Appalling customer service. Don't buy from them if you're in Australia
AuRugs didn't provide invoice to Fedex so couldn't get through Australian customs (it was coming from the US).
Fedex contacted me 3 times to ask for the invoice (which AuRugs had never provided me).
Each time, I contacted AuRugs to request the invoice and they assured me they would.
After sitting in the Fedex warehouse in Australia for 13 days, Fedex lost patience and returned the rug to AuRugs in the US.
I then demanded a refund. AuRugs said the refund would be processed in 4 or 5 business days. That was 2 weeks ago. Still waiting. ...
Initially quite pleased but not now 2 years later.
Today I lifted the rug to clean and noticed all the edging had perished and completely rotted away. The rug is polypropylene and listed for outdoor use; the rug is on a covered veranda, not subjected to full sun. I was shocked, and so disappointed. I have another rug, over 20 years old, and the edging is completely intact. Not good enough.
Nothing like the picture
I purchased my au rug online from a picture I believed was accurate. The rug delivered is not remotely like the one selected. It looks really cheap and has curling edges. I have tried to attach pictures but am unable to do so. In addition the delivery service offered is appalling. So overall a very disappointing experience indeed.
Dont waste your money !
Incredibly disappointed. I paid $109 AUD for a round rug, 120cm and it was threadbare !! Complained to them and they only offered me $48 AUD refund. Check out ALL the pics they show. My rug showed 3 pics of a solid red pile rug in situ with furniture and one overhead pic of the rug with slightly less solid pile. They indicated this last pic in comparison to the rug I received and said I had received what they advertised !! What a RIP OFF and to think they pose as an AUSSIE company, disgusting!!
The delivery time is good (through Fedex), but the quality of the carpet is problematic.
It is not heavy (hard to settle from folds especially at the edges), needs trimming with scissors (some furs sticking out randomly), the sheen on different colored furs is not consistent, and worse of all, the plastic smell of the carpet hasn't gone away.... I hope it does soon!
- Verified customer
Amazing delivery service, product exactly as expected.
I ordered a 3-metre synthetic carpet runner for kitchen use. The rug was delivered to our door in Melbourne from South Carolina in just under 4 days from placing the order, remarkable service. The rug is exactly as pictured and described on the website, and the quality looks OK. I hope that it lasts, but at the low price including delivery I will be happy just to get a reasonable amount of wear from it. I could not fault this online shopping experience.
BEWARE! AU rugs, which offers free Australia wide shipping and displays all prices in AUD is actually not Australian. Your money is sent to 'Unique USA Rug Warehouse'. You spend $559 on a faulty rug and are then expected to keep said rug for a measley $85 partial refund or spend $385 out of your own pocket shipping it back to their warehouse in SWITZERLAND. Australian Consumer Law states that it is the supplier's responsibility to collect a faulty product at their own expense for such a large item with a significant cost for return, however AU ...Rugs don't seem to think this applies to their business as they aren't actually an Australian business, they're merely posing as one. Alrhoughbthe AU Rugs website does allude to the above facts, it also states that they have warehouses all over the world you can ship back to and that they will help with sourcing acceptable shipping rates. A $385 return to Switzerland from Australia is hardly helpful. They just want your cash.
- Verified customer
Not exactly as the photo and not new.
Thought I was buying a brand new rug but I wasnt, to be fair the price was too good to be true for a wool & silk Tabriz rug! It said that it was in very good condition but there were missing threads along the side white frames, frames that were not on their picture. The colours were not exactly as fresh and as clean as the picture. The delivery was fast, I just wished that they had posted the photo of the actual rug they were selling which is the one you see here.
The reviewer stated that an incentive was offered for this review
AURugs photos do lie
You will regret buying from this Company.
This company fraudulently advertised their Persian rug as "Very good condition". The photos of the rug do not resemble the quality of the carpet you are buying.
The rug arrived with frayed edges and lots of knotted repairs in different colours.
Finally after 6 weeks (when vacuumed) tufts of carpet fell out leaving bare patches showing the rug backing.
Dont be fooled by their guarantee and return policy. Neither will be honored.
I purchased two rugs at different times both of which were faulty. Each time they are vacuumed, strands pull from the rug. I was refunded my money for the first rug purchased as they were unable to replace it. I thought great service, so I purchased a second rug thinking the issue with the first rug was a one off. When the same issue occurred with the second rug, I again contact their customer service dept. to be told this is normal and to cut the strands and was offered $25AUD for my inconvenience. I replied that I want a full refund as I will be purchasing another rug elsewhere. I have not had a reply...
Service was well above Expectations
Rug was ordered on 14th October 2019, and arrived in Australia on 17th October 2019. An item we had ordered from another supplier in Australia arrived on the same day. Your high standard of service is outstanding , compared to other companies we have dealt with.
Amazing delivery! Came from the US in 4 days over the long weekend too! Ordered a 3x4m rug and it was perfect! It has made our house a home! 18 month old loved it and rolled around on it for ages! Thanks so
Much AUrugs! We have been looking for something like this for ages! Feels great under our feet!
Saw a lovely red rug on their website. Ordered it and it was promptly delivered. It was the cheapest most disgusting rug I have ever seen. Not only was it not red but it was burgundy and looked nothing like what was depicted online.. The pile was so thin you would see the backing. I was certainly taken in. Never in a million years would I recommend this company. I was going to return it but found out it would have to go to Switzerland or USA and I would be responsible for the freight. Buyer beware. Plus when I checked the transaction for the purchase on my credit card, there was an international transaction fee of about $6. Not good as I thought I was purchasing from an australian company.
- Verified customer
Terrible Company Cheap Quality
If I could leave a 0 I would.
Their photos online look nothing like what the rug does in person.
Cheap and different colour.
Prior to my purchase I made sure to ask the online team for advice on which of the rugs matched my colour preferences, in trusting their professional opinion spent $550 on a rug that I was extremely excited to receive.
While making the purchase, no communication was left on when the order was being sent out and when to expect the delivery.
The driver called me as they were at my door (luckily I was home) brang the carpet ...
Such a beautiful rug!
So happy with the rug I ordered online from au rugs! Exactly like the photo, bright vibrant colours, very heavy and thick rug.
Delivery only took a week to come!
Was scared to order because some of the bad reviews but I took.l a chance and just ordered it and I am absolutely stoked! It’s beautiful and would defiantly order another rug from here again in the future!
Your service is the best I have ever had.
We have purchased 7 rugs from you in recent times. Your dispatching is amazing and the FedEx tracking is spot on until it reaches Sydney. Once it arrives in Sydney it disappears into a black hole. I think you should be aware that your company is let down by the the carriers you are using here in Australia.
No tracking or notifications are available once it goes into that black hole and it is just a matter of waiting and waiting. Never have we had the rugs arrive on the date given by you.
I love your sight and will continue to purchase from you but thought you should be aware of the problem this end.
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Questions & Answers
Has anyone ordered the infinity shag rug in forest green? Its just what I'm looking for online but scared of the bad reviews and not being able to return as US postage will be too much
Have just ordered sku 33126205 (dark grey shag) before I saw all of the negative reviews. To me $139 is a lot of money so I do trust this dark grey floor rug is as it appears in the online photo.
Am a bit hesitant about your company so please do not disappoint me as it seems like other customers have been!
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