benuta.co.uk Reviews 

Very disappointed. I ordered 2 rugs, which I have been waiting quite some time for these to become available (as apparently they are hand made). I paid the order, and I was thrilled as I could get the summer sale of 70% and for being my 1st order, I got a 15% off.
Today I got an arbitrary cancellation email, saying all the item of my order were found damaged (yes, the 2 items I ordered, strange isn’t it?), which I don’t believe it, and advising that due to lack of stock they cannot replace them, and they are issuing a refund.
No alternative option offered, they could have asked if I’m willing to wait for the product, or if I would like to exchange it for something else. On top of that, they are giving me only 20% off from my next order. So in turn, I don’t have the rugs, I lost the 70%off summer sale, and the first order 15% discount.
Very unprofessional. No real customer service. I will let my family know, as they were waiting for my rugs to arrive to check them and buy other from Benuta, you didn’t lose 1 customer, you lost more.

Really pleased with the rug I ordered for my sons playroom, great quality and delivery fairly speedy given it shipped from the EU. Thanks Benuta!

I would give it 0 if I could. I purchased a luxury rug … in turn, have actually received a piece of off-cut carpet, that was folded into a box, leaving A LOT of indents that I cannot remove.
The edges of the ‘rug’ haven’t even been cut straight. Honestly, just awful. I understand buying online, you expect some changes to the product like colour/texture. But they have completely mis-sold an item here, the pictures are faaaaaar from the product I received. Then expecting the customer to pay £20 to return an item that was pure false advertisement!?!? Awful. Have contacted customer services with my complaint, pictures to support.

Thought this was a UK company but it ships from Denmark and the quality is really bad not sure why they have good reviews. Returns are charged at £19 which is unreasonable, avoid!

Odering the rug was very straightforward.
Arrived on due date date
Ordered flat weave rug Frencie blue
It was just as described and looks excellent.

Very poor customer service, I had requested a cancellation within 24 hours of placing an order because I had made a mistake for the rug size. I was told it was too late to cancel but that I would be provided a free return label. When I messaged them that I have now received the rug and to progress with the return. I was told the only way to return it was to take the rug to a post office or a depot. The rug is almost double my size and 8kg. And the post office is not a short walk. When I told them I am unable to take it to a post office myself. I was told it’s the only way and basically just deal with it and that they only offer a pick up service if the order is over 15kg. All this information was not disclosed beforehand. So now I’m stuck with a rug that I can’t use, and need to somehow find a way to transport it to a post office so I can get my money back. I wouldn’t recommend Benuta at all. If there’s any chance you need to return your rug, they make it as hard as possible to do so.

Made one mistake in purchasing the wrong colour rug and cancelled the order within minutes and this is what happens:
a) the rug got delivered anyway (any logistics system should be able to deal with immediate cancellations)
b) Benuta charges you £20 to return a rug you didn’t want to get delivered.
c) You need to print to separate labels in two separate emails (we don’t have a printer too, so we have to visit a library to find one and pay to use it)
d) You have to physically deliver it to a post office - it’s not even being collected!!

This rug requires both me and my partner to take almost an hour out of our days to get it to a post office - and we’re paying for this??

[This review is not regarding the rugs themselves - they are very nice. But this operational experience needs badly changing.]

I ordered one of the more expensive rugs and was a little worried after reading some reviews. I rarely leave a review for anything but honestly this was a 5 star experience and felt I had to comment . My rug was wrapped securely, delivered promptly and they have great customer service too.
If you see something you love from benuta, go ahead and buy!

Returns very complicated and expensive. Despite ordering from a UK branch and UK website the goods are shipped from Germany. This is no problem but if you want to return a rug, it costs £20 and you have to print out multiple things and fill in a complicated and confusing customs form. This is not normal and means I would not order anything from them again.

Dodgy website - beware

Spent £233 for 2 rugs for daughter’s bday and they sent me a tiny sample and trying to dispute that they did! They’ve said they will refund but it’s still not gone thru

They’re an absolute scam.

I ordered a rug and they sent me the completely wrong item. And they’ve been very unhelpful, their customer service team are really rude.

I’ve now had to return my item - the method is totally inconvenient - and their system is terrible as they’re unable to send you your original order.

You have to wait for the return to come into your account, and then order it. Which is terrible because when their items are on sale, you miss out on that.

Waited for a rug, told it had shipped. Then got returned. Waited for refund only to be told I need to reorder prior to the refund. Avoid these guys. They are useless and communication is poor

Bought the rug a little more than a month ago. Kept it in the box as I waited for a drier weather to put the new rug down. And what a shock huge lines through ( not in place where it was folded ) the weaves are missing and very loose. I can clearly see bold patches. Absolutely terrible.

Nice high quality rugs.

After weeks of waiting, my pouffe got turned around at customs, had absolutely no emails from the company I only know because I received a refund, so I checked tracking. That would have been fine if there had been communication, but there was none. Very poor.

Never order from here. Their return cost is on you and it costs £20.

I purchased a rug at the end of last year, I have only had it down for a few months, around 4 months at the time of writing this review. I wish I had read the reviews before purchasing as I too am shocked at the incredibly poor quality of the rug. Sadly after such a short time, the fibres are so heavily matted, now making it impossible to hoover, it looks as though it has been used for years not months! It's in a low traffic area and walked on without shoes. The quality is just awful, I attempted to make a complaint but the response has been less than satisfactory and now my emails are being ignored. I would strongly recommend not purchasing with this company as both the service and product I received were terrible.

Wonderful quality rug, just what I was looking for!

I am delighted to see that others are wise to this company too and are writing poor reviews about them. It’s a shame because I was really pleased with the rugs I received until I had to deal with customer services.
Firstly the rugs were late, and I had to chase.

Secondly I washed a rug I had which was 100% cotton in the washing machine. I scanned the QR code on the label hoping it would give me specific details on how to wash that specific rug. It did not. It just took me to the website saying that cotton rugs are mostly machine washable.

The colours ran.

I contacted Benuta who have sent me countless emails saying it is my fault and that the rug is not washable. I pointed out to them the details on the website and they said it is rug is not stated as washable in the machine that is not machine washable. This is ridiculously because if you are only looking at one rug you won’t notice that any others say they are machine washable.

They also say it is printed on the label so I asked them to send me a picture because my label came off in the wash and they won’t send it.

I said that failing to put all the information on every description is not my issue.

I put a claim on PayPal and this was their rude response.

“You have washed a carpet that cannot be washed, so you have destroyed it yourself. this is not a warranty case but your own fault, you should have taken the carpet to a carpet cleaner. therefore, we also reject your warranty claim here.”

It’s not a carpet Benuta. If they had shown a little willing, a little accountability trust would still have a customer.

AVOID. AVOID.

The item was not suitable and the returns policy seems to try to trick you out of getting your money back by being confusing and complicated