Modern Rugs - www.modern-rugs.co.uk

Really poor experience with this business.If you are like me, decided to order from them because of the 'fast delivery' - think again. They have no rugs in stock, they order from suppliers and it it will take a week if lucky for the good to arrive.

Their 'live stock' promise is rubbish. And if you are hoping to speak to anyone - good luck with that!

My experience: Ordered one of the more expensive rugs from their website instead of a reliable rug seller as Modern rugs claimed they show 'live stock' updates and offered an 'express delivery' with my order when the other website were honest and gave the realistic but not suitable delivery time. I got the order confirmation and started to get worried when the night before the delivery date there still were no dispatch email.

Today i called them in 25th time - they never answer the phone, do the call back - so it was pure luck that after 5 mins ringing someone picked up a call. Turned out - not only they have not dispatched it but they have not even looked at the order. Then they blamed the 'system' on the technical glitch. I insisted on the express delivery - they admitted they did not have rugs in stock and they need to order from the supplier and then dispatch to customers. Not good - they offered to dispatch directly from the supplier and delivery time 2-3 working days, however 'more likely the order would arrive by mid next week or end of next week. Hang on - that's 7 working days!

Anyway, since that call - still no comms, called them again only to hear their lines are now closed at 16:40 (website says they work 9am till 5pm). Customer service is non existent - not one email answered, took me 3 days to get through to them on the phone - no one ever picks it up. Live chat - is just a 'send us a message' form. I highly doubt that the positive reviews here are genuine, especially regarding the fast delivery and experience with customer service. Stay away from this so called business.

Purchased a £120 rug from this company. There was a fault in the fibres, when i contacted them and told them that quality control missed it they told me they do not check there rugs at all before sending them out, what sort of company does this when they are selling rugs that are not exactly 'cheap'. I will no longer be purchasing from this company and would advise other potential customers to think very carefully before they do. There are other competitors out there that would offer better value for money and better customer service.

I have just rung wovenground to enquire about samples only to be told that there are none available to be viewed and that I must open a Twitter account if I want to find out when and where a showroom will open. Snappy and unhelpful! Treated as if I was wasting her time. We were serious purchasers and will now take our business elsewhere. Do these people want to sell anything??

We ordered a rug online but decided to exchange it for a larger rug. Several phone calls and emails later their customer service department has still not bothered to return my call or respond to my emails. It is impossible to get through to them on the phone and you are only given the option of leaving a message which I have done now 4 times. No-one has called me back.

Do not waste your time or money!

ordered my rug online on Sunday, rug arrived on the Wednesday, and customer services dept called me to see if I wanted my rug delivered or the option to collect it. I arranged to collect it and it is now down in my lounge and it looks stunning. This is a rug that is in the basics section, but is still a very nice rug, do not overlook the basic section. Ordering online was very easy, and the lady in customer services was more than helpful. Hats off to wovenground

I ordered a Harlequin rug through the online store for 735 pounds on October 26. 3 and a half weeks later after chasing once we finally received our rug but it was the wrong colour and the smallest size which was about half the price of what was debited from my account. I am in the process now of trying to ne'er stand how long it will take to correct their error. If it takes another 4 weeks I will be requesting a full refunds. Do not waste your time or money with wobven ground.

I have to say firstly that i read the reviews on the review centre & was a little put off by the idea of shopping with this site. However my husband told me to call & have a chat, he said people only complain when they don't get everything their way or have unrealistic demands.

He was right - I called. Im so glad I did.

They were supper helpful, the lady on the phone went through what i was looking for & event asked me to take a couple of pictures of the room so she could help visualise what I was trying to achieve. Im so glad as the rug i wanted was totally wrong and it was only with their help that i made the right choice.

I wanted a oversized rug for a big old sitting room, the floor boards have big gaps & our room is cold.

The lady helped me pick the perfect rug & then even took my order over the phone save me having to sit & enter all my information. The rug arrived within 7 days and is perfect.

Its so nice in this day & age to actually be able to talk to someone who cares & get great service from an online retailer who knows their stuff.

Well done wovenground - I will be telling all my friends about you.

We bought two rugs on line and when one was delivered the packaging was open and the rug had grease on it. I had seen the poor reviews about customer service and was a little worried about now having to call and resolve. When you call you're not given the option to hold, only to leave a message (which I did), but I thought (wrongly) that no one would listen. However, I had an email from them within half an hour (so someone does listen to the messages), took some photos and emailed them back. We are moving promptly and so I needed the other rug quickly, I could never get through on the number (tried probably 10 times or more), didn't matter which department I pressed, always asked to leave a message - so I did everything via email - and it worked fine. I had the replacement within the week and the damanged one was picked up at the same time. I also noticed that I received emails out of office time and at the weekend, so someone is working. I've not given 5 stars as the phone should really be answered, but my experience to solve a problem (via email) was very good and quick. Rugs are perfect by the way too!

Fantasitc customer service, the advisor who took my call was a delight to talk to. She was very helpful and Woven Ground should be proud of her. Many companies today do not take the time to talk to their customers so it was refreshing to receive such wonderful customer service. My rug arrived very quickly and it looks really good in my dining room. I will recommend this company again and again.

I do not have any negative comments to make. A 100% satisfied customer!

On may 17th we have bought two rugs worth £ 696 with a delivery time of 2-3 weeks or 14 working days. Having received nothing until today 6th June we kept calling to find out about delivery. Every time we have been told that someone will call back but they did not. Finally yesterday we were told that one of the rugs will only be coming in UK next week and shipped to us probably next week. This means 4 weeks for a rug which is not what we wanted. We cancelled the order but they refused to refund us although the rug has not been shipped out of Holland ... We will refer this to Trading Standards and dispute with credit card company but be aware that you will have to wait for over a month for a simple rug.

NOT A SINGLE APOLOGY BUT A STROPPY LETTER FROM THEIR DIRECTOR.