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Business Profile

Carpet and Rugs

Hook & Loom Rug Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rugs.

Reviews

Customer Review Ratings

4.7/5 stars

Average of 23 Customer Reviews

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Review Details

  • Review fromBrendan B

    Date: 09/18/2023

    2 stars

    Brendan B

    Date: 09/18/2023

    I purchased an 8 x 10 Brighton Eco Cotton Rug about 9 months ago. Initially, I liked the style and feel of the rug, but unfortunately it has worn terribly. It has developed dozens, if not hundreds, of snags, and shows an incredible amount of dirt/wear. I have offered to give this rug away for free to family/friends, but no one is willing to take it - it is disheartening that a company that is marketing itself as "eco" is producing such a poor product that it will end up in the landfill after less than a year of use.

    Hook & Loom Rug Company

    Date: 10/17/2023

    Hi We are very sorry this rug did not perform properly for you. We understand that you have a pet and we believe this is the cause of the snags. Some pets pull at the rug with their nails and the loose woven ones, such as the patterned flatweaves and the loom hooked rugs, can be damaged.As you know, we have sent you a free replacement of a solid color flatweave, which are more tightly woven. We are hoping this has solved the problem and you are happy. Again, we are very sorry for the trouble. We really care about our customers and their happiness. My best to you,******************* owner
  • Review fromTrudy S

    Date: 06/13/2023

    1 star

    Trudy S

    Date: 06/13/2023

    I was sent the wrong rug color. When I called to return I was told that they had an issue with the shipping labels and to wait. After 2 weeks of calling and asking I sent it back paying $110.00. I don't trust this company!

    Hook & Loom Rug Company

    Date: 06/16/2023

    We are so sorry to have not provided satisfying customer service.. We did send exactly what was ordered, but mistakes happen and its our job to fix them as quickly and easily as possible. We did have an extended problem generating return labels and sincerely apologize for the frustration caused. As you know, we refunded your order in full. In consideration for the problem, we would like to offer to deduct the shipping cost you paid from the cost of the rugs in the color you want. Please email me at ********************** or customer service at ******************** and we will take care of you..Thank you very much.******************* owner
  • Review fromPamela C

    Date: 06/10/2023

    5 stars
    This company has some of THE BEST Customer Service  I have ever encountered! They truly care about their customer's experience and will do whatever it takes to make you happy. I mistakenly ordered $1000 worth of rugs that turned out to not be pet-friendly. I didn't realize it based on their website info. They went above and beyond to replace them all completely FREE to me with a whole new set of rugs. The new rugs are GORGEOUS and completely impervious to my dog's claws. I HIGHLY RECOMMEND this company!

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