Rugsfactory Avis 10

Order #00209973. I placed an order on 28th July. The expected delivery timeframe was 2-4 working days. This timeframe passed, so I emailed the customer service team for an update. They confirmed on the 4th August that there was an issue with the courier system but my order will be dispatched by 6th August. Some time passed and I didn’t received my order. I sent a follow up email on 12th August with no response. I sent another email on 18th August asking for an update or a refund, again with no response. It is now 20th September, almost two months after placing my order, and I haven’t received my order or a refund. I now have no choice but to escalate this and warn others not to order from this company. Very disappointing.

No order received no contact number to ring them and they don't reply to emails!!!! Joke of a so called company!!! So annoyed as I used them instead of elsewhere, now I'm money down and no rug to show for it with no replies, avoid at all costs!!!

My order number 00209278, returned a rug told to wait 30 days ? ? Why 30 days ? Been 40 days still no refund , no reply from emails . Do not buy from this company because they ignore you. Well they take your money with no issue it's the getting it back that's an issue .

AVOID this company at all costs. My item did not arrive and is well overdue. There is no customer service phone number, you can only contact the customer service team via email. Customer services ignore all emails, it has been over a week and they still have not responded to my request for a refund or an update.

Please save your time and money. AVOID!!!!

I would give 0 rating for this company as they seems to be a fraud company, I had ordered 2 large carpets and a runner , quality of the large carpets was very bad and I had to return them, I was told to drop it off at self storage in Wembley and that I would be refunded after 30 working days, I am constantly emailing them in regards to my refund, but nobody seems to care and I did not receive my refund till now, purchased the rugs in in March, and refund was to come by mid May
Please do not purchase anything from them as they seems to be a fraud company

Not received my rug yet and not yet able to get a reply from customer service as to delivery.
Wish I'd read these reviews before I placed my order

Avoid avoid avoid dealing with them. Poor customer service and no telephone customer service, only via emails. For a new query, they respond between 24-48 hours, then they ignore you. Below is my story.

I placed an order with Rugs Factory on 30th April and, during checkout, I entered my new delivery address as I had recently moved. Rugs Factory uses an app called Shop to manage checkout and tracking. I already had an existing account with Shop, but I had not yet updated my home address there. As a result, the system pulled my old address for the delivery.

I realised the mistake the following day and immediately contacted the customer service team by email, since telephone support isn’t available. I received a confirmation from their team that the delivery address had been updated to the new one and that the order would be delivered accordingly.

However, the package was still delivered to a neighbour at my old address, opposite my former flat. I did not authorise delivery to that neighbour, and it is especially concerning given that I was assured my updated address had been received and applied to the order.

On Friday, 9th May, I was told that a replacement would be sent out to me on Monday, 12th May. Unfortunately, I have not received anything, and my follow-up emails have gone unanswered.

I have now opened a dispute with PayPal to claim a refund as communication from their team has ceased.

Sent rug back as poor quality - thin and very creased - can't see creases ever coming out. £25 delivery back they charge, fair enough. Got told had to wait 30 days after arrival back at the factory for refund - I got this info when chasing the refund after 2 weeks. Over one month later have heard nothing and no refund so have emailed them. What's with this 30 day refund rule? The fact they haven't even stuck to that is useless. Will contact credit card company if no refund soon

Terrible quality. The rug arrived creased and distorted, and customer service are trying to do everything to avoid giving me a refund. It's cheap for a reason. Avoid

UPDATE: After this review, I received a full refund for the additional rug and an email to say the refund was being processed. So, happy with the customer service and the rug appears as it did on the site and is good qualify.

4 Star as took a few days (and a review) to get a response.

AVOID:
Ordered a rug and had a notification the transaction didn’t go through. I then saw two purchase emails with separate order numbers and I had been charged twice.

No contact number and I have emailed several times and have had no response but emails to say BOTH orders are being sent.

Mistakes can be made but the lack of communication is shocking. No tel and no response from their customer service.