Rug Love Reviews 276

Reply from Rug Love

Updated Dec 13, 2025

Dear Lorraine,

Thank you for taking the time to leave your review — we fully accept your feedback and the one-star rating, and I completely understand your frustration. You are absolutely right: if a next-day service is offered, that is what a customer should receive. Waiting in at home on multiple occasions for a delivery that does not arrive is unacceptable, and I am very sorry this was your experience.

I also appreciate your kind words regarding my communication — thank you for acknowledging that. We genuinely did try our best to get this order delivered and keep you updated.

The rug was dispatched directly by our supplier on a next-day service, as it is for all retailers, using courier APC. Unfortunately, the local depot experienced operational issues which led to repeated delivery failures despite multiple escalations from our side, something that is more common during peak seasonal periods due to significantly increased delivery volumes.

In an effort to resolve this, we requested the delivery be upgraded to a Saturday pre-12 service, but regrettably this still failed to result in a successful delivery. Just to clarify, the refund will not take a few days, upon your request we processed a full refund immediately. This was issued at 12:26 today and will be visible in your PayPal account. We escalated this matter to APC and offered to arrange for another rug to be sent in an attempt to resolve the situation. In addition, we applied an unprompted additional discount as an apology for these continued delays.

It is genuinely frustrating for us when situations like this result in a poor customer experience and a negative review due to courier performance, and we will be following this up directly with APC. I am truly sorry that we were unable to deliver the service you rightly expected on this occasion, and I fully understand why this has put you off ordering again.

We genuinely do try our best to provide a good service, as reflected in our other reviews, and whilst the vast majority of orders do arrive on the next-day service we pay for, there are occasions where things still go wrong despite our best efforts — which is what happened here.

Kind regards,
Robert

Rug Love

Reply from Rug Love

Updated Nov 17, 2025

Customer has amended the review to reflect the correct return cost, thank you. However, the claim that they were “pressured” is untrue — we offered a free return regardless of whether they removed the review or not, unfair.

For the benefit of other customers, we would like to address the comments made in this review and correct a number of inaccuracies.

This review is the first notification we have received regarding any dissatisfaction. The customer did not contact us for assistance, nor did they submit a return request through our portal. As a small family business, it feels particularly unfair to receive a 1-star review without being given the opportunity to help or resolve any concerns. We have received only two negative reviews in over five years of trading, which reflects the standard of service we consistently provide.

The customer purchased a Matrix rug for £266. This is a genuine wool and viscose product (Perhaps the customer did not realise the rug also contains viscose) this same rug is sold by several retailers for over £430, which reflects the quality of the range. We dispatched the order on a next-day delivery service.

The return cost stated in the review is incorrect. Had the customer submitted a return request, they would have seen the correct cost. The return fee for a rug of this size is £18 + VAT. This is the charge applied directly by the courier, and we do not profit from this. As customers will appreciate, returning large items is very different from returning smaller goods. The cost to return would be the same wherever the rug was purchased (Wayfair quote £20-£50) — we are no different in that regard. Because of this, we feel it is not fair for the return charge to be used as a criticism of Rug Love. We clearly display return costs in every place possible across our website. Unfortunately, we cannot control whether customers read this information before purchasing, and failure to do so should not be used against Rug Love when we have been transparent from the outset.

We fully accept that a customer may receive an item and decide it is not to their personal taste, which is absolutely fine. However, we do not agree that the rug is of poor quality, it is untrue. The Matrix range is, in our view, the highest-quality wool rug range we sell, and there is not many higher-quality wool rugs available iat this price.

Regarding the colour, the product images are provided by the manufacturer and used by all UK retailers. While other retailers simply list this item as “Multi”, we are the only retailer that provides a detailed breakdown of every individual colour and shade present in the design. We also include 3 additional real-life photographs taken by us. We have this rug in our shop and can confirm it does indeed look like the 3 images. We do appreciate that buying online can never exactly replicate viewing in person, which is simply a limitation of online shopping, not specific to Rug Love.

In summary: A high-quality wool rug was supplied at a very competitive price, dispatched on a next day service, and delivered successfully. The customer did not contact us, did not request assistance, and did not submit a return. The return cost quoted in the review is incorrect, and the actual return fee is what you would pay elsewhere. We go further than other retailers by providing a full colour breakdown not found elsewhere and additional real-life images. Instead of giving us the opportunity to resolve the matter, a 1-star review was left without any communication. We have now reached out to the customer directly to offer a constructive solution. We are always happy to help, but we can only do so when we are made aware. Upon review, this almost feels like a not in good-faith transaction with no real intention of returning the item. We hope that other customers will take these details into consideration when reading our reviews and form their own fair judgement on the situation and the service we provided.

Reply from Rug Love

Sep 25, 2025

Thank you so much for taking the time to leave us a review – it is genuinely appreciated and truly makes a difference. I am happy to hear your pleased with your new rug :) We look forward to welcoming you back as a very valued customer.

Thanks again,

Reply from Rug Love

Sep 25, 2025

Thank you so much for taking the time to leave us a review – it is genuinely appreciated and truly makes a difference. We look forward to welcoming you back to Rug Love as a valued customer.

Thanks again,
Rug Love

Reply from Rug Love

Sep 25, 2025

Dear Helen,

Thank you so much for taking the time to leave us a positive review – it is truly appreciated, especially given that we let you down. Please do contact me if you wish to re-order at any point

Thanks again,
Robert

Reply from Rug Love

Sep 25, 2025

Dear Jade,

Thank you so much for taking the time to leave us a positive review – it is genuinely appreciated and especially kind given that we didn’t deliver the experience we intended. Please accept my apologies for the inconvenience caused. I look forward to welcoming you back to Rug Love as a valued customer, and I hope your next experience with us will be much smoother.

Thanks again,
Robert