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The Rug Shop UK
Reviews:

454 reviews in the last 12 months3,091 total reviews  

4.56
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 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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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.
22 Oct 2023
 Verified review
My rug was not as it looked. Many strands. And so rolled up. Both edges were sticking up Awful. Not happy at all. Cos was not a cheap rug
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9 Apr 2023
 Verified review
The rug was not at all what I expected. The colour was very deceptive and you can’t tell there is a pattern on the rug.
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Answer by The Rug Shop UK
10 Apr 2023
Hi, sorry to hear that, can you please share the images of the rug and rug labels on this email i.d. sales@therugshopuk.co.uk so that we can look into it and then will proceed accordingly. Kind regards The Rug Shop UK
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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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
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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3 Apr 2023
 Verified review
Disappointed with the quality. Not very helpful when I rang up to ask for a refund/return.
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Answer by The Rug Shop UK
5 Apr 2023
Hi, please accept our sincere apologies for any inconvenience caused, can you please explain what was the exact quality issue you had faced as we asked the same over called, but didn't receive any satisfactory response, once we get the reason, we'll investigate this and will try to resolve the issue. Kind regards The Rug Shop UK.
7 May 2023
 Verified review

Slow delivery

We was offered 3to working days delivery and it took 10 working days. The rug is lovely.
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Answer by The Rug Shop UK
11 May 2023
Hi, please accept our sincere apologies for any inconvenience caused. But this delay was happened because the third party courier service has lost the parcel in Transit for which we kept you inform and then tried our best to communicate it with the courier and got this sorted and delivered within 8 days, still we'll try our best to get it improved, so this won't happen again with any of our customer. 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
IP
Ian P.
Lincolnshire
15 Sept 2023
 Verified review
Product was badly packaged by the supplier. Won’t use them again
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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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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.
28 Aug 2023
 Verified review
Deliver the rug I ordered.
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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
18 May 2023
 Verified review
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Answer by The Rug Shop UK
19 May 2023
Hi, sorry to hear that you have given 2 star to us. Can you please let us know where did we go wrong or where we can work on improving our services. Hope to hear from you. Kind regards The Rug Shop UK.