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

“Having a terrible time, the rug was covered with a disgusting residue so I wanted to return as faulty... you literally had to wash your hands after touching it and I was especially concerned about my five month baby girl. The rug seller have refused to collect, haven't refunded and are just ignoring me now. I tried posting on their Facebook page and they kept publically giving helpful replies and saying they'd be in touch to sort out but behind the scenes they ignored me and now they've blocked my posts....nightmare company. They even tried to say that the residue was safe for my little girl, with no qualification or basis for saying it, I would have thought that's illegal? Anyway, beware.”

Helpful Report

Posted 9 years ago

“19.05.2015 My rug was delivered to the complete wrong address mine being priory close and the delivery made to vicorige court at least 300 hundred yards from my house. Delivery was made on Friday 15th and after not receiving my rug I rang The Rug Seller who told me that it had been signed for . I told him we did not sign for anything and were home all day. The rug seller then sent a email to instruct the driver to come back and show us where he put our rug. We heard nothing so rang back Monday to ask when the driver is coming to show us where our rug is and was told it was signed for and left in the garden , strange I thought my wife signing for our rug and then throwing it over our garden fence and spelling our name wrong on the signature. Any way about 1 hour later a little old lady knocked on our door who had walked 300 yards with her zimmer frame to tell us she went into her garden to find a garden rug and did it belong to us. So after her driving her home and picking up my rug all is okay and of course we will be sending the lady a bunch of flowers for her trouble wont we the Rug Seller.....??? Not your thought the delivery driver could not find us or return the rug back to his depot but but but...”

Helpful Report

Posted 9 years ago

“This is the worst company I have ever dealt with on the internet. The rug was supposed to be delivered o 21 April but have received nothing and it is now 11 May. I have spoken to a member of staff twice on the phone. My e-mails have failed to be delivered.”

Helpful Report

Posted 9 years ago

Hello Mrs MacFarlaine, As per our telephone conversations that rug was left by APC Overnight in the porch as per your instructions. We have spoke with the courier who in turn have asked the driver to confirm where the parcel was left and he advised it was left as instructed. Jo-Ann has passed on the details for the local depot who will be happy to provide further clarification. Regartds, Daniel

Posted 9 years ago

“I still haven't received my rug after an email confirmed it would be delivered last Friday. I have had to call and chase it every day and all the response I get is we are looking for it. I think it's disgusting and will never use or recommend you again. I will just be saying what a pathetic company you are”

Helpful Report

Posted 9 years ago

I am sorry to hear there were delays as we were provided incomplete address information on your order which has now been resolved.

Posted 9 years ago

“Very long delivery and very hard to reach. Will not use a second time and don't recommend.”

Helpful Report

Posted 9 years ago

“Rug Seller didn't answer my request for call-back. Two Romany rugs I purchased are very poor quality. Not worth the money. Wouldn't buy again.”

Helpful Report

Posted 9 years ago

Hello Eo, We have been having problems reaching you to discuss this matter. Please can you call our customer services team on 0161 876 4566 and we will be happy to help. Regards, Daniel

Posted 9 years ago

“The rug didn't look absolutely anything like at the picture, horrendous quality, didn't like it at all!”

Helpful Report

Posted 9 years ago

Hello Zuzana, I am sorry to hear that you were not satisfied with your recent purchase. The Louis De Poortere collection is one of our best sellers and I am dissappointed to hear it did not meet your expectations. We will be happy to process a full refund once the rug arrives back at our warehouse and our team is available to discuss other options for a replacement. Regards, Daniel

Posted 9 years ago

“Poor customer service and approach. Cinnamon Mr Fox rug ordered but a brown one delivered. Company hiding behind disclaimers that they are not liable for variations in the colour. Any reasonable person would interpret this as minor variations from what is on the web but still consistent with the colour being advertised and the basis for the order. I expect they are legally liable but in any case this is simply a complete lack of integrity from the company.”

Helpful Report

Posted 9 years ago

I am sorry to hear that the colour did not meet your expectations. As discussed by phone we are happy to offer a full refund. Regards, Daniel

Posted 9 years ago

“The colour of the rug on the web was very different to the colour received. I was dismayed to find out that i would have to pay the full cost of the courier that had to be a signed one making it even more expensive. This has been a costly experience hence why i would never purchase with them again.”

Helpful Report

Posted 9 years ago

HI Lyn, We have checked the rug against the online image and found the shade to be accurate. Colour can vary depending on the lighting situation of the room where the rug is situated. Our team would be happy to confirm colour shades should you need any further assistance. Regards, Daniel

Posted 9 years ago

“I ordered a rug which arrived with significantly different colours than on the website. When it came to return the item it was extremely unclear how to do so and given the difficulty and a busy start to the year we were slow to return it. We now find that we are only eligible for a credit note as apparently we should have notified within 48 hours if the rug was unsuitable and returned within 14 days. Given these days of Internet shopping I feel these conditions are draconian and would not recommend this company.”

Helpful Report

Posted 9 years ago

“ordered my rug for delivery 24th December failed to arrive. Phoned rug sellers 26th December told delivery service gone into administration , trying to retrieve my rug. ( Why did they not dispatch another) Told I would be contacted during the week NOTHING HAPPENED. Rang up Friday told rug would be delivered next day .waited in all day NO RUG. What a waste time and effort.”

Helpful Report

Posted 9 years ago

“I ordered my rugs nearly two weeks ago and I am still waiting for them to be delivered. I have sent several emails to the rugseller and they have not replied. The issue is mainly due to the courier failing to inform me of their proposed delivery time or day. They called at my property to deliver the rugs but of course I was not in as I was unaware of their visit. The rugs have been returned to their depot and despite numerous emails to the rugseller I am still awaiting information on a delivery date.”

Helpful Report

Posted 9 years ago

“I have been waiting for the items for a long time now and I still have not received them nor I got any news. so far my experience is pretty poor. you should ask me again when you actually do manage to deliver the items and send me an explanation and apology”

Helpful Report

Posted 9 years ago

Hello, I am sorry for the poor service provided by the courier and understand that the delay was unacceptable. Thank you for your valued feedback which we will used to prevent repeat instances of these issues. Regards, Daniel

Posted 9 years ago

“Very disappointed at this company's curt e-mail explaining that I would not get a refund having received a sisal hall runner rug which clearly has faults running through. Was told it was a natural fibre and that flaws can happen on this material. However, what about customer satisfaction I mean would you want a rug in your hall with several flaws patently obvious. Ps they also informed I had to send the rug back at my own expense as I asked for a refund and not a replacement. Would never use again because of attitude and will now take steps to retrieve payment from my credit card company as they have so,d me goods not fit for purpose.”

Helpful Report

Posted 9 years ago

Hello Mrs Welsh, During our call we explained that Sisal is a natural plant material and this type of product will have irregularities as each piece is unique. We will be happy to process a full refund if you are not completely satisfied. Regards, Daniel

Posted 9 years ago

“If I could give a minus score I would and although the staff at The Rug Seller tried their hardest to rectify mistake after mistake I question their judgement when they employ a courier service who are unable to deliver on time, provide incorrect information and are impossible to pin down. My item never arrived on time even though I paid extra for an a.m delivery on a certain day, then I asked for a refund only to have my item turn up 3 days later. The courier company were shockingly bad, didn't even attempt to knock on my door, instead they just left my item in a communal corridor and signed for it themselves. I then had to arrange for another job so my item could be collected and then returned, and again I waited all day and no one collected, instead they arrived without any paperwork in the evening the next day. Awful service!!!”

Helpful Report

Posted 9 years ago

Hello Kimberley, I am sorry for the issues you experienced with City Link. We are speaking with City Link to ensure our performance targets and will continue to montor this. Sincere apologies for any inconvenience caused and thank you very much for your valued feedback.

Posted 9 years ago

“The product shown on your website looked nothing like the product supplied in terms of colour. We are currently consulting our lawyers to consider a claim against you”

Helpful Report

Posted 10 years ago

Hello Mr Cratchley, The rug was purchased after viewing the manufacturers images that are colour checked against the products. Colour shades can vary depending on the lighting situation where the rug is situated. We do have a 14 day no quibble returns policy and have sent you a returns acceptance on the 21st October. Regards, Daniel

Posted 9 years ago

“I ordered a rug which was quickly delivered however, the delivery service used did not knock on my door I heard something being posted and it was a card to say they had tried to deliver and no answer which was a joke. The rug I ordered was poor quality, it was from the budget range so maybe my own fault. I think customers need to be able to order samples, can they ? Anyway I wanted to return the rug to find you have to arrange your own return. I don`t think this is good service the rug seller should arrange returns, I have a busy working life and didn`t bother trying to arrange my own courier to return the rug I just gave it away to someone who needed a rug and wasn`t too bothered it was naff. I did want to order a more expensive rug for my lounge costing £450 but there`s no way I will be taking the chance on that. Sorry”

Helpful Report

Posted 10 years ago

“Positives were that the company were able to deliver very quickly, ordered Tuesday delivered Friday. Returns were well organised. BUT they couldn't come up with the goods. Huge disappointment was receiving wrong rug. How can that go wrong? So a great waste of time and energy and special trip to deliver the rug to the nearest dispatch outlet. Did think of reordering but lost faith and wont recommend. Will be interesting to see how long refunds take.”

Helpful Report

Posted 10 years ago

“The rug didn't look right in my room and it has been a nightmare just to have it refunded, it's costing me more than what the rug is worth which is ridiculous. I was going to have an exchange but not after this ordeal( refunds and exchanges are not stated clearly on the website) I will be purchasing my rug from next then atleast if it is unsuitable I won't be paying the odds just to return it. I am not a satisfied customer!!!!”

Helpful Report

Posted 10 years ago

“Purchased a spider rug a couple of months ago it was not cheap but I had wanted one for ages. After six weeks it began to look worn, sent pictures and spoke to Rug Seller only to be told to turn it around! It was considered normal wear! Rug Seller is now refusing to answer my emails. Don't make the same mistake as me buy else where.”

Helpful Report

Posted 10 years ago

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