Update: I received an email from Trustpilot today saying "The Rug Company believe your review actually belongs to another business.". I had to login to confirm that my review was indeed inte... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Our rug came shortly after our order - faster than we anticipated. It was delivered safely in a very securely wrapped package. We are very pleased with the rug quality, design and colour - they all m... See more
So I had ordered a Blue Mohair rug from them back in January. I let the CS agent know that I was on a tight deadline and she was very understanding and assured me I'd get the rug in time. I got a ru... See more
Excellent customer service and Jake always shared updates on my order. The rug that I ordered even arrived sooner than expected. The delivery team also arrived on time and they were very helpful. Happ... See more
Company details
- Rug Store
- Carpet Manufacturer
- Decoration and Interior Design Store
- Flooring Store
- Furniture Accessories
- Home Goods Store
Written by the company
Discover & fall in love with our luxury rugs, beautifully hand-made with the finest materials by our famous designers. International shipping and return on all orders online, visit our online boutique today!
Contact info
210/A Harbour Yard, Chelsea Harbour, SW10 0XD , London, United Kingdom
- +44 (0)20 3369 3912
- customerservice@therugcompany.com
- therugcompany.com
2.6
Poor
30 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very professional from start to finish
Very professional from start to finish. Good communication, effective, offered earlier time slots - delivery team was accommodating, was happy to move some furniture around a couple of times until it was perfect.
23 August 2023
Unprompted review
Great service
Just received a beautiful cushion from The Rug Company. Great service and great quality! All packaged in a lovely bag that will now become a reusable shopping bag! Brilliant all round!
9 August 2023
Unprompted review
A flawless service
A flawless service. We love our mohair rug for my daughters room. Arrived much sooner than expected. Delivered right on the time slot requested and put into position and all packagings taken away.
28 July 2023
Unprompted review
Excellent helpful service
Excellent helpful service relies to questions and all aspects of rug purchase were excellent
16 July 2023
Very good very good
2 July 2023
Highly satisfied
We have used The Rug Company to make small bespoke rugs for us at three different times in recent years. The last rug was delivered in February 2023. On each occasion, Sam, a long-term employee and designer of the company, was willing to visit our home and discuss the design and colours (he brought samples of wools) with us while viewing where the rug would be situated. At all stages, we were able to view and comment upon the design so that it could be modified according to our preferences. We also received large samples of the rugs from the workshops in Nepal so that we could "live" with and feel comfortable with the chosen colours and design before confirming the finished product. We have never had any problems with contacting the company by phone or by email or when visiting their showrooms in Notting Hill. If we wanted a fourth bespoke rug for our home, I would not hesitate to contact them again.
14 February 2023
Unprompted review
No prices on their website and no-one replies
Update:
I received an email from Trustpilot today saying "The Rug Company believe your review actually belongs to another business.". I had to login to confirm that my review was indeed intended for The Rug Company.
I wonder how many legitimate reviews they have removed from Trustpilot using this tactic.
It's frustrating that instead of replying to my ticket, they try to remove my review.
Original review:
No prices on their website and no-one replied to my request for a quote.
I emailed on October 26th with a list of a few different carpets and sizes and I've only received a confirmation email with a ticket number. No-one has responded.
16 December 2020
Unprompted review
Reply from The Rug Company
Hi Kevin,
Thank you for your Trustpilot review of The Rug Company.
We appreciate your feedback and sincerely apologise for the lack of response to the initial review you left us.
We were surprised by the content of your review, as we do have an EU website available, which also existed in 2020, where you can view pricing on our entire product catalogue when shopping from the Netherlands. You can find a link here for your perusal - https://www.therugcompany.com/eu/
Our design consultants endeavour to respond to emails within 24 hours of receipt and these requests are monitored closely by our client services team. Please accept our regrets that you did not receive a quote on the rugs you had an interest in.
If there is ever anything we can assist with in the future, please don’t hesitate to contact our client services team at customerserviceeu@therugcompany.com.
Kind Regards,
The Rug Company
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