Review Time
Very disappointing service and unreliable shipping. I ordered a rug for $1800 over 22 business days ago and still have no delivery date. Their information stated it would arrive within 15 business days. I emailed them (they don't offer a phone number) and received a vague response saying it is being shipped??? What does that even mean? Nothing. I wouldn't recommend them for delivery. I will not order from them again. They take your money and then leave you hanging.
The customer service was poor and the delivery unreliable. I ordered a rug for $1800 over 22 business days ago and still have no delivery date. Their information indicated delivery within 15 business days. I reached out via email (no phone number provided), and received a vague response about it being shipped. What does that mean? Nothing. I can't trust them for delivery. I will not order from them again. They take your money and then forget about you.
Samples made my decision so straightforward. The rug arrived right on schedule, and I absolutely love it! It's even better than I anticipated. The quality for a custom piece is fantastic. I will certainly order again. Thanks for the excellent service and product!
I am in love with this rug! The saffron hue brightens my north-facing space and adds a cozy touch to the living room. I'm thrilled that it contains no synthetic fibers, just cotton and wool. Its rustic charm fits my home perfectly. It's a stunning piece—I couldn't be happier. This review seems to be linked to a different store, but the rug is from another company!
The rug I selected is ideal for my busy mudroom. With help from customer service, I opted for an indoor/outdoor material that's easy to maintain. I was aware of a seam in the rug but was disappointed that it was placed in the center instead of one of the edges as I requested. I wanted to conceal it under a bench. I hoped the seam would flatten out, but it still puckers on one side. Otherwise, I'm very satisfied with how this rug beautifies my worn and stained cement floor. Thank you!
This company needs to improve in several areas: (1) offering virtual rug placement for customers buying multiple rugs in connected spaces, and (2) most importantly, enhancing post-delivery customer service. I almost chose another company that provided virtual renderings, but opted for this one instead. Initially, I was pleased with the sample delivery and the help I received from a design consultant. Problems arose after delivery. Some areas of the rug's border were damaged, and when I reported this, the company sent me a video on how to fix it myself. They offered to repair the rugs if I covered the one-way shipping cost to their factory. I was taken aback when they blamed me, suggesting moth damage or that I had accidentally cut the rugs while unpacking. I calmly explained my situation as a retired woman in a new home, without any signs of moth issues. What frustrated me most was their reliance on misleading statements from the delivery person, claiming everything was in perfect condition. I had not requested white-glove delivery because I needed time for placement. The driver attempted to leave the rugs without confirming their condition. After many frustrating interactions, I escalated my complaint to the Better Business Bureau. The company maintained their inaccurate claims, but eventually agreed to cover shipping costs and repairs. By that point, I was exhausted by their dismissive attitude. Each interaction caused me anxiety and stress. I finally informed the BBB that I would rather live with the damaged rugs than deal with their mishandling.
I ordered a rug and the customer service was phenomenal. I spent a good amount of time on the phone with a representative who was incredibly helpful. She guided me through every option patiently and even shared her personal favorites, making it feel like we were friends picking outfits for an event. If there were a Customer Service Olympics, she would win gold. The rug itself is absolutely beautiful—just what I wanted, except for one small issue: I have cats. I specifically wanted a non-looped rug, as looped rugs tend to become scratching posts. The rug is wool (yay!) but also looped (boo!), so my cats are having a field day trying to dismantle it. However, if you don’t have pets that destroy fabric, this rug is stunning and worth every penny. Even with my cat situation, I would order from them again because the service was that good. Highly recommend! Just be cautious if your pets are little troublemakers.
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Custom sized rugs for outdoor and indoor including runners in natural fiber Sisal, Jute, Seagrass plus wools, etc. Also find Ready-made rugs in standard sizes.
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