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Poor service and communication
I purchased a rug back in June and understand that due to covid there might be some delays. I rang them a month later to check on the status and was advised that they would check the warehouse and get back to me. They never did. I emailed them in September to again check the status, to be told they would check and get back to me. They never did. I contacted them in October to be told that they would check the backorder details and get back to me, and they also offered a refund, which I agreed to. I'm now awaiting a refund but not feeling very confident that I will get one.
Please save yourself the time, energy and frustration, and use another rug business!!
Placed an order at the end of August and the rug was delivered within the working week.
Top quality product, would definitely buy again when I redesigning my bedroom.
Ordered in June still waiting
Ordered my rug in June, have had one response to my email but nothing since, I really just want my rug, I will wait hoping it will turn up eventually.
Does anyone actually work there?
Ordered 3 rugs a month ago. My account listed them as 'Awaiting fulfillment' for two weeks with no update on where they were in the process. I contacted Rugs Express to be told they will check with the warehouse. Another week goes by and still no update from the website, by email, or from customer support on what is happening.
I ask for a full refund and received a reply back quickly asking me If I had received their email. I forward the only email I have received and they replied with agreement of a refund. Its been almost a week and still no ...
Exactly what I ordered
The rug we received is exactly what I ordered and seen on the website. Thankyou for the quick delivery even through these hard times of covid. The quality and colour is sensational and we will re-order again from Rugs Express without hesitation. Thankyou for Rugs Express for our amazing rug. It's great to see an Australian owned company delivering on their promises espcially for an oldie like me. Thankyou again.
Ordered a rug over 4 weeks ago which is still listed on the website as 'Awaiting fulfilment'. I emailed them asking for an update over a week ago, still no reply
Perfect rug and runner
Thankyou Rugs Express for my matching rug and runner. Thankyou for your help in choosing the perfect pair. I am so happy and the wife is too. The colours are great and exactly what’s shown on your site. The sizing is also great and without your customer service and guidance I’m sure I would have chosen the wrong size. Cheers.
Awesome rug, very high quality and looks so good. Refreshingly fast delivery and superb communication, never had second thoughts when buying with rugs express as its a trusted business.
Overall im extremely satisfied and money well spent.
Lengthy delays and poor product
Still waiting for complete order..... 6 weeks on from purchase date. Poor communication, broken promises about the expected delivery. With the rug we did receive (after a delay and having to follow up a few times), the quality was poor with many pills, loose threads, puckered material (like it had been stretched). I was first told by [name removed] that he was going to talk to the manufacturer - acknowledging the poor quality - then quickly after I was told from rugs express that this is the quality to be expected for the $800+ hand-knotted rug.
I ordered my 2 rugs in the first week of June. I never heard anything so after the first few weeks I contacted them and they said my rugs were not in stock. They were very apologetic and offered full refund. I said I would wait the month as I was told it needs to come from India. Its now been well over a month. I have contacted the seller several times since. I think i have been pretty patient, but it is annoying when a company has had your money for almost 2 months and you still have no product and have not heard anything. I'm not very happy ...about this and sadly - I won't buy from this company again. I know there are other great reviews here so it is a shame my experience has been the way it is. I also understand the whole COVID19 has caused havoc with deliveries etc......but it would be nice to hear back when I make an enquiry.
Just received my awesome floor runner. Fits just right in my home. Thanks again Rugs Express. I will be sure to buy off you again after the renos have finished. Thanks
I ordered rugs several weeks ago which were supposed to be in stock. I need them to protect my floor and not just for aesthetic value, so deliberately made my choice on what was supposed to be in stock. Several weeks and 3 phone calls later I am still waiting for the person to get back to me with some idea of when to expect delivery. If they don't contact me on Monday with accurate information, I will be requesting a full refund.
Never received my rug; terrible communication
I bought a rug that their website stated was in stock, and would be sent within 2 days. After waiting 1 week, I emailed them and they said they would follow the order up. After not hearing from them for an additional week, I contacted them again. They confirmed the rug was in stock at the warehouse, and would be sent “soon.” After 4 weeks, I had not received my rug, and had zero communication from the company. I had to contact them, again, and they made several excuses. They then advised the rug wasn’t actually in stock, and it would be at leas...t another 3 weeks away. While I appreciate COVID has affected the delivery times and stock levels of some companies, their website made zero mention of being affected, and erroneously stated their stock was ready for dispatch. The fact I had to continually follow up the status of my order with this company, when they knew their stock was sold out and unavailable for 2 months (and should have communicated this), is unacceptable. They have promptly issued a refund, but if you actually want to receive a rug - beware!
Beautiful rug. Good friendly service!
It took so long for me to decide which rug to purchase. When I finally did I wasn’t disappointed. Delivery took about a week which is understandable with everything going on with COVID. The rug is exactly what was online, colours and design was perfect. I had to call them once to check on the size and they were so helpful and knowledgeable.
All the good reviews made me purchase one
Still waiting for my rug been nearly 2 weeks Since I purchased it. I have contacted rugs express and still haven’t heard where my rug is or if it’s been shipped yet. Probably won’t purchase a rug off here again...
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