Rug Love Reviews 

Reply from Rug Love

Updated Nov 17, 2025

Customer has amended the review to reflect the correct return cost, thank you. However, the claim that they were “pressured” is untrue — we offered a free return regardless of whether they removed the review or not, unfair.

For the benefit of other customers, we would like to address the comments made in this review and correct a number of inaccuracies.

This review is the first notification we have received regarding any dissatisfaction. The customer did not contact us for assistance, nor did they submit a return request through our portal. As a small family business, it feels particularly unfair to receive a 1-star review without being given the opportunity to help or resolve any concerns. We have received only two negative reviews in over five years of trading, which reflects the standard of service we consistently provide.

The customer purchased a Matrix rug for £266. This is a genuine wool and viscose product (Perhaps the customer did not realise the rug also contains viscose) this same rug is sold by several retailers for over £430, which reflects the quality of the range. We dispatched the order on a next-day delivery service.

The return cost stated in the review is incorrect. Had the customer submitted a return request, they would have seen the correct cost. The return fee for a rug of this size is £18 + VAT. This is the charge applied directly by the courier, and we do not profit from this. As customers will appreciate, returning large items is very different from returning smaller goods. The cost to return would be the same wherever the rug was purchased (Wayfair quote £20-£50) — we are no different in that regard. Because of this, we feel it is not fair for the return charge to be used as a criticism of Rug Love. We clearly display return costs in every place possible across our website. Unfortunately, we cannot control whether customers read this information before purchasing, and failure to do so should not be used against Rug Love when we have been transparent from the outset.

We fully accept that a customer may receive an item and decide it is not to their personal taste, which is absolutely fine. However, we do not agree that the rug is of poor quality, it is untrue. The Matrix range is, in our view, the highest-quality wool rug range we sell, and there is not many higher-quality wool rugs available iat this price.

Regarding the colour, the product images are provided by the manufacturer and used by all UK retailers. While other retailers simply list this item as “Multi”, we are the only retailer that provides a detailed breakdown of every individual colour and shade present in the design. We also include 3 additional real-life photographs taken by us. We have this rug in our shop and can confirm it does indeed look like the 3 images. We do appreciate that buying online can never exactly replicate viewing in person, which is simply a limitation of online shopping, not specific to Rug Love.

In summary: A high-quality wool rug was supplied at a very competitive price, dispatched on a next day service, and delivered successfully. The customer did not contact us, did not request assistance, and did not submit a return. The return cost quoted in the review is incorrect, and the actual return fee is what you would pay elsewhere. We go further than other retailers by providing a full colour breakdown not found elsewhere and additional real-life images. Instead of giving us the opportunity to resolve the matter, a 1-star review was left without any communication. We have now reached out to the customer directly to offer a constructive solution. We are always happy to help, but we can only do so when we are made aware. Upon review, this almost feels like a not in good-faith transaction with no real intention of returning the item. We hope that other customers will take these details into consideration when reading our reviews and form their own fair judgement on the situation and the service we provided.

Reply from Rug Love

Sep 25, 2025

Thank you so much for taking the time to leave us a review – it is genuinely appreciated and truly makes a difference. I am happy to hear your pleased with your new rug :) We look forward to welcoming you back as a very valued customer.

Thanks again,

Reply from Rug Love

Sep 25, 2025

Thank you so much for taking the time to leave us a review – it is genuinely appreciated and truly makes a difference. We look forward to welcoming you back to Rug Love as a valued customer.

Thanks again,
Rug Love

Reply from Rug Love

Sep 25, 2025

Dear Helen,

Thank you so much for taking the time to leave us a positive review – it is truly appreciated, especially given that we let you down. Please do contact me if you wish to re-order at any point

Thanks again,
Robert

Reply from Rug Love

Sep 25, 2025

Dear Jade,

Thank you so much for taking the time to leave us a positive review – it is genuinely appreciated and especially kind given that we didn’t deliver the experience we intended. Please accept my apologies for the inconvenience caused. I look forward to welcoming you back to Rug Love as a valued customer, and I hope your next experience with us will be much smoother.

Thanks again,
Robert

Reply from Rug Love

Jan 14, 2025

Dear Customer (I believe your name is Gemma? Apologies if I am mistaken),

Thank you so much for taking the time to leave us a 5-star review of your own accord. It is genuinely appreciated and truly helps us.

As a family business, we strive to provide excellent service and deeply value each of our customers. I’m thrilled to hear you’re happy with your new jute rug and our service. We are always happy to match prices with no questions asked, as we want you to feel confident when purchasing from us.

Once again, thank you—it means so much to us that you chose to find us on Trustpilot and share your kind feedback. I look forward to welcoming you back to Rug Love as a very valued customer.

Best wishes,
Robert

Reply from Rug Love

Updated Jan 10, 2025

Dear Jim,

I hope this message finds you well.

I apologise for any inconvenience caused regarding the delivery issue. There seems to have been some confusion, as we emailed the address provided on your order over three hours ago to resolve this matter. Could you please check the email inbox that was provided on the order, I beleive it maybe your partner.

As a gesture of goodwill, we have already refunded the cost of the anti-slip item and dispatched a replacement today, in case the original has gone missing. Please check your email for details of the new order.

We promptly responded upon noticing your message on the chatbot. For future reference, you can also raise a support request via the chatbot, and we commit to responding within three hours.

I will follow up with you via email to ensure there is no further miscommunication.

For the benefit of our customers, we would like to provide clarity on the situation as it unfolded. This is our first negative review in four years. Unfortunately, the customer did not make any contact with us despite receiving six emails from us regarding their order being in transit and out for delivery. These emails allow customers to simply reply, and we promise a response within three hours.

The customer entered our chatbot but did not raise a support request, which meant we were not notified of the issue. This is the first time we have been made aware of any concerns. On 7th January, the customer typed a message into the chatbot. Upon noticing this, we immediately reached out and sent them an email within 15 minutes to offer assistance.

The customer had ordered a rug and an anti-slip underlay. These were dispatched together, with the underlay taped to the rug to ensure they arrived together. The rug was shipped on 30th December via a 24-hour next-day delivery service and arrived on 31st December.

We offer the rug at a competitive price of £124.99, compared to other retailers selling it for £208.99.

Unfortunately, during transit, the anti-slip underlay became detached from the rug. While this is a courier-related issue beyond our control, we always strive to resolve any problems promptly. Within 15 minutes of being made aware of the issue, we refunded the cost of the underlay and dispatched a replacement the same day, which arrived the following day. I am not sure we could have done anything more.

Given the competitive pricing, the prompt delivery of the actual rug, and the swift resolution of the anti-slip issue, we feel this service does not warrant a one-star review. It appears to be more a courier-related issue than a reflection of our service.

Regrettably, the customer left a review on Trustpilot 3 hours after we had sent three emails confirming the new order and replacement was on the way, which we feel is somewhat unfair and done more in spite than anything as the issue was resolved within 15 minutes and they had not responded to any of our emails.

That said, we acknowledge the importance of improving the process for future customers. While the customer did not manage to press the "Initiate Support" button in the chatbot, we will work to make this process even simpler moving forward

Unfortunately, some situations cannot please everyone no matter what you do which we feel is the case here. Some individuals leave negative reviews regardless, as evident from their other reviews.

We remain committed to providing the best service possible and remain committed to responding to all queries within 3 business hours.

To recap, we sold a rug at one of the best prices on the market and delivered it with next-day service. Unfortunately, the anti-slip detached during transit. Within 15 minutes of seeing the customer's message which was the first time we had been made aware of any issue, we dispatched a replacement the same day, which arrived the following day, and refunded the cost of the underlay as an apology - 3 hours later we receive a 1 star review.

Best wishes,
Rug Love