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I ordrered a rug through this company and paid via their link to PayPal. PayPay issued a reciept with a transaction id and order number. The company issued an email stating that the tranaction had failed and they have no record of the transfer of funds. Several emails later, some of which were stalling measures by the company, and the situation remains unchanged. This issue was then raised and escalated as a dispute through PayPal. The seller then contacted me to have me close the dispute with PayPal as this somehow interfered with the sellers abilty to verfy any records or transactions. It should be remembered that closed disputes cannot be reopened. I dare say that i would never again hear from the seller if I close the dispute.
Avoid this company
We ordered a rug from Rugs Direct but received no confirmation email, so presumed it never went through. Was surprised to see the credit card statement the following month, we had been billed. On contacting Rugs Direct they said the rug was not in stock and they had emailed and telephoned me(not true). When I asked for a refund I was told it had to be approved by the boss and he was not in. Numerous phone calls later I have still not received my refund and it is now in the hands of the bank. Avoid this company, they are dishonest. Learn from my mistake and check company reviews before ordering online.
I wish I had found this website and their reviews before buying from this company. They are a sham! We paid for our rug and it has never arrived. We have tried to contact them constantly to find out what is happening and get a refund but they never pick up the phone or return emails. I am now trying to recover the money through my bank. DO NOT TRUST THIS BUSINESS!
We ordered two rugs for over a thousand dollars in September. At that time the website promised the rugs within 4 working days. Email response as been poor. The phone is rarely answered. Despite being told they were being dispatched a couple of weeks ago they have never arrived. We will be reporting to the Bank and attempting to recover the money. Do not use this company.
Do NOT order from this company.
After we ordered our rug, we never received confirmation that it had shipped. We called and were told it would arrive early the following week. When that didn't happen, we called again and were told it would go out that day. It didn't. When we called again, we were told the rug was out of stock. We asked for a refund, which we were assured would be processed immediately. I asked for an email confirming the refund. When the email and the refund didn't come through, I called again and was promised the refund would clear by Monday, at the l...atest. I then received a confirmation email about the order cancellation. On Tuesday, when the refund still hadn't been processed, I called yet again. I was assured the refund would be processed by the end of the day. It wasn't. Giving them one last call today. Not a good experience at all.
Do not use - not trustworthy - scam
Do not trust this business. I spent a large amount of money and had no confirmation from this so called business. I tried ringing the number on the website and no one answers. I emailed and no response but i did get through to a guy called 'sunny' on chat he said one of my rugs are not in stock and would have to wait weeks. The other is on its way which i do not believe as he would not even provide me with a tracking number for the delivery.
I have now put a dispute through paypal to get my money back. Do not use this so called business. This should be shut down and reported.
DO NOT USE THIS COMPANY
I ordered a rug 3 weeks ago. I have had very limited response to phone calls and emails. Even when I get responses they promise the rug will arrive by a certain date and it doesn't arrive. I have now cancelled the order and I'm bracing for the battle to get my money back.
Do not risk it. There are other really good online rug suppliers but not these guys.
It's been 2 weeks and still nothing. Not only that I'm unable to make phone contact and emails have been ignored. I've just spent nearly a grand on rugs and am beginning to feel like I've just been scammed. Even if this one does arrive, I won't be ordering from this company again.
Great, very happy with quality and service
We have just bought 4 rugs from Rugs Direct with 2 separate purchases. We bought one to make sure the quality was good and it was so then we bought 3 more. The rugs were delivered within 24 hours, they are bright, colourful and good quality just what we needed. We will definitely buy from them again, thank you!
excellent service and great quality.
Hi guys ... I had purchased rugs last two weeks ago and had it delivered within 7 business days. The service was good and the quality is really nice. Was a very efficient service very reliable courier service..did what was told when inquired. Would return back for more rugs for my kids room in comming few months. Very satisfied with the service provided and products delivered.
DO NOT USE
Possibly the worst customer experience I've ever had, period. Rugs took seven days and several unanswered phone calls and emails before I finally got someone on the phone. They promised to call back with information and two days later I was still chasing said detail. Eventually I was told my rug was "lost in transit", seriously!!! In all the years of internet shopping I've done I think one thing has been lost in transit, it came from the other side of the world and was letter size.
It's now three weeks since my initial order, five days ago R...ugs Direct promised me a refund to my PayPal account but it would take three days to clear, that's a first for PayPal as far as I know. Surprisingly there have been no funds. I've raised a dispute with PayPal and will pursue this through to get my money returned as well as calling the office of Fair Trading. I'd advise anyone thinking of buying a rug to steer well clear of these guys. Nothing Poor service, lies and misleading information
Prompt delivery. Excellent service.
Very impressed with my first experience with Rugs Direct, ordering 2 large rugs on 16 June 2014. Several hours after placing my online order I received a phone call to say there could be a 6 week wait on that particular design. They then sent me a link to several similar designs and I chose one, and requested a refund for the second rug. Within a week my rug was delivered and the refund sorted. Very happy to see my emails were answered promptly and when I did phone I spoke to someone who knew the history of my order and was able to assist.
Prompt delivery; helpful and prompt replies to queries.
Satisfied with the service
Our rug arrived within a week of ordering online. (We are located in Melbourne) We were pleased by the service or the product we received. It's a great rug - it is a unique & good quality design. Thanks very much for the excellent customer service & professional shipping service.
Reliable service & we got what we paid for
I am happy with the service. The rug was delivered a few days after ordering - so quick in fact that I wasn't expecting it. It was as described.I am happy with the service. The rug was delivered a few days after ordering - so quick in fact that I wasn't expecting it. It was as described.
Appalling service and delivery time
Placed my order online and then emailed to ask how log delivery would take. Was told 7 days. 14 days later tried to contact Rugs direct via email and phone but had no response from either. Took 2 weeks of calling every second day to finally have someone answer my call. Was then told they would call me back that day and let me know where my order was. Needless to say I called again 2 days later and Rugs direct were still not able to provide me with an answer. Was told I would get a call within the hour. I once again called the next day and they ...said it had been sent, but could not tell me with who or provide a connote #... After another failed promise to call me I called again and finally got a connote #. Courier company told me that I should receive my goods in 2 weeks... I'll have to wait and see what the quality of the product is... Will be 6 weeks from initial order. Bad Service, Terrible delivery timing
Do not buy from Rugs Direct
Would not buy a rug from this company! Ordered back in April 2014 and told deliveriy in 7 days. Still no rug and no refund. No response from emails and no one answers the contact number. Customer service is a joke. Will lodge complaint with ACCC and Fair Trading about this company and will fight to get money back.
Take money and do not deliver.
Excellent service, lightning speed delivery, but make sure you understand the limitations of the pro
I contacted Rugs Direct for a custom size Flokati (sheepskin) rug after contacting several other sellers. They got back to my email enquiries promptly and even called to discuss things in further detail. Once ordered, they had the rug delivered within days! I was thrilled! The rug itself is beautiful - lovely and soft just as I wanted. However, to get the custom round shape it required some overlocking, which rippled the edges. Again, the customer service team were available and happy to discuss this, and I am now satisfied - I just mention it so that others considering a round Flokati are aware.
Great service, great rug.
When the guy first answered the phone, I was a little unsure about this seller. All I got was an "hello" while I was expecting a more professional approach, such as "Good morning/afternoon, .....from Rugs Express talking, how can I help?" Anyway, I bought a rug from him last Friday, and true to his word, the rug was shipped out (again I wasn't convinced) and this morning it arrived, as promised. It is beautiful, we couldn't be happier. Our experience with Rugs Express has results in very happy customers, and perhaps the only suggestion I c...ould make to them (from my own, very limited experience) is to maybe work on their phone answering skills. Otherwise, this was one of the most positive (non eBay) experiences I've had online. The delivery time and the actual product...lovely and good value.
Customer service of Rugs Direct
Ordered a Rug from Rugs Direct on a Monday 10/3/14, received the order on the Thursday 13/3/14. That is brilliant 3 working days from paying for my order to receiving it. Well Done Rugs Direct. Thank you for such prompt service and a wonderful product. I all I can say is that I wish I had purchased all the rugs for my home from you.
reliable, inexpensive, fantastic quality
possibly an email to inform the purchaser tracking details of the order
I purchased a rug online from Rugs Direct last week and it arrived on the seventh day as promised. Great quality, affordable prices, professional service. I have read other not so great reviews on here but my experience with this company was great. No complaints at all. Happy customer here.
Quality rugs, reasonable prices, efficient service
I would not buy anything from this website.
I attempted to buy a rug from Rugsdirect.com.au. I rang up after not hearing anything for two weeks and was told my rug would arrive in 2-7 working days. After another two weeks, I rang again and after demanding a response that day I was told my rug was no longer in stock and I would get a full refund. I chased the refund for another week before going through the dispute resolution process with PayPal. It was only after beginning this process with PayPal that I had my money returned.
poor customer service, poor response to complaints, poor response to refunding money of a product they could not provide.
Ordered 2 rugs on 18 July 2013 and it is now 12th August 2013 and no rugs. Their website clearly states despatched within 2- 7 days of ordering. When I login and go to my account and select my order details the status is "processing". I sent 2 emails and had 2 phone calls and they gave me a name of a courier company they claim it was sent via. I rang that courier company and they have no record of every picking up an order for that company. Rang Rugs Direct back and they can't even supply a con. note number. I told them I would be contacting Of...fice of F.Trades in NSW to get my money back. I paid via Paypal. Rugs Direct phone number is 02 96726462 and they are at suite1.08/33 Lexington Drive, Bella Vista NSW. Not happy!! After sales service is appalling!
Over 6 months now and still no rug. They are are very quick to take your money ($600) and have not provided me with my order. They have not replied to my enquiries Via email and over the phone , when answered, said they will get back to me. I have been far too patient and find this scenario unfair. I am still following up on this and will not give up.
Too good to be true. No rug, poor communication
This website promises great rugs at low prices with free deliver. Too good to be true? Very much so! I ordered a rug and had not received it almost a month later. Rugs direct gave no explanation what so ever and did not reply to my communication with any helpful information. I am going through the Paypal dispute process now and hope to get a refund.
No product, poor communication
Great rugs, but terrible and slow service. I ordered a hall runner in January to be 5m long. They said it would take a maximum of 6 weeks to deliver. Almost 3 months later and I was still waiting. They only have an email contact on their website so you can't speak to anyone in person. I sent emails every week or so to see what was going on and usually got no reply. I got a few emails back every now and then apologising and saying it would arrive soon, but still no rug was delivered. Many emails and 13 weeks later I get a rug delivered that is t...he wrong colour and 40cm too short. When I contact them, they reply (eventually) and say they just want to credit me for the missing 40cm. They dint have any interest in giving me the rug I ordered, and I was worried it was going to take another 3 months. In the end we negotiated me to keep the rug and pay half price, but it's been 2 weeks since that and I haven't got my money back yet. They offered me 10% off me next purchase, so generous! Such a shame because the rug is good quality and it was super cheap. But I would never deal with them again. The rug is actually good quality and it was cheap compared to shops No response to me contacting them, 13 weeks for delivery and little contact, wrong colour and size delivered and no interest to fix it
Questions & Answers
Has anyone purchased a jute rug from au rugs?
Mixed reviews and wondering to go ahead?
hi, glad i looked before buying. is this www.rugsdirect.com.au that you've had bad experiences with?
Yes that's correct
Initially I was unable to get a response from rugs direct but they did contact me, listened to my request and delivered. And the rugs are great.
Thanks to everyone who left reviews for rugs direct. I was going to buy a rug I love on their site, but have changed my mind. Thank you all :)
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