Britney was pleasant to deal with and extremely helpful with contacting the manufacturer and getting a price for a custom sisalsoft area rug. She was prompt in getting back to me with the information I was seeking.
I ordered two KAS carpets at different times from the Rug Studio. On the second request the carpet I wanted was out of stock. However, rug Studio stayed on top of my order and I was able to get the matching carpet that I needed in time for a family birthday
I purchased a small rug 2x3. I made a mistake with the color so I needed to return it. It arrived in a clear plastic bag which was not re-usable. I was told to purchase thick plastic painter's tarp which I did. ($12) When I went to UPS, I was told it would cost me $36! Reason? The return address is a rural route in TX. I then went to USPS. It still cost me $17. They need to find a better destination for their return and use shipping material which can be reused. I will never buy from
Them again.
I ordered two samples so that I could test them in my room. Good communication about delivery, and they arrived within days. Have yet to test return policy. Plan to purchase a
Full-size rug.
Purchased Rug based RUG STUDIO reviews- (Obviously more believable reviews on Sitejabber
Rug starting falling apart the minute we opened the "plastic bag"- didn't even package correctly to ship- was told that this was "normal" I've purchased many rugs in my life including one recently. NO RUG falls apart like this- I also asked an opinion from a reputable Rug store.- NOT NORMAL
I would not buy anything else from this company- Had to dispute charge on my credit card for the rug and it cost me additional money to ship the rug back!
DO NOT BUY from this company
Brenna, I just wanted to let you know that Surya did receive your rug back and upon inspection found that it was simply "shedding" as is normal for a rug of that material and weave. You have been issued a full refund and I do see that you chose not to receive a replacement. I do hope you will try another Surya rug again soon, you just might want to stay away from the weaves that have a heavy shedding factor. Thank you!
I ordered an 8x10 rug. The rug was not in stock in the showroom, so it was shipped from the vendor - Exquisite Rugs. Because the rug was not in the showroom, there was no one to answer my questions about the rug, including colors, etc. I know I took a chance on an expensive purchase, but I ordered the rug anyway based on the beautiful pictures of the rug online. The rug delivered to me was AWFUL. It was clearly the correct design, but the colors were nowhere near what was portrayed in the online photos - and NOT in a good way. Rug Studio asked me to send a photo. I sent a photo of the rug and included a side-by-side photo of the rug from their website. They forwarded my complaint and photos to Exquisite Rugs. Exq Rugs claimed the rug was "not defective" and totally disregarded the blatant differences between the rug and online photos, except to say there was a difference in lighting - which is just completely ridiculous in this case. In the end, Rug Studio stood with Exquisite Rugs instead of me - their customer. It cost me over $250 to return that awful rug to Exquisite Rugs in CA.
So, I say "buyer beware", at least for online purchases from rugstudio.com.
Rugstudio's site are showing some of the greatest carpets I've seen. They have one of a kind, contemporary, vintage. So many styles. I got mine quickly and I would order from them again
I met Katie through your "chat" option and se took care of everything efficiently and professional. She was great. Thanks. Catherine Curry
Can't believe the large selection. I have ordered my rugs from Wayfair in the past. I was forced to look elsewhere since theirs were out of stock. Pleasantly surprised!
I ordered two sample rugs and needed to return them. I was so happy with the quick response! It is a pleasure doing business with this company.
UPDATE: I was told I would be given a 20% off coupon if I left a positive review, and during the ordering process, everything went smoothly. However, upon receiving my $3000 rug, it didn't look ANYTHING like the photo. The RugStudio team boosted the exposure in the photo and photoshopped it and the rug was WAY more metallic than photos appeared. The delivery guy rang the doorbell and asked me to help him unload it from his truck.
Now that I need to return the expensive rug that isn't like it was photographed, the RugStudio team is making me pay for shipping and using the "original box" which was demolished upon delivery. I now have to pay hundreds of dollars to return a 110lb rug that wasn't at all as pictured. This was a massive err with RugStudio and I cannot recommend this company to anyone, unfortunately. A customer shouldn't have to be out hundreds of dollars because your marketing team wanted to brighten your product photo, not to mention, have to haul that huge rug on my own.
Below is my original review that was in exchange for a discount:
Just ordered two rugs from Rug Studio and am beyond impressed by their customer service already. I have been purchasing all of our home decor online and Rug Studio has been so responsive and helpful - so far, I'd highly recommend them!
Hi Jayme, We do regret that this rug did not meet your expectations but I am happy to hear that your other RugStudio orders have been successful. We would love it if 100% of the rugs we sold found a forever home once they leave the warehouse, but we understand that isn't always the case.
RugStudio does not offer discounts in return for"good reviews", however, I do see we applied a 20% discount to your order, simply for being a returning customer. While we don't "photoshop" or alter the images provided by the manufacturers in any way, I do show we have about 7 photos provided by Feizy on our site and they are the same photos that were available at the time you purchased your rug. I also show we have offered to send you, at no charge, new packaging materials. For future reference, please take advantage of our offer to ship out a small, returnable sample size before ordering a large rug, in order to help cut down on color confusion.
Although RugStudio is happy to provide free shipping to you, we are unable to provide free returns at this time. We do post this information on our website in a few places and on your order confirmation. I hope this clears up any confusion. Please feel free to call us or email us with any other questions or concerns you may have. RugStudio Returns
Great web site, beautiful selection of rugs, excellent service. Easy to use chat service
And name brand products make this a go to place for purchasing superior products.
Hi Beth, thank you for the feedback! You were a pleasure to work with. I look forward to visiting with you again in the near future. Have a great day!
Very pleased with CustomerService. Very efficient chat line. Easy to order. They are the only ones who carried the Florence Broadhurst rugs and pillows I wanted.
I bought 2 rugs from these people and they began to fall apart within 3 months. These rugs are in our bedroom which is not exactly a high-traffic area. When I called to ask them what I should do to correct this situation, they told me to call the manufacturer. I bought the carpets from them, they should stand behind their products. I WILL NOT BUY FROM THEM AGAIN AND NEITHER SHOULD YOU!
Competitive prices! Very easy to work with and fast shipping. They have a huge selection to offer and easy browsing is provided by having filters available by sizes, color scheme, etc.
I had a coupon code and forgot to use it when I placed my order. The customer service agent took care of it and was friendly and helpful. Thank you, Karla!
Great experience purchasing a Karastan rug from Rug Studio. Katie provided excellent customer service.
I ordered a rug online. I received it promptly in perfect condition. I have attached a photo but it doesn't do the colors justice. Very happy with my new Karastan rug.
My experience has been great. I've found rugs that meet my needs and price range and that I am really excited about. AND customer service through online chat has been excellent.
I am a fan of spinx rugs and this company has them at a great price. Orders arrive quickly and the products do not disappointed. The one in my heavy traffic is 7yrs okd n i still love it!
Denise, thank you so much for your kind words!
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 Francoise, I am sorry to hear about your troubles returning your purchase. I assure you, our return address is not a rural route but is in a very central part of the city of San Antonio. This size rug is generally shipped via USPS for under $10. Next time you need help returning something, please reach out to us and we can offer you a link to acquire a return label on our UPS account, however, sometimes USPS is much cheaper for this size. We are always willing to help. Thank you!