Excellent! The response time was incredibly fast and everything was handled perfectly from start to finish. The price was also great, best among. He always remained responsive and professional, which... See more
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Carefully read the terms and conditions of the promoted return for free. This is fake! You cannot return for free just choose another model or pay for shipping > 99 Euro ( which I did) because the qu... See more
I ordered a rug which was a good price and a very nice rug BUT it has a fault line down one side. I emailed the company who firstly implied I was seeing things and I should be grateful of the price.... See more
Company replied
I have never left a review on any site before.. but I feel I cannot ignore the fact my item was never delivered and the complete lack of customer service. I bought a £100+ rug over 6 weeks a... See more
Company replied
Company details
Written by the company
Our goal is to find the perfect new home for our rugs where they can enhance the character of the interior, maximize the atmosphere for its residents and make you a perfectly satisfied & proud rug owner. We are a company based in Belgium and are active in all European countries and the United Kingdom. Our rugs are shipped from warehouses located in both the EU and UK and from our physical store located in Antwerp, Belgium.
Contact info
Avenue Louise 367, 1050, Brussels, Belgium
- +32 (0)483 02 46 42
- welcome@carpetstorexl.com
- carpetstorexl.com
3.1
Average
33 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
SCAM ! Read before order!
I ordered a carpet worth over €700, which had to be delivered to my old address due to a delay in my moving process. Because I was busy with the move itself, I didn’t immediately notice that the item had been marked as delivered.
As soon as I became aware, I checked thoroughly — I asked my neighbors and looked around the property, but the carpet could not be found anywhere. I then contacted the store, but from the very beginning, their response was unprofessional and not helpful. Instead of assisting, they treated the situation as suspicious.
I even offered proof of my signature to show that I did not receive the package, but they dismissed it, claiming signatures on a signpad can look different. Additionally, I completed a formal declaration confirming that I did not receive the delivery, yet I still have neither received a replacement nor a refund. At this point, they are ignoring my messages entirely.
I also placed a second order, which they put on hold and refused to deliver. I suggested sending it to a pickup location to avoid any further issues, but instead, they canceled the order and increased the price of the carpet — meaning I would now have to pay more if I reorder.
For comparison, I ordered five carpets from another store and received them without any issues.
The carpet in question was marked as delivered on February 16, while I officially moved out on February 18 — which I can prove with documentation. Another concerning detail is that I was asked to sign documents confirming non-receipt, yet GLS later informed me that no investigation case had ever been opened.
Because the shipment is marked as “delivered,” PayPal is unable to take action in this case, meaning buyer protection does not apply — despite the fact that I never received the item.
In the last email I received, I was even accused of being responsible for the situation, simply because the delivery was made to my old address. The seller assumes the driver acted correctly without providing any proof.
Overall, I am extremely disappointed with the handling of this case and cannot recommend purchasing from this shop.
Edit After Response:
Look at the response, it’s quite obvious how unprofessional this company is. As someone working in client relations, I’m truly shocked that a company behaves so rudely and unpolitely after leaving with a loss of that huge amount of money.
February 16, 2026
Unprompted review
Reply from Carpetstore XL
Dear Mr. Gianluca Miscioscia Stock,
Let me respond to your disgraceful negative review briefly, since we have already lost plenty of time on the messy case which you have caused via the many emails that have been exchanged:
You have ordered a rug in our store, chose a delivery address where we have shipped the rug to, then we promptly shared the tracking details the day after your order was placed, then you requested the transport company to change the delivery address via their tracking system, and next the transport company delivered your order to this requested changed address four days after you placed your order.
Then over two weeks after the delivery was taken care of and which you were aware of you contact us saying that you haven't received your order, even though the tracking details and proof of delivery from the transport company clearly showed that your order was delivered, which apparently turns out to be your old address which you requested to receive your order at.
Then you tried to blame us and the transport company for not having delivered your order because you have moved and apparently don't manage to retrieve your order from your old address, and by doing so trying to cause damage to our company and to the transport company. To top it off you have filed a false claim via Paypal and tried to make them pay for the messy situation which you have caused...
We sincerely regret this kind of abusive actions which border on fraud and suggest that you somehow find a way to remedy the manner with which you treat people & companies whose high reputations have been earned & proven throughout many years by numerous customers who have acted considerably more reliably & respectful than you have managed to demonstrate.
Frederic
Happiness Manager @ Carpetstore LX
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Excellent
Excellent! The response time was incredibly fast and everything was handled perfectly from start to finish. The price was also great, best among. He always remained responsive and professional, which I truly appreciated. Highly recommended for anyone looking for reliable, fast, and fairly priced! Thank you Frederick
January 31, 2026
Unprompted review
Reply from Carpetstore XL
Good morning dear Filippos,
Thank you very much for your positive review of the service which you have allowed us to offer you!
I am very glad that you are fully happy with our customer service and your choice for your luxury rug by Louis De Poortere. I wish you a lot of joy from the optimized atmosphere in your newly upgraded interior the coming years!
Thank you very much again for your 5-star review and have a wonderful day!
Frederic
Happiness Manager @ Carpetstore XL
Rug not as described
The rug was described as yellow and bronze. But was actually green, red and blue. There was absolutely no yellow in it. This was confirmed by a few people I asked to take a look at it. When I tried to return it I was told the shipping charge would be £129. Since this was not a change of mind but a case of ‘goods not as described’ I was very shocked by the charge. The seller would not negotiate on this at all and was very slow to reply to my emails. Finally, after a very protracted length of time due to ongoing negotiations via my bank, I discovered that it was being shipped to a warehouse just 10 miles from me. I should have been given this information sooner, as I was able to drop it off myself very easily and it was certainly extortionate to charge £129!! The other concerning thing about this company is that it trades under a few different names. The carpetstorexl, luxuryrugshop.co.uk and Cited.
April 2, 2024
Unprompted review
Reply from Carpetstore XL
Dear Ms. Maher,
Just in order to avoid you misleading decent customers with your claims whereby you are trying to viciously create the impression that we are not one of the most reliable companies in the rug industry:
1. You have received a rug shipped directly to you from the manufacturer's warehouse. This rug was perfectly as advertised with realistic product photography shot by the manufacturer under different lighting conditions. Most shots are showing the rug exactly as you have shot it yourself, with one of the shots from the manufacturer showing the rug under more sunny, warm light as has been explained to you during the many email exchanges with you. With all the product photos for this rug published in our online store you could get a perfect idea of what you would receive.
2. You kept insisting that we return the rug at our costs since you kept falsely claiming that the rug was different than the manufacturer's photos and since you did not want to use our free exchange option which allows customers to choose a different model in case the rug is not a perfect match for their interior.
Since there have not been any problems with other customers who purchased this same rug and since we delivered a totally correctly advertised product, we can only assume that you simply tried to abuse our return service and get a free return of your purchase (which in the case of this extra-large rug is indeed a high fixed fee valid for any location in the UK).
3. Eventually you choose to not use our return service and requested the address of our warehouse so that you could return the rug yourself, which coincidentally turned out to be close to your home. You could have simply chosen to return the rug yourself much sooner instead of keep trying to abuse our return service and unrightfully request a free return.
Since your returned the rug yourself and did not use our return service, we refunded your order in full within two days after reception of this in our warehouse and you were thus not charge any return service fee.
Frederic
Happiness Manager @ Carpetstore XL
highly unprofessional
highly unprofessional: I ordered two carpets and made a clear written arrangement to give one back without paying for the retour service, if I'll take another and change - I changed one and he let me pay 129 Euro extra for the retour service, we had all written down and after all he invents a new story, never had such a bad situation in the online business
March 5, 2024
Unprompted review
Best price and quick delivery
They price matched a rug and gave an extra £20 off which made me choose to shop with Carpet Store xl over others. Speedy delivery, came in 2 days and over xmas period. Thanks :)
December 27, 2023
Unprompted review
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10/10, so chuffed with my purchase
I was nervous about shopping here after seeing the HQ was outside of the UK (in Brussels), but I'm so happy I took a chance. The service I received has been exceptional, ordered my rug on the 20/11 and it arrived on the 21/11! Also contacted Frederic to ask if I could amend my contact details, and he got back immediately and was very helpful. The rug I purchased (Asiatic, Flores Kira) was £60 cheaper than any other site I've found – AND free shipping. I absolutely love it, thank you so much. Would recommend to anyone :)
November 21, 2023
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Aishah,
Thank you very much for your positive review of the service which you have allowed us to offer you!
I am very glad that you are happy with your new Flores Kira FRO4 (200 x 290 cm) rug by Asiatic London and I wish you a lot of joy from the optimized atmosphere in your newly upgraded interior the coming years
Thank you very much again too for your trust & purchase in our store and enjoy a most pleasant continuation of your day!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Stay away - return for free is a fake
Carefully read the terms and conditions of the promoted return for free. This is fake! You cannot return for free just choose another model or pay for shipping > 99 Euro ( which I did) because the quality of the carpet did not match the price level.
Very unprofessional conversation regarding the return and trying to threaten me with European law. Ridiculous - forget this shop.
November 8, 2023
Unprompted review
I was kept updated and my rug arrived…
I was kept updated and my rug arrived on the day that was estimated. I’m so very pleased with it and very happy with the service
October 27, 2023
Unprompted review
Very fast delivery, beautiful quality and great customer service
Very fast delivery, ordered late Sunday night and it arrived Tuesday morning. The rug is beautiful, it was perfectly wrapped and lovey customer service with a personal touch in his emails.
I’d highly recommend this company and would happily buy from again.
February 21, 2023
Unprompted review
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From first contact with Frédéric to…
From first contact with Frédéric to receiving my rug was exceptional service, quality product at an amazing price and super fast delivery, I would not hesitate in recommending this company and rate them A++++++++ for exceptional customer service, Frédéric you are a credit to this company!!!! thank you 😁
December 13, 2022
Unprompted review
I ordered a rug which was a good price…
I ordered a rug which was a good price and a very nice rug BUT it has a fault line down one side. I emailed the company who firstly implied I was seeing things and I should be grateful of the price. then when I sent more pictures they have ignored me … wouldn’t recommend due to unhelpful customer service
#44935
August 9, 2022
Unprompted review
Reply from Carpetstore XL
Dear Ms. Irish,
We regret reading that you have been unhappy with the rug by Asiatic (York Purple 120 x 170 cm, £94.00). As I have replied to you following your complaint which included several photos I could not see anything abnormal with the rug which you said had a fault, and I have really looked at your photos attentively...
Please note that I did not respond claiming that you should 'be grateful of the price', which has a different connotation than my response which was that I could not see the flaw you tried to show and that these cheaper rugs which are hand-tufted in India may have some imperfections. These imperfections are common in this price range for this type of hand-made rugs and the manufacturer would respond in the same way and refuse the complaint about your order...
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Exceptional quality for price …
Only ordered rug on Friday and received it on Monday morning. Quality of rug was exceptional especially as around 30% cheaper than Dunelm where I first seen it.
Would highly recommend CarpetstoreXL to anyone especially as kept up to date on delivery details which some companies fail to do.
May 17, 2022
Unprompted review
Fantastic quality rug
Fantastic quality rug, came very quickly. Brilliant customer service from Frederic who kept us updated all the time! I will definitely but again from them👍😊
March 10, 2022
Unprompted review
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Excellent customer service
Frederic was so helpful from immediately replying to my initial inquiry to keeping me updated regularly pre delivery. Rug (plus free pouf) arrived within 2 weeks of order being placed and we are delighted. Can't wait until our house build is finished so we can see the rug in situ.
January 17, 2022
Unprompted review
Great price on the rug we purchased
Great price on the rug we purchased. Very quick delivery. No hassle whatsoever. Would recommend
December 19, 2021
Unprompted review
Reply from Carpetstore XL
Good morning dear Mr. Falkus,
Good morning dear Peter,
Thank you very much for your positive review of your shopping experience at our store!
I am very glad to read that you are completely happy with the quick delivery of your Borealis Abstract Mustard rug by Andessi and that you would recommend our store to other customers.
I wish you a lot of joy from the optimized atmosphere in your recently upgraded interior where you have offered your rug its new home, and thank you very much again for the time you have taken to share your experience with us!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Great quality carpets at excellent prices
Great quality carpets, best prices around. Also very efficient delivery.
September 27, 2021
Unprompted review
Reply from Carpetstore XL
Good morning dear Ms. Day,
Good morning dear Megan,
Thank you very much for the 5-star rating of your experience at our online store!
I am very happy to read that you are completely satisfied with our very efficient delivery and the great quality of your Quarry QUA05 Ivory / Grey (269 x 361 cm) rug by Nourison! I wish you a lot of joy from the optimized atmosphere in your upgraded interior where you have offered your rug its new home.
Thank you very much again for your positive review as well as for your trust & purchase, and enjoy a most pleasant week!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
I rang and efficient service
I rang and efficient service. Whether it was in stock and correct estimate delivery date. If I wanted to return for something else no problem. But delightful rug
September 26, 2021
Unprompted review
Reply from Carpetstore XL
Good evening dear Ms. Griffin,
Good evening dear Alice,
Thank you very much for sharing your satisfaction with our customer service and with the delightful Mad Men Blast Beige 9123 (230 x 330 cm) luxury rug by Louis De Poortere which you have purchased at our online store after your phone call!
I am very glad to hear that you are completely happy with your choice of rug and I wish you many years of joy from it in your upgraded interior.
Thank you very much again for your positive review as well as for your trust & purchase, and enjoy a most pleasant evening!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
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I am very happy with the rug
I am very happy with the rug, but I was waiting for a long time.
September 26, 2021
Unprompted review
Reply from Carpetstore XL
Good evening dear Ms. Grier,
Good evening dear Mary,
Thank you for very much for sharing your happiness with the Nourison Etchings rug by Nourison which your have purchase at our store in September last year.
It was indeed very unfortunate that there have been very severe supply issues for the rugs by Nourison for an extensive period last year due to the manufacturing & supply chain interruptions in Turkey & Asia caused by a combination of the extremely high demand and lack of production capacity combined with factories who were suffering from absent staff due to Covid…
These factors combined have caused a long delay with the arrival of your extra large rug in size 244 x 305 cm at the warehouse of the distributor for Nourison in London; to make matters worse the distributor was also not getting any proper or reliable information about what to expect from Nourison’s head office and manufacturing units, so we in turn could not provide with the information which we desperately were seeking to share with you…
We have temporarily halted the sales of the rugs by Nourison around that same time for several months as a consequence of the continuing supply problems which were causing unreasonably long delays & delivery times for our customers. We most sincerely regret that you had to wait so long to receive your rug which I’m glad to hear you have been enjoying a lot since reception of it.
I wish you many more years of joy from your purchase as well as a most pleasant Sunday evening!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Brilliant service from Frederick and an…
Brilliant service from Frederick and an absolutely beautiful rug.
September 26, 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. Leadbetter,
Good afternoon dear Yvonne,
Thank you very much for your positive review of the service which you have allowed me to offer you after your purchase of the Freja Faux Fur Copenhagen rug by Andessi!
It’s a pleasure to read that you are fully happy with the customer service which you have received from me and have found to be brilliant. I’m very glad to hear too that you are fully happy with your absolutely beautiful rug which you have chosen from our rug collections.
Thank you very much again for your 5-star recommendation as well as for your trust & purchase in our store, and enjoy a most pleasant continuation of your Sunday!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
Great find for a huge selection of rugs
Delighted I came across Carpetstore XL as I couldn’t find a rug to suit the space from any other store. No issues with a prompt delivery and there was great response from their customer services when I had a query. The rug was way better than anticipated in both quality and aesthetics. I’d recommend if you are looking for any type of rug.
September 26, 2021
Unprompted review
Reply from Carpetstore XL
Good afternoon dear Ms. O’Reilly,
Thank you very much for your sharing your positive experience at our online carpet store!
It’s a real pleasure to hear that you were delighted to find the Illusion Prism rug by Andessi and that it was a perfect match for your interior! I’m very glad to hear that you also found the rug even better than anticipated in both quality & aesthetics after you selected the rug based on the reliable online product photography.
I wish you a lot of joy from the optimized atmosphere in your upgraded interior the coming years, and thank you again very much for your recommendation of our store & customer service!
Frederic
Happiness Manager @ Carpetstore XL
https://www.carpetstorexl.com
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