ThePerfectRug Reviews 

I haven’t purchased my rug yet, but I wanted to leave a review for their incredible customer support. I had several questions and Brooke was patient, highly knowledgeable, and helped guide me toward the right choices without any high-pressure sales tactics. This experience gave me so much confidence. I will definitely be placing my order soon!

I would give zero stars if possible. This is a terrible company to do business with. Ordered an outdoor rug at the beginning of summer, that by all indications on their web site was in stock. Received the cleaner and accessories, but no rug or pad. I waited patiently for a few weeks and finally contacted them to inquire about my order. No reply. Contacted them again with less friendly language and they sent an email saying the material for my rug was backordered until 1st week of August. First week of August comes, no communication from them and still no rug. I contacted them again and they informed me the material was still backordered. I requested to cancel the order. No reply. Reached out again and they inform me the fabric for my rug is now in transit so I can't cancel the order. I challenge their position and they just keep saying, sorry for the delay but you can't cancel the order. Still no rug. No indication of when the rug might arrive. Nothing but shallow apology and excuses from The Perfect Rug. HORRIBLE CUSTOMER SERVICE. HORRIBLE COMPANY. Read the terms of service carefully. They basically say we collect your money the day you place your order and anything that goes wrong after that is not our fault. No refunds. No cancellations. You're screwed.

This is our second set of rugs and they are absolutely beautiful. Not a single flaw and exactly what we ordered!

Didn't like the colors and textures looking for deeper more shaggy type rugs in royale blues ect

I absolutely love my new runner from The Perfect Rug! I needed an 18ft x 4ft runner for our entry way and I couldn’t be happier with it..it’s a cream colored deep shag and it looks and feel luxurious! It’s a stunner!

The quality and appearance of my rug is better than expected. The time to manufacture and deliver it was as promised. A great product and company!

The journey for this amazing rug started with my seeing a sample at a local flooring company. I shopped the rug and THANK GOODNESS found The Perfect Rug company. They customized this rug to the inch and the total price was HALF of what I would have paid to purchase it locally and have it bound. In addition, I had some questions prior to purchase and each time received a quick and positive response. Very highly recommend this company!!!!!!

Easy to order; rug is exactly what I ordered, and the experience was positive.

Providing samples makes decision making so easy. The rug came within the timeframe promised. I love it! Better than I expected. Great quality for a custom rug. Will definitely order again. Thank you for great service and product!

Terrible customer service and unreliable delivery. Ordered $1800 rug over 22 business days ago and still don't have a delivery date. Their info indicated delivery by 15 business days. I have emailed them(they dont provide a phone number) and they provide a vague ambiguous response it is being shipped??? What does that mean, Nothing. Dont trust them for a delivery. I will never order from them again. They take your money and then they are done with you.

Love this Halo rug. The saffron color warms up my north-facing space, and gives a cozy feeling to the living room. I'm happy to have no synthetic fibers in the rug, just cotton warp and rough wool weft. The rustic elegance suits my place perfectly. It's a beautiful rug--I couldn't be more pleased.

This review is somehow appearing under The Perfect Rug. The rug is from Revival, not The Perfect Rug!

The rug I ordered is a perfect fit for my high traffic mud room. With the help of customer service, I chose an indoor/outdoor material that should be easy to care for and clean. I knew that I would have a seam in this rug, but was disappointed that they placed it near the center of the rug instead of near one of the edges as requested. I had wanted to hide the seam under a bench. I has hopeful that the seam would flatten out and be less visible, but it still puckers up on one side. Otherwise I could not be happier with this rug and mat and how it beautifully covers an old worn, cracked and stained cement surface. Thank you!

Beautifully done!! Exactly what I had envisioned. Wonderful quality!!!

Their site is super simple to use. Their selection is spot on. Their flexibility and ability to work with the client is top notch. And, when you call, you get personal attention.

Being able to get rug samples plus border and pad samples was excellent. There was no rush to order but once I did, the rugs didn’t take long to ship and were well protected. They are perfect.

The company has several areas in need of improvement: (1) offering virtual rug placement for customers purchasing multiple rugs in connected spaces and, (2) most importantly, providing better after-delivery customer service. I nearly purchased my rugs through Ernesta, which provided virtual renderings, but ultimately chose this company instead. Initially, I was very pleased with the sample delivery and the assistance I received from one of their design consultants.

The issues began after delivery. Some areas of the serging border were torn, and when I reported the damage, the company responded by sending me a video instructing me on how to repair it myself. Alternatively, they offered to fix the rugs if I covered the cost of one-way shipping to their factory. I was shocked when they placed the blame on me, claiming that my home had moths or that I had accidentally cut the rugs while opening them. I calmly explained that I am a retired woman living in a brand-new retirement home, and neither my community nor my wool clothing has ever shown signs of moth damage.

What frustrated me most was their reliance on a misleading statement from the delivery person. The company claimed that the driver saw all the rugs in perfect condition. However, I had not requested white-glove delivery because I needed time to determine their final placement. The driver initially attempted to leave the rugs on my driveway, but I asked him to at least confirm that all three had arrived before I signed for them. He did not inspect them for damage, nor did he stay to verify their condition.

After many frustrating interactions, I escalated my complaint to the Better Business Bureau. Even then, the company stood by their inaccurate claims but eventually agreed to cover shipping costs and repair the rugs. By that point, I was exhausted by their dismissive attitude and unwillingness to take responsibility. Each interaction caused me stress, anxiety, and even spikes in blood pressure. Ultimately, I informed the BBB that I would rather live with the torn borders than endure further communications and inconvenience due to the company’s mishandling of the situation.

I ordered a rug from The Perfect Rug, and let me tell you, the customer service was next-level amazing. I spent a solid chunk of time on the phone with one of their reps, and she was a saint. She walked me through every possible option, patiently guided me through my ever-changing opinions, and even gave me her personal favorites like we were two friends picking out outfits for a big event. If there was a Customer Service Olympics, she’d be taking home gold.

Now, the rug itself? Absolutely gorgeous. It’s everything I wanted—except for one tiny little issue: I have cats. And I specifically wanted something that wasn’t looped because, as any cat owner knows, looped rugs are basically scratching posts that cost a mortgage payment. The rug is wool (yay!), but it’s also looped (boo!), meaning my cats are now in a daily battle to dismantle my expensive new floor décor like tiny, furry demolition crews.

That said, if you don’t live with professional fabric destroyers, this rug is stunning and totally worth it. And even with my cat-induced crisis, I’d still order from them again just because the service was that good.

Highly recommend! Just maybe double-check the loop situation if your pets are little agents of chaos.

Six weeks later - still no rugs with different story every time I email. The one consistency is their refusal to cancel the delayed order. Do not buy from these guys - terrible customer service.

absolutely the worst service and worst quality of any online purchase i have made. The no return policy on oversized rugs works in this company’s favor. Avoid at all costs

The rug quality is amazing! Everything about the rug was perfect. One comment would be that delivery on rugs over a certain size is a bit lacking. Our rug was just over 13x16 and the carrier just dropped it at the steps. Was extremely difficult to get inside and set. I would recommend a white glove option if the rug is large.