JUSTRUG: most-reported complaints
Automated analysis of 362 public Trustpilot reviews published 2022-01-24 to 2026-09-23. TrustScore 4.6 from 1,302 total reviews — see the Trustpilot page. Quick answer: is JUSTRUG legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products are not as described, accounting for 38% of the 129 complaints identified in 362 reviews. Faulty products and unreachable customer support are also frequent concerns, representing 19% and 16% of complaints respectively. Delivery failures were reported by 13% of complainants, with trends indicating a rise in issues related to product description, faults, and support availability.
How to reach JUSTRUG
These are the contact details JUSTRUG publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected], address 16192 Coastal Highway, Lewes, 19958, US.
The company claimed its Trustpilot profile on 2022-01-20, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 8 of 14 in Rug Store. We last checked this profile on 2026-09-24 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.6 → 4.6 across 12 census measurements since 2026-08-17. 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: 2026-08-17 (73%, 10.8d) · 2026-08-20 (71%, 10.8d) · 2026-08-24 (71%, 10.8d) · 2026-08-27 (71%, 10.8d) · 2026-08-31 (71%, 10.8d) · 2026-09-03 (71%, 10.8d) · 2026-09-08 (74%, 11.3d) · 2026-09-12 (74%, 11.3d) · 2026-09-18 (69%, 10.8d) · 2026-09-21 (74%, 10.0d) · 2026-09-24 (76%, 9.5d).
Severity: 5% of this company’s 129 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 22.0 days between the experience and publishing their negative review (134 reviews record both dates).
Measured reply time: across 93 negative reviews that received a public reply, the median wait was 6 days — the company profile reports an average of 9 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 93 company replies to negative reviews analysed, 63% engaged with the specific problem and 28% were generic templates.
35% of its 215 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: not as described makes up 38% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 509 of this company’s 1,302 Trustpilot reviews (39%) were written in the last 12 months.
What are the most common complaints about JUSTRUG?
Not as described
49 reports · 38% of complaintsrising since 2025-10“The rug is ordered is completely different them the rug is payed for.”
The company replied on 2024-12-27: “Dear Mary Jo, Thank you for sharing your feedback, and we're truly sorry to hear about your experience. We always strive to ensure that our customers are satisfied with their purchases. We want to…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“The rug received was not the same product as advertised online.”
1 reader marked this review helpful on Trustpilot.
“It is a very thin rug nothing special.”
1 reader marked this review helpful on Trustpilot.
Faulty product
25 reports · 19% of complaintsrising since 2025-10“After laying my £900 rug, I have now noticed faults in colour. There are white bleached drip marks all over rug.”
The company replied on 2026-06-17: “Dear Natasha, We are truly sorry to hear that your feelings about the Palatial Grace rug have changed since your initial 5-star review upon its delivery on May 15th. We take product quality and…”
Our classifier read this reply as a deflection.
“Love the rug but the way it was shipped was bad. It should have been sent rolled up instead of folded.”
The company replied on 2026-09-21: “Thank you for your review, and we're so glad you love your rug! We're sorry to hear the fold creases are still visible. We ship our rugs folded rather than rolled because rolled parcels are more…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“after one wash it shrunk considerably”
The company replied on 2026-07-09: “Hello, Thank you for sharing your feedback, and we are truly sorry to hear about this issue with your custom-sized rug. When our official washing and drying instructions are strictly followed…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
21 reports · 16% of complaintsrising since 2025-10“It’s been over two weeks and FedEx still hasn’t sent me my rugs. There’s no customer service number for just rugs.”
“I never recieved my order. I have tried multiple times to contact JustRug for help to no avail.”
The company replied on 2026-01-15: “Hi there, I am sorry to hear that you felt unsupported, as that is never our intention. To clarify the situation for transparency: Our courier records show the package was delivered successfully on…”
Our classifier read this reply as a deflection.
“Noone is responding to me. I have emailed both support emails and made contact through your contact us page.”
The company replied on 2026-09-22: “Hello, Thank you for your feedback, and we apologize for any worry regarding your return timeframe. Your prepaid return shipping label for order #22986 has already been generated and sent to your…”
Our classifier read this reply as a substantive response.
It promised: refund.
Delivery failed
17 reports · 13% of complaintssteady“This was not the rug I had ordered.”
The company replied on 2023-11-20: “Dear Bronek, we sincerely apologize for the inconvenience you've encountered, and we regret not meeting your expectations. This is an uncommon occurrence for us, and we are actively working to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“I never recieved my order. I have tried multiple times to contact JustRug for help to no avail.”
The company replied on 2026-01-15: “Hi there, I am sorry to hear that you felt unsupported, as that is never our intention. To clarify the situation for transparency: Our courier records show the package was delivered successfully on…”
Our classifier read this reply as a deflection.
“I was charged but have never received a rug. That was 6 months ago.”
The company replied on 2025-05-29: “Dear Customer We're very sorry to hear about your experience and completely understand your concern. According to our records, a full refund for your order was already processed. If you haven’t…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery late
16 reports · 12% of complaintssteady“It’s been over two weeks and FedEx still hasn’t sent me my rugs. There’s no customer service number for just rugs.”
“I’ve emailed the company for an update 2 days ago and still not had any response.”
The company replied on 2026-08-25: “Hi Lee, Thank you for bringing this to our attention. We are sorry to hear about the delay and any frustration caused. We tried looking up your review details in our system, but we are unable to…”
Our classifier read this reply as a template response.
“I have not received them after 2 weeks”
Refunds delayed
8 reports · 6% of complaintssteady“Noone is responding to me. I have emailed both support emails and made contact through your contact us page.”
The company replied on 2026-09-22: “Hello, Thank you for your feedback, and we apologize for any worry regarding your return timeframe. Your prepaid return shipping label for order #22986 has already been generated and sent to your…”
Our classifier read this reply as a substantive response.
It promised: refund.
“9 days of chasing and still zero response on my return.”
The company replied on 2026-09-18: “Dear Jenny, We understand your frustration, but your prepaid return shipping label for order #22743 was already generated and emailed to you yesterday. Because emails with attachments can sometimes…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I cancelled the order. You refunded my money. You sent the rugs.”
The company replied on 2026-01-02: “Dear Monainne, Thank you for your feedback, and we sincerely apologize for the inconvenience caused by our automated email system. We would like to clarify the process for you and our community: Even…”
Our classifier read this reply as a substantive response.
It promised: refund.
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 2026-09-24.