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

“I received a scrap of runner 12 x 26 in. which cost me $38.”

Posted 2 years ago

Hi Barbara, We are sorry to hear that you were not satisfied with your recent purchase of a 1ft piece of Aztec Beige from us. 1ft orders are considered sample orders and are intended to provide our customers with a preview of the product before making a larger purchase. We apologize if there was any confusion regarding the nature of your order. Sample orders are eligible for a refund upon the purchase of a longer runner of the same range. If you would like to discuss this matter further, we encourage you to reach out to us directly at helpusa@runrug.com. We value our customers and would like to ensure that you are completely satisfied with your purchase from us. Thank you for your feedback. Runrug

Posted 2 years ago

“It’s been awful, I’m still waiting for my rug , they said Thursday and now it’s Sunday! I have not received it yet!!”

Helpful Report

Posted 2 years ago

Hi Cheryl, Thank you for leaving us a review. I am very sorry to hear that there was a delay with your delivery. We understand that this can be very frustrating. I have just looked into this for you and I can see that it was safely delivered on: 'Monday April 10'. Unfortunately, there can sometimes be delays when shipments are moving through customs, this is something that cannot be controlled, I am afraid. We will always work with our customers and support them. And we will always give the courier any information they may need to fulfill the delivery, as fast as possible. If you would like to discuss this further, please contact us directly. Thank you. help@runrug.com.

Posted 2 years ago

“I can't rate you yet, rug has not arrived!!!!!!!”

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Posted 2 years ago

Hi Penny, Thank you for your review. We're sorry to hear that you've experienced a delay with the delivery of your order from us. We ship our parcels in good faith and it's disappointing when the service lets us down. Your order is now due to be delivered tomorrow. We truly hope that the wait has been worth it and that you love your new runner! We hope you'll consider updating your review once your item is with you. Thanks again, Runrug

Posted 2 years ago

“Would love to review the rugs but have not received the rugs yet.”

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Posted 2 years ago

Hi Mary, Thank you for your review. We're so sorry to hear about the delay with your delivery. We ship our parcels in good faith and it's disappointing when the estimated delivery date is surpassed. I've investigated this with DHL and can confirm that unfortunately, a delay at the depot has affected your delivery. One of your two parcels now appears to have been delivered to you, with the other to follow shortly. We truly hope that once you've received your full order, you love your products! Thanks again, Runrug

Posted 2 years ago

“I would love to share some pictures of my new carpet runner, but I still haven’t received it and the due date has pass, plus I also paid for 2-3 shipping, so I’m a little disappointed at this point.”

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Posted 2 years ago

Hi Phillip, Thank you for taking the time to review our company. We're sorry you have experienced a delay with receiving your order. Unfortunately, sometimes we experience courier delays that are outside of our control. We responded to your email this morning with courier tracking information and an update on your shipment. We will continue to monitor your shipment until it has been successfully delivered and we are working with our courier to get your shipment with you as soon as possible. Thanks again! Runrug

Posted 2 years ago

“I purchased a gorgeous stair runner from you in the past and was hoping for the same quality with this order. The texture of the rug feels awful and the pattern is off. It looks really cheap and now I'm stuck with a rug I don't feel confident displaying in my kitchen.”

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Posted 2 years ago

Hi Lori, Thank you for taking the time to leave us a review. We are sorry that you are unhappy with the runner you received. The 'Afrikans' range is in fact one of our best sellers, however we do completely understand that our customers will have different taste. We will always work with our customers the best we can to make sure that they are 100% happy. We do offer a free returns policy on all none bespoke items, so if you would like to get in touch we would be happy to assist you. We look forward to hearing from you. Runrug.

Posted 2 years ago

“Still waiting; has never came”

Helpful Report

Posted 2 years ago

Hi Dean, Thank you for leaving us a review. The product you purchased was one that was on 'back order'. This meant that we were 'awaiting' the arrival of the stock. This information is given on the product page and on the basket page before you check-out. After looking into this for you, I can see that the estimated delivery date was March 9th, however it appears that the delivery was successfully carried out yesterday. (March 2nd). Please can you contact us to let us know if you haven't recieved your order and we will do everything we can to investigate this for you. Thank you. Runrug.

Posted 2 years ago

“Worst purchase ever. Ordered two sections. They shorted me 4 inches on one and overages me 4 inches on the other. Neither work for the stairs now.”

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Posted 2 years ago

Hi Stephanie, Many thanks for your review. Once again, we're so sorry there's been an issue with your order. We work hard to bring a high level of customer satisfaction so we're disappointed to hear that you've experienced an issue on this occasion. I can see that my colleague is now working with you towards a resolution. We're confident your staircase will look fantastic once we've helped get this rectified for you! Thanks again, Runrug

Posted 2 years ago

“This runner doe not bend well”

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Posted 2 years ago

Hi Devi, Many thanks for your review. We're sorry to hear that you're not satisfied with your runner. This runner is a little thicker, more durable, needle-punch carpet with a thick latex backing. This means it can be a little more difficult to fit onto a staircase, however, it is certainly achievable. We've now reached out to you separately in the hope of being able to offer advice and support with the issues you're having. Thanks again, Runrug

Posted 2 years ago

“The $900 rug was damaged due to improper packaging and the company will not remedy this situation.”

Helpful Report

Posted 2 years ago

Hi Eric, Thank you for taking the time to leave us a review. Once again, we're very sorry to hear that your product was damaged in transit. We understand this must be very frustrating. I can see on the email thread that we have apologised for the issue experienced and have also stated that we are more than happy to replace the product for you and a return has indeed already been arranged so that we can begin the exchange process. We've reached out to you via email aswell to look into how we can rectify this further for you. Thank you. Runrug.

Posted 2 years ago

“Thin cheap product. No thank you.”

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Posted 2 years ago

Hi Kathy, Thank you for your feedback on our product. I'm sorry you are not happy with the quality. I have sent an email to you to discuss this further and to see if there is anything we can do for you. Many thanks Runrug

Posted 2 years ago

“Runrug really should not have sent me a request for a review, immediately after the poor customer service email I received from them. Product was fine, however, it was delivered to the wrong address. When I reached out to the company to let them know that the proof of delivery photo was of the wrong address, and I had not received my order, it took three days to get a reply. That reply was a thinly veiled accusation of me lying, along with a copy of the photo I had already referenced. No apology, no "we will make this right", and when I replied again that I had already noted that was not my house, their response was to go and check with neighbors. Again, no apology. Finally was able to locate the order, that a neighbor had taken inside their home and forced me to seek them out and plead for my package. This took a lot of extra time and a massive amount of aggravation. An apology and some decent customer service would have been nice. Do not use this company if you are looking for good service.”

Helpful Report

Posted 2 years ago

Hi Christina, We would like to thank you for your feedback. Once again, we apologize for the inconvenience caused by the missing shipment. We understand that it was a frustrating experience for you, and we want to assure you that we take all customer complaints seriously. We contacted the courier to start an investigation into the whereabouts of the shipment as soon as we were made aware of the issue. Regarding the email we sent with a photo of the delivery address, we assure you that this was in no way an accusation of lying. Our intention was simply to try to get to the bottom of the missing shipment, and we were hoping that the photo might provide some clues. We apologize if it caused any additional stress or frustration for you. We are aware that on occasion, couriers may leave parcels with neighbours for safekeeping especially if the address is in a remote area. In this case, it seems that this was what happened, and we are sorry for any frustration this may have caused. At Runrug, we strive to provide excellent customer service, and it saddens us to hear that you feel we failed to meet your expectations. we would like to extend our sincere apologies for any negative experience you had with our company. It is our goal to make every customer interaction as pleasant as possible, and we can assure you that your feedback will be taken into consideration as we continue to improve our service. Thanks again, Runrug

Posted 2 years ago

“the rug i received was not what i was expecting the colours were not what was shown in the picture they were a lot darker and the quality was below what i was expecting as it was not a cheap one”

Helpful Report

Posted 2 years ago

Hi Liz, Thank you for taking the time to review our product. I'm sorry you have experienced quality issues and are not happy with with rug you have received. We would love the opportunity to rectify this for you. Please contact us at help@runrug.com I hope this is helpful. Runrug

Posted 2 years ago

“Very disappointed as I have still not received my rug. Could someone please look into this for me. Thanks James Sneddon.”

Helpful Report

Posted 2 years ago

Hi James, Thank you for taking the time to review our company. I'm sorry you had an issue with our courier. Unfortunately, there was a slight delay with the delivery of your order. I can now see that your shipment has been received. Thanks again, Runrug

Posted 2 years ago

“Item was a lot smaller than expected wasn't worth the money”

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Posted 2 years ago

Hi there, Thank you for taking the time to leave us a review. I'm sorry you weren't happy with your order. If you would like to get in touch via our website www.runrug.com we off free returns, refunds and exchanges on all of our products (excluding anything labelled as "bespoke"). We would love the opportunity to rectify this for you! We look forward to hearing from you. Kind regards Runrug

Posted 2 years ago

“An awful rug. Very flimsy and light. It moves every time you walk on it. (I have it on a carpet). The colour isn't very nice but that's my bad. Wasn't worth £50.”

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Posted 2 years ago

“Havent received it yet all saying is in transit and was going to be delivered end day yesterday still not received”

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Posted 2 years ago

Hi Amanda, Thank you for taking the time to leave us some feedback. I'm sorry that you experienced delays with our courier. During the festive period, our courier service experienced a higher-than-normal work load. I apologise for this. I can now see that your shipment has been successfully delivered. Please don't hesitate to come back to me if you need any further assistance. Kind regards Runrug

Posted 2 years ago

“Haven’t received the rug yet and no idea when it’s going to arrive. Should have had it a week ago but due to poor delivery service from DHL I’m still waiting. DHL can’t even take simple instructions or contact you to give a delivery date or time slot. So disappointed”

Helpful Report

Posted 2 years ago

Hi, Many thanks for your review. Once again, we're so sorry for the delay experienced with the courier on this occasion. We ship our parcels in good faith and it's disappointing when the service lets us down. We hope that you love your product now that it has been delivered. Thanks again, Runrug

Posted 2 years ago

“Poor quality”

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Posted 2 years ago

Hi Doreen, Many thanks for your review. We're sorry to hear that you're not satisfied with the quality of your products from us. We're always happy to accept a return for exchange or refund should the products not be suitable. We've reached out via email to work on a resolution for you. Thanks again, Runrug

Posted 2 years ago

“Very disappointed with this runner very thin & took a week to get it flat & it’s still turned up at one of the corners definitely not worth £55 .”

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Posted 2 years ago

Hi Jeanne, Thank you for taking the time to review our company. We're sorry to hear that there are some issues with your item, Due to the runners being rolled for transportation, they can sometimes take a little time to settle fully. We recommend rolling the runner in the opposite direction to the way it arrived and leaving for 24 hours in a warm place. This should help alleviate the curling. We have now emailed you to discuss how we are able to resolve this for you further. Thanks again, Runrug

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