benuta.co.uk Reviews 4,598

Sent wrong item, when I called to try to rectify the problem the customer service person repeatedly shouted over me and said "I do not have time for Karen customers" and hung up. All of my calls are recorded so I have evidence of this call.

Had no issues ordering from this company. Delivered much faster than expected. The rug I purchased is absolutely beautiful and soft. Happy to say I am a very satisfied customer. Will recommended them to friends and family.

Be really careful with this company, I was really stung thinking that a website called benuta.co.uk would be uk based… actually rugs are shipped from Germany, which means if they’re not right for whatever reason and you want to return/exchange, you will have to pay £20 to clear customs.
Also not happy about the unadvertised carbon footprint of this, especially as this is for natural product.
Go carefully!!

Would give 0 stars if possible,for starters they don't tell you the company is in Germany so you have to wait longer for delivery,finally got my order & they had sent something completely different so emailed & was told I would have to return yes to Germany & couldn't have a refund untill they receive it, the box is very large but they won't arrange for a pic up & I don't have a printer to print out labels they sent then that's it they don't care,please don't order from this company you don't need the stress

This company advertises free returns but the returns process is very difficult and also costs £20. I got a very large heavy item delivered that I needed to return but they refused to arrange a courier to come and collect it from my home and instead were asking me to carry it to my local post office. This box is the height of my dining table and goes up to my thigh! Even when I told them it was not possible because I am 6 months pregnant and the box is the height of a dining table they told me it’s not that heavy and referred to it as “small”. I feel like I’m taking crazy pills as it’s obviously huge. I even sent them a photo thinking they must be mistaken on the size of the box. Comically bad customer service! I will never buy anything from them again.

I was a bit concerned when I got an email which made it clear the rug was not coming from the UK, and there might be customs delays. But there were no problems at all and no customs charges. Very pleased with the lovely, colourful rug. Thank you, Benuta.

Benita's offering is great. But their customer service is not. Delivery times are long. This happened a few times and they don't seem to care.

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.