on 1st July.
It is now 13th July and I have heard nothing so I am beginning to wonder if this may be an on line scam?
I really want to support smaller, independent businesses but this kind of situation, especially lack of communication, leads to complete lack of trust in buying from them.

I placed an order for an outdoor rug which was a standard rug and so expected to receive the rug within the 1-2 working days lead-time specified on their website. I chased The Rug Seller after 7 working days asking for an update and was told that the rug was shortly arriving in the warehouse and would be out for dispatch a couple of thereafter. Another 10 working days later and absolutely nothing from The Rug Seller.
On July 1st I cancelled the order as nothing had been received and it was unlikely that I would receive anything. I was told that the refund would take between 3-5 business days to process. 10 working days later, still nothing from The Rug Seller. I have just sent another chasing email to them and have received an email back saying to refer to their website.

If I didn't have to rate by star I would not have. The rug I received was cut out of size (shapeless) however, this is stated in the small print. What I didn't expect was to fall ill after laying it, we all expect a little newish smell but it lingered. I started to feel unwell and enquired if this rug had chemicals which were aggravating me, they replied 'no' on further questioning the rug has latex in it to which I am allergic. I was met with an unsympathetic e-mail explaining I should have checked with them first before purchasing. No health and safety requirements according to allergy advice was given. I had to pay to send the rug back as it was unfit for purpose. I bought a rug from Dunhelm which had no smell and latex free.

From start to finish the whole service was spot on. Rug arrived on time, no problems. The rug is great quality.
Thanks.

Bought Bowie bolster cushion from The Rug Seller. After two months this cushion began to fray . It is used as a decorative cushion and was not sat or leant on. This cushion was not cheap at £25 either reduced from £45. Got in touch with The Rug Seller as I believe that the item is faulty and was told that the fraying was due to “ wear and tear” which is absolute nonsense as this cushion was for decorative use only. Wish I could attach a photograph as you can clearly see that the fraying is from the material and not from wear and tear. Would not buy from this seller again nor would I recommend to anyone because if there is a problem with your goods their customer service is virtually non existent.
No the matter has NOT been resolved you have just decided it has!

We have had problems with a shagpile rug After six months it has started to Matt together No longer fluffy
It has not had any wear
When we sent photos to Rug Seller all they said is that they could. It do anything about it
It was the type of rug it was expensive so I don’t recommend buying this type of rug @nd I won’t use the company again
Matter unresolved

Love my new cream Flores rug. The ordering process was easy, delivery was quick and the quality is great. Best of all, it was the cheapest online, thanks to the discount code and free delivery too! Thank you.

Our Boho rug is really good quality, massively affordable and delivered quickly. If my dog ruins this rug, like many others, I’ll be able to replace it easily through this company. Thanks 😃😃

Beautiful rug and great quality. This item was delivered quickly and is commented on by every person that visits my home.

10% off, very quick delivery, amazing rug - very happy customer- thank you

Good choice and prices, item was well packaged and arrived quickly.

I ordered a rug on 26th May 2024 expecting it to come in the recommended 3-5 working days. I did a follow up email on Tuesday 4th June 2024 with no correspondence. I’ve just bought a flat and everything I have bought from other sites has been a first-class service. I am extremely disappointed as I went with reviews via Trustpilot as the reviews were good. Can someone please contact me to let me know when my rug will arrive as I will now be on holiday until 17th June 2024!

Update: I have not received any email and it’s not in my junk mail. Could you please screenshot or resend this email!!

Love it. It looks amazing in my hall. Just what I was looking for , fast delivery too.

I ordered the Rainbow for Heroes rug for my grand-daughter's new bedroom. It's really lovely and was very good value. The colours are brighter than illustrated in the photo. It arrived very well packed and undamaged. Ordering on line was easy and I was kept informed about my order via E mail. It arrived within a couple of days. Will certainly consider using The Rug Seller again if/when I need a new rug.

I ordered a rug on 1st may and received an email saying it had been dispatched and it would be delivered on 13th may. I waited in all day on my day off and the rug was not delivered. I got an email from DX Express saying they had tried to deliver but they hadn’t (confirmed by my CCTV) I rearranged delivery for the 16th may, the exact same thing happened. Tracking then said it was coming on the 17th may. I was sceptical at this point so emailed the rug seller to check what was happening and they replied saying it was not coming on the 17th either. So far I had wasted 2 and a half days waiting in for something that was not even out on the delivery van. I asked to cancel the order as I was fed up by this point, I was told I could not do that as it had been dispatched and was told to refuse the delivery and when it arrived back to the warehouse I would be refunded. How do I refuse a delivery that doesn’t come? Customer service told me they had spoken to the courier who promised it would be out for delivery on the Saturday service, 18th may. I waited in all day and guess what……no one came to deliver. I would strongly advise not buying from this company. We all have better things to be doing than waiting in for deliveries that don’t turn up, almost 4 days wasted and still no rug. Absolute joke.

First of all, a great price. Perhaps more important, the packaging and delivery were excellent.

Ordered wallpaper and waited 10 days for delivery with no email update or contact from The Rug Seller. Very disappointed when eventually got hold of them to find the wallpaper out of stock.
They said an email had been sent to me but nothing received. I would avoid using this company as they should automatically refund you if item ordered then turns out to be no longer available. Not good practice to hold the customers money when clearly you don't have the items for sale.

Everything went as expected. Happy with goods, which was wallpaper, just need to hang it now.
Love the products we see will be back for my matching accessories

What went wrong this time
Rug that was delivered looked to be a 'second' as the rug wasn't equal in dimensions and there was a noticeable wrong weave in the middle of the rug. Contacted their 'customer services' and followed this up separately by email twice more, and still not even an acknowledgement of receiving the query to try to remedy this.

How can the company improve
Respond to customers who have spent a not insignificant amount of money with your company and are looking for aftercare

Remember to be honest helpful and constructive
Honest - non-existent customer service, however delivery was quick (hence added 1 star)
Helpful - I would advise others to try elsewhere
Constructive - address the quality check of the stock and/or invest in some customer service - and also perhaps absorb the returns fees

Update to respond to reply below:

The Rug Seller CS (Leonie - customer service manager) responded to my email on 25 April 2024 at 09:48. They said that as it's a natural product it will have slight imperfections - really? - and that a replacement would likely have an imperfection, before also adding that I would have to arrange and pay for the return. So confirming the poor customer experience I have had with the Rug Seller.

So my suggestion to others is to shop elsewhere.