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

“If I could give a minus score I would and although the staff at The Rug Seller tried their hardest to rectify mistake after mistake I question their judgement when they employ a courier service who are unable to deliver on time, provide incorrect information and are impossible to pin down. My item never arrived on time even though I paid extra for an a.m delivery on a certain day, then I asked for a refund only to have my item turn up 3 days later. The courier company were shockingly bad, didn't even attempt to knock on my door, instead they just left my item in a communal corridor and signed for it themselves. I then had to arrange for another job so my item could be collected and then returned, and again I waited all day and no one collected, instead they arrived without any paperwork in the evening the next day. Awful service!!!”

Helpful Report

Posted 10 years ago

Hello Kimberley, I am sorry for the issues you experienced with City Link. We are speaking with City Link to ensure our performance targets and will continue to montor this. Sincere apologies for any inconvenience caused and thank you very much for your valued feedback.

Posted 10 years ago

“The product shown on your website looked nothing like the product supplied in terms of colour. We are currently consulting our lawyers to consider a claim against you”

Helpful Report

Posted 10 years ago

Hello Mr Cratchley, The rug was purchased after viewing the manufacturers images that are colour checked against the products. Colour shades can vary depending on the lighting situation where the rug is situated. We do have a 14 day no quibble returns policy and have sent you a returns acceptance on the 21st October. Regards, Daniel

Posted 10 years ago

“I ordered a rug which was quickly delivered however, the delivery service used did not knock on my door I heard something being posted and it was a card to say they had tried to deliver and no answer which was a joke. The rug I ordered was poor quality, it was from the budget range so maybe my own fault. I think customers need to be able to order samples, can they ? Anyway I wanted to return the rug to find you have to arrange your own return. I don`t think this is good service the rug seller should arrange returns, I have a busy working life and didn`t bother trying to arrange my own courier to return the rug I just gave it away to someone who needed a rug and wasn`t too bothered it was naff. I did want to order a more expensive rug for my lounge costing £450 but there`s no way I will be taking the chance on that. Sorry”

Helpful Report

Posted 10 years ago

“Positives were that the company were able to deliver very quickly, ordered Tuesday delivered Friday. Returns were well organised. BUT they couldn't come up with the goods. Huge disappointment was receiving wrong rug. How can that go wrong? So a great waste of time and energy and special trip to deliver the rug to the nearest dispatch outlet. Did think of reordering but lost faith and wont recommend. Will be interesting to see how long refunds take.”

Helpful Report

Posted 10 years ago

“The rug didn't look right in my room and it has been a nightmare just to have it refunded, it's costing me more than what the rug is worth which is ridiculous. I was going to have an exchange but not after this ordeal( refunds and exchanges are not stated clearly on the website) I will be purchasing my rug from next then atleast if it is unsuitable I won't be paying the odds just to return it. I am not a satisfied customer!!!!”

Helpful Report

Posted 10 years ago

“Purchased a spider rug a couple of months ago it was not cheap but I had wanted one for ages. After six weeks it began to look worn, sent pictures and spoke to Rug Seller only to be told to turn it around! It was considered normal wear! Rug Seller is now refusing to answer my emails. Don't make the same mistake as me buy else where.”

Helpful Report

Posted 10 years ago

“The colour of the rug was completely different from the website. The customer service is very poor and they do not help at all. Just said that they have written somewhere on the website that they are not responsible if the colour is not same like shown in the pictures on their website. The rug is only 10 days old and has started to shed and show the base. I think its a defective rug but we I can only return back if I pay for the return delivery and that too it should reach before 14days of receipt. Poor quality and poor service. Would never buy again.”

Helpful Report

Posted 10 years ago

Hello Yasmeen, our customer services team have emailed you to resolve this matter. Regards, Daniel

Posted 10 years ago

“The rug does not look like the picture on the website. It looks cheap and not at all what I expected. I will not be using it. As it is so large it's not worth the expense of returning it. I am very disappointed that I have wasted my money.”

Helpful Report

Posted 11 years ago

“Delighted with the rug but delivery service was extremely disappointing.”

Helpful Report

Posted 11 years ago

“I ordered a Nourisson rug but it took the company four days to tell me it was out of stock. I selected another, a Sierra Apollo cream sculptured rug. When it arrived it looked NOTHING at all like the picture, basically the pile being mainly the same length instead of the cut-out pattern as featured. On contacting the company I was informed that it was up to me to pay to return it even though I feel the company contravened the trade description act. I have therefore returned it at my cost and am wholly disgusted with the whole experience. Never again will I shop with this company and make sure no one else I know does either.”

Helpful Report

Posted 11 years ago

The rug is sold as per the manufacturers images and does provide an accurate representation of the actual rug. I am sorry to hear that the rug was not to your expectations, we will process a full refund once it arrives at our warehouse.

Posted 11 years ago

“The raspberry rug I ordered came quickly & was of good quality & very lovely indeed so I have no issues there. However I had emailed before ordering to check on the colour. The pic showed it very dark & def not what I wanted but the close up was lighter/brighter & what I was looking for. I was promptly emailed back & told the true colour was the ilight bright shade so I orddered. I paid an extra £15 for delivery to NI. As lovely as the rug is I was very disappointed to find it was the darker shade, more like a deep dark wine. I decided to return it thinking it would be collected for me by the same courier and I would again pay the extra £15 delivery. However I was told I had to arrange a courier myself, something I have never done. It has proved impossible. I was quoted £90 by 1 company!!!! Anyone else reasonable, under £20 had a size limit of 150cm. My rug measured approx 160/65cm. I even contacted the co who delivered it & was told they do not pick up from my postcode. I feel very let down & abandoned by this company & am now left with a £130 ish rug that I have no use for. There customer care is the poorest I have ever experienced.”

Helpful Report

Posted 11 years ago

The screen images do provide an accurate representation of the rugs but appearance can vary depending on lighting conditions and computer monitor resolution settings. The terms of purchase on the website do state that returns costs are the buyers responsibility.

Posted 11 years ago

“The worst customer service ever. Bought from this site a couple of times now, and neither time has any product been delivered on the days that they have claimed they would be. In addition, both times products have been out of stock, though this has not been conveyed to me until after I have already been waiting and then have had to actively contact the company to ask about the whereabouts of the products. The single man who seems to answer the phone is the rudest person, who speaks complete untruths to end conversations with no satisfactory resolution. Done with this company”

Helpful Report

Posted 11 years ago

The order was placed on the 26th January and we emailed the following day to advise of a small delay on one of the 4 rugs ordered. We amended the order as per your instructions and dispatch was arranged. Sincere apologies for any inconvenience caused, we did email to confirm dispatch and provide the online tracking information for the courier service.

Posted 11 years ago

“The rug wasnt as good a quality as I was expecting, and when I asked if I could return it I was told to sort it out myself. Hardly good customer service.”

Helpful Report

Posted 11 years ago

“the rug was a disappointment in that it was totally different in colour to how it was shown..it was supposedly "linen white, ( looked to be an off white in the picture) but on arrival a sort of speckly brown and white, quite wrong for my room. I hate it. if it was not so heavy and difficult for me to return to you, I would have sent it straight back. I cannot therefore recommend shopping with you and will not do so myself in future ;and further more I am now £300 out of pocket yours sincerely Judith smith BDS.Lond. RCS.LDS.Eng.”

Helpful Report

Posted 11 years ago

“picture of rug I purchased was not true, wanted to exchange but had to return within 7 days which I found expensive as had to find and pay for courier kept the rug but will not be using them again”

Helpful Report

Posted 11 years ago

“The rug that I ordered was delivered to the wrong address. I had to chase up, and was told that the courier's Sat Nav had failed, and therefore he delivered to the wrong area (about two miles from my home) and to a clearly different address to the one on the packaging. I was informed that the courier would collect the rug and deliver it to me on Friday. It arrived on Saturday whilst I was out, and dumped by my front door. When I opened the packaging the rug was a horrible 'greige' colour (was advertised as cream, and looked cream in the photograph online). I now have to return it at my cost. I won't be using this company again.”

Helpful Report

Posted 11 years ago

“I carefully selected a grey rug as clealry shown on the company's website, a brown one was sent. The MD then refused to acknowledge this mistake, was sarcastic and rude in correspondence and refused to replace this and demanded that the I paid to send the rug back. I am now taking legal action. I would never use this compnay again.”

Helpful Report

Posted 11 years ago

“still not received rug ordered.delivery company have managed to misdeliver my order and I am awaiting outcome of 24hr investigation from 13/11/2013! now 18/11/2013”

Helpful Report

Posted 11 years ago

“The rug delivered to me bore little resemblance to the rug I viewed on-sceen. I ordered a blue rug and was sent a dull gray-black one. When I complained, I was told to return the rug at my own expense in order to get a refund. obviously, this is not cost-effective and I have been saddled with a rug that is of no use to me. Very poor service and poor attitude of staff when I complained. They were obviously not interested in customer satisfaction. I have referred the matter to Citizen's Advice who are escalating it to Trading Standards.”

Helpful Report

Posted 11 years ago

“I was sent the wrong colour rug - brown instead of beige.After checking i had ordered right and sending a requested picture via e-mail they said i would have to return the rug at MY expense before getting a replacement or refund !! Since when does the customer have to pay for the dealers mistakes? Paypal are now handling the dispute and hopefully i will get a refund and they will have to pay to uplift the rug.BEWARE do not deal with them as they are running the business on a shoestring and will not admit their mistakes if it costs them money.Have read similiar reviews - now too late .Wish i had done research beforehand.”

Helpful Report

Posted 11 years ago

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