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The Rug Shop UK
Reviews:

453 reviews in the last 12 months3,091 total reviews  

4.55
Excellent
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Top positive review

12 Dec 2023
 Verified review
While the ordering and delivery experience was (as previously) good the rug itself was a disappointment in that it is pale taupe rather than silver (photo shows it unrolled slightly and lying on top of the silver rug I had wanted it to replace). I have never previously had to return a rug and would have found a 'returns label' with all relevant returns information required by The Rug Shop helpful. In addition it has become expensive to return an unsuitable item which would make me reluctant to take a chance on ordering a replacement rug.

Top negative review

19 Dec 2023
 Verified review
The rug arrived damaged. When I rang I was told to send photographs which I did immediately. I then didn't hear for 2 days. I was told that the damaged item would be collected on a set day, I explained that this was not possible because we were at work all day but this kept being ignored & I had to keep reiterating. I was told I wouldn't receive a replacement until the faulty item was received back at the warehouse. I was not happy about this as this would have been 3 weeks after the order was placed and so I asked them to cancel the order. by some miracle, I received a call back a short time later saying that the replacement would be delivered on the same day as the damaged one was being collected. On the day the damaged item was collected but no replacement arrived. I waiting in all day, I rang and was reassured it would be with me the following day, I explained that I had waited all day and that I wasn't happy to wait in another day but that it had to arrive the following day as I was going away. I received an email stating that it would be delivered and a call saying the same. The next day came & went still no rug. It finally arrived 4 days late when we were not there. By pure chance my brother was there doing some repairs and so able to accept the replacement but the service was poor. I've used this company 3 times before so not sure why they got it so wrong this time but it will put me off using them again.
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Reviews for The Rug Shop UK

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26 Jan 2024
 Verified review
The rug had problems with lumps all around the edges, is extremely thin for the price. I complained about it from the start and was offered £30 off?? I took it, but then after vacuuming the rug has started shredding, it looks terrible and I am so worried about continuing to vacuum in the future as there will be nothing left of the rug. At a price of £189 it is not worth it. Absolutely dreadful!!
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26 Jan 2024
 Verified review
Purchase rug described as wool online. I waited 11 days, the date of delivery, driver never turned up. They turned up the following day with item not as described. Contacted seller, who was offering me discount to keep an item I do not want. I had to pay £9.19 to return an item sold under false pretence. Beware!!!!
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15 Jan 2024
 Verified review
3-5 day delivery promised, still waiting 15 days later. No contact from them to say why
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7 Jan 2024
 Verified review
Pay for returns
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10 Dec 2023
 Verified review
Ordered the rug over 2 weeks ago, still no rug been dispatched. It has been in "processing" for 6 days with no tracking details!
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10 Dec 2023
 Verified review
Never received my order or a refund avoid
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7 Dec 2023
 Verified review

Disappointing!!

The company respond quickly to your emails but if the delivery service was better then the need for email would not be required. The DX delivery service is shocking and have lost my order. How do you lose a large rug???
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Answer by The Rug Shop UK
9 Dec 2023
Hi, please accept our sincere apologies on behalf of the courier company for all the inconvenience caused. We have already raised this concern with them, so none of our future customers face the same issue. Thanks Sam
5 Dec 2023
 Verified review
Poor quality rug and faulty and still waiting waiting for my refund 3 weeks later
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Answer by The Rug Shop UK
9 Dec 2023
Hi, sorry to hear that, but it seems like there's some confusion because, we kept you informed with all the possible information and the moment you returned the item and asked for a refund, we processed it. Still we'll double check from our end. Thanks Sam
2 Dec 2023
 Verified review

rug was several centimetres smaller…

rug was several centimeters smaller than advertised and the extra underlay stuff to make it not slip was never sent
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Answer by The Rug Shop UK
9 Dec 2023
Hi, our apologies for any inconvenience caused, but we have just doubled checked and the rug gripped is showing delivered, but we'll double check from our end. Thanks Sam
12 Nov 2023
 Verified review
After over 2 weeks still waiting for rug to be delivered. Would not have ordered if this was the case when purchased
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28 Oct 2023
 Verified review
I have not received my order even after emailing , I’ve not been updated with information about this.
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7 Oct 2023
 Verified review
Wouldn't recommend this shop. No delivery update. Been over 2 weeks and still no sign of my item. Items were said in stock despatch time 1-3 days
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2 Sept 2023
 Verified review
I ordered a rug 2 weeks ago and am still to get it… , smh
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28 Aug 2023
 Verified review
Deliver the rug I ordered.
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10 Aug 2023
 Verified review
Wouldn't recommend. They put the wrong delivery address . Never received the rug . Still waiting to hear back again
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Answer by The Rug Shop UK
17 Aug 2023
Hi, please accept our sincere apologies, but like mentioned earlier this error was happened from the third party courier service, the address which we put was correct as per given by you. Kind regards The Rug Shop UK
7 Aug 2023
 Verified review
Poor quality & now struggling to get a refund!
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Answer by The Rug Shop UK
17 Aug 2023
Hi, our apologies for any inconvenience caused, but have just checked our record and the below email was sent to you on 9th Aug. "Hi Rene, if the item is not suitable to you we agreed to share te return cost with you but we won't be able to refund 50% as the item is not faulty. Kind Regards Darren" We are still waiting for your response on our above email which was sent. Kind regards The Rug Shop UK.
7 Jul 2023
 Verified review
STILL WAITING FOR THE ITEMS - HAD TO CONTACT THE COMPANY TWICE - STILL NO RUGS
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Answer by The Rug Shop UK
13 Jul 2023
Hi, please accept our sincere apologies for the delay, unfortunately this was happened from our third party courier end, but like mentioned in our previous emails, we sent you the tracking details to keep you well informed about the status of your order. We'll discuss this problem with the courier company to make sure this won't happen again with any of our future customers. Kind regards The Rug Shop UK
28 Jun 2023
 Verified review
delivery very poor.
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Answer by The Rug Shop UK
6 Jul 2023
Hi, please accept our sincere apologies for any inconvenience caused, though we are just using these courier companies as a third party service, so don't have much association with them, but we'll definitely put your concern in front of their Management, can you please confirm exactly what was the issue you faced with them.? Hope to hear from you soon. Kind regards The Rug Shop UK
24 Jun 2023
 Verified review
Deliver my order
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Answer by The Rug Shop UK
6 Jul 2023
Hi, apologies for any inconvenience caused, unfortunately like mentioned in our previous email which was sent on 13th June "Hi Pamela, Thank you for placing your order with us, unfortunately, we have been informed by our supplier that this item is currently out of stock until 5th September 2023 (any re-stocking date we provide is only an estimate, we cannot promise or guarantee this date will be accurate, we will inform you if the date changes). If you are happy to wait for the original item, we can put your order onto a backorder or can refund the full amount. Please accept our sincerest apologies in this matter. Alternatively, we can send you some links to similar rugs we think might be of interest to you if the restock date is not suitable. Please let us know how you would like to proceed with your order." Shall we cancel and issue the refund.? Thanks Sam
24 May 2023
 Verified review
Order was accepted and money taken but item was not available. Order was cancelled and money refunded. Please check stock before taking money.
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Answer by The Rug Shop UK
26 May 2023
Hi, please accept our sincere apologies for any inconvenience caused. But we have just checked the records of our database and have noticed that the stock level was mentioned at the time of selling this item, it could be you had missed it, so we got this order on 10th May, we informed you about its non availability on the same date, on 11th May, you asked for a refund and the refund was issued on the same date. But still our apologies for any inconvenience caused. Kind regards The Rug Shop UK.