Reviewer Photos & Videos
Terrible product quality & service
The Rug was delivered not at all the quality as it looked online pictures. We needed a rug as our pet was slipping constantly in hallway. The quality seemed thick & plush in pics and what arrived was not at all as expected. On top of that we found the return will cost us $180 to send back to Switzerland. Why is it called AU Rugs anyway? very misleading. The Customer service by email was terrible with no clear answers, offered 15% refund or 10% off replacement rug.
They should clearly state on site that the product can not be returned in Australia. Rugs are heavy & how the hell are you able to send it to Switzerland on your own expense or at the cost the rug is anyway.
Never buy at least if you are in Australia.
Terrible quality and service, not even Australian!
I previously ordered a rug that was terrible quality and had constant creases in it that no matter what I tried, leaving it in the sun, and even ironing it too,
They sent me another one that was even WORSE it arrived scrunched up and completely ruined,
It actually feels like it was a big joke? Are they serious!
Worst consumer experience in my life
Please don’t buy from this company , they are expensive rugs and JUNKY QUALITY
- Verified customer
Misleading and Costly Returns Policy and Poor Quality Product, Beware!
Like many of the reviews I have read here there seems to be many more BAD reviews than GOOD.
I purchase a 245cm x 305cm Braided Chindi Rug, looked beautiful in the description and was a close match when it arrived.
The problem was that it was full of dust and very dirty and now when we try to vacuum the rug the braids all come apart. We are constantly having to re-braid the rug, not what you would expect for a $1500au rug.
We were also misled thinking that the company was an Australian company, when we tried to return the faulty rug we rec...eived this: "Thank you for your recent contact and purchase with us. I am sorry to hear that your order arrived to you and has not met your expectations. You may choose a courier of your choice using the following information provided below. Please note that most couriers have dimension requirements in order to not incur oversize packages fees. Please be sure to check with your courier to see if they have package size restrictions. If you would like to use our account with FedEx, we can provide you a shipping label via email for $320 AUD off your final refund".
Appalling quality, don’t respect Australian consumer laws.
Rug fell apart in a couple of months. They refuse to refund, instead want to give you a replacement of the same poor quality rug, or sell you another. Don’t deal with this company.
Don’t use - based overseas and not delivered on time
I’m contacting you as I am utterly disappointed with the service I’ve received so far. I waited in all day for FedEx to deliver the rug that was due by 6pm Friday. At the last minute it was updated to the end of the day, so I cancelled my dinner plans. Again, at the last minute, the tracking was updated to Monday.
I’ve wasted a whole day and cancelled plans to be available. This is unacceptable. I am moving house next week and require the package to be delivered before 12pm on Monday.
It would helpful if you informed customer that you are based in USA and the product comes from overseas!!
Excellent blend of colours and perfectly sized.
I am incredibly happy with my purchases and extremely impressed with the delivery service considering it was during the Christmas period, all rugs arrived at the designated date/time, and in excellent condition. Due to the large size of the rugs they had to be folded in half for shipping. Once down on the floor the folds flattened out relatively quickly. I selected the Carrington Rug that measures 305cm x 427 cm plus a smaller version for the door entry size of 65cm x 90cm for the lounge, and the Havana Rug 255 cm x 305cm for the bedroom. I ...love the colours because they fit into by colour décor. If I need any rugs in the future, I will not hesitate to buy from this company again. Please note that measuring your floor space correctly before buying is essential, I did, and all rugs fit their areas perfectly.
All round poor experience
Ordered a rug at the end of November 2020, still hadn't received it a month later so checked the tracking and it said they had an issue with the address, ended up having to chase them repeatedly via phone and email and was assured it was fixed several times and that the delivery would be made the following day, but still no delivery. Eventually I received an email saying the product was out of stock, when I followed up I was told that they lost the original delivery and that now the rug I wanted was sold out. Requested a full refund at this point as I had lost trust in their ability to provide the goods they promised.
Faulty rug. Returns
Bought a Rug from this company. Thinking it was in Australia. Tried th return it as it was FAULTY. Cost me $179.00AU. Was just told after I returned it, I was only to get a $26.00 Refund. Don't buy from this company if you are in australia.
The app is extremely easy to use. Taking a photo helped me choose design and SIZE without getting out of bed...where I do lots of shopping.
The product is as good as pictures, they show every angle, anyone who was disappointed with their quality didn't look clearly at the photos. It came from America and was quicker to my door that a post I sent to WA. I read reviews after purchasing and was really really worried. I had bought 3 and they came with diff tracking numbers and I contacted the help desk when I saw only one of three had left the warehouse and they were quick with responses. I'm stoked with my carpets and today I bought one more. Buy with confidence, this is a great company, start to finish.
Ordered a rug for $695 only to instantly get an email saying “We regret to inform you that your order has been determined invalid by Merchant Services and as a result it was cancelled.” The email then prompted me to try payment again via PayPal, BUT the funds have already been taken off my credit card!!!
I emailed back asking what they meant by this and also spent two days trying to get through in the phone. I have received no response and can not get anyone on the phone.
They are based in Philippines, maybe. Certainly not Australia.
DO NOT PURCHASE FROM THESE PEOPLE!
I have brought over $1.5k from them. Received 2 out of 5 rugs. have been trying to contact them for three weeks without any replies. Phone number is fake. DO NOT USE THIS COMPANY. all the good reviews are fake.
- Verified customer
Excellent Quality and Service
I have purchased 6 rugs over three orders. They vary in size from small bedside rugs to quite large living area rugs. All rugs were from the Nepal range. The ordering and deliver process was straightforward. All rugs arrived from the USA within a week of ordering. The colour, thickness and general appearance was as advertised. Although you should expect minor variations due to the nature of photography and computer displays, our rugs were near identical to the online images. On one occasion I selected the wrong rug. I immediately sent a...n email and then telephoned them. They answered the phone after a short wait and already had my email on their system. The company switched the rug to the correct selection without charge. You won't go wrong if you buy the better quality rugs from this company. The rugs we bought are far superior to those found in most Australian stores. Although I was nervous after reading some of the reviews on this site, my experience has been excellent and I'm awfully glad I gave this company a go. It appears some of the more negative reviews about rug quality are from people who purchased the cheaper products. I suspect you get what you pay for and you shouldn't expect too much from a $100 rug. Our rugs were on the more expensive side, but were great value for money.
Excellent product and customer service
Have purchased 5 rugs and very happy with product,customer service and delivery. Quality and price good.
Also much appreciated replacement for one that was faulty.
Let me start off by saying - my rug is amazing! I didn’t read reviews before ordering and for that I am so thankful. I bought a vintage rug and it exceeded my expectations: looks better than pictured, soft, clean and kept in the loop. Perhaps the brand new rugs are not what is expected in terms of quality, but the rug that I have received is phenomenal
I purchased one rug and two runners over time and have been happy with the result. I wanted low cut runners oterwise they trip you up. I have read a number of reviews and I think you are abunch on wingers. The product is good value for the price. So what if it comes from the US, better that than China.
Questions & Answers
Like everyone else, I thought this was an Australian store. Will I be charged in AUD or USD? I’m a little worried. Any conversion fees? Thanks
They charge the same as what’s on the webpage in AUD but there is an international transfer fee also charged separate on the statement . The rug was about 1200AUD and a separate fee came in from NAB for 45 AUD calling international transaction fee and they have the this percentage in the description of the statement . Basically it is a small percentage of the sale amount but it’s still a fee we did not expect from our bank . Your bank may not have these fees or they may charge them the total fee , worth checking
Good luck !
Thanks Liz!! This store name is quite deceiving. Oh well, my fault for not doing due diligence! Haha. Cheers.
Hi I brought a rug I live in Australia, it was priced at $370 checked my bank and have been charged double is it Australian currency or American?
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