The Rug - Reviews and experiences

I almost didn’t order — was hesitating after reading mixed reviews from other companies — but I’m glad I did. The wool rug is well made and surprisingly soft underfoot; feels cozy and not flimsy. Customer service was solid, they even arranged to hold it at the UPS spot after it shipped. Doubts mostly gone. Likely to buy more.

colour, pile, finish — lovely. Tip from me? Definitely, yeah, definitely.

Right when the delivery crew unrolled the rug in my living room I relaxed — it fit perfectly and matched the space. Jake kept me posted during the wait, and that on-time drop-off sealed it. It's now part of our daily routine, coffee stains, dog naps included, so I'm definitely happy.

the mohair is plush and the blue was the tone I wanted, it sits nicely and feels cosy underfoot. It does shed a bit at first, though — nothing dramatic, but worth mentioning. The buying side was a mess. I ordered in January and told customer support I was on a tight timeline; they were polite and said it would arrive in time. It came at the last minute and was the wrong rug. I sent clear photos and measurements proving the mix-up; they initially discussed a return, then went quiet and told me to open a PayPal dispute. PayPal offered a return path, but the seller refused a prepaid label and expected me to pay to ship a 140 lb rug. I paid to send it back; they signed for it at their warehouse weeks ago and still haven’t refunded me. So the rug itself is fine, maybe even nice, but the customer service and return handling really ruined the experience and cost me time and money.

Halfway through unrolling it I remember thinking was I silly to buy it online — I’d first seen the rug at a colleague’s place and then on Instagram, so that nudged me. I hesitated over the price and the colours; online photos can be misleading and deliveries can drag. It showed up faster than I expected, wrapped well and undamaged. The colour and weave match the pictures, so most doubts faded quickly. Still feel a bit careful about the price, but relieved overall.

for the fourth day in a row my package shows "out for delivery" and then slips back to "on the way" — which here means "not today, maybe tomorrow, who knows." I checked the order — the rug company had my house number as 5, but somehow UPS lists it as 6, so that explains the detours. I did get a reply from customer service, polite enough, but the cycle kept repeating. Been worse with other carriers, and sometimes better, so it's not a total disaster — just annoyingly slow and sloppy. Still waiting, still optimistic.