Rugs Direct Avis 

The rug was nothing like the photograph. It cost £39.99 to return it and the return process was protracted and painful.

Rug i ordered was poor quality and over priced as found the same rug for sale half the price.
Requested to return it for a refund and they charge £25 to do this!!! So the over priced rug cost £40, then after taking off their return fee all i will get back is £15, complete joke. They even said they would price match the rug which they never done! Avoid buying anything from them as you will end up out of pocket!!!

The thin rug has no fumes, even though it's not a natural material. I was concerned that it could because it might affect my cat. He loves the carpet, and so do I!

Ordered Nore dark green rug as advertised as durable and good for high traffic areas. Within 4 weeks areas became matted/ flattened. Complained as felt this was a fault in the rug and requested a refund.They came back to state it’s wear and tear and to be expected after 4 weeks! They claim this isn’t a fault and I should brush rug which I had but it only lasts a few hours. Advised I could return but you have to pay for this. Beware of this company as it’s really not interested in customer care. Also virtually impossible to place a review on their site.

Great quality rugs and a decent selection from their website so I found exactly what I was after. Purchase was simple and delivery was extremely quick with a decent choice of courier. Highly recommended.

Really awful experience I would not recommend this company to anyone under any circumstance.
Ordered my rug, website advised it would be here in 3 days. 4 days later no rug contacted them and was told sorry computer glitch it will be with me tomorrow.. two more emails as it didn’t arrive only to be told again it would be with me tomorrow.
Emailed again was told actually it was out of stock! The misinformation and stress caused I cannot overestimate. I have better things to be doing than chased them up constantly. I’m still waiting for a refund 2 weeks later.
Rubbish customer service and complete mis management of information and clearly their stock!!

If there was option to leave zero stars I would! Beware of this company. I bought a rug and when I received it, it was so thin in patches you could see the base of the rug and it was all coming apart on our clothes and feet. I requested a return and got a reply saying the rug wasn’t faulty. I sent photos so they asked for me to send it back. I don’t this. A week later I get an email saying it arrived ‘badly misused, dirty and had gum in it’ and are therefor refusing a refund. It 1000000% did not get sent back in that state. I put the rug down for all of 30-60 minutes. We don’t wear shoes in the house nor do we eat in the living room where the rug was for such a short period of time. Luckily I have photos of the rug before I wrapped it up.
They’re an absolute joke.

What ever you do, do not buy online from this people, I sent a rug back and it got damaged in transit, if I hadn't insisted on them sending me the money back, they wouldn't have let me know that it got damaged as they were very slow tracking it at the warehouse. Only replied when I said I was going to claim the money back through the bank. The thing is that, there's no way of saying if the rig was damaged during transit or at their warehouse.... either way ie good business for them as they refused a refund.

absolute frauds - took the money from my account, 5 days later, no tracking data other that an 3rd aprty app that showed no movement. Querie it and finally got a response saying it was out of stock... Really? Had to recover payment via Paypal. AVOID AT ALL COSTS

Ordering the rug on line was simple and straightforward. It was safely delivered within 2 days. The rug was securely packaged and arrived in first class condition.

Orderd a rug from here which wasn't cheap anyway when it came it was not what I expected so asked to do a return I was told it would cost £13.99 to send back which I paid to then receive an email a week later saying they have received it and would not refund me as they said it had come back damaged ! They sent pictures there was no damage it was sent back in the original wrapping it came in so whatever happened between mine and getting back to them should not be my fault. I emailed 3 times with no response as I didnt have any information as to how I was going to get the rug back if they weren't going to give me a refund. In the end I rang up but the lady who emailed was apparently busy and was going to call me back she never did she just sent another email giving me the address to get this picked back up from. I then had to arrange for a delivery company to then go back and collect the rug costing me another £25 on top of the £13.99 I had to pay to return! I would never use this company ever again ive got the rug back now but it was a lot of work and ive now ended up with a rug I dont even want !

Great choices & easy to order, informative about delivery,

Very fast service and delivery. Lovely product excellent quality. Very happy!

The rug we got was fine - as described, however the size was wrong and it needed to be returned.

We had no issues with the return (which given others bad experiences i wanted to call out).

They even honoured the original promo code when i replaced it,

I wish every online company was as fast and efficient as this one, quick smooth ordering and fast (next day) delivery and I am always delighted with their rugs, I have used them for a few years now and thought it was time I gave them a thumbs up!

I am extremely disappointed with my experience with Rugs Direct and the way my return has been handled.

I purchased a rug and decided to return it immediately because I was not happy with it, it looked nothing like it was advertised. Rugs Direct arranged the courier to collect the rug after a few phone calls, as they had completely forgotten about it…but that’s another story altogether!

After the rug was returned, I received an email informing me that the rug had been damaged in transit because it had not been wrapped sufficiently. They said they will investigate and will get back to me. They said if refund was not issued then I would be able to pick up the rug from their warehouse.
I did not hear from them for a few weeks and so sent them another email asking for an update. I received a very rude reply from a customer service assistant called Alzira saying that the previous email was self explanatory and I shouldn’t be waiting for a reply. I replied saying that in the previous email, Karen had said she will get back to me once the rug was inspected. As I didn’t hear back again for a few days I called and spoke to Alzira who said she hasn’t seen the rug. I requested for her to see if she can locate the rug and take some pictures of the damaged part and email them to me. She hung up on me!!!
I have not heard back from them since that day (over 3 weeks ago now) and my emails have not been answered.

To date, I have neither received a refund nor had my rug returned to me. I have therefore been left without the product and without my money.

This is clearly fraud and needs investigating.

I appreciate that returns need to be packaged appropriately, but I would have expected a fair investigation and much better communication. Instead, I have found the customer service extremely disappointing, with long delays and no satisfactory resolution.

I hope Rugs Direct will now resolve this matter fairly.

I ordered the Alessia Ale Rug in sage, size 2.20m x 1.60m, but the rug delivered was ivory and much larger than ordered — around 3.90m to 4.40m long.

This was not a minor mistake. The rug was extremely large and heavy, and having the wrong item in my home caused a lot of stress and practical disruption, particularly as I have chronic fatigue syndrome. I had also arranged painting work around the timing of the rug delivery, and I had to cancel because the incorrect oversized rug was taking up the space. I cannot prove the exact financial loss from wasting the painters’ time, but it caused real inconvenience, lost time, stress and wasted energy.

I provided photos showing the packaging, product label and details, but the customer service response did not feel apologetic or supportive. I was left feeling as though the problem was being treated as my responsibility.

Mistakes can happen, but with such a large and heavy item, I expected the company to handle the situation with more care, accountability and understanding. For me, the worst part was not only receiving the wrong colour and wrong size rug, but how unsupported the process felt afterwards.

easy to order. good pictures on site

I purchased a runner rug from this company, but it arrived with a defect. I initially contacted them by email and received no response. I then raised a support ticket through their website, and although they requested photos of the issue, I received no further communication after.

It has now been nearly two weeks, and no resolution has been offered. My attempts to resolve the matter have been completely ignored. Having paid almost £160 for a damaged rug, I find this level of customer service unacceptable.

As the company has failed to address the issue or provide a solution, I will now be contacting my bank to explore options for obtaining a refund.

Love this rug. Very bright colours and great quality