benuta.co.uk Reviews 4,597

I was charged import duty and a clearance fee by DHL to get this rug into the UK, despite the Benuta website saying these fees were included in the price of the rug.

To date I haven’t received this money back from Benuta, despite them acknowledging this was their mistake.

I won’t buy from the company again. They also use a website with a .co.uk domain which is misleading giving their rugs are sent from Germany, and they don’t have a UK presence.

I’m £50 out of pocket when you include the £20 return fee — the whole thing has been hugely disappointing.

Very happy with my purchase! Ordered the 'Greta' rug in cream as I wanted a natural look. It's a lovely chunky weave and fantastic quality. No problems with ordering or delivery, highly recommended.

I ordered one very large, gorgeous rug and was happy with the quality and delivery so decided to order another the same. This was cheaper as I had a discount code and arrived quickly. I am now threatened with a county court judgement from DHL for shipping costs. My Benuta invoice clearly states £0 for shipping so BEWARE!

Beautiful rug & excellent value & customer service. Second purchase of a rug as I loved the first one (pure range beige & black) for another room.
First one I bought in April & arrived folded in a box which was odd for such a huge rug & I thought would leave creases however these disappeared over the course of a couple of weeks so bear with it.
Second rug ordered last week & arrived within a week - however an email & text arrived with a hefty DHL bill to pre pay duty & taxes of £56! I thought it was a scam until the delivery DHL chap arrived & confirmed it needed to be paid. Whether a mix up by Benuta (DHL said was marked as taxes unpaid) or DHL (said Benuta) they promised to refund me the amount. So I paid it as I really wanted the rug provided them a receipt & within hours it was refunded! Yay
So the second rug is here & arrived rolled! Even better. So maybe the rolled ones are treated different for duty I don’t know as it wasn’t a problem first time around.
Anyway, I hope this review helps anyone undecided to order or in a similar situation to get a resolution re extra customs.

Annoying returns policy where you need to pay £19.90 to return a rug. I also thought the rug looked much cheaper in real life than it did in the pictures. Disappointed!

I ordered two rugs from Benuta’s UK website, paid in GBP with 20% UK VAT included, and then DHL demanded extra import duties before delivery. At no point in the checkout process or on the shipping page was this disclosed.

Benuta advertises free UK delivery, but UK customers are hit with hidden charges after paying in full. This is misleading and unacceptable. I expect Benuta to take responsibility immediately and clarify whether they will cover these charges — or stop advertising prices as if they are final when they are not.

I have tried to contact them several times and just get a voicemail. Their support was meant to start a return and they have not got back to me

The rug I ordered did not look anything like in the pictures on the website so naturally I had to return it. In addition, I had to pay £19,90 to return it. Always check return policy in advance, as I did not and it cost me £20

Probably should have come here first to read the reviews. I ordered a rug which I waited several weeks for. When it finally arrived I had been sent a completely different rug (even size).
Contacted customer service, no apology given and need to arrange return, print label (I don’t have a printer) all at my own expense

Ordered a range of samples in March, they shipped them to a collection point across town (despite me selecting the home delivery option and no delivery being attempted). Requested a refund as I couldn't collect the parcel, which took a bit of back and forth but they finally agreed to.

Now, 5 months later, the samples have just been delivered to my home?? In 2 seperate packages, one of which was quite large but held only 1 sample...

Although I do like the quality and colour of some of the samples, I won't risk ordering a rug from here.

I have ordered a 200x285cm rug from Benuta and I am happy with the product. It is thin but I knew this from the description and since I have underfloor heating it is perfect for me. The colour (blue) is as shown on the pictures. It did arrive folded in a square that left a few folding marks on the rug but I was able to steam those out without any issues. The delivery was super fast within a few days. One thing I would like to highlight that I did not know that the product is coming from EU (Germany) hence a few weeks later I have received an invoice from DHL to pay customs duty. I was a bit upset about this first but contacted customer service who has refunded me within a few hours without any problem. I did find the customer service very swift and helpful. So overall I had a very positive experience and would buy from them again.

My recent experience with Benuta was deeply disappointing. I returned a rug and only discovered after they had already received it that they had deducted £19.90 from my refund for return shipping.
There was absolutely no warning about this charge at any stage not on the return label, not in the email they send when you request a return, not in the “we’re sorry you’re returning this item” message. Nothing at all to let me know that this would cost me money.
Instead, I was sent a reverse invoice showing a partial refund, with £19.90 quietly deducted. This is a blatant lack of transparency and leaves customers with no choice in the matter.

When I contacted customer service, they were dismissive, defensive, and more concerned with quoting regulations than actually helping or admitting fault. It felt like they cared more about protecting their policy than treating their customers fairly.

I shop online frequently, and this is one of the worst examples of poor communication and bad customer service I’ve ever experienced. I will never purchase from Benuta again, and I strongly recommend avoiding them if you value honesty, clarity, and respect as a customer.

I wasn't happy about an item and would like to return it. They charge a flat fee of £19.9 per return regardless of the value of the order.
My item was £30 so ended up keeping an item I don't like. I would not recommend this company if you buy small items.

The product is absolutely amazing, it’s really good quality and they packaged well. Obviously it’s shipped from Germany, so I was aware that it wouldn’t be next day delivery as some of the reviews are negative on shipping. It was a shop I hadn’t used before or heard of so always a little nervous about what it’ll be like, but I am very happy and love my item. Really unique and not in every home!

Ordered a rug on Tuesday and arrived on Saturday (dispatched from Germany, delivered to the UK). Delivery estimate was Friday, so all in all an excellent experience with delivery - especially given delivery is free.
Rug is as pictured, no flaws and perfect for my hallway.
I didn’t check reviews before I ordered, when I checked afterwards I was a little concerned. However, my experience was 10/10 and I would order again.

I feel bad for all the customers that had a negative experience. I tried to cancel the order before shipping as I read all the reviews, but I wasn't able cancel it in time.
I have received my rug 5 days later and in a very good condition. No stains and very good quality.

Sent me a 250x350 rug folded up into a square. Completley ruined the rug there is no way the deep lines will come out and the colour in the rug is faded where the lines are. What an absoloute disgrace for the price i have paid aswell. Wish id read the reviews

Took a while to arrive, for which they offered a small discount. It obviously wasnt in stock despite what the website said. Customer service pretty grumpy. So if you have a deadline, order a long time in advance and be prepared for some condesending replies and no clear idea when it might arrive. Nice lookin play mat though...

Wish I had read some of the reviews on Trustpilot before ordering with this company. I ordered the Naomi Bathmat for my bathroom as I liked the design and it was what I was looking for. Service wise, I was happy with Benuta but the actual product is of poor quality and not fit for purpose. The care instructions on the mat state that it may be machine washed, as you would expect for a bathmat. I washed the mat on a cold delicate cycle in an £900 washing machine and the mat has discoloured and is now fit for bin! I would not purchase again. Will stick to John Lewis and The White Company going forward.

Lovely outdoor rug! Delivery took 10 days from ordering but it was worth the wait.