San Francisco, California
Featured Not resolved
Customer service
Delivery Service
Product or Service Quality

I bough the "Charm" Rug, 9x12. Looks great - but it's a terrible product.

Not hand-knotted just "tufted", so yarn come out w/slightest pull. There are 1-2cm gaps between tufts that are rough with sharp bits of glue or something and feel terrible on naked toes. It's Shedding SO badly I can't even vacuum it b/c it fils up the vaccuum bag instantly & then vaccum won't work. At this rate, soon it will be bald and have big gaps between yarns.

Too bad, b/c it looks really great.

"Front Porch" delivery left this huge, heavy rug at garage level (one floor down from front door).

Product or Service Mentioned: West Elm Rug.

Reason of review: Bad quality.

Monetary Loss: $1500.

Preferred solution: Let the company propose a solution.

West Elm Cons: Delivery and product quality.

  • Charm Rug Bad Quality
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I was about to get this too! I won't now bc of your review so thank you.

I am in love with the look of the Charm wool rug though. A medium pile would probably be better though.

Anyone find anything similar?! I have been looking at rugs for a year now and finally found a look I love!


I am having the same problem and they are not refunding for my rug.


I have the rug too. It sucks.

I love the look but am pulling off balls of wool every day.

Hand fulls of it come up at a time. Hate it.


How in the world does West Elm stay in business? Their customer service couldn’t get any worse.


Thank you so much for your review! Had this item in my cart and ready for check out until a random search revealed your post.

I was simply looking to see how others had styled the rug in their homes.

You have saved me 1200 and a huge headache. Thanks!