Rugs Express

Similar story to those below. Ordered 3 weeks ago. When I contacted them after 2 weeks I was told by Zac that the rug would be dispatched next day and delivered within 3 -5 business days Didn't happen. Have emailed repeatedly asking for a tracking number. No response and of course the telephone is not being answered. Not hopeful that I will get either a rug or refund.

I ordered my rug on the 5 August and received an email reply with the receipt for my purchase attached on the same day. On the 1 September I contacted the company by SMS to check on the status of my order. I received a reply from '[Name Removed]' that same day advising me that he had "lodged my order" with the warehouse and would have an eta for… Read more

me "shortly". On the 10 September after not hearing from [Name Removed] or anyone from Rugs Express I sent an SMS message advising that I had not yet received my rug. I also advised [Name Removed] to be upfront with me and just let me know if the rug was ever going to be sent just so that I could go ahead and order another rug from a 'reputable' company. I received a follow up message to that on the same day saying "I'll follow that up now". On the 18 September I sent yet another message asking how my order was progressing. There has not yet been a reply to that message. I am very disappointed in myself for placing an order with this company in the first place. There after sales service is a sham, non-existent. Really how hard is it to let customers know that the order has been dispatched or its on back order or whatever. This company is really unprofessional and I would advise potential customers to stay well clear of them. I wish I could rate even less than the 1 star it got.

After looking at many Rugs we settled on one from Rugs Express and purchased on the 2nd of September , what a mistake that was. Looking at the order, it sat Unfulfilled for almost a month in that time we had items shipped from across the world , we… Read more

could have woven our own rug. I contacted them to be told that it was a warehouse error, uh huh and that we would receive it in another week. One more week went by and no Rug no shipping information. We contacted them again and what do you know the status changed to Dispatched, but still no tracking information. Finally we contacted them to get a tracking number but was given more excuses. Thank goodness that I paid for it through Pay Pay and proceeded to start a dispute, strangely we received a refund immediately, though when Pay Pal investigate that takes a few weeks . Why refund if you have already sent the Rug. Do yourself a favour and avoid doing business with them unless you like excuses.

Order Paid 31 December 2025 – No Delivery and Refund Still Outstanding (as of 28 February 2026) I placed my order with Rugs Express on 31 December 2025 for a Hvar Ivory Beige Loop Rug (240 x 330cm) for $717, paid via PayPal. Payment was taken… Read more

immediately.

Following the purchase, there was very limited communication. I followed up multiple times in January and February. I received one phone call advising that someone would check on the order, however there were no further updates and the online order status showed no progress.

By mid-February, having still received no dispatch confirmation or delivery timeframe, I formally requested cancellation and a full refund.

Rugs Express responded confirming the order would be cancelled and refunded. However, as of 28 February 2026, I have not received the funds back into my PayPal account. The screenshot provided to me indicates that PayPal has placed a temporary hold pending information from the seller —after I complained- it does not show that a completed refund has been processed.

As of today, it has been nearly three months since payment was taken. I have not received the rug and have not received a refund.

In my experience, the lack of communication, delay in resolution, and failure to process a timely refund has been extremely disappointing.

I would strongly recommend confirming stock availability and delivery timeframes before purchasing.

AVOID RUGS EXPRESS THEY WILL STEAL YOUR MONEY – As like a few other customers have said, I too was conned by Rugs Express and his promises. I fell into a trap just like the other customers. In January 2024, I purchased an outdoor rug online at Rugs Express. A few weeks had passed I hadn’t heard anything, but the money had already left my account. When I called and spoke to Rugs Express, he… Read more

told me that the rug I had ordered had sold out, I asked, “How can that be? The money has already left my account?” Rugs Express told me that they were expecting a new shipment and he would put my order at the top of the list. Two months passed and I rang him again, to ask him where the shipment was. Rugs Express again told me that he was looking at the order, which he said it was being delayed at customs, and advised me to be patient and he would get in contact, soon. Many more months passed, several phone calls were made, by me, and I was losing faith in everything Rugs Express was telling me. So, I requested a refund. Needless to say Rugs Express again promised me a refund and did not deliver. I did however receive an notification telling me my refund had been completed, this was a lie. I called and spoke to Rugs Express again, this time he told me that he felt it was the accounting department and to be patient and he would get in contact. AGAIN I had to call him several times and even asked him to provide me with the transfer number, and he told me yet AGAIN he would get back to me and yet AGAIN he has NOT!!! It's now has been over a year since Rugs Express has stolen my money!!!!

Brilliant! – Google requests I use 20 words at a minimum and be factual and objective. So here goes. It all started late one night when a completely irrelevant thought popped into my mind. It was probably around 11pm, my children were asleep, my husband was trying to sleep and my brain had long left my body...but what it did leave behind was the urge to spend… Read more

money on items our home doesn't actually need. Fast forward to hours of pointless online shopping, where I truly believed I would never find what I was looking for. I mean. I've never used Tinder, but I imagine it was a similar experience to scrolling aimlessly through hundreds of faces you'd never allow in your home... except in this case it was rugs (although I suppose in some Tinder cases it would also be rugs). That's inappropriate, but so is looking for rugs at 11pm. Hours passed by, and there it was... round in all its glory. My husbands balding head, that is. He told me to go to sleep and that pressure lead me to purchasing another glorious round thing...a rug, in fact. A glorious round rug.

So basically, I am happy with my purchase and my husband is happy with my rug...and I don't mean that metaphorically, or do I?

Outstanding - Brilliant product and superb service - faultless – Back in August 2021 I ordered and paid for a rug online. Within 20 minutes of placing my order, Zac phoned me to advise the rug wasn't in stock and due to COVID wasn't sure when it would be. He was absolutely fantastic in spending a lot of time with me to discuss other rugs that might suit. In fact, I believe the rug he suggested (and I chose)… Read more

is better than what I had originally ordered. Delivery was very good (especially during COVID/lockdown in Melbourne and parts of Sydney). There was a price variation choosing the other rug, plus Zac warranted an additional 10% discount (advertised on website), and the day the rug arrived, so did the refund to my bank account. I have had my rug for over 1 month now and it looks and feels fabulous and I absolutely love it. If you ever want/need to buy a rug, please do yourself a favour and buy it through Rugs Express and Zac. Don't bother with any other company, because I don't think they couldn't do it any better in price, quality and especially the service. Thank you, thank you, thank you.

I received my rugs yesterday by courier! Delivery wasn’t too bad and the quality is great! I am happy with my decision. Took me a while to decide which one I wanted as there is a large selection on the website. Rug is thick which is perfect for grandkids to play on and the colour matches what was in the website. Great customer service and very helpful with enquiries

I highly recommend rugs express. I had no idea what size I would need to go under my dining table so I rang for help and the guy on the phone(forget his name sorry) was so so helpful. Told me exactly what I needed and it got delivered yesterday! Perfect size! The quality is exactly what I was after and the texture is fabulous. I am really happy with my purchase.

I needed a rug for under my dining table and had no idea what size I should get. I called and they were very helpful. The rug got delivered this morning and it’s perfect. It’s so beautiful and soft. The information in the website definiately matched the rug in person. Thankyou rugs express

If I could give no stars I would. Unsure if they are a scam or just an extremely unorganised and badly run business. Ordered a rug, paid for it and received confirmation of my order then crickets. No contact, no communication, I had to follow up excessively myself and was given subpar responses. So they had gladly taken my funds and not provided… Read more

a product. I'd be understanding if there was some level of communication re delays or whatever had happened but there was nothing. I finally received an offer to follow up after the emails I sent then crickets again. I requested a refund and a refund was supposedly processed. I was told 3 business days by one person, of course no refund arrived in my account. Then another person started responding and sent a googled print screen of time frames to say it was now 10 business days. I'd like to think a business is aware of the refund time frames especially considering the amount of other reviews where people have had to request refunds due to their inability to provide the products they are advertising or to provide any decent level of customer service. You'd think they would especially be aware of refund time frames and provide the correct information. I've lodged a complaint with fair trading and would advise anyone considering buying a rug from this place to steer clear. Within the time I've been stuffed around by them, I have purchased another rug from another company and it was delivered in a couple of days with no issues and with great communication. Now I'm just awaiting my refund from this 'business'. Very unprofessional, disappointing level of communication and no consistency with the very little information provided or who was providing it. Save yourself the hassle and go elsewhere.

I purchased a rug Mid December 2025. It is now Mid June 2026 and I have not received my rug. I asked for a refund a couple of months ago and after numerous phone calls and emails I still have not received a refund or a rug. Very disappointed with the service.

After waiting over 6 months for a refund from Rugs Express I finally have my refund and my dealings with Rugs Express is closed. I fully understand how difficult it must be for a smaller business to compete with the "Big Boys" but a return customer should not have to go through the stress of phone calls and texts to finally receive a refund for… Read more

goods paid for and not delivered. My previous business with this company some 8 years ago on 2 occasions was excellent, so it was disappointing that I had to make numerous calls/texts to receive my refund. Thank you Zac.

About a month ago I ordered 6 rugs for a newly renovated air bnb. Sensational service and the rugs look fantastic! The quality is exceptional and I highly rate the service I was provided when I called to get some advice, 6 rugs is a difficult order to carry out especially with my standards but I’m happy I went with Rugs Express.

I have been purchasing my rugs from rugs express for many years. The last two rugs we purchased have arrived and we are so happy with our choise of levy 862 rust. The quality and the colour looks amazing. This time there was a slight delay in delivery but it was worth the wait. Thank you very much rugs express. Milka k.

*Re-pasting my review as Google reviews are no longer visible for this business.* BE WARNED – DO NOT BUY FROM THIS STORE UNDER ANY CIRCUMSTANCES - NO DELIVERY AND NO REFUND. I ordered a 3x4 rug for $620 on 1 September 2025 and not only was it never delivered, but the owner of this store (a sole trader based in Sydney) refused to refund me. I sent… Read more

numerous emails and had multiple phone calls with the owner. He initially promised delivery of the rug, but nothing eventuated. After a long wait, I requested a refund, which was refused on the basis that he had “no money” to pay me back. I subsequently commenced legal proceedings to recover the $620 owed. UPDATE: Following court proceedings, the outstanding amount has now been paid and the matter is resolved.

My wife and I bought a rug and matching runner in January. We knew it was on back order and happy to wait! Thankgod we did because they just got delivered and they are stunning! The description match the website and they sit well on the floor. Happy wife, happy life! Thankyou Rugs Express

Absolutely love this multi-coloured rug! The colours are vibrant without being overwhelming, and it really brings the whole room together. The quality feels great underfoot and it adds a warm, stylish touch to the space. Couldn’t be happier with this purchase.

I bought a rug two weeks ago and they got delivered today. I live out bush so that’s pretty quick delivery for us! They were packaged very well and once they were laid out I knew I made the right decision. The design, colours and softness was as described on the website and looked like the photos on the website too. I would highly recommend purchasing off Rugs Express if you are still thinking about it! I would absolutely buy again!!

Ordered a rug in November and it is late march and still haven't received the goods. After contacting the owner over several weeks where I was promised to receive the rug on numerous occasions it again did not arrive, he then agreed to refund, this again didn't happen. My advice is DO NOT USE THIS COMPANY.

We have had many dealings with Rugs Express and are very happy with our choices with multiple rugs. Very quick delivery and always happy to help with designs and quality. Knowledgable and experienced when it came to styling and their knowledge of rugs. Will highly recommend Rugs Express for price and quality.

I am extremely satisfied with my recent rug purchase. The quality exceeds my expectations, and it has added a touch of elegance to my living room. The ordering process was straightforward, and delivery was prompt. I highly recommend this product to anyone seeking a stylish and comfortable rug. Thanks Rugs Express.

Bought a rug in November! Which was good quality! Delivery was quick for that time of year and the sizing was perfect. Customer service was good, I needed help with delivery times. The rug looked like what was in the website and I am just about to purchase my second rug and

We received our shaggy plush rug, colour was spot on. Perfect for our living room.. Delivery was ok, slight delay with the courier as I was not home the first time round. Highly recommended for that special rug.