Excellent! The response time was incredibly fast and everything was handled perfectly from start to finish. The price was also great, best among. He always remained responsive and professional, which... See more
Company replied
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See what reviewers are saying
Carefully read the terms and conditions of the promoted return for free. This is fake! You cannot return for free just choose another model or pay for shipping > 99 Euro ( which I did) because the qu... See more
I ordered a rug which was a good price and a very nice rug BUT it has a fault line down one side. I emailed the company who firstly implied I was seeing things and I should be grateful of the price.... See more
Company replied
I have never left a review on any site before.. but I feel I cannot ignore the fact my item was never delivered and the complete lack of customer service. I bought a £100+ rug over 6 weeks a... See more
Company replied
Company details
Written by the company
Our goal is to find the perfect new home for our rugs where they can enhance the character of the interior, maximize the atmosphere for its residents and make you a perfectly satisfied & proud rug owner. We are a company based in Belgium and are active in all European countries and the United Kingdom. Our rugs are shipped from warehouses located in both the EU and UK and from our physical store located in Antwerp, Belgium.
Contact info
Avenue Louise 367, 1050, Brussels, Belgium
- +32 (0)483 02 46 42
- welcome@carpetstorexl.com
- carpetstorexl.com
3.1
Average
33 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Good quality rug
Good quality rug. Great selection if products and colour was exactly as pictured. Wasnt waiting long on delivery. Happy with the purchase.
26 September 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. McCarthy,
Good afternoon dear Orla,
Thank you very much for your positive review of your shopping experience at our online store!
I am very glad to read that you are completely happy with the quick delivery and the good quality of your Illuma Purple rug by Andessi Rugs which was as you expected after selecting this rug based on the photos published in our online store.
I wish you a lot of joy from the optimized atmosphere in your upgraded interior where you have offered your rug its new home, and thank you very much again for the time you have taken to share your experience!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Very accommodating
Very accommodating, I had accidentally ordered the wring size rug, and they were very prompt and helpful in assisting me. They arranged everything from ordering a courier to pick up the rug from my house and delivered the new rug in good time. I would definitely recommend Carpet Store.
26 September 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. Gibson,
Good afternoon dear Sorcha,
Thank you very much for rating our store & customer service with 5 stars, we most highly appreciate that! 😊
It was a pleasure accommodating you with the free exchange process to change the Heritage Duck Egg rug by Andessi to the different size in order to get a perfect match for your interior. I wish you many more years of comfort & joy from your upgraded interior where you have offered the rug its new home.
Thank you very much too for recommending our online store and enjoy a most pleasant weekend!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Well recommended online store with…
Well recommended online store with fantastic after sales customer service. You don't see that very often. Fair play and keep up the good work!
26 September 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Stan,
Thank you very much for your positive review of our online store and the customer service which you have allowed us to offer you!
I am very glad to hear that you are completely happy with the after sales customer service which you have received and have found to be rare & fantastic! 😊
Thank you very much again too for your time to review our service as well as for your trust & purchase in our online carpet store, and enjoy an excellent continuation of your Sunday!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Andessi Rugs, Cocktail Highland Ochre
Brilliant quality rug for affordable prices. The picture online did not do the rug justice. Will definitely purchase again in the future
26 September 2021
Unprompted review
Reply from Carpetstore XL
Good morning dear Ms. Sever,
Good morning dear Emma,
Thank you very much for rating your shopping experience at our online store with 5 stars!
I am very glad to read that you are completely happy with the price & brilliant quality of your Cocktail Highland Ochre (160 x 230 cm) rug by Andessi Rugs! I wish you a lot of joy from the optimized atmosphere in your upgraded interior where you have offered your rug its new home.
Thank you very much too for your positive intention to shop again at our store when an next occasion arises in the future; you are most welcome back at any time and I look forward to assisting you again whenever you need another rug to adorn your home!
I wish you a most pleasant Sunday in the meantime!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Top marks
Top marks! Excellent quality rugs and beautiful styles. Very reasonably priced. The team also worked hard to source me a specific rug amd ensured it was delivered a lot earlier than expected - brilliant service! Would recommend!
25 September 2021
Unprompted review
Reply from Carpetstore XL
Good evening dear Cliona,
Thank you very much for your positive review with top marks for the service which you have allowed us to offer you after your purchase of the Hana Carbon RG2024 (200 x 280 cm) luxury rug by Villa Nova!
I am very glad that you are fully happy with the excellent quality of your luxury rug by Villa Nova by Louis De Poortere! I wish you many more years of joy from the optimized atmosphere in your upgraded interior where you have offered your rug its new home.
Thank you very much again for your recommendation, trust & purchase in our store, and enjoy a most pleasant continuation of your weekend!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Fantastic customer service and happy…
Fantastic customer service and happy with the price. Brilliant quality rugs.
24 September 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. Flynn,
Good afternoon dear Julianne,
Thank you very much for rating our customer service with 5 stars, we most highly appreciate that! 😊
I am very glad that you are happy with both the price & brilliant quality of your Atlantic Nassau Red 9125 (170 x 240 cm) luxury rug by Louis De Poortere! I wish you a lot of joy from the optimized atmosphere in your upgraded interior where you have offered your new luxury rug its new home.
Thank you very much again for your kind words about your experience at our online store & about the luxury rugs by Louis De Poortere, and enjoy a most pleasant weekend!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Carpetstore have been brilliant
Carpetstore have been brilliant. Frederic’s communication the whole way through was fast, friendly and so helpful. He made the process very easy. I am delighted with the rug, it arrived quickly and the price was fantastic. Definitely the first place I will go to for any future rug needs.
21 September 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. Stevens,
Good afternoon dear Jasmin,
Thank you very much for your positive review of the service which you have allowed us to offer you!
Thank you very much as well for your positive intention to shop at our store again for your future rug needs, we most highly appreciate that! :-)
I am very glad that you are delighted with your new Palazzo Borgia Red 9141 (200 x 280 cm) luxury rug by Louis De Poortere! I wish you a lot of joy from the optimized atmosphere in your upgraded interior where you have offered your new rug its new home.
Thank you very much again too for your trust & purchase in our store, and enjoy a most pleasant evening!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Ordered a rug on Sunday and it arrives…
Ordered a rug on Sunday and it arrives the following Wednesday. Was the cheapest on the Internet.
Good communication. Very happy customer. Will use again. Thanks a lot.
8 July 2021
Unprompted review
Reply from Carpetstore XL
Good evening dear Mr. Ford,
Good evening dear Nigel,
Thank you very much for your positive review of the service which you have allowed us to offer you!
I am very glad that you are fully happy with your choice for the Pearl Rust (160 x 230 cm) rug by Flair Rugs and I wish you a lot of joy from the optimized atmosphere in your newly upgraded interior.
Thank you very much again too for your trust & purchase in our store, and enjoy an excellent weekend!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
No Rug, No Contact, No Refund... Is this company even real or just a scam??
I have never left a review on any site before.. but I feel I cannot ignore the fact my item was never delivered and the complete lack of customer service.
I bought a £100+ rug over 6 weeks ago, with a 2-4 day delivery time.
I received an email saying it wasn't in stock for 2 weeks, but that I could wait or ask for a refund. I still haven’t received it, having contacted them multiple times via email and phone.
The phone just rings and no one picks up (I've tried at least 10 times now) so I'm starting to wonder if it's a scam and I need to phone the bank.
The rug is definitely in stock on their website, and it's been over six weeks since they took my money.
Totally dissatisfied and I would never risk using this company again.
29 January 2021
Unprompted review
Reply from Carpetstore XL
Good evening dear Ms. Cotterill,
Good evening dear Esther,
Our most sincere apologies for the very unfortunate circumstances which have led to your bad experience at our store!
I have just reviewed the history for your order from earlier this year which looked as follows:
- You have placed your order on 17/12/2020 at 0.05h. You immediately received an order confirmation from our online store.
- As soon as I got to my office on 17/12/2020 I immediately sent you an email to inform you that the rug which you ordered unfortunately had just got sold out and the manufacturer would be able to supply the rug again only three weeks later on 7/01/2021.
The much longer than usual delivery time was caused by the disruptions in the supply chain caused by Covid and its related problems in Asia. I also asked in my message if you preferred to keep your order and wait for the rug to arrive, or if you preferred to receive a refund for your purchase.
- On 21/01/2021, you sent us an email which indicated that you must have missed my earlier message and which must have landed in your unwanted email inbox (or which may have got filtered away by spam filters)…
- Due to my temporary absence during the extensive renovation works in our physical store, I only managed to send you a reply to your message on 31/01/2021 via an alternative email address in order to get my message delivered this time.
I also reluctantly have to inform you in that email that the manufacturer was encountering a delay with the arrival of the new container which was only going to arrive only on 10/02/2021..
- During the works we also were reachable by phone much more limitedly than usually, which has led to several of your calls to remain unanswered. I remember this period very well when I was personally painting the large space of our new store while climbing up and down the scaffolding and operating the painting machine, and my unhappiness about being unable to respond to my customer’s calls & emails as swiftly as usually…
I sincerely regret this temporary unavailability during the renovation of our new store and I apologize for this most sincerely!
- On 1/02/2021 you confirmed good reception of my message and confirmed that you would like to keep the order and receive it asap. I promptly responded and confirm that your new rug would be dispatched immediately to you directly from the manufacturer’s facilities as soon as the new supply had arrived in their warehouse in Manchester.
-On 18/02/2021 I confirmed the shipment of your new rug which was then delivered at your home on 22/02/2021.
I regret that the delivery of your order was only possible much later than the usual 1 or 2 days delivery time which we usually can offer to our customers in the UK, and I regret the failed reception of the initial email and the unfortunate reduced availability by phone during our renovation works.
I hope that you will offer us another chance at a next occasion to offer you a much better experience like our other customers typically enjoy at our online store which is clearly is not a scam as you could establish for yourself after reception of my initial email and later the reception of your rug.
I wish you a most pleasant continuation of your weekend in the meantime.
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Prompt delivery
Prompt delivery, faster than expected. There was an issue where we did not receive the email confirmation however after emailing the company we received confirmation that our order had already been shipped and it arrived the next day. Would definitely recommend and use again.
30 November 2020
Unprompted review
Reply from Carpetstore XL
Good evening!
Thank you very much for your positive review of your experience at our store!
I am very glad to hear that you are happy with the service which we have offered you and I wish you a lot of joy from the optimized atmosphere in your newly upgraded interior.
Thank you very much again too for your trust & purchase in our store, and thank you very much as well for your positive intention to recommend us and shop with us again in the future!
I look forward to helping you again at a next occasion and I wish you an excellent weekend in the meantime!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
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