Really poor customer service. After receiving a rug which was not the same colour as described they would not refund the postage. Would not recommend this business
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Lees wat reviewers zeggen
I ordered a rug and underlay, but unfortunately ordered the wrong size underlay! On receipt of the order someone from the company contacted me to query this, and was able to amend my order accordingl... Toon meer
Bedrijf heeft geantwoord
We absolutely love this company! Superb range of super quality rugs, excellent website, great communications and delivery times and all at very competitive prices. Their anti-slip product is extrem... Toon meer
I really love my new rug! It did take three weeks to be delivered whilst they awaited a new shipment, and I do think their proactive comms about the delays could have been better given the price paid.... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
Since 2008 Love-Rugs has being delivering rugs throughout the UK and world-wide. From designer brands such as Ted Baker, Sanderson and Louis De Poortere to budget, kid and pet-friendly rugs, Love-Rugs has something for every taste, interior and budget.
Contactgegevens
11 Commerce Street, G5 8AB, Glasgow, Verenigd Koninkrijk
- 01414206565
- info@love-rugs.com
- love-rugs.com
4,4
Uitstekend
295 reviews
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Heeft 50% van zijn negatieve reviews beantwoord
Reageert doorgaans pas na meer dan 1 maand
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Nice rug at decent price
Happy with the rug and the price. Well packaged too. Lost a star for the awful delivery service they use who gaslight you about delivery attempts that didn't happen..but otherwise very happy with the actual rug
24 juni 2025
I love Love Rugs
Fantastic communication and really helpful team.
A brilliant selection of rugs. I have ordered 5 so far and I am delighted with the colours and the quality. The customer service was exceptional. Prices and special offers were great too. I would highly recommend this company, they are top class.
2 mei 2025
Review zonder uitnodiging
Antwoord van Love-Rugs
❤️
Love-Rugs
I bought a lovely rug from Love-Rugs company, and I can say the rug looks amazing in my living room, high quality, and perfectly fits, delivery was very fast, and the service was amazing. I'm saying a big thank you, and recommending this company.
4 juni 2025
Antwoord van Love-Rugs
❤️
Disappointed …
My experience with love rugs started great when I was purchasing the rug but not so good when returning it. The colour on arrival was nothing like the picture on the website which I challenged. I Was left no option but to return it at a cost of nearly £20 to myself so be careful
27 mei 2025
Antwoord van Love-Rugs
Hi Lisa, thanks for sharing. The return cost being the responsibility of the customer is part of our terms and indicated on our returns section. This is standard across ALL rug sellers. We cannot offer free returns on top of free delivery (which is not a free cost or marketing speak to ourselves, we keep our prices low while also offering free delivery on most sales - at a cost of between £10 and £50 to ourselves depending on size and weight which of course is part of the loss we make with every return). We thank you again for attempting a purchase and sorry it didn't work out.
Love my rug and great price too. Really helpful when it came to delivery. Good shopping experience. Will be back!
Love my rug and great price.
27 mei 2025
Antwoord van Love-Rugs
❤️
Reply to Owner Live Rugs
Travelled from Troon with view to order Harlequin Basketweave large rug.Appreciate all rugs on website are not in stock but I would have liked to see one of similar quality.
Customer service was non existent. A male (later told he was owner) came out of office totally blanked me no salutation etc and then left shop to move his car.As there was no staff evident I phoned their landline which was answered by owner’s female colleague who had been watching me from upstairs.
My advice would be order online, if you must, but do not waste your time visiting showroom.Common courtesy is clearly not paramount
26 mei 2025
Review zonder uitnodiging
Antwoord van Love-Rugs
Sandra, we fully understand you are/were frustrated that the rug you travelled to see wasn't in store. While this must be disappointing, we do point out on our website that we do not stock all rugs. In this case the messaging below each size reads "Stock arrives from the Netherlands in 7-14 days", or depending on size/colour: "Pre-order: new stock available from 03/06/25".
We have around 1,500 rugs in-store, however, to stock every rug in every size would mean hosting over 25,000 rugs. Which would be impossible both in terms of finance and storage availability.
I spoke to the staff who were working during your visit. Most customers prefer to be allowed to browse for a few minutes rather than feel like they are being sold to (unless they identify on arrival that they have come to look at something in particular). The owner who had been dealing with customers did indeed leave for a few minutes, on spotting he was about to get a parking ticket.
The female colleague was, of course, not watching you from upstairs. She works in the office above and her desk does not face the shop floor, as her role is not normally customer-facing, but when you called and she realised you were there, she came down to help. I have spoken to Grace and she informed me that when you had said you were looking to see a particular rug and were informed it wasn't available in the showroom, she attempted to show you other Harlequin rugs of the same quality and construction to give you an idea of the thickness and feel, however you refused to look or touch the rugs (there would have been samples of other Harlequin rugs as well if willing to stay and look) and complained about not being made to feel welcome or helped, even though she was attempting to help you as best she could...
While I apologise you weren't greeted as warmly or as promptly as you would have liked, we are a small business with 2 members of staff on annual leave, most customers prefer to be allowed to browse without someone being on top of them and you were offered assistance when you requested it. I feel your review is extremely harsh and while I understand it likely comes from a place of disappointment in wasting your time travelling from Troon to find out the rug was not in the showroom there is little we can or could have done about this.
The rug is of course available to order online, at the best price on the internet.
Origins Borders Duck Egg Rug 230 x 160cm
Love Rugs Origins Borders Duck Egg Rug 230 x 160cm, Bought September 2024, £229.00
I am now so irritated with this rug I have taken it up and it will appear at the next car boot sale.
Bought in September last year, it still continues to shed fluff massively when vacuumed; it clumps where you sit even when you're wearing house slippers. The business manager of Love Rugs, Ryan Malone, hilariously advises “Rubbing with feet or hands will exacerbate” [...the problem]. Are rugs not for putting your feet on? Is that not their basic purpose? Perhaps staff members of Love Rugs have acquired the art of levitation but sadly I haven’t, so will have to walk across it in the normal manner…
Also, the colour is not as bright as advertised. Deadly dull would be a good description. Also, it is fraying on one corner.
Might get a few quid for it at the car boot. Obviously, I will not warn potential customers that it clogs up their vacuum and they can’t put their feet on it.
5 mei 2025
Review zonder uitnodiging
Antwoord van Love-Rugs
Hi Jill,
For clarity, you first contacted us regarding the rug after having it 4 months. At that point, well used, there is not much we can do about it.
My comment regarding rubbing your hands or feet is valid. Wool rugs shed (or pill), some more than others, depending on the source of the wool, but they do not do so without the friction of rubbing. While loose fibres are common in a vacuum with wool. The images you send with clumps of wool dotted all over the place only occurs with vigorous rubbing, I understand this was done to demonstrate however that was what my comment was regarding. You were recommended to follow the care instructions of using, ideally, the suction-only setting on a vacuum (no abrasive brush bar). This would minimise any pilling.
You mention the colour, but again, this was 4 months after receiving the rug, the rug could have been returned for a full refund when it arrived but these complaints came many months down the line.
We did offer a partial refund as a gesture of goodwill but you rejected this offer. We sell over 7000 different rugs, from more than a dozen suppliers and manufacturers and can offer advise on choosing, and caring for a rug to anyone who requests it.
Excellent service and a great price
Excellent service and a great price. Price was far less than anywhere else I’d seen for the same rug with fast delivery. Will be buying from again. Perfect
26 april 2025
Antwoord van Love-Rugs
❤️
Love this company
Huge selection and price range. Arrived quickly. Was exactly as described and really lovely. So pleased and will soon be ordering another rug .
25 april 2025
Antwoord van Love-Rugs
❤️
The rug was beautiful and good quality…
The rug was beautiful and good quality and a very kind man was most helpful. Very professional
24 april 2025
Antwoord van Love-Rugs
❤️
Excellent Quality, Price and Delivery!!
I had (within the preceding 12 months) purchased an oblong mat from a local carpet fitter together fitted carpet.
My wife and I liked the oblong mat so
Much that we decided to purchase another but in a different size.
Whilst researching the sizes available I discovered your website and discovered that you were offering the mat at almost 25% less than the price at my local dealer.
This was a total brainer and not only that the delivery in only 3 days was faster than that offered through the dealer.
Mat was superb quality with a price and delivery to match.
Would I use this business again - of course and I intend to!!!
24 april 2025
Antwoord van Love-Rugs
❤️
Great Company …
We purchased the Pasiflora midnight spice rug last month. Communication from this company was fantastic advising us on the characteristics of the rug to ensure we were happy with our choice. Delivered quickly at a great price. Highly recommended.
3 maart 2025
Review zonder uitnodiging
Great service
Great service. We ordered wrong size but swapped for a larger one without any hassle at all and the rug looks great!
27 maart 2025
Beautiful rug
Beautiful rug, excellent customer service, needed a larger size than the one I ordered, exchange without any issues and delivery was quick, would definitely recommend this company and would purchase my next rug from them
26 maart 2025
Fantastic service
Fantastic service, great website with one of the best selections I saw anywhere, good price, lovely rug. Delivered next day to Edinburgh. I will definitely buy my next rug here and have recimmended to several friends
25 maart 2025
Don't Love Rugs.
I purchased a rug from this Company in January but I never got it out of the packaging until my room was finished in March..
I noticed the next day after laying it that it had quite a big snag on it and there were defects in the stitching around the edges.
I emailed Love Rugs and sent pictures but was confronted with the wonderful Eddie Reid who apparently is the Customer Service and Operations person..
Immediately he was on the defence saying that there was some debri on the rug trying to imply that I had had the rug down longer than I had said..
Eddie said that it was too late to do anything as it was past 28 days of owning the rug but I reminded him of my Consumer Rights of Repair or Replace..
Eddie was rude and passive aggressive throughout our emails which made me feel he must be short in Stature..
Eventually Eddie agreed to replace the rug but wanted to collect the faulty rug first then order a replacement and then deliver it..
I said that that was unacceptable for me as I have quarry tiles throughout my cottage and couldn't be left with bare floors for all of that time..
I asked if the faulty rug could be picked up at the same time as delivering the replacement rug..
But no Eddie believed that I would steel the faulty rug by keeping it aswell as the new replacement rug..
Really..
I told Eddie in the end to forget it and I will keep the faulty rug as I would rather be able to leave this review about his disgraceful behaviour for other would be customers to see..
It seems if you buy a rug from this Company and you have no issues it's fine but if there are any issues that's when Customer Service towards the buyer breaks down..
I have never dealt with a company or a Customer Service representative like this before..
Shocking..
Eddie certainly seems to need an extensive training course to become more Customer Centered..
This is the first time I've ordered from this company and most definitely the last..
So just to reiterate Love Rugs is absolutely abysmal if there is an issue with rug..
Buyers beware.
18 maart 2025
Review zonder uitnodiging
Antwoord van Love-Rugs
Thank you for taking the time to share your feedback, though we’re naturally disappointed to hear that you're unhappy with your experience.
We’re sorry that you were dissatisfied with how your concern was handled. We always aim to resolve issues fairly and professionally, and we regret if you felt this wasn’t the case.
The rug was delivered in January, and the concerns you raised 6 weeks later related to matters that would have been present from the time of delivery—such as how the rug was cut and bound—not issues that would develop over time. As such, these are points that should be reported upon receipt.
We operate a 28-day return policy, in line with UK consumer standards. When issues are reported outside of this period and after the item has been used, we assess each case on its own merits. In this instance, although the rug had been in use and reported well beyond the return window, we carefully reviewed the photos and still offered a full replacement as a gesture of goodwill — despite the fact that the concerns raised were not faults that developed over time, but rather features that would have been present from the day of delivery.
We do, however, require that the original item is returned before a replacement can be sent. This is standard practice across retailers and is in place to ensure returns are processed properly. We’re sorry that this process didn’t suit your preferences, but it is simply a policy we apply consistently to all returns.
We’re always disappointed when a customer leaves dissatisfied, especially when a resolution has been offered in goodwill. Your feedback has been noted and we do wish you the best going forward.
P.S. Eddie is actually a lanky 6' 4", not that it should matter.
Antwoord van Love-Rugs
Thanks Julie
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