TheRugShopUK Reviews 

Hi purchased a tug on the 11th Jan 2024. TheRugShopUk keep telling me that it on it's way. I have finally given up and asked for a refund. Now they are totally ignoring me

If I could give zero stars I would. My elderly mother treated herself to a rug to find a totally different colour rug delivered. The customer service have been absoletely disgraceful.
The colour on the website was brown but she recieved a grey and all they did was tut on the phone at my daughter, HOW RUDE.
This rug is nothing like the advertisement and as he told my daughter her phone must show a different colour, funny mine shows the same.
WE WILL BE TAKING THIS FURTHER
AVOID THIS COMPANY AT ALL COSTS

My elderly grandmother recently bought what she thought was a Brown rug online as the photos shown were brown but once it wad delivered the colour was a light grey.

After contacting the company multiple times via email we are struggling to send this item back without having to pay a return fee of 30 pounds and arranging all of this with a delivery company. ( therugshopuk don't handle the return at all)

I have been told on the phone tonight that it may be my phone screen making the rug look brown online and that photos can be deceiving and that actually when they show a brown rug they do mean grey.

The man was rude constantly talking over me or just putting me on mute expecting me to put the phone down.

All in all there is no customer service just one guy called harsh answering the phones and emails.

Not holding my breath for a refund or a call back as requested.

Will be emailing trading standards if nothing is done as well as reporting them for having no vulnerability policy.

Edit - even after this review and multiple calls advising them to call ME back they called my Grandmother AGAIN who obviously didn't answer.

Rug has been sent back at a cost no service what so ever

Ordered and paid for a rug in April advised not available until July contacted them to confirm order only to be told the new date would be October but not guaranteed.
Requested a full refund.
Then advised they had others in stock.
Ordered another rug and would you believe it ....not in stock.
Now waiting for a refund on 2 none existent rugs.
Avoid this company like the plague
****Finally received a full refund on both rugs******

The rug we ordered is beautiful and just as shown in the photo. Delivery was excellent.

Would not hesitate to recommend this company. The rug I ordered is beautiful and was delivered at no cost to myself very quickly .The price I paid for the rug was also much less than advertised by competitors some of whom also charged for delivery .

Ordered a rug on Wednesday afternoon, it was delivered Friday morning, great rug, exactly as described and shown on website with a good price. Excellent service would recommend.

I purchased a very expensive rug from therugshopuk, which I am very happy with. However, I could have bought exactly the same rug elsewhere (eg John Lewis) at the same price. The reason I chose therugshopuk is that they were offering 10% cashback through topcashback.co.uk. They then declined to honour their offer, on the basis that the order had been cancelled, even though the rug is sitting in my lounge. They, or their agent, have continued to refuse to honour the offer despite repeated attempts to challenge this. Buyer beware!

Update - following the response from the retailer, I provided all of the details asked for to enable them to track the order. They didn’t even bother to acknowledge or respond to the communication and needless to say they have not rectified the issue.

Unfortunately the rugs I ordered weren’t quite the right shade I was looking for but the customer service was amazing! Alex was very swift with her replies, arranged a collection for the next day and proceeded the refund in a timely manner. Would absolutely recommend

Despite our pathetic inability to measure our lounge correctly, which resulted in having to exchange rugs, Sam and his team were patient, very professional and extremely helpful throughout the entire process.
Along with the high level of service and attractive prices they're just very pleasant people to deal with. Would highly recommend!

My second visit to "The Rug Shop, this time for two "Spectra Tampa" runners for our hallway - they arrived safely today at the expected delivery time and we are absolutely chuffed with them.excellent quality and the best price online!
We would highly recommend a visit to their website if you want quality with good prices and great people to deal with.

I placed an order and one size was out of stock. They contacted me almost immediately to inform me of this. Excellent customer service. I have 2 Asiatic Aurora AU13 Mica rugs. They arrived promptly and I am very pleased with them. I would definitely recommend this company.

They advertise price match but when I contacted them they said they couldn't match the price i got.
Update to their reply ... the company I bought from do not supply second hand .. my rug is new

I ordered a Living Treasure circular rug, order number
#2000068044 just after Christmas. It was an expensive rug but cheaper than other sites. I was apprehensive ordering on line when paying so much but I needn’t have worried. The rug is absolute beautiful, beautiful quality and colours. The customer service was very good and delivery took just over a week. I found this impressive as it was the New Year holiday. I would definitely recommend The Rug Shop UK and, I wouldn’t hesitate to order from them again. Thank you

Rug arrived damaged, very cheap quality, said I would have to pay £40 to return. Never got refund had to raise a dispute with PayPal.

Edited 10/05/24
If you refunded me the next day then why did I need to get PayPal involved. You was messaging me please cancel PayPal dispute.

Be carful how you pay people because I would have had to keep damaged rug or pay the £40 return it to them for them to say it was my fault.

Only got refund because PayPal got involved.

My rug was being despatched from Belgium and 'went missing' which was very regrettable the first time round - I hope they find out how. Sam arranged for a replacement and promised to get it to me before Christmas despite a tight window and he was true to his word. Lovely rug and well worth the wait.

Order #1000046825

I purchased a large and expensive rug from this shop. The order arrived promptly on the scheduled delivery date, the packaging was safe and secure, and the rug was as per the images on the website with no damage.

I purchased an expensive rug from this company. I couldn't open for 4 weeks and when I did the rug was badly damaged. I got in touch and was originally told they would replace the rug, then I received another e mail to say the firm they bought off would not replace it. They have been unhelpful and are not abiding by my customer rights. I will be taking legal action if I have not received any satisfaction within 14 days. Do not buy off this company I am out nearly £400. If there is a problem don't think they will sort it, they don't seem to care. Your reply is totally false I had not used the rug at all it was in its original packing due to delay in finishing the kitchen. The damage is extensive either fire damage or water damage. It was on the inside of the rug so whoever had packed it would have certainly known. I wasn't returning the rug for any other reason other than it was badly damage. I do have rights as a customer for damaged goods. As you know this is now an ongoing court case.

Great choices and easy to use website. The rug is exactly as depicted in the images and is fun, colourful, soft and warm.
Communication is excellent and the rug arrived in secure weather proof packaging.
Order #1000046372

Order Number #2000066771
Would highly recommend, prompt delivery. The rug was exactly what I ordered and looks lovely and a great price too.