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Terrible experience with rug of poor quality

3/24/2025

I ordered a rug from this store last year and I had terrible experience. The rug supposed to be delivered in winter but was delivered in spring only. It didn't match the order, the ornament was different, colours were random, I asked for tassels on both sides and they made it on one side only. It was damaged during delivery (maybe because of the cheap packaging (plastic food wrap) and weather conditions it is faded and the rug got blue spots) and they refused to make a return, refund despite the fact that on the website they guarantee return. I cannot use defected rug and I lost 1280 euro...

Dean
7/24/2025
Good pricing, good service. Thank you!
Ruth
7/14/2025
Mooi mat. Precies zo als op de foto’s. Zeer blij mee. Heeft veel karakter
How would you rate Beni Ouarain Outlet Store?
Isabelle Wangen
5/22/2025
great rug
4/25/2025
good price and fast delivery . We love the rug!!
Kirstin Nillesen
3/30/2025
Terrible experience with rug of poor quality
3/24/2025
I ordered a rug from this store last year and I had terrible experience. The rug supposed to be delivered in winter but was delivered in spring only. It didn't match the order, the ornament was different, colours were random, I asked for tassels on both sides and they made it on one side only. It was damaged during delivery (maybe because of the cheap packaging (plastic food wrap) and weather conditions it is faded and the rug got blue spots) and they refused to make a return, refund despite the fact that on the website they guarantee return. I cannot use defected rug and I lost 1280 euro...
Response by Beni Ouarain Outlet Store
Dear Polina, We are sorry to hear that you remain dissatisfied with your order, despite our extensive efforts to resolve the situation. We would like to clarify a few important facts for future customers reading this: • Your rug was custom-made based on the design you approved. We communicated with you throughout the process and shared photos during production. At no point did you raise concerns about design, color, or tassels at that stage. • Tassels on one side were part of the agreed design you selected. Nonetheless, we offered to add tassels to the second side for free. • Any minor variations in color or details are inherent in handmade artisan products and were clearly stated before purchase. You also specifically requested more color variation via email. • We offered you several solutions, including: a 25% discount, professional cleaning (free of charge), and customization. These offers were declined. • As the rug was made to your specifications, the return policy—as stated on our website and under EU law—does not apply to custom-made items. We always aim to act with integrity and goodwill. It’s unfortunate that our efforts were not appreciated. We remain proud of our craftsmanship and service, and stand behind the quality of what we delivered. If you would still like to resolve this amicably, our team is always open to respectful dialogue. Warm regards, Beni Ouarain Outlet Store

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