ThePerfectRugReviews of theperfectrug.com

I would give zero stars if possible. This is a terrible company to do business with. Ordered an outdoor rug at the beginning of summer, that by all indications on their web site was in stock. Received the cleaner and accessories, but no rug or pad. I waited patiently for a few weeks and finally contacted them to inquire about my order. No reply. Contacted them again with less friendly language and they sent an email saying the material for my rug was backordered until 1st week of August. First week of August comes, no communication from them and still no rug. I contacted them again and they informed me the material was still backordered. I requested to cancel the order. No reply. Reached out again and they inform me the fabric for my rug is now in transit so I can't cancel the order. I challenge their position and they just keep saying, sorry for the delay but you can't cancel the order. Still no rug. No indication of when the rug might arrive. Nothing but shallow apology and excuses from The Perfect Rug. HORRIBLE CUSTOMER SERVICE. HORRIBLE COMPANY. Read the terms of service carefully. They basically say we collect your money the day you place your order and anything that goes wrong after that is not our fault. No refunds. No cancellations. You're screwed.

Terrible customer service and unreliable delivery. Ordered $1800 rug over 22 business days ago and still don't have a delivery date. Their info indicated delivery by 15 business days. I have emailed them(they dont provide a phone number) and they provide a vague ambiguous response it is being shipped??? What does that mean, Nothing. Dont trust them for a delivery. I will never order from them again. They take your money and then they are done with you.

The company has several areas in need of improvement: (1) offering virtual rug placement for customers purchasing multiple rugs in connected spaces and, (2) most importantly, providing better after-delivery customer service. I nearly purchased my rugs through Ernesta, which provided virtual renderings, but ultimately chose this company instead. Initially, I was very pleased with the sample delivery and the assistance I received from one of their design consultants. The issues began after delivery. Some areas of the serging border were torn, and when I reported the damage, the company responded by sending me a video instructing me on how to repair it myself. Alternatively, they offered to fix the rugs if I covered the cost of one-way shipping to their factory. I was shocked when they placed the blame on me, claiming that my home had moths or that I had accidentally cut the rugs while opening them. I calmly explained that I am a retired woman living in a brand-new retirement home, and neither my community nor my wool clothing has ever shown signs of moth damage. What frustrated me most was their reliance on a misleading statement from the delivery person. The company claimed that the driver saw all the rugs in perfect condition. However, I had not requested white-glove delivery because I needed time to determine their final placement. The driver initially attempted to leave the rugs on my driveway, but I asked him to at least confirm that all three had arrived before I signed for them. He did not inspect them for damage, nor did he stay to verify their condition. After many frustrating interactions, I escalated my complaint to the Better Business Bureau. Even then, the company stood by their inaccurate claims but eventually agreed to cover shipping costs and repair the rugs. By that point, I was exhausted by their dismissive attitude and unwillingness to take responsibility. Each interaction caused me stress, anxiety, and even spikes in blood pressure. Ultimately, I informed the BBB that I would rather live with the torn borders than endure further communications and inconvenience due to the company’s mishandling of the situation.

Six weeks later - still no rugs with different story every time I email. The one consistency is their refusal to cancel the delayed order. Do not buy from these guys - terrible customer service.

absolutely the worst service and worst quality of any online purchase i have made. The no return policy on oversized rugs works in this company’s favor. Avoid at all costs

It arrived in time. However, the rug I received is not even close in color to what I ordered. One thing, if the tone is off a bit, but the colors used were not even close. The picture on site were lighter blues, greens, and cream. I received darker greens, greys, and browns. Understand policy and would not complain if they were not so different. The company even knows the color does not match what is on their site. I will never order again.

I ordered a rug on October 28th. I was told it shipped on November 15th and was given a tracking number. The rug showed delivered to a different address on November 30th. Two weeks later, since it was not my address, I called the company to ask about my rug and was told the address was for the "white glove" delivery service and that they would reach out to me to arrange delivery. I asked for their number, but was told I could not have it. Very frustrating to be out money, not have my rug, and nobody can tell me when it's coming or where it is. I waited for a call or email, but there was none. Then one day the rug showed up dumped on my front porch. Not exactly the white glove service I paid for. I complained to the company, but they have not gotten back to me.

Making a rug is not rocket science. 1. You take an order. Not hard. 2. You take the money. ( they’re excellent in this area) 3. You make the rug. ( expect to wait and wait and wait…. Expect to deal with a miserable employee in “ customer service”… expect to be given 100 reasons why your rug is taking months and months to make….) expect to be told I don’t care by the company in 100 different ways… 4. You deliver the rug. ( the tricky part. Don’t pay for white glove service as it doesn’t exist but you’ll pay for it) 5. Expect your rug lying in your driveway one morning having just been dropped there. Obviously making rugs is too hard for them poor souls. You’d be better off buying at IKEA. Honestly the quality is better and you get it in a reasonable amount of time. My driveway drop off took almost four months. It said weeks. It was nearly four months. If you’re not in a hurry and want to be tortured then this is the perfect rug company for you!