benuta.co.uk Reviews 4,597

I received my rug 5 days after ordering and had many notifications letting me know the exact delivery window and options if I was out. The rug was folded in a box and even after just 5 minutes out of the box it's fairly flat and whilst there are loads of crease marks for now they won't trip us over while it flattens over the next few days. The rug is so so soft and luxurious and great quality. The price for the size was fantastic so I'm really impressed. Absolutely perfect experience and I'm super pleased.

It was my fault for believing in "Easy Return." When I started to click "Return item," it showed that the shipping cost is £19.50 per item.

The site says, "You can arrange your own shipping label," but that is not what I would consider "Easy Return."

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FYI. I paid 27.30 GBP. After deducting Shipping cost and unknown fee, I got only 7.40 GBP refunded.

Stay away from this site.

I had a terrible experience with this shop. I purchased a rug last week, and although it was supposed to be delivered by DHL, it was delivered to the wrong address. I received a delivery alert and stepped outside immediately, only to find that the package had been dropped off at a different address. This was later confirmed by the proof of delivery.

I contacted customer service right away to report the issue. Instead of assisting me, I was told that I needed to print out a form, restate the issue, and describe the product that was not delivered—information they could easily access through my order number. Without completing this unnecessary form, they said they would not help me. I informed them that I don’t have a printer and that was the extent of their support.

Overall, the lack of accountability and the refusal to provide meaningful assistance was extremely frustrating and disappointing.

I was a bit apprehensive after reading the other reviews. Personally I have had no issues. The rug has been delivered today and I ordered it on the 24th. It shipped from Germany with no surprise charges too.

The rug is exactly as it appeared, good quality and looks nice.

I ordered a rug from Benuta.co.uk and it arrived faulty. They admitted it was their fault, yet have completely refused to collect the rug. Once the rug is taken out of the packaging, it’s basically impossible to get it back into a normal-sized parcel – and getting something that size to a Parcelforce drop-off is unrealistic.

So I’m stuck with a damaged rug that they won’t pick up.

To make matters worse, while I’ve been going back and forth with them (getting nowhere), I’ve now had a debt collection company chasing me for £45 from an unpaid DHL customs letter, which I’m absolutely not paying when the product was faulty from the start.

This company has been a nightmare to deal with from day one. No real help, no accountability, and now I’m left with a damaged rug and debt collectors chasing me. Please save yourself the stress, shop elsewhere

Ordered a rug about 2 weeks ago on Benuta and it’s just arrived today (I’m UK based). It’s exactly as described. I panicked when the underlay bit came way faster than the actual rug (under a week) and wrote to customer service, they explained a second shipping email would come out so I could track the rug itself. The quality is great, it’s thin but that’s exactly what I ordered as I wanted that. The underlay is great, that’s also thin, but it’s almost adhesive it’s fantastic. Wouldn’t hesitate to order again, great price. Good customer service, great quality. The company used DHL for the courier in this instance and they were also fab.

I’m very happy with my order. I received my rug within 5 days, had no issues with the delivery, all worked out well. The rug is super nice and looks great, exactly what I was expecting. Thanks!

I received my rug yesterday I was slightly concerned as trust pilot didn't read to good. But my rug was exactly what I ordered infact bigger I'm extremely happy with my purchase 5 🌟 given

Terrible experience this far. Has more to do with customer service than the product. No transparency on where your order is, when it will arrive, or even if its on its way or if the order was even acknowledged. They just take your money and ignore you. Only phone number available leads no where and I called all branches across Europe, they put a passive aggressive voice mail to hang up on you. Will never order from here again. Havent even received my product but will begin a refund since its taking so long for a clear answer.

Absolutely rubbish! Still haven’t received my order weeks later. Customer service don’t respond. The contact phone number doesn’t work. This company is utter crap. DO NOT ORDER FROM THEM.

I have tried to return a rug. DHL collected my rug following all return instructions yet 2 weeks later, DHL have tried to return the rug back to me because you wouldnt answer the phone to sort out the clearance. they cant clear the shipment in germany without you making contact so i am now completely out of pocket. i need someone to help me please

Have ordered (and paid) 3 rugs about 2 weeks ago.
Have received an information saying that my order is late.
Have asked how long the delivery will be delayed. No response.
Have asked to cancel the order. No response.
This company is a joke and possibly a scam. Stay away!!!

I would give 0 stars if I could - lost our order ‘in transit’ whilst taking our money for two and a half weeks with no updates. Not even an apology on Instagram DM for the mishap. Will never be ordering again - be cautious using these guys. Potential scam.

Terrible quality and service - received rug which was folded (received others from other companies in same packaging and they've been fine), but the rug is so rigid it doesn't even lay remotely flat. We've weighted it with big heavy boxes, rolled it up, but it is not settling - its a huge trip hazard, and obviously looks terrible, it is now unusable. Benuta claim this isn't a fault or a problem, so say we have to pay £20 to return, unless after 60 days it is still the same, but it isn't safe for it to be on the floor due it being a trip hazard, so cannot leave it out for next 2 months - a total joke. It is also sitting approx 5cm too short on both sides due to the bumps, so isn't even right size and overall looks cheap. Do not waste your time or money, would give zero stars if I could

purchased a lovely rug or so i thought and received the inforrect rug. The rug received is huge and very heavy but again i am expected to take to the post office and they wont now respond after the post office advised it was for collection by dhl.
the customer service was initially good but now not receiving anything so i will speak to paypal and advice them that i want a refund.

Had really good experience, ordered rug that came exactly as shown on the picture, nice and soft, ordered on Tuesday and received on Friday with free DHL delivery. I don’t know where all these bad reviews coming from but don’t listen, just order and see for yourself it’s worth it! I recommend

Ordered two rugs, kept one. Yes I was sent a DHL charge for the one I returned but customer service promptly refunded me after I sent them a copy of the charge.

Lena form the service team has been fabulous, everything has been sorted quickly and efficently.
lovely quality rug! would recommend.

Avoid this company at all costs.
I ordered a rug (200 x 290), but they delivered a smaller one (160 x 230). I reported the mistake immediately, yet after over a month, they still haven’t arranged collection of the incorrect item or issued the refund they promised.
There’s no phone number to reach them, and to make matters worse, I was billed separately by DHL for delivery of the wrong rug. I am now almost £250 out of pocket, and Benuta have stopped responding entirely.
This is appalling service—save yourself the stress and do not order from this company

The rug arrived quickly and seems good quality. 2 weeks after arrived a letter from DHL asking to pay customs fee. Based on the reviews here, it seems a known problem and I don't understand how a company who has registered co.uk-address does not make it clear in their description or that they still have not resolved this problem by paying their dues (dodgy) or at the very minimum keep their customers informed. It's not hard to do the right thing from start to finish.

The finish on the expensive rug I bought was very poor with big tufts sticking out of it in 7 places. I had to return it for a refund. I was also unhappy to receive a bill from DHL demanding that I pay customs duty as it has been shipped to the UK. This was not mentioned when I bought it. It took a long time and a lot of emails back and forth to get a refund on the rug almost 2 months after I'd ordered it. I did get the customs duty refunded and paid DHL but then they sent a letter threatening court action due to late payment of the duty! I would not recommend. It's been stressful.