The Rug Seller Ltd Reviews

Name: The Rug Seller Ltd
Address: 7 Trafford Moss Road, Astra Business Park, Trafford Park, Manchester
Rating: 4.73

4.7 Rating 21,121 Reviews

79 %

of reviewers recommend The Rug Seller Ltd

4.7

Based on 21,121 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Could Be Better

About The Rug Seller Ltd:

The Rug Seller is passionate about interior design and we love the feedback from our customers to help us to keep improving our products and services. We have grown to be the UK's leading rug specialist with over 21,000 available to buy online or in our Manchester showroom.

We stock designer brands including Calvin Klein, Wedgwood, Ted Baker, Sanderson plus many more.

Shop with confidence with Free UK Delivery, Lowest Price Promise and No Quibble returns.

Visit Website

Email:

Sales@therugseller.co.uk

Location:

7 Trafford Moss Road, Astra Business Park, Trafford Park
Manchester
M17 1SQ

The Rug Seller Ltd 5 star review on 21st October 2024

683

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Please don't waste your time buying a rug from this company. My rug arrived with so many pulls on it that I decided for the money I had paid it should not look like this so I phoned the company and they told me to email a photo of the rug so they could have a look. I did this and James from the company came back saying he couldn't see anything wrong with the rug. I emailed him twice after that attached four other photographs and asking him to reply to my mail , but he hasn't replied to any of them. BEWARE THEY HAVE NO AFTER SALES CARE AT ALL. I HAVE HAD TO MAKE THE MOST OF A BAD RUG.”

Helpful Report

Posted 8 years ago

“The rug ordered was everything we expected! Quality”

Helpful Report

Posted 8 years ago

“I ordered 3 door mats and one runner. I was advised the runner was no longer available. I accepted this and asked to be reimbursed. No reply was forthcoming. I then received an email saying only 2 mats would be delivered. I emailed to ask why only 2 mats and again asked if i would be reimbursed for both the runner and the third mat which was not delivered. I have receiced no responses or advised of my account being reimbursed. Barbara Calvert”

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Posted 8 years ago

“I would avoid the rugseller at all costs. They have a lovely looking website but the customer service is beyond poor. My rug arrived over three months late, the team were unresponsive when I contacted them in the interim. When the rug did arrive eventually and did not resemble at all the colour on the site, I expected that the least they might do would be to collect the rug and give a refund. But no. The head of everything who has no boss, Sophie, read out various sections of the Ts and Cs to me by phone and was officious, unhelpful and rude. She was not the least bit interested in helping me, rather in alienating me. I would have to send the rug back at my own cost and I'd better do it quickly (!) despite my experience and that was that. The refund is yet to be processed as I write. I will not order from them again and am taking the matter further. There are many other decent rug sellers out there and I recommend you use them. "Customer satisfaction is very important to us." they say. I am seriously not satisfied.”

Helpful Report

Posted 8 years ago

“I contacted them and explained the rug wasn't the colour I expected it to be and they explained that I would have to pay full postage to send this back with is £15 which is what half of the item costs, and that this money would not be reimbursed. Won't buy from the rug seller again.”

Helpful Report

Posted 8 years ago

“The rug I ordered arrived in due course. Upon unwrapping it I quickly realised it was not the same as in the online picture. The rug had a black border all around it which was not in the online picture. When I telephoned I was asked to send a picture of the rug I received which I did. The response to this was to tell me that the rug had been "whipped all round to strengthen the rug" and it did not mean the rug was faulty and therefore I would have to arrange and pay for a courier to return the rug. Furthermore I was told I would not be refunded for the original delivery price of the rug which was free! My last email to the company was dated 17th March to question why I had to arrange and pay for the return of the rug where, by their own admission it was not as pictured and also to question why I would have to pay for delivery of the same. I am still awaiting a response. In previous communications I was directed to their return policy but this was relation to faulty goods. I fully agree with them that the rug I received was not faulty but it was not as pictured. Therefore I do not understand or agree that I should pay for return or delivery. I shall be taking this further and will not recommend the company to anyone.”

Helpful Report

Posted 8 years ago

“Terrible quality, not happy at all”

Helpful Report

Posted 8 years ago

“I am pleased with the rug I received but very unhappy with the very poor customer service from The Rug Seller. The wrong size underlay was sent to me which is far too small and the rug slips terribly. I have had to contact the Rug Seller 3 times and still I have not received my correct order nor have I been refunded for the goods that I have paid for but not received. Beware, if the order is not correct The Rug seller is in no hurry to either refund or put things right, I would not order from The Rug Seller again because of the very poor customer service.”

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Posted 8 years ago

“Excellent Delivery, Customer Service Was Excellent When I Called To Upgrade My Order. Will Definitely Shop Again!”

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Posted 8 years ago

“Words fail me - my Rug was left outside an empty house next to the pavement and I was told it was signed for? Although 'Sage' did not match the details from The Rug Seller - the Rug Seller made the decision to deliver it anyway and to an empty house although a chap from The Rug Seller rang me to confirm the no. of the house at my new Address where he had delivered the previous rug. Bottomline - card address details did not match, the delivery address was confirmed by The Rug Seller but ignored and it was sent to the previous billing address and nobody even close to the empty house signed for it????My rug was just dumped. The Rug Seller stated it was my fault as I had not read all of the Sage payment confirmation. Sage take no responsibility for goods, delivery or even the payment if they have indicated to the Vendor there was a mis-match.”

Helpful Report

Posted 8 years ago

“Cheap and chatty ,over priced”

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Posted 8 years ago

“I ordered a rug iat the end of December 2015 only to receive notice that it was out of stock, but would be in stock 4 February. That failed to happen. I was then told that I'd receive my rug by overnight delivery by 26 February (the date of this review) only to be told that due to a further delay, the rug will be sent by overnight delivery after 2 March!!! Or, of course, they will issue a refund. This is a major purchase and sets the tone for the interior design of my main living space. I've based everything around this rug and promised timeframe for delivery only to be disappointed again and again and again. I have purchased a number of rugs before from Rugseller, but never again. Ever.”

Helpful Report

Posted 8 years ago

“Rug arrived damaged a massive hole in it. Replacement arrived and collection was due same day for the damaged rug. It did not happen. I rang the sales office a girl answered, she told me she had no idea what to do and the Manager was off and would call me the next day. No one called. Phoned again and was told that someone would call and arrange collection, no one called again. E mailed and collection arranged. Damaged rug has finally been collected very late in the afternoon. Very dissapointed with the extremely poor Customer Service and lack of Customer Care. Will not use The Rug Seller again.”

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Posted 8 years ago

“This rug arrived on time and when the company said it would. It is of good quality for the price. Would use them again.”

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Posted 8 years ago

“Terrible company!!! Ordered a rug only to be told it would be a 2 month wait. I have tried to cancel the order and requested a refund. I was told this would be done however a month later I am still chasing my £70. Beware of this company!”

Helpful Report

Posted 8 years ago

“Absolutely terrible company I ordered a rug witch on their web site was in stock only to have an email from them saying it was not in stock and it would be until end of May when they would have them back in stock again. So I asked for a refund I had an email from them saying that they would refund me but I’m still waiting so I had to put an pay-pal claim just to get my refund as I say a terrible company please look some were else for your rug and give this company a miss.”

Helpful Report

Posted 8 years ago

“We bought our "Rug Seller" rug less than 2 years ago. Many of the "loops have worked loose" even though we have vacuumed it as per the "Rug Care and Maintenance Tips". I can't attach photos to show you. We do not feel this is acceptable. Rug Seller don't want to know.”

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Posted 8 years ago

“Delivery as specified. Rug the exactly what i wanted in size and colour. Problem is that it loses more than fifty strands every day. I realise shaggy rugs shed but this is ridiculous. After 2 months I have had enough and will be buying another from somewhere else.”

Helpful Report

Posted 8 years ago

I am sorry that you have not been happy with your new rug. Have you had a look at our after care information? Taking care when cleaning and hoovering a shaggy rug can help to extend it's life and appearance. Shedding is a natural element of a hand woven rug - perhaps you could consider a machine woven rug in the future, such as our Twilight rugs to avoid this. Regards, Amanda

Posted 8 years ago

“Terrible company, took my money then told me rug wasn't in stock and offered refund. I agreed to refund but it was never given. Then they decided to send a rug I hadn't ordered. Many ignored emails later it took 4 phone calls from them to establish what rug they had sent me as they 'send out over 300 hundred rugs a day' so shouldn't be expected to know what every customer has been sent. They also couldn't authorise a refund until this was established and a collection of wrong rug organised. In the end I had to send them a photo from their own website of the rug I ordered and the one I was sent. I'm waiting on all day today for the collection as they couldn't give me a time. Still no refund. Extremely unhappy and will never use this company again. Customer service non existent.”

Helpful Report

Posted 8 years ago

I am sorry that your experience with The Rug Seller has not been a positive one on this occasion. As with all online retailers, payment is taken when an item is ordered. You were notified that your rug was not in stock for a few weeks and that it could be with you in mid-February; you chose to cancel the order so it was agreed that a refund would be issued. Unfortunately, our warehouse team had already organised for your rug to be shipped out to you - we are very sorry for this error and any inconvenience it caused. Our customer service team are extremely hard working and try their best to ensure that our customers are satisfied with the service that they are provided. A refund was issued once the returned rug was received back to our warehouse. Regards, Amanda

Posted 8 years ago

“You sent a rug instead of a half moon - This should be replaced.”

Helpful Report

Posted 8 years ago

The Rug Seller Ltd is rated 4.7 based on 21,121 reviews