Woven レビュー 

I bought a rug on the 7th May and a rug was delivered within 2 weeks - but it was the wrong colour!
The one I wanted couldn’t be delivered until the end of June... and in the meantime it went on sale on the woven website. Woven have refunded me the difference between the cost of the rug now, and when I bought it (which was around £130) as a gesture of goodwill. Hopefully things will go without a hitch and the rug I wanted will be delivered at the end of June.
Although you have to keep on top of emails to woven, and push them for the result you want, they did the right thing and refunded me the difference in cost when the rug went on sale. Their customer service could be improved, but they have so far done everything they have promised... I’m just waiting for the rug to arrive now. My advice would be to contact woven before you order to check that the rug you want is actually in stock. Will post a positive review once my rug eventually gets here!

Have ordered 3 rugs now all of which have had to be returned at my own expense, around £20 per rug. Other rug companies cater for subsidised or free returns - another additional cost.
8 weeks on and I am still chasing a refund of over £1k. The customer service is slow, and they are currently in breach of their own refund Sla of 5-10 working days.

If you don’t like the extra admin that comes with buying online avoid this company completely - more hassle than the quality of the product, especially if you need to do a return.

Unfortunately with instagram filters and good lighting a product of cheap quality can be made to look a million dollars... this is what I have experienced with Woven and I’m out of pocket because of it. Never trading with them again!

Absolutely terrible customer service. A month and a half after purchase and still no sign of my goods. Poor communication, only responding when chased with promises of delivery within the week and passing the blame elsewhere. So disappointing as their products and value looks really good.

In response to the below comments, I have provided genuine order details. You are not powerless to proving good customer service and I have contacted you directly several times to keep just being assured my goods will arrive. Over a month and a half later and still nothing. You’ve also deleted my comment on FB.

This is the first review I have given of a business and compelled to do so, so that others don’t have the same experience. Such a shame as your website offers good products at good value.. better communication and thought for the customer when things don’t go as planned is a simple expectation.

Another email and another promise of a week and still no goods. I’m really not sure how Woven is still in business.

We recently ordered a rug from Woven. It is substantial (for us) and needed to be ordered. With supply chain issues globally we feared a lengthy wait. However, James assured us of prompt delivery and, true to his word, it came yesterday. We had great service and are very happy! Thank you, James!

So at first I was frustrated with the lack of communication, I became concerned when my rug hadn’t been dispatched for 2 weeks. I sent an email (2 actually) but no response. I called and was happy with service explaining there’s a delay, that’s fine but in future make this clearer maybe you’ll get less bad reviews. If you need to contact woven don’t bother sending emails apparently they don’t respond..
Anyway gave them benefit of the doubt told to expect my rug by today and it came as expected! I unrolled the rug which I’ve waited for 1 month for and it’s stained! I payed over £300 for a rug that feels damp and has muddy stains all down one side! I have tried to call you multiple times to resolve without putting a review on here! I appreciate this may have been the delivery company but if I cant call to discuss we won’t resolve.
Avoid this company if you want speedy delivery and good service.
*update* I managed to get through and spoke with someone after 4 attempts of the line dropping. She was great arranged for the rug to be replaced and should have the new one by the end of next week. The whole journey has been a pain with a real lack of communication.
*another update..* I can not stress how much of a pain this company is to get hold of! After my good experience last week of arranging for the stained rug to be collected and a new one to be with me this week, I am once again trying to contact them but seems impossible. I called 7 times yesterday on hold for 10 mins and then the line cuts. I spoke to someone at midday who said they would chase the rug as I was told I would receive it Thursday or Friday. Told me he would call me back or email me in the afternoon but no response. Tried to get through and called multiple times but no reply. Someone needs to let me know where this rug is, you said it was in stock and ready to be shipped on the Wednesday.

Good quality, beautiful rug received within 2 days. Excellent value for money from a company I highly recommend.

I ordered 3 cushions on 4 April using the 3 for the price of 2 offer. Only cushions 2 arrived (late). I followed up on 30 April about the missing cushion and again on 7, 11 and 14 May. I have heard nothing back. The offer was misleading if not fraudulent. Order #22806

I’m really disappointed to this company, I ordered a rug 21st March, 2021, was then told that the rug had been sold out, and was no longer available anywhere according to Woven, which was not true, as I saw it available on other websites. I asked for my money to be returned. First I got an email telling me the refund was in it’s way, then couple of days later another email telling me there was a rug available which was now on it’s’ way to me. The link to a courier was not working and then I was told that the rug had gone missing in transit. I again asked for my refund which I’m still waiting for, I can’t even get through on the phone to the company now, it just rings and then I’m waiting with music and after a while I’m cut off ... I would stay clear of this company as the customer service is nonexistent.

Excellent quality rug and great service. I would recommend Woven for the variety and quality of rugs anytime.

Excellent customer service, especially "Meghan".
She epitomises all that is excellent about customer service. She is polite, attentive, cheerful and always delivers what she has promised to do. She is a true credit to Woven.

Avoid this company at all costs!! Ordered rug with 5-10 day delivery; had to chase up which took many calls to get through after being cut off by their system. Eventually learnt of 3-4 week shipping delay. Waited this out but again, no update from Woven so chased again to be told of a further 3-4 week delay - requested refund which only arrived almost 2 weeks later after I mentioned a PayPal dispute would be initiated. Email does seem better than telephone contact but the customer service/delivery is terrible. In sharp contrast, I ordered a replacement from The Rug Seller - arrived by next day delivery - the colours were not as expected so with absolutely no quibbles they arranged a next day collection and replacement - I now finally have a lovely alternative rug from them - Wovrn should learn from this competitor’s excellent service

If I could only give this company a zero star rating I would. We ordered a rug in October 2020 with the understanding that due to the Coronavirus pandemic we would need to wait for it. We did so but at start of 2021 we became aware that the product was available elsewhere. We contacted them but was told that it was not in stock. By March 2021 we asked to cancel the order but were told that we would have to receive it to then send it back for a refund. Eventually they relented and agreed to refund us. We have waited patiently for this refund having being told over a month ago that we would receive this within 5-10 working days! Disgraceful customer service which is only compounded by their refusal to answer the phone or reply back to e-mails in a timely manner.

Brilliant Service. Came within 2 days. The rug is beautiful and matches the image. Highly recommended

The price and quality of the product were great, nice discounts as well. They took a bit long to send the shipping confirmation, but the rug arrived faster that I though it would take. Good shop.

Quick delivery, quality product for a cheap price.

Lovely rug - arrived promptly with no problems. It was also cheapest on woven.com so saved £20 rather than buying elsewhere.

Really quick, seamless delivery and a lovely rug. Exactly as described online and far cheaper than other retailers for the same product. Would definitely order from Woven again.

I ordered my rug more than a month ago and it was supposed to be delivered in 10-15 business days. After 15 business days, I hadn't received any update on the delivery so I wrote an email to Woven asking them for an update. They reassured me that the rug was in stock and that it should arrive by the end of the week. It has been 2 weeks since their message and still no update and definitely no rug.

This customer service is appalling. I have asked for a refund and will never attempt to order from here again.

UPDATE: the company sent me the rug only after seeing this 1* review and completely disregarded my request for a refund. I am only keeping it because I can’t be bothered to go through the hassle of returning. I can only imagine I’d get my refund next year if I attempted.

The rug I wanted was the cheapest I could find it anywhere online using a code I found online (by a couple of hundred pounds).

I felt quite anxious about putting in an order as it was still a lot of money and the trust pilot reviews were polarising.

I called up woven and spoke to someone on the phone who was really helpful I gave her the code of the rug I wanted and she informed me they had it in stock in the warehouse. She told me if I put the order in (late Monday) I'd have it by Wednesday. I didn't even need it this quickly but I was really impressed.

I put in the order and I received it by Wednesday I couldn't have asked for better service. I will say that maybe the email communication isn't the best (if your item is not in stock but I never experienced this) but I did get updates to say it was shipped and then TNT the delivery company sent me plenty of up dates.

I would 100% recommend using Woven but maybe call them up prior to ordering to find out if they have the stock or if it will be sent directly to you by the supplier and if there is a delay. It's always better going into something fully informed.

I ordered a rug from Woven which arrived promptly (hence the 2 stars in this review). Impressed I ordered a second. This was several weeks ago. There has been no follow up from the company and most annoyingly if you try to call you are put on hold for 4 minutes when the call is disconnected.

I think Woven have a decent range of products but with such unresponsive customer service I can't give them more than 2 stars

I finally did get in touch with Woven and my rug has now been delivered. It's really good so given they did eventually respond and I'm happy with the product I'm upgrading them to 4 stars