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Grace B.

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Experience: Home & Garden

Member since February 2019

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1 Review by Grace

It wasn't a pleasant experience! I am generally happy with the products that I purchased online except for this time. I ordered a custom rug on September 23rd, 2018 and I am still not receiving it today. Called the company a few times and the customer service staffs were not helpful at all. They sent me an email said that the rug will deliver on the week of February 18, however it never came. I called again. This time they said they don't have the rug yet. The email confirmation that I received was just an estimated schedule. I am very confused! Don't know where my rug is. I wanted to request a refund but the company refused to refund the payment.

I don't recommend anyone to order a custom rug through this company.
Gary P. – Modern-Rugs.co.uk Rep
Thanks for taking the time to leave a review.

The lead time given on our bespoke products are estimates. The majority of the time we are able to deliver the product in the estimated time. However, sometimes manufacturing delays are encountered and lead times can be extended.

Your bespoke rug is hand made in India. It is made of a combination of premium wool and bamboo silk, the process of merging the two together is a delicate one and one that can take some time to complete.

We do understand that a lack of clarity on dates can be frustrating and this is something we will aim to improve on moving forward.

I can see that we have now delivered your rug to you.

I hope it is everything you hope it would be.

Thanks - Gary - Modern Rugs

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