Rugs.co.uk Reviews 1,494

Easy website to navigate and use.

The rug was great quality and just what we wanted however it was too small for our needs - our mistake.
I had not realised the company was in USA as the web address ends 'co.uk' It was a frustrating process to get anything other than a chat box to help with returns but after quite a few days eventually we did. Had to ship to Switzerland which of course was very expensive to return.
So we now have a rug we don't really want - beautful though it may be!

I spent £500. The rug colour was not as I expected and so I retuned it I folllowed all the instructions and spent £80 to return to Switzerland. I have now received my refund but it is very expensive to return.
Very misleading name rugs uk when not a Uk company.

Above and beyond!
I had a problem in that I couldn't find the email about my order and I wanted to check on delivery times. I got in touch with the company on the chat line, and they couldn't have been more helpful about the delivery times and they resent the email and waited to make sure I received it!

I ordered an Ivory Kashan Design Rug (price £99 but advertised as previously £318) and a non-slip rug pad (price £49) on 11 September. 5 days later Rugs.co.uk told me the rug pad was "unavailable" and refunded me the £49 I had paid. I bought an identical item from Amazon price £14.99. Other sellers (eBay) sold it for £16-£19. On 23 September I received the rug pad and no rug. I asked this American owned company (Fort Mill) and Chinese sourced (rug pad had Chinese labelling all over it) which purchases its rugs (Kashan Design Rug) from Turkey to provide my rug or refund me. I gave them 15 days or I would involve my credit card company. I gave a 1 star review. Rugs.co.uk suddenly said they had sourced "a very limited" number of the rugs from Turkey and would send one. True to their word, it arrived yesterday. It is, in my opinion, good value at £99. Anyone who thinks this is a £318 item is living in cloud cuckoo land. It is not. If Rugs.co.uk, clearly NOT a UK company had been straight and sent me the rug I would have given them 5 stars, but I believe the ruse of charging a whopping £49 for a £15 item, refunding the £49 and then failing to deliver the rug was quite deliberate. It's just too neat to be anything else and nets this American/Chinese/Turkish supplier £84 every time someone falls for it. I didn't. So, on balance what I would have given 5 stars had they been straight with me and 1 star when they weren't up front about it I will now go half way and give them 3 stars. I think that's fair, don't you?

I ordered a 7' x 10' flat-pile rug which arrived folded tightly instead of rolled. As a result, the rug is badly creased, ridged, and stretched — completely unsuitable for use.
When I raised this with the company, I was told it would “lie flat in a couple of weeks,” but given the severity of the damage this is highly unlikely. A rug of this size and cost should never be shipped folded in the first place.
I have requested a resolution (either a replacement shipped properly, or a refund), but so far the response has been dismissive. Under consumer law, goods should be of satisfactory quality and fit for purpose — this rug is neither.
Very disappointed with both the product and the customer service.

Ordering from your site was very simple and easy for me - and as I have a brain injury that normally makes me very slow in doing anything.... your site was great!

Once I had ordered my item it only had the size on the order. Couldn't see my colour typed on the order. No details given for delivery timing.

The rug didn't take that long to arrive considering it came from America but the quality of the rug is shocking. It is meant to be a 1mx1m square rug but it is far from square. It is more like a rhombus with unequal side lengths. From reading all the awful reviews regarding returns, looks like a rhombus rug it is. Stay clear.

Under no circumstances purchase from this company.
be warned and purchase at your own risk.
I bought a rug and it is not at all as described on the website and they will not cover the return cost for a faulty not fit for purpose rug.
Absolutely disgusting customer service.
Be aware that if you are in the UK and purchase that to return you either have to ship to Switzerland or USA.
EDIT : After an hour or so on the chat service Jose finally confirmed that I would be receiving a full refund into my account.
This was only after I had confirmed from my credit card company that I could make a claim from them and I informed rugs.co.uk about this and I informed them I would be leaving this review + informing other consumer sites.
This company is NOT based in UK and is not a UK company. Although I can now see my refund being processed, it should not have been such a difficult and painful process. Even though they have processed this refund I still would not purchase from them again as I would not want to go through the same difficulty if the rug was not acceptable.
EDIT 2: Rugs.co.uk obviously did not appreciate my honest review as I received a message that they wanted proof that I was a genuine purchaser. So they do react to reviews.

Love the view in your room option. Easy to use website.
This is my second purchase from this company.

I bought a delightful bright coloured 'outdoor' rug at the start of the summer to bring a vibrant and colourful element to my outdoor seating arrangement. It wasn't cheap but I loved the patter and the wonderful colours so I went ahead.

It arrived and looked exactly as specified but over the course of the summer the colours have completely disappeared until it is now drab and colourless.

On informing the company of this they have suggested that I take it inside for the winter but there has not yet been a winter and that the colours will fade over a prolonged period. I really don't consider less than 6 months a prolonged period.

Furthermore, I don't see any such warning on the sales pages of their website.

I've been offered a 50% refund as store credit, but why would I want to spend more money on their products where 'outdoor' rugs can't be outside?

Avoid at all costs - what you see on the website is not what you will end up with 3 months later and beyond.

My order was delivered to an incorrect address - the response given by the customer service team was:

"The delivery address you provided is way too complicated and it doesn't bring any outcome as an address."

The address literally contained, house number, street, area and postcode.

Rugs.co.uk it seems like to blame their customers for delivery partners incompetence vs fixing the problem.

I will post updates as this saga progresses.

UPDATE: The CS team agreed to send out a new rug which finally arrived, over 2 weeks after my initial order. It's pretty low quality and all creased (which it says will fall out over time) - not worth the wait for sure.

Good Site to find your colour, shape,price etc.
Big problem when I tried to use paypal. Spoke on chat box for nearly an hour , told to return in 24hr as I.T. department was looking at it.
Still couldn't get paypal as an option ended up using my credit card because we really liked the rug.

Very bad customer service… bad quality and charge hell of money for return

Claimed I put the incorrect address on my order and wanted $18 to correct it and get my order to me (which was already 10 days later than expected). I sent my order receipt with my correct address clearly on it and they finally waived the unauthorized charge but never accepted responsibility. I'm still yet to receive my order and am now dreading the quality since I've read the reviews. I was not aware also this is a US company.

Be aware, not a UK company! They advertise shipping in 2 business days...if only. Customer Service chat is best way to contact but they make up stories (when my order was delayed) and genuinely do not seem to care about the customer. Returns - read the small print as you will be paying for the return to Switzerland - at a hefty price! My advice, if you live outside the USA, don't bother, not worth the stress. I know people have also complained about the poor quality.

Brilliant service and very helpful, with my enquiry. Very good customer chat service.
Keep up the good work, thanks.

Not UK based, poor quality and to return you need to send back to USA what a con.
Do not buy from this site!!
How can they be called rugs uk!!!

I was very sceptical about ordering a rug that I found on this site. I contacted them to ask where they were based and did they have an importer here in the UK.
I took the chance looked at the rug several times, checked measurements, thickness, where it was made etc. Ordered it, got confirmation of order and it was given UPS number for delivery at today's date. Sure enough it turned up today as promised and I have to say the rug is better than it's photo!! Well made in Turkey of all places. I have to say I am very pleased with it but that element of doubt will always be there when ordering from abroad. Do your homework on these companies, check their reviews and then make a choice.