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!
Listed rug that actually wasnt available. I went through the whole purchase process and two days later found out my order was cancelled. The pad I purchased to go under the cancelled rug, arrived and had to be returned. There as not a shred of paperwork that accompanied the pad, so I contacted the company. Days later they sent me information via email to return the pad. No prepaid label, no label at all. I made my own label and took to UPS and paid $25 to return it. Really impacts the purchase price. My recommendation, I would really hesitate using Rug Studio for online purchases.
Hi Rebecca, I am sorry to hear about your expericence with us. We strive to have excellent and timely communication. After doing some research on your issue, I do see that we sent you an email within hours of your order being placed letting you know that the rug had been discontinued and sold through. We would definately have let you return this pad you no longer wanted on our UPS account if you would have contacted us regarding this issue. A pad this small should have cost no more than about $5 or $8 to ship via USPS but we would have been happy to help with this. I see in our email to you we offered to extend a discount to you on any replacement rug you chose and we would of course be happy to honor that. Just let us know if you decide to try for something else. Than you, Rug Studio management
I selected a rug, which was EXACTLY what I was looking for. Chatted briefly with an associate, who helped me select a pad. I received my purchases very quickly and was pleased to discover that the rug was even more beautiful than the picture. It looks perfect in my family room. I had looked everywhere for this rug, but your selection is unbeatable, and the price was very reasonable. I will definitely be back.
Our decorator showed us two Jaipur rugs a week ago that we fell in love with. I got online to order them and Karla in customer service helped me complete the order and alerted me to some discount opportunities. Wonderful above and beyond service. I'll be back!
I spent time chatting with a Rep to check online photos of an area rug with me. She sent me an image of a 5x8 and a 6x9 rug which looked different from each other. I ordered the 6 x 9 because of those more vibrant colors, to match decor. What I received was the colors of the 5 x 8 rug. Customer support states that there are differences due to "color calibration of computer monitors and digital photos can vary greatly." The Rep did state that carpet colors may "vary when hand tufted". "VARY" is an understatement! The rug I received was completely different colors in all sections, not as vibrant or bold, and even the black stripes were a different width. I would not take my chances with this company again, as their quite broad interpretation of what the colors will be is not acceptable to me--these are 2 entirely different rugs, yet they defend their decision and I had to pay for shipping it back to them. See the attached photos and decide if the color difference is acceptable, especially when you have other decor you want it to match, as in the wall hanging. There are too many other companies out there that do send me what I ordered that I would rather support.
Hi Lori, I reviewed the chat we had with you online and here is what we stated about the images " I am only offering you the photos to help with the design layout. The colors are all subjective, they can change from rug to rug. Hand-tufted rugs will each vary slightly in color. Some will be more cream and some more gold". This is standard for all hand-made items, especially rugs.
Having said that, it does look like we picked this rug up from you and issued you a full refund. I do hope you have had some luck finding this rug in the exact shade you were requiring.
Have a great day!
I needed to have questions answered. They were answered fully. I needed to place an order. Done. I needed to arrange a return. Done. No fuss, no muss.
Buyer beware, on-line photo did not match goods. Free shipping does not mean free returns and I am now responsible to transport to the shipper during a pandemic (even if I am at risk). CSR kept quoting bad policy never acknowledging the deceitful role played (knowingly or not) by Rug Studio in this process. There also was no acknowledgement that the normal process does not fit all during Covid-19. The cost of shipping rugs is high and with pick up can equal the cost of rug. I almost never write reviews so be smart about where you choose to make a purchase.
Hi G. J. I am unable to find an order for you in our system, but rest assured, we have been extending return periods since COVID began and have been offering FedEx return labels for any rugs possible. Scheduling a pick up with UPS, FedEx and USPS are all done contactless and online. This information is available on our website, your order confirmation and our RA emails to you. Please feel free to reach out to us at 800-796-8890 with any other questions or needs you might have and stay safe.
Thank you
I spoke with someone over the phone, I also had a chat with someone online. They answered my questions with concise and clear answers, they were very helpful and made suggestions to make my purchase easier as a large rug can be a major purchase and it certainly is an important element in a room. I will review the rugs once they arrive but I am confident that my purchase will be one of high quality and I look forward to receiving them.
I've used Rug Studio on a handful of my design projects. The website is easy to search and navigate. However, I have run into some issues where the website indicated the rug was in stock, when in fact it was completely discontinued.
Love how quickly the rugs shipped, as well as how well they are packaged. Katie in customer service
Was extremely helpful and efficient in assisting with a return. Will definitely continue to shop here!
We had an issue with the quality of a rug, and Brittany, their customer service representative went above and beyond in helping solve our issue. She was professional, excellent follow-up and extremely pleasant to work with.
We would recommend RugStudio. In a search for a new rug, I would not hesitate to purchase from them again.
I have been looking for the perfect rug for my living room forever... I finally found not one but four great looking rugs at RugStudio. I was happy that samples were available, so I could try a few in my space before committing to the perfect one. Customer service was also very helpful.
Kasey, it was a pleasure chatting with you! Thank you for your kind words.
Rug Studio had the exact rug I wanted at a great price, and free shipping. The checkout was easy and customer service was very helpful. You get a live person right away that can give you immediate responses to your inquiries.
I needed to buy a rug to match one we already have in our house. I signed up to the newsletter to get an additional discount, but the code didn't work since my rug had been discontinued. Katie in their customer service department explained things to me and was still able to set me up with a partial discount. Wonderful!
Have been looking for a carpet and came across this website. Called the number. Spoke to Brittany who sent me a link right away with the specifications of what I wanted. PERFECT! I even found that the site was so user friendly. Was able to find all my size and colors I was looking for.
I purchased a rug from them, received with frayed edges, all around the rug, even though this was a tightly knit rug. Two days after putting on floor I vacuumed ONCE with home vaccum and rug destroyed!. The frayed edges pulled even looser. I immediately sent pictures. Spent $500 and used rug for 2 days. Rug Studio refused any assistance. Stated my fault for vacuuming. REALLY? I would not personally recommend this company to my worst enemy. They just want my money with no concern of the product! If I could give them 0 stars I would as they do not even deserve 1 star.
I have been searching for an 8x11 rug for my dining room for quite a while. The selection and pricing on Rug Studio's website were impressive, but one of the things that set Rug Studio apart from competitors is the ability to order a sample size and return it with ease. Other online retailers only refund the cost of the sample if an order is placed. Not the case with Rug Studio although I am happy to say that after many months of searching, I ordered a beautiful Surya Modern Classics rug! Should arrive any day now! Brittany was very helpful throughout the process. I would highly recommend!
Loved my experience with Rug Studio. Lots of rugs to choose from and I bought one and it did not work out as the colors were wrong and the customer service was excellent as to helping me get it returned.
Thank you for the compliment Jennifer. I am confident we can find you the perfect rug!
Katie was a great help in finding a specific size and type of rug that I was looking for, but was not listed on the website. She was very professional, pleasant, and helped me place my order quickly and easily. Thanks Katie! :)
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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Business History
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
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.