Buyers often praise the strong quality, true-to-photo colours, and fast fulfilment. Many describe an easy online checkout and fair prices. A recurring complaint centres on returns and refunds, including courier refusals, and a small number of rugs showing wash- or wear-related faults.
Examples from available reviews (Dec 2021 – Jun 2026).
Multiple rugs ordered; all are superb quality and delivered quickly.
“The rugs are superb quality”
Delivery was very quick and reviewer loves their rug.
“Delivery so quick and love the rug I bought thank you x”
Return wasn't collected and promised refund was not received.
“Customer service unreliable.”
Washable rug warped and shrank badly despite following care instructions.
“warped and shrunk badly after the first wash”
Many deliveries arrive quickly, and some customers praise drivers and staff for being professional. Other reviews describe collections that never happened, deliveries refused to flats, and refunds that were not resolved. These issues come up repeatedly and sit alongside reports of otherwise smooth fulfilment.
Shoppers often say the rugs offer good value and that the quality matches the price. Several note the items looked like the online photos and felt worth what they paid. Complaints about value appear only rarely.
Reviewers frequently call the website easy to use, with a quick checkout. One customer reported that the basket would not empty when switching currency. Overall, people regularly describe the buying process as simple and fast.
Many reviewers highlight solid build quality, softness, accurate colour, and good packaging on arrival. A smaller number mention shrinkage after washing, pulls, or loose threads on some items. These defect reports appear less often than the positive quality feedback.
Several customers say support replies quickly and is helpful. Others report dropped calls, slow follow-up, and trouble getting refunds they were told to expect. The comments show both responsive help and repeated gaps when fixing problems.
Most reviews end with customers happy with their purchase and willing to buy again. A clear minority describe major service problems that left them chasing returns or refunds. Feedback splits between very positive experiences and sharp complaints about service.
For each review, the core experience based on original source reviews.
Sources: trustpilot.com (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: June 2026
Customer service replied nearly instantly and was very helpful and patient.
“Replied nearly instantly.”
Rug arrived quickly, is good quality and well packaged.
“Rug is good quality and looks beautiful.”
Unable to empty basket when changing currency, blocking weekend purchases.
“It won't empty.”
Rug is good quality and delivery was quick.
“Nice quality rug and quick delivery.”
Rug looks amazing in lounge and reviewer will purchase again.
“Beautiful rug, looks amazing in our lounge area!”
Perfect size, fast delivery and product matched website description.
“exactly what you see on the website!!”
Staff and delivery driver were professional and helpful.
“very professional and helpful.”
Website offered great choice and a fast, simple purchase and delivery.
“Fab website, great choice and fast, simple purchase and delivery process.”
First rug poor quality and second developed pulls and loose threads.
“Had to return first rug due to poor quality.”
Repeat purchase; runner is lovely and delivery was very quick.
“The runner I received today is lovely”
Prompt delivery and reviewer is happy with rug quality and colour.
“Very happy with the quality & colour of my rug”
Efficient delivery and a very good quality rug that makes room cosy.
“Very efficient delivery and rug looks amazing.”
Great quality rug with a smooth order process and fast delivery.
“Great quality rug, very happy with the order process and fast delivery.”
Rug blends perfectly with furniture and is excellent quality.
“I absolutely love my new rug”
Great service and reviewer is very happy with the rug.
“Great service and very happy with rug,”
Courier repeatedly refused delivery to second-floor flat causing hostile delivery experiences.
“simply refused to deliver the rug to my 2nd floor flat”
No rug delivered after a month and customer service hung up repeatedly.
“Customer service is beyond useless.”
Colours and softness are perfect and delivery was quick.
“colours are perfect for my hallway”
Customer service and delivery were great.
“Great customer service and delivery”
Two runners arrived quickly and represented very good value.
“They were delivered very quickly and are very good value.”
Wow! I have never purchased a rug online before and was a bit nervous at first, but my rug is amazing. It is soooo soft and really give the room a cozy vibe. The one thing I was worried about was the strong smell of the material (wool). If you live in a small studio apartment like me, that's a problem because it is really hard to open up windows as they are quite high up. I hung my rug up on our balcony for an hour or two to air out and the smell went away within minutes. I will absolutely be purchasing more rugs in different designs from this store
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Kukoon Rugs is an online retailer selling area rugs, runners, and other floor coverings. Its website lists products with photos, size choices, and material details to guide selection. Customers order through the online checkout and pay using standard online payment options. Orders ship via third-party couriers, and customer support handles pre-sale questions and after-sales queries. The range includes different styles and pile heights for hallways, lounges, and conservatories.