I ordered three rugs one came almost immediately and the other two took a bit of time but oh so worth the wait. My house looks beautiful now they just finish it off.
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Scopri cosa dicono le persone
I waited weeks for the runner to arrive, only to be told it had been sent back to Germany with no explanation of why it wasn’t delivered. The address was correct, Teppana advised me to get in touch wi... Leggi di più
L'azienda ha risposto
Ordering and delivery is straightforward. The rugs have a reasonably good range of colours and design styles. And it’s great to be able to wash them. Staining from dogs running about and kitchen accid... Leggi di più
There was a good selection of colours and textures which helped. I do especially like that the rug can be cleaned so easily. I think I would opt for the thicker base in future as would feel better und... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
The first washable rug! No more worrying about stains. You can easily wash our rugs in your washing machine at home.
Informazioni di contatto
Obenhauptstraße 4, 22335, Hamburg, Germania
- +44 330 818 1003
- service@teppana.co.uk
- teppana.co.uk
4,3
Eccellente
155 recensioni
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Love my rug
Love my rug. Minor problem I find it hard to fit it to underlay. Should there be Velcro fasteners? The underlay is shorter than rug.
12 aprile 2025
Non scritta su invito
Didn't like rug and returns were difficult
Ordering was straightforward, and the rug was delivered about 2 weeks later by UPS, who texted me with a delivery date which was unsuitable, so I had to create a UP account to change it, which was accepted, and then they delivered it on the original date when we weren't in and left it on the doorstep! I was disappointed with the quality of the rug. I wouldn't describe it as a rug, more like a mat, as it was completely flat with no pile. It felt cheap to walk on and I think the cream border on it also made it look cheap. Then the faff to return it! As Teppana is based in Germany, I had to print off numerous copies of invoices to attach to the parcel for customs. I sent a couple of email queries to Teppana which weren't answered. I then had to find a UPS drop-off point where I could park nearby as the parcel was huge and heavy. I was able to track its journey, and it was stuck in a warehouse in Germany for a week. Eventually, it was delivered, and to give Teppana credit, they refunded my money within 48 hours.
28 marzo 2025
Risposta di Teppana UK
Dear Diane,
Thank you for taking the time to share your experience – we genuinely appreciate your detailed feedback.
We’re glad to hear that the ordering process was straightforward and that your refund was processed promptly. However, we’re truly sorry to learn that other aspects of your experience fell short of expectations.
We apologise for the inconvenience caused by the delivery process. While we rely on trusted courier services like UPS, we understand how frustrating it must have been to go through the extra steps of changing your delivery date only for the parcel to arrive on the original day.
We’re also very sorry to hear that the rug did not meet your expectations in terms of quality. We strive to present our products as clearly as possible online, but your feedback has highlighted that we may need to improve how we describe and photograph certain items.
Regarding the return process, we understand that international returns can be a hassle – especially with customs documentation involved – and we apologise for not responding to your email queries in a timely manner. This is certainly not the level of service we aim to provide, and we’re actively working on improving our customer support response times.
Thank you once again for your honest feedback. It’s invaluable in helping us improve both our products and our service.
Kind regards,
The Teppana Team
This is my second carpet which I am…awaiting credit for first one
This is my second carpet which I am very pleased with. My first one I am waiting for a credit which was returned (as colour didn't suit.
Everything was first class with the ordering and delivery as promised.
7 aprile 2025
Risposta di Teppana UK
Dear Edna,
Thank you so much for your kind words and for placing a second order with us – we’re delighted to hear you’re pleased with your new carpet!
We’re also glad to know that the ordering and delivery process met your expectations. That’s exactly the experience we aim to provide.
Regarding the return of your first carpet, we appreciate your patience. If you’re still awaiting your refund, please don’t hesitate to reach out to our customer service team with your order number – we’ll be happy to look into it right away and make sure everything is processed smoothly.
Thanks again for your continued trust in Teppana!
Warm regards,
The Teppana Team
Disappointed - cancelled my order
After 8 weeks I contacted Teppana as my order had not arrived. They reordered my rug and I was given a delivery date. I received an email on the expected delivery date asking me to pay for customs and taxes! The rug did not arrive on the day specified. I was very disappointed and at that point contacted the company via chatbot, I explained the situation. They offered to reorder my rug (for the 3rd time) however I asked for a refund which I received 2 days later. I hope,this was an isolated incident as I researched the reviews prior to ordering and they were all positive!
3 aprile 2025
Non scritta su invito
Risposta di Teppana UK
Thank you for taking the time to share your experience – and we’re truly sorry that things went so wrong with your order.
1. Long wait and delivery issues:
You’re absolutely right to be disappointed after such a long wait, and we completely understand your frustration. Your order should have arrived far earlier, and the whole situation with the repeated reorders was understandably upsetting.
2. UPS issue and incorrect customs request:
To clarify what happened: unfortunately, there were internal issues with UPS, our shipping partner at the time. Due to a mistake on their end, you were wrongly asked to pay customs and tax fees that should not have applied. This also affected the delivery timeline. We now work closely with our logistics partners to prevent this kind of error from happening again, and we’re genuinely sorry that you were caught in the middle of it.
3. Refund and your decision to cancel:
We’re glad we could process your refund quickly once you reached out, but of course, we wish it hadn’t come to that. You deserved a smooth and timely delivery, and we deeply regret that we didn’t deliver on that promise.
4. Thank you for your fairness:
It means a lot to us that, despite everything, you still took the time to mention the many positive reviews you had seen beforehand. We hope you'll give us another chance in the future – and if you ever do, please don’t hesitate to reach out directly so we can take extra care with your order.
Warm regards,
The Teppana Team
I phoned to ask when my ordered…
I phoned to ask when the rug I ordered would be delivered. The lady that answered the phone was very abrupt. Unfortunately I could not find the email with the order details. So I began to give some of my details.she interrupted and said it was going to be sent out next week. This has made me very nervous. I hadn't given her enough information and she certainly could not of found any details in such a short time before she answered. I asked if they could re send the original email. This was not possible? But I was given the order number. After reading a lot of the reviews on this site doesn't instill me with confidence with this company!
3 aprile 2025
Non scritta su invito
Risposta di Teppana UK
Dear Shelley,
Thank you for taking the time to leave your feedback. I'm genuinely sorry to hear that your experience on the phone didn’t meet your expectations.
Due to a poor phone connection, it was unfortunately difficult to understand parts of the conversation, which may have made the exchange feel less smooth than intended. When you called, we were able to locate your order using your phone number, which was linked to your original purchase. This allowed us to quickly provide the delivery update, even though we hadn’t yet confirmed your name.
Regarding your request for a copy of the original confirmation email: while our system doesn’t allow us to resend automated confirmation emails, we’re always happy to manually send an invoice or any relevant details upon request – which I did offer during the call.
Your rug is scheduled to be shipped within the standard 1–2 week delivery window, as outlined on our website and in the confirmation email.
We’re truly sorry that your confidence in us was shaken. Please rest assured that we take all feedback seriously and are always working to improve both our service and communication. If there’s anything further we can assist you with, don’t hesitate to reach out.
Excellent quality rug
Gorgeous rug made to order. Waited about 3 weeks so not to long. Would recommend this company
3 aprile 2025
Non scritta su invito
Lovely choice of products
Lovely choice of products. Great communication. Had to wait a little longer for product but worth the wait. We'll packaged. Did not disappoint.
25 marzo 2025
Non scritta su invito
Excellent product
Took a while to arrive but well worth the wait. Looks great, under mat excellent, easy to install, appears durable. Folds up incredibly small to machine wash. Highly recommended.
27 febbraio 2025
Non scritta su invito
Excellent rug will be ordering another…
Excellent rug will be ordering another one !!!
14 febbraio 2025
Multiple issues
Issues with delivery (was charged again by courier and then had to claim refund), then the pad was in 2 pieces (dispatch note suggests there should only be 1) which in my opinion were not close enough in size to the actual rug (about 4cm overhang all round). Challenged but personally think I was fobbed off. Really disappointed but unfortunately given the faff of getting it seems to be more stress than I need to return it. Only plus is the rug design itself is quite nice.
17 gennaio 2025
Risposta di Teppana UK
Dear Claire,
Thank you for your feedback. We are truly sorry for the issues with the delivery and have promptly refunded all the costs incurred.
Regarding the rug pad, we’d like to explain that it is intentionally sent in two pieces because, in larger sizes, it would be too difficult for one person to handle. This information is also available on our website. The pad is also purposely made slightly smaller to ensure a smoother transition and to keep it hidden beneath the rug.
We are glad to hear that you like the rug’s design. If you have any further questions or concerns, please feel free to reach out – we’re here to help!
Very happy with the rug
I was quoted a lead time of 6 to 8 weeks but the rug arrived in 2. Very pleased with the quality and design, it took a couple of attempts to fit it perfectly but it was quite easy. The dog also loves it which is good because he walks on it leaving the mud and the rain water behind! It’s easy to vacuum and doesn’t move. I haven’t had to wash this yet but very pleased so far!
13 febbraio 2025
Non scritta su invito
Great purchase
The non slip mat that goes under the rug is great, doesn't move at all. The rug itself is washable which is great and is thin enough to fit in a normal washing machine. The only slight quibble is that the undermat is slightly too small to fit the corner pockets of the rug, but minor issue. Would definitely recommend.
2 gennaio 2025
Non scritta su invito
Fabulous rug
Fabulous rug - looks wonderful in our Utility Room. We wish we had found you sooner as we love your designs and quality - it will only be Teppana for us from now on.
Absolutely 5 star. Thank you.
11 febbraio 2025
Non scritta su invito
This was my second purchase for a…
This was my second purchase for a kitchen runner. Good value and range of designs. As they are made to measure have to wait a couple of weeks but worth the wait. Wash well.
2 febbraio 2025
Non scritta su invito
No rugs until taxes paid
Rugs ordered in December. Only after they took payment were we told that expected delivery was 2-4 weeks as the rugs come from Germany. Almost 4 weeks later, delivery notification from UPS stated that we must pay £49.93 in taxes. Customer Services at Teppana told us that this was incorrect and that they would contact UPS. UPS have since attempted to deliver but we refused to pay and our rugs are now being held in a UPS warehouse. I updated Teppana on the situation and sent them a copy of the UPS invoice, but several days later, no reply received. I am now asking our bank to initiate refund action.
27 gennaio 2025
Non scritta su invito
Risposta di Teppana UK
Dear Yvonne,
Thank you for your feedback, and we are truly sorry for the inconvenience you have experienced. We understand how frustrating this situation has been, and we would like to provide some clarity.
Unfortunately, due to a technical error, UPS mistakenly directed the tax charges to you rather than billing us directly. This is not the experience we want for our customers, and we sincerely apologize for the added frustration caused by this. As explained in our email correspondence, we have offered to reimburse the charges immediately upon receiving proof of payment from you.
We are actively working on improving our processes to ensure this does not happen again. Your experience is very important to us, and we are committed to resolving this matter promptly.
Please don’t hesitate to reach out to us directly if there is anything more we can do to assist you.
Kind regards,
Teppana Customer Service Team
Beautiful rugs for a great price
I purchased 2 large carpets from them. Worth every penny! They ate beautiful, not cumbersome heavy. Easy to clean and also very reasonable in price 👍🙏
2 gennaio 2025
Non scritta su invito
I placed my order on 13.11.24 and it…
I placed my order on 13.11.24 and it was eventually dumped in my garage on 21.12.24. I am now having to go through a dragged out returns process to get my payment back. UPS are an appalling delivery company and the actual rugs are quite awful and expensive for what they are. I would not recommend this company.
21 dicembre 2024
Risposta di Teppana UK
Dear Jane, Thank you for your feedback, and we sincerely apologize for the negative experience you've had with the delivery of your order.
We want to clarify that we are Teppana, the retailer from whom you purchased your rugs, and we are not directly responsible for the delivery service. However, we understand the frustration caused by the delayed delivery and the issues you've raised with UPS. Rest assured, we will forward your concerns to our UPS contact to investigate the matter further and ensure improvements are made.
Regarding the quality of the rugs, we strive to offer high-quality products that meet our customers' expectations. We're sorry to hear that you were not satisfied, and we'd be happy to assist you in the returns process to resolve this issue as quickly as possible.
Please feel free to reach out to us directly if you need further assistance. We appreciate your patience and will do everything we can to support you through the return.
Best regards,
The Teppana Team
Great rugs great service delivered when…
Great rugs great service delivered when the said they would
12 novembre 2024
great looking rug and quick delivery
very happy with the quality and the speed of delivery
11 novembre 2024
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