Ernesta Reviews 

Terrible customer service after a substantial purchase

I purchased eight rugs from Ernesta totaling more than $35,000. After I later changed the size of one rug, I simply needed additional matching thread to have its edge re-serged.

Ernesta does not publish a customer-service telephone number, and despite my attempts to reach the company through its text support line, I have received no response. For a company selling premium custom rugs—and after an order of this size—the lack of accessible, responsive customer service is extremely disappointing.

The rugs may be marketed as a luxury product, but my experience with Ernesta’s after-sale customer service has been anything but luxurious!!! 👎🏻👎🏻👎🏻👎🏻👎🏻

This rug (Faye) has started to come apart as if it was from a big box store or Amazon for 1/5 the price I paid. The rug is beneath a dining room table in a home where I live alone and very rarely “dine”. There is not a vacuum or other activity causing this damage. It’s literally just coming apart at the seam. Ernesta does not have warranty or customer service. They sell you an expensive rug and wish you the best. Nice.

After a highly frustrating experience with a well-known, NYC-based competitor, I was genuinely looking forward to an interaction with Ernesta that would make buying custom rugs easier. Unfortunately, that has not been the case.

We were prepared to purchase 10 rugs for our home. To test the waters, I ordered a single Thatcher Mocha rug. Realizing I forgot the border, my wife and I visited your Upper East Side showroom on May 17th to adjust it. From that point on, the experience spiraled into a comedy of operational errors:

In-store, we were told it was too late to adjust our test order rug and were shown a sample that looked brown instead of black.

We shifted our entire whole-house design to a different style (Emerson Black) based on this information - only for the original Thatcher rug to arrive at our home later looking perfectly black. We had been shown the wrong sample in-store.

In store we had assured there was plenty of Emerson in stock to complete tour order, only to be told days later that the inventory didn't actually exist.

Our order was part area rugs and part in home cut to size. After being advised to place an order for the area rugs, we were told by customer care to *cancel* that order. The reason? To get the "Welcome Offer" by bundling all the area rug orders together. So that's what we did, only to find the discount didn't apply as the new rug was the most expensive and therefore not eligible!!!!!

To cap it off, your team couldn't clear up whether the original order was actually canceled. And even after it was confirmed it had beed the next day, I was inundated with automated production emails while customer service struggled to provide a straight answer on our order status or why we were instructed to cancel in the first place.

I am reaching out to you directly this weekend to explain how a process that promises to simplify custom rug buying ended in such a time-wasting, ludicrous fashion.

Ernesta is a great idea and the rugs are perfect for us, but the process is not.

Adam

I bought a rug from Ernesta for over $2k and within a month of so, one of the ends began fraying. They claimed that the fraying was due to wear, not a manufacturer's defect. But I've never had a rug wear that badly within months of purchase. They only refunded me about $175 for the damage, less than the cost of repairing the rug. After repairing it, the same thing happened on the other end of the rug. Which is at a spot where literally no one walks on it. So there's no way that it is "wear".

Also, they don't let users submit reviews on their products. I never got a review request (even when I liked the rug!) and there's no option to write a review on their site. I'm not sure how they get so many positive reviews!

I love how soft and luxurious the carpet looks and soo easy to clean. Zero shedding. I regret buying another one from nordic knot as this one is a plus plus

Ugly rug. I ordered a wonderful quality rug but the binding made it look cheap and dirty. Contacted Ernesta but they only offered 15% off another custom order. I’ve ordered other rugs from them with no issues. Wish I could attach a pic of what I received. Really ugly and not the quality of the other rugs I ordered. The rug was beautiful but the binding was “heathered” and not a consistent color. BEWARE people. I thought Ernesta was my go to but no longer.

received the custom rug- initially loved the color, pattern, texture $1400 basically for 8x10. Within the first week noticed piling, fuzz balls and wear in one spot. Reported to customer service and told this was normal. Have only vacuumed the rug once. Was told how to deal with this...use a pilling shaver, trim fuzz balls, it did that to only have this one area pill again, after one month of trimming the worn area basically once a week I sent pictures again and contacted customer service. This worn area is where my husband sits on the couch and has his feet, smooth soled shoes (sperry top siders), it was not from a beater bar vacuum head or our 5 lb dog who does not sit on the rug and did not cause this wear. So now I am slightly beyond the "30" DAY MARK! I have sent in additonal pictures and filed a report with customer service. Now waiting for a reply. Clearly very poor quality, poor customer service, definitely not worth the price. Do not recommend Ernesta.com

We picked the Velma cause it says it's easy to clean and we added the extra protective treatment for it but have been utterly disappointed with it.We accidentally spilled a few drops of tea on the rug and the protective treatment did nothing to help. It still ended up with a light stain that we had to clean multiple times with mild soap and water before it eventually faded away.

Buyer beware. The company sent a promotional email advertising “free shipping.” However, when I attempted to make a purchase, I was informed that the offer merely provided a shipping discount of up to $100—a condition that was not disclosed in the email or on their website. Free shipping is not equivalent to discounted shipping, and the company declined to honor the promotion.

If the company is unwilling to honor a straightforward promotional claim, I question the likelihood that they would honor a product warranty or any other commitment in the future.

Do not purchase from this store. We ordered a rug a long time ago, waited months for it to be custom made and then when it was finally supposed to be delivered, no one showed up. Very inconvenient when you've taken off of work to receive. Emails and texts have partially been ignored and now we've been told that delivery will be almost three more weeks.