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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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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.
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
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.
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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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.