2.33
40% of reviewers would recommend to a friend
Ernesta
2.3 • 6 Reviews
Ernesta delivers custom area rugs by designing high quality rugs for the everyday home.
ernesta.com2.33
40% of reviewers would recommend to a friend
18d ago
My carpet came with creases in it that won't fully go away, curled up edges that won't go down and a repulsive chemical smell that won't go away. I spent months airing it, vacuuming it and even professionally cleaned it. Then they held the fact that I did those things against me and said the smell can't be their fault BECAUSE I had gone through the trouble to do all of those things before contacting them for a replacement. Plus they said ODORS ARE NOT CONSIDERED A DEFECT.
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Ernesta
Hi S K. We’re so sorry to hear about your experience and wish it could have been different. Our rugs are thoroughly inspected to ensure the highest quality. Unfortunately, in working with you to solve this, we could not claim on warranty due to the delivery happening six months prior to your report. We would be happy to speak again though to see if we can help in any further way
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1y ago
Unfortunately bought two large rugs with them. The corners are always “up” so you trip on them ( I tried everything to “reshape them).It looks really bad. I tried to reach the company and they did not care. Had to throw them away and los $800.
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Ernesta
Thanks for your feedback. This is not the experience we hoped you’d have. We’ve passed along your comments to our team and they will reach out to you via email for additional support with your order. As a new company, your business is extremely important to us. We look forward to working together to get you just the right rug for your home.
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1y ago
FOLLOW-UP 2, May 2024: I emailed the company as they invited me to do in their response here, and they then offered to replace the rug at no cost. They also included a built-in padding to resolve the issue of having the corners flip up. That worked, which makes the rug much, much better! I wish they would have responded with better customer service right away, but better late than never. FOLLOW-UP, December 2023: - The company replied here saying that they had emailed me to resolve the issue. They never emailed me, so that's some serious BS. - Re: quality, we've had the same issue with corners curling (and tripping us) as the other reviewer. See photo for some serious curl. - Does anyone else find it suspicious that 2 positive reviews appeared here at the same time as the company responded to the 2 negative reviews? Anyone smell a fake review or 2?? - Conclusion: Avoid this company like the plague. ORIGINAL REVIEW, October 2023 Their website for ordering is so unclear and confusing that we accidentally ordered the wrong color. Contacted customer service and were told “That’s on you.” $900 down the drain!!! Brand new company, needs to work out the kinks before they stick customers with high-priced wrong orders. Never again.
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Ernesta
Response to Update: We truly value your feedback and the opportunity to make things right. Our team has tried to contact you by phone and email on Nov. 14, 2023 to replace your rug free of charge. Please check your spam folder to ensure you have not missed our communications. You may also reach us at [email protected]. Original Response: Thanks for your feedback. As a new company, your business is extremely important to us. We pride ourselves on delivering seamlessly crafted, custom-sized rugs. We’ve passed along your comments to our team and they have reached out to you via email to learn more details. We look forward to working together to get you just the right rug for your home.
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1y ago
the two rugs I bought I spent over 2K in rugs and padding. They were supposed to be pet friendly and neither one is. They're already pilling and you cannot get stains out. It says to take them in to have them professionally cleaned. where?? they are HUGE! I have two small dogs who havent done anything to them other than walk on them. it pickes up every spec of dirt imaginable. you're better off going to a carpet place and having the edges done like i almost did in the first place. I'll probably be replacing my overpriced rugs in the near future because they already look bad and its only been 3 months! dont waste your money
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Ernesta
Hi Suzy, Thank you for sharing your feedback. Our pet-friendly styles are made for easy care and can work well for the occasional accident. We’d love the chance to learn more about your experience, share care information, and help find a solution that allows you to enjoy your Ernesta rug for years to come. Please send us a note at [email protected] and mention your Thingtesting review. We would love the opportunity to make this right.
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1y ago
We ordered the clemens and couldn’t be happier! The delivery scheduling and install were seamless. In fact, the delivery men were able to get our clemens rug under a 700 lb bed!!! We love the rug which really completed our japandi bedroom. 10/10, cannot recommend this brand enough.
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Ernesta
Hi SK. We’re so sorry to hear about your experience and wish it could have been different. Our rugs are thoroughly inspected to ensure the highest quality. Unfortunately, in working with you to solve this, we could not claim on warranty due to the delivery happening six months prior to when this was reported. We would be happy to speak again though to see if we can help in any further way
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1y ago
Before finding Ernesta, I had a rough time with online rug purchases having ordered and returned three rugs that looked different in person and just didn't fit my space. I found Ernesta and ordered samples to see how they looked in my own space - was so glad I did! Having the samples helped me choose a pattern I wouldn't have considered and absolutely love it! Their support team was patient and helpful, answering all of my (many) questions. The delivery was also seamless, and the team placed the rug exactly as I wanted (which was nice after having had to place and return the other three rugs on my own). I wasn't in the market for a custom rug but the additional floor coverage really made a difference in pulling my living room together. I've had my rug for a few months now and it still looks beautiful - definitely recommend them for a high quality, seamless experience!
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Ernesta
Thanks for your feedback! We’re happy to hear that you’re enjoying your Ernesta rug. Please don’t hesitate to reach out should you need any additional assistance with your purchase. We hope to have the chance to help you with another rug soon!
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