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

“The rug arrived very swiftly but the quality is very poor. It’s too lightweight and the colour is much brighter than the photos online. A shame as they looked so good and the service was great. Sadly I won’t be buying from runrug again”

Helpful Report

Posted 1 year ago

Hi, Thank you for taking the time to leave us a review! We're very sorry to hear that it wasn't what you expected. The rug you've purchased is actually one of our best sellers! However, we do completely understand that our customers will all have different taste. Also, when purchasing items online, it's important to consider that the colour you see on your screen may not be the same as the actual colour of the item. This is because the quality of the screen and the colour settings on your device can affect how colours are displayed. Therefore, it's important to keep these factors in mind when making online purchases. Please feel free to reach out to us directly, if you would like to return it. We can offer both an exchange or a refund, if you would prefer. help@runrug.com Thank you.

Posted 1 year ago

“The runner is great, looks as advertised: thinner base than our previous runner, but still fine. However the delivery experience was bad. I am in Australia. The piece went from Leeds to Sydney then mysteriously to Florida, where it got held up by customs waiting for paperwork. (Guess it was an illegal immigrant.) This was a DHL problem but the Runrug customer services was patronising and unhelpful.”

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Posted 2 years ago

Hi Janet, I am pleased you are happy with your purchase! However, I am unhappy to hear your delivery didn't go to plan! Unfortunately sometimes shipments can get held up/re-diverted for all sorts of reasons. I am afraid this is out of our control. I can see that two members of our customer service team were speaking with you directly via email and doing everything that was in their power to chase up and locate the shipment for you. I can assure you that in no way were they intent on being patronising or unhelpful. We will always do everything that we can for our customers, they are our number one priority. If you would like to discuss this further, please contact us directly. help@runrug.com Thank you.

Posted 2 years ago

“Sorry disappointed this time the lines that run the length of the runner are all wavey which spoils the appearance of the runner. Not a patch on the red and green tartan one I previously bought.”

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Posted 2 years ago

“I experienced the poorest customer service ever with this company. We ordered a sample of the runner we were considering for our stairs. When the order status changed to "dispatched" we expected to receive a tracking number in order to follow it to delivery. Nothing was ever received so after a week I submitted a customer contact form requesting status - no response. A few days later I called customer service during their office hours and left a detailed voice message since no one picked up - again no response. I also emailed their help address - again no response. The sample showed up finally, 8 days after it was dispatched. I do like the sample and think it would look great on my stairs, but I am hesitant due to the level of service I've received to date.”

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Posted 2 years ago

“Not what I expected rug was darker than shown and is manufactured carpet not woven,ends are constantly curling up causing a trip hazard. Will stick with another retailer we used previously.”

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Posted 2 years ago

Hi Jack, Thank you for taking the time to leave us a review. We are very sorry to hear that the rug was not what you expected! We do understand that the colours can look different when looking at a screen, compared to when the product is in your hands. Unfortunately it's very difficult to show/tell somebody the 'exact colour' as many people will see colour differently. We do explain in the product description that this specific product is a "needle-punch rug that can stand up to very heavy wear and tear. This style of cleverly woven construction is usually saved for offices, schools and airports as it requires very little upkeep and maintenance. However, it can be used in domestic locations as well as it is great for homes with pets". Due to how this rug is manufactured, it can take a bit of time to settle flat and acclimatise. More than anything, we only ever want our customers to be happy with their purchase! Therefore, if you would like to return it to us, please contact us directly and we'll be happy to support. help@runrug.com Thank you.

Posted 2 years ago

“it is OK but not as good as expected for price”

Helpful Report

Posted 2 years ago

Hello, Thank you for taking the time to leave us a review. We're very sorry it wasn't as you expected, the product you've purchased is infact one of our best sellers! However, we do understand that our customers will have different tastes. Please don't hesitate to contact us directly and we'll gladly arrange a return for refund or exchange. help@runrug.com Thank you.

Posted 2 years ago

“Different color than I wanted”

Helpful Report

Posted 2 years ago

Hi Jamie, Thank you for taking the time to leave us a review. We're very sorry if the colour wasn't right for you. Please don't feel as though you cannot reach out to us, we're always here to help and support, if you would like to discuss your order. We operate a 30 day free returns policy on most of our products as well. Please reach out to us directly and one of our team will be more than happy to help. help@runrug.com Thank you.

Posted 2 years ago

“I ordered th Rama Graphite hallway runner with the Rama Graphite stair runner. The two together in my entryway look great! We had the stair runner professionally installed and he was not impressed. The backing or padding on both carpets is so light it is practically non-existant. My installer said this carpet is junk. I hope it will last a few years for the price I paid. My order was held up due to both carpets not being ready. Initially, no one contacted me, I had to call them to find this out. The phone number I called was from the UK, the customer service lady was listening to loud music and I had to ask her to turn in down. (very unprofessional). I was then given a date range of when I could expect the carpets to arrive. They followed up with an email stating the same timeframe (around the middle of the month). What concerns me is that my credit card was immedially charged. - not a USA practice. I was concerned that I may have been scammed. But about 1 month after I ordered the carpets arrived around the middle of the next month as the email stating. I will not order from this company again.”

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Posted 2 years ago

“Sorry to say, I am disappointed with my order. The runner I received was simply cut from a larger piece. It had no edge binding, whatever. Furthermore. While being advertized as being dark grey, the runner was, in fact, quite black.”

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Posted 2 years ago

“I have yet to receive my order. As of this am my package is still in Cincinnati OH, USA. I live in central Canada. Your tracking states my parcel is expected to be delivered by end of day and that is extremely doubtful.”

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Posted 2 years ago

Hi Joanne, Thank you for taking the time to leave us a review. I have actually reached out to you directly, in response to your email. We are aware that the delivery is late, and we are working closely with DHL to assist in the successful delivery of your order. We will continue to monitor the tracking information provided by DHL to ensure the shipment arrives to you as promptly and as safely as possible. I have outlined the reason for the slight delay, in my email response. If you have any questions or you would like to discuss this further, please feel free to respond to the email or you can call us. Thank you.

Posted 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years ago

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

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Posted 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years ago

“I haven’t received it yet.”

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Posted 2 years 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 2 years 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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	97%
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

Runrug Reviews