Cyrus Rugs Australia - Nerang Avis 15

Cancelled my order the very next morning (within hours) before it was shipped or processed. Cyrus Rugs still deducted a 10% “admin fee” ($116.91).

There is NO cancellation policy on their website. Only a refund/returns policy, which mentions a 10% fee for returns — not cancellations. I clearly told them in writing that I did not authorise this deduction. They ignored it.

I escalated to my bank and the Office of Fair Trading. Cyrus Rugs still refused to return the fee.

This feels deliberately misleading. A $100+ penalty for cancelling an unshipped order is unreasonable and not clearly disclosed at checkout.

Think very carefully before ordering. If you change your mind — even within hours — expect to lose money.

All good - exactly what was offered and friendly staff

Great selection of rugs at a competitive price. Online purchase made easy.

The Nerang Store staff friendly and very helpful. Tiana’s customer service was amazing. The warehouse lads also stepped in when asked. Nothing was a problem. Tiana listened to what we were after and showed us the perfect rug for our home. Very happy. Thank You.

Great customer service that addressed my concern and cut through red tape.
Rug was delivered in a timely fashion and in excellent condition.

I have bought about 5 large rugs from Cyrus Rugs over the years. All are very good quality and long lasting. My most recent purchase was at the Nerang store. Shout out to Bella, who was extremely professional and responsive. Thanks Bella!!.

Very easy from start to finish. Great communication and friendly efficient delivery process. Thank you.

Worse experience Ive ever had. Not convinced their 5 star reviews are genuine either. Sold me an awful cheap rug with faults, refused me a full refund. Have taken them to VCAT. What was worse than this was their behaviour and conduct, lack of communication, extremely rude, combative, indulting. Just never experienced anything like it.

Worst company to deal with. Went to the Bundall store and found a rug we liked but it was too small but there was a larger one on line. When we asked the store manager, he advised that he could bring it in for one price. When we mentioned it was cheaper on line, he turned very aggressive and did not want to talk to us and walked away. So we ordered it online instead. Several days later, I contacted the Nerang store and they advised it would be in on a Tuesday and delivered the next Thursday. No show, no calls, nothing after us staying home all day. I called the next morning and the store person said the delivery driver called several times but that wasn't true. Went to the store and picked up myself. I asked for compensation but was advised no such luck. Just a poor customer experience.

Even though I was not able to take advantage of free shipping that was originally offered (because I live in a remote area) - today I went to collect my purchase & I found the staff to be lovely and very helpful indeed.

We have bought 3 beautiful rugs from Cyrus rugs and we love them. The staff are helpful and there are so many rugs to choose from. A great shop

The biggest variety of rugs we have ever seen staff very helpful and great prices. Highly recommended.
Charles Kennedy. Gold Coast, Qld

Great service and quality product, love my new rug!

I have been forced to take Cyrus Rugs to court as they sold me a faulty rug, then took the rug back but to date have still not returned my money. They also refused to show me the returned rug when I returned to the store and refused to return my money. So I have no rug and am down $850 as well. - The reply by the company is completely incorrect as I did return to the store and they refused a replacement, they refused my original rug and they refused a refund. It is a true reflection of this company that I have to start proceedings with QCAT to be regain illegally withheld funds.