ThePerfectRug

I ordered a large rug. It came with pulls already in the rug. Chairs were placed on the rug, which get moved periodically, and there are permanent indentations in the rug where the chairs have been. I was told that all this was a normal part of a rug.

I ordered 3 rectangular rugs of same material and pattern. Left clear instructions on my original order. The rugs' pattern did not follow the same direction. And they are not willing to offer any solution.

I've been waiting over two months for my rug. They shipped it to the wrong part of the country. I tracked it down through the freight company myself because the people at Perfectrug do not return calls as promised. I think my rug got shipped back to perfect rug and should be coming my way but I have received no updates from the company. I asked to cancel my order but was told no. Meanwhile, they have had my $1,200 for months and I have nothing to show for it. Find a different custom rug company!

Understanding that we are amidst COVID, it was unfair to expect quick shipping times. I was prepared to wait a while to get my rugs. But the problem here is managed expectations - 10 days after I ordered, I had still received no shipping/tracking information so I reached out and a customer representative said that it was in the warehouse and that it would be shipped within the next day or two. Queue 5 days later, I reach out once more and the customer representative says that she was notified that it definitely will go out that day. Then another week goes by, I call to update my address (as I just signed a new apartment lease) - turns out the rugs never left the warehouse. I send a rather angry email detailing the fact that I have been waiting now over a month for 2 small rugs, and every time I reach out the promise was that "it's coming, it's coming." 2 days after that email, I get a shipping confirmation and then finally a message with the tracking details. If you know it's going to take you a month or more to ship these things out - say so - don't lie and say: oh it's DEFINITELY going out in the next few days. It creates expectations that you clearly can't fulfill. I have serious doubts about the supply chain and professionalism. I have serious doubt about shopping here again.

I placed an order in April for 2 custom sized small runners. Estimated delivery was 2nd week of May. I emailed them on 5/31 to inquire and was told I would receive a shipping notification by end of that week or early following week. No shipping notice has been sent to date. Additionally no response to the 2 follow up emails and voicemail left with customer service. It is now mid June and I still don't have my order. I will be contacted my credit card company as they charged me in full back in April so I will have to go through a process to get my money back on a statement that is now 2 months old and already paid.

We purchased the Alfa Beige rug from The Perfect Rug for our son's bedroom. We were happy to have found a custom size rug in wool, and we ordered samples to make sure we were buying the right rug.

The rug looked nice when it first arrived, though we immediately noticed a lot of shedding and off-gassing, and hoped both would be temporary.

The off-gassing did subside after a few days, but the shedding continued to the point that we've had to vacuum all nearby rooms daily to manage all the wool lint spreading from the rug.

In addition, after just a few months the rug has started to pill quite a bit, so it no longer looks as good as when it arrived (see attached photos). The rug already looks old and worn, even though the Customer Service Manager had said the rug should last at least five years (when I asked him this before buying the rug).

Finally, both my son and my husband have been experiencing an allergic reaction (runny nose and red, itchy eyes) when they are close to the rug. We are trying to figure out what could be causing this, as they are not normally allergic to wool or wool products (we have several other wool rugs in the house, and my son wears wool clothing regularly).

After three months we contacted the company to report the shedding, pilling, and allergic reaction. The Customer Service Manager who replied asked what type of vacuum cleaner we use to clean the rug. I shared that we have followed the care instructions that came with the rug, using only a residential vacuum cleaner on the normal setting with the regular floor attachment, which is very soft and gentle. We have not used a rotating bristle brush or beater bar.

Our vacuum is a Dyson v8, and on the normal setting the suction is quite gentle. We use this vacuum cleaner on our most valuable furniture including designer armchairs, sofas and other wool rugs, and have never had any issues.

Even though I explained this multiple times, the Customer Service Manager kept repeating that our "vacuum damaged the rug."

The Customer Service Manager wrote: "In the care and maintenance tips and terms and conditions, as well as several other places on our site, we explain that you do not want to use a Dyson because it may damage the rug."

In fact, the maintenance instructions for the rug did not specify anything about a Dyson (see screenshot below).

The Customer Service Manager further said: "The claims team denied the claim because we had no control over use conditions after the rug left our facility."

This kind of response basically means that there is no way to return or exchange a rug from the company, even when the product has serious issues, some of which started as soon as it arrived.

I am deeply disappointed with the company's lack of attention to our concerns. Before buying the rug I asked a lot of detailed questions so that I would know the quality of what we were buying. At this time I feel I was misled into buying a rug that was much lower quality than I expected.

Another concerning thing is that the review I wrote for this rug has not been posted on the company's website along with the other reviews. Does this mean the company censors the reviews? I read a lot of reviews before making the purchase, and would have liked to know if there were negative review that were not posted.

I would not recommend buying a rug from this company.

Dear Friends
We ordered custom rugs in July of 2021. The total amount paid on July 18,2021 was $3486. 28. We received a shipping confirmation in Sept. For the rugs and we trusted The perfect Rug to complete delivery. The rugs were going to a cottage that is uninhabited in the Fall. Our caretakers brought in a lot of packages and we made the mistake that the Rugs had been brought in. In early June 2022, we realized that the rugs were never delivered. We called the perfect rug and Brooke, customer service manager, could not produce any proof that the rugs were delivered to 16 Gosnold Rd, nor could she explain the "white glove" delivery service. We asked for a reshipment of the order that we originally placed. The perfect ring declined to help and said that all we could do is file an insurance claim and if we wanted the rugs then we would have to place a new order. We wanted the rugs and felt like that things would work out, so we paid for another set of rugs. These were delivered and we were happy with them. However, a few weeks later we learned that the insurance claim was denied and that there was nothing more the Perfect Rug could do. We asked to speak with the owner, Mary Wilson, and the request was repeatedly denied. Finally, we made an offer for a refund of 50% of the rugs we paid for but never received and there is no proof that they were even shipped. We picked 50% because this is an average gross margin amount for retail. We were asking for the profit from the rugs we never received. We were being kind. The Perfect Rug and Brooke, the customer service manager, denied the request and said all they would do is give us a credit. The Perfect Rug does not care about it's customer, they lack any moral compass, and we would never recommend them to anyone. They lack a moral and ethical foundation which is the bedrock of capitalism. Please stay away.
Willis and Ashley Logan

After not receiving rug we initially purchased, this rug arrived with a horrible smell that lingered for months. The material is awful and cannot be cleaned - even carpet cleaning companies will not touch it. Customer Service is of zero help. Find your custom rug elsewhere!

terrible trouble trying to place an order, kept saying there was a problem and to try again later, took about 5 hours to complete submitting order. Choosing etc went fine.

We purchased rug for our kitchen that was a tripping hazard so it is now rolled up in the box and sitting in my garage. We don't even want to give it to someone for free because of our concerns. We have many seagrass rugs(from other companies) and this is by far the worst.

I had an awful experience with this company. The rug well over three months late. I paid for white glove service but they just dropped it without any signature in my driveway and walked away. White glove service was about $250. That means taking the rug to room of choice, unrolling it, inspecting it and then accepting or not accepting it based on its condition. There was none of that. Customer service is a joke. Prepare to be tortured. They lie about literally everything. Do not trust this miserable company. I've dealt with vendors that are pretty bad as I fix houses but this one is in the top 1% of miserable companies to deal with. Read other reviews on other sites and you will see that lots of people write negative reviews on this company. They all write about the same thing. The timing of the rug ( late late late….) and customer service ( rude rude rude as in omg!) and of course delivery. ( white glove service? Do not deal with this company. Making rugs is not rocket science. You take an order. You collect money. You make the rug in a reasonable amount of time and you then deliver it. They cannot seem to do that. Why? I don't know. They shouldn't be in business.

I have ordered a square sisal rug. I would like to order a matching runner on the same order but you do not give me that option. NOW I have to start all over again and order the runner

I customized a rug on the website and in order to get to a price it takes you along the purchase path. I created a rug but thought it was a expensive and wanted to think about it.

Next day I went back to the site and saw that I could order a sample. So I created my sample and ordered it.

Unbeknownst to me, the site ordered the rug I had designed the day before. I didn't get any emails confirming this purchase and didn't realize that I was charged for the purchase and shipping until the rug showed up at my house.

The owner has been unresponsive and I am out $800!

Shopper beware! And I recommend setting up text notifications on purchases from your credit card to protect yourself from sketchy businesses like this one.

One of the borders came unthreaded. The rug was a bit expensive, but I decided to invest in it since I required a specific measurement