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

“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 2 years 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 2 years ago

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

Helpful Report

Posted 2 years 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 2 years 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 2 years 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 2 years ago

“I am STILL waiting for my order to arrive. It seems to be lost in the UPS shipping process.”

Helpful Report

Posted 2 years ago

Hi Jeffrey, Thank you for leaving us a review. I am very sorry to hear that this has happened. I can see that we have now spoken with you and that we are putting this right for you. A replacement rug is being dispatched from our warehouse tomorrow! This should be with you early next week. Thank you. Runrug.com

Posted 2 years ago

“Haven’t received our full order . Did email them No reply . Not good service”

Helpful Report

Posted 2 years ago

Hi Mark, Thank you for leaving us a review. I am very sorry to hear that there has been a problem with your delivery. I can see that we have now spoken with you and that we are putting this right for you. A replacement rug was dispatched from our warehouse today! This should be with you in time for the weekend. Thank you. Runrug.com

Posted 2 years ago

“I sent an email and still haven’t heard back on how I can send my rug in to have it swapped out. The grey was supposed to be dark grey and it’s way lighter then the site. It’s been a few weeks.”

Helpful Report

Posted 2 years ago

Hi Jennifer, Thank you for leaving us a review. I am very sorry to hear this! I have just done a search on our emails and we've never actually received an email from you. We're also normally very good in responding to all customer queries, in a timely manner. I am very sorry if you thought we were ignoring you! We would never do this. I've taken note of your email address and I will personally reach out to you shortly, to discuss an exchange with you. I hope this is okay? Thank you.

Posted 2 years ago

“I was mistaken by this company. I though I was ordering a full stair runner. Couple days later they send me samples of very small ones. I tried returning them. They said no because they were samples. I'm confused. Never again.”

Helpful Report

Posted 2 years ago

Hi Maria, Thank you for leaving us a review. I am very sorry to hear there has been some confusion. When purchasing on our website, 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 just one size. The image on the listing is of course just for illustrative purposes. Normally, we don't authorise refunds for samples, 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 reach back out to us via email and I will be happy to arrange a refund for you. Thank you. help@runrug.com.

Posted 2 years ago

“Not received please sort out urgently as I have a carpet fitters coming Wednesday ,”

Helpful Report

Posted 2 years ago

Hi Julia, Thank you for your review, although naturally we are really sorry to see about the delay on the delivery being made to you. We can see that you have been in touch with us this morning to flag the issue and a member of our Customer Experience team is currently looking into your order with the courier to look to resolve quickly. As soon as we have more information and an update for you they will be in touch to resolve! Kind regards runrug.com

Posted 2 years ago

“Listing states carpets 7mm thickness, but is about 2mm”

Helpful Report

Posted 2 years ago

Hi Andreas, Sorry to hear you weren't satisfied with your order. I can see you ordered Greek Fret Tweed which is 7mm in thickness. However, if this is not the case, please contact our customer service team at help@runrug.com for further assistance with this, we recommend sending a photo to them so they can investigate your issue. Thank you, Runrug

Posted 2 years ago

“My product has not arrived and was shipped a week ago.”

Helpful Report

Posted 2 years ago

Hi Karen, Thank you for your review. I am sorry to hear of the delay with your delivery. I can see that we did dispatch 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 can see from the tracking that the shipment has not recieved a scan since 'Jan 03'. I will therefore, need to launch an investigation into the whereabouts of the order. I am very sorry for this delay and I do understand that this is frustrating. We will continue to monitor this for you to ensure that it reaches you, as soon as possible. Please don't worry, if we do need to replace anything for you, we will gladly do so. Thank you, Runrug.com.

Posted 2 years ago

“Very slippery and dangerous on wooden flooring so returned promptly.”

Helpful Report

Posted 2 years ago

Hi Paul, Thank you for your review. This product is supplied with a hessian backing on it, which naturally can have the effect of causing it to move on wooden flooring so I fully appreciate your concerns! To combat this we do have a range of anti slip backed runners, or a specific product known as anti slip underlay which can be purchased to go underneath the hessian runners -https://www.runrug.com/accessories-c9/anti-slip-runner-rug-underlay-p36/s2200. This product is a fantastic option to help you get the right look for your home and help to keep the runners in place. If we can help in future please do not hesitate to get in touch and we will happily look to support with matching the right runner for your needs. Kind regards Iain

Posted 2 years ago

“A complete disaster, poor quality, marks and defects… and UPS wants me to pay taxes !!!!… Obviously I refused the product and I now I want a refund. An email has been sent to la your helpdesk and I’m waiting for an answer !”

Helpful Report

Posted 2 years ago

Hi Arjan Thank you for the feedback although naturally we are really sorry to see that you had such a poor experience with us. Having reviewed the images that you sent through to us we have then raised this with our support manager at our courier, we are as disappointed as you are to see the condition that the runner was delivered to you in. Similarly with the fees for the taxes these should have been charged directly to our account and we are currently working to ensure that this issue does not happen for any customers in future. Please accept our sincere apologies for such a poor delivery service on this occasion, but if you would like to return to us in future please do not hesitate to get in touch and we will gladly offer a discount on your order by way of a small apology. Kind regards runrug.com

Posted 2 years ago

“Cannot give a review as runner has not yet arrived. Disappointed as ordered on 15th and didn't leave your premises till 22nd. EVRI picked up parcel 23rd.....not yet delivered.”

Helpful Report

Posted 2 years ago

Hi Jean Thank you for your review although naturally we are sorry to see that the delivery was delayed to yourself. We do endeavour to ensure that all orders are shipped within 4 working days, although I can see that on this occasion it was shipped on the 5th day to yourself. This will be flagged as part of our continual review of our processes to make sure that this does not happen in future to other customers. On the delivery element please do accept my apologies. Again we will flag this to the courier to investigate why it has been so delayed, reaching you on the 27th. Now that the runner has arrived though, I hope that it is everything that you wanted for your home, but please do not hesitate to reach out if you have any questions or issues at all using helpuk@runrug.com Kind regards runrug.com

Posted 2 years ago

“I being calling and emailing Runrug over over again to get my staircase runner returned or exchange and still no phone call or email back.i paid good money for the rug to be ignored this way.”

Helpful Report

Posted 2 years ago

Hi Doel, Thank you for your review, although I am sorry to see that there were issues in reaching us in a timely fashion. While looking to investigate this issue I can see that a member of our Customer Experience team has been working with yourself on the exchange that was needed and this was shipped on January 4th. Please rest assured that we will continue to monitor the delivery to ensure that everything moves smoothly and you can have your finished staircase very soon! If you have any questions at any stage please do not hesitate to get in touch with us, using helpusa@runrug.com. Kind regards runrug.com

Posted 2 years ago

“I’m very unsatisfied with my purchase. The price I paid for a rug that can’t even cover anything is pathetic. I will never purchase anything from this site again.”

Helpful Report

Posted 2 years ago

Hi Tonya Thank you for your review - looking at your order I can see that the piece you have ordered from us the 1 foot in length item, which we usually intend to be used for doormats and/or samples. We do offer this runner in every length ranging from 1 foot to 99 feet long so I am sure that we will be able to supply what you need! I have asked a member of our Customer Experience team to reach out to yourself to discuss this and how we can support. Kind regards runrug.com

Posted 2 years ago

“I'm still waiting for the rest of my order to be delivered.... no response to my phone call.”

Helpful Report

Posted 2 years ago

Hi Richard Thank you for your review and I am sorry to see the issues that you encountered with the delivery and with reaching ourselves. As part of our own reviews and continual improvements I will ensure that we investigate why your call was not answered. Whilst looking at the tracking on your order I can only apologise at the moment that both pieces were not delivered together, of course they should have been so that you were able to complete your home improvement. By way of a small token of apology the delivery fee that you paid has been refunded back to your account and this should be showing shortly. If you have any questions or issues at all please do not hesitate to get in touch with us via email at helpuk@runrug.com Kind regards runrug.com

Posted 2 years ago

“We still have not reviewed our runner, we’ve had two delivery dates but still not received it. Maybe change your couriers.”

Helpful Report

Posted 2 years ago

Hi Gary Thank you for your review, although we are very sorry to see the delay that has happened with the delivery of the runner. I can see that a member of our Customer Experience team is currently working with the courier to resolve this for you and ensure that you have your order asap. We do continually review the companies that we partner with, please rest assured that we will be taking your feedback into account as part of this so thank you for taking the time to advise us of the issue. Kind regards runrug.com

Posted 2 years ago

“The order was placed 11 days ago and still have not seen the product. Tried phoning customer services 3 times and there is never anyone there, whats going on.”

Helpful Report

Posted 2 years ago

Hi Robin, We are very sorry to hear there was a delay with receiving your order. However, I can see your order was dispatched on the 4th of December so if you still haven't received this please email our Customer Service Team at help@runrug.com and we will look into this further for you. Thanks for leaving your feedback and making us aware of this issue.

Posted 2 years ago

“Well I received this stupid email asking for me to fill out a survey but where is the one I was told would be sent to me when I called to say my order was wrong? I also have still not received the 6ft runrug that I ordered instead of the 2nd 8ft runrug that you sent me in error. Hard to fit 8ft in a 6 ft space. Please get this fixed then I will be happy to fill out a survey on your customer service.”

Helpful Report

Posted 2 years ago

Hi Beth, We are so sorry to hear that you have had issues receiving the 6ft runner. If you still haven't received this, please contact our Customer Service Team at helpusa@runrug.com and we will look into this further for you. Thanks for leaving your feedback and making us aware of this issue.

Posted 2 years ago

“Although I received my rug on the day. There was no delivery note or returns info. When i unwrapped the rug it was Blue even though i ordered Lasis Beige and the rug was labelled Lasis Beige it was BLUE. I have had to keep it as i had no way to return it. so now i have a hall runner with 2 different colours. doesn't look great.”

Helpful Report

Posted 2 years ago

Hi Christine, We are so sorry to hear you've had to experience this upon receiving your order. To return this, please contact our Customer Service Team at help@runrug.com and we will assist you in doing this. Again, we deeply apologise for any inconvenience caused by this mistake and hope that it can resolved ASAP for you.

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