Name: Runrug
Address: 84a Freeman Street, Grimsby, North Lincolnshire
Rating: 4.74

“The rugs are wonderful and I'm thankful for the ability to get the exact length I want in a runner rug. But everytime I try to use any coupon, the system will take it, but when I check out, I get charged the regular price. It has now happened twice and makes me not want to use this site anymore. Hope they fix it.”

Helpful Report

Posted 1 year ago

Hi, Thank you for your kind words about our rugs and our service! We're glad you appreciate the ability to customize your runner length. Regarding the discounts, we want to clarify that we’re currently running a 10% sale, and all eligible products are already discounted. Unfortunately, you are unable to apply multiple discounts to the same order, which is a common practice for many companies. If you've come across coupon codes online, please note that they are not always guaranteed to be valid or genuine. For the most accurate promotions, we recommend checking our website or subscribing to our official emails. We appreciate your support and hope to see you again in the future! If you have any further questions, feel free to reach out to our customer service team. Thank you, Runrug.

Posted 1 year ago

“I have not received my rug because you shipped with DHL who are total MORONS !!!!”

Helpful Report

Posted 1 year ago

Hi Zozzie, We’re very sorry to hear about your experience with the delivery. We completely understand that shipping frustrations can be incredibly annoying, and we sincerely apologise if in this instance, it was unsatisfactory. From what we can see in the tracking information, there appeared to be an issue with the delivery address, but we’re pleased to now see that the item has now been successfully delivered. We hope that everything is okay with your order. If there’s anything else we can do to assist or you would like to discuss this further, please don’t hesitate to reach out. We appreciate your patience and your feedback. Thank you, Runrug.

Posted 1 year ago

“I did not receive my rug. Last night a person came to my door. It was dark outside and the person failed to reveal his identity. He did have a bulky package in his arms. No note was left to indicate that an attempt to deliver a rug was made.Carolyn Bogar”

Helpful Report

Posted 1 year ago

Dear Carolyn, Thank you for bringing this to our attention, and we sincerely apologize for the confusion regarding your delivery. We understand how concerning it must be to have an unidentified person at your door, especially in the dark. Please rest assured that your feedback is very important to us, as we want to ensure a safe and reliable delivery process for all our customers. We recommend checking with your local courier service for any additional details on this attempted delivery, although we can also see that the shipment is due to be rescheduled for delivery. If you have any further questions or need assistance, please feel free to reach out at help@runrug.com. We’re here to ensure you have a positive experience with us. Thank you for your understanding. Kind regards, runrug.com

Posted 1 year ago

“Disappointed”

Helpful Report

Posted 1 year ago

Hi, Thank you for taking the time to leave a review, although we're truly sorry to hear about your disappointment. We aim for the highest quality with our products, and it’s concerning to learn that we didn't meet your expectations this time. We understand the importance of receiving your order promptly, and we apologize for any inconvenience caused by the delays. If there are ongoing issues with the product itself, we encourage you to reach out to us at help@runrug.com with any pictures or further details, so we can assist you in finding a suitable solution. Your feedback is invaluable to us, and we appreciate your understanding. Kind regards, runrug.com

Posted 1 year ago

“I ordered my rugs at the beginning of October, delivery would be between the 14th and 21st of that month, I messaged back to say I could not except the 21st. I received an email back saying they would deliver on the 21st !!!!. Nothing arrived then or for the next month. Contacted on numerous accations, the only sensible message was rom Ian who gave me a delivery for December, the goods duly arrived, the quality is not as good as I had hoped for but after all this delay I felt it better to accept. We live and learn from our mistakes, and I certainly have learned from mine”

Helpful Report

Posted 1 year ago

Hi Barry, Thank you for your feedback, though we’re truly sorry to hear you were displeased with your experience. It’s disappointing to know that the delivery timeline was not adhered to and that it caused frustration. We understand how important timely service is and the challenges a delay can cause. Whilst we are happy to hear your order arrived, it's upsetting to hear that you were underwhelmed with the quality of the product you ordered. Please don’t hesitate to reach back out to us at help@runrug.com. We’re here to help, and your satisfaction is important to us. Thank you for your understanding. Kind regards, runrug.com

Posted 1 year ago

“I never received my order”

Helpful Report

Posted 1 year ago

Hi Laura Thank you for your review, although we are really sorry to read of the delay with the delivery of your order. I can see at the moment a colleague is working with the courier to investigate exactly what the issue is and support with the quick delivery for you. As soon as they have an answer today we will be in touch to advise of the next steps and the expected delivery date. Apologies for the inconvenience. runrug.com

Posted 1 year ago

“I am not very happy. I have not received my order yet after three months. I live in Toronto and ordered my stair runner from Runrug Canada on Sept 7 2024. After several delays it was finally shipped December 6. Three, yes three months. Communication was non-existent until I reached out to them. It was finally shipped on December 6th by DHL and their tracking was excellent. It finally arrived in Toronto on December 9th, however it has now disappeared. The tracking just stopped with a convoluted message saying that they will “attempt” to deliver on Dec 11. It never arrived on the 11th. Today is December 12 and DHL has started an investigation. I have no idea when I will receive this order and looks like we will not have carpet on our stairs before Christmas.”

Helpful Report

Posted 1 year ago

Hi, Thank you for your review - although I am really sorry to see of the disappointment with your order! I can see that we did experience a delay with the delivery of the stock, which pushed your order back from the original dispatch date in mid November to being early December. We do sincerely apologise for this, which was unfortunately outside of our control, although we are working closely with the supplier to ensure that this does not happen again. I have just been looking into the tracking and I can see that your order does now show as delivered on the 13th December. Firstly I hope that the runner was at least worth the wait and will give the perfect look for your stairs, but naturally this delay in the shipment is also not what we expect, so I will refer this to our courier for information as to what the issue was exactly. We do look to constantly review our service to make sure that we are hitting the highest levels possible at all times, so your feedback is genuinely appreciated - although please accept our apologies for the issues. If we can help in anyway, please do not hestiate to get in touch with us at help@runrug.com Kind regards.

Posted 1 year ago

“Very disappointed Hall runner was a mat”

Helpful Report

Posted 1 year ago

Hi Tracey, Thank you for your review, although naturally we are sorry to see that you are not happy! Looking at your order I can see that you have ordered the 30cm long sample version of our product - on all of our runners we do offer drop down options so that you can select the exact length that you need for your home. So that we can support, please could you contact our Customer Experience team using help@runrug.com with details of the length that you do need and we would be more than happy to help.

Posted 1 year ago

“My Reference FR277494 Last week (28 nov) wrote you a mail to ask when my order would arrive. You answered immediately (bravo !) telling me that the delivery was at 29 nov. It's 4 dec and I did not receive anything .... Please tell me who I mnay contact to get some infortmation I've payed 173,25€ grettings , Klaas Vos”

Helpful Report

Posted 1 year ago

Hi Klaas, Thank you for your review, although I am really sorry to see of the delay on your runner reaching you. I can see that a member of our team has attempted to reach you via email, but at the moment we have opened a product search with DHL that we are continuing to work with them on. Your order was received at their Paris, France depot but has not moved since then. We will be expecting the results of this search within the next 24 hours, so that we can look to have your unner delivered toyou shortly afterwards. Of course if DHL do not find your package we will gladly look to have this reshipped. Apologies for the inconvenience so far, but please feel free to reach out to help@runrug.com if you have any further questions.

Posted 1 year ago

“Where is it? Not delivered.”

Helpful Report

Posted 1 year ago

Hi Roger, Thank you for sharing your concerns with us. I'm truly sorry to hear that your order hasn't arrived yet. I understand how frustrating this situation can be. We have just been looking through the tracking details for your order and it does show that our courier (DHL) attempted to deliver to you on both Wednesday and Thursday last week but you were unfortunately not available to receive the delivery. The good news is that looking at the details they are going to attempt to redeliver to you again today! Best wishes, runrug.com

Posted 1 year ago

“It looks so cheap it’s definitely not persian rugs. Looks and feels like cheap Chinese product”

Helpful Report

Posted 1 year ago

Hi Matin, Thank you for sharing your thoughts, though I'm truly sorry to hear that you feel disappointed with the quality of the rug. We strive to provide a range of products that suit various tastes and budgets, and it's disheartening to learn that we fell short in your experience. We appreciate your feedback as it helps us evaluate our offerings and ensure customer satisfaction. If you have any further concerns or if there's something specific we can assist you with, please do reach out. Best regards, runrug.com

Posted 1 year ago

“Order and still have not received- was not aware shipping took forever”

Helpful Report

Posted 1 year ago

Hi Ricardo, Thank you for taking the time to share your views, although I'm genuinely sorry to hear about the delay with your order. We understand how frustrating it can be not to receive your items as quickly as expected. Although we do deliver around 99% of our orders within the advised times, shipping times can vary, and we strive to keep our customers informed about their orders. Please know that your feedback helps us improve our processes and communication. Looking at the tracking now, I can see that your order has now been delivered, so I hope that it is exactly what you needed. Best regards, runrug.com

Posted 1 year ago

“I wouldn't give you one star terrible service from start to finish”

Helpful Report

Posted 1 year ago

Good morning, thank you for your feedback, although I am sorry to see that you have had such a poor experience with us - we do pride ourselves on the service that we offer so this is genuinely disappointing to see. I can see that from the last contact we had with yourself that you had stated the courier had not left the product in the location that you requested. A member of our team did contact the courier to ask them to ensure that this was done for you. Please could you get in touch with us with any other issues that may have occured so that we can look to investigate these for you, to naturally put them right for both you and future customers. Kind regards runrug.com

Posted 1 year ago

“Ordered and paid for next day delivery 6 days later still not received parcel couriers are useless also gave alternative place to leave parcel but that was ignored Won’t be ordering from this company again, plenty more shops to choose from”

Helpful Report

Posted 1 year ago

Hi Jane, Thank you for your review although we are naturally very sorry that we have not been able to get the perfect runner to your home on this occasion. We have attempted to contact the courier on several occasions but believe that they have had issues finding your home due to the naming of your home rather than it being numbered - although naturally we have passed on yours and our dissatisfaction at this information and the subsequent delay. The local depot had attempted to contact you, but unfortunately the number supplied is not correct, and with you not wanting to share your information for them to seek further advice from you it does leave us at the limit of how we can support to get the runner to yourself. We can understand not wanting to share your details of course. I can see that my colleague has this morning confirmed that we have cancelled your order, at your request, and a full refund will be issued back to you shortly. We do not like to let any of our customers down, so do sincerely apologise for any issues caused.

Posted 1 year ago

“Runner has yet to arrive. Disappointing”

Helpful Report

Posted 1 year ago

Hi Jean, Thank you for taking the time to leave us a review. I apologise for the issues that we've faced with the delivery of this order. It appears that when you placed the order on our website, part of the address was missed by mistake. This unfortunately caused a delay with the courier. We did give them the full address as soon as they contacted us though, and I can now see that the delivery was sucessfully completed on 'Monday October 14th'. This is great news! We hope that you like your new runner! Thank you.

Posted 1 year ago

“Rug arrived with a stain in it..?”

Helpful Report

Posted 1 year ago

“No rug has shown up, nor has a refund! A very thin, sticky piece of something akin to batting used is seeing did arrive as a $125-$150 rug pad! So very dissatisfied and disgusted!”

Helpful Report

Posted 1 year ago

Hello Kristy, Thank you for taking the time to leave us a review. I am extremely sorry for the issues we faced with the rug you purchased. I can see on our email system, one of our customer representatives has been chatting with you in regards to why the rug could not be supplied for you, on this occasion. Unfortunately as you will know, this was a supply problem from the manufacturer and completely out of our control. I do also believe there has been some confusion with regards to the underlay purchased. 'The Anti-Slip Runner Rug Underlay' is not designed to be a soft feeling product, it is not there to add comfort or padding to your rug. It is a mat that has a unique patented technology that sticks itself to the back of the runner, to stop it moving and rucking up. This information is provided within the product description and specification. However, don't worry! We do understand that mistakes can be made when making a purchase online. I can see that your order is currently with our finance team and it will be refunded in full within 2-3 business days. If you would like to discuss anything further with us, please contact us directly at help@runrug.com. Thank you.

Posted 1 year ago

“Rug came cut squint had to cut about 4" of to straight it and the ends keep curling up never again”

Helpful Report

Posted 1 year ago

Hi, Thank you for leaving us a review. We have actually reached back out to you via email, but we don't appear to have received a response yet. I am very sorry to hear that the end was not cut straight. This is not the standard of quality we aim for, and I sincerely apologise for any inconvenience caused. It is not uncommon for rugs to curl up at the corners, especially if they have been tightly rolled up for transportation. This can cause the fibers to become compressed, and as a result, the corners may appear to curl up when the rug is unrolled and laid out in your home. However, this is not a sign of any manufacturing defect or quality issue with the rug. To resolve this, I recommend giving the rug some more time to settle. You can try placing some heavy objects, such as books or furniture, on the corners to help flatten them out. It may take a bit of time for the rug to fully relax and the corners to lay flat. However, if you would just prefer to return it to us for a refund or an exchange, this is no problem. Please contact us directly. help@runrug.com Thank you.

Posted 1 year ago

“I never received it.”

Helpful Report

Posted 1 year ago

Hi Bill, Thank you for your review. I am very sorry to hear of the delay. I can see on the tracking that it has just been passed onto a third party courier for them to complete the delivery. I am afraid this does sometimes happen, if a courier doesn't operate in a specific area. As the latest update is now 'Shipment has been taken out for delivery', I would expect the delivery to be completed very soon. If of course you don't recieve it within 48 hours, please contact us directly and we will of course do everything we can, to investigate this for you. help@runrug.com Thank you.

Posted 1 year ago

“I have not yet received my item from the order FR270113. Je n'ai pas encore recu mon tapis objet de la commande FR270113”

Helpful Report

Posted 1 year ago

Bonjour, Merci de nous avoir laissé un avis. Nous sommes conscients que votre livraison est en retard et nous en sommes sincèrement désolés. Nous vous avons contacté par e-mail aujourd'hui. Nous travaillons actuellement avec DHL pour assurer la livraison réussie de votre commande et dès que nous aurons une mise à jour, nous vous répondrons. Nous vous remercions de votre patience. Merci.

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