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 delivered with 2 black oil spots on. Notified rug seller and sent photos advising I didn't want an exchange just a refund. No call back from you I had to call again was advised a replacement was on order from suppliers. Again advised no exchange just refund. You arranged collection of faulty goods with ups and promised refund once goods received back to you. 6 days later and many phone calls later I still have the faulty rug as ups have not collected several times and rug seller still has my money. Totally fed up of it all.”

Helpful Report

Posted 7 years ago

Hello, Thank you for your review of the product and The Rug Seller. We are sincerely sorry for the inconvenience and issue you have receive this this item and please understand this is not the intention of The Rug Seller. We can see the item has arrived back to our warehouse in Manchester at 11.20am and you order is currently with the accounts department to process the refund requested. Once your refund has been processed, you will receive an email to confirm. Once again, sincere apologies and should you have any further queries, please do not hesitate to contact us. Kind Regards, The Rug Seller

Posted 7 years ago

“I have not received my.rug.”

Helpful Report

Posted 7 years ago

Hello, Thank you for your review on The Rug Seller. We can see by your account, a member of the team has re-dispatched the order for you yesterday. Apologies for any inconvenience caused and should you have any further queries, please do not hesitate to contact us for assistance. Kind Regards, The Rug Seller Team

Posted 7 years ago

“It just took too long to arrive”

Helpful Report

Posted 7 years ago

Thank you for your review of The Rug Seller. We do advise delivery between 1-10 working days; however, on rare occasions and on hugely popular products, items may become out of stock. On these occasions, we would aim to advise you of any delays via email as soon as possible. Please accept our sincere apologies for any disappointment caused and we hope you will give us a future opportunity to show our continuously improving service.

Posted 7 years ago

“I was unhappy regards the colour of the rug sent. It was advertised as teal and when it arrived it was clearly green. Due to the company's error I was sent two rugs and had to pay for them both to be returned. However having said this I have bought from Rugseller on two separate occasions previously and was delighted with the results”

Helpful Report

Posted 7 years ago

“First off all the delivery was delayed many weeks .. But since I have had the rug the leather pieces jus fall out of the rug , did mention this to the company when I first bought this rug but nothing was ever done about it .. Would definitely not recommend this company .”

Helpful Report

Posted 8 years ago

“We ordered a wool rug two months ago, the quality is extremely poor as it is starting to shred already. When we notified them, the customer service department were very dismissive and thought this was acceptable. Would not recommend any purchase.”

Helpful Report

Posted 8 years ago

“the rug is clicked in various places despite being only 4 weeks old. Looks worn and shabby”

Helpful Report

Posted 8 years ago

“I ordered 2 rugs and they wrre showing in stock. Then a week later received an email saying these are only in stock approximately 3 weeks time. Not one but both rugs !!??”

Helpful Report

Posted 8 years ago

Good morning Alan, Thank you for your review and we are sincerely sorry for any disappointment caused with your order. We can see your order was placed on the 2nd April and our Order Management team emailed yourself on the 4th April to sadly advise, one of the items was out of stock until the middle of this month due to high demand. We can confirm the shipment containing this item has arrived into the UK and will be arriving into our warehouse for dispatch this week. Once the item arrives, we will dispatch your complete order on a next working day delivery as priority and you will receive an email to confirm with the courier tracking information. Once again, please accept our sincere apologies for the disappointment caused as this is not the intention of The Rug Seller and we do aim to provide updates on orders within a timely manner, providing an excellence in customer service. Should you have any queries, please do not hesitate to contact the team who will assist with any needs. Kind Regards, Sophie Christie

Posted 8 years ago

“Deliver etc was fine. The quality of the runner how ever was very poor. We are two adults living in the house, we had the runner laying in the hallway - bear in mind we don't wear shoes inside - and yet the runner already have threads hanging out and being all loopy. Wasn't the most expensive one but surely a £50 runner should last longer then a week...”

Helpful Report

Posted 8 years ago

Good afternoon, Thank you for your review, we do appreciate all comments on our service and goods provide. In turn, I have tried to contact you via telephone to resolve this issue, please could you give me a call on 0161 876 4566 to discuss this matter further, quoting your order number. Kind Regards, Sophie Christie

Posted 8 years ago

“Two of the three rugs I ordered were out of stock (this wasn't updated in their website) and I had to call 3 times to know this and to get the third one delivered. Poor service. Will never use them again.”

Helpful Report

Posted 8 years ago

“I paid the extra £20 for a Saturday delivery which did not take place, even after the email confirmation on the Friday to say that the rug had been dispatched (by tuffnells). Tuffnells website and call centre both not responding when I tried to track my order on Saturday. Called The Rug Seller who were decent enough on the phone but really could not help or suggest to what to do next. Tuffnells tried to deliver on the Monday and of course we were not in. I had explained to The rug Seller that I did not want delivery during the week and only on a Saturday to which I have an email confirming that they would would speak with the courier and get back to me first thing Monday. Called The Rug Seller to find out why Tuffnells had tried to deliver - again staff very pleasant on phone but just no insight in why or what was happening. I decided it was pointless and asked for a full refund to which the guy on the phone said certainly, once the rug has been returned to us. Not sure why the rug being returned it my problem but of course either way I don not have my refund yet. The Rug Seller say they will confirm once the rug has been returned and refund me but I doubt this will happen unless I chase them. Like I said, staff are nice enough but just don't trust anything is taken seriously beyond the actual phone call.”

Helpful Report

Posted 8 years ago

“The UPS carrier did not deliver the rug in time. UPS said my address was incorrect- It wasnt. his house has stood here since 1745! Rug has been sent back to the Rug Seller by UPS. I never even got to see it. I asked for a refund but that has happened yet either. So far? a very bad experience.”

Helpful Report

Posted 8 years ago

“Waited ages for the rug to arrive then when it did it was the wrong size, still waiting for the right size to arrive !”

Helpful Report

Posted 8 years ago

Hello, Firstly, thank you for your review and sincere apologies for any inconvenience caused. We can see from your order that a human error occurred which the incorrect sized item being delivered to yourself initially and upon being notified, we aimed to quickly resolve this issue. The incorrect item was quickly collect and we can see via the courier tracking system that the correct item has been delivered today. Once again, we apologies for the disappointment incurred with your initial experience. This was not our intention and our aim is to provide an excellence in customer service and products and hope you will be able to have a chance to prove this in the future. Kind Regards, Sophie Christie

Posted 8 years ago

“rug took 7 weeks to arrive it was distorted and curled up at edges wont lie flat.”

Helpful Report

Posted 8 years ago

“The rug is lovely, the delivery service however is a different story. UPS firstly tried to deliver the rug to the wrong house, when told by the occupier that it wasn't theirs they went to the house next door (also the wrong house) and dumped it on the drive and left it there. Fortunately the person at the first house was watching and came to tell us. My husband then went to collect - having to carry the rug quite some distance. It specifies on the website that a signature is required but clearly the delivery company don't give a toss. We were lucky even to get the rug.”

Helpful Report

Posted 8 years ago

“Loce the rug but very poor service this time. I ordered my rug on Boxing day and heard nothing for another month, only to be told it was out of stock. Even then once in stock I had to keep chasing up delivery.”

Helpful Report

Posted 8 years ago

Hello Dawn, We are sorry to hear about your unfortunate experience. That was truly not our intention. We really appreciate your feedback, and hope you do give us the chance to make it right! We do hope you do not judge the entire company by this one experience. We strive to do two things…. Create a positive customer experience and provide excellent goods. Feel free to reach out to me directly if you ever have any questions or comments. Thanks again for the feedback, Kind Regards, Sophie Christie

Posted 8 years ago

“Delivery was slow but product was a complete waste of money. The anti-slip rug product does NOT work.”

Helpful Report

Posted 8 years ago

Hello, Apologies that you have received a bad experience with one of our products. Your feedback in regards to one of our widely popular products is greatly appriciated and we want to ensure you are happy with the purchase. Please contact our Customer Service department on 0161 876 4566, and a member of the team will assist with the issue and can come to a satisfactory resolution. Kind Regards, Sophie Christie

Posted 8 years ago

“Hi I purchased 2 rugs from this company just under 2 years ago both have been shedding fibers for all of that time which we regularly vacuumed off about 6 months ago no matter how often we vacuumed these tufts would not come off and have now turned into tiny black baubles that will not come of unless you cut them. I explained all this to the company and they said that shedding will occur throughout the life of the rugs this was never mentioned in the original description and they are now not tufts they are black baubles that cannot be removed at all. Having said that my question was if shedding as they call it will occur throughout the life of the rugs in normal use how long will it be before bald patches appear. The company have offered very little explanation or help with this matter and I have now referred the matter to my local trading standards. So beware when buying rugs from this company that you ask for a full explanation about shedding as they call it as I am now 2 years down the line and have 2 rugs at a cost of approx £400 that are usless and certainly not fit for purpose . Incidentally when replying to my emails they referred to hoovering all the time I had to point out to them there is no such thing as hoovering Hoover is a brand name very unprofessional.”

Helpful Report

Posted 8 years ago

“The rug was not worth the money that was paid, £68.99. The description is not what I was told or led to believe. You can see the base of the carpet through the wool and I can only imagine that after one wash it'll be ruined and wafer thin! I'd say this rug is worth about £25 to maximum £30-00!!”

Helpful Report

Posted 8 years ago

“I ordered a rug waited, and waited. Eventually I had to phone them. Was told they would get back to me, guess what they haven't”

Helpful Report

Posted 8 years ago

Hello, We would like to stress our sincere apologies for this experience. Please can you email me you order number and we will investigate the order and why the lake of communication. In turn, we will call you back with an explenation and an update. Once agai, sincere apologies. Kind Regards, Sophie Christie orders@therugseller.co.uk

Posted 8 years ago

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