Company Details

Sadly i have to report that the fast delivery within 7 day delivery never happened . 1 month after placing my order i have now asked for a refund as nothing has appeared. I ordered on the 5th of November, nothing appeared by the 25th so i chased, i was then told that it had just arrived in stock (i had never been told it was out of stock) and it would be sent immediately. I chased again on the 30th to be told it had left on the Wednesday (29th) and should be with with me by Friday. I chased Friday 1st Dec but got no response . Today the 4th December i rang to be told it left on the 30th (different from what i was told previously) and had been signed for on the 30th by someone called loisa (though no address or time of signing) .As i was in all day on the 30th I can only assume they delivered to the wrong address?? In Fairness I can't say if this is standard as its the first thing i have ordered from this company. However I won't be ordering anything else.

Very disappointed with the rug. I sent them an email with photos attached of the rug shedding. It just keeps on shedding the fuzz or hairs . I expressed my disappointment with the quality of the rug which they listed as wool. It also caused me to have breathing problems due to an allergy that I have developed. To date, no response from Rug Merchant. Inferior products and 0 customer service

I recently purchased two rugs from this company. They arrived within a few days with no problems. The rugs are lovely and of excellent quality, despite being from the budget range, and they have already received admiring comments from people. I wouldn't hesitate to use this company again.

Well - I've dealt with some crackers in my time, but this one takes the biscuit! No sign of an order, and just try speaking to someone who can 'access the sales system'. It appears that there is only one sales person who also, I am told, happens to be the manager. I've asked for my money back but have little faith in that happening. Still, there's always the small claim's court - which I would certainly use if need be.

Poor experience, placed order and was never notified that this item was out of stock. Contacted them to find out where my rug was and was informed that they could not provide delivery date because they did not know when item would be back in stock. Got refunded but wasted a lot of time.

Really poor experience. Placed an order for a rug on 20 April. No confirmation of order received. When I tried to make contact with the company the person I needed to speak to was never available to discuss my order despite me asking the receptionist to message her to ring me. Almost a week went by and still no rug. I discovered on 4th May that I was refunded the amount paid for the rug. Customer service poor no notification the item was out of stock. I will not place an order with Company again.

I have ordered 2 rugs from this company, the first one arrived in 3 days ( the website said 7-10) and was exactly as described. The second one was out of stock but the customer service was out standing. I was contacted and offered an immediate refund or dispatch as soon as it was back in stock. The rug again arrived well before the date given by the customer service person. They were helpful and professional and I would definitely use them again.

We received our rug from The Rug Merchant within 4 days of purchasing (it said 7-10!) Very pleased with the rug and the service we have received.

Please with product and service

I bought a rug in December 2016 which if fabulous. However the underlay remains a different story. I ordered the underlay with the rug which did not arrive. I had to phone the company and get the underlay placed onto the order as it had been missed off! Over a week later the underlay arrived - cut into three pieces......On querying this I was told that it had been cut to my requirements! It reminded me of hob type filters rather than a mesh type underlay which I had imagined (I did not have an opportunity to view the underlay prior to buying), On requesting to send the underlay back I was informed that I had to pay the postage. This I did sending the package with recorded delivery. After over 3 weeks of not receiving a refund I phoned the company again and was informed they had never received the package, despite royal mail attempting to deliver the package more than 3 times. I have now received the underlay back after about 2 months! I cannot decide whether to fill up the landfill site with it or save it for some DIY purpose!!!

I bought the rug as a Christmas present for my daughter and she loves it . The rug is the elephant one - my daughter's Grandchildren think is is terrific.

I was informed of a delivery date - this did not happen and nobody let me know that it would not be delivered. I had to chase, cost of phone calls, emails for a update as to why. I has also arranged for someone to be in to receive the rugs. A lady eventually returned my call and was very polite and explained why (rugs had been delivered direct to her). This does not explain why nobody let me know and the inconvenience caused

Very bad experience with them, had to ask when my rug was going to be delivered, then when i did receive it, it was the wrong one. Informed them of this and they said they would get correct one sent out that same week and organise the collection of the incorrect on. Nearly 3 weeks later, a further 2 emails, and an open dispute through Paypal still no response from them. I can't in anyway recommend them, i certainly will not be making any further purchases, shockingly bad customer service.

reaally good service. Very happy with the rug.

excellent service

I bought this rug for a playhouse the grandchildren love it

I cannot fault the service received from Rug merchant, the whole process was seamless right down to knowing exactly when my rug was being delivered. If only all online purchases were this easy.

Absolutely fine

I ordered my rug one evening and less than 48 hours later it arrived. The rug is really good quality and looked much nicer in the room than it did on the web site. It has added a real touch of class and cosiness and everyone comments on how luxurious it looks when they come in. I am often wary of using the internet with untried companies but I would definitely use The Rug Merchant again and pass on a link to friends.

The rug was better than expected