The Rug Merchant

I don’t know how anyone can complain about the service at The Rug Merchant!
I spent an hour with Hilary last Saturday looking for a particular area rug that is exactly what I want and need for size but it’s discontinued. Not only did she find it for me yesterday but she’s ordering it for me without asking for a deposit and will hold it for me until my floors are refinished and cured which could be a couple of weeks from the time it comes in — I call that an A+++ customer service !!

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…

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.

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.

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

The Rug Merchant provides the time and support you need to decorate any room with the proper product line and coloring. Their flexibility to take home carpets or samples is very helpful and their installation has never let us down. I would highly recomment this company. My only wish is that they would have home consulting services — Hillary and Steve (owners) are the best to give you ideas and provide you with the satisfaction that you do not always get from other rug providers.
If you are looking for honesty, professionalism and great selection you are missing the boat if you do not drop by their showroom.

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…