What's not to love about Rug Studio? Internet presence, huge selection, samples available with super easy return instructions, helpful chat service, save 20% coupons, speedy delivery, name brand manufacturers. I'm so happy my rug journey led me to Rug Studio! Indiana is too far from Texas for an in person experience, but Rug Studio made the whole process easy.
We have now ordered three carpets through the Rug Studio. 2 were 'off the rack' and the third was a custom piece. Even with all the pandemic craziness, the custom piece arrived from India in less time than we expected. Is (1) gorgeous (Surya Athena grey); and (2) arrived in pristine condition--wrapped in about 5 layers of protective material! But the best part? (3) During the transaction period, we had several questions (and even made a last minute 'changed our mind about the size after completing the sale' panicked call!)--and the Rug Studio team never blinked an eye. They are SO nice and SO accommodating and did a GREAT job of keeping us informed re: progress (shipping delays... containers in ports... etc.) But we would expect nothing less--it's been like this every time we have used the Rug Studio. And it's why we recommend them to everyone we know!
I ordered a Surya sample piece
And received it within the week, so I wanted to order The 9'9 square. I did an online chat with Katie. There was another company that had a lower price, she priced it a little below their price, plus I received a free pad. I could not be happier with their customer service.
Love the color of this rug. It is called Cobalt
Thank you Katie
I have purchase at least four rugs from Rug Studio. From ready to ship rugs to a custom Tibetan rug that took 8 months to make. At every juncture, this company has the best prices and the best service--whether chat or phone or email (Katie is the BEST!). I make a point to always check with Rug Studio first before I make any flooring decision as well as spreading the word. The image below is of my prize, the stunning, hand made Tibetan 12'X15' rug "love beads" as well modern guest bedroom rug. Both are perfect.
I saw a beautiful carpet on The Rug Studio's site and called to speak to someone about it. It is a little worrisome to order an expensive carpet on line but I spoke to their wonderful representative Howard and he guided me through the process and explained quite a bit about this particular rug. Because of delays due to our pandemic, Howard was beyond proactive in alerting me about delivery delay and was a pleasure to talk to. I feel like he's a friend. He couldn't be more professional or thorough. He provided my husband and I old world customer service we so rarely find these days. We couldn't be happier with our new rug. It's just perfect. Thank you Howard. You made ordering an expensive carpet on line a great experience.
Rug Studio provides beautiful, high quality rugs with an extensive variety of brands, patterns and sizes. I was able to purchase rug samples and then return the ones I did not like. (I kept the sample of the rug I wanted) Not all online rug companies will provide this service. I ordered 2 rugs, a pre-sized rug for the foyer and a custom sized rug for the living area. Rug Studio kept me apprised of the progress of the custom rug and answered all questions I had related to this ordering experience. Their customer service is outstanding and well above the typical customer service for any business. Emails are answered promptly, efficiently, effectively and the responses are always very polite, friendly and professional.
I have spent a good deal of time trying to choose a new rug online and have been very disappointed by the samples I've ordered elsewhere. Locating the perfect wool rug from Rug Studio was easy and fast. The sample came quickly and the rug arrived much sooner than expected and looks fabulous in my library.
I purchased a rug on December 31,2021-I had to find a different rug, as the first rug I ordered was out of stock. After considering it, I decided i that it would not work. I had received an email that it would ship on or around January 11,2022. I called to cancel the rug on January 6, and was told by Morgan that it was not too late to cancel. I received the attached email. Then, 2 hours later, I received a new email, saying that rug had shipped that day. Customer service was not nice and basically said that they don't care and it will cost $245.00 to ship by freight back to them. I am disabled and cannot lift the 85 pound rug and take to a freight store! They don't care!
Hi Lori, we are sorry the rug you ordered shipped faster than you anticipated. We do try to warn our customers that sometimes orders move very quickly which is why we state on our site that we cannot cancel processed orders. I do see that we offered to have this rug picked up for you at no charge but that you declined to have anyone to your home during COVID. I do hope you have found a good spot for the rug in your home and will enjoy it for years to come. Thank you
Not only did I find the best price for the beautiful rug I purchased, Katie from the customer support team went ABOVE & beyond to help me use a code that wasn't working for me. She followed up multiple times & was kind and funny during our chat. Rug Studio will definitely be my first stop for rugs!
I ordered an area rug today and spoke by phone with Carla. She is the best customer service rep and her personality is adorable. I wanted to make sure that she was acknowledged. It's unusual to get excellent customer service these days and I got it today! Thank you Carla!
Worst place you can do business with. Would never recommend to anyone, ever. I purchased 5 rugs and 1 came in early and was not happy with product. I decided to cancel rest of the shipment. RugStudio, a division of Oriental Rug Gallery of Texas, told me that we will take or I guess steal all your money you already paid $518. And if that was no enough, they charged me additional $80 without my permission or reason, completely unauthorized. In short, I paid total $598.00, and did not even receive the product and refused to refund any money. Attached is evidence of business practice of this company how they will take all your money and you will never get your item either. Buyers beware! If you receive defective item or not happy with purchase, you will lose all your money by their return shipping and fees + restocking fee of 20%, even if they mentioned hassle free return, its most hassle return you'll ever make in your life. I have attached response I got from company.
Vivek, as per our previous conversations, we could not cancel your order because it had shipped days prior to your request. I show your rugs to be in route to you at this time and are in CA with an estimated delivery date of today. For the one rug you refused and asked us to facilitate the return shipping charge for, yes, the return charge has been charged to your account, and there was no restocking fee applied. We sent you return information for your other rugs and are happy to issue a full refund upon receipt. Per our policy page and the information on your order confirmation, RugStudio always offers free shipping to you, but we do not pay return shipping charges. Any returns sent to our distribution center, following our return instructions are issued a full, 100% refund. We have a pretty standard return policy and simply request you send any and all returns back to us for the fastest refund of your money. Thank you!
We purchased a lovely rug from RugStudio last month and discovered a manufacturer's flaw when the carpet was fully unrolled. (Always check deliveries carefully!) Rug Studio customer service arranged to send us a duplicate rug in excellent condition.
Throughout the transaction they were pleasant and easy to work with, we'll use them again!
Both the ordering process and replacement process were positive experiences.
Thank you RugStudio!
Rug Studio has a great selection of area rugs, and is very easy to navigate. Their customer service was very helpful as well. I am an interior designer, and working with this site, and the team, makes my job easier.
RugStudio was very helpful when I called them with questions prior to my order. Delivery response was quick, even though it appeared to be on the delivery truck for a few days before making it to my doorstep. The rug arrived well protected and in perfect condition. Price was great. I am cautious of ordering from outside my usual shopping sites, but this couldn't have gone better.
Hi Patti, thank you so much for the kind words! Thank you for trusting us even though we were "outside" your usual shopping world. I hope we'll do business together soon. Your rug looks fabulous by the way! Lovely home.
Orders are fast and you keep the customer informed. The rugs were beautiful and priced right. The wife loves them. They arrived within 3 days. Amazing service. When I asked a question about shipping I got an immediate response. Thanks rug studio
So many scammers in the online rug business. Don't ever buy a rug without inspecting it in person. The descriptions on RugStudio website are highly deceptive. I purchased a polypropylene rug named something else to sound like natural fibers. The pile height was half what the site claimed and the color was badly off from the pictures. I contacted RugStudio for a return and they would ONLY issue a store credit, which is not what their Site claims for returns. Play it safe and stick with Amazon with the A-Z buyer protection program. 2 months later and I'm still fighting with RugStudio trying to get a refund for the rug I returned.
Hi Eric, I am sorry to hear you received something not to your satisfaction. Anytime we have a discrepancy on our site, we will gladly issue a prepaid call tag to pick it up. We do request that you notify us within 10 days, but you are always welcome to return anything non custom to us for any reason, we just ask you request that return authorization within our 30 day return window. Also, please feel free to call us anytime you have a question about the materials used in any of the products we sell. There are a lot of new materials on the market, but we try our best to be as accurate as possible when describing the fibers used. Thank you
Karla was very helpful while trying to locate a particular rug I had purchased in the past. It appears as if the style has been discontinued. Karla contacted an associate who handles custom rugs who in turned contacted me within minutes. Great customer service
The website Rugstudio.com was easy to navigate and find the specific rug models and sizes on my shopping list. I had questions about my potential purchase and used the chat function to contact customer service. Karla answered by questions immediately and it was so quick and convenient as opposed to calling in via phone! I also like that Rugstudio.com participates with Rakuten Ebates, so if you have that extension on your browser you can save even more money.
I ordered an indoor/outdoor rug for our den for two reason: it opens to the outdoors (lots of things being tracked in) and one of our dogs had a big problem with the difference between indoor and outdoor activity. This was perfect--nice enough to be welcome inside and extremely durable.
I don't know that I've ever actually written a review but my experience has been so terrible that I feel the need to help others. My on-line account is not saved, difficult to track shipments and when I call to sort out double billing, the reps are condescending and blaming me for their mishandling of the order and the billing. Truly terrible. Purchase from somewhere, anywhere else!
Hi Pam, I apologize again for the confusion with your order. I had our tech team look into why your credit card declined so many times on our site and unfortunately, we found no reason other than maybe your credit card company thought it was fraudulent. We recently upgraded our security system and there were a few credit card companies that were a bit slow in catching up to the new security measures. It appears that our on line "status update" system just got very confused because we had to manually import the declined order and there just wasn't any way customer service could fix that. Having said that, no one is more frustrated than we are when someone is unable to complete a purchase with us easily.
I do see that we offered to give you an amazing discount on your next order due to the inconvenience and there are notes in your file indicating such (this offer will not expire). I also verified that you were not double charged for anything and it appears that all the items on your order shipped very quickly and without incident. Please let us know if there is anything further that we can do, and please don’t hesitate to contact me directly if you get a suspicious “decline” again or have any other concerns.
Overview
Rug Studio has a rating of 4.1 stars from 109 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Rug Studio most frequently mention customer service and great selection. Rug Studio ranks 3rd among Carpets sites.
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- San Antonio, TX, United States
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For four generations, we have maintained our roots in our highly service-oriented retail division - partnering with retail shops of all shapes and sizes throughout the US.
Our goal is to offer a great selection, sound values, and outstanding service.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Patricia, it was such a pleasure working with you. Thank you so much for sending these awesome photos! Your home looks great. We look forward to serving you again soon.
Karla