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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.
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.
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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11 May 2023
Verified review
I placed an order with The Rug Shop on 28th April. On 3rd May they confirmed my goods had been despatched via 2 separate carriers. The one part, being delivered by Evri, arrived within a couple of days. The other part, shipped via Parcel Force, has still not arrived, with the driver saying he has tried to find my address 6 times but has been unsuccessful. I live just outside a village which has just 4 roads exiting from it, one of which is the one I live on. I have signs on both sides of my gateway, yet the driver still cannot find me.
Whilst The Rug Shop is not directly responsible for the goods not being delivered it is their contractor who is, and I feel they should have taken steps several days ago to send replacement goods via a more reliable carrier. I need these for a wedding gift for Saturday, so tomorrow is my last chance to get them.
More fool me - I knew I should have stuck to my policy of buying off a company who uses DPD, DHL or EVRI for all their sales.
If they arrive tomorrow I'll update this.
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Answer by The Rug Shop UK
19 May 2023
Hi, please accept our sincere apologies for all the inconvenience caused, we have put this case in front of the courier company and have asked them to look into this matter on a urgent basis, but obviously this won't serve your purpose, like our previous conversation, a full refund was issued back to your account on the informed date. Once again, our sincere apologies for all the inconvenience and disappointment caused to you.
Kind regards
The Rug Shop UK.
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
3 Aug 2023
Verified review
Keep your stock up to date on website. Refund was issued swiftly so was happy with that but we'd wasted a lot of time finding a rug we both liked and when we finally did we were told it was discontinued.
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22 May 2023
Verified review
Ordered a rug, took 3 weeks to coke when told was 3/5 days. When arrived was delivered to wrong place.
Looked like it had been used and chucked around and was faulty. Returned now refusing to refund
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12 Aug 2023
Verified review
Disappointed in quality of rug. No help to return. It does say that the buyer has to pay costs in the terms and conditions and prepared todo this however have to make own courier arrangements.
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Answer by The Rug Shop UK
17 Aug 2023
Hi, please accept our sincere apologies for any inconvenience caused, unfortunately as the quality is not upto your expectations that's why as per our Return policies, we requested you to arrange its return, though we also sent you an option for you to arrange its return using our courier which will incur the return postage. We suggested you few courier companies as well.
Kind regards
The Rug Shop UK.
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.
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