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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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7 Feb 2024
 Verified review
I ordered the wrong rug in error ,disappointed that returns were so expensive as so many companies now offer free delivery snd returns.
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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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14 Jan 2024
 Verified review
Delivery was quick and I was kept informed. The quality of the item on arrival wasn’t great the edge binding had a big loop at the back and the rug itself was very thin for the price. Return was not made easy and cost me £29 . Won’t recommend Rug shop UK.
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7 Jan 2024
 Verified review
Pay for returns
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1 Jan 2024
 Verified review
Did not have stock that they said they would. Refund and communication was swift however
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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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18 Dec 2023
 Verified review
Poor quality of rug and paying postage buying and return to pay become expensive to return.
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11 Dec 2023
 Verified review
I ordered a rug and a runner in the same colour as they were to go in one room near to each other. The rug was the correct pink as shown on the computer when I ordered it, but the runner was more like a pale peach. I was told that if I returned the runner and had another one sent to me they could not guarantee the colour would be the same as the rug. I suggested they put a note saying that the rug and runner cannot be guaranteed to be the same colour.
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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
3 Dec 2023
 Verified review

Very slow delivery and lack of correspondence

Ordered and paid for rug on 21/11 and apart from an order confirmation and invoice as at 2/12 I have heard nothing.
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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
25 Nov 2023
 Verified review
Rugs badly photographed and one was stained. The return however was handled correctly.
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22 Nov 2023
 Verified review

Black Friday

I received an email saying "Black Friday 20% off". In small print "up to" and I only got 10% off my order. 2 days later, I received a further email saying "Black Friday 20% off - everything". You can imagine, I was not amused. Apart from that happy with the rug.
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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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7 Nov 2023
 Verified review
Decent quality but overpriced.
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