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Modern Rugs UK Reviews

4.6 Rating 2,250 Reviews

90 %

of reviewers recommend Modern Rugs UK

Company Reviews

Product Reviews

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

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Phone:

01388 663738

Email:

sales@modern-rugs.co.uk

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Modern Rugs UK 5 star review on 6th February 2020

Modern Rugs UK 5 star review on 6th February 2020

Modern Rugs UK 5 star review on 23rd January 2020

Modern Rugs UK 5 star review on 13th January 2020

Modern Rugs UK 5 star review on 3rd January 2020

Modern Rugs UK 5 star review on 12th December 2019

Modern Rugs UK 5 star review on 5th December 2019

NIKKITA HEYWOOD

148

Anonymous

Anonymous // 01/01/2019

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

“I received my rug and the colour was very different to the photos online. I had to send it back. On the website it states, “You are free to return.” This statement is very misleading as it sound like they do free returns not that you can return an item if it is not correct and you have to pay for the return. You are aloud under your rights to return any item so why does it state this in a very misleading way. I will not be using this company again. Very disappointed with the customer service I received when I emailed to bring this issue up with them. The courier service UPS that they use isn’t very good either as they give you a day but not an approximate time like most other couriers so you have no idea what time they are coming that day even if you go on to their website.”

Posted 4 years ago

Good Afternoon, Thank you for taking your time to leave a review. Our website does state: If you're not 100 % happy with the rug, you're free to return it. Just be sure to let us know within 15 days of it being delivered. The full returns policy is available online for viewing: https://www.modern-rugs.co.uk/returns-information. I'm very sorry to hear you are not happy with your purchase and feel as though our website is misleading, I will pass this information on to our marketing team for review. Best Regards Modern Rugs

Posted 4 years ago

“I waited three months for this rug to be delivered. I was happy to do so because I thought it was perfect, unfortunately when it finally arrived it wasn’t what I was expecting. The title of the rug didn’t mention that it was patterned and the first few photos don’t show the pattern. I should have scrolled further but didn’t. It was such a disappointment after waiting so long. Modern Rugs refused to pay for the return and the tone of their emails to me fell far short of the customer service I expect. I won’t be buying from Modern Rugs again.”

Posted 4 years ago

Thank you for taking your time to leave a review. We have reviewed your complaint which relates to your rug being patterned. The images on our website clearly show the carved pattern in this rug, along with the rug description being: These plain coloured round rugs feature a traditional style hand carved pattern which is subtle yet elegant. Hand tufted with a quality 100% wool pile, these rugs are both thick and soft. Also available in oval and half moon sizes. As you have received the correct rug, any return is for yourself to arrange as per our returns policy. Regards, Modern Rugs.

Posted 4 years ago

“They sent me the wrong rug and I am now in dispute with them.”

Posted 4 years ago

Thank you for taking your time to leave a review. We have confirmed with you directly that you have received the correct rug according to your order. You are still within the 30 days return period and are more than welcome to return this rug back to us. To do so please follow the return instructions sent via email. Kind Regards Modern Rugs

Posted 4 years ago

“Looks cheap, I returned it.”

Posted 4 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 rug purchased. We are constantly working to improve the information available to customers on our website prior to purchase. We do have over 25,000 different rugs available to purchase on our website. If you would like advise or help on an alternative rug, please contact us at sales@modern-rugs.co.uk or by phone on 01388 663 38 and we will be more than happy to assist you with this. Best Regards, Modern Rugs Team

Posted 4 years ago

“Did not get my rug? Got a email saying Im getting a refund but it’s saying online that the rug is still available if stock? Why is tht?”

Posted 4 years ago

Hi and thanks for taking the time to leave a review. We're really sorry that we weren't able to fulfil your order, were working hard with our suppliers to make sure the catalogue is always up to date. The product is now showing as discontinued, it can take a few hours to update our website once we receive the information. You can view it here: https://www.modern-rugs.co.uk/brighton-flatweave-98170-1002-red-orange-rug

Posted 4 years ago

“The quality of the rug is very good. However the rug has been ruined by the person who rolled it up. It has been rolled the wrong way and a cardboard tube should have been used to wrap the rug around. It was rolled so tight it will not lay flat. There are marks/ripples all along the rug - see photos. I thought they might disappear after two weeks but they are there to stay! If your only business is selling rugs how do you not know how to pack and deliver them?”

Posted 5 years ago

Good Afternoon, Thank you for taking your time to leave a review. We roll our rugs up tightly and package them in plastic to protect them during transit. With some types of rugs, this can cause temporary creases or pile pressure parks. This is nothing to worry about and the rug should settle in the first few weeks. This is similar for example to when you by a new shirt or a pair of curtains which will be creased when you first take it out of the wrapping; but whereas these items can be ironed flat very quickly rugs take a little longer. There are things that you can do to speed this up. If you would some advice on this matter please contact our customer service team on sales@modern-rugs.co.uk. Kind Regards Chelsea @ Modern Rugs.

Posted 5 years ago

“Really bad experience. The first rug they sent had a big red stain down the cream wool rug. As soon as we opened it we saw the stain and called ModernRugs who asked if we could try and clean it before sending it back to see if it made a difference. They said they would sent the cleaner ASAP but a week later still nothing received. Called them to chase and they had forgotten to send the cleaner so a week wasted at this point. The cleaner did nothing whatsoever and I requested a replacement rug. We returned the rug to ModernRugs, and was told a replacement would be delivered within 2 weeks. Tried to chase but nobody answers the phone when you try to call, they seldom respond to emails. Finally received a replacement after 3 weeks from returning the original and there is no other way to describe the new rug as diagonal shaped and crooked. ModernRugs say this is usual apparently due to it being hand made however, its so bad I cant see how it passed any quality inspection. This rug was supposed to cost almost £600, but i wouldn't pay £100 for a rug of this poor quality that is not even straight. I have now had to arrange to return this also. It would appear they are trying to sell rejects, or 2nds for maximum price. The quality has been simply appalling. The staff are polite on the phone however, so thats a minor positive if anything.”

Posted 5 years ago

“We have not received our rug !!!”

Posted 5 years ago

Hi, Thanks for leaving a review. Your order was dispatched 3 days after the order was placed. If you have not received your rug we can raise a tracer with UPS. Please contact us on 01388 663738 or sales@modern-rugs.co.uk and we can proceed with the investigation.

Posted 5 years ago

“Matrix wire rug in black/cream finally binned it as it was a complete mess, cream wool showing through the black, the black wool more like brown in places. Very disappointed.”

Posted 5 years ago

HI, We're very sorry to hear that you're unhappy with your purchase. If your rug is faulty we can certainly have it replaced for you. Please send some pictures of the fault to sales@modern-rugs.co.uk quoting your order reference number and a member of our customer service team will get back to you. Thanks, Gary - Modern Rugs

Posted 5 years ago

“Poor customer service / attitude. Third class quality rug and outrageously expensive for what it is. Returned (had to pay the charges to do so) and bought a decent quality larger rug from dunelm which looks superb and superior in comparison. Would never buy from here again”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. We're really sorry to hear that you weren't happy with your buying experience. Looking at the communication logs it seems the quality of the rug was not mentioned until the return had been arranged. In this instance, we could have checked the quality of the rug that you purchased for faults and perhaps helped find you an alternative rug that meets your expectations. We would like the opportunity to turn your experience into a positive one, so please do get in touch with us at sales@modern-rugs.co.uk and hopefully, we can help you in the future. Gary, Modern Rugs.

Posted 5 years ago

“Sent wrong rug. Customer Service argued and patronising. Sent photos, still argued until supplier confirmed the colour was wrong. Laughed off messing up collection dates. Waiting for refund 5 weeks after ordering.”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. We're really sorry to hear about your experience with our customer service team. Customer satisfaction is very important to us and something we take seriously. Following the problems with your order, the product problem has been resolved with the supplier - a batch of rugs was mislabelled. We would love the opportunity to turn your experience into a positive one. Perhaps we can help find you a rug that suits your needs and expectations. Please email via sales@modern-rugs.co.uk and I will help you personally. Thanks, Gary - Modern rugs

Posted 5 years ago

“4 weeks later and still awaiting delivery!”

Posted 5 years ago

Hi, As per your request on 1st March, your order has been processed but put into our hold bay as you wanted to arrange a convenient delivery day. We have been trying to contact you via phone to arrange this and have left voicemails for you to call us back. Your order is still on hold and your rug remains at our warehouse ready for dispatch. Please get in touch with us on 01388 663738 or sales@modern-rugs.co.uk advising of a convenient day to get your order delivered to you. Thank you in advance. Many Thanks Chelsea - Modern Rugs

Posted 5 years ago

“The rug arrived tightly folded and plastic wrapped. 3 weeks later I am still waiting for it to un-link and go flat, it should have been wound on a cardboard tube to avoid tight folds. Most frustrating.”

Posted 5 years ago

Thank you for taking the time to leave us a review. We're very sorry to hear of the problems you have encountered with your rug. The rug you purchased is a very thin flatweave rug, this can extend the length of time your rug takes to flatten out naturally. You can speed this process up by ironing the reverse of your rug. You should place a tea towel over the backing of the rug and then use the steam iron on top of the tea towel, to iron out the creases. If the problem persists please contact us at sales@modern-rugs.co.uk and we will look at this further for you or provide a replacement if needed. Best Regards, Modern Rugs Team

Posted 5 years ago

“Ordered a rug, received absolutely different from the one I ordered. Been promised first one will be collected and right one will be delivered . After couple of days received email that my rug is not in stock , but wrong one to be collected on Friday . Sped all day waiting for courier - no one came ... and on Saturday ... and , of course, on Sunday... sent email - didn’t get reply... on Monday only -without any notice -courier came to collect ... not happy with company”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. We're really sorry for the mix up with your order, it must have been very frustrating for you. We are working hard implementing a livestock feature on the website and we have almost completed our catalog. Unfortunately, the Spectrum Dotty rug you ordered has been discontinued and is no longer available. We would really like to opportunity to change your experience to a positive one. Perhaps a member of our customer service team can help you find the right rug, we can discuss this by phone and of course offer a discount on a replacement order. If you could email sales@modern-rugs.co.uk we can arrange a call to you at a convenient time to discuss how to best move forward. Please Quote my name in the email and I will ensure it is actioned quickly for you. Thanks - Gary - Modern Rugs

Posted 5 years ago

“Not a bit like the image on line.Cheap and nasty and was returned at the cost of £9 by me.Beware!!!!!”

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 rug purchased. We are constantly working to improve the information available to customers on our website prior to purchase. We do have over 25,000 different rugs available to purchase on our website. If you would like advise or help on an alternative rug, please contact us at sales@modern-rugs.co.uk or by phone on 01388 663 38 and we will be more than happy to assist you with this. Best Regards, Modern Rugs Team

Posted 5 years ago

“Dishonest and misleading, blunt and non-caring customer service. Not a happy customer at all. I will not be returning.”

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

“Very disappointed. Ordered a rug. Didn't arrive by delivery date...called only to be told out of stock. Placed an order for an alternative by phone...stock checked whilst on phone and advised Yes in stock. Next day email saying out of stock. Managed to get the same rug from Wayfair.”

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. Thanks again, Modern Rugs Team

Posted 5 years ago

“I ordered 3 matching rugs. 2 were not available for another 6 weeks and the one I received after a week was such poor quality I returned it and cancelled the 2 that were on back-order.”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. We understand that unexpected delays can be inconvenient and frustrating. We have in the last couple of weeks implemented a livestock feature on our website which enables customers to see the live availability before purchasing. 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. Thanks, Gary - Modern Rugs

Posted 5 years ago

“The wrong rug was sent to me twice! Then I was told the rug I had ordered was out of stock (even though on the same day it was still for sale on the website for other customers!) so seems as though I was given a rug in the hope I wouldn't notice! I arranged for a pick up and a refund and was told I would receive this within 3 working days of the rug being returned. Two weeks later I still hadn't received my refund. spoke to somebody in customer services who was quite rude and said although she could see it had been picked up they had to locate the actual rug in the warehouse before processing a refund. They fact that they new it had been returned should have meant my refund was processed, as they couldn't locate the item in your own warehouse quite frankly is not my problem. She confirmed I would receive a call back by the next day, when I highlighted this was a Saturday she then corrected herself and said by end of the day Monday. Not surprisingly, I didn't receive a call back. finally after calling again my refund was processed by someone who was helpful.”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. It sounds like you've had a really frustrating experience. We're really sorry about the mistakes with your order. We have recently streamlined our returns procedure and this should eliminate some of the problems that you have faced. 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. Thanks, Gary - Modern Rugs

Posted 5 years ago

“I have purchased a Diva White Rug. There is no cleaning instructions on the web site and also on the carpet.Back side of the carpet is grey color. Carpet is %100 polyester. when i washed it in cold water it became blue. Manufacturing mistake.”

Posted 5 years ago

Hi, Thanks for taking the time to leave a review. Our customer service team can always help with cleaning instructions for specific rugs. they can be contacted on sales@modern-rugs.co.uk or 01388 663738. We also have a large range of fully washable rugs which you can view here: https://www.modern-rugs.co.uk/type/washable-rugs Thanks, Gary - Modern Rugs

Posted 5 years ago

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