Review Time
I experienced a misleading situation. I ordered several rubber rug grips and spent over 100 dollars. After waiting a week with no updates on my order, I reached out to the support team. I was informed that these items do not ship unless rugs are purchased as well. The representative mentioned that this was indicated on their website. However, I checked the product description and found that it only suggested buying the rugs, with the shipping condition buried in small print further down. I took screenshots and sent them to the team, but was told this would be shared with management. Disappointing practices.
There is something so refreshing about ordering on your website. Everything is so clearly laid out and organized. There is also so much transparency about price, texture, how thick each rug is, etc... And the rug itself is so beautifully made. It is a soft cotton and the colors are rich and deep. I love it!
I ordered rug samples, which arrived quickly. However, the 8 x 10 wool rug we chose based on the sample was significantly lighter, and the way it was shipped is a problem. Instead of being tightly wrapped around a cardboard cylinder (like most expensive wool rugs), it was shipped in a "U" shape, which created significant wrinkles in the center of the rug. After giving the rug weeks to settle, it is still wrinkled, and customer service was of no help. I was instructed to move the rug to an area where it can be walked on and vacuumed regularly. How many homeowners have ample open space to leave the rug until the wrinkles flatten? For the price, I would have expected quality service. If you decide to order from Hook and Loom, be aware that you may end up with an expensive rug that has quality issues.
The wool rug came several days before the pad as somehow FedEx separated them. The rug is beautiful, soft, springy and I love it. The pad arrived in only a plastic wrap and was partially soaked in possibly water. The shipper did not disclose why it was delayed, nor whether it had been damaged in shipping. I notified Hook and Loom and a replacement pad was sent via USPS wrapped in plastic and boxed. It arrived after several more days in good condition. I now have my living room back together and love the new look and feel of the rug. It was worth the wait and the cost was very reasonable. Thank you
Finding just the right rugs was perfect for step one. Ordering from this company was easy and efficient, step two.Getting our rugs in a timely manner, well packaged and safe, step three.Enjoying the quality and appearance of the rugs, step four. Thank you!
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