Modern Rugs UK Reviews

Name: Modern Rugs UK
Rating: 4.56

4.6 Rating 2,250 Reviews

90 %

of reviewers recommend Modern Rugs UK

4.6

Based on 2,250 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Returns Process	Could Be Better

Visit Website

Phone:

01388 663738

Email:

sales@modern-rugs.co.uk

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Modern Rugs UK 5 star review on 6th February 2020

148

Anonymous

Anonymous // 01/01/2019

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

“I went to return my rug for a bigger size , returns are not included . So I went to multiple carriers and they all said it would cost me over 100 euros just to ship back . Not worth the purchase”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. We're sorry to hear that you found the returns process frustrating. We are currently mid-development of building a return service into our website. Customers will be able to arrange collection from any address to be returned to our warehouse and the fee will simply be deducted from the refund or exchange. As a guideline, an average size rug (120 x 180cm) can be returned from within the UK for approximately £9 using a courier such as Parcel2go or MyHermes. If you would like to call us on 01388 663738 we would love to assist in finding the perfect rug to suit your requirements. Thanks, Gary - Modern Rugs

Posted 5 years ago

“It wasn't a pleasant experience! I am generally happy with the products that I purchased online except for this time. I ordered a custom rug on September 23rd, 2018 and I am still not receiving it today. Called the company a few times and the customer service staffs were not helpful at all. They sent me an email said that the rug will deliver on the week of February 18, however it never came. I called again. This time they said they don't have the rug yet. The email confirmation that I received was just an estimated schedule. I am very confused! Don't know where my rug is. I wanted to request a refund but the company refused to refund the payment. I don't recommend anyone to order a custom rug through this company.”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. The lead time given on our bespoke products are estimates. The majority of the time we are able to deliver the product in the estimated time. However, sometimes manufacturing delays are encountered and lead times can be extended. Your bespoke rug is hand made in India. It is made of a combination of premium wool and bamboo silk, the process of merging the two together is a delicate one and one that can take some time to complete. We do understand that a lack of clarity on dates can be frustrating and this is something we will aim to improve on moving forward. I can see that we have now delivered your rug to you. I hope it is everything you hope it would be. Thanks - Gary - Modern Rugs

Posted 5 years ago

“Rug was late, no follow up call. Disgusting customer service”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us a review. We're sorry to hear of the delay you had with your order and understand that it can be quite frustrating to receive delays unexpectedly. We have been working hard behind the scenes to implement a live stock feature on our product pages, giving you the information needed to make an informed decision before placing the order. This is now live on our site! We hope that this development will improve your Modern rugs experience. We would like the chance to resolve your customer service issue with ourselves! Thanks again, Modern Rugs Team

Posted 5 years ago

“Avoid modern rugs! dreadful communication and service.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us a review. We're very sorry to hear you are not happy with the level of customer service you received from us. This is not company standard. If you would like to place an order in the future, please contact us at sales@modern-rugs.co.uk or by phone on 01388 663 738 and we will be sure to improve the next experience for you. Best Regards, Modern Rugs Team

Posted 5 years ago

“I first bought a rug and my card was charged but after a week, no order updates. I called and they had no record of my order. It then took them a week to find it and contact me. The rug was then sold out so I received it almost 2 months after I ordered it. Brutal service.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us a review. We're sorry to hear of the complications you had with your order and understand your frustrations with this. Please contact us at sales@modern-rugs.co.uk or 01388 663 738 if you would like to place another order with us. We would like to rectify this issue and provide a better experience to you in the future. Best Regards, Modern Rugs Team

Posted 5 years ago

“No use as it’s larger than the measurements stated. After calling to return it (it was too long for the hall) I was told that I would have to return it at my own expense, despite the size difference. Apparently, there can be up to a 5% size difference... which stated is on their website in the facts section (so I was told after not being able to find this info) Not good enough and this should have been made explicitly clear on the purchase page.”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us a review. We apologies for the frustration that has been caused. Please can you get in touch with us at sales@modern-rugs.co.uk with further details on your order? We would like to look into this with in more detail for you. Kind Regards, Modern Rugs Team

Posted 5 years ago

“Wouldn't buy from them again, rug was much paler that it said... I wanted a dark blue carpet and it was supposed to be thicker than it actually was.. poor quality for the price plus it cost 30.00 pounds to return........ never again”

Helpful Report

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. Were sorry that the rug didn't meet your expectations. We will review the product against our images and make any necessary adjustments. Thanks, Modern Rugs team.

Posted 5 years ago

“Never received my sample!”

Helpful Report

Posted 5 years ago

Thank you for taking your time to leave a review. We are very sorry to hear your sample has not been received. We can arrange to send another to you, please contact sales@modern-rugs.co.uk to have this arranged.

Posted 5 years ago

“Awful service, waited 8 weeks for a rug that never arrived..initially because they had forgotten to place order from Germany. Still didn't arrive....no explanation or apology, just a refund. Don't use modern rugs.”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. We're really sorry to hear that we couldn't supply your rug successfully. We would really like the opportunity to turn your experience into a positive one. Could you please email us at sales@modern-rugs.co.uk and our customer service team will try and help find the perfect rug.

Posted 5 years ago

“I found the member of staff I spoke to on the phone around xmas incredibly rude and condescending. She was a female member of staff but I didn't take down her name. The discussion was whether the company would be prepared to extend the Boxing Day discount for a rug I had my eye on whilst I awaited receipt of the sample. She was rudely adamant that there is no way even though she confirmed she was not a manager. Then, I only got an email saying the sample is on its way almost two months after I ordered it and even then, I never received the sample I ordered and paid for!”

Helpful Report

Posted 5 years ago

Thank you for taking your time to leave a review. We're sorry to hear that multiple aspects of this order have gone wrong. We can certainly look into this and get the order resolved. We do have stock of both of your samples at present and we would be happy to extend the boxing day sale to your order. Could you please get in touch with our customer service team at Sales@modern-rugs.co.uk or call us on 01388663738. Thanks Modern Rugs team.

Posted 5 years ago

“I found a very beautiful carpet at your site the same carpet also was on the other sellers however I chose you, big mistake! Two weeks after my order you asked supplier they told you they made discount and finished it!! Woooowww it is really quick! And the other carpet which I ordered also delayed.. Just a honest advice, please do not sell carpet,rug,anything!!!!Cause you are not able to!!!”

Helpful Report

Posted 5 years ago

Thank you for taking time to leave a review. I can see from your order that we managed to source the rug into our warehouse and deliver it to you all within the lead time quoted when the order was placed of 10 - 14 working days. If you are experiencing any problems with the rug itself, please contact our Customer Service team to look into this further for you.

Posted 5 years ago

“Neither of the rugs we bought will lie flat, and it is very easy to trip over the edges, which curl up. I should have thought that it would be obvious to you that they are not fit for purpose, but of course we could not know that and relied on your professionalism. We made a mistake, but we shall know not to repeat that.”

Helpful Report

Posted 5 years ago

Thank you for taking your time to leave a review. Firstly apologies to hear of this however do not worry, it is normal for your rug not to lie flat when it is first unrolled due to the way it is wrapped for transport. We can offer advice on how to correct this. Please contact our Customer Service team on 01388 663 738 or sales@modern-rugs.co.uk to look into this further for you. BR, Modern Rugs

Posted 5 years ago

“cheap synthetic rug that i could've got for tenner at the market”

Helpful Report

Posted 5 years ago

Thank you for taking time to leave your review. We are very sorry to hear that you are not happy with your purchase. We do offer a 14 day returns period whereby you can return your rug back to us for exchange, store credit or a full refund which unfortunately you did not take advantage of. If you could contact sales@modern-rugs.co.uk we can look at alternative solutions for you. BR, Modern Rugs.

Posted 5 years ago

“I was disappointed with the quality of the rug. When we removed it the one side was uneven. We thought it would settle down when straightened. But it has not. Either the rugs are sub standard or I was just unlucky to receive a defective one. Either way I am stuck with a sub standard rug that needs to be binned. Disappointed.”

Helpful Report

Posted 5 years ago

Thank you for taking your time to post a review. Please could you contact sales@modern-rugs.co.uk or call our friendly Customer Service team on 01388 663 738 whereby we can look into this further for you and offer a replacement rug. Modern Rugs

Posted 5 years ago

“I bought a rug for £124 but it had a hole in it. I e-mailed Modern Rugs, attached photos of the rip inthe rug but I have not receive a reply from them. It seems to me that Modern Rugs are not in the slightest bit interested.”

Helpful Report

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. I have checked your order and there are no notes. We haven't received any emails from you since 21st December when organising the delivery. If you can email us at Sales@modern-rugs.co.uk We can certainly look at your problem and find a resolution. Thanks Modern Rugs

Posted 5 years ago

“Very poor, product second rate. Experience disturbing, will not do business with you again!”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. We're really sorry to hear that you weren't happy with the product you purchased. We would really like the opportunity to turn your experience into a positive one. Could you please email us at sales@modern-rugs.co.uk and our customer service team will try and help find the perfect rug.

Posted 5 years ago

Thanks for taking the time to leave a review. We're really sorry to hear you weren't happy with the rug you purchased. We would really like the opportunity to turn your experience into a positive one. Could you please email us at sales@modern-rugs.co.uk and our customer service team will try and help find the perfect rug.

Posted 5 years ago

“Your website is gravely inaccurate. You lie and say all of your rugs are in stock when in fact they are not as the wait times are extremely long. I have to discount even though the rug was meant to be delivered before Christmas and in fact was not delivered until after the new year. I pretty awful service.”

Helpful Report

Posted 5 years ago

Thank you for taking time to leave a review. We sincerely apologise that your rug was out of stock at the time your order was placed, 95% of our rugs are in stock at all times either with ourselves or our supplier. I note from your order you were emailed just after your order being placed to advise of the out of stock item, with the new stock arrival date. Modern Rugs

Posted 5 years ago

“Malts for fun, not practical for a family. Has ruined my vac and washing machine with all of the wool. Vac 3 times a day. Not in any way worth the cost. No help from rugs uk”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. We're sorry to hear that you are not happy with your purchase. Looking at your order, I can see you did not purchase a washable rug and therefore it should not have been washed in a washing machine. If you could please email us at sales@modern-rugs.co.uk one of our customer service representatives will be happy to help and find care instructions specific to your rug.

Posted 5 years ago

“Ordered a rug for Christmas in early December. Checked the ‘up to’ working days for delivery and it would arrive just in time at the very latest and so placed the order The week before Christmas was contacted saying it would be delayed, then told on the phone it was fine, then informed our if stock until FEBRUARY As a result I email customer services twice, asking if they could recommend a similar product that would arrive in time for Christmas and got no reply. Still awaiting a reply nearly 4 weeks later for that matter. Awful”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. We're sorry to hear about the troubles encountered with regards to your order. Due to the vast range of rugs we sell we are unable to hold stock of them all in our warehouse. We therefore have to order stock in from our suppliers as and when it is required for our customers. If a rug is found to be out of stock we inform you as soon as we have been made aware. With regards to finding alternatives, this is something we would be happy to look into for you. Unfortunately I am unable to see any previous emails from you requesting this information but if you could send this request to sales@modern-rugs.co.uk a member of our Customer Service team will be happy to help.

Posted 5 years ago

“The rug I ordered was faulty and I have had no reply to my email concerning this so hence the low star rating!”

Helpful Report

Posted 5 years ago

Thank you for contacting us at sales@modern-rugs.co.uk as previously advised regarding the fault in your rug. As yet, we have not received a reply to the offer of a replacement. I will arrange a call to yourself to further discuss this.

Posted 5 years ago

Modern Rugs UK is rated 4.6 based on 2,250 reviews