Rug Couture Reviews 376

Lee and his colleagues at Rugcouture were extremely helpful and patient with us during a fairly protracted period of design and colour selection. It is not easy to do this exclusively on line as colours do not translate accurately. Selected colour samples can be supplied and are very helpful but if you are not too far from Oldbury (nr. Birmingham) a visit may be helpful.

I bought a two by three meter hand-tufted wool rug (HK4) based on my own design. I am very pleased with the result, which is thick and well made. The rug took about four months to deliver, but I was not in a hurry. I just imagined someone tying every knot! I had hoped for a one-to-one correspondence between image pixels (at some resolution) and the knots tied, but instead there is a human in the process, albeit a very helpful one who sent images of how the rug would look. They also sent wool color samples, which helped me choose. I would buy another rug from them.

Our second purchase from Rug Couture and everything is exactly as we envisioned and, as was the case with the two earlier but smaller versions, the colours and pattern are really wonderful. Once again everyone at the company kept us informed every step of the way despite the Christmas and new year bank holidays
When we unwrapped and rolled out the rug, despite the bold pattern and colours it fit into our living room as if it had been there for a long time bearing in mind we had for a number of years been living with a plain beige colour due to the fact that we were unable to find a made to measure item. We have already recommended this company to others.

Lee was fantastic from start to finish, so helpful and the service and advice provided was 10/10. The quality of our new rug is amazing and we are so pleased with the results. I cannot recommend this company enough for a truly superb service.

I happened to come across Rug Couture whilst googling ‘abstract patterned rugs.’ I knew that I wanted a rug with three or four colours. I called the company just to make sure they were legit (I always do) and somebody answered; this got the ball rolling. I have a young Baby and a cat and knew that I would need the rug to last as well as being unique. Lee was absolutely amazing in his Customer Service, especially his patience! I changed my mind several times on the design and colours however, Lee had no hesitation in sending me as many samples as I needed and ensuring that he cleared up my misunderstandings on things in the process. Upon the arrival of my rug, I was astonished with the level of intricate detail. It’s just amazing! Thank you so much. This rug has made my home warm and eye catching.

Having used Rug Couture before, I knew that I wouldn’t be disappointed.
I wanted a large rug to match the quite intricate design of my curtaining so was advised to send them a sample of the fabric.
I cannot find the words to describe how ecstatic I am with the finished rug. Colour matching is perfect and the design, such an amazing reflection of the fabric. The quality is excellent and finished to the highest standard.
Every time I spoke to a member of staff, they were helpful, informative and very patient when answering my many questions. I was kept well informed at each stage of the process and was so pleased that delivery was well inside the time scale.
Many thanks to everyone involved in creating something so beautiful.

A shout out to Lee who was very helpful on a number of occasions regarding samples and then updates of the rugs progress. The rug is perfect! I would've given 5 stars but the rug took 2 months from order to delivery. I appreciate that it was an intricate pattern and there was a shipment hiccup. However I would definitely recommend this company and would use them again.

Great service from start to finish. Free colour and rug samples sent very quickly and the rug looks amazing in my living room.

UPDATE: Shipment sorted out. Shipping score is still 0 so but removing that from the process and basic this on the Service before and Product, I can give them a 5/5. The service Lee has provided has been great. The quality of the rug is beautiful and the design is exactly what I wanted. Lee has advised of alternative shipping options so based on the Service and quality of the Product, I'll be happy to keep using them.
---------------------------------------------------------

This review will be a Work in Progress and I will come back to finish based on the result, however I wanted to give a perspective the process of ordering and dealing with Rug Couture from someone looking for a custom large size wool rug in Australia.

Reached out to Rug Couture and Lee was very pleasant to deal with. Very helpful and providing really good service.

Design process was very good with Lee helping through the entire process and sending samples to make sure I have what I needed.

As I was on a stricter timeline, I made sure that the design and shipping would be in a timely manner as I was leaving for overseas. Lee advised end to end was appox. 10 weeks. Was happy with that and proceeded.

Now the next part I'll divide into pros and cons as I want to share with others what the ordering and shipment process was like and things I found out later

Pros
Service - as stated Lee was very helpful throughout the design and production of the rug
Price - Multiple options and while price was on the higher side, the quality of what was offered (based on the samples) seemed really good
Design - Was super excited as the team looked like they could accommodate my design which was fantastic and I was also looking to purchase more custom rugs down the line

Cons
Contact - Now I didn't realise this but I believe Lee is in London or overseas so contact with him is only late and night so in emergencies it was really hard to get hold of him. You can call the office which I did and the girl who picked up said Lee would call me back but never did. After that it was an email reply at the same late night.

Production Location - The rugs are made in India which is no problem, however with any Production overseas there is logistics issues like the other reviews have stated.

Shipping - This is where the nightmare begins in this order. Everything up to the shipment was really good. Had little hick ups with the design but I was fine with that as it was a miscommunication. If I can give advice, if you have intricate designs, make sure the colours and design is exactly what you want down to the slightest colour or detail before you approve it. I asked Lee as I was leaving and I had to get renovation done and it was dependent on the rug as furniture was waiting to be placed on it and just sitting in their boxes until it arrives, if we can expedite the shipping somehow. He spoke to his team and they sent it via FedEx Priority Freight which on the website says it should be delivered 1-3 Business days. It's now been 8 Business Days and it still hasn't arrived. The tracking of this rug has been a nightmare and I've been having to waste personal time to be home waiting for it. FedEx has said it would be delivered 2 days in a row now only for them to say the system was incorrect and it wasn't even on the Van even though it said it was. I followed up with Lee and he said I needed to follow it up with FedEx which has been the worst to deal with.

So the work in progress of the review is if I get the Rug, I'll come back and review the quality of it and add to this (shipping and delivery is already a zero score). If not then I'll come back and adjust based on whether or not the refund process is smooth with Rug Couture.

It's a shame as stated, I was really happy with everything leading up to it and was going to buy more rugs from Rug Couture, but as long as they're still using FedEx or are not going to hold them accountable for accurate delivery then I'll be looking at a domestic company (note that Rug Couture lists a Sydney Office, however everything seems to be operating offshore so it's shipped directly from the Production line to you which seems great, but there is no oversight on delivery and it's left to chance. I would rather them ship to their office and arrange a domestic courier. At least that way they have control when it will get to you rather than gamble with international dependencies).

Good quality rug, very happy with it. Appreciated the care taken, after initial order submitted, to ensure product would meet my expectations. Rug arrived in good condition within expected timeframe.

Would absolutely recommend Rug Couture to anyone looking for a bespoke carpet. My wife is an artist and for years I've looked for someone to turn one of her prints into a carpet. Rug Couture send samples of carpet type and colour samples for the threads based on the image I sent them. Carpet arrived today, fantastic quality and looks fabulous.

I purchased a rug from Rug Couture but was very disappointed when the rug arrived and the main color was much darker than the color sample i was sent. The company wouldnt offer any form of return .
I would not recommend buying from this company. I am left with a very expensive rug which doesnt match my room.

I left a negative review because the rug color didn't match the sample I received. It was disappointing, especially given the cost.
But i have to say Rug Couture went above and beyond to make things right. They responded quickly, took my concerns seriously, and offered a fair resolution that showed they genuinely care.
It's rare to find a company that takes responsibility and values customer satisfaction. Mistakes happen- but how a business handles them is what really matters. I now feel confident recommending Rug Couture because of the way they handled this situation.

Very good service and they let us know the progress of our order which was extremely helpful.

Everything was excellent. I would strongly recommend it to friends and family.

I have looked for months for a quality rug for my redecorated lounge. It had to be wool.
I found , while searching, Rug Couture which ticked all boxes.
It offered choice , quality, great service including samples of colours and fairly quick delivery. I partly designed my own rug, which was exciting.
I love my rug and so do my visitors.

Fantastic customer service! Reply every email very soon. The rug is so beautiful, same as shown in the picture.

As a professional artist, quality and colors are everything in my work. Everything Lee and his team did for my custom rug project from beginning to end worked out. I flowed what they needed from me and my creativity soared. They matched the colors I asked for provided me with 1000% workmanship.The sample yarns were exact and the final rug was/is beautiful
My client is happy and I am too,, I look forward with working with them on more rugs i design.

Rug Couture made everything so easy. The colours were exactly what I wanted, and the samples helped me choose with confidence. The rug’s quality is incredible, and it looks perfect in my home. I’m honestly so happy with it!.

Always excellent service and beautiful rugs.

Excellent communication when placing the order. The rug arrived on time and looks fantastic!