Name: Runrug
Address: 84a Freeman Street, Grimsby, North Lincolnshire
Rating: 4.75

“Tracking the progress of shipping on my account said product delivered on July 12. But it wasn’t. I emailed with no response. No phone number to call. I had to go buy a different one my carpet install could happen on time. There was no way to canceling. Then a few days later, DHL texted that the carpet was on its way. They left it with my son who was not authorized sign for it. Now, I need to return it but shipping a return will cost me more than I paid for the carpet. So I give no stars because there is no customer service .”

Helpful Report

Posted 9 months ago

Hi Cindy Thank you for your review, although naturally we are very sorry to read about the issues that you have faced here. I have just been reviewing our customer service email system and can see messages from yourself all of which have been responded too by our agents looking to provide advice and support on the delay in the delivery of the runner. Please could I ask, if these have gone into your spam/junk folder? We do endeavour to get back to all of our customers within 1 working day, and are frequently quicker than this. In terms of being able to call us, on our site there is an option to 'contact us' which lists our opening hours and our phone number so that you can speak to a member of the team if required. We also offer a free returns service if you are unhappy with your runner, so there should be no fees for you to pay to return this back to us. If any of the previous messages we have sent are in your junk folder, please reply to those emails to ask for information on how to return, or alternatively, call 1-908-386-4809. We would be happy to support resolving these issues for you. Kind regards runrug.com

Posted 9 months ago

“Well to say I’m disappointed is an understatement the picture shows a runner for the hall it was a door size only and that slip mat for £8 was the biggest mistake iv ever made so far from satisfied will not be using you again I fell iv been ripped off”

Helpful Report

Posted 9 months ago

Hi Mandy, Thank you for taking the time to leave us a review. If you take another look at the website, there are two boxes which you have to click on to choose the dimensions that you specifically need, for your space. Naturally, the larger rug you order.. the more the price will increase. The image on the listing is of course just for illustrative purposes, our rugs are not all 'one size'. Please contact us directly and we'll be more than happy to work with you to get you the size that you need for your space! help@runrug.com. Thank you.

Posted 9 months ago

“Ordering my rug on the Thursday I was advised my rug would be delivered the following Monday or Tuesday only to be told the rug was not in stock and had to be ordered from supplier. It was never in stock!! Have now asked for full refund. The same rug is still being advertised on Facebook… why when they can’t supply it!!”

Helpful Report

Posted 11 months ago

Hi Doreen, Thank you for your review. I am very sorry for the inconvenience caused on this occasion. Unfortunately, all area rugs have to be ordered in from one of our suppliers. We therefore don't physically have them in our warehouse. That is why it states that delivery is '3-5 working days' on the product listing, on our website. I have had a look at the notes on your order and I can see that the supplier informed us of a delay in their production schedule when we placed the order with them. Naturally, this is completely out of our control, however, we are very sorry. Also, I will reach out to our digital team to have a look at our Facebook advertisements. However, we haven't stopped supplying the rug you chose, it's simply just unavailable for a couple of weeks. If you would like to discuss this further, please contact us directly and we'll be happy to speak with you. Thank you.

Posted 11 months ago

“Runrug's delivery dates are a total lie. I came into town specifically to receive package, but it's not even through customs yet. This company is sloppy and full of it.”

Helpful Report

Posted 11 months ago

Hi Garrett, Thank you for leaving us a review. I am very sorry that there appears to have been a delay with your delivery. I can assure you, we don't lie to our customers. Our customers are very important to us, we are a family run company and we pride ourselves on our service. We do infact currently hold a 98% on-time delivery rate. Unfortunately, sometimes there can be delays when shipments are moving through customs. Naturally, this is completely out of our control. However, we will always do our absolute best to chase up the courier to determine what the delay is, if we are made aware of the delay, firstly. I can however see, from your tracking information that the clearance processing is now complete and the delivery is now scheduled to be on 'June 07'. If you do not receive your order by the evening of June 07, please contact us directly and we will do everything we can, to investigate this for you. Help@runrug.com Thank you.

Posted 11 months ago

“Sorry - made order which got lost due to IT problems at their end. There wasn't any form of contact to let me know. If I hadn't chased, I wouldn't have got order. Order arrived, delivery poor (left in communal area), product very poor quality. Wouldn't use again”

Helpful Report

Posted 11 months ago

Hi David, Thank you for taking the time to leave us a review. We do understand you are frustrated and we do apologise for what happened. As we mentioned, an email did go out to all effected customers, once we had access to our system again. As your original order was deleted from our system before we even knew it existed, there was no physical way that we could have contacted you to tell you. I hope you can understand. I am also very sorry to hear that the delivery was poor and that you are unhappy with the quality. We are more than happy for you to contact us directly, and we'll arrange for an exchange or a full refund. help@runrug.com Thank you.

Posted 11 months ago

“I have not received my hall rug yet and am waiting for a response from your customer service.”

Helpful Report

Posted 11 months ago

“No communication no order delivered”

Helpful Report

Posted 11 months ago

Hi Robert, Thank you for your review. I do apologise for the delay with your order. I can see that someone from our customer service team has spoken to you today and a replacement rug has been prepared and dispatched for you. As they probably explained, we have been experiencing some technical difficulties which meant that we could not access any of our systems for a number of days. This of course explains the delay and the lack of communication. This was of course an unforeseen problem, therefore it is not how we usually do business. We hope that you will return to us in the future. Thank you.

Posted 11 months ago

“I was totally let down by them. I ordered a hallway runner and paid an extra £5 for next day delivery. The item did not arrive and during the following week I chased it up twice and finally I was given a delivery date 10 days late and loads if excuses. I cancelled in disgust”

Helpful Report

Posted 11 months ago

Hi Carole, Thank you for taking the time to leave us a review. We're very sorry to hear that there have been some issues with your order. I can assure you, our team would never mislead our customers in any way. I do believe that there would have been a genuine reason for any mistake or problem with delivery. We're a family run business and our customers are our number one priority. We'd therefore hate to lose you as a customer. Please do feel free to reach out to us directly, if you would like to discuss this further with a senior member of our team. We'll do everything we can to try and put this right for you. help@runrug.com Thank you.

Posted 11 months ago

“waiting for refund. When i ordered a rug online with you it did not say it was out of production when i paid for it. You sent a message after taking the money to say it was not available . I have not received an email to say the rrfund has been processed Kind regards Valerie Duncombe”

Helpful Report

Posted 1 year ago

Hi Valerie, Thank you for taking the time to leave us a review. We're very sorry once again, for the inconvenience caused from our supplier informing us of a production delay. This of course was also very disappointing for us, as we only learned of this information at the same time as you. I can also see that a full refund was successfully processed for you on April 18th. We do usually say to allow up to 5 working days for any refunds to be issued. Therefore, it should be showing back in your account within the next day or so. We hope this hasn't put you off returning back to us in the future! Thank you.

Posted 1 year ago

“I have not received my rug as yet, please can you look into this”

Helpful Report

Posted 1 year ago

Hi Wendy, Thank you for taking the time to leave us a review. I have reached out to you, in response to your email. I am very sorry to hear you haven't received your order, yet. I have looked into this with the courier, however I fear that it may be lost. I do apologise for this and I have now arranged for a replacement to be dispatched from our warehouse urgently, today for you. I hope this is okay. Thank you.

Posted 1 year ago

“Cannot really say much as we have still not received our paid for product.”

Helpful Report

Posted 1 year ago

Hi Kirk, Thank you for taking the time to leave us a review. I am very sorry for the delay you experienced while waiting for your delivery. I can see that the customs clearance process just took a little bit longer than usual, on this occasion. However, it's now showing as delivered! I do hope that everything is okay. Please don't hesitate to contact us, if we can help with anything else. Thank you.

Posted 1 year ago

“not recived order”

Helpful Report

Posted 1 year ago

Hi Paul, Thank you for taking the time to leave us a review. I am very sorry to hear that you have not received your rug samples. I have looked into the tracking information for you and they appear to have been delivered to 'Juan' at number 10. I am very sorry if a delivery card was not left for you, at your address. I will report this to our courier manager immediately. Please do let me know, if we can help with anything else. Thank you.

Posted 1 year ago

“would not recommend just cut straight off the roll making pattern unequal both ends terrible to look at will not purchase again”

Helpful Report

Posted 1 year ago

Hi Charles, Thank you for taking the time to leave us a review. As I hope you can appreciate, our rugs are prepared for our customers at 'any length'! This means that our customers can choose how long they would like it to be. Naturally, as the rugs are cut from a larger roll at specific lengths, the pattern will not always be equal for the full length of the rug. This is quite common with runners. I apologise but this cannot really be avoided, as if we were to prepare the rugs this way, we would have a very large surplus of stock, which we could not use. Please do feel free to reach out to us directly and we'll be more than happy to work with you regarding an exchange or a refund. help@runrug.com Thank you.

Posted 1 year ago

“Still waiting on order that should have arrived yesterday”

Helpful Report

Posted 1 year ago

Hi Shirley, Thank you for your email. I am sorry to hear of the delay with your delivery. I can see that we dispatched it on time, however, for some reason there has been a delay on the couriers side. Of course, this is out of our control but we do sincerely apologise on their behalf. I have reached out to them for an update and they have sent their apologies. They have advised to please allow a further 24-48 hours for the delivery to be attempted. If the delivery still hasn't taken place, please contact us directly and we will do all that we can for you. Thank you. help@runrug.com

Posted 1 year ago

“I'm still waiting for my rug ! Your customer service is appalling , Not one phone call to say it's delayed, I myself had to check where it was , after waiting in All day , for a delivery that You didn't deliver , I'm still waiting for confirmation, of my said delivery.”

Helpful Report

Posted 1 year ago

Hi Maureen, Thank you for leaving us a review. I am very sorry to hear that there was a delay with your delivery. I can see that one of our customer service representatives has been looking into this and has spoken to you and a gentleman called Michael. Unfortunately the delay was with one of our suppliers, I am afraid we were not informed of the delay until we chased this up for you. I do apologise. We take our customer care very seriously and we're sorry that your experience this time, was unsatisfactory. After looking into this now for you, I can see that the delivery was sucessfully completed yesterday at 12:35pm. If we can help with anything further, please don't hesitate to reach out to us again. Thank you.

Posted 1 year ago

“Disappointing.”

Helpful Report

Posted 1 year ago

Hi Martin, Thank you for taking the time to leave us a review. We're very sorry that you are unhappy with your purchase. I can see that my colleague Iain is working closely with you over email, to rectify any such issues that you may have. Hopefully we can now resolve the situation to your satisfaction. Thank you.

Posted 1 year ago

“Paid £5 for next day delivery which should have been 15th Feb. It is now 21st and no delivery received. Any company using Evri is asking for trouble, useless system that never improved at at alm after it name change from Hermes.”

Helpful Report

Posted 1 year ago

Hi Nom, Thank you for your review. I am very sorry to hear of the delay with your delivery. I can see that we did dispatch it on time, however, for some reason there was a delay on the couriers side. Of course, this is out of our control but we do sincerely apologise on their behalf and we of course, will be happy to look into what is causing this delay. - We will also be issuing you with a refund for the £5.00 that was paid. I can however, now see from the tracking that the shipment was delivered this morning at 09:00am. This is great news. Please don't hesitate to contact us directly, if we can help with anything further. Thank you.

Posted 1 year ago

“I ordered a runner for next day delivery. It arrived after 6 days. I emailed them twice. Spoke to their customer services over the phone couple of times and everytime they told me that they are going to refund my next day delivery charges but it never heppened. Very disappointing”

Helpful Report

Posted 1 year ago

Hi Jasim, Thank you for your review. I am very pleased to hear that your order has now been received! We hope you like it. With regards to your £5.00 refund, I can see that it was passed over to our finance team, on Friday afternoon. I am afraid due to us being closed over the weekend, this wasn't processed for you until Monday morning. Naturally, refunds on credit/debit cards are not instant. This should show back in your available balance, generally within 2-3 business days. Thank you.

Posted 1 year ago

“You made me pay another 45.00 to UPS after I already paid on the internet. That is BS!”

Helpful Report

Posted 1 year ago

Hi James, Thank you for leaving us a review. We are very sorry to hear you have received this charge. Unfortunately we've been experiencing a technical problem where our system has failed to supply the courier with some of our customers invoices. This is then leading to them needing to collect all duties/taxes from the customer, instead of us. If they had received the invoices originally, they'd have just charged our account, as they normally do. As explained in our email response to you, we are more than happy to issue you with a refund for this charge. I can see that this has already been passed over to our finance department and the payment should be back on your card within 2-3 business days. Thank you.

Posted 1 year ago

“We were bitterly disappointed because we had checked the dimensions of the runner and had expected a much bigger piece than we received so that is the reason for the poor rating”

Helpful Report

Posted 1 year ago

Hi Alan, Thank you for leaving us a review. Taking a closer look at your order, we can see that you have purchased a 30cm sample. When purchasing a rug from us, there are two boxes where you are supposed to choose the length and width that you need for your space. We're most known for being able to offer 'any length' rugs! They are not all 'one size'. The image on the listing is of course, just for illustrative purposes. However, as you have made a genuine mistake, I will be happy to authorise a full refund for you, as a gesture of goodwill. Please allow 2-3 working days for your refund to be applied back onto your card. If you would like some assistance placing a new order for the size you need, please don't hesitate to reach out to us directly. Thank you.

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Runrug Reviews