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

“Very disappointed Hall runner was a mat”

Posted 5 months ago

Hi Tracey, Thank you for your review, although naturally we are sorry to see that you are not happy! Looking at your order I can see that you have ordered the 30cm long sample version of our product - on all of our runners we do offer drop down options so that you can select the exact length that you need for your home. So that we can support, please could you contact our Customer Experience team using help@runrug.com with details of the length that you do need and we would be more than happy to help.

Posted 4 months ago

“My Reference FR277494 Last week (28 nov) wrote you a mail to ask when my order would arrive. You answered immediately (bravo !) telling me that the delivery was at 29 nov. It's 4 dec and I did not receive anything .... Please tell me who I mnay contact to get some infortmation I've payed 173,25€ grettings , Klaas Vos”

Helpful Report

Posted 5 months ago

Hi Klaas, Thank you for your review, although I am really sorry to see of the delay on your runner reaching you. I can see that a member of our team has attempted to reach you via email, but at the moment we have opened a product search with DHL that we are continuing to work with them on. Your order was received at their Paris, France depot but has not moved since then. We will be expecting the results of this search within the next 24 hours, so that we can look to have your unner delivered toyou shortly afterwards. Of course if DHL do not find your package we will gladly look to have this reshipped. Apologies for the inconvenience so far, but please feel free to reach out to help@runrug.com if you have any further questions.

Posted 4 months ago

“Where is it? Not delivered.”

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Posted 5 months ago

Hi Roger, Thank you for sharing your concerns with us. I'm truly sorry to hear that your order hasn't arrived yet. I understand how frustrating this situation can be. We have just been looking through the tracking details for your order and it does show that our courier (DHL) attempted to deliver to you on both Wednesday and Thursday last week but you were unfortunately not available to receive the delivery. The good news is that looking at the details they are going to attempt to redeliver to you again today! Best wishes, runrug.com

Posted 5 months ago

“It looks so cheap it’s definitely not persian rugs. Looks and feels like cheap Chinese product”

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Posted 5 months ago

Hi Matin, Thank you for sharing your thoughts, though I'm truly sorry to hear that you feel disappointed with the quality of the rug. We strive to provide a range of products that suit various tastes and budgets, and it's disheartening to learn that we fell short in your experience. We appreciate your feedback as it helps us evaluate our offerings and ensure customer satisfaction. If you have any further concerns or if there's something specific we can assist you with, please do reach out. Best regards, runrug.com

Posted 5 months ago

“Order and still have not received- was not aware shipping took forever”

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Posted 6 months ago

Hi Ricardo, Thank you for taking the time to share your views, although I'm genuinely sorry to hear about the delay with your order. We understand how frustrating it can be not to receive your items as quickly as expected. Although we do deliver around 99% of our orders within the advised times, shipping times can vary, and we strive to keep our customers informed about their orders. Please know that your feedback helps us improve our processes and communication. Looking at the tracking now, I can see that your order has now been delivered, so I hope that it is exactly what you needed. Best regards, runrug.com

Posted 6 months ago

“I wouldn't give you one star terrible service from start to finish”

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Posted 6 months ago

Good morning, thank you for your feedback, although I am sorry to see that you have had such a poor experience with us - we do pride ourselves on the service that we offer so this is genuinely disappointing to see. I can see that from the last contact we had with yourself that you had stated the courier had not left the product in the location that you requested. A member of our team did contact the courier to ask them to ensure that this was done for you. Please could you get in touch with us with any other issues that may have occured so that we can look to investigate these for you, to naturally put them right for both you and future customers. Kind regards runrug.com

Posted 6 months ago

“Ordered and paid for next day delivery 6 days later still not received parcel couriers are useless also gave alternative place to leave parcel but that was ignored Won’t be ordering from this company again, plenty more shops to choose from”

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Posted 6 months ago

Hi Jane, Thank you for your review although we are naturally very sorry that we have not been able to get the perfect runner to your home on this occasion. We have attempted to contact the courier on several occasions but believe that they have had issues finding your home due to the naming of your home rather than it being numbered - although naturally we have passed on yours and our dissatisfaction at this information and the subsequent delay. The local depot had attempted to contact you, but unfortunately the number supplied is not correct, and with you not wanting to share your information for them to seek further advice from you it does leave us at the limit of how we can support to get the runner to yourself. We can understand not wanting to share your details of course. I can see that my colleague has this morning confirmed that we have cancelled your order, at your request, and a full refund will be issued back to you shortly. We do not like to let any of our customers down, so do sincerely apologise for any issues caused.

Posted 6 months ago

“Runner has yet to arrive. Disappointing”

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Posted 6 months ago

Hi Jean, Thank you for taking the time to leave us a review. I apologise for the issues that we've faced with the delivery of this order. It appears that when you placed the order on our website, part of the address was missed by mistake. This unfortunately caused a delay with the courier. We did give them the full address as soon as they contacted us though, and I can now see that the delivery was sucessfully completed on 'Monday October 14th'. This is great news! We hope that you like your new runner! Thank you.

Posted 6 months ago

“Rug arrived with a stain in it..?”

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Posted 7 months ago

“No rug has shown up, nor has a refund! A very thin, sticky piece of something akin to batting used is seeing did arrive as a $125-$150 rug pad! So very dissatisfied and disgusted!”

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Posted 7 months ago

Hello Kristy, Thank you for taking the time to leave us a review. I am extremely sorry for the issues we faced with the rug you purchased. I can see on our email system, one of our customer representatives has been chatting with you in regards to why the rug could not be supplied for you, on this occasion. Unfortunately as you will know, this was a supply problem from the manufacturer and completely out of our control. I do also believe there has been some confusion with regards to the underlay purchased. 'The Anti-Slip Runner Rug Underlay' is not designed to be a soft feeling product, it is not there to add comfort or padding to your rug. It is a mat that has a unique patented technology that sticks itself to the back of the runner, to stop it moving and rucking up. This information is provided within the product description and specification. However, don't worry! We do understand that mistakes can be made when making a purchase online. I can see that your order is currently with our finance team and it will be refunded in full within 2-3 business days. If you would like to discuss anything further with us, please contact us directly at help@runrug.com. Thank you.

Posted 7 months ago

“Rug came cut squint had to cut about 4" of to straight it and the ends keep curling up never again”

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Posted 7 months ago

Hi, Thank you for leaving us a review. We have actually reached back out to you via email, but we don't appear to have received a response yet. I am very sorry to hear that the end was not cut straight. This is not the standard of quality we aim for, and I sincerely apologise for any inconvenience caused. It is not uncommon for rugs to curl up at the corners, especially if they have been tightly rolled up for transportation. This can cause the fibers to become compressed, and as a result, the corners may appear to curl up when the rug is unrolled and laid out in your home. However, this is not a sign of any manufacturing defect or quality issue with the rug. To resolve this, I recommend giving the rug some more time to settle. You can try placing some heavy objects, such as books or furniture, on the corners to help flatten them out. It may take a bit of time for the rug to fully relax and the corners to lay flat. However, if you would just prefer to return it to us for a refund or an exchange, this is no problem. Please contact us directly. help@runrug.com Thank you.

Posted 7 months ago

“I never received it.”

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Posted 7 months ago

Hi Bill, Thank you for your review. I am very sorry to hear of the delay. I can see on the tracking that it has just been passed onto a third party courier for them to complete the delivery. I am afraid this does sometimes happen, if a courier doesn't operate in a specific area. As the latest update is now 'Shipment has been taken out for delivery', I would expect the delivery to be completed very soon. If of course you don't recieve it within 48 hours, please contact us directly and we will of course do everything we can, to investigate this for you. help@runrug.com Thank you.

Posted 7 months ago

“I have not yet received my item from the order FR270113. Je n'ai pas encore recu mon tapis objet de la commande FR270113”

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Posted 7 months ago

Bonjour, Merci de nous avoir laissé un avis. Nous sommes conscients que votre livraison est en retard et nous en sommes sincèrement désolés. Nous vous avons contacté par e-mail aujourd'hui. Nous travaillons actuellement avec DHL pour assurer la livraison réussie de votre commande et dès que nous aurons une mise à jour, nous vous répondrons. Nous vous remercions de votre patience. Merci.

Posted 7 months ago

“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.”

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Posted 7 months 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 7 months 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”

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Posted 8 months 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 8 months 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”

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Posted 8 months 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 8 months ago

“See review.”

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Posted 8 months 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 8 months 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”

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Posted 8 months 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 8 months 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.”

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Posted 9 months 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 9 months ago

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

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Posted 9 months 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 9 months 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