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

“Disappointed with the rug as the ends are not finished and are causing guests to trip!! Not a quality product!”

Posted 1 year ago

Hi Anwen, Thank you for leaving us a review. I can see you have purchased our 'Leyla Black'. This is an extremely durable and heavy-duty, commercial grade carpet runner, and the edges are not supposed to be finished. (This is not the style of rug that has finished edges). Due to the weight and the design of this product, this certainly also should not be causing anybody to trip up. Could I ask where the runner has been placed and also what type of flooring has it been laid on top of? We believe this product is very clearly represented on our website and the images do show what the product looks like. Please could you reach out to us directly to discuss this, we'll be more than happy to advise and support you where necessary. help@runrug.com Thank you.

Posted 1 year ago

“Hi very pleased with the delivery of order NoUK240027 on laying, noticed down one side part of runner was not laying flat left it a few days hoping it would correct itself but as of today 31-3-24 it has not would be interested in your thoughts regards N F Willis”

Helpful Report

Posted 1 year ago

Hi Norman, Thank you for leaving us a review. More often than not our carpet runners will lay completely flat on the floor, however, on the odd occasion we do experience some products which are less likely to "play ball" and they need some encouragement to stay flat. Please try rolling your carpet runner the opposite way! - Sometimes our products become cold and rigged during transport which can result in the edges turning slightly upwards. If this is the case we'd suggest rolling your carpet runner the opposite way, backing side in, which will encourage the corners/edges to turn downwards, instead of upwards! Generally, the rug will settle and acclimatise on its own, given some time. Please don't hesitate to reach out to us directly, if you need any further assistance. Thank you.

Posted 1 year ago

“Expensive low quality nylon runner arrived faulty , Runrug only prepared to offer tiny discount for the fault, returned.”

Helpful Report

Posted 1 year ago

Hi Glyn, Thank you for leaving us a review. After having a look into the issue we faced with this order, I can see that there was just a small, loose piece of binding thread. I do apologise for this, we certainly should have made sure that the binding was up to standard before sending this out to you. My colleague did say to you, that this could have been very easily repaired/rectified. I can see that we have also given instructions for this and we even offered to do this for you, if necessary. Unfortunately at this time, we felt that this did not warrant the amount of discount that you were asking for. However, we were still more than happy to try and work with you, with regards to finding a suitable resolution. Of course, you have just opted to simply return the rug to us for a full refund and that is absolutely fine. We are very sorry that we could not reach an agreement on this occasion. Thank you.

Posted 1 year ago

“It is not fit for purpose and will not lay flat. I was led to believe it would be ok on a carpet. Definitely not. Lot of bulges. Unsightly & hazardous. Waste of money.”

Helpful Report

Posted 1 year ago

Hello, I am very sorry to hear you are unhappy with your purchase. The Aztec range can take a bit of time to lay flat and acclimatise due to the material used and the fact that it has to be rolled up tightly to be transported. As stated within the product description it is also anti slip on carpet but the effectiveness depends on the thickness of the carpet it is sat on. The thicker the carpet, the less effective it will be. If you would like to contact us directly, we'll be more than happy to work with you on finding you something more suited to your needs. help@runrug.com Thank you.

Posted 1 year ago

“It is very light and does not feel like a quality product. Yet to see the durability”

Helpful Report

Posted 1 year ago

Hi Sanath, Thank you for taking the time to leave us a review. However, I am very sorry to hear that you are unhappy with your purchase. We do however, believe that the product description we give on our website, is very accurate and clear. The texture of this carpet is fairly coarse, it has a firm feel and offers little comfort. This product is not made to be luxurious, it is made to be durable and practical. This style of rug will last you for many years, it is pretty much indestructible. If this product is not what you were looking for, we have many other different ranges to choose from! Please do contact us directly if you would like to arrange an exchange? We'd be more than happy to help. Thank you.

Posted 1 year ago

“Unfortunately my order has been delayed due to stock and quality issues. Communication was good regarding my order”

Helpful Report

Posted 1 year ago

Hi Ray, Thank you for taking the time to leave us a review. We are very sorry that we had to ask you to wait for our next delivery of stock. Unfortunately a fault was found in the remaining stock that we had available and we take our quality care checks very seriously. We would never want to send out a product which was faulty. I hope you can understand. The moment the new stock arrives, we will be prioritising your order. Thank you.

Posted 1 year ago

“I ordered a runner and it was due beginning of January. It never came and no-one contacted me. When I rang I was told it would be the beginning of February and I would be informed when due. It never came and no-one contacted me. It finally arrived end of February. When I opened the package there was a dreadful smell of hydrogen sulphide. I like the runner but not the service!”

Helpful Report

Posted 1 year ago

Hi Edward, Thank you for taking the time to leave us a review. I am very sorry to hear that we hadn't been in touch to keep you updated on the delays with our supplier. This is most unusual and I will need to look into why this happened. We're normally very vigilant with our customers and keeping them up to date, therefore, I am sorry this was not the case, this time. I am also very surprised to hear that the rug had a horrible smell to it. This is the first time that I've heard this, but I will be sure to relay your comments to the manufacturer. If we can help with anything further, please don't hesitate to reach out to us directly. Thank you. help@runrug.com

Posted 1 year ago

“I haven’t received it yet.”

Helpful Report

Posted 1 year ago

Hi Tina, Thank you for leaving us a review. I am very sorry to hear that there has been a delay with your delivery. I can see that the estimated delivery date was February 26th. After looking into this for you now, I can see that the delivery was sucessfully completed yesterday (Feb 27th) at 11:57am. I do apologise for the slight delay and I hope you like your rugs! If we can help with anything further, please don't hesitate to reach out to us. Thank you.

Posted 1 year ago

“Service was fine. The rug itself was not what I expected, very hard to walk on in bare feet. I was hoping for something softer, a little more plush.”

Helpful Report

Posted 1 year ago

Hi Thomas, Thank you for taking the time to leave us a review. I can see that you've purchased one from the Aztec range, this product is described on our website to have a fairly coarse feel to it, it has a firm feel and offers little comfort. This product is not made to be luxurious, it is made to be very durable and practical. We do have lots of different ranges to choose from! We'd be happy for you to contact us directly and we'll be more than happy to arrange an exchange for you. You can speak to one of our customer care representatives by sending an email to: help@runrug.com. Thank you.

Posted 1 year ago

“I ordered three items One of the items was the wrong size I’m still waiting for a replacement”

Helpful Report

Posted 1 year ago

Hi Jim, Thank you for leaving us a review. I am very sorry to hear that we made a mistake when preparing your order. I can see that we have been in contact with you and we have sent out the correct width replacement for you. I am however, sorry to advise that the parcel has been delayed due to being missorted to the incorrect depot. Evri are aiming to get this parcel back on track to you, as soon as possible. We will continue to monitor this for you to ensure that it reaches you, as soon as possible. Please don't hesitate to reach out to us, if you have any questions or concerns. Thank you. Runrug.

Posted 1 year ago

“Still haven’t got it”

Helpful Report

Posted 1 year ago

Hi Cindy, Thank you for bringing this to our attention, and we sincerely apologise for the inconvenience you've experienced. Upon reviewing your order, we can confirm that your rug was dispatched from our warehouse on February 2nd. However, it appears that there are no active scans on the tracking information, which is certainly concerning. We understand how frustrating it can be not to receive your order as expected, and we're committed to resolving this issue promptly. We will immediately initiate an investigation with the courier to determine the whereabouts of your rug and address any potential delivery issues. In the meantime, to ensure your satisfaction and convenience, we will be resending your order to you. Once again, we apologise for the inconvenience this has caused, and we appreciate your patience and understanding as we work to resolve this for you. Thank you, Runrug.com

Posted 1 year ago

“its taking forever my sample rug”

Helpful Report

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 2 years 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 2 years 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 2 years 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 2 years 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