Craftily Marrakesh Reviews 17

Just received rug. Colours are off not what was depicted on website. The quality of the carpet is also very poor with bald spots and it’s smells like poop. Very disappointed.

Quality rug, easy to order, many sizes to choose from, delivery arrived earlier than expected.

Communication with them was straightforward and easy when I asked about an update.

Honestly no complaints, would order from them again for sure.

I purchased a $1300 run in July 2025. I still do not have my rug. They sent me a wrong rug and said they wouldn't send my rug until I sent the "wrong" rug back. I told them to set up fed ex to drop my rug off and at the same time they could pick up the rug they sent by mistake. I noticed that the labeled they sent me had my name as the sender, and it was being sent to someone else in the U.S. I don't like that idea. Please do not purchase from this business. I think it is all a scam.

There was a bit of back and forth with customer services, but they were pleasant enough.

I think they should double the lead in time on the website. That way customers won't feel anxious about what they are getting (ultimately a one of a kind artisinal rug) It should take time.

Once shipped it arrived quickly with a tracking number. I am happy with my purchase and have no regrets. My family love it and so do I.

We have just received the carpet ordered through your website, and we are appalled. The quality of this product is, without exaggeration, the worst we have ever encountered for a carpet of this category. What was delivered bears no resemblance whatsoever to the product advertised on your website or to what was explicitly agreed upon during our exchanges. The issues are numerous and unacceptable: The edges are not properly hemmed and contain visible holes. The wool is neither correctly knitted nor properly tufted, with bald spots throughout the carpet. The overall quality of the wool and craftsmanship is far below the specifications we agreed on and nowhere near the standard you claim to sell. This carpet is not only substandard—it is entirely unusable and appears fit only to be discarded. Despite several written conversations in which we clearly expressed our concerns regarding the pattern and final quality, you repeatedly reassured us that the delivered carpet would be identical to the original image. This was blatantly untrue. Even more concerning, you still proceeded with shipment despite these issues, and after a delivery delay of 13 weeks instead of the promised 8. We are professionals in this field (architecture and decoration) and have never experienced such a poor level of service. The product quality is indefensible, and the customer service reflects the same lack of professionalism. At this point, your conduct appears deceptive and entirely unacceptable for a company operating in this market. Make no mistake: unless this matter is resolved immediately and satisfactorily, we will ensure that this experience is documented publicly and extensively.

I ordered a light olive carpet and initially received a completely wrong carpet with different dimensions features and warship. After I complained, a new carpet was delivered quickly with the note, that the carpet, that had been delivered to me was not intended for me at all. The new carpet arrived with the correct dimensions and features but the colour is different. It is a dark green and not a light olive tone. Dispite multiple emails and request for clarification regarding the colour difference, I did not receive a response from them. I also included a photo of the carpet where they can see that the colour is different. The incorrect carpet has been sitting in my home since October 31. It has not picked up as promised.
We have several carpets from Morocco in our home. These were always supplied by the same dealer we were always extremely satisfied however our dealer has closed his business for health reasons.

I am very disappointed with my purchase. The rug I received looks nothing like the product images on the website. The colors are completely off: the yellow tone is missing and replaced by orange, there is an unadvertised red color, and the blue does not match the photos at all. Furthermore, the pattern proportions and the tassels differ significantly from what was shown.

What makes it worse is the lack of communication. I sent multiple emails regarding the order process and the return request, but have received no response at all. The hotline is only available in Arabic, making it impossible to resolve the issue as an international customer.

I cannot recommend this seller. If you expect a product that matches the pictures or a reliable customer service, look elsewhere.

Unfortunately, I cannot attach a photo here to show how big the difference really is. The website images are simply not reflecting the reality.

Rug came exactly as ordered within the listed delivery time. I am very happy with it and it is beautiful, well-made and high quality. Customer service was responsive and I received frequent emails on the status of the rug.

I am updating my review to reflect the situation as it stands today.

I placed an order for a large handmade rug on October 12th (approx. €1,500). The website stated a production timeline of 6–8 weeks. On November 14th, I received an email from the company with a tracking number, but the carrier (Aramex) has consistently shown that the shipment label was created and that the parcel was never handed over to them.

After several unanswered follow-up emails, I eventually received a reply explaining that my rug had been mistakenly shipped under another customer’s label and that a new rug would be produced “from scratch” within two weeks. I was also told that I could visit the workshop in person, as I was travelling to Marrakech.

However, despite multiple follow-ups, no concrete details were ever provided: no workshop address, no meeting time, no confirmation, and no contact person. The only explicit request I received during this exchange was to remove my Trustpilot review. Since then, communication has again stopped.

At this point, more than two months after payment, I have not received the product, I have not been refunded, and I have no confirmed delivery date. I also discovered that several other customers across Instagram and Trustpilot report similar issues: lack of responses, delayed or missing orders, and no clear follow-up.

I genuinely wanted to believe this was a coordination issue and made multiple good-faith attempts to resolve the situation privately, including offering to visit the workshop. Unfortunately, without concrete action or reliable communication, I cannot consider this matter resolved.

I am sharing this update so that other customers can make an informed decision based on my experience.

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I placed an order for a large rug on October 12th. The website indicated a 6–8 week production timeline. On November 14th, I received an email from Craftily Marrakech with a tracking link, but the tracking status has never changed and still shows that the shipment label was created but the package was never handed over to the carrier (last update: November 15th).

I have sent three follow-up emails to the contact address provided on their website and have not received any reply. I am increasingly concerned, especially after seeing other reviews from customers who also mention not receiving their orders.

At this stage, I simply wish to receive a clear update on the status of my order, or a resolution from the company.

Very happy with this sturdy handmade rug. The color differs from what I thought I ordered, but as the seller said; it is a natural product and that has to do with many factors. Actually, I ended up liking this color more than I expected 🥰

I ordered a rug on May 22 and was charged on the same day. I have received nothing since. Have tried to contact several times through email and their chat. No response whatsoever.

BUYER BEWARE
Unfortunately, I was misled by this company's rug advertisements. I ordered two rugs online, but when they arrived, the quality and color were nothing like what was shown on their website. I had hoped to receive beautiful handmade rugs for our home, but that wasn't the case.
When I contacted them about the discrepancy, they claimed there could be up to 10% color variation. However, the difference was far greater than 10% and nowhere close to the color we originally requested.
More disappointing was the quality. The rugs don't feel or look as luxurious as advertised - their videos and samples are completely misleading. The rugs feel wiry and constantly shed.
I requested either a refund or replacement for the rugs that were supposed to match what I ordered, but despite multiple attempts and sending photos and videos as evidence, I've received no response. I've lost my money entirely.
I would not recommend purchasing from this company at all. Buyer beware

Absolutely gorgeous rug, arrived in 6 weeks as stated on the website. Price is very competitive for an artisan wool rug -we’re renovating right now so the rug will stay in storage until our place is dust-free but I am very excited to finally style it in our loungeroom.
Note on my initial doubt:
I was a little dubious when deciding to buy from here due to the lack of reviews.
Ultimately, the company info included on the site gave me the context to trust the business (I believe they are just starting up, hence the lack of reviews).

I recently purchased some Moroccan home decor items from this website, and I couldn’t be more satisfied! The products are of outstanding quality, beautifully crafted with authentic designs that bring a unique charm to my home. The customer service was exceptional, friendly, responsive, and attentive to every detail.
I was also impressed by how quickly my order arrived, securely packaged and in perfect condition. I highly recommend this site to anyone looking for high-quality Moroccan decor with a seamless shopping experience. I will definitely be ordering again!