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RugStudio Reviews

4.9 Rating 3,191 Reviews

97 %

of reviewers recommend RugStudio

Company Reviews

Product Reviews

4.9

Based on 3,191 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 87%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About RugStudio:

For more than 90 years, RugStudio has enjoyed success with rugs, in all aspects of the industry, from manufacturing and importing, to wholesaling and retailing. RugStudio is a division of Oriental Rug Gallery, L.P. a family-owned business located in San Antonio, Texas with a rich history in the rug business. For four generations, we have maintained our roots in our highly service-oriented retail division - partnering with retail shops of all shapes and sizes throughout the US.

Visit Website

Phone:

1-800-796-8890

Location:

12719 Cimarron Path San Antonio, TX 78249,
12719 Cimarron Path San Antonio, TX 78249
Texas
78249

Anonymous

Anonymous // 01/01/2019

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

“Beth was excellent. There was no wait for chat. She answered my questions fully, was polite and professional, and it was a great customer service experience. This is my second purchase with Rug Studio, and their customer service is a primary reason — plus great prices!”

“Beware of this website. I have reported this to the better business bureau for possibly being a scam. I purchased a rug today online and the total cleared in my bank account. I later received an email stating that the website had advertised the wrong price and that more money would be required to complete my purchase. After talking on the phone with “customer service” they could not tell me their bosses name or even a CEO of the company. I spoke with Brittany who stated she was the supervisor over customer service and she did not know who her boss was. I emailed asking for this information without success. I immediately called my bank and they assured me they would block any further withdrawals from the website. In my opinion this is not a trust worthy site.”

“Everything I order from you is discounted or backprdered. Not happy with your company. Why do you have things that are unavailable.”

Hi Susie, I show you have placed 4 orders with us, all of which shipped in 1-2 days with the exception of your most recent order which does show a backorder date of 1-2 months on our website. We try very diligently to alert our customers as to the real lead time upfront, so we do apologize if you missed this information. If you would like for us to look for an alternative for you so you don't have to wait, please let us know. Until this rug is ready for shipment, your card will not be charged. thank you!

“Rug Studio was good, but the 10 month wait for the Exquisite Rug without a rug color sample was horrendous. The delivery was terrible, one guy in a truck, stopped half a block away and left a 200+ lb rug to be dragged back into the apartment building. The inner tube was 14' long and had to be removed on the street as it wouldn't have fit in the building or elevator. Lengthy order time, lack of a color sample, delivery and substandard packaging all abysmal. When we finally opened up the rug, quality was fine, HOWEVER, the COLOR was NOT as expected! It is mint or celadon green , not silver blue. Please update the description for others. Much could have been avoided with the color sample up front! We were too worn out from the process physically and mentally to return the 200lb rug after so long and are just living with it. 14 x 18' rug in a lot of the wrong color! Rug Studio was empathetic, Exquisite Rugs is unprofessional with a "take it or leave it" attitude. It's a wonder they are in business.”

“We are disappointed for 2 reasons. The first and main reason lies with the 'wash-out' / lack of colors in the rug we received. The second reason, and not your fault, is the overall quality of a hand tufted rug. This was our first and last hand tufted. We considered replacing it right away with one of your 100 knotted Tibetans, (the quality we normally buy) but are worried we can't trust your pictures and maybe the quality. In summary, we thought we were getting a good rug / deal, turns out we didn't.”

Hi Frank, yes, a hand-tufted rug is definitely a step down (in quality and price) from a knotted, Tibetan rug. While it is a lot of bang for your buck, tufted rugs are not for everyone. Please consider ordering a sample swatch next time to view the color and quality before ordering a larger size. I do see we offered you an extended return period in case you wanted to return the rugs. I hope you'll give us another try in the future. Thank you!

“Very good. My questions were answered and it didn't take too long.”

“The service support was excellent.”

“I have never ordered from your company, just did a chat with CR.”

“GREAT!!!! I have purchase from you before! … and will again!”

“Amazing! Very helpful and courteous.”

“Very responsive and helpful”

“Will never buy from again. Paid $350 for a rug that was damaged and would not take return. Do not buy from this company!!”

“I recently purchased a Loloi Pandora (PAN-05) rug. RugStudio had a good price compared to other websites I visited and they have a cashback Rakuten deal so I purchased from them. Within 24 hours, I received a call about delivery options and a potential shipping window, which aligned with the site information. Not long after, I received an advanced shipping notification that modified the date and improved it by over 30 days! A week later I received a notification that the rug had been shipped. It was delivered without issue, in perfect condition. I thoroughly enjoyed my experience and I am back on the site today to buy a different rug as I know that I will get top-notch service. I chatted with a representative online, Katie, who was very helpful as well so I wanted to give her a shout-out! This company clearly emphasizes good customer service and does a great job of communicating status updates and maximizing the customer experience. Thank you, RugStudio!”

“very timely. Only sorry I couldn't get the extra 20% off offer.”

“Service was great - it's the rug itself that's kind of...odd. It's made of hemp/jute (?) and, while I expected a bit of roughness, it looked awfully worn and rough out of the package and worse within a week or so. I didn't ask to return it, but I expected more quality from a Lauren Home product.”

“I bought a runner for my entryway and love it !!! Also another rug for the back door, it is quite lovely as well !! Thank you Rugstudio for your prompt attention to my order and delivery ! Kim Dallas TX”

“I was super excited for the rug to arrive early. It’s solid quality, with nice thick piling. The only downfall: the rug is CLEARLY gray—not even a remote trace of ivory anywhere on it.”

“In the end, it turned out well but it was confusing. I initially received an email that said that the rug I order would be on back order until the middle of March, I was upset due to the fact that when choosing dimension options the 5x7 would be available in the next 3-5 days. After a couple days I received another email saying that it would be shipped by next week. So, I do not know what wires crossed for the events to occur.”

Hi Isabella, yes, back orders can be confusing for sure! That's why we include in that email the line that reads "Please note, back ordered items often ship out much sooner than anticipated." You got lucky and yours shipped the next day- that's our dream scenario and it happens all the time. Glad it all worked out well. Hope to see you back soon :)

“We bought several rugs in a remodel process at our house to replace several older10+ years old high quality rugs. The quality is okay. This rug is less than half the weight of the rug it replaced. The rug looks nice in our living room. My wife is happy for the time being. I do not think that the quality of materials or workmanship will stand up to high traffic and 4 kids very long. HOWEVER, that is not my main problem with this rug. The main problem is the way that rug studio and the manufacturer drop shipped it to me. When I ordered, I thought that I could order online and drive to the store (5 miles from my house) and pick it up. I quickly found out that online orders are not related to the physical stores. The rug arrived by UPS about 2.5 weeks later. The plastic package was worn through on the edges and the stitching was torn on the exposed edges of the rug. We did not even unroll it at the time. I called to get a return authorization - the rug studio rep was nice but it was a cumbersome process to get a return authorization from the manufacturer (rug studio did not take the responsibility). A couple weeks later we received another rug from the manufacturer. It was packaged exactly the same way! Again, the corners were rubbed through the plastic - just the stitching was in slightly better condition (dirty and only slightly frayed). The rugs that we ordered from another vendor were double bagged and came in perfect condition. Why can't this manufacturer spend a dollar or two extra and double bag it? This would save the vendor a lot of money in dealing with ruined returns and annoyed customers that feel that the cost vs. benefit equation is not computing correctly... I should have driven to the store and then loaded it in the back of my truck. I could have been done in less than 1 day. Instead, it was almost a 2 month ordeal. I may have had a different experience with the store. We are still not happy about frayed stitching and dirty edges. We just don't feel like going through the return process again over it at the moment which is a pain.”

“They answered my complaint about the bad odor of the three rugs I ordered with airing them outside. They smell like mold. The rugs were a green shade instead of the gold color in the photos.”

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RugStudio is rated 4.9 based on 3,191 reviews