Fine Rug Collection Reviews 

I received the wrong rug. I still have not had a response from them after calling twice and emailing twice. I am very disappointed!

I can’t say enough about their customer service and beautiful rugs.

Rug was a good price, arrived quickly. Off just a bit from the picture as it was a little creamier. Good quality

Five Stars for Mario Tellez for his outstanding customer service and for being a true gentleman. Mario went over and above to assist me with my interior design disaster. After Fine Rug Collection housed my client's rugs for 7 months, we found the dimensions of one room had decreased and the previously purchased rug was now too big. I immediately called Mario and he, without hesitation, walked me through the hassle-free return process. As we spoke he prepared and emailed me the pre-paid return label. Mario took the time to call me with smaller rug options of similar color and style. One was chosen and he had it processed and mailed to me within a couple days.

Mario saved the day!

All the rugs are absolutely beautiful and perfect for my client's home.

"A+" for Mario's client satisfaction not to mention his kindness, patience, and follow up are outstanding and greatly appreciated!

Thank you Fine Rug Collection.

Wrong rug was sent. Failed to deliver correct rug and pick up wrong rug. Failed to answer emails about the problem. The rug sent was not of a fine quality. No where near the KPSI for a fine rug. I am wondering if they have the rugs posted on the site.

You advertised a 6'x4'x1 rug---which suited the reason for purchase. The actual measurements of the rug received from Fine was `3'2"x 5'3" x 1/2" I feel I have been cheated by your company by way of false advertising.. I am taking measures to return the rug. Hoping to get a shipping label from you for same. I have tried to call you but just get an answering machine. Ed Bobrick 847-673-2480

As a leader of an ID agency for over 30 years, I think I speak for more than myself that we tend to hold our brands, production partners, and vendor relationships close to our chest. Our success is accrued through those partnerships, and we rarely celebrate them outside our four walls.

In the case of a recent large estate project with Fine Rug Collection, we are so proud to provide this timely request for review. Your entire team has been a game-changing success for our business. You consistently raised the bar on our own designers and how both organizations can collaborate to make our team and their projects better, faster, more informed, and ultimately more successful in the face of challenging customers and challenging times.

At the outset, we were looking to expand sources for unique, high-quality handmade furniture, textiles, artwork. Alice, Intern ID Teamember came across Fine Rug Collection from a google search. She looked through their online catalog and over their customer reviews (just like this one) and called them to learn more about how they work with interior designers. During our Monday Morning Zooms (MMZs), I asked Alice procurement/vendor project was going, and her off-the-cuff response was, "It could be going much better if everyone I spoke with was as responsive and personable as the people at Fine Rug Collection, one of the rug vendors on my list."

Dear Jerome and Samantha,

We can not thank you enough for the countless hours and professional design experience you have lent our team. We were blown away at hello. In 30 years of design projects, we have never worked with a vendor so passionate and supportive of our team members and their success. You help us push the boundaries and our approach to the entire space. The catalogs you present with your collections by project, space, historical significance, personality, complimentary design styling, measure, and colorways are lights-out amazing. The overall beauty combined with the highest-quality craftsmanship of the rugs from your collections is spot-on. Moreover, the dedication and support you provide us is immeasurable.

Everyone is excited to see and share the completed NYC project and looking forward to all the Fine Rugs for Boston and Miami.

From Alice and Down,
THANK YOU!

Read the rave reviews before I made my purchase but unfortunately my experience was a time consuming customer service nightmare.

Feb 17: I called and spoke with Jerome (Manager). Purchased a rug and pad/mat. Total cost: $888.

March 5: I received rug but not the correct pad.

March 12: Called Jerome. Told him incorrect pad sent. Rug not what I wanted. We spoke about picking another rug. Jerome said he would send links of other rugs and send me the correct pad.

April 21 (39 days later): Called Jerome. No pad delivered. No links sent. Jerome said he would call me back no later than April 23 and he would email the promised links. Never received call/email.

April 30: Called (left message), emailed and texted asking him to call me. Received a text "...tied up with our fulfillment team...I will get back to you ASAP."
Never received promised call.
I texted back, "We have decided to ask for a refund and you can tell me how you want me to send the rug and pad back."

May 3: Texted Jerome, "Will I be hearing from you soon?" Jerome replied, "...will process the return and with it you will receive a link on how to pack the rug for return in the email...We will ship you a quick box...with packing material...labels."

May 15: Texted Jerome again, "Hi, as of today, I have not received the stuff I need to send the rug back. When did you send it? Doesn't look like a return was processed either despite saying you would..."
Never received a reply.

May 17: Texted again, "Jerome, I need to know where things stand. Please reply."
Jerome replied, "I'm sorry didn't receive your message Saturday until you just txt me. i will look into both right away. i will have access when i return this evening."

May 18: Never heard from him.

May 19: I filed a complaint with the BBB and the the Massachusetts Gov'ts Consumer Complaint Office. Now I will wait to see if they can convince Jerome that it's in his best interest to change his customer service tactics and do the right thing. *Company advertises free shipping and free return but if they won't facilitate a return than I cannot get my money back.*

Horrible customer service. All talk no action.

***
Update: Unfortunately, Jerome's reply is a bit deceiving. He texted me to ask me to..."Consider a revision a wee bit more positive or deletion to your experience on trust pilot." I later received his response to my BBB complaint and I decided it was best not to revise or delete it.

1) Jerome wrote, "We provided additional discount beyond our normal new customer pricing and provided FREE Shipping to Hawaii" *No, I received the 25% off that was offered at the time for ALL new customers. Website states, "All orders ship FREE to all U.S.A. states" Hawaii, last time I checked, is the 50th state.*

2) Jerome wrote, "...our customer decided She wanted to exchange our non-slip rug pad (discounted) for a more expensive thicker offering. In an effort not disrupt the timely delivery of the customer's order, we placed an additional order for the more expensive version without charge." *Actually, the order was placed on 2/17 and I texted him later that day asking to change the pad. The order was sent on 2/24. I contacted Jerome on the 24th once I received email showing the wrong pad was sent. He wrote, "I checked back with the team and it appears they didn't catch the appended matt request. I am having them priority mail that to you with hopes the matt get's there before the rug." *Never received it...*

3) Jerome wrote, "The customer decided the color and design in the rug was a little too muted...She politely requested us take our time to supply her with alternatives" *Yes, the rug did not work and Jerome offered to send me links of alternative rugs. Two months later I NEVER received any links despite his promise to do so.*

4) Jerome wrote, "When we did reconnect to offer additional options for exchange, it has simply been delayed too long and the customer requested a full credit return." *Jerome NEVER reconnected with me. I initiated ALL communication. Unfortunately, at times, it took numerous attempts to even get a reply. Also, it is clearly impossible to "offer additional options" when you NEVER offered any options to begin with.*

5) Jerome wrote, "Through the entire timeline of our communication there was never as sense of anger, hostilities, or overall dissatisfaction on behalf of myself or our customer. It was disheartening to learn after fulfilling our promise that a customer would go to the extent of filing such a complaint. I am certainly not used to this kind of action I live by my word." *Unfortunately, Jerome did not fulfill his many promises. That is why we are where we are. If he had lived by his "word", the outcome would have been quite different.*

I hope that Jerome can learn from this experience. I believe he will for his sake, the company and his customers.

Such spectacular customer service and quality product!

Jerome was a true credit to himself and Fine Rug Collection and I sincerely look forward to purchasing the rest of the rugs for our home from this company, through him.

I called to replace a carpet that had a small manufacturing defect that couldn't be found until it was subjected to use. The company made an exchange and charged me only the difference --- I chose a higher-priced item. They gave perfect instructions on how to wrap and return the old carpet. The only issue with the old carpet was the fringe which came undone. Those things happen occasionally. Otherwise, it was a perfect complement to my room. The replacement is blow away and after the discount I was given, is well worth the difference in cost.

Fine Rugs has a fabulous collection of fine quality rugs, and Jerome is an absolute pleasure to work with!

The Tabriz rug I purchased is a work of art. The talent, skill, dedication and effort to hand-make something like this is phenomenal. It is a one-of-a-kind, custom-made heirloom and is now the centerpiece of my home's great room. This most recent rug I acquired is my third from Fine Rug Collection. Fine Rugs is outstanding. Its website is wonderful and includes details about each particular piece as well as a short video of the actual rug. It offers free shipping and free returns which are wonderful offers for customers who cannot visit the showroom to inspect the rugs in person. Its customer service is fantastic. Fine Rug Collection has something for everyone. If I decide to acquire another hand-made rug, I will only shop at Fine Rug Collection. Thank you for your business and the beautiful rug.
Mike

Two beautiful rugs were shipped promptly that unfortunately didn’t work but customer service was responsive in getting return shipping labels to me. Definitely recommend Fine Rugs!

I loved my experience. I had a lot of help in the details of the rug and received a discount. The rug is beautiful and Jerome was very accurate in helping me understand the most accurate colors. Often computer pictures are not accurate. The rug arrived in a timely fashion and it is beautiful. It is my second rug from Fine Rugs. Jerome shared much information about the rugs. Thank you and I would definitely buy another rug here in the future.

Quality of the rug met my expectations and was exactly as advertised.

ive been on many fine and coarse rugs in my day but this is the 1st one today and its made my day forever and yesterday hooray

The rug I ordered was 70% off so the expectation was that the stiches per inch would be 16-20. it is actually 10 per inch. pretty loose weave. Color size & detail are good. When looking at the local market this carpet would never be worth the original amount. Carpets at $9,000 have a much tighter weave.

Quick shipping and great rugs. Even more beautiful than the pictures!

Service was fine and the sales person I talked with was helpful and personable. There was some confusion in shipping, but it is possible it was UPS that made the mistake, and the problem was remedied. (Rug shipped to wrong address at first!)