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

“its taking forever my sample rug”

Posted 1 year ago

Hi Pat, Thank you for leaving us a review. I am very sorry to hear your sample hasn't arrived yet! If you'd have contacted us, we could have looked into this for you. I have now looked at this and it appears that there is a delay, due to a problem with the delivery address on the label. It might have been accidently damaged, perhaps. I have given the courier your full delivery address again and I am now waiting for an update with regards to the delivery. I will personally monitor this for you to ensure that you receive it, as soon as possible. We are very sorry for the inconvenience that this has caused you. Thank you. help@runrug.com

Posted 1 year ago

“The look of the stair rods is lovely and they were very easy to fit. They were unfortunately very badly packaged indeed, resulting in the longer rods being slightly bent. In situ, and clamped in place by the brackets they look ok. Delivery took longer than average and was not on the date specified with no communication.”

Helpful Report

Posted 1 year ago

Hi Veronica, Thank you for taking the time to leave us a review. We're pleased to hear you're happy with the look of your new stair rods! We sincerely apologise for the inconvenience caused by the stair rods arriving slightly bent. This is certainly not the standard of quality we aim to deliver. Your feedback is invaluable, and we will address this issue with our warehouse team and stair rod supplier for them to improve their packaging. I am also very sorry to hear that there was a slight delay with the delivery. I can see from looking at your order information that the delivery was scheduled to be on 'Jan 31st'. However, the courier delivered it the next day. (Feb 1st). The courier certainly should have contacted you regarding the late delivery, I am very sorry if they did not. If you would like to speak to a member of our team, please feel free to reach out to us directly. We're always happy to help. Thank you!

Posted 1 year ago

“The rug has in a 1 square ft. section what appears as dirty or a grease spot. It is not that but instead a flaw in the pattern. Throughout the rug there are small white or cream colored tufts. This 1 square ft. section is devoid of the light colored tufts and that causes the flawed appearance. I am thinking of returning for an exchange but fear I will get more of the same, perhaps worse.”

Helpful Report

Posted 1 year ago

Hi Russ, Thank you for taking the time to leave us a review. I am very sorry to hear that you believe it is not as advertised. When purchasing items online, it's important to consider that the colours you see on your screen may not be exactly the same as the colours of the item. There are many factors to consider with this. For example, the quality of the screen and the colour settings on your device can affect how colours are displayed. Also, the lighting in the room can also be quite misleading. Therefore, it's important to keep these factors in mind, when making online purchases. If you would like to reach out to us directly with some images, we'll be more than happy to look into this for you. We'll also be more than happy to have any replacement thoroughly checked for you, before it is dispatched. help@runrug.com Thank you.

Posted 1 year ago

“The Runrug website is not easy to negotiate, then the wrong colour rug was sent. Finding how to return an item is extremely difficult, in fact I have left a message on a phone number twice and completed a ticket stating my issues, a week has gone by and I have heard nothing. Very unhappy!”

Helpful Report

Posted 1 year ago

Hi Judith, I am genuinely sorry to hear about the difficulties you've faced in navigating our website, receiving the wrong colour rug, and encountering challenges with the return process. First and foremost, I want to assure you that your satisfaction is our top priority, and we deeply regret any frustration this situation has caused. We take customer feedback seriously, and your experience is certainly not reflective of the level of service we aim to provide. I do recall speaking to you on the phone and we are now putting this right for you, by sending out the correct coloured product. Once again, I apologise for the inconvenience you've faced, and I appreciate your patience as we work to make this right for you. Thank you. Runrug.

Posted 1 year ago

“Recieved notice saying rug was shipped and on UPS truck. No rug only slip pad. Emailed the help department and they said another one would be shipped. Apparently in route but no rug yet.”

Helpful Report

Posted 1 year ago

Thank you so much for taking the time to provide us with your feedback about your recent experience with Runrug. We truly appreciate your input and apologize for the inconvenience you have faced. We understand that receiving a notice stating that your rug was shipped and on the UPS truck, only to receive a slip pad instead, was frustrating. We apologize for the inconvenience this has caused you. We are currently investigating why your rug has not yet reached you, despite being in transit. We want to make things right for you and ensure that you receive your rug promptly. Once again, thank you for bringing this issue to our attention. We value your feedback and are committed to resolving this matter for you.

Posted 1 year ago

“So far i have only recieved one of the rugs that i ordered and paid for. I am still waiting for the other and the the underlay. So not too oleased with runrug at the moment...”

Helpful Report

Posted 1 year ago

Hi Susan, Thank you for leaving us a review. I can see that we are currently looking into the delivery for you and we have an investigation open with the courier. I can assure you, we will do everything we can to find out where the remaining peices of the order are. If it comes to it, we will also be more than happy to replace them for you. Our customers are our number one priority and we can only apologise for the delay and frustration that the courier has caused. If we could please ask for your continued patience while we await an update from the courier, it would be very much appreciated. We will reach out to you to provide an update, as soon as we can. Thank you, Runrug.com

Posted 1 year ago

“Delivery was good but rug quality was very poor”

Helpful Report

Posted 1 year ago

Hi Barry, We are pleased that you found our delivery service good. However, we are disheartened to hear that you are not satisfied with the product quality. Your feedback goes a long way so we would like to thank you for the time taken to leave a review. If you haven't already, please contact our Customer Service Team (help@runrug.com) if you require any more assistance with this. Thank you, Runrug

Posted 1 year ago

“A total lack of communication, all you get, is an invoice a date for delivery which was wrong. No indication of delivery just found on door step. Poor quality for price”

Helpful Report

Posted 1 year ago

Hi, We are so sorry to hear you weren't satisfied with your experience with us, we strive to provide the best service and communication with our customers. Please contact our Customer Service Team (help@runrug.com), we really want to understand your issues and do everything we can to help you with this matter. Thanks for taking the time to leave us your honest feedback.

Posted 1 year ago

“Was hoping that these would be a great solution to our high traffic problems, but have been extremely disappointed. We bought three pieces of different sizes. Two of the three won't lay flat and curl up on the ends which becomes a trip hazard. We've tried reverse rolling and even acing them upside down for days, but to no avail. We are truly disappointed.”

Helpful Report

Posted 1 year ago

“The rug delivered was nothing like image in marketing material and was of mediocre quality.”

Helpful Report

Posted 1 year ago

Thank you so much, Robert, for your feedback regarding Runrug. We really appreciate you taking the time to tell us about your experience. We deeply apologise for any confusion, images can appear differently depending on each screen, settings and personal view as we all naturally can see colour differently. If you haven't already, please contact our Customer Service Team at help@runrug.com for any further assistance. Once again, we apologise for any inconvenience caused.

Posted 1 year ago

“Disappointed with my purchase, plus delivery date given and arrived nearly a week later”

Helpful Report

Posted 1 year ago

Thank you for your feedback regarding your purchase of Runrug. We appreciate you taking the time to let us know about your experience. We are sorry that your delivery date was delayed by almost a week, and we regret any inconvenience this has caused. We would love to hear more of your feedback and how we can make things better. If you haven't already, please contact our Customer Service Team at help@runrug.com for further assistance with this matter.

Posted 1 year ago

“Bought Zoe runners and rug and I know they were not super expensive but disappointed with quality. Very thin, very creased and ends continue to stick up despite reverse rolling and weighting down making them a trip hazard. It's such a shame as colour and pattern just what I wanted.”

Helpful Report

Posted 1 year ago

Hi Deborah, We are sorry to hear you weren't satisfied with your order and we deeply apologise for any inconvenience caused. If you haven't already, please contact our Customer Service Team at help@runrug.com for further assistance with this. Thank you for your honest feedback :)

Posted 1 year ago

“I'd love to review my experience with Runrug but cannot as our rug is yet to appear! The rug was due for delivery a week ago but is still not here. The delivery firm Runrug use say they do not have a vehicle large enough to deliver it. Mmmm??”

Helpful Report

Posted 1 year ago

Hi, We are sorry to hear that you have had issues receiving your order. If you haven't already, please contact our 'Customer Service Team' at help@runrug.com and we will assist you further. Thank you for making us aware of this issue!

Posted 1 year ago

“I am trying to return the rug and are having difficulties returning it. I need help!”

Helpful Report

Posted 1 year ago

Hi Ursula, Sorry to hear you having difficulties returning your rug. If you haven't already, please contact us (help@runrug.com) and we can help you with this :)

Posted 1 year ago

“I unrolled and laid the runner as advised however I cannot get the runner to stay flat despite several attempts. I have tried reversing the direction in the hall but the runner keeps rumpling and is a trip hazard. I have attached a photograph of the problem.”

Helpful Report

Posted 1 year ago

Hi Alexander, Again I'm sorry to hear this, but I'm over the moon I could assist you in returning this :) Kind regards, Josh

Posted 1 year ago

“Poor quality and much darker in colour than the image online . Lots of lines and marks and a noticeable crooked edge to the mat and should have returned immediately but my son had already disposed of the packaging and put the rugs out for me ,so I will keep on this occasion but woukd not order again as they really are of a very poor standard.”

Helpful Report

Posted 1 year ago

Hi Andrea, I'm very sorry to hear you weren't satisfied with your order. The appearance of the runner online can differ from what you may see in person as each person can naturally see colour differently and it can also appear slightly different on different screens and screen settings. The lines and marks are also common and completely natural, this can be due to the way the pile of the carpet is facing. Of course if you do want any further assistance or detail about the returns process please contact us directly (help@runrug.com)

Posted 1 year ago

“We got our runner rugs quickly, and when we opened the package, we know why. The rugs are not bad quality but look nothing like the pictures. The ends were simply cut and no seam. They look cheap like something you go and get at Lowes and they just cut it off to length and send to you. We will not be ordering from your company again at that price point. Bruce English”

Helpful Report

Posted 1 year ago

Hi Bruce, We are sorry to hear you weren't satisfied with your order. Unfortunately, depending on your screen and screen settings products can sometimes differ from what you may see in person. Another factor is that, as individuals we can all see colour slightly differently, so because of this we understand why your order may have looked different upon receiving. In regards to the seaming, Inca is a range that doesn't fray so it doesn't actually require binding on the edges. We do apologise for any inconvenience and if you haven't already, make sure to reach out to us (help@runrug.com) for any further assistance.

Posted 1 year ago

“Item is lovely, but would have been nice to receive a time window when it would have been delivered, as it was it turned up a day earlier lucky l happened to be in.”

Helpful Report

Posted 1 year ago

Hi John, I do apologise for this. Unfortunately, our courier must have delivered it earlier than expected and not updated us, so I am sorry if this was any inconvenience for you. However, I'm happy you received it well and that you're happy with the product!

Posted 1 year ago

“I received two different-width runners. I have tried reaching out, but have not heard anything back. One runner was marked 2ft 4" but it is only 2ft. I need someone to help me.”

Helpful Report

Posted 1 year ago

Hi Maureen, I can see that we have sorted this for you and hope you are now satisfied with the replacement. We always strive for a stress-free experience, so I deeply apologize for the inconvenience, unfortunately, accidents can happen. Thank you for your custom and I'm happy that we could sort this for you :)

Posted 1 year ago

“Trying to reach customer service for 4 days and still no response”

Helpful Report

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