The Rug Seller Ltd Reviews

Name: The Rug Seller Ltd
Address: 7 Trafford Moss Road, Astra Business Park, Trafford Park, Manchester
Rating: 4.73

4.7 Rating 21,363 Reviews

94 %

of reviewers recommend The Rug Seller Ltd

4.7

Based on 21,363 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Could Be Better

Visit Website

Email:

Sales@therugseller.co.uk

Location:

7 Trafford Moss Road, Astra Business Park, Trafford Park
Manchester
M17 1SQ

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The Rug Seller Ltd 5 star review on 25th February 2025

701

Anonymous

Anonymous // 01/01/2019

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

“Rug was of bad quality and have waited in all day for return collection (9-6!) only for courier to not show despite being told on the day by customer service(?) they were booked but I should expect any correspondence or confirmation”

Helpful Report

Posted 8 years ago

“This is most appalling supplier I have ever reviewed. I ordered my rug back in early November and am STILL waiting. I have spoken to customer services many times. In January I was assured it would arrive no later than the 5th or 6th. It didn't arrive. Then they said February 5th or 6th. Didn't arrive. Then I called back in February and spoke to a guy called James who I found to be head of customer service. He told me he would contact suppliers and call me back in 10min. Waited over half an hour, heard nothing back. Called back to speak again to James who told me he had been waiting to hear back from suppliers without even forwarning me. Eventually told it was in the country but would arrive on 21st or 22nd. Called back on 21st of February to find wasn't in country after all but still on container ship and would be arriving on 16th March. This has been close to half a year wait!!! Would not give me suppliers number either to contact direct but just a literny of apologies and no action.”

Helpful Report

Posted 8 years ago

“you didnt have it in stock had to wait 8 weeks then had to contact you for you to chase the order when it was found they shipped it right away but had to wait to long for the rug and it was a present so not impressed at all”

Helpful Report

Posted 8 years ago

“the rug was not as described , its a totally different colour , it took a week to get a reply of any sort to my emails and pictures where supplied to yourselves , anyway loads of messimng about so now I`ve opened a dispute with ebay to get my money back and you collect your rug”

Helpful Report

Posted 8 years ago

“I have held off from making any comments to give The Rug Seller a chance to respond fully to my original communication to them. However it must be said that the customer service is dreadful. (I notice many other respondents have made similar observations)The managing director claims "no quibble" returns. Try telling that to customer service who seem to have devised methods of curtailing customer comments. Even an e-mail to the MD only got a response from customer service who promised a response "next week" (now 11 days lapsed.) Following delivery of the rug, I e-mailed about an hour after receipt. I wanted some coloured whipping yarn to make good the poor whipping on three corners. It was not really a complaint as I was prepared to repair it myself. Only the stone walling of customer service with poor response times have turned it into a complaint. If they had responded to my request 20 days ago they would have received more than one star. As it is this committed rug lover will be shopping elsewhere. These comments have probably put the lid on any satisfactory out come”

Helpful Report

Posted 8 years ago

Hi, Last communication was 7 days ago. As we stated this is not a normal request. Our contact is an importer and they have to speak with a manufacturer. Unfortunately they are yet to provide a response despite several attempts Regards, Amanda

Posted 8 years ago

“I still haven't received my rug, it was due to be re delivered today and I left explicit instructions where to leave it if there was no reply.”

Helpful Report

Posted 8 years ago

“I have yet to relive the 2 rugs I have purchased. Apparently UPS has lost them and it will take 8 working days before I know what has happened to the rugs - you have no power to get UPS to speed up theirs enquiry”

Helpful Report

Posted 8 years ago

“I was charged for my purchase on the 26th November when I ordered but I did not receive my item until 9th February. I was offered no apology, no discount and there was very little communication in between. Not only that, when the rug did eventually arrive it was not a true likeness to the picture and had much more of a green tone than the yellow advertised. Rubbish customer service, I would not recommend this company.”

Helpful Report

Posted 8 years ago

“I order a rug on 26/12/16 and it took over a month to arrive, The company where quite unresponsive and took days to reply to emails.. Won't be buying from them again”

Helpful Report

Posted 8 years ago

“bad service”

Helpful Report

Posted 8 years ago

“My order was processed 11 Jan and item received 30 Jan. On 25 Jan I received the wrong size rug which had to be returned. Your telephone service is poor as well. Throughout this period I spent at least 1 hr. on the telephone trying to resolve the problem. It takes 3 or 4 calls before you actually get to speak withsome and then all they can say is we apologise for the delay. This was my first and last order with your company and I will let other people know about your poor service.”

Helpful Report

Posted 8 years ago

“Delivery was shocking.”

Helpful Report

Posted 8 years ago

“I placed my order on the 12/12/2016 I received an email on 15/12/2016 to say that the rug I had ordered was out of stock but would be in by the end of December and would be with me shortly after that. After hearing nothing more and not receiving my rug I phoned them on the 20/01/2017. I was told that they would look into it for me and get back by the end of the following week to let me know the outcome. Well that week has come and gone and still nothing. My rug is now over a month and a half late. I have to say that this is terrible customer service. I personally will never use them again or recommend them to anyone.”

Helpful Report

Posted 8 years ago

“Ordered item on Christmas Day stated 10 business days to arrive, it finally came today 27th January over 33 days. I emailed twice and eventually had an email on the 4th January to say that it would be with me ''early next week''. When that did not happen I phoned twice more to be told they had emailed me on the 9th to say that it would be delayed, never had that email. Phoned again as I presumed that even if delayed it would still be delivered between 10 and 28 days which they stated was the time you waited if item was out of stock but nothing arrived. Another phone call to be told ''end of the month'' and when I said that would be more like over 30 days I was told ''well we said it was delayed'' as though that was my fault. Then eventually I had an email to say despatched and lo and behold it arrived this afternoon 33 days after I ordered it. Must say the rug is very nice BUT there are lots of sellers that are selling this rug and personally next time I need something I will go to one of those.”

Helpful Report

Posted 8 years ago

“I ordered a rug on 25th November 2016, only received it on the 12th January 2017. On delivery the rug has a lot of holes/ pulled threads in it. Have contacted the rug seller who are contacting the supplier, have not heard anything and am left with a rug I cannot use. Very dissapointed and out of pocket.”

Helpful Report

Posted 8 years ago

“I had to wait at least 3 months for my product. I also feel communication was poor and in-correct!”

Helpful Report

Posted 8 years ago

“Ordered the rug with ease on the website with no problems. Transaction went through, money taken. Then was informed the rug was out of stock and was on a container ship! We only had information after chasing this up ourselves. We were told rough dates but it took months! We were then told the first week of January and it came the second week. Poor initial communication. Staff always polite through email but it's left to the customer to do all the chasing. If the product is going to take months (about 3) this should be emphasised when ordering. Not good enough!”

Helpful Report

Posted 8 years ago

“Order was confirmed and monies taken, however product was later found to be out of stock; lack of communication over the order and the delivery dates, although product was ordered as a Christmas present it has only just arrived on 11 January.”

Helpful Report

Posted 8 years ago

“We purchased a rug from this company in November 2016. We had to cut the four corners of the rug slightly to fit it into our kitchen snugly, as we do not have the standard size room. We used rubber rug protectors under this rug, to prevent it sliding. Unfortunately, a week after purchase, the rug started slightly stretching towards the other side of our room, only about 1/2 inch, but not moving or slipping on our rug protectors, as we'd used these on various rugs, without problems. The rug was very thin, so seemed to be a little elastic and had a lot of give in it. I was constantly having to make minor adjustments to it, to move it back into a central position on the kitchen floor. Furthermore, this rug had been reduced by a large amount, and I believe this was due to the fact that pieces of fluff were coming off the thin pile, underfoot, in various parts of the kitchen. I vacuumed them up where I could, but had to pick them up by hand in other places. It was making us cough and choke, so we had no alternative but to take the rug up and stand it in our hall cupboard, where it has remained ever since. After deep cleaning the fluff from our kitchen floor, we purchased another more solidly made rug from another supplier, which did not de-fluff everywhere, and we've now had this ever since, and it's been brilliant. Wish we'd gone to this supplier initially, as it cost half the price and is much better made. Now, we have no way of claiming any compensation or refund for our first purchase - worst purchase I've ever made from the Rug Seller.”

Helpful Report

Posted 8 years ago

“Runner rug quality was very poor and colours totally different to the website photos considering the fact it was £159.00 I spoke to the customer service and was told to return if I am not happy and pay the postage fee. Customer service was also poor needs definitely some training how to speak over the phone. Don't recommend them at all. You can buy cheaper and receive a better service elsewhere. Thsnkd”

Helpful Report

Posted 8 years ago

The Rug Seller Ltd is rated 4.7 based on 21,363 reviews