Rug StudioReviews 110

I received my rug from Rug Studio and I felt like it was defective. I sent photos to customer service and they told me that there was nothing wrong with my rug and that I would "grow to love it". They refused to exchange it or allow me to return it. Their customer service is abysmal.

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!

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!

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.

What's not to love about Rug Studio? Internet presence, huge selection, samples available with super easy return instructions, helpful chat service, save 20% coupons, speedy delivery, name brand manufacturers. I'm so happy my rug journey led me to Rug Studio! Indiana is too far from Texas for an in person experience, but Rug Studio made the whole process easy.

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 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.

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

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.

This company sold me three rugs all listed as available on their website, I received an email after I placed my order stating the runner I ordered was on back order but would ship by December 30th. I contacted the company on Jan 6th since I had still not received the runner and they told me they do not keep the items in stock but drop ship them directly from the manufacturer. I told the rep that I had called when I got the email to cancel and the rep and was assured that the larger rug would ship and prob sooner than expected ship date. The person I was talking with said no one would have ever told me that and when I asked for a return label for the two smaller rugs I had already received but were no good without the runner she told me they didn't do that and could only offer me a discount tag and that I needed to read their website policies. They have since offered me a return since I posted a negative review on their website. As the dated pictures below show, they are still showing the rug I ordered in stock which they have not had since I ordered it on the 30th. I got a resolve to my issue by contacting oriental weavers directly and a representative was very helpful in getting me a date on when I would finally receive the runner. I decided to keep the smaller rugs and wait the two more weeks for the runner simply because it would take longer to return and process a refund. This company practices deceptive advertising and their customer service is horrible. I would not recommend nor will ever buy from this company again.
Update rebuttal due to rug studios comments below: these rugs were ordered in November of 2020 long before COVID caused any delays and they were weeks late not days. Your company knew you had zero of these rugs in stock and continued to show them in stock after I called and complained to you about your sales practices. I stand by my review and my pictures show when I ordered these rugs and that your page showed them as available when they weren't.

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.

I ordered an 8x10 rug. The rug was not in stock in the showroom, so it was shipped from the vendor - Exquisite Rugs. Because the rug was not in the showroom, there was no one to answer my questions about the rug, including colors, etc. I know I took a chance on an expensive purchase, but I ordered the rug anyway based on the beautiful pictures of the rug online. The rug delivered to me was AWFUL. It was clearly the correct design, but the colors were nowhere near what was portrayed in the online photos - and NOT in a good way. Rug Studio asked me to send a photo. I sent a photo of the rug and included a side-by-side photo of the rug from their website. They forwarded my complaint and photos to Exquisite Rugs. Exq Rugs claimed the rug was "not defective" and totally disregarded the blatant differences between the rug and online photos, except to say there was a difference in lighting - which is just completely ridiculous in this case. In the end, Rug Studio stood with Exquisite Rugs instead of me - their customer. It cost me over $250 to return that awful rug to Exquisite Rugs in CA.

So, I say "buyer beware", at least for online purchases from rugstudio.com.

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!