TheRugShopUK Avis 

Despite the delivery co DHL not being able to find the address. After contacting them received my rug next day. Beautiful rug. Even better in real life. More than happy with it. I would have no hesitation in recommending this company's products. One
happy customer.

Terrible experience. Rug arrived, description stated black and white - it was definitely not white but dark beige so it didn't go with rest of decor. However, I was happy to match it with another part of the house, but would need a bigger size, so I emailed them asking effectively to return and upgrade (i.e. paying them more!) rather than a refund and that I'd matched it elsewhere and was happy to return and arrange (and pay!!) for a bigger size instead. Very short defensive response that it was as per description, I would have to return it and it would cost me 25 pounds to return. Not interested in my solution of being happy to arrange, swap and pay for a bigger size (!). Then sent me another curt and defensive email saying I would have to pay the 25 to return before any refund would be processed as it was not their fault. Really disappointed, no interaction or support in resolving this. I obviously did not buy the bigger size and am now out of pocket with zero rug and dreadful customer service. Unpleasant (and odd) experience.

Had a problem with delivery of goods but resolved amicably

I ordered and paid for 2 rugs, I only received 1 but every time I call them I am told the second one will be dispatched. A month and many phone called later still no sign of my second rug.
Order number 1000052246

Happy with the product. Fast delivery. However, I never gave them permission to send text messages to me promoting special offers. There is no opt out option and because they haven't taken my personal data seriously, I won't be ordering from them again.

I purchased two Asiatic rugs which were delivered within a few days by DX couriers. One of the rugs was dispatched in the wrong colour, a quick call and email with images and the replacement was ordered and a courier arranged to collect the wrong one. All in all pretty good service I would definitely use the website again!

Bought a rug which was perfectly fine but they spam your email account even 2 years after you made the purchase.
Time to complain to the ombudsman again.

Edit: I did Unsubscribe 2 years ago yet you still spam accounts.

Brilliant service, super fast delivery and lovely item, highly recommended. I will be a returning customer. Thank you.

I ordered a rug which was delivered by APC. All good no issues. Only I'm in a dispute with a company called Home Linen Store. Who produced the delivery verification photo, fraudulently claiming it was their delivery. Now 'How did they get hold of the confirmation?' and 'How did they know I had ordered a rug from another company?' Obviously The Rug Shop UK know more about this than they are saying.

The delivery confirmation from this supplier was fraudulently used by a company called Home Linen Store. How they got the confirmation has not been explained to me or the police. A COMPANY INVOLVED IN FRAUD. Maybe you should avoid!

WARNING DO NOT BUY FROM THIS COMPANY
First of all I was sent a rug that was stated as beige/green in the product description. I was so disappointed when there was no beige to be seen. I called their office to be told I would have to pay £21 return fee which I disputed and sent over photos to be told again i would have to pay a £21.99 return fee! The brooklyn rug looks beige/green in the picture and the description states beige/ green. There is NO BEIGE in this rug it is GREY! And if you look on social media you will see loads of customer complaints about the same rug! Fault lay with you for putting the wrong discription on the rug but
I reluctantly agreed to pay the £21 return fee as i didn't want to be left with a rug of no use. Then they had the audacity to add on another fee of £14.99!! A total of £35.99 which is absolutely out of order. NEVER ONCE WAS THIS MENTIONED
Rug cost £131.48 (discount code)
Collection fee £21.99
Shipping Fee £14.99 S
REFUND £95.43!!!
BE WARNED ⚠️ IF YOU BUY A RUG FROM HERE THIS IS WHAT HAPPENS!!

This is the most ridiculous company I have ever dealt with. Ordered a rug three months ago and they have promised shipment three times but they had an excuse every time they didn’t deliver (e.g. it was lost, it wasn’t in the container etc). I have been told that the money has been refunded but the money isn’t even in my bank. We have waited for several months and now have to look elsewhere for a different product. Avoid like the plague. A complete disgrace.

I ordered 2 rugs order number 1000049567 , the delivery toke longer to arrive but I wasn't happy with the quality and wanted to return but they asked for £52 return collection. Very disappointed with them , now I know why Amazon and Ebay are attracting more trust. I had to arrange and pay for the postage myself, I used the ups, same company they had sent my parcel with and I paid under £15 , while the rug company wanted to charge me £52 , instead of co-operation they even wanted to cheat me on that too . Shame on you

Bought two rugs from this company they were not suitable for what I wanted, had trouble on the phone with a customer service re return label and was told get it yourself...then after reporting it to the rug shop and complaining to klarna they organised a return and collection free of charge..I now had a refund as they have received the rugs back minus the collection of just over £12 considering they offered me free return with all my trouble...SO UNLESS YOU KNOW THAT THE RUG YOUR BUYING IS RIGHT FOR YOU! I SUGGEST YOU USE A DIFFERENT COMPANY

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 .