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Good service and great rug
The outdoor rug I ordered took three months to arrive due to COVID-related transport delays. The staff were always honest about the status of the order and offered a refund. I was happy to wait. Today I received the rug - I’m happy I waited. The rug is great. Many thanks to the staff who I’m sure are finding the disruptions to business operations a real challenge. Well done and thank you.✅
Sadly I had a wait for my product to arrive ( welcome to COVID shopping online) but each time I contacted the company they did respond ... it finally arrived and it looks and feels fantastic
Do not purchase from this Company
Ordered and paid for a rug on 15th Sep, heard nothing since.
Emailed them on 13th October, no response.
Rang mobile no 26th Oct, said he would check the factory in the morning, haven’t received any answer.
Doubt if this is a legitimate company, no customer service and doubt that I’ll ever receive rug or refund.
Don't buy from this business
This business takes your money for stock they don't have and then ignores all your emails asking when the rug will be dispatched. Seven weeks after ordering, I still hadn't been given even an approximate date for when the rug would be back in stock. It was only when I threatened to report them to the ACCC that they refunded my money. Don't believe the positive reviews.
No stock & doesn't refund
Rug is out of stock, implied a refund. Received NO refund. Shop elsewhere.
Doubt this company is reputable when it lies to customers and doesn't refund you when an item you've ordered is out of stock.
Avoid at all costs
Do not order from this company! I would rate 0 stars if I could.
Ordered a rug that was supposedly in stock on 17/09. After a week, I sent an email requesting an update since they claim to ship in 1-2 days, no response. Used the contact form on their website and again asked for an update, no response. I then called the number on their website and spoke to [name removed] (owner) who said he thinks it’s out of stock, but he’s checking the warehouse. This is 2 weeks past the order date, which that itself is completely unacceptable that I had to c...
Purchased a rug back in June and it has never arrived after posting a message on the page. Unable to obtain a phone number. My next step is reporting them
Order confirmed immediately and delivery should only be a few days. Great!
But, then silence. I contacted them 3 times for an update. Finally 10 days later told it’s out of stock.
2 more weeks of me chasing eventually gets a refund, nearly a whole month after initially ordering.
Waste of time. Terrible communication.
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 ...
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
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 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!
We love our new rug - the quality, colour, style. And the price.
There was a longer delivery time than we had hoped but Zac upgraded the rug to make up for the delay and we will happily shop at Rugs Express again.
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