Beautiful Products, Uneven Custom Experience
As a designer, I have specified NK rugs many times over the years, both from their stock collections and as custom pieces (custom sizes and shapes). My experience with their stock rugs has consistently been excellent. The product quality is beautiful, deliveries have been reliable, and the overall process has always been smooth. Unfortunately, my experience with custom orders has been quite different and has fallen short of the level of service I expected from a high-end brand. Communication and responsiveness were lacking throughout the process, and it was difficult to reach a dedicated point of contact or receive timely updates. As a repeat trade partner, I also expected a greater sense of collaboration, ownership, and willingness to help navigate the custom process. The rugs themselves are truly beautiful, which makes this feedback all the more disappointing. While I would continue to specify their stock collections with confidence, I would likely explore other options for future custom projects unless the customer experience improves.