Rugs.co.uk Reviews 

I ordered a 7' x 10' flat-pile rug which arrived folded tightly instead of rolled. As a result, the rug is badly creased, ridged, and stretched — completely unsuitable for use.
When I raised this with the company, I was told it would “lie flat in a couple of weeks,” but given the severity of the damage this is highly unlikely. A rug of this size and cost should never be shipped folded in the first place.
I have requested a resolution (either a replacement shipped properly, or a refund), but so far the response has been dismissive. Under consumer law, goods should be of satisfactory quality and fit for purpose — this rug is neither.
Very disappointed with both the product and the customer service.

Ordering from your site was very simple and easy for me - and as I have a brain injury that normally makes me very slow in doing anything.... your site was great!

Once I had ordered my item it only had the size on the order. Couldn't see my colour typed on the order. No details given for delivery timing.

The rug didn't take that long to arrive considering it came from America but the quality of the rug is shocking. It is meant to be a 1mx1m square rug but it is far from square. It is more like a rhombus with unequal side lengths. From reading all the awful reviews regarding returns, looks like a rhombus rug it is. Stay clear.

Under no circumstances purchase from this company.
be warned and purchase at your own risk.
I bought a rug and it is not at all as described on the website and they will not cover the return cost for a faulty not fit for purpose rug.
Absolutely disgusting customer service.
Be aware that if you are in the UK and purchase that to return you either have to ship to Switzerland or USA.
EDIT : After an hour or so on the chat service Jose finally confirmed that I would be receiving a full refund into my account.
This was only after I had confirmed from my credit card company that I could make a claim from them and I informed rugs.co.uk about this and I informed them I would be leaving this review + informing other consumer sites.
This company is NOT based in UK and is not a UK company. Although I can now see my refund being processed, it should not have been such a difficult and painful process. Even though they have processed this refund I still would not purchase from them again as I would not want to go through the same difficulty if the rug was not acceptable.
EDIT 2: Rugs.co.uk obviously did not appreciate my honest review as I received a message that they wanted proof that I was a genuine purchaser. So they do react to reviews.

Love the view in your room option. Easy to use website.
This is my second purchase from this company.

I bought a delightful bright coloured 'outdoor' rug at the start of the summer to bring a vibrant and colourful element to my outdoor seating arrangement. It wasn't cheap but I loved the patter and the wonderful colours so I went ahead.

It arrived and looked exactly as specified but over the course of the summer the colours have completely disappeared until it is now drab and colourless.

On informing the company of this they have suggested that I take it inside for the winter but there has not yet been a winter and that the colours will fade over a prolonged period. I really don't consider less than 6 months a prolonged period.

Furthermore, I don't see any such warning on the sales pages of their website.

I've been offered a 50% refund as store credit, but why would I want to spend more money on their products where 'outdoor' rugs can't be outside?

Avoid at all costs - what you see on the website is not what you will end up with 3 months later and beyond.

My order was delivered to an incorrect address - the response given by the customer service team was:

"The delivery address you provided is way too complicated and it doesn't bring any outcome as an address."

The address literally contained, house number, street, area and postcode.

Rugs.co.uk it seems like to blame their customers for delivery partners incompetence vs fixing the problem.

I will post updates as this saga progresses.

UPDATE: The CS team agreed to send out a new rug which finally arrived, over 2 weeks after my initial order. It's pretty low quality and all creased (which it says will fall out over time) - not worth the wait for sure.

Good Site to find your colour, shape,price etc.
Big problem when I tried to use paypal. Spoke on chat box for nearly an hour , told to return in 24hr as I.T. department was looking at it.
Still couldn't get paypal as an option ended up using my credit card because we really liked the rug.

Very bad customer service… bad quality and charge hell of money for return

Claimed I put the incorrect address on my order and wanted $18 to correct it and get my order to me (which was already 10 days later than expected). I sent my order receipt with my correct address clearly on it and they finally waived the unauthorized charge but never accepted responsibility. I'm still yet to receive my order and am now dreading the quality since I've read the reviews. I was not aware also this is a US company.

Be aware, not a UK company! They advertise shipping in 2 business days...if only. Customer Service chat is best way to contact but they make up stories (when my order was delayed) and genuinely do not seem to care about the customer. Returns - read the small print as you will be paying for the return to Switzerland - at a hefty price! My advice, if you live outside the USA, don't bother, not worth the stress. I know people have also complained about the poor quality.

Brilliant service and very helpful, with my enquiry. Very good customer chat service.
Keep up the good work, thanks.

Not UK based, poor quality and to return you need to send back to USA what a con.
Do not buy from this site!!
How can they be called rugs uk!!!

I was very sceptical about ordering a rug that I found on this site. I contacted them to ask where they were based and did they have an importer here in the UK.
I took the chance looked at the rug several times, checked measurements, thickness, where it was made etc. Ordered it, got confirmation of order and it was given UPS number for delivery at today's date. Sure enough it turned up today as promised and I have to say the rug is better than it's photo!! Well made in Turkey of all places. I have to say I am very pleased with it but that element of doubt will always be there when ordering from abroad. Do your homework on these companies, check their reviews and then make a choice.

Lovely quality and plenty of choice too choose from in your own home

This website is misleading given it’s a co.uk the assumption is a UK company, however after ordering and checking tracking I realised it was coming from the USA. The rug didn’t suit the space we had planned it for so when I tried to organise a return I got an email saying I could arrange a return myself to Switzerland for a refund, which would roughly cost me nearly half the price of the rug, or I could keep the rug and get a partial refund of just under half the value that I paid for the rug. So in short, they do not do proper returns and refunds and are not a Uk company, very misleading - not quite sure how they get away with it!

Rug arrived as planned. Decided I did NOT like the design at all so returned the item. But I discovered the return was not simple to send to a depot in England. Oh no, horrors I was told by the company to send it back to Switzerland! I would have to pay courier costs. I expected a full refund of rug but they only gave me a partial refund. Rugs.co.uk owe me £120.00. The rug was returned in perfect condition.
I complained to the company that I was furious I hadn’t received the FULL refund. Threatening to contact BBCs You & Yours consumer radio programme. Quick as a flash, an apologetic email arrived saying we have refunded your account with £120.00. What a relief.

Good to have so many filters for the large range of products. Great to be able to see what the product will look like in your home.