The indoor/outdoor rugs we used to have were hemmed on all sides and heavier. They lay flat on the floor. The AU Rugs that came from USA, are much thinner than expected, slide around on the floor, and cink up along the sides, causing trip hazards. The paperwork states that they will settle and go flat, but they don't. The rugs are only… Read more
edged with a blanket stitch, not hemmed, so they are never going to lay flat. For the price, we are disappointed. We spent $70 buying jute webbing and double sided tape to reinforce edges, to make them lay flat
Size out by 0.5 and 1 cm, pile thickness out by 1cm. Description out by level of quality. Truly a very ordinary rug marketed as quality. Very disappointed with Turkey manufacturing. I thought they were higher quality and I question the authenticity. Tedious and expensive returns process to South Carolina or Switzerland. The name Au rugs had me thinking Australia. Stupid me. I paid $189 au for this rug. Totally ripped off.
very disappointed with my experience. The cost of returning exceed the price of the rug which is $500 The company advertises a 30-day return policy, but what is not made clear during the purchase process is that customers may be responsible for extremely expensive international return shipping costs( $518). My rug was shipped from Australia, yet I… Read more
later discovered that any return would need to be sent to Switzerland at a cost that actually exceeds the value of the rug itself. In my view, this is a significant detail that should be clearly disclosed before customers make a purchase.
you may never encounter these issues. The real problem arises when you need to return the product. That is when you discover how difficult and expensive the return process can be. A return policy should provide customers with confidence when purchasing, but in my experience, the costs and conditions involved made returning the rug practically impossible.
------------------------And coudn't find an invoice in my inbox only a receipt--------------------------
A fair return policy is only meaningful when all important conditions are transparent from the beginning. Unfortunately, this experience has left me feeling misled and disappointed.
Reviews with attachments
Rug was delivered promptly, exactly as shown online and just what we needed. Emailed to check arrival time and received a quick and courteous response. This is our second purchase from AURugs and I am happy to recommend them. We live in Australia.
They appear to be Australian but they are anything but., thin terrible quality
Very poor quality. Very thin. Pile coming through in long threads. Pile came out of the back when removing the shipping stickers. Totally not worth the money. Zoomed in pic shows long threads (white). I wish I had read the reviews prior to purchase.
Read reviews and was hesitant but rug arrived in just over a week (albeit with a follow up request, hence the rating) and was as described. The rug was marketed as an outdoor washable rug but works well indoors. It does not have a high pile which was the requirement with 2 dogs and so far has stood up to the foot and paw traffic. Was sent from USA… Read more
and an international FX fee was levied by my bank (which was not clearly stated out the outset), however given the price point relative to other rugs sold online, I was OK with this.
Latest follow-ups
I am very happy with two Tribal rugs from AuRugs. (2.4m x 3.0m) and (1.6 x 2.5) Quick delivery. Rug was rolled not folded. Great colour and quality as in advert. Have ordered additional round rug.
Follow-up · Four weeks since rug first used. The rug is compact polyester. One large under under table with chairs and other partially under lounge chairs. The fit is perfect when allowing for movement of table chairs. The rug is not thick and is not thin. The table chairs glide easily. Comfortable underfoot. Cleaning with Roborok is easy. In summer will wash it outside.
Positive reviews
Was sceptical after all the awful reviews, but ended up pleasantly surprised. Rug is plush, looked like the pictures, quality is good and arrived in 5 days. Winning
Was concerned about buying a rug from this company after reading all the negative reviews. Rolled the dice and bought a large rug 305cm x 400cm. It arrived within a few days and is excellent. Great material and colour, really soft to walk on. Well and truly exceeded our expectations and such great value for money. Would definitely recommend them and would buy rugs from them in future.
We ordered a square Lola rug. Concerns arise with the delivery schedule (it took almost two weeks to be delivered and arrived one day ahead of the schedule) and payment (which included a foreign exchange fee). Otherwise, rug is as described and colour could even be better than the website photo. So, yes I would recommend the company subject to being aware of the concerns. Hint: just be patient and flexible on the delivery.
Negative reviews
The rugs are of poor quality and do not match the expectations created by the website. Despite presenting as an Australian business, the company appears to be based overseas. There is no accessible phone customer service, and attempts to contact the company by phone have been unsuccessful, as calls are not answered. Communication is restricted to email only, making it difficult to resolve issues promptly.
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Don't be fooled bu the name, this is not an Australian Company. If you pay in Aus $ you will be hit with a bank foreign transaction fee! The rug I received was fine , delivered quickly, but despite assurance from their Customer Service that all I would be charged was the cost in Aus $ that was not true. Buyer Beware.
Be wary of any company that does not allowed product reviews on their website. The rug I received was terrible. I was quoted $350 to return the $368 rug. AVOID AU RUGS.
Recent reviews
I would not ever buy from them again, on their website they tell you that you can live with your rug and then return within 30 days if you don't like it. What they don't tell you is that you have to pay for shipping costs and they are based in Switzerland. It was going to cost more, than the cost of the rug, to ship it back. My rug looked nothing like the photo online. It should be made very clear what the return policy is.
Firstly, they are NOT based in Australia. My rug was shipped from the US. Secondly, if something goes wrong with your parcel, you can kiss your money goodbye as this seller will not help. My parcel was delivered to the wrong address, the courier refused to deal with me, said only the seller could claim compensation for a lost parcel, so I reached… Read more
out to AUrugs for a replacement or refund. I sent them multiple messages but AUrugs couldn't even be bothered to reply, let alone help with this matter. It was sheer luck that the people who received my parcel were honest enough to bring it to me, otherwise I would have been left without a rug and without the hundreds of dollars I had paid for it. Definitely don't recommend, and won't buy from these scammers again.
False mark down prices. Beware. I was looking for a hall runner and found AURUGS had some Zematt shag rugs- marked down from $1578.00 o $299.00 ( 80 x 400cm). As its 100% Polyproplene, I decided to shop around and found another rug place had marked down the same rug, from $258 to $129.00 (Rugsdotcom) Please shop around. This deserves to be reported to ACCC.
We ordered a hand woven jute runner and are very happy with the quality. It arrived sooner than expected, about 5 days and looks gorgeous in our foyer. We wanted to spend a little bit more in the hopes the quality would be decent. We weren't disappointed. We paid $149 for 80x1800.
I ordered a rug online and realised just after check out I ordered navy blue instead of black. I emailed them 2 minutes after checkout advising this and to see if I could exchange. Not a chance they say- no exchanges (even when they hadn't even processed the order). I then get this ridiculous convoluted return process request to complete along… Read more
with an email apologising that my item wasn't as expected- clearly didn't read my emails. Three days later I get a despatch notice telling me the rug (that I had apparently received and the rug that couldn't be exchanged that they hadn't yet sent but apologised for it not being up to par) was now on its way to me. Dreadful canned service. It will be easier to sell it when it arrives and buy from a local customer focussed seller.
Awful rug. Photos on the website clearly show woollen rugs and not what they send you. The thread is so thin, I can clearly see the blue underside stitching. Company is in the US, not Australia, so returning will cost more money than the rug itself. Feel scammed.
My large rug is perfect ... exactly as described. The quality and colours are fantastic. Delivery was very quick - less than a week. I would definitely buy from here again should I need more rugs.
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I purchased a rug from aurugs.com on Friday the 28/03/25 and it arrived on Thursday the 03/04/25, so just under a week delivery to Australia. I was pretty nervous as the rug cost $405 and the reviews were half positive and half negative, with the negative being pretty bad! I took the chance though as I loved the pattern.... Happy to state that… Read more
the risk has paid off. I was not charged any hidden international fees - I was quoted AUD$405 (no fees) and thats exactly what I paid. The rug arrived rolled, not folded and carefully packaged. I've unrolled it and can't see any flaws. I think its great. Obviously needs to be rolled the other way to flatten out, but thats normal. Its soft to walk on and perfectly good quality for a rug in that price range. Very happy and would definitely purchase from aurugs.com again.
Outdoor rug is NOT colourfast. When damp or wet, colours leach into each other. It's very dangerous too, as all edging curls up causing a serious trip hazard. Would not pass any User Quality testing in Australia. Tried the chat Return Process but i was disconnected. I'LL NEVER BUT FROM AURUGS AGAIN.
EXTRA FEES – DO NOT BUY FROM THIS PLACE. They are based in USA and even though website prices are in $AUD you will be charged an OS transaction fee on top of the price. After a discussion with them they blamed my bank and said the fee is not their issue. The website says their contact is a toll free Australian 1800 number so it's easy to assume they are… Read more
legitimate and possibly even AUS based. Don't be fooled like I was.
Nothing on the website says you may be charged extra fees, so they are breaking Australian Consumer Law.
Poor quality and non Australian company – Terrible quality and not an Australian company at all, and while they offer returns in 30 days, they make you return to Switzerland. They quoted me $243 shipping label for a $299 rug. They make it infeasible to return and would never recommend using them.
Not as shown – Ships from America and not Australia. Not apparent until you get your tracking code. Quality and design is not as shown/advertised- images on website look much nicer. The rug that arrived looks cheap and poorly made - it has been shoved under my kitchen table for now. Overall disappointed.
Avoid this company – Can not recommend them. they product is not as advertised, the rug is slippery and a hazard. Trying to send stuff back is near impossible. Avoid at all costs, wish I could give a negative review
Ignore the bad reviews – Decided to take a punt, ignoring the bad reviews and listening to the good ones. And I’m so glad I did! Rug arrived in 5 days - from USA to Australia! Amazing! And we absolutely love the quality of the rug. Exactly as described.
fantastic costomer service – I had a problem with the size of the rug I bought from AUrugs. However, the costomer service was absolutely fantastic. Especially thank you to Avonne last night !! You were amazing !! I love the quality of my rug so much.
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