Rug Studio

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!

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.

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.

Unfortunately, the sample we ordered did not work for us, but the return was made much easier by the Rug Studio CS department. I just emailed them, and they replied with directions to receive a return authorization.

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!

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 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.

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!

Just had my rug delivered today and the man that showed up asked me where he should put the rug. When I said he can just bring it right inside the door he smiled and said "oh no, I'm not allowed to enter your home" I'm not sure why he bothered asking me when his only option was to drop it on the ground in front of my house. I was visibly upset and he just laughed at me. I called rugstudio and they simply said there's nothing they can do about it and didn't seem to care at all.

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 2 of the Surya Pune rugs for my dining and hearth rooms. They look spectacular! We're moving from a fairly traditional to a more contemporary look and these are absolutely perfect. I think they work well with our more traditional dining room table and our contemporary coffee table. Ordering was easy and the rugs arrived quickly and were just what I expected.

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!

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

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.

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.

Ordering from Rug Studio was very easy and my rug arrived in 2 days! Unfortunately the color of the rug did not work out. Initiating a return and having to "buy" a return label is a multi step process which is not easy to navigate and less satisfactory than the ordering process.

Great experience purchasing a Karastan rug from Rug Studio. Katie provided excellent customer service.

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.

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 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 met Katie through your "chat" option and se took care of everything efficiently and professional. She was great. Thanks. Catherine Curry

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.

RugStudio was immediately responsive when I wanted to chat about my purchase. The representative on the chat site was able to give me discount on the rug that I wanted. The rug I wanted is just beautiful. This site has the best selection of Southwestern rugs of any of the other sites I have shopped. The quality of their rugs is the absolute best. I know I am going to love my rug when it comes.