Ordered a rug that was delivered mid-April. Was really happy with it, then we went away for a week and came back to find a big hole with fluff surrounding it right in the middle of the rug. Lifted the sofa to see if there was any other damage and found another hole with little dead furry beetles around it. Didn’t know what they were or how this could have happened in just one week, so uploaded photos into AI. The answer came back as carpet beetle damage and due to the gestation period, likely to have already been present in the rug when it arrived. We sent numerous photos to Benuta who have tried to wriggle out of responsibility claiming initially that our Hoover caused the damage, even though underneath the sofa had not been hoovered and you can clearly see the wool has been chewed and the presence of dead beetles They have offered a 20% refund as ‘goodwill’ and when I turned it down upped it to 51% but stated that both offers were dependent on us sending the rug to them, where they would assess it and could then potentially offer us less as they would take wear and tear into consideration. We have turned their offer down and will pursue a refund through our credit card company, but be warned if you buy a rug from Benuta, it could come with an extra something you weren’t expecting!
Our rug is just outside their 60 day return period so if you think less than 3 months is an acceptable lifespan for a rug, you are happy to potentially transfer carpet beetle larvae to your other carpets and you enjoy being on the receiving end of aggressive and accusatory customer service, go ahead and buy from Benuta, you won’t be disappointed!