The process of getting a rug was absolutely laughable from start to finish and clearly Urbanara have a lot to learn. I placed on order for a Khara rug on the 28th of February which according to the website should have been delivered within 3-4 weeks. Nearly 16 weeks later and numerous emails asking it’s whereabouts, I have only just received it. Sadly it wasn’t worth the wait but the thought of sending it back and having any more interaction with this company is way worse than being out of pocket.At the beginning of April, a little over 4 weeks had passed since my initial order I hadn’t received notice that the order had shipped yet so I emailed customer service asking when I should expect it and saying that due to covid I was aware that delays were commonplace but that I just wanted to be kept informed. I was told that the rug would now be arriving the beginning of May which inevitably came and went with no correspondence from Urbanara. I then stated in a 2nd email on the 7th of May that I wouldn’t have ordered the rug if I’d have known the wait time was 10+ weeks and was offered no explanation but informed that the new delivery would now be the end of May and offered a refund if I didn’t want to wait. I’d already waited long enough and just wanted the rug that I had paid for in the time that was agreed. What I did expect, and communicated this to Urbanara, was a partial refund. 10 weeks longer (at the time) than the originally quoted 3-4 weeks in my opinion is more than excessive, even in covid times. A reply saying ‘we of course do our best to inform customers of any change to delivery times as soon as possible’ was ridiculous given the fact that I had had to message them after multiple quoted delivery dates passed. I was also told ‘I’m afraid I am unable to provide a further (further?) discount due to our pricing structure’. - I would suggest that it’s a very poor business model for a company not to be able to offer a very let down customer a small discount as compensation. Now at 16 weeks after my order we have finally received the rug…but only after paying a further £42 on top of the £20 that I had already paid for shipping. A company with a UK website address, apparently ship from Germany and there are inevitable taxes, something that is only noticeable if you go directly to their shipping information page. No mention of this is found on the product or home page. To add further insult to injury, the rug was rolled around a very thick cardboard tube which was snapped in transport. This left a large brown patch on the white rug that I can’t remove and have had to hide under the sofa.Ill be emailing this review to Urbanara but warn anyone thinking or ordering anything from them to read the many similar reviews and to save your money and order from somewhere else.
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