“Awesome experience! Layla and her team went above and beyond from a customer service standpoint and communicated with me every step of the way. Will definitely buy my next rug from Rugs Town!”
“I recently visited RugsTown and had a fantastic experience. The staff, especially Layla and Hadi, were incredibly helpful and knowledgeable. I ended up finding the perfect rug for my living room, and I'm very happy with my purchase. I highly recommend this store to anyone looking for a beautiful and high-quality rug.”
“Pricing was good; delivery was prompt (unusual these days); quality of product great. And, customer service was outstanding: I had a real problem with my order, and was provided immediate personal service from staff and management, resolved my issue very quickly, and to my grateful satisfaction. This is my first go-to for future rugs.”
“You have to love customer service when you get a live and helpful person. The rug arrived immediately and was exactly as expected. And the price was the best I found.”
“Found the rug I wanted cheaper on Rugs Town. Ordered two of them and they were here in a few days. Customer Service checked with me prior to shipping to make sure I understood that the rugs were green and not grey so I wouldn't be surprised when they arrived. I appreciated this because the color was hard to tell but I was looking for a greyish green so the color was perfect. Thick wool rugs, well-made and will last a long time. Best of all is that they were not expensive!”
“After an exhaustive search through many stores, I finally found Rugstown.com and my dream rug in their stock! It was one issue solved to find that perfect item, but I got complete customer service, fast delivery as requested, and follow-up to see if I was satisfied. They offer free returns; they respond to emails and text messages (who does that any more?). The final great surprise: their price, including free delivery was the lowest of any store I had shopped.”
“I recently purchased two expensive wool runners for my new home. There was an issue with one of them and they were amazing in their efforts to make it right. First of all, a real human answers their phone. Second, they responded very quickly to my concerns with great email communication not just form letters. If you're used to dealing with big retailers like Pottery Barn and the like and getting lost in their customer service quagmire, you will love purchasing from Rugs Town. Just good old-fashioned customer care. Hard to come by these days. Make a purchase, you won't regret it.”
“We purchased a rug online, after seeing it locally, so it was not totally blind. Rugs Town had the best prices and the absolute BEST customer service. Rug arrived quickly. I placed a subsequent order, after being satisfied with the first, but it didn’t work out. Layla and Hadi bent over backwards to ensure that I was a satisfied customer. I would absolutely purchase from there again and happy to refer to my friends.”
“I received my rug in 5 days from ordering online to FedEx delivery at my front door. The rug is beautiful and just as described. I left an email with questions and Rachel got back to me in a couple of hours. The packing was very protective and FedEx seemed to handle with care. The rug arrived a day early. I will buy from Rugs Town again.”
“Few things that you need to do as a business:
1) Get a Support Staff in place to answer the phone in real-time. Your response time should be at least 4 hours to get back to someone.
2) Get rid of FedEx as your shipping arm. They lack a knowledgeable support staff and there is a severe language barrier. Response time to solve an issue was beyond the 48 hour window. I had to be constantly proactive.
3) Customer service is everything. Learn it and live it! The more difficult to do business, the less interested customers will be.
Product is good and not the issue.”
“I found a great deal on an 8x10 Karastan 100% wool rug for my bedroom in a recently remodeled house. I was thrilled to find this website because their prices were much lower than similar websites I saw.
Because my house was under construction, I didn’t open package after receipt. The package was not damaged and the label said it was the right rug (the numbers, etc matched what I ordered), so I assumed everything was all good.
Two months later when I finally unrolled the rug, I realized I received the wrong one! I was well outside the 30 day return window but I contacted Rugs Town to see if something could be done.
They worked with Karastan to send me the right rug and arranged a deal where I could return for a 25% restocking fee. The funny thing is the “mistake” rug ended up being perfect for my living room that I had been struggling with how to decorate. I ended up keeping both rugs!
I greatly appreciated Layla’s help along the way. She was very communicative and thought outside the box to work on solutions with me. Do not hesitate to buy from Rugs Town!”
“Enjoying the new rug received, quality is excellent. Also ordered a pad and did not like so am going to return as not what expected. Layla is customer service has responded immediately to all my emails.”
“My rug came with a bit of damage and I was immediately reassured that I will be taken care of. The return process was quick and easy and my replacement arrived the next week and it was perfect. We will be shopping with RugsTown again, very pleased with our experience.”
