Ernesta: Custom-Sized Rugs With a Luxury Buying Experience and Patchy Aftercare

Ernesta’s documented strength is genuinely custom sizing. Founded in 2022 by the co-founders of Peloton, the direct-to-consumer brand makes rugs to your room’s exact dimensions, down to the inch, rather than forcing you into standard sizes. Dwell’s writer tried Ernesta to warm up a barren room and noted the company’s simple sample-first process. The Quality Edit called it the most luxurious direct-to-consumer experience its reviewer had, describing custom sizing as a game changer and concluding Ernesta is absolutely worth it for anyone struggling with standard sizes. On Trustpilot, Sophia (US, 5 stars) praised her rug as soft, luxurious, easy to clean and free of shedding, saying she regretted buying a competitor’s rug. Even critical reviewer Adam (US, 1 star) said Ernesta is a great idea and the rugs are perfect for his family.

Ernesta’s range includes wool flatweave, plush wool, textural wool, hand-knotted, Persian-style, jute, performance and indoor/outdoor rugs, in hundreds of styles. Prices on Ernesta’s site start around $300 for some performance and jute rugs and run to about $975 or more for starting sizes, rising with dimensions. You can order up to five samples, book a design consultation, and add a rug pad cut to the same size. Ernesta runs a showroom on Manhattan’s Upper East Side, and parcel-eligible rugs can arrive in about two weeks.

The honest caveat: Ernesta’s Trustpilot score is 2.4 from just 10 reviews, with 70% one-star ratings and no company replies. Reviewers report fraying ends, pilling, seams coming apart and binding that looked “heathered.” Others describe no phone line, slow text support, order mix-ups and a missed delivery. Marianna Sachse (US, 1 star) said Ernesta doesn’t let customers write product reviews on its site.

Quick Highlights

✅ True custom sizing, down to the inch
✅ Founded by Peloton’s co-founders
✅ The Quality Edit called it the most luxurious DTC experience its reviewer had
✅ Up to five samples before ordering
✅ Design consultations to choose style and size
✅ Hundreds of styles across wool, jute, performance and outdoor rugs
✅ Rug pads cut to match
✅ NYC showroom on the Upper East Side
✅ About two-week delivery for parcel-eligible rugs
✅ Prices from around $300
✅ Some buyers praise softness and zero shedding
✅ Performance rugs for easier cleaning

❌ Trustpilot score of 2.4, 70% one-star (10 reviews)
❌ Fraying, pilling and seam failures reported
❌ No published phone number, per a reviewer
❌ Damage often classed as wear, per reviewers
❌ No on-site product reviews, per a reviewer
❌ Order mix-ups and a missed delivery reported
❌ Premium pricing with longer lead times

Why Trust This Review

This review draws on Ernesta’s 10 Trustpilot reviews (TrustScore 2.4), Thingtesting’s six reviews, hands-on accounts from Dwell and The Quality Edit, and Ernesta’s product pages. The Trustpilot sample is small and Ernesta doesn’t invite reviews, so it likely overrepresents problems. The Quality Edit’s review includes shopping links. GlossGirly has no commercial relationship with Ernesta that affects this verdict.

Full Review Breakdown

Custom Sizing and Design Process

Ernesta’s main appeal is custom sizing. Instead of choosing between an 8x10 and 9x12, you give your exact room measurements and Ernesta finishes the rug to fit. The Quality Edit explains the process: order up to five samples, book a design consultation, then submit your measurements. Its reviewer called custom sizing a game changer. Dwell’s writer highlighted the sample-first approach for choosing colours and textures confidently. Rug pads can be cut to match. The process isn’t flawless. Adam described being shown the wrong sample in Ernesta’s showroom, told inventory existed when it didn’t, and advised to cancel and re-place an order for a discount that then didn’t apply.

Materials and Quality

Ernesta offers wool flatweaves, plush and textural wools, hand-knotted and Persian-style designs, jute, performance and indoor/outdoor rugs. Sophia praised her rug’s softness, easy cleaning and lack of shedding. Robin Kostelnik (US, 1 star) said she’d ordered other Ernesta rugs without issues before. But quality complaints are significant for a premium brand. Marianna Sachse said both ends of a $2,000-plus rug frayed within months, while Ernesta classed it as wear. Lori Carlough (US, 1 star) said a $1,400 rug pilled in the first week. Empty Nester (US, 2 stars) said a Faye rug began coming apart at the seam. An anonymous reviewer said Velma’s protective treatment didn’t stop a tea stain.

Customer Service and Delivery

Ernesta’s after-sales service is its weakest area. Mark Nylen (US, 1 star) said he spent more than $35,000 on eight rugs, then couldn’t get a response through Ernesta’s text support line when he needed matching thread. He noted there’s no published phone number. Marianna said Ernesta refunded about $175 for fraying, less than the repair cost. Robin said Ernesta offered only 15% off another order for a rug with poor binding. Tammy Denney (US, 1 star) said her custom rug’s delivery didn’t show up after months of waiting. AshleyK (US, 1 star) said a “free shipping” email turned out to be a discount of up to $100.

Price and Value

Ernesta’s prices start around $300 for some performance and jute rugs and range to $975 or more for starting sizes of premium wool designs, with custom dimensions adding cost. Mark Nylen’s eight-rug order exceeded $35,000, showing how quickly whole-home projects add up. The Quality Edit felt the price is justified for people who can’t find standard sizes that fit. Given the quality and service complaints, though, Ernesta is a higher-risk purchase than its price suggests. Order samples, visit the NYC showroom if possible, confirm return and warranty terms in writing, and inspect your rug as soon as it arrives.

Best Products Worth Buying

Ernesta Wool Flatweave Rugs 

Custom-sized flatweaves in hundreds of styles. Best for dining rooms and living spaces needing exact dimensions. Trade-offs: some reviewers report fraying or seam issues. Inspect edges on arrival.

Ernesta Plush Wool Rugs 

Soft, plush wool rugs for bedrooms and living rooms. Best for comfort underfoot. Trade-offs: one reviewer reported pilling within a week in a high-traffic spot.

Ernesta Performance Rugs 

Rugs designed for easier cleaning. Best for kids, pets and dining areas. Trade-offs: one reviewer said a protective treatment didn’t prevent a stain.

Ernesta Indoor/Outdoor Rugs 

Custom-sized rugs for patios and covered outdoor spaces. Best for outdoor living areas with awkward dimensions. Trade-offs: confirm care requirements for your climate.

What Customers Actually Think

“I love how soft and luxurious the carpet looks and soo easy to clean. Zero shedding.” — Sophia, Trustpilot reviewer (US, 5 stars, Ernesta rug)

“Ernesta is a great idea and the rugs are perfect for us, but the process is not.” — Adam, Trustpilot reviewer (US, 1 star, Thatcher and Emerson rugs)

“I bought a rug from Ernesta for over $2k and within a month of so, one of the ends began fraying.” — Marianna Sachse, Trustpilot reviewer (US, 1 star, Ernesta rug)

“Within the first week noticed piling, fuzz balls and wear in one spot.” — Lori Carlough, Trustpilot reviewer (US, 1 star, 8x10 custom rug)

“The rugs may be marketed as a luxury product, but my experience with Ernesta’s after-sale customer service has been anything but luxurious!!!” — Mark Nylen, Trustpilot reviewer (US, 1 star, eight rugs)

Is It Worth It?

Worth considering if you need rugs in non-standard sizes and can order samples first. Given reported quality and service problems, confirm warranty terms in writing, inspect immediately, and document any issues quickly.

Competitors Table

FAQs

What makes Ernesta rugs different?
They’re custom-sized to your exact measurements, down to the inch.

Who founded Ernesta?
The co-founders of Peloton, in 2022.

How much do Ernesta rugs cost?
Starting prices range from around $300 to $975 or more, depending on material and size.

Can I order samples?
Yes, up to five samples before ordering.

Does Ernesta have a showroom?
Yes, on Manhattan’s Upper East Side.

Final Verdict

Ernesta solves a real problem with rugs made to fit your exact space, backed by a sample-first process and design consultations that testers describe as luxurious. Some buyers love the softness and finish.

Trustpilot reviews, though few, raise serious concerns about fraying, pilling, seam failures and hard-to-reach support. Order samples, confirm warranty terms, inspect your rug immediately and keep records. For custom sizing, Ernesta fills a gap, but buy with eyes open.

Scorecard