The Rug Seller Ltd

Avoid like plague No parcel received or signature given no parcel received poor communication on phone ? , left with number 6 no where near us, expensive items never use again !

Bought a rug from The Rug Seller. Problems noted from start all of which were fobbed off. Now refusing to help. Avoid!

After ordering two rugs from this company and then receiving them, the colours were not what I had seen in the pictures. The colours did not match with the decor in my house and therefore I wanted to return them. I then found out that I needed to pay for the return. This cost me £70! They then emailed me to say that one of the rugs was damaged. This may be true but it certainly wasn’t damaged by me. I had rolled them both out for no longer than a minute. The colour was clearly wrong and so I didn’t need to investigate it any further. They emailed to say that there was a damage and so I wasn’t going to get a refund and therefore they were going to return the rug to me. I emailed straight back to explain the above but on that same day my doorbell rang and when I opened it, there was the rug and the delivery driver drove off. I therefore didn’t have an opportunity to refuse delivery. I have emailed back to argue my case but they are basically not interested. So I am now stuck with a rug that is the wrong colour, is damaged and I’ve paid for it plus the extra £35 delivery cost. The other rug that I had paid £229 for has only been partly refunded. I received £170 back. No explanation as to why. Avoid this company.Moreexpand_more

First Class. No problems at all.

Terrible service. Late in order being delivered and customer service atrocious. Trying g to correspond with them over a problem is hopeless.

Absolutely dire service. Ordered a rug in March kept being put off, shipment delayed. I was then told it was on its way, no notice and I was at work. The card left said I could make a second delivery date but this was refused, no reason. They sent it again, no notice, I was at work (surprise) rushed home to find no card so I thought I would actually get it at last. Then they emailed me to say not on its way after all. Now I am demanding refund but I can't get one. They say I can't have one until the rug is returned but I have never had it! Absolute rubbish service, high-handed and no interest in your issues whatsoever. £465 out of pocket for 2 months so far - DON'T buy from them.Moreexpand_more

Ordered a rug which was easy enough and arrived promptly. After seeing it in person, I decided that it wasn't exactly suitable for my home. This is where the problems started. Tried to ring them to get the return address but no one answered my calls. Tried emailing them and eventually got a reply after 5 messages. Seems to be a good company if you're happy with your order otherwise it is a nightmare! And now I have returned the item to them they are disputing the delivery even though it was signed for. Good company for taking your money but useless with customer satisfaction.

I recently purchased two bedroom rugs from this company, together with the anti-slip product specified on the website as suitable for use on all surfaces. The rugs have had to be taken up as they were rucking and wandering very badly to the point of being hazardous, especially to the elderly. I have been informed by the company, having finally elicited a response, that this product is anti-slip, not non-slip! Furthermore, it is not returnable as it has been used! How could I know if I hadn't used it? The low ratings relate only to the anti-slip product, I'm very disappointed as the rugs cannot be used until I find an alternative. Not a good experience, I wouldn't use this company again. You need to have confidence in customer services when dealing online.

We were looking for a shaggy rug for a while and came accross the RugSeller. Received the rug, from the Me Gusta collection. We were very please as it matched our interior very well and the feel was really nice when bare feet. The rug started shedding right away but were not too worried because all carpets tend to do that for some time and then this stops. But after 4 months, this rug keeps shedding. Dozens of hair are coming off the rug every day and spreading accross our flat. An absolute nightmare. We contacted The RugSellers' customer service who have denied any fault with the product, hiding behind the small print which stipulate that : 'shedding is a natural characteristic of a deep pile rug and is not deemed to be a fault'. But, how normal is that when a rug loses 20/30 hairs a day and that you need to vacuum your flat everyday if you don't want it too look cruffy? What will this rug will look like in 12-18 months? A bald, ugly pice of rubbish?So, please be warned: AVOID those rugs that this company is selling and which do not stipulate 'NON SHEDDING' in the description, otherwise you will be in for a bit of a disappointment. The company is still ignoring my requests for an exchange. I am not even asking for a refund, but an exchange? Is it too much to ask? Any retailer today would refund or exchange without blinking. But this company would not. Buy at your own risks. Read the descriptions and small prints and shop around: more likely than not, you will find cheaper products from hassle-free retailers who will offer a solution if you are not happy. NB: we paid £209 (not cheap is it?) for this rug and found a similar one from Ikea for £140.On the company's response: this is facutally incorrect. We initiated contact with the RugSeller to report the problem on 31st March 2014 so 2 months after the purchase. Customer service has been stalling us for the last 2 months and has never offered either a refund or an exchange. The company is claiming that everything is fine with their product and that shedding is normal. I will be happy to forward photos to anyone wanting to make sure they are doing the right buy. I am sorry but no sane person would accept to have a carpet which keeps shedding day after day. And about the 'procedure' for cleaning the rug: that's exactly what we've done since day 1. And guess what? It's shedding !The company is saying that they are selling the Twilight rug. As a matter of fact in many messages (emails, Twitter)the company indicates to us that Twilight should be considered as an alternative. BUT never actually said they would offer an exchange. That's all we are asking ! Am I an inconsiderate customer? Asking for a 2 months (at time of first communication) rug that does not fit my purpose, to be exchanged?Moreexpand_more

I ordered a rug, it was out of stock but delivery was expected by end of month, I was happy to wait, the consignment hadnt arrived by expected time so my money was refunded. The sales dept contacted me a few days later to say they had the rug in stock it was delivered within 24 hours, so far I have been delighted with the service provided, and the quality of the rug which was exactly as advertised.

I was told my rug would be with me on Thursday, I waited in all day and received an e-mail at 3:40 to say the courier had lost UK mail and they were trying to find it, I then was told it would definitely be here on Friday, it did not arrive, they advised they would send out a second rug today and guaranteed a delivery between 8-12, I've just been advised by the UK mail they never received either rug from the rug seller or they've been misplaced, either way I can't wait in daily I'm back in work on Monday so have asked for a full refund and contacted my card holder, this is rubbish customer services and won't be waiting in for days for a rug again, purchase locally it's safer and less stressful. Donna Matthews.

Was happy to be able to select from a big range of rugs but when the two rugs arrived I noticed that they were shedding an excessive amount of wool. The big wool lumps were everywhere downstairs and even went to the next floor with our movements. I contacted the rug seller immediately but they just stated their return policy without addressing my concerns. After a number of emails to them and daily telephone calls( they never bothered to contact me themselves even when they promised to do so), they eventually said they will agree to refund of ONLY 40% of what I paid ( remember these were brand new rugs that I had only been walking on for a few days, and costky needless to say) and I would have to pay for the cost of returning these two heavy rugs! If you are satisfied with their rugs then you are lucky however if you are not they won't entertain this and won't be interested to hear anything from you. Very poor/ bad service, I will never ever buy anything from them again and I encourage every body to stear away. Go to a reputable seller and avoid the rug seller.

I found The Rug Seller website and was delighted to discover that they also have a showroom in Manchester. I visited the warehouse and viewed several ranges before choosing the Super Kashan range. The different qualities were explained and I was able to take the rug away in my car. I had tried many other High St stores but I was disappointed by the lack of choice compared to The Rug Seller.