FrithRugs: most-reported complaints
Automated analysis of 162 public Trustpilot reviews published 2018-03-12 to 2026-09-03. TrustScore 4.9 from 2,926 total reviews — see the Trustpilot page. Quick answer: is FrithRugs legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that deliveries arrive late, with 16 out of 59 identified complaints citing this issue. Delivery failures are the second most common concern, accounting for 15 reports. Additionally, customers frequently mention that products are not as described, with 10 reports highlighting discrepancies such as incorrect dimensions. Finally, 7 reviewers note that customer support is unhelpful.
How to reach FrithRugs
These are the contact details FrithRugs publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 01745 584404, email [email protected], address Kaydon House, Kinmel Park, Bodelwyddan., LL18 5TY, US.
The company claimed its Trustpilot profile on 2015-08-20 and uses Trustpilot’s paid features. We last checked this profile on 2026-09-26 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.5★ on Google (84 reviews)
TrustScore over time
4.9 → 4.9 across 7 census measurements since 2026-08-23. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-23 (0%, 0.0d) · 2026-08-26 (0%, 0.0d) · 2026-09-05 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-26 (0%, 0.0d).
Severity: 8% of this company’s 59 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 44 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 44 company replies to negative reviews analysed, 32% engaged with the specific problem and 11% were generic templates.
3% of its 99 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 27% of this company’s complaints vs a 22% median across 92 ranked companies in its sector.
Review velocity: 173 of this company’s 2,926 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about FrithRugs?
Delivery late
16 reports · 27% of complaintsrising since 2023-06“The end of March came with no further contact from Leekes or the manufacturer”
The company replied on 2025-07-01: “Hi Allan and thank you taking the time to contact us. I'm sorry that we were unable to fulfil your order within the time-frame originally quoted to you. Also, many apologies regarding any lack of…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Customer service was woeful.”
“Delivery still has not arrived yet”
The company replied on 2024-11-11: “Sorry to hear about this! We use an automated system which sometimes may send 'how did we do' emails before your product arrives. If your delivery didn't arrive on time do not hesitate to contact us…”
Our classifier read this reply as a template response.
Delivery failed
15 reports · 25% of complaintsfalling“Customer service was woeful.”
“Frith say they cannot find my rugs and they maybe in a shop, which is closed.”
The company replied on 2020-05-06: “Hi, Thank you for your review. During lockdown it has not been as easy to update our website on items that have been sold, this is done manually on some items. With one off pieces like the Persians…”
Our classifier read this reply as a deflection.
“delivery driver just took it away which meant I had to reschedule the delivery.”
The company replied on 2025-10-06: “Apologies for lack of communication, but I'm glad to hear all had been sorted now and you can enjoy your new rug. Ian”
Our classifier read this reply as a template response.
Not as described
10 reports · 17% of complaintsfalling“overall height was just 12mm: one third shorter than advertised.”
The company replied on 2021-11-29: “Dear Paul, Your initial phone call stated 14mm, your email stated 13mm, you review states 12mm. We have offered to collect the rug for inspection, i offered to send you new packaging, (all of the…”
Our classifier read this reply as a deflection.
“Rug does not lay as flat as expected. Unable to flatten the few creases and ripples”
“discovered staining on the rug not visible in the rather poorly lit warehouse”
The company replied on 2021-09-15: “Hi, Thank you for taking the time to write a review. Occasionally things go wrong, we try our best to look after customers in a professional and polite manner. What our staff and staff of other…”
Our classifier read this reply as a deflection.
Support unhelpful
7 reports · 12% of complaintssteady“Customer service was woeful.”
“the lady Laura told her we don’t go to the post office everyday and it’s not our priority.”
“Frith say they cannot find my rugs and they maybe in a shop, which is closed.”
The company replied on 2020-05-06: “Hi, Thank you for your review. During lockdown it has not been as easy to update our website on items that have been sold, this is done manually on some items. With one off pieces like the Persians…”
Our classifier read this reply as a deflection.
Faulty product
6 reports · 10% of complaintsrising since 2023-06“It has barely been walked on so it’s so dissatisfying to see it look so shabby so quickly.”
The company replied on 2025-04-18: “Hi Andrew and thank you for taking the time to leave a review. I'm very sorry to hear you are having an issue with your purchase and I'll do my best to help resolve it. So we can determine what the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the replacement had the same fault as original.”
The company replied on 2025-01-29: “Good afternoon and thank you for your review. I'm very sorry to hear you had a bad experience using our company. Our warehouse aim to thoroughly check all items before dispatch so I will personally…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Did not hold rug in place”
The company replied on 2024-12-12: “Hi, sorry to hear about this. I've sent you over an email - Cam”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Misleading pricing
4 reports · 7% of complaintsfalling“glitch on the pricing on my first order which resulted in my order having to be cancelled”
“Took payment online for two rugs which we were told afterwards were out of stock with no expected date of availability for either.”
“sorry rug is another £900 that there was a error in pricing”
The company replied on 2019-07-24: “Dear Mrs Bates, Thank you for taking your time to leave us feedback. I have looked in to your order which you placed with us this afternoon and can see that one of our staff member imediatley…”
Our classifier read this reply as a deflection.
Compare FrithRugs with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.