The Rug Shop UK

Reviews:

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.