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
RugStudio resolved delivery error and provided excellent customer service.
“not ONLY did a person pick up the phone”
Found desired rug at a much lower price with fast shipping.
“at one third of the price.”
Customer alleges rug was not as described and refund denied.
“item not as described”
Delivery took too long and the shipping experience was poor.
“The delivery process was awful”
Rug fibers pulled out and RugStudio refused warranty support.
“strands of fiber are coming out.”
Rug arrived with an unremovable plastic lock and poor assistance.
“This could NOT be removed”
Rug arrived with plastic anti-theft lock and discourteous response.
“tuck the plastic lock under the rug”
One matching rug was repeatedly delayed and eventually canceled.
“I ended up canceling the order for the 2nd rug”
Customer reported defects but RugStudio refused return or exchange.
“they told me that there was nothing wrong with my rug”
Rug is shedding in high-traffic areas and showing wear.
“Rug is shedding in high-traffic area”
Reviewer says communication with the company was terrible.
“Would never order again.”
Rug is great but delivery took a long time.
“it just took a long time to get here”
Overall experience was great despite the rug being expensive.
“The experience was great.”
RugStudio provided outstanding, proactive customer service resolving delivery issues.
“They went above and beyond”
Fast service and friendly employees; beautiful rug.
“Fast service and friendly employees.”
Very happy with the quality of the product received.
“Very happy with the quality of the product I received !”
Delivery flawless and the rug exceeded online appearance expectations.
“The delivery of the rug was flawless.”
Rug is beautiful and delivery proceeded as planned.
“Rug is beautiful, delivery went as planned.”
Rug took about a month to lay flat and still has ripples.
“Corners are still a problem”
Rug matched description but still has roll indentations after weeks.
“Still has roll indentations”
Staff were rude and communication about pickup was poor.
“the staff were very rude about my not picking up the rug.”
Rug is thick, plush, and attractive despite slightly different color.
“Very thick and plush.”
Previously ordered rugs were good quality and arrived quickly.
“Rugs were a very good quality.”
Rug arrived promptly and matched expectations.
“Rug arrived promptly and was exactly what we wanted!”
Becky proactively updated me about backordered rugs until arrival.
“Becky from Rug Studio let me know they were on back ordered.”
Reviewer states the rug and service were excellent.
“Rug and service were the best!”
Rug arrived quickly and in perfect condition.
“Rug came in perfect condition very quickly after I ordered it!”
Ordering and shipping were quick and the rug was perfect.
“Rug is perfect and ordering experience was excellent.”
Happy with rug runners, anti-slip pads, plushness and color.
“Rug is nice and plush and great color (navy).”
Customer service was helpful and samples aided confident online purchases.
“they are fabulous”
RugStudio resolved maker issues and communicated clearly throughout.
“Becky worked tirelessly to communicate every step of the process.”
Becky arranged pickup, refund, and excellent customer service for color mismatch.
“The customer service from Becky was phenomenal!”
Customer service was prompt, helpful, and reliable.
“so helpful, kind, responsive, and actually follows through”
Returns were handled promptly and courteously by multiple staff.
“The return process was simple”
A real person provided clear answers with photos and specs.
“actually got a clear answer from a real person”
Morgan provided exceptional help and professionalism when finding a rug.
“he went above and beyond on my opinion helping my find a rug.”
Process was very nice and easy for reviewer.
“it was very nice for me and easy one. thanks”
Customer service promptly found requested rug and provided link.
“Thank you Karla for providing outstanding customer service.”
RugStudio proactively monitored delays and coordinated delivery around move.
“RugStudio contacted us immediately when the delay was known.”
Company shipped despite cancellation and demanded expensive freight return.
“it will cost $245.00 to ship by freight back to them.”
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.