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

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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

148

Anonymous

Anonymous // 01/01/2019

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

“Gold quality fast delivery”

Helpful Report

Posted 3 years ago

“Lovely hall runner but 10 cent short which to me was a big dissapointment i was told it was tollerance and this was to be expected i would understand the odd cent but not 10 which is 4 inches a lot of carpet what a shame very noticeable to my old one”

Helpful Report

Posted 4 years ago

“The only reason I’m giving this rug 3 stars is because the colour is not the same as the picture. I had my old rug for 10 years and had been looking for the last couple of years for a large green rug. Finally I found modern rugs and saw the great feedback. ( I almost ordered from benuta, til I saw their terrible feedback! ). My eye is very fussy, and the rug does not match my green curtains and feature wall. The rug is very soft though. Too much hassle to send it back so in time I guess I’ll get used to it.”

Helpful Report

Posted 4 years ago

“Hard to know what star rating to give. The rug was gorgeous, excellent quality however I had to return as the colour wasn’t as expected. To be charged £16 return, deduction from my refund ( which I haven’t had yet)is way too high. The rug wasn’t massive, fairly small and easily carried. My fault for not checking returns policy, unfortunately I won’t use this company again.”

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Posted 4 years ago

“I see all the reviews say the same! Not good advertising! Lies in fact”

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Posted 4 years ago

“Was a lovely rug.but colour online deceiving looked red online but more raspberry colour.so as I was looking for a definite red I had to return. No problem returning and got refund within a few days of returning.”

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Posted 4 years ago

“I have bought a lot of modern rugs in the past but this one I am so disappointed with due to its creasing. I did complain at the beginning and was sent info telling me that this was due to storage in warehouse. But it is still the same ! The last resort is to iron it which for health reasons I am unable to do so. I have no complaint about the quality of this rug or any other I purchased in the past from modern rugs. But be aware!!!”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking your time to leave a review. I am sorry to hear that your experience this time has not been a good one and I would like to look into this further for you. If our guidelines has not helped with the creasing in your rug, please email some further photos to sales@modern-rugs.co.uk where we can look into a possible replacement for you. We would like the opportunity to rectify this for you. Thank you in advance. Kind Regards Modern Rugs Team

Posted 4 years ago

“Once it eventually was back in stock the rug arrived promptly and I love it”

Helpful Report

Posted 4 years ago

“The rug looks good but the finishing is very disappointing the fluff is always coming off and after trying to rub some juice of the rug which my baby dropped it left a bald patch :( really really bad finishing especially with the price I paid for £409 so I’m really disappointed but the rug itself is pretty.”

Helpful Report

Posted 4 years ago

Good Morning, Thank you for taking your time to leave a review. The rug you have purchased from us is made with a Wool pile. Wool is a natural material from an animal which sheds, therefore shedding on a wool rug is unavoidable; it is a natural characteristic of the material. Pile shedding is most noticeable in the first few months of use and does gradually lessen over time. With regards to the cleaning, rugs should never be rubbed but blotted. The cleaning instructions are provided on the label on the reverse of your rug, however our friendly customer service team are available to contact for further advise should this be needed. Overall, we are pleased to hear that you are happy with the look of your rug. If you need any further assistance please do not hesitate to contact us. Best Regards Modern Rugs

Posted 4 years ago

“Not a great finish especially on edges.Unfortunately quite a disappointing buy!”

Helpful Report

Posted 4 years ago

Thanks for taking the time to leave a review. We're sorry to hear the quality didn't meet your expectations. If a rug is faulty we will always replace it for you free of charge. If it's not faulty you can return it to us and we can help you find a rug that better suits your purpose :) Thanks - Gary - Modern Rugs

Posted 4 years ago

“My order was delayed......followed up 3 times with customer service not impressed with their follow through. Rug however met my expectations”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for taking your time to leave a review. I'm very sorry to hear you are not happy with the level of customer service you received by the team. This is not expected and will be reviewed. I am pleased that your rug has however met your expectations. Kind Regards Modern Rugs

Posted 4 years ago

“Modern Rugs itself great, but let down by having to deal with the UPS delivery service. Paid for Saturday delivery, on the day nothing, and two further attempts to deliver on weekdays when I wasn't in. Wary of ordering again unless ability to change delivery service.”

Helpful Report

Posted 4 years ago

“I like the look of the rug and have kept it but would have liked it to be abit thicker considering the price i payed had to buy 3 cushioned anti slip Matt's to put underneath so it's softer underfoot”

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Posted 5 years ago

Thanks for taking the time to leave a review. We do have a large range of denser or longer piled shaggy rugs that are available and in stock. If you'd like a member of our customer service team to help find your perfect rug we can exchange the order for you. Contact sales@modern-rugs.co.uk Thanks, Gary - Modern Rugs

Posted 5 years ago

“When my rug finally arrived it was as I expected and I’m very pleased with it. However, the delivery process (via UPS) was appalling and customer service mixed. Delivery took nearly two weeks from ordering but more importantly from the date that they first said they would deliver it took nearly a week for them to even attempt to deliver. Apparently UPS ‘missorted’ the item twice and gave no explanation on the other days why the delivery was again delayed. UPS give no delivery window other than ‘by end of day’, and are impossible to contact directly. Customer service from modern rugs was mixed as although I was eventually given an apology I was also made to feel at other times that I was somewhat to blame for asking for the rug to be delivered to a pick up point when I found out that I wouldn’t be in on the day that they wanted to deliver...apparently that started the sequence of events! Also I think it should be made clear in the first email from the company on receipt of your order that if you’re not going to be able to wait in for an entire day then you can leave a signed note on your door asking for the rug to be left in a safe place as long as you also notify modern rugs by email....(this may be indicated on the website but not everyone will see this). However I have to say that not everyone is comfortable about leaving notes on their door - it would be better if this request could be directly given to the delivery company. In short, I think modern rugs need to find a delivery company that is more recipient friendly!”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. Im very sorry to read about your delivery problems. This must have been very frustrating for you. UPS do have a customer self-service centre where you can rearrange delivery, add delivery instructions, change the address or request it to be taken to a local shop. this is called My choice. We're working with them to provide feedback that will improve this service further. We also have a direct line to a dedicated team within UPS who can update delivery information on demand. I'm sorry to hear that the service given by modern rugs staff was also below standard. I will ensure this is addressed. Thanks - Gary Modern Rugs.

Posted 5 years ago

“A shame returns has to be arranged by customer”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave a review. Were 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. Best Regards, Chelsea @ Modern Rugs

Posted 4 years ago

“I ordered two rugs. One fairly expensive and the other a more affordable rug. The customer service whilst quick to respond and friendly and helpful was a little scatty. I find with a lot of furniture and interior type companies where dispatch isn’t as instant as say fashion retailers, all fail to keep the customer up to date on their orders in this modern world. I e-mailed them to ask when I could expect my rug as my online account didn’t really shed much light and they replied to say they had one in stock and the other they were wAiting on the stock and it would be another few weeks and did I want the other shipped now. I said please wait and send both together. I then received an e-mail about half an hour later to say both my rugs had been dispatched. I e-mailed again as I was confused and they said (and feeling nervous having seen reviews on trust pilot) they said the other rug had arrived that day. Both rugs arrived safely and I have kept both rugs and very pleased with the quality of both, however as per a lot of other people reviews one of the rugs looked incredibly different in colour to the website. I did contemplate returning one just simply as we weren’t convinced it suited the room but decided to keep it. The online return function on the website just would not work and I again had to e-mail to find out the process and actually on reflection the check out screens weren’t very user friendly either on an I-phone. They have a great selection of rugs and good staff so I think with some improved systems they could turn around their poor reviews as sadly I would source any future rugs from another company simply to avoid the customer service element.”

Helpful Report

Posted 5 years ago

Hi Louise, Thank you for taking your time to leave a review. Thanks for the feedback on our customer service. Our website is fairly new. We are working our way through improvements to the interactive customer self management aspect. All of your feedback is really welcome and we will use it to improve the way in which the website functions. We have some really friendly customer service staff who can always help to find the perfect rug. Best Regards, Chelsea @ Modern Rugs

Posted 4 years ago

“I thought it would have been a bit lighter and longer but that’s probably my fault re the length. To me the picture looked lighter .”

Helpful Report

Posted 5 years ago

Hi, Thanks for taking the time to leave us a review. Colour matching can be difficult and this is something we're working hard on. During the photography process, we make every effort to accurately reproduce the appearance of each rug we sell. However, variables such as photography lighting and your computer monitor set up can sometimes affect how colours are displayed. If you are uncertain about a particular rug colour and would like more information before you order you may ask our sales team by calling 01388 663 738 or e-mail us at sales@modern-rugs.co.uk. Thanks, Gary - Modern Rugs

Posted 5 years ago

“Ordered rug and it took a few days bfre I was advised that the item was out of stock. I was offered a refund, but deckded to wait for item. Rug has now arrived and am very happy with it, so all right in the end!”

Helpful Report

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're glad to hear you're happy with your purchase. Have a great day, Gary - Modern Rugs

Posted 5 years ago

“Love the rug only prob is all string bits are come of the top of it looking like pulls”

Helpful Report

Posted 5 years ago

Thank you for taking the time to leave us a review. We're very sorry to hear of the potential faults that have occured in your review. We would like the opportunity to review and correct this for you. Please could you email us with some images of your rug at sales@modern-rugs.co.uk, we will look at this further for you or providing a replacement to you. Best Regards, Modern Rugs Team

Posted 5 years ago

“The rug was good quality but it took you a while to process my order and it was impossible to get hold ofyou on the phone.”

Helpful Report

Posted 5 years ago

Thanks for taking the time to leave us a review. Customer service is very important to us and its something we're always looking to improve. We have recently started a live chat service which has a considerably quicker response time that phones. We hope that this will aid customers in linking to our customer service team more efficiently. Modern Rugs team.

Posted 5 years ago

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