The Rug Seller Avis 

I placed an order on 24th January, and to this day, I have not received it or any meaningful updates from the seller. The lack of communication has been incredibly frustrating, and despite my attempts to get an update, there has been no response. I expected a smoother and more professional service, but this experience has been nothing but disappointing. I would not recommend ordering from this seller unless you’re prepared to wait indefinitely with no clarity on your purchase.

I ordered some wallpaper on 31 January. 20 days later I have not received my order.

The rug seller has responded a couple of times to my emails. They have said there is a problem with the courier. The tracking number they provided does not work, and they have said that DPD cannot find my address, but then sent me the address details they had and everything is correct?! (it is a Business address and DPD come every day).

The telephone number for them does not work.
it is impossible to talk to anyone at their business.

I paid through Amazon pay- I have logged a claim but I am unsure if I will get my money back.

All they had to do is telephone and say there is an issue. Customer service is non existent at this company.

Waiting 18 days for a refund for a damaged rug of £430 which the website says takes 3-5 days. No reply to several e mails, unable to contact be phone. Do not recommend this company.

Company have now contacted me and money has been returned. Thankyou

Good prices on Turtle Mats.
Delivered within expected timescales.

Have ordered few bedding items from them on 25th of January and clearly stated should be dispatched within 10 days. More than that passed, have sent several emails. Finally received an answer saying they are delayed because one of the items I have ordered has been sent from different warehouse and should arrive to them by end of week. Of course nothing happened, another week went by before sending me another email saying my item will be in stock maybe in May. I did reply saying is fine to receive the order without that particular item and it's ok for them to refund on original payment. No communication about my refund done, dispatched the order and on the account says dispatched even for the item missing. Received the order and surprise - another item (2 pillowcases from Sanderson quite expensive over £40 for both) have ordered multi coloured floral ones, arrived plain white. Have send on 14th another email asking for them to fix the issue and about the refund for the other item- no answer in 3 working days. Phone number never goes through. Is absolutely ridiculous, order somewhere else if you can. I ordered first time, but is definitely last. Looks like i lost money, received wrong things and have nobody to request explanation from.

I ordered a rug one eve and after a consideration I cancelled early the following morning. I called several times - no answer and emailed them. Eventually I heard that I can return the rug and claim a refund - postage paid. Following that no further response . Since that email I received another email contradicting this and we have to pay for postage.

I ordered a Rug which stated a delivery eta of 1-5 working days, this actually took a quite few weeks to arrive. The rug was good quality but the colours were pretty drab and not as bright as I thought they would be (personal preference) I followed the link to return the rug and paid £67 to return this. If you can I would advise going to look at this in a setting as its not cheap to send these rugs back. I followed my tracking and saw that the rug has been received back at The Rugseller on the 4th Feb. I followed up with a message to customer services to state that the rug was back with them and was advised that refunds were taking 5-7 days (website states 3-5) but a message would be sent to returns to prioritise. I followed this up again on working day 8 to advise that I have not had any communication in relation to the return and was advised that couriers have a back log of returns - its not with the courier! Refunds will be issued once they have processed them. Working day 11 and still no communication from The Rug Seller - I have followed up with an email to get an automated response back. The frustrating part is that you cannot speak with anyone as the number on the website diverts to a vm box which is full! I have ordered from The Rugseller in the past and have been happy but it seems the issues arise when a item is returned. Based on my recent experience it is not a company that I will be using again! I will be raising a dispute with my card provider if this is not resolved as £1060 is a lot to be out of pocket.

Ordered rug which had 1-3 day dispatch info. 2 weeks later received nothing. Chased by email - just got a fob off and DX tracking number (which says they haven’t received the goods yet so how can they deliver??!!). Tried to call and they don’t answer - voicemail is full so you can’t leave a message. POOR Customer service !!! I will have to go through my credit card to get a refund. Do not use this company…

I ordered a rug which was described as grey and blues. When it arrived the colours were browns and turquoise greens. I have contacted the company on numerous occasions via email. I cannot get through by phone. I have asked for the rug to be collected and refunded and do not think I should have to pay postage as this is the company’s mistake not accurately describing the rug, not mine.
I seem to keep receiving the same email reply saying they are having problems with the courier service and will sort another courier company and collect the following week but this never happens.
I would not order from this company. They have been totally unreliable. Dreadful customer service.

Do not use - poor customer service
The company confirmed receipt of the return of the rug on the 29th January - however, I am still waiting for the refund of £223.99. They do not answer their phones and provide a stock answer to email queries. Very disappointing service - won't be buying from the Rug Seller again.
19/2/25 - Have escalated via Resolver and also PayPal as per other reviewer to try to get money back - hopefully that will get some response from the company.
20/2/25 - Thankfully have now received a refund via PayPal escalation. The Rug Seller has also been in contact to apologise for the delay

We have used The Rug Seller a few times over the years and have never been disapointed. Ou recent purchase of a rug for our living room was in the January sale and the price was way lower than anywhere else. Add to that free delivery in a couple of days I have no complaints whatsover.

Wasn't sure about ordering on-line. I spoke to customer services and was told it was easy to return a rug if it wasn't suitable. I then ordered and DX delivered it when they said they would. The rug was very well wrapped. It was just what we wanted.

I bought a rug for £1750 back in early December last year. It was delivered with a large hole in it! I asked for it to be exchanged, but it still hasn't been, They are meant to be collecting it and delivering a replacement today, but I've received no confirmation or tracking, and always impossible to contact them by phone.

Absolutely appalling customer service from their Returns department. I was not entirely satisfied with the quality of the curtains I had ordered and sent them back via recorded delivery.
The tracking system shows that the package was delivered to the warehouse on the 21st January.
Three weeks on and I am yet to receive the refund for this.
So double lost for me, no goods and no money back in my account.

In addition to the above, I have been unable to speak to anyone; their phone lines cut off after four rings. Equally there has been zero response to my emails.

Very disappointing and frustrating. Would not recommend at all.

Please don't waste your time with this company. No-one answers the phone or emails. My order still hasn't arrived after two weeks and there isn't anyone to contact. Absolutely disgraceful!!!

Update on order - I had to escalate this to a claim via Paypal, who were excellent at getting this sorted. I've received no communication at all from the Rugseller.

Bought 2 rugs decided to only keep one . Says no quibble returns . Paid to return next day tracked . Saw delivery notification was received by them . Have had no email from them to confirm , about a week after I called to enquire what was happening was told oh yes we have it but delays in refunding will put a note to expediate . Sent emails to enquire , first one back saying they don’t have it and to contact courier company ! Then another to say sorry yes we have the return and will process it . That was last week . Have tried to call the customer service number all day about 20 times it just goes to a call minder which says it’s full . Sent more emails to find out what’s happening , being ignored it’s £287.99 of my money I’m now overdrawn and paying interest and frantic to get my money back have now reported to trading standards they’d said they are breeching their contract. 3 weeks later and no refund and being ignored ! What is the problem here ?

Still no refund was told when they did answer emails that my refund had been actioned last Thursday at 12.31 that would take 3-5 day but nothing today . Been calling their phone since last week no one answers ! Today the call doesn’t even connect , I think it’s a scam company beware people. I’ve got to put a claim into my credit card to try to get my refund .

I ordered a rug and after a few days it was shown as our for delivery, great! Half way through the day the delivery changed to return to sender so didn't arrive. I called & was told it was scheduled the following day.. it did not show. After calling many times but receiving no answer I used email & luckily did receive responses. I was told on two more occasions my rug was out for delivery but both times half way through the day it changed to return to sender. I have now requested a full refund as I have no faith it will ever arrive (after a month of trying) to send it. I've received confirmation of this & am hoping it is legitimate & I'll get the money back in a couple of days. It is hard to tell if this issue is with the rug seller or DX delivery so 2 star not 1. If it is with DX though they need to find a new shipping service as this will lose them many customers, it is their responsibility as a business to make the end to end experience right.

Why don’t companies just update you? If their website says 1-10 working days then thats what it should be, if companies cannot fulfill this then just email so at least your customers know!
No reply from customer service, I should’ve checked out Trustpilot before I purchased.
Very frustrating, I am sure the goods will be great if they ever arrive but I wanted them for last weekend so very disappointed:(

Ordered two rugs, both arrived very quickly and is of good quality. They are sold by other retailers too but The Rug Seller was the cheapest of all and delivery was also free. What not to like?
(Return process not tested)

Ordering and paying for a rug is easy and speedy.

Returning a rug with their boast of 'no quibble returns' is anything but.

The rug was returned promptly and it took over 2 weeks for the refund to be processed and back with me. This was after several contacts with a customer service department who either don't care about customer service, don't communicate accurate information or are just not very good.

A little tip for you, I don't mind waiting for something as long as I know how long the wait is going to realistically be rather than being told 'mañana manana'

No excuses please as there isn't any for this poor experience