Woven レビュー 

Although the rug I had ordered in a particular size had been discontinued after my order had been placed, a Customer Services representative by the name of Megan got in touch to advise me that this was the case and went above and beyond to try to resolve the issue, even asking those in the supply chain to make up a bespoke edition for me. Ultimately, it wasn't possible and so I have settled for the same rug in the size down but the lengths that Megan went to really impressed me! Faultless customer service!

I bought a Montana rug on Monday and it arrived on Thursday brilliant service, would highly recommend this rug it’s great quality and looks great in my lounge spot on many thanks

Very quick delivery - no problems whatsoever and delichted with our new rug.

I am so pleased with my rug. Very speedy delivery, I cannot fault this company. Everything is fine, I am more than happy. Thank you so much. Excellent service.

Below is my last email to this company.

The Halifax transaction dispute department have suggested I contact you further regarding my refund. Not that I expect a reply but for the sake of an email trail.  
1.You have send a faulty item
2. have agreed to a 30% refund 
3. You have not responded since agreeing 
4. I now want the 30% refund or you can collect the item and give a 100% refund 

I keenly await your reply but won’t hold my breath.

An absolutely ridiculous delivery speed; I think I ordered the rug close to midnight on a Monday, was told that that the rug was out for dispatch on Tuesday and then it arrived the following morning.
The rug itself was very soft, and looks really nice.

Another big positive of the site is the the range of prices; there seems to be something across the board for everyone, and the selection (both in terms of style and size) is exceptionally broad.

If there was an option for zero stars then I would most definitely have done so. When you order an item, you should be given updates on the delivery and so on. However, this company gives you nothing at all. 3 weeks later, after placing an order, endless emails were sent (with no response), calls to customer service where you were put on hold for over 7 minutes and then they would cut you off (no call back) to be told that ‘ParcelForce’ have lost the item. Again, a few weeks went by, getting told that they were waiting for an update by the supplier and of course the supplier didn’t have the item in stock. Throughout all this, no one got in touch, you always have to try and keep trying until someone can be bothered to respond. 5/6 weeks have now gone by and after demanding a refund the money is finally back into my account. First and last time I’ll be using be Woven!

Speedy delivery and I love the new rug 👌🏻 Can’t fault them

Ordered Rug on 1st Feb 2021
Faulty rug arrived 4th March 2021
Collected for return by Woven courier 18th March 2021.
Refunded 5th April 2021
Frustrating communications and delays at every step,
sadly I cannot recommend.

Very pleased indeed with my Rug. Beautifully packaged and looks lovely. So pleased with it. Would certainly use this company again.

People please read the reviews on this company. do not buy.
The shops are back open next week go out and see the rug for your self.
Don't put yourself through heartache.

Amazingly quick service. Ordered our Louis De Poortere rug on a Sunday - received it on the Wednesday (and thats including that the Monday was a bank holiday). On other sites this particular rug and size showed as “pre-order” only with a 5-6 week wait time. I was half expecting to be told it was out of stock but not only did it turn up, it sis it in record time. Wouldn’t hesitate to use again.

I had previously ordered this rug on another site, only then to be told it was actually out of stock and would have to wait a few months. I found it on Woven and it actually stated how many were left. It was delivered in less than a week and I’m really pleased with it. Would recommend.

Excellent customer service, competitive prices and great range of products 👍

We received our rug. Albeit it did take 6-7 weeks to arrive. As long as you don’t need something immediately I would recommend as it was great value.

I’m still WAITING woven. Where is my rug?

Purchased 2 rugs from Woven 15/01/21
1 arrived with a follow-up email stating the other wouldn't arrive until at least March!
I called the company to say I would be buying from a company that could deliver 2 rugs together. *W1 sent me an email saying she'd arranged to collect the item within the next few days. With that agreed, I ordered 2 rugs from another company.
A day later W1 sent another email to say they'd suddenly found a 2nd rug and she'd arranged for it to be delivered to me. I rang up and after several times being cut off, (seems they do this often); *W2 answered. I explained the situation, he put me through to W1 claiming they had found the 2nd rug in the allocated lead time so they had completed their side of the deal. I said I had already bought 2 rugs elsewhere, as W1 had already emailed me to confirm the first rug would be picked up. W1 said she'd since cancelled that pick-up and the delivery of the new rug would go ahead. I asked W1 to cancel this and W1 said it was too late and the suppliers couldn't be contacted in time as the rug was already on the road.
I asked who the suppliers were and W1 refused to give me their name! I again informed her I had no use for the rugs as I had already ordered others and I wasn't going to let down the new company just because she was reneging on what I'd been previously told. I still needed the 1st rug picked up, as promised, and she said I would now have to pay for it to be returned as well as the 2nd rug, when it arrived. It was clear at this point she was not being helpful, and wanted to force the rugs on me. I asked to speak to the manager. W1 disappeared for a long time and then came back to say, unsurprisingly, he wasn't there. I came off the phone feeling quite sick at her attitude.
I contacted the suppliers who informed me the 2nd rug was NOT on the road and they happily cancelled it for me as well as still picking the 1st one up. I informed *W3 of what was happening. Moments later W1 rang up demanding to know how I contacted suppliers. She was quite stunned and told me they shouldn't have done that - she was clearly miffed she had been caught out. I was then informed I would receive a refund for both rugs within four weeks. That never happened!
Rug picked-up on 26/01/21 @ 4.37 pm. I was promised a refund 3 times; January/February/March. I had spoken to both W1 and W3 several times and still remained unpaid.
Eventually I sent an email on 11th and again on 15th March and both were ignored. After spending over another two hours on 15th March via phone and being cut off five times (exactly like they have done the majority of times I have rung), I contacted PayPal who immediately opened a case and had my money refunded to me the very next day. Woven has still made no contact to this day!
Read the bad, poor and average reviews here, they sum up this company perfectly. There is something horribly toxic in the way they are happy to lie to their customers and refuse a refund. Avoid.

UPDATE: Reply to Woven's reply:
*Woven requested the removal of the first names of these employees.

It was for you to tell ThinkRug that order had already been cancelled by W1.

Re; being cut-off. While you're "unaware of this ever taking place on any occassion" (I informed your 2 staff about it; I suggest you have better discussions with them). I also suggest you read other reviews here; at least 3 other unhappy ex-customers make it clear they too were cut off. So I categorically refute your "libellous and in-factual" claim.

If you "went over W1's head" and told me both items would be collected at no charge to [myself] due to the late dispatch/confusion, then again, that's down to bad management and you not keeping your staff informed. Instead, I ended up being put into an unnecessarily stressful situation.

Regardless of ThinkRugs particular request to you, it wouldn't have even been an issue if W1 had done the job in hand herself, and not told me the item was already out for delivery, when it wasn't! W1 gave me no other option but to get in touch with them myself.

I didn't mishear; "days" and "weeks"don't even sound the same). There was no refund until 48 days!

You "chose" to refund me as you had no legal right to withhold it and because I'd opened a case with PayPal who emailed you too; I'm happy to send you documentation supporting this.

If you're out-of-pocket then that's for you to sort out; you have the online link that confirms the pick-up by TNT. Stop making out you've done me some kind of favour because you really haven't. Make a claim with TNT.

Sadly you decided to use this review as a substitute for email, which you had every chance to use before I posted this honest and constructive review of my experiences with Woven and its staff.
It's disturbing W1 had since left a 5 star review of your company. I have proof of this too and glad to see it's since been removed after I reported it.

Have no complaints about this company. Ordered two rugs and was advised next day to expect them in March. The first rug arrived within 24 hours well ahead of the expected delivery date, the second rug arrived at the beginning of March. Both rugs are absolutely lovely, but there was a small fault on the second rug. James dealt with it quickly and efficiently and I now have two beautiful rugs in my new home. Very competitively priced as well. Thank you. Will definitely use again

There are so many positives to write about this Company. I dealt with James and couldn't rate him more highly. Rug ordered one day, and delivered the next. Prior to my order, emails always helpful, and quick responses. Great price for a high quality rug. Highly recommend. I'll definitely use Woven for future purchases.

Ordered two rugs at the end of January. One was delivered rapidly, the other (a pre-order) we have not heard anything about or been updated on despite it being several months later. We have tried calling which it often rings out, voicemails asking for an update and to be called back, and through the comments section on their website. Poor service to be happy enough to take the money but not bother responding or even proactively getting in contact.

It also seems, as in my case, that in response to bad reviews, they flag them “because they don't believe you've had a genuine experience with them.” If you do not go to provide proof of purchase to Trustpilot, the review means that it is taken down - I am subsequently assuming that this is one of their approaches to receiving bad reviews on such websites and demonstrates further poor management. If, once I post a review to such sites and it is accepted, I don’t expect to spend my time meeting further demands placed upon me by them if I choose not to engage with them following the arrival of my purchase. And, that when I don’t, they actively seek to erase my experience to subsequently manipulate and deceive others.

Just to note, the second part of my order arrived about a fortnight ago (mid-March) the day after I posted this review, with no notification of dispatch or communication from a delivery company. In fact my order still records the item as preparing for shipment. Although I like my rugs, I would avoid using this company again based on the poor communication, customer service and unreliability. Have since bought a couple more rugs from trusty John Lewis with absolutely no issue whatsoever.