Rugs Direct34 reviews
This score is based on 34 genuine reviews submitted via BritainReviews since 2018.
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Find companies you have experience with and write reviews about them! Your reviews contribute to a more transparent market and improve the reliability of companies.Half-decent rug, poor comms
Sat there thinking "this looks fine" but I was nervous because the site said in stock and there was barely any info. I ordered anyway, paid, then nothing — just a PayPal note, no email, I checked junk as you do. After a few days I rang and was told it was actually out of stock and might take 6–8 weeks. The woman I spoke to sounded fed up, which didn’t help. In the end the rug did arrive, late, and it’s fine under my coffee table — it’s cosy, hides dog hair, a bit thinner than I expected though. So my initial worries about quality were mostly gone, but the lack of basic communication and the delay left a bad taste. Not terrible, but not what I hoped for.
Sunday impulse, Monday regret
I was faffing in the living room, staring at swatches and thinking this would finally be the rug to hide the toddler chaos. Pictures looked good online, I was sceptical about the pile and the colour but went for it. Thirty minutes after ordering I realised I’d picked the wrong size. I sent an email straight away to cancel and re-order. A few hours later I got a curt note saying it had shipped already. Odd, since the receipt said three days. I rang. The rep was, frankly, unhelpful and a bit brisk. I own the mistake, sure. The rug itself? Lovely—soft, the colour is right. But that service and the price (found it cheaper on Amazon) left a sour taste.
Not a bargain for feeling the fibres
non-refundable and they’ll only credit one sample, and only if the replacement is exactly the same colour and product. That wasn’t clear online and getting the credit meant phoning up and chasing a supervisor — tedious. For the feel and comparison they do the job, but for the service and price I’d rather go direct to a maker next time.
Nice rug, nasty return
I was halfway through unrolling it with a cuppa when I realised returning it would be a nightmare. The website brags about "easy returns" and a discounted return price, but it cost me $250 to send back a $600 rug — that's bonkers and not at all competitive. It also got classed as "oversized" in the online system so I couldn't even start a normal return; I had to ring customer service to get any proper info. No point on the product page said it might be non-returnable. I like the rug — colour and feel were fine — but that feeling of being misled stuck. I've had much better, clearer processes with other sellers. Would've paid an extra $50 elsewhere to avoid this faff.
Mixed bag — lovely rugs, awful follow-up
I actually felt proper pleased when the first two rugs arrived — unrolled them, they looked great and I thought, job done. Then the third one was clearly faulty and that’s where everything fell apart. I emailed the same day of delivery, chased a few times, then had to drag PayPal in to get anyone to reply. They admitted the fault and asked me to pack it for collection, which I did, but after weeks of emails and promises the collection still hasn’t happened. It’s that moment of being stuck with a rug you can’t use and no refund that kills it for me. If you order, take photos and open a payment dispute straight away — don’t expect much from customer service. Still like the rugs themselves, just be wary of returns.
Bit of a palaver but it ended alright
they’ll only credit one sample and it has to match the exact product. I wasn’t told that anywhere, so I spent a day on the phone, got bounced around, and felt proper annoyed. The moment I actually saw the credit appear after a supervisor agreed — that’s when I breathed out and thought, okay, worth the hassle. Still, £40–£50 for a sample is steep and the policy should be clearer. My tip: ring first or only order one sample to be safe. If you’re persistent you’ll probably get there, but don’t expect them to make it easy.
Bothered but sorted in the end
I didn't expect this to be such a faff when I ordered two rugs and pads back in November. The colours weren't what the pictures showed — fine, that happens — but returning them cost me $40.63 (I even paid for return insurance). The company refunded most of the bill, $157.42 of the $169.23, and for a while I thought they'd short-changed me on purpose. I waited, watched my card, and two months later I phoned. After a fairly polite but slow exchange they investigated and sent the missing tax refund. So, annoying, yes, and I wouldn't say their returns policy is generous — they don't chip in for return postage — but at least they fixed it once I chased them. If you value quick, clean refunds go elsewhere; if you can tolerate a bit of chasing you'll get there in the end.
Wrong rug, worst admin
wrong size, different pattern and a strong chemical smell. I didn’t even get to lay it down properly. I asked for a return pick-up and a refund, which seemed straightforward, but then they charged me again for a “replacement” and sent another rug without my okay. So now I’ve been billed twice for two items I don’t want and the company insists they won’t refund until they physically receive the returns. It’s frustrating and a bit worrying — feels like I’ll be chasing this for weeks. I eventually ordered elsewhere and had a much smoother experience, which made me feel even more annoyed about the time lost here. Small human note: it’s draining to deal with this when you just wanted a simple swap.
Not what I expected, and a faff to sort
inconsistent advice, people who are apologetic but misinformed, and then people who are plainly rude. I’ve had worse products from bargain places, but usually better manners from staff elsewhere (and I’ve returned items to other stores without this palaver). The return costs felt steep once I was told Parcelforce was the only option, and that made me think twice about keeping something I’m not entirely happy with. On the plus side the product itself is functional, and if you’re happy with small compromises it’ll probably be fine. My main tip for others is: check other retailers for the same rug (I found it cheaper elsewhere), and expect to chase customer service if you need a return. I hope the owner actually rings back and takes a bit of care with how calls are handled — a little politeness and consistency would go a long way. All in all, not the worst purchase ever, but not a great experience either.
decent price, unreliable stock info
I didn’t hang about — I cancelled and went elsewhere. The price was good and the site looked tidy, but they simply couldn’t be trusted on availability. I ordered because the item showed as in stock and it matched a competitor’s price, thinking I’d save time. Weeks passed with no update, I messaged customer service twice and heard nothing. When they finally replied it was back‑ordered for another month — not great, felt a bit like a bait to get my money. I asked straight away for a refund and got an out‑of‑office telling me to call; at 10.30am the phone line was closed for an “extended holiday week”. Odd, awkward, annoying — but the price was fair and the website was easy to use, so it’s not all bad. If they fixed stock accuracy and answered properly they’d be a good option. In the meantime I ordered from Incredible Rugs and Decor — same price, friendlier US support. My tip: ring first or pick someone with reliable service.
Small hiccup, but sorted in the end
I’ll be straight — overall I’m pleased. I first spotted the rug at a mate’s flat and liked it so much I ordered one, and I even told another friend to try them. The purchase itself went fine, but returning it was a bit of a faff. I printed the return label thinking I’d walk it to the FedEx shop, then realised the thing was ridiculously heavy and phoned to switch to a FedEx pickup. They said no problem and that I’d get a new label by email within 24 hours. That didn’t happen — I had a couple of calls with customer service where each person gave me a slightly different timeline (48 hours, then “within 24 hours”), which was annoying, and I had the rug wrapped up in my living room for a few days. I felt a bit left hanging, not gonna lie. What turned it round was when my last call got escalated; a supervisor actually followed up and we finally had the pickup arranged. So yes, it took longer than it should and communication could be tighter, but they did come through in the end and I appreciated that someone chased it properly. I’m relieved and a little impressed they fixed it rather than dropping the ball. Would I use them again? Probably — I’d just make sure to request pickup straight away and keep an eye on my inbox. Small stress, good resolution.
Colourful living room rug
I recently bought a rug from this store and it turned out to be just as colourful as I expected, making my living room look more lively. However, one of the edges looked a bit wonky, but it wasn't a major issue. What really annoyed me was how complicated the checkout was on the website. I had to go through the hassle of setting up a PayPal account just to pay with my card, which felt like an unnecessary extra step. It was frustrating to be pushed into something I didn't want to do, making an already tedious process even longer.
Delayed delivery on rug purchase
I bought a rug from this shop and I got an email saying the delivery was delayed. They made me wait 12 weeks! I waited an extra 10 weeks and in the end, they just refunded me. It's been a total waste of my time and I'm really unhappy with the service.
Disappointing rug quality
I bought a rug from this company not long ago and I was really let down by the quality and thickness of the product when it turned up. It didn't meet the standard I was hoping for and I knew straight away that I wanted to send it back.
My new rug
I'm really pleased with my new rug! It's so soft and looks fantastic in my room. The quality is top-notch and it was well-packaged when it arrived. The service was great too, so thank you!
Washable rug for kitchen
I was in need of a washable rug for my kitchen and came across the perfect one on this website. The whole process was really simple and quick, and to top it off, I got a discount because it was the Easter holidays. The rug arrived quickly and matched the description on the website perfectly. I'm really pleased with my purchase and will definitely be returning to shop here again.
Affordable, hassle-free rug
I bought a rug from this company not too long ago and I have to say, I was really impressed. The price was great compared to other shops, and the quality of the rug was even better than I expected. Ordering it was easy peasy and I didn't run into any problems. The best bit was the delivery - no fuss at all, and the rug turned up in perfect shape. All in all, I'm chuffed with my purchase and would definitely suggest this company to anyone looking for a new rug. Cheers!
Rug purchase
I recently bought a rug from Rugs Direct. The delivery was quick, and they kept me updated throughout the whole process which was good. However, I was a bit disappointed to see that the colour of the rug was not exactly like it was in the photo and didn't really match my living room. Despite this, I was happy that I could return the rug for a refund, even though I had to pay for the return. It would have been easier if they offered samples of the rugs to avoid the need for returns because of colour differences. Nonetheless, I was really impressed with the customer service I got and the huge selection of rugs they have on their website. In general, I wouldn't mind ordering from Rugs Direct again in the future.
Colourful Rug
I bought a lovely rug from this website recently and I have to say, I was really impressed with the whole experience. I got informative emails at each stage, right from placing the order to receiving the rug. The packaging was great, making sure the rug arrived in perfect condition. And best of all, the colours of the rug were just like they looked in the online picture.
Outdoor garden rug purchase
I bought another outdoor garden rug from this company and I have to say, I'm really impressed once again. Their products always surprise me with their quality and the rugs are so durable. The design and colours are lovely, they really add a touch of class to my outdoor area. My friends and family have all given me compliments on how nice the rugs look in my garden. I'll definitely keep coming back as a customer because their products are consistently top-notch.
About Rugs Direct
Rugs Direct is an online company specializing in the retail of rugs, established in 1984. Initially selling rugs, carpets, and related products in-store, the company shifted to e-commerce in 1997. With a focus on providing top-quality products and excellent customer service, Rugs Direct offers a wide range of rug categories and styles to suit various preferences and needs. Customers can make payments using major credit cards and PayPal, with various delivery options available. The company also offers a telephone service for customer inquiries and assistance. Through their wealth of experience in floor furnishings retail, Rugs Direct aims to provide customers with the best selection of products and advice on rug choices.
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Categories Rugs Direct
Online shopping | Homeware Reviews & Experiences
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Last update: December 2025
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Review with most votes
what's the best for the floor
best e-commerce company to buy rugs, it can totally change the interior of your house, that's happen with my house. the quality is extraordinary, however there are some expens... Read onBy: Sandra Chadwick