Sadly i have to report that the fast delivery within 7 day delivery never happened . 1 month after placing my order i have now asked for a refund as nothing has appeared. I ordered on the 5th of November, nothing appeared by the 25th so i chased, i was then told that it had just arrived in stock (i had never been told it was out of stock) and it would be sent immediately. I chased again on the 30th to be told it had left on the Wednesday (29th) and should be with with me by Friday. I chased Friday 1st Dec but got no response . Today the 4th December i rang to be told it left on the 30th (different from what i was told previously) and had been signed for on the 30th by someone called loisa (though no address or time of signing) .As i was in all day on the 30th I can only assume they delivered to the wrong address?? In Fairness I can't say if this is standard as its the first thing i have ordered from this company. However I won't be ordering anything else.
Review by Madhoo Fastlane2 years ago
Very disappointed with the rug. I sent them an email with photos attached of the rug shedding. It just keeps on shedding the fuzz or hairs . I expressed my disappointment with the quality of the rug which they listed as wool. It also caused me to have breathing problems due to an allergy that I have developed. To date, no response from Rug Merchant. Inferior products and 0 customer service
Review by SpAxX2 years ago
Poor experience, placed order and was never notified that this item was out of stock. Contacted them to find out where my rug was and was informed that they could not provide delivery date because they did not know when item would be back in stock. Got refunded but wasted a lot of time.
Review by Eaves2 years ago
Well - I've dealt with some crackers in my time, but this one takes the biscuit! No sign of an order, and just try speaking to someone who can 'access the sales system'. It appears that there is only one sales person who also, I am told, happens to be the manager. I've asked for my money back but have little faith in that happening. Still, there's always the small claim's court - which I would certainly use if need be.
Review by Ayyy2 years ago
I recently purchased two rugs from this company. They arrived within a few days with no problems. The rugs are lovely and of excellent quality, despite being from the budget range, and they have already received admiring comments from people. I wouldn't hesitate to use this company again.
Review by Nazita2 years ago
We received our rug from The Rug Merchant within 4 days of purchasing (it said 7-10!) Very pleased with the rug and the service we have received.
Review by Tinselworm2 years ago
Really poor experience. Placed an order for a rug on 20 April. No confirmation of order received. When I tried to make contact with the company the person I needed to speak to was never available to discuss my order despite me asking the receptionist to message her to ring me. Almost a week went by and still no rug. I discovered on 4th May that I was refunded the amount paid for the rug. Customer service poor no notification the item was out of stock. I will not place an order with Company again.
Review by Froonck2 years ago
I bought a rug in December 2016 which if fabulous. However the underlay remains a different story. I ordered the underlay with the rug which did not arrive. I had to phone the company and get the underlay placed onto the order as it had been missed off! Over a week later the underlay arrived - cut into three pieces......On querying this I was told that it had been cut to my requirements! It reminded me of hob type filters rather than a mesh type underlay which I had imagined (I did not have an opportunity to view the underlay prior to buying), On requesting to send the underlay back I was informed that I had to pay the postage. This I did sending the package with recorded delivery. After over 3 weeks of not receiving a refund I phoned the company again and was informed they had never received the package, despite royal mail attempting to deliver the package more than 3 times. I have now received the underlay back after about 2 months! I cannot decide whether to fill up the landfill site with it or save it for some DIY purpose!!!
Review by FortLangleyArt2 years ago
I have ordered 2 rugs from this company, the first one arrived in 3 days ( the website said 7-10) and was exactly as described. The second one was out of stock but the customer service was out standing. I was contacted and offered an immediate refund or dispatch as soon as it was back in stock. The rug again arrived well before the date given by the customer service person. They were helpful and professional and I would definitely use them again.
Review by Yashim Epino2 years ago
Please with product and service
Review by Sadeysue5 years ago
Very bad experience with them, had to ask when my rug was going to be delivered, then when i did receive it, it was the wrong one. Informed them of this and they said they would get correct one sent out that same week and organise the collection of the incorrect on. Nearly 3 weeks later, a further 2 emails, and an open dispute through Paypal still no response from them. I can't in anyway recommend them, i certainly will not be making any further purchases, shockingly bad customer service.
Review by Marly5 years ago
reaally good service. Very happy with the rug.
Review by LauraDHall Robustini5 years ago
Review by Ewwi5 years ago
We wanted to buy another rug to match one already in our lounge. The shop where we had purchased the first one informed us that it was now discontinued. We contacted the manufacturer who confirmed it was no longer available. My wife found Rug Merchant on the internet and spoke to them on the telephone. They took all the details and promised to ring us back. To our delight they had sourced the rug somewhere in Europe and we received the rug 2 weeks later. Well done brilliant service will use again.
Review by Imajewelaholic5 years ago
Great customer service, great rug!
Review by Washdweller Diturije6 years ago
Great rug, unfortunately hugely let down by delivery. Original order placed on 14th Aug, finally received on 10th Sept only after a chasing phone call to ask where it was after 3 weeks. Promptly dispatched 'another rug' which was received today with thanks.
Review by Frizzy6 years ago
Service and delivery as they said, plus email as day of arrival, on the delivery day courier phoned to give a time and was spot on. good service nice rug, cant say more than that.
Review by IType6 years ago
I am very pleased with the rug, beautifully soft and excellent quality. I was a little surprised at the length of time it took to receive it.
Review by Chonzom6 years ago
I bought the rug as a Christmas present for my daughter and she loves it . The rug is the elephant one - my daughter's Grandchildren think is is terrific.
Review by Isata6 years ago
You know how sometimes you worry that what you are ordering will take a long time to come and then you are disappointed by the colour, quality etc... well, The rugs arrived within 48 hours of ordering and look fantastic on my wooden floors! Thank you Rug Merchant for the speedy service and top quality products!
Review by NiceTry6 years ago
The rug was better than expected
Review by Mercurio6 years ago
Review by Vartul Piana6 years ago
Good prices fast delivery
Review by Tonybcfc Pechanova6 years ago
I ordered my rug one evening and less than 48 hours later it arrived. The rug is really good quality and looked much nicer in the room than it did on the web site. It has added a real touch of class and cosiness and everyone comments on how luxurious it looks when they come in. I am often wary of using the internet with untried companies but I would definitely use The Rug Merchant again and pass on a link to friends.
Review by Malabalabouska6 years ago
i purchased what i thought was a respberry rub to go in my raspberry kitchen but when it arrived it was definiatley not raspberry but red. refund requested