benisouk.comReviews of benisouk.com

Response from benisouk.comSep 19, 2026

Hi Ann, Thank you for taking the time to share your feedback with us. We’re genuinely sorry that your experience wasn’t what you expected, especially after waiting for your rug to arrive. We took a close look at the concerns you raised. Your rug was quality-checked, and the color was found to be within our specifications. That said, we completely understand that a color can look quite different in a customer’s home. Since our rugs are handmade from natural materials, lighting, surrounding furniture, and the overall room can all affect how the color is perceived. We also checked the measurements. Your rug measured 286 × 378 cm (around 9.4 × 12.4 ft), while the ordered size was 9 × 12 ft (around 274 × 366 cm). This is within the 5% size variation we mention on our website, which can occur because each rug is handmade. We also confirmed that the fringe was not added by mistake. When placing an order, customers can choose fringe on one side, two sides, or no fringe, and your order was placed with fringe on one side. As for the smell, because the rug is made from natural wool, it can sometimes have a noticeable wool smell when first unpacked. This can be more noticeable after the rug has been packed and enclosed during a long shipment. We recommended airing it out in a well-ventilated space, which should help the smell gradually fade. That said, we do understand that these explanations don’t change how disappointing the overall experience must have been for you. The delayed delivery, followed by receiving a rug that didn’t feel as you had expected, understandably made the situation even more frustrating. Although your on-order rug did not qualify for a standard return, we didn’t simply leave it there. We escalated your concerns to our team so they could take another look and see how we could assist you further. We really do value your experience with us, and we’re sorry that this order left you disappointed. We hope we can find a way to make the situation feel better from your side as well. Warm regards,

Response from benisouk.comJul 3, 2026

Hi Oskar, Thank you for sharing your experience, feedback like this genuinely helps us grow, and we want to be transparent with you and with everyone reading this. Every Benisouk made-to-order piece is hand-crafted by skilled artisans in Morocco using techniques passed down across generations. Our typical timeline is 10-12 weeks; yours took 13, simply because we said yes to your requests for changes along the way. That's not a delay we regret, it's craftsmanship in action, and it's exactly the kind of care we build our brand on. Before shipping, we shared photos of your finished rug, made the colour adjustments you asked for, and only proceeded once you gave us written approval. What arrived at your door in London was the piece you chose. We'd also gently highlight something we're proud of: because our custom rugs are handmade, not mass-produced, each one carries subtle, natural variations. That's not an imperfection, it's the signature of real craftsmanship, and it's something we're always upfront about. We'd love to turn this into a great story instead of a difficult one. Reach out to us anytime at [email protected], we're here and we care. With warm regards, The Benisouk Team

Response from benisouk.comJun 1, 2026

Hi Mary, we're really sorry your experience was this frustrating. We ship from both Morocco and Los Angeles depending on availability, and we should communicate that more clearly. The return process should never require multiple follow-ups. Please email us at [email protected] with your order number. We want to make sure this was handled fairly.

Response from benisouk.comNov 25, 2025

Hello Julie, Thank you for sharing your feedback. We truly appreciate hearing from our customers and are sorry that your experience has caused frustration. The rug you purchased was a made-to-order, handcrafted piece, created by skilled artisans who put their heart and soul into every knot. Each custom made rug is individually woven, and slight variations in size are a natural part of this artisanal process. You ordered a 4 x 6 ft rug, and the rug we sent measures 46 x 70 inches—slightly smaller than the nominal size (2 inch less), which falls well within the typical ±5% variation allowed for handmade rugs. Our artisans dedicate considerable time and care to each piece, ensuring that every rug is not only functional but also a work of art that carries the history, tradition, and unique character of the weaving culture. These small differences are a testament to the authenticity, warmth, and soul of handcrafted rugs Qualities that cannot be replicated by mass-produced items. For clarity, in-stock rugs are exact in size, so the dimensions you see are the dimensions you receive. Made-to-order rugs, however, celebrate natural variation and individuality. We sincerely regret if the disclaimer about size variation was not clear at the time of purchase, as we specify this slight size variation directly on the product page of the concerned items to ensure customers have this information before purchasing. We also note that this is not your first rug order with us, and hope you may consider in-stock rugs in the future if precise sizing is a key priority, as these items are available to exact dimensions while still reflecting our quality and design standards. We understand that receiving a handcrafted piece that differs slightly from the expected size can be disappointing. We hope that knowing the rug is within the handmade tolerance and the story of the artisans behind it helps you appreciate the care, dedication, and passion that goes into each rug. Every piece tells a story and brings a sense of warmth, beauty, and originality to the home it adorns. Thank you again for your feedback and for supporting artisanal craftsmanship and our dedicated artisans. Warm regards,

Response from benisouk.comDec 26, 2024

Hello Kim, Thank you for sharing your feedback. We sincerely apologize for the inconvenience you've experienced with your order. We understand how frustrating it can be to have delays and issues with customs and communication, and we truly regret that this has affected your experience. Regarding the situation, we want to clarify that your rug was not stuck due to any fault on our part. The parcel was held in customs because payment for duties was required, which is a standard procedure for international shipments. Once we were made aware of the issue after your complaint, we immediately contacted the carrier, Aramex, to ensure that the package was released from customs. They confirmed that the customs fees had not been paid, and we promptly requested them to resend the payment link so you could clear the package and proceed with delivery. We have no interest in keeping your parcel blocked, and we always strive to provide the best service and communication possible. We understand the importance of clear and timely updates, especially when it comes to international shipping, and we are working on improving these processes to avoid such issues in the future. Again, we apologize for the frustration you've encountered and appreciate your understanding as we work to resolve this. If there is anything else we can do to assist you, please don’t hesitate to reach out. Kind regards,