Best Carpets Reviews 

I was ready to hate this company as read reviews after ordering. But the rug came on time (just) and looked fine and true to the photos. So my experience was fair.

I ordered a rug from this company that I had originally seen in John Lewis. However, Best Carpets and Rugs did the item I wanted in more sizes than John Lewis and at a cheaper price. The order went smoothly and communication was good, I had swift replies to queries I raised.
The tracking kept me updated and delivery from order was 10 days by Parcelforce. The quality of the rug was high.
I was a little nervous after reading the negative reviews but my own experience was good and that's why I've posted this review.

Scam
Avoid
They supply to debenhams ,
Shows you how low and desperate debehams have become

Appalling company to deal with. Debenhams should have done more due diligence here, shame in them too!

They have zero knowledge of consumer rights and will try to fob you off at every turn. Had to fight very hard to get a refund.

Rugs are very thin and low quality - BE AWARE.

Absolutely appalling service – avoid at all costs!

I wish I’d done my research before ordering through what I thought was a reputable company like Debenhams. My order was placed via Debenhams, but it turns out the rug was actually supplied by BestCarpets.co.uk — and I’ve regretted it ever since.

I ordered my rug on 12th September with “priority delivery”, yet two weeks later I was still waiting and emailing back and forth trying to get an update. When it finally arrived, it came crumpled up in an airtight black bin liner. Unsurprisingly, it was badly creased and covered in black dirty stains.

I immediately contacted Best Carpets to request a refund. The person handling my complaint, Dagmara, was obnoxious, rude, and unhelpful, even suggesting that the damage might somehow be my fault. After much back-and-forth, I eventually got confirmation that I could return the rug — but only after repackaging it myself into alternative wrapping, folding it up to 80 cm × 80 cm, and dragging it to the post office.

They told me I’d receive a refund within 14 days of receipt. It’s now 4th November, and despite multiple emails (and them confirming they’ve received the return), I’m still waiting. When I followed up today, Dagmara replied — again, in a rude and sarcastic tone — saying “I strongly suggest you check the tracking as the refund was sent back to Debenhams a week ago.” No tracking, no confirmation, no refund.

Appalling service from start to finish.
If you value your money, time, or sanity — do not use BestCarpets.co.uk.

PROCEED WITH CAUTION!
Poor quality mat/runner (very thin) arrived with mis-matched edge binding, dirty/marked backing and not to the dimensions stated. Despite these issues Best-Carpets (Dagmara) refused to agree to their statutory requirement to the pay/refund the cost of returning the item.

If, despite numerous damming reviews, you proceed to order from this company, I recommend paying via credit card or Paypal to ensure return of funds when things go wrong. In our instance we used Paypal and received an immediate refund on raising a complaint via their buyer protection.

Bought rug via Debenhams from this awful company, really avoid at all costs.... Rug was flimsy and horrible, so within a day of receiving (which took a good while in the first place) I asked for a return.... firstly offered a £10 discount to keep it, said no, just wanted a returns label, then had to play silly games about how to wrap the rug for a return, a circular rug had to be packed into a 'limited sized' square, which I managed, all taking about 10 days, returned it, asked for refund (got proof it was delivered to them) now being told I have to wait 14 for refund... which will either not arrive or will hit my bank on the 14th day.... Petty, rude and unprofessional.... I will also never buy via Debenhams again either

Like many, I purchased a runner via Debenhams. Arrived and it was different colour to expected so I returned it. Even though my tracked returned parcel was delivered back to them, I’ve been getting the run around for weeks on my refund. The customer service is appalling and quite rude, if they bother replying at all. I’m still waiting for my refund two months later: I would advise being very cautious about buying from them if you want to be assured of a a fair returns process and reasonable timeframe on any refund.

AVOID AT ALL COST, UNLESS YOU DON'T MIND WAITING WEEKS AND WEEKS FOR YOUR DELIVERY, THEY LIE AND SAY DELIVERY WITHIN 3 TO 5 DAYS, WHAT THEY MEAN IS 3 TO 5 WEEKS MORE LIKE !! ALSO CUSTOMER CARE IS APPALLING, DONT REPLY AND WHEN THEY DO, VERY RUDE AND UNHELPFUL. SAVE YOUR MONEY AND GO ELS WHERE

I purchased my item through Debenhams and was surprised by the negative reviews on Trustpilot, as my order arrived within the promised timeframe.

While the tracking seemed a bit unclear, as it redirected me to their website, the runner was delivered on time. Additionally, the price was very affordable, and I couldn’t find anything else within this price range. The runner quality is excellent, and I will definitely buy more rugs and runners from them in the future.

Steer clear and spend your money elsewhere! Ordered a carpet runner that, when arrived, looked a totally different colour to the photos - apparently they don't use filters but what they did was use a professional photographer which equals the same thing.

When arranging a return they offered me money to keep the unsightly item and when i declined they made it difficult for me insisting i need to print a label - who has a printer in the days of QR codes! Received very condescending emails and I ended up calling him a T**T.

Basically another company making returns difficult to try and deter people from sending items back they they didn't order.

ABSOLUTELY SHAMEFUL SERVICE FROM THIS COMPANY.MY DELIVERY IS OVER 1 WEEK NOT DELIVERED TO ME.iI HOT INTOUCH WITH THE COMPANY TELLING ME IT WAS NOW AT MY POST OFFICE WHICH IS MILES AWAY AND I HAVE YO COLLECT IT I TOLD THEM I HAVE NO CAR THEN THEY SAID WE WILL REDELIVERY IT TO YOU AND STILL NOTHING I TOLD THEM ASK THE. POST OFFICE TO SEND IT BACK TO YOU BUT NO ! I WILL BE HAVING A REFUND AS IT'S NOT TURNED UP AND BY THE WAY YOUR REVIEWS ARE YOU A SHAMEFUL COMPANY PLEASE DO NOT SHOP WITH THIS COMPANY.

I ordered 2 gloss runners which got shipped from Poland and they were very quick arriving to me. They are decent quality runners and look lovely in my hallway for a fraction of the price of runners nowadays. I am very happy. Keep up the good work best carpets :)

The company sent a different rug to the one I had ordered which also had some damage in transit.
Their customer service arranging collection of the item was really poor but they did eventually arrange a return, however, I am still waiting for my refund almost a month later.

Awful customer service, slow delivery and even slower return process.

I ordered a rug from them through Debenhams before Christmas. They said it would be delivered on 14/12 - it never was. After a month of chasing it up, I gave up and simply asked for a refund. This was back in January. I still haven't received my order or my refund. They've taken my money and ran with it. Also the answering machine to their number is in some foreign language I can't understand which is really helpful! Avoid them at all costs.

Ordered a rug from Debenhams not received it. Now find out my order got put to this affiliate company best carpets.com. They have ignored all my requests for tracking details and ignored all my requests for a refund. I suggest you stay away from both of these companies.

I was very cautious about placing an order with this company due to the comments and reviews on TrustPilot, which raised concerns about the business's reliability.
Most reviews criticized the inability to track parcels from the seller to the destination, delays in shipment, or receiving products that did not match the description or photos.
Many of these cases involved purchases made through Debenhams, which appears to act as a distributor for this company. However, this was not my case; I discovered the website their website while searching for a customizable rug (both in length and width) with a non-slip backing for my kitchen.
Indeed, even though the website is based in the UK, their products are manufactured and shipped from Poland.
I made the payment online via PayPal to ensure that if their 2.2-star TrustPilot rating turned out to be justified, I could get my money back.
To my pleasant surprise, at the moment of payment through PayPal, I had the option to receive a tracking code. The package was delivered to me via GSL and ParcelForce.

From the time of payment to receiving the parcel, it took 15 business days, so patience is required.
The product is exactly as I saw it on the website before purchasing (color, pattern), and the thickness matches the description and my expectations. The rug has a rubberized non-slip backing, as advertised. (Runner anti-slip STREIFEN anthracite - color: grey).
I received order updates at every step, so the seller’s communication was excellent.

Regarding the quality of the rug, at this moment, I can say it is very good: the edges are perfectly hemmed, with no loose threads or defects, and the rubber backing is firmly attached.
However, I will be able to comment further on its quality after the first wash, so I plan to update my review.

For all the reasons mentioned above, I have rated my experience 4 stars, reserving the maximum score until I can update my review following the first wash.

Great carpet and service

17/1/25 Update: I hardly could believe it that the playrug finally turned up today! The tracking still doesn't show any updates but the rug is in good condition and as advertised. So at least it wasn't a complete scam but I stick to my 1* rating as it's been a very bad experience and took over a month to arrive. I will never order from Debenhams again.

4/1/24:
Sadly I also fell for the Debenhams/(best-carpet) scam and didn't do my research as it used to be a trusted brand. (Obviously not the case anymore since the new owners) I ordered a playrug as a Christmas present on the 11 Dec and delivery was supposed to take 3-5 days. It's the 4 Jan today and the tracking has stopped on the 18th Dec. Debenhams has no interest in sorting this and is referring to the fact that they are a marketplace and that I need to deal with the dealer directly. Best-carpet.co.uk in this case who also has a very bad rating on here with many similar stories to mine. I will update this review if I receive this rug or see my money again...