benisouk.comReviews of benisouk.com

The rug we bought arrived and looked dirty and didn't match the colors we saw online. (I'm on a very high resolution apple monitor so that could not be the issue). We sent the rug back within their "7 day exchange period" which doesn't make any sense because we rushed the rug back, which was quite expensive, and they didn't email to say it was delivered until 2 weeks after the actual date of delivery. We tried to email several times with no response. We tried calling as well, but no one ever picks up the phone or returns voicemail messages. They took 20% off the refund for "restocking", which was stated, but i don't think should be taken if the rug didn't match the description/photos. I would never buy from them again. Terrible customer service.

I purchased a large one-of-a-kind vintage Moroccan rug from Benisouk. Because it was vintage, I had a question about if it had been professionally cleaned before I purchased it, and the representative got back to me within 24 hours (yes, they clean all vintage rugs before sale). The rug was in-stock and shipped immediately. It arrived in less than four days, which I was shocked by given that it came from Morocco to California. I love the rug and it is beautiful, however the colors of the rug as depicted in the photo on the website were inaccurate - the rug is many colors, but a large section I thought was a subdued grayish pink is actually a very bright pink. I still love the rug and the color still works with my decor, but I probably would not have purchased this rug had I known the true color. I am positive it was not due to my monitor as I always make sure to look at decor items on multiple screens and ensure any screen filters I have are off. If you are someone who is picky about exact colors, this may not be the place to purchase your rug. All that said, it is very high quality, very soft, and I get compliments on it all the time.

Benisouk gets an extra bad review for their lack of customer service. It started with the shipment when there was no notification of how long it would take or that it would take over a month more than listed anywhere on their website (it took 2!) to receive my order. And then when one of the rugs arrived, the color was NOT as photographed in the image. Red vs. Pink is very different when you're designing a room and paying a lot of money for something. Since I emailed to inquire, they have stopped responding. Quality of the rug seems fine but the color is what I'm concerned about. Based on reading other reviews, if something goes wrong, good luck. It's a risk/cost you have to be willing to take.

Buyer beware. Fraudulent company and purchase. Ordered 1st April with a 3-5 business day shipping promise. Followed up. No replies.

I ordered a custom rug. After 3 1/2 months of waiting I was sent the wrong sized rug. They even sent me an email before shipping it with a photo that looked like the wrong size. So I emailed back to confirm the dimensions. They replied stating the dimensions of the rug I ordered, which was almost a square, not the one they sent me, 5x8. Instead of making and sending me the custom rug I ordered they sent me the stock 5x8 rug. I'm still waiting on them to get back to me but so far I'm being ignored. Don't order from them. Edit- they sent me the "correct" rug. However the tassels on my white rug are brown, they look dirty and don't match the rest of the rug. The reason the rug took 4 months was because it "didn't pass quality control" the first time so they had to remake it. But not sure why it was allowed to pass quality control this time. They did let me keep both rugs as an apology but really wish I had a better experience.

I've since come to realise my experience is identical to dozens of others, making me wish I had read reviews prior to falling for the glitzy website. The rug I bought was returned to Benisouk well within the 14 day returns window, and FEDEX has even said it was delivered. But according to Benisouk it is apparently 'stuck in customs'. Benisouk provide no proof of this, no evidence of any communication with customs, constant reassurances that they are 'working hard' to retrieve it from customs, but now six months in, I hold zero hope of ever receiving a refund for this and now they are not returning my emails. Benisouk states that we should use their own 'authorised' returns company, to guarantee delivery, but this is ludicrous. They quote you virtually the price of the rug to return it. I got a quote from the same company at a fraction of the cost of the return that they quoted me. Naturally I pursued that route. Now there is nothing to show for it. If you are thinking of purchasing any product with this company - spend a moment reviewing all the 1 star reviews first, and then draw your own conclusions.

Firstly, I would like to acknowledge the high quality of the products we have received from Benisouk, including one of the rugs from our most recent purchase. If there wasn't an issue with one of the rugs, we would have been singing their praises! This positive experience amplifies our disappointment with the issue at hand. The rug in question, a black and white Mrirt rug, exhibits a pronounced stripe of discolouration. This defect significantly detracts from its aesthetic appeal and overall quality. It has taken three attempts to get a response from Benisouk. We have now received a response indicating that this marking was a result of sunlight exposure during the drying process – are they saying it is not a defect? It clearly is. At no point during the purchasing process were we informed that such variations could arise due to the drying process. Had this been communicated, we would not have bought the rugs. Why would anyone spend a lot of money on a sun-damaged rug? Given the premium price and Benisouk's reputation for quality, such a conspicuous imperfection is unacceptable. It undermines the value and enjoyment of the rug. The lack of communication from the customer service team has been appalling - for a company that prides itself on quality, there is an issue here. They still haven't replied to me regarding my last email.

My rug is nice and the pattern and stitching are what I expected based on the pictures. It's really Soft and cushy under foot. Important note: it is more like beige not really white I wish it were more white as it's noticeable against my white walls and I don't love that