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

“I am 84 years old and have no way of printing a label I am not computer literate only have a Kindle . This. meant that I had to pay £13. 45 at the Post Office to return my item, your policy of label printing needs a re think otherwise a lot of people like me have no access to your company.”

Helpful Report

Posted 1 year ago

Hi Shirley, Thank you for leaving us a review. I am very sorry if you don't have access to a printer. We do usually find that most customers are happy to print the labels, as this is all that we ask from them. The return is completely free to the customer, therefore we of course have these charges to pay. I am afraid it just wouldn't really be cost efficient for us to offer a printing service, as well. There are a few benefits to customers printing their own labels, I will list a few for you below. Faster Process: Customers can access and print the label in their own time, enabling a faster return process without them having to wait for a label to be posted out to them. Reduced Waste: It reduces paper waste, as labels are only printed when necessary, aligning with eco-friendly practices. Self-Service Convenience: Customers can initiate and manage their returns at their convenience, improving the overall customer experience. These benefits streamline the returns process, lower costs, and contribute to sustainability. We do understand that in some cases, printing a label might be difficult. We would then say to contact us and we'll do our absolute best to work with you and try and come up with an alternative option. If you would like to discuss this further, please don't hesitate to contact us directly. help@runrug.com Thank you.

Posted 1 year ago

“Good morning, this is Scott Strong (Vicki's Husband) our order is not correct. We ordered four pieces of the same style: Aztec Black, lengths: 4', 6', 20', 27'. Order USA269174 See pictures below. We received two of Aztec Black 4', 20' (correct) but two of Inca Black 6', 27' (wrong) Separately, we would like the 6' replacement to be 8'. We will pay for the additional length. Thank you, Scott Strong 562-254-2804 cell sstrong@strong-inc.net”

Helpful Report

Posted 1 year ago

Hello, Thank you for taking the time to leave us a review. I am very sorry to hear there has been a mistake with your order. We'd love the chance to put it right for you. I will therefore arrange for a member of our team to reach out to you, to rectify this. Thank you. Runrug.com.

Posted 1 year ago

“Delivery good but rug is chocolate brown and not light brown as stated Also very thin and curls up on edges and corners. I know it wasn’t expensive but have paid less for a runner in the past and never had these problems”

Helpful Report

Posted 1 year ago

Hi Isobel, Thank you for taking the time to leave us a review. We're very sorry to hear the colour wasn't right for your home and you were unhappy with the thickness. We fully understand that our customers will have different tastes and we have many different variations of rugs within our inventory. Sometimes it's very difficult to determine the exact colour of something online as well. We do operate a 30 day free returns policy for this very reason. Therefore, please do reach out to us if you would like to return your order and we'll be happy to help you. help@runrug.com Thank you.

Posted 1 year ago

“See review.”

Helpful Report

Posted 1 year ago

Good morning, and thank you for your review - although naturally we are sorry to see of the delay with the delivery to yourself. Could I ask you to get in touch with our team using helpuk@runrug.com and let us know your order number or address, so that we can investigate this further for you. Kind regards runrug.com

Posted 1 year ago

“Rug never came. Was waiting for delivery so emailed and was told they had sent a previous email saying its damaged and last one in stock . You think someone would ring not just email. I've looked at spam and I cannot find email and no rug. Took me ages to find right one.Unhappy customer”

Helpful Report

Posted 1 year ago

Hi Hayley, Thank you for your review. Thank you for bringing this to our attention, and I sincerely apologise for the inconvenience you've experienced. I'm sorry to hear that you did not receive the rug you were looking forward to, and I understand how frustrating this must be. It appears that there was an email sent out to you and I can see that a colleague of mine has provided a copy of this in a recent email thread with yourself. We aim to provide clear and timely updates to all of our customers and at the moment we are only a small customer service team. Unfortunately, it isn't always possible to call and speak to every customer we have. However, I apologise that this didn’t happen in your case. I will make sure we review our communication processes to prevent this from happening again. I can see that you have agreed upon a refund and this is currently being processed by our finance department. This should be back in your bank account within 5 business days. Thank you.

Posted 1 year ago

“This was my 3rd order and I am very disappointed. Delivery was delayed for 3 days and instead as before at the front door, I finally found at the corner of my garage. Then when I unwrapped it, I only had one rug out of three identical with a rubber backing, non-slip and the other two had felt, I a alway slipped on it and so did my two dogs. I don't know what to do to get the situation rectified. How can I return and get the right ones.”

Helpful Report

Posted 1 year ago

Hi Yvonne, Thank you for taking the time to leave us a review. I have just looked at the order and delivery information and I can see that the delivery date on your order was July 31st. The tracking information states that the order was successfully delivered a day early, on July 30th. I have also just looked into your order and I can see that you have ordered the 'Promenade Gray', the backing on these rugs were quite recently changed to a more environmentally friendly non-slip material. We don't actually have any felt back rugs, so I believe this may be the reason for the confusion. Unfortunately, it sounds just like we have just sent you one rug from an old roll of stock with the old style backing. However, this should not matter at all, they are both designed to be anti-slip. I can see that you are currently in an email conversation with a member of our customer service team, therefore, they will do all that they can to assist you. Thank you.

Posted 1 year ago

“Still waiting for delivery as DHL delivered to wrong address”

Helpful Report

Posted 1 year ago

Hi Tim, Thank you for leaving us a review. I am very sorry to hear that this has happened. However, thank you for letting us know. If you don't contact us, then we won't know. We're always here to help and support with whatever you need. I will now arrange for a 2nd sample to be dispatched from our warehouse and delivered to you correctly. This should be with you on Friday, by the end of the day. Thank you.

Posted 1 year ago

“Tracking the progress of shipping on my account said product delivered on July 12. But it wasn’t. I emailed with no response. No phone number to call. I had to go buy a different one my carpet install could happen on time. There was no way to canceling. Then a few days later, DHL texted that the carpet was on its way. They left it with my son who was not authorized sign for it. Now, I need to return it but shipping a return will cost me more than I paid for the carpet. So I give no stars because there is no customer service .”

Helpful Report

Posted 1 year ago

Hi Cindy Thank you for your review, although naturally we are very sorry to read about the issues that you have faced here. I have just been reviewing our customer service email system and can see messages from yourself all of which have been responded too by our agents looking to provide advice and support on the delay in the delivery of the runner. Please could I ask, if these have gone into your spam/junk folder? We do endeavour to get back to all of our customers within 1 working day, and are frequently quicker than this. In terms of being able to call us, on our site there is an option to 'contact us' which lists our opening hours and our phone number so that you can speak to a member of the team if required. We also offer a free returns service if you are unhappy with your runner, so there should be no fees for you to pay to return this back to us. If any of the previous messages we have sent are in your junk folder, please reply to those emails to ask for information on how to return, or alternatively, call 1-908-386-4809. We would be happy to support resolving these issues for you. Kind regards runrug.com

Posted 1 year ago

“Well to say I’m disappointed is an understatement the picture shows a runner for the hall it was a door size only and that slip mat for £8 was the biggest mistake iv ever made so far from satisfied will not be using you again I fell iv been ripped off”

Helpful Report

Posted 1 year ago

Hi Mandy, Thank you for taking the time to leave us a review. If you take another look at the website, there are two boxes which you have to click on to choose the dimensions that you specifically need, for your space. Naturally, the larger rug you order.. the more the price will increase. The image on the listing is of course just for illustrative purposes, our rugs are not all 'one size'. Please contact us directly and we'll be more than happy to work with you to get you the size that you need for your space! help@runrug.com. Thank you.

Posted 1 year ago

“Ordering my rug on the Thursday I was advised my rug would be delivered the following Monday or Tuesday only to be told the rug was not in stock and had to be ordered from supplier. It was never in stock!! Have now asked for full refund. The same rug is still being advertised on Facebook… why when they can’t supply it!!”

Helpful Report

Posted 1 year ago

Hi Doreen, Thank you for your review. I am very sorry for the inconvenience caused on this occasion. Unfortunately, all area rugs have to be ordered in from one of our suppliers. We therefore don't physically have them in our warehouse. That is why it states that delivery is '3-5 working days' on the product listing, on our website. I have had a look at the notes on your order and I can see that the supplier informed us of a delay in their production schedule when we placed the order with them. Naturally, this is completely out of our control, however, we are very sorry. Also, I will reach out to our digital team to have a look at our Facebook advertisements. However, we haven't stopped supplying the rug you chose, it's simply just unavailable for a couple of weeks. If you would like to discuss this further, please contact us directly and we'll be happy to speak with you. Thank you.

Posted 1 year ago

“Runrug's delivery dates are a total lie. I came into town specifically to receive package, but it's not even through customs yet. This company is sloppy and full of it.”

Helpful Report

Posted 1 year ago

Hi Garrett, Thank you for leaving us a review. I am very sorry that there appears to have been a delay with your delivery. I can assure you, we don't lie to our customers. Our customers are very important to us, we are a family run company and we pride ourselves on our service. We do infact currently hold a 98% on-time delivery rate. Unfortunately, sometimes there can be delays when shipments are moving through customs. Naturally, this is completely out of our control. However, we will always do our absolute best to chase up the courier to determine what the delay is, if we are made aware of the delay, firstly. I can however see, from your tracking information that the clearance processing is now complete and the delivery is now scheduled to be on 'June 07'. If you do not receive your order by the evening of June 07, please contact us directly and we will do everything we can, to investigate this for you. Help@runrug.com Thank you.

Posted 1 year ago

“Sorry - made order which got lost due to IT problems at their end. There wasn't any form of contact to let me know. If I hadn't chased, I wouldn't have got order. Order arrived, delivery poor (left in communal area), product very poor quality. Wouldn't use again”

Helpful Report

Posted 1 year ago

Hi David, Thank you for taking the time to leave us a review. We do understand you are frustrated and we do apologise for what happened. As we mentioned, an email did go out to all effected customers, once we had access to our system again. As your original order was deleted from our system before we even knew it existed, there was no physical way that we could have contacted you to tell you. I hope you can understand. I am also very sorry to hear that the delivery was poor and that you are unhappy with the quality. We are more than happy for you to contact us directly, and we'll arrange for an exchange or a full refund. help@runrug.com Thank you.

Posted 1 year ago

“I have not received my hall rug yet and am waiting for a response from your customer service.”

Helpful Report

Posted 1 year ago

“No communication no order delivered”

Helpful Report

Posted 1 year ago

Hi Robert, Thank you for your review. I do apologise for the delay with your order. I can see that someone from our customer service team has spoken to you today and a replacement rug has been prepared and dispatched for you. As they probably explained, we have been experiencing some technical difficulties which meant that we could not access any of our systems for a number of days. This of course explains the delay and the lack of communication. This was of course an unforeseen problem, therefore it is not how we usually do business. We hope that you will return to us in the future. Thank you.

Posted 1 year ago

“I was totally let down by them. I ordered a hallway runner and paid an extra £5 for next day delivery. The item did not arrive and during the following week I chased it up twice and finally I was given a delivery date 10 days late and loads if excuses. I cancelled in disgust”

Helpful Report

Posted 1 year ago

Hi Carole, Thank you for taking the time to leave us a review. We're very sorry to hear that there have been some issues with your order. I can assure you, our team would never mislead our customers in any way. I do believe that there would have been a genuine reason for any mistake or problem with delivery. We're a family run business and our customers are our number one priority. We'd therefore hate to lose you as a customer. Please do feel free to reach out to us directly, if you would like to discuss this further with a senior member of our team. We'll do everything we can to try and put this right for you. help@runrug.com Thank you.

Posted 1 year ago

“waiting for refund. When i ordered a rug online with you it did not say it was out of production when i paid for it. You sent a message after taking the money to say it was not available . I have not received an email to say the rrfund has been processed Kind regards Valerie Duncombe”

Helpful Report

Posted 1 year ago

Hi Valerie, Thank you for taking the time to leave us a review. We're very sorry once again, for the inconvenience caused from our supplier informing us of a production delay. This of course was also very disappointing for us, as we only learned of this information at the same time as you. I can also see that a full refund was successfully processed for you on April 18th. We do usually say to allow up to 5 working days for any refunds to be issued. Therefore, it should be showing back in your account within the next day or so. We hope this hasn't put you off returning back to us in the future! Thank you.

Posted 1 year ago

“I have not received my rug as yet, please can you look into this”

Helpful Report

Posted 1 year ago

Hi Wendy, Thank you for taking the time to leave us a review. I have reached out to you, in response to your email. I am very sorry to hear you haven't received your order, yet. I have looked into this with the courier, however I fear that it may be lost. I do apologise for this and I have now arranged for a replacement to be dispatched from our warehouse urgently, today for you. I hope this is okay. Thank you.

Posted 1 year ago

“Cannot really say much as we have still not received our paid for product.”

Helpful Report

Posted 1 year ago

Hi Kirk, Thank you for taking the time to leave us a review. I am very sorry for the delay you experienced while waiting for your delivery. I can see that the customs clearance process just took a little bit longer than usual, on this occasion. However, it's now showing as delivered! I do hope that everything is okay. Please don't hesitate to contact us, if we can help with anything else. Thank you.

Posted 1 year ago

“not recived order”

Helpful Report

Posted 1 year ago

Hi Paul, Thank you for taking the time to leave us a review. I am very sorry to hear that you have not received your rug samples. I have looked into the tracking information for you and they appear to have been delivered to 'Juan' at number 10. I am very sorry if a delivery card was not left for you, at your address. I will report this to our courier manager immediately. Please do let me know, if we can help with anything else. Thank you.

Posted 1 year ago

“would not recommend just cut straight off the roll making pattern unequal both ends terrible to look at will not purchase again”

Helpful Report

Posted 1 year ago

Hi Charles, Thank you for taking the time to leave us a review. As I hope you can appreciate, our rugs are prepared for our customers at 'any length'! This means that our customers can choose how long they would like it to be. Naturally, as the rugs are cut from a larger roll at specific lengths, the pattern will not always be equal for the full length of the rug. This is quite common with runners. I apologise but this cannot really be avoided, as if we were to prepare the rugs this way, we would have a very large surplus of stock, which we could not use. Please do feel free to reach out to us directly and we'll be more than happy to work with you regarding an exchange or a refund. help@runrug.com Thank you.

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