Terrible communication and poor customer service. I ordered a rug two weeks ago and received no updates on delivery. When I contacted The Rugs directly, that’s when they finally told me the order had been lost in transit. Because it was the last one in stock, they couldn’t send a replacement.They also claimed they had already refunded me, but when I followed up, I was told a “technical issue” meant the refund hadn’t actually been processed at all.My advice: pay the extra £5 and go with a reputable company. Save yourself the hassle.UPDATE: The reply from the company below is a standard AI created answer that they seem to use for most of their responses. If your order 'gets lost' in transit, they offer you a refund and a discount code for another order. This is what they describe as 'the best that they can do'.Again, my advice to you, looking at these reviews, don't bother. Use a reputable company who don't have a history of losing orders, who have a decent customer service department and who have sufficient stock to rectify issues like this one.
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