Reviews show a pattern of both satisfied customers and notable complaints. Many buyers report attractive, plush rugs and responsive customer service that resolved damaged or wrong-size deliveries. However, several reviews describe serious product defects (including mold and damage), disputed refunds, strict return requirements, and unexpected restocking or return charges. Prospective buyers should inspect delivery immediately, photograph any issues, read the return and restocking policy carefully, and preserve correspondence; some reviewers reported success using payment disputes when refunds were delayed.
Examples from available reviews (Dec 2021 – Feb 2026).
Buyer received poor quality rugs and experienced delayed refunds.
“BUYER BEWARE OF Boutique Rugs! THEY ARE SCAMS!!!!!”
Rugs delivered on time and company kept me informed by email.
“the company also kept me informed on delivery dates via email.”
Both delivered rugs were covered in black mold despite replacement effort.
“The rug I received was covered in black mold.”
Company charged for a rug they did not ship and delayed refund or communication.
“They charged my credit card, but they did not have the item in stock”
Many reviewers describe fast, helpful customer service and quick refunds for some issues, while others report denied refunds, restocking fees, or lengthy disputes.
A number of buyers call the return charges and restocking fees unfair and describe poor refunds; a minority report good product value on receipt.
Some customers praise tracking, quick delivery, and efficient replacements; others report confusing return videos, strict packing rules, and misleading stock info online.
Many buyers praise rug appearance and feel, but several reported defects: mold, damage in transit, yarn shedding, and samples that differ from photos.
Several reviewers report timely email updates and named representatives; others cite delayed responses, inconsistent website information, and poor resolution in some cases.
Overall impressions split: numerous customers are satisfied with rugs and service, while a significant portion report unresolved refunds, defects, or return disputes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Rug was too thin and reviewer was unhappy with quality.
“Not happy with quality. Too thin”
Website easy to use; rug quality excellent and reasonably priced.
“The website is easy to navigate with lots of filters to help narrow your search.”
Product shipped quickly and arrived as expected; very happy with rug.
“The product was shipped quickly and arrived as expected”
Incorrect item sent but customer service quickly corrected the mistake.
“customer service was quick to fix the issue and get the correct one on the way!”
The sample was mailed right away, thank you.
“The sample was mailed right away.”
Product and customer service were excellent.
“Excellent product. Excellent customer service.”
Item shipped quickly and matched the order.
“Quick shipment and exactly what was ordered!”
Return policy requires plastic wrap making returns effectively impossible for reviewer.
“Your return policy is almost impossible.”
Returned a low-quality rug but never received the promised gift card.
“they said they will give me gift card but I never received any gift card.”
Rug arrived quickly, color slightly different, fits well under king bed.
“But I am very happy with it.”
Rug exceeded expectations; shipping was fast and quality excellent.
“Better than expected.”
Despite payment platform issues and wrong shipment, Boutique Rugs refunded and helped.
“Boutiquerugs.com refunded my money and helped me deal with the craziness of Venmo/ PayPal.”
Rugs are average quality and additional rug pads increase total cost.
“The quality of their rugs is average.”
Happy the rug was still available and they could replace my damaged one.
“I LOVE this rug so much”
Rug matched online photos; reviewer recommends a rug pad.
“The rug looks as it is shown online.”
Initially upset about non-returnable sample, company later issued full refund and $50 gift card.
“They issued me a full refund and also allowed me to keep a $50 gift card as a courtesy”
Reviewer finds the rug beautiful and nice overall.
“Beautiful rug!”
Customer service was extremely helpful during first Boutique Rugs purchase.
“Customer service was extremely helpful.”
Great customer service persuaded reviewer to become a returning customer.
“Grateful for the great customer service- it’s making me a returning customer”
Customer service promptly returned the wrong-size order and communicated updates.
“The customer service was exceptional”
Rug arrived quickly and exceeded my expectations, no creases.
“Quick delivery and rug is even better than I hoped!”
Rugs delivered on time and company kept me informed by email.
“the company also kept me informed on delivery dates via email.”
Customer service efficiently refunded a damaged rug and resolved issues.
“customer service was efficient and money was refunded quickly.”
Company issued full credit after a damaged delivery and resolved it.
“I was issued full credit to purchase again.”
Both delivered rugs were covered in black mold despite replacement effort.
“The rug I received was covered in black mold.”
Customer service was prompt, professional, and helpful despite order issues.
“their customer service has been absolutely kind and understanding and very helpful.”
Beautiful rug and customer service quickly resolved the wrong-size delivery.
“The rug is beautiful, plush, and soft.”
I'm very happy with the gorgeous Neola rug.
“My rug is gorgeous (Neola)!”
Rug is durable, soft, and resists showing dirt.
“It is rugged but soft and doesn’t show the dirt!”
Overall love the rug, though some yarn is coming out.
“some of the yarn is coming out.”
Reviewer received a poor-quality rug and was charged a $50 return fee.
“They charge me $50 to return the rug”
Customer service quickly and thoroughly resolved my gift card and return issue.
“The customer service team was quick to help me with my gift card/return issue.”
Company provides excellent customer service and honors its commitments.
“Customer service is off the charts.”
Product differed from photos and company demanded a $100 restocking fee.
“They will not give me a refund unless I pay $100 restocking charge”
Reviewer upset that returns cost money and only offer gift cards instead.
“The charges are very expensive and why would I want a gift card.”
Reviewer praises product quality and attentive customer support.
“Quality products and quality customer support!!”
Elvie provided wonderful support and resolved my issue.
“Elvie was wonderful in resolving my issue”
Return was denied over not using plastic wrap, limiting refund.
“My request was DENIED, because I didn’t roll the rug and wrap in in plastic wrap!”
Sample differed from photos and included unexpected long knotted fringe.
“The product i received was not even close to the photo.”
Company charged for a rug they did not ship and delayed refund or communication.
“They charged my credit card, but they did not have the item in stock”
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.
Boutique Rugs is an online retailer focused on area rugs, runners and room-size carpets for residential customers. The company markets a wide range of rug styles and sizes, offers sample orders and ships directly to consumers. Buyers searching reviews should check product photos, shipping and return policies, and available customer support channels before purchase.