Many reviewers applaud RugStudio staff for quick, hands-on help and frequent order updates. Several customers also describe major problems with delivery, incorrect colors, and high return shipping costs. Product feedback is mixed: some call the rugs plush and well made, while others report shedding, loose fibers, or items “not as described.” Overall, reviews split sharply between strong service experiences and poor fulfillment or return outcomes.
Examples from available reviews (Apr 2018 – Mar 2026).
RugStudio provided outstanding, proactive customer service resolving delivery issues.
“They went above and beyond”
Very happy with the quality of the product received.
“Very happy with the quality of the product I received !”
Received a rug with completely different colors than ordered.
“The rug I received was completely different colors in all sections”
Received wrong rug and paid hundreds for return shipping and packing.
“THEY DO NOT PAY FOR RETURN SHIPPING.”
Service feedback often names specific representatives who tracked delays, scheduled pickups, and fixed order issues. A sizable set of negative reviews points to long delivery waits, shipping errors, and the company declining to cover return freight. Many customers praise fast responses by chat and phone, while several describe staff as unhelpful or rude.
Several reviewers mention good prices and quick shipping when the purchase went well. For people who needed an exchange or refund, expensive return labels and freight costs lowered the value. As a result, value depends largely on whether a return or correction was needed.
Many customers describe an easy ordering process, a helpful sample program, and convenient chat help while buying. Fewer comments raise usability issues, and these focus on how carpets settle—long flattening times and corner ripples that linger. A small number also say returns felt cumbersome when the item didn’t meet expectations.
Positive reviews describe thick, plush rugs that arrived in good shape and met expectations. Other customers report color differences, shedding in high-traffic areas, loose fibers, and items described as “not as described.” Overall, quality comments range from strong arrivals to clear defects.
Many reviewers point to proactive updates, clear answers that included photos, and effective backorder notices. Several complaints mention rude replies, weak follow-up, and orders canceled after repeated delays. Communication varies widely by situation and by channel (chat, phone, email).
Sentiment is split between many five-star reviews driven by helpful staff and multiple one- to two-star reviews tied to fulfillment and returns. Positive stories highlight problem-solving and satisfaction with the rug. Negative stories center on delivery breakdowns, color or condition mismatches, and unexpected return costs.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Sitejabber (20) · Reviews (19) · resellerratings.com (15) · bbb.org (1) · Quotes shortened · As of: March 2026
Multiple rug purchases had great quality and exceptionally communicative service.
“arrived in pristine condition”
High quality rugs with helpful samples and outstanding customer service.
“customer service is outstanding”
Damaged rug was promptly managed and customer service kept me informed.
“amazing experience because of the customer service I received”
Katie helped online to find the specific large area rug I wanted.
“Spoke with Katie online”
Multiple purchases with great prices and consistently outstanding service.
“The prices are the best in the industry”
Katie provided prompt and helpful chat support.
“I had a fabulous chat service with Katie about a rug!”
Katie was very helpful and assisted with my purchase.
“Katie was very helpful in assisting me achieve my purchase.”
Longtime customer praises vast selection and exceptional service.
“IN LESS THAN 10 MINUTES!”
Ordering and delivery were easy but return process was cumbersome.
“Initiating a return and having to "buy" a return label is a multi step process”
Large selection and smooth online experience with helpful service and samples.
“samples available with super easy return instructions”
Repeated purchases with great prices and consistently excellent service.
“Katie is the BEST!”
Received wrong rug and paid hundreds for return shipping and packing.
“THEY DO NOT PAY FOR RETURN SHIPPING.”
Representative Howard provided proactive, professional guidance through ordering delays.
“old world customer service”
Katie provided exceptional support and helped apply a discount code.
“went ABOVE & beyond to help me use a code that wasn't working for me.”
Received rug in wrong color and experienced very poor customer support.
“Overall, very poor customer support.”
Katie provided excellent and responsive customer service during purchase.
“Katie provided excellent customer service.”
Received a rug with completely different colors than ordered.
“The rug I received was completely different colors in all sections”
Company misrepresented stock and provided poor customer service.
“This company practices deceptive advertising and their customer service is horrible.”
Received excellent, personable customer service from Carla.
“She is the best customer service rep and her personality is adorable.”
Online photo did not match received rug and returns were burdensome.
“on-line photo did not match goods.”
Rug colors differed greatly from online photos and returns were costly.
“the colors were nowhere near what was portrayed in the online photos”
Helpful chat rep matched price and provided excellent service.
“I could not be happier with their customer service.”
Customer service made returning a sample easy and efficient.
“the return was made much easier by the Rug Studio CS department.”
Rug looked nothing like photos and returns cost hundreds.
“it didn't look ANYTHING like the photo.”
Quick response to return two sample rugs, pleased with service.
“I was so happy with the quick response!”
Sample and rug arrived quickly and looked fabulous in library.
“the rug arrived much sooner than expected and looks fabulous in my library.”
Delivery failed and rug color didn't match website; returns deceptive.
“The rug color is not even close to the color on the web page”
Samples charged immediately, backordered, and returns required customer-paid shipping.
“returnable means I must pay return shipping out of pocket.”
K was very helpful and timely in assistance.
“K as very helpful in a timely matter.”
Immediate customer service chat answered questions well; repeat customer likely.
“The customer service chat was immediate and responded well to my questions.”
Good selection and helpful real-time chat support eased online shopping.
“the real time chat support from Karla”
Provides everything needed at great prices.
“Everything you need at great prices...the Amazon of rugs”
Karla efficiently helped locate samples and provided a coupon.
“She immediately directed me the samples I needed and even provided me with a coupon.”
Quick response to a question about rug samples.
“Quick response to my question about rug samples.”
Loved the made-to-order American Dakota rugs and exemplary service.
“All the customer service I received purchasing the first two was exemplary.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
RugStudio sells area rugs and other floor coverings online. Its site lists rugs with photos, dimensions, and material details. Shoppers can request sample swatches and order full-size rugs. The company posts shipping and return policies and provides customer support by phone and chat.