The Rug Shop UK- Logo - reviews

The Rug Shop UK
Reviews:

453 reviews in the last 12 months3,091 total reviews  

4.55
Excellent
Our mission is to enable digital trust. Find out how reviews work at Trusted Shops.

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.
Our mission is to enable digital trust. Find out how reviews work at Trusted Shops.

Reviews for The Rug Shop UK

 Sort by  
Relevance
16 Dec 2023
 Verified review
Report review
11 Dec 2023
 Verified review
Report review
11 Dec 2023
 Verified review
Report review
7 Dec 2023
 Verified review
Report review
6 Dec 2023
 Verified review
Report review
6 Dec 2023
 Verified review
Report review
4 Dec 2023
 Verified review
Report review
4 Dec 2023
 Verified review
Report review
2 Dec 2023
 Verified review
Report review
1 Dec 2023
 Verified review
Report review
29 Nov 2023
 Verified review
Report 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.
Report review
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.
Report review
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???
Report review
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
10 Dec 2023
 Verified review
Ordered the rug over 2 weeks ago, still no rug been dispatched. It has been in "processing" for 6 days with no tracking details!
Report review
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.
Report review
2 Dec 2023
 Verified review

rug was several centimetres smaller…

rug was several centimeters smaller than advertised and the extra underlay stuff to make it not slip was never sent
Report review
Answer by The Rug Shop UK
9 Dec 2023
Hi, our apologies for any inconvenience caused, but we have just doubled checked and the rug gripped is showing delivered, but we'll double check from our end. Thanks Sam
18 Dec 2023
 Verified review
Poor quality of rug and paying postage buying and return to pay become expensive to return.
Report review
5 Dec 2023
 Verified review
Poor quality rug and faulty and still waiting waiting for my refund 3 weeks later
Report review
Answer by The Rug Shop UK
9 Dec 2023
Hi, sorry to hear that, but it seems like there's some confusion because, we kept you informed with all the possible information and the moment you returned the item and asked for a refund, we processed it. Still we'll double check from our end. Thanks Sam
10 Dec 2023
 Verified review
Never received my order or a refund avoid
Report review