Extremely rude customer service. Do yourself a favor and take your business elsewhere

Amazing selection, fair pricing and impeccable install. However, client service over the phone and in person needs significant attention. Sheila Webster is a wonderful example of A+ service. Thanks Sheila. read more

We chose the Rug Merchant after hearing great things about them and having a couple of estimates done by Empire etc. and chose to go with them for the vastly broader selection, quality to value, and personal attention to detail they take in taking on jobs. The owners, Hillary and (Steve?) are great to work with. Where most people tend to focus on price as the sole factor for many of their home improvement projects, the olde adage of you get what you pay for often holds true as well. We found a great non-standard carpet that fit our style and needs for a basement finishing job and came out about the same of where we would have going national chain, but the offerings and quality, as well as customer service experience were far superior. They really were able to convey what the differences were in what you were getting, durability and cost, and found a great carpet that wasn't available from a big discounter. Four years out the carpet, and composite flooring we put down in one area still shows like new despite getting regular to heavy use. By comparison, the standard stuff we have through the rest of the house when we moved in started showing its age within a year or two. Will go with them again when we have the rest of the house done... read more

I dropped my rugs off to be cleaned 12 days ago. I was told they would be ready in 10. Mind you some of these are the rugs to my entryway which stop mud and dirt from coming into my home. I called this morning and was told this is their busy season, they were closed for Christmas and they would try to clean them on Saturday and get them to me on Monday. Apparently it's also weather permitting as they clean them in a van. I was not forewarned of this either. She was short with me as if I should have expected this. I will be picking up my rugs today and bringing them elsewhere. I would not use this company again. Poor service. read more

I haven't updated since 2010, but I have had the pleasure of dealing with the Rug Merchant many times over the years. Their service is consistently excellent, the advice is on target for my needs and the quality is always there in product and installation. I have worked with Steve since the beginning and have never been disappointed ! My "personal shopper" Sheila is unfailingly patient and has an amazing ability to guide me to the perfect choice. Thank you for many years of great service. read more

Apparently their sales rep when visiting clients has no problem parking in a neighbors driveway blocking the neighbor from leaving his own driveway. How inconsiderate , rude and unprofessional these people are. license plate # CPTGUY MASS commercial plate. I want to park in their driveway when they are trying to get somewhere... P.S. they treat people like doormats read more

this business is truly a "get what you pay for" awesome company. their customer service is outstanding and they are super helpful in the showroom to help pick out exactly what you need. Looking for a rug can be overwhelming to say the least with so many choices but the people who work there are good listeners and great designers. I hate to pay top dollar but in this case, the pricing is competitive and they will help find alternatives at all price points right down to their remnant room (amazing deals on precut sized area rugs ready for binding) to their "last chance" room where you can find beautiful wool rugs at a fraction of retail pricing as last floor models or returns. I had an experience last week where their customer service was let's just say, beyond exceptional. I was happy to yelp this buzz and will be happy to return for my next project. read more

I went there for rugs and this lady Paula was rude trying to tell me that I couldn't afford the rug that I wanted to purchase just because you're not dressed fancy walking in a damn store doesn't mean anything I wouldn't recommend this place she's rude read more

Very nice selection. The staff was very helpful and provided a lot of good suggestions based on my description of what I liked .

Absolutely horrible customer service. Was there for more than an hour. Completely ignored. Finished up with a customer to not even ask if I needed help but on my way out the door I see her in office snacking and chatting. If you are looking to be ignored then go there. Good news was I got the rug information and found on overstock for free shipping plus saved sales tax. Saved myself $375! It won't let me give zero stars so it has to be 1 star read more

They definitely need to work on their customer service . I've worked with Steve twice and he was great. I've received no response from Hillary when trying to set up an appointment. I'm not chasing these people down. read more

We paid over $1000 for a 9x13 Jaipur rug in Sept 2017. Over the last few months we have noticed a straight line going through the carpet that looks like a seam . Now the actual pile is falling out of the seam and The Rug Merchant contact , Hilary Ripa, is telling us that its a bit over the 1 year Warranty. Its about 6 months over the so called warranty but to have the carpet pile actually fall out is certainly beyond any question the carpet is in fact defective. So far we have been handed off by The Rug Merchant to the dealer Jaipur and it appears that The Rug Merchant does not stand behind its customer, us. We can now see the backing of the carpet. I will change this review if we actually get some resolution but right now I believe The Rug Merchant is a rip-off. DO NOT BUY THERE! read more

I went to the Rug Merchant for the first time recently. Pros: Nice location with easy parking Incredible selection and variety (broadloom, area rugs, etc) Store was calm but not so that you felt the need to whisper Plenty of staff Lots of full size take-home samples Cons: Though initially friendly the staff dropped me like a hot potato when I mentioned my project wasn't commencing for a almost a year. If I wasn't giving them a sale that day they didn't want to entertain me. Final thoughts: I will use them for my remodel as their selection cannot be beat but I would just warn people who are "just looking" to be aware that lookers aren't liked. read more

Great selection, helpful staff. Install and delivery are on time and courteous. Best selection in the area. Steve and Hilary are wonderful. read more

Great experience with Rug Merchant and all the folks I worked with. I was doing a very small job (runners down two stairways) but was treated no differently than anyone else. Gentleman who came to measure was on time, super nice (even trimmed some existing carpet while in the house :), and called as he said he would with recommendations. Installers showed up on time, were professional, nice and worked quickly and cleaned up after themselves. All around great experience. Plan to expand/renovate house next year and will return. No need to shop around. That kind of service wins my business every time. read more

OK, so this is a follow up to my to my review from end February. I took the rug home and wasn't happy with how it was adapting to my house so I took it back to the store where they steamed it. About two weeks later I took and back and had it here for almost three weeks and it still looked the same. I brought it back for a second time and without blinking an eye Hilary took it back as well as the pad that was cut to size. She's so professional! She took the time to explain to me why I was seeing what I was seeing in the rug and I will definitely buy another rug from her but at Hilary's suggestion, not until my new puppy is housebroken! read more

The worst customer service. Actually, no customer service! They must have had a change in management or staff. I used them several years ago and the staff was very helpful and pleasant to work with. This time I went on two separate days and waited for over an hour each time with staff walking by or chatting with each other, never acknowledging that I was waiting, never offering to help... From the reviews here it seems that something has changed since there are good reviews from last year and before and poor reviews for the past few months. I literally stood at the desk area with a rug sample while the staff person leafed through papers, never once offering to help. read more

They installed wall to wall carpet for me and did an amazing job. The customer service in store was great as was the in home estimate (very knowledgeable and helped me decide on the best carpet for the room and my lifestyle) and the install. Amazing job and I'm glad I chose them. read more

Each time I've been there over the years, whether browsing and getting ideas or actually purchasing and have an area for wall to wall install, they have been consistently wonderful. The initial contact, where I worked with several different sales women to the actual installer, all were very professional, casual though, comfortable and the transaction from start to finish, excellent! I am looking forward to ordering my grandson his favorite rug as he was with me one time and as funny as it seems he found a rug he thought was the coolest! That is the next project.... I wouldn't hesitate as there is never any pressure... read more

Amazing selection, so amazing that I was overwhelmed. I worked with Cynthia who was incredibly helpful--she helped me find a rug I love. I highly recommend The Rug Merchant. read more

This company is close to a scam. They misled us on availability of a basic carpet type and color. After more than a month's delay, without notice they sent two subcontractor men in an unmarked truck who had no clue what they were to do, who arrived in a torrential rainstorm with the carpet exposed in the back of the truck, and when we asked that the company explain why, they proposed to delay installation yet another month. They are not reputable in our experience. read more

We used the Rug Merchant for our home when we moved to Hingham 3 years ago. I was impressed with all of the people who worked there from the girls in the office to the men who installed our carpet and rugs. We recently had water in our basement and I called the Rug Merchant for help. I was expecting them to tell me I needed to replace all the pads and buy new carpet.. (ie. to get the sale). I was surprised when they came out, helped me pull back the carpet and told me to just keep the fans going that I would be able to salvage both the pad and the carpet. In addition, they came out a week later after my carpet was dry and re-installed it for FREE!!! This is the kind of service that will keep me coming back to the Rug Merchant for all of my flooring needs!!! read more