Rugs.co.uk Reviews 1,495

Do not waste your time with this company. I ordered a rug based on their website description and photos of what should have been a light cream colour rug. What I got was a grey/brown rug that had a shine to it and looked cheap and nasty. It looked nothing like the photo on their website.

For a company called rugs.co.UK the returns address is Switzerland at a very hefty cost to the customer. They offer you a partial refund which is minimal or store credit which is even smaller. For a rug that cost £119 (in the sale) they want to give me £24 store credit or £60 refund.

Absolutely shocking customer service and highly recommend you avoid at all costs.

Update as of 7 August 2025 - this company have chosen to ignore my emails now after hounding me with scripted messages about standard refund/return rules. I sent them a photo of both rugs - the one delivered and the one ordered to show them they were not the same product nor were they the same colour. Radio silence. Be very wary of dealing with this company.

And now they have blocked my emails. Time to seek legal advice.

I bought a very large 240x305 cm rug for our living room. It was only £149. I was expecting some cheap rubbish to be honest, but it is only needed temporarily whilst we await new flooring in this area. I have to say I am very impressed with the quality for that money, honestly I was not expecting it. The cat and dog hairs are vacuuming off easily, which is not usual with cheap rugs that often hold on to the hairs. The one problem, which is why I'm not giving 5 stars, is the fact that it was folded when delivered, rather than rolled. This resulted in the need to use a floor steam cleaner to go over it multiple times to relax the creases, it's still got some kinks which I'm hoping will flatten in time. If I could give the retailer any advice itwould be to send the rugs rolled, even if further costs on postage are required, it would be worth it.

★☆☆☆☆ SCAM COMPANY – AVOID AT ALL COSTS

Absolute scammers. I placed an order for a rug on the 18th and 10 days later, still nothing. They falsely claim it was delivered, yet I received nothing. When I contacted their so-called “customer service,” I was told they won’t issue a refund, and the agent hung up on me mid-call. Disgusting behaviour and completely unprofessional. I’ve never dealt with a more dishonest company. DO NOT BUY from them unless you want to lose your money.

Fast and straight forward website to use from selection to payment.

Terrible quality, and have to return to Switzerland ! At my own cost, why Switzerland ? Came from USA, so why is it rugs.uk??? Disgusting that this can happen, where is the customer care/protection?

Easy site to use and I have already been impressed with the quality of rugs and the delivery service.

From reading the reviews I could see that this company seemed to be based in the USA and so I was aware that returns could be an issue. Having said that I found no issue with the delivery which arrived via UPS on time and with good tracking advice. The rug arrived in good condition and as described and shown on their web site and the quality was in fact better than I imagined at the price. Speak as you find and so from my experience I have no hesitancy in recommending the company.

What a mess, certainly wouldn't of purchased from them if I knew they were in Trumpland. Rug arrived from North Carolina folded like a serviette. God knows when it'll flatten out. God knows the damage to the atmosphere by their business model. I asked a question of the staff and got a great answer to a question I didn't ask. Useless

I found the form a little difficult , it’s my fault I’m 88 and not good on line . But couldn’t getthe rug by phone .
I also think I made a mistake with my e mail as haven’t had a mail to acknowledge the purchase but the money has gone from my account so I think it’s ok ; I would like to know when delivery is bur haven’t seen that yet .

Having used them before and very happy with how easy it’s been the website easy to use and understand and have now placed another order with them.
Regards James

Quick and easy.

Like others here I was shocked to find the rugs I ordered were being shipped from USA. Probably wouldn't have ordered had I known beforehand. UPS who were delivering mucked me about, not delivering on requested days & inefficient tracking. However I am very pleased with my 2 rugs, the colours of which are exactly as shown on the website, so no return issues for me. The price was very good too. The rugs were very well packed & whilst there are creases where the rugs have been rolled, I'm sure these will gradually disappear after being walked on & vacuumed over the coming weeks.

No way was this over £100 full price. I got this in the sale but even with the sale price of under £40, i still wouldn't have kept it. Funny dusty texture and weird smell. A fire hazard also, as it said it did not pass USA fire standard testing. It does not comply with USA law so it definitely would not have been accepted by UK law either. Not a UK based company either, which is misleading with the .co.uk url. Came in a matter of days all the way from the USA in terrible dirty packing and rolled together with cellotape. There was a few black human hairs in it as well. Made in India by hand it said, but it was so awful and not something I'd want to keep. The colours were true to the images which was good but the sizing was not exact (around 5cm out) which is no good when you are needing a rug for a tight fitting space. Part of the rug was also broken. They did refund me in full without argument which was good. I just wouldn't buy again!

£99 rug - £69 return

We purchased from this .co.uk only to receive shipping information from the US. The rug was not the correct shade for our room but we had checked it was able to be returned. On starting the return process we were told it would cost £69 to return the rug to Switzerland!

Will not be using this firm again, better to use UK businesses.

The rugs I received were not the same colour as they appeared on the website and do not match with my decor. Like others I thought this was a UK company but when I enquired about returning them it was going to cost half as much as I paid for them to send them back to US or Switzerland.
I will not be using this company again.

Found a nice rug here, ordered it, received confirmation and a week later it arrived, nice quality and I wished I had ordered the bigger size 😃 highly recommended, no hassle and very pleased with rug xxx

We purchased a much bigger version of the same rug for our living room and loved it, hence we are purchasing a smaller version for a bedroom. Only complaint is we didn’t get an order confirmation e-mail on our first purchase.

DO NOT USE!!!!

£119 rug that looks nothing like the images.
And I have to pay £61 to return it to Switzerland.
Save yourself time and money and buy from somewhere in the UK. Company claiming to be a UK company is so deceptive. They have been reported to trading standards.

Be very careful ordering from this site if you live in the UK. You have to return rugs to Switzerland or USA which will be extortionately expensive. I personally think that websites that don't make things like that super obvious on the purchase page are being sneaky.