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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 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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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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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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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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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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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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23 Jul 2023
 Verified review

I ordered x 2 rugs only x 1 delivered

I ordered x 2 rugs. Only x 1 was delivered, I had to email to arrange delivery of second rug. No apology or reason given why only one rug had been delivered. On delivery info there isn’t an option to say where one would like the delivery placed. The only options given were choose another day or leave with a neighbour. Neither option suited us. On the day, they did notify us that delivery would be within a two hour time frame and we were notified once drop off had been made. Rug was well wrapped and thankfully I was happy with the colour and choice of rug.
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27 Apr 2023
 Verified review

No Communication

Website said rug was in stock and would be delivered in a couple of days. Turns out its not and they order it in. Seems to be a common complaint after looking at reviews. No communication from them only me contacting them to be fed a load of nonsense about their website not updating properly after a bank holiday ?? After a week i contacted them on live chat asking to cancel my order and refund me.
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4 Nov 2023
 Verified review

Take a while to dispatch and no tracking info supplied

No tracking info provided. I had to keep emailing for info. Rug was delivered one week after order, luckily I was at home when it appeared. Still waiting for the rug grip sheet to arrive, I've had to chase that up too and don't have tracking. The rug is as described and just what I wanted, and I do get email responses but I feel it would be better if they just sent the info in the first place.
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29 Oct 2023
 Verified review

Missing Rug

Ordered two rugs. Only one has been delivered. Still waiting to find out where the missing rug is. Surely I should be supplied with another rug, which I paid for over 3 weeks ago and it is up to the Supplier to fight it out with the courier and not leave the customer without the goods that have been paid for.
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18 Apr 2023
 Verified review
Need to be more pro active with updating customers where items are and are likely to arrive. Had to keep chasing them up as the rug I ordered was expected within 2-3 days but had taken nearly two weeks to arrive. However, rug arrived today and happy with purchase.
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Answer by The Rug Shop UK
20 Apr 2023
Hi, our apologies for any inconvenience caused, we try our best to keep all our customers well informed about the delivery and stock availability, still due to the dependencies upon 3rd party courier services, suppliers, some slight delays, we'll try our best to improve the delivery time and customer services. Kind regards The Rug Shop UK.
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 Aug 2023
 Verified review

Accurate delivery times would be useful

I haven’t received my rug yet so unable to fully comment. But disappointed so far as website states 4-7 days for delivery but confirmation email said 2-3 weeks. It would be helpful for more accurate information before ordering. It feels somewhat dis-honest.
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Answer by The Rug Shop UK
17 Aug 2023
Hi, please accept our sincere apologies for any inconvenience caused, we can confirm that your order was despatched on time, the tracking number is UQ9638926 and the courier is Parcel Force. Your order will be delivered by tomorrow. Thanks The Rug Shop UK.
11 Apr 2023
 Verified review
It was easy to order and pay for my rug and to be told my order was being processed that was on march 31st since then no information about expected delivery times at all . So unfortunately I can’t add a picture as I haven’t received my rug
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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.
8 Aug 2023
 Verified review
Rug was to be delivered by Friday 4th August but didn't receive until Tuesday 8th August. Disappointed. Rug seems to be good quality though so happy with that
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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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