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

“The rugs are very poor quality”

Posted 1 year ago

Hi Khalil, Thank you for taking the time to share your thoughts. I'm sorry to hear that the quality of the rugs didn't meet your expectations. We strive to provide products that our customers can be proud of, and your feedback is invaluable for us to improve. We do offer a wide range of runners in different qualities and production styles, so if you would like to reach out to our team using help@runrug.com I am sure that we can find a runner which exceeds your expectations! Best regards, runrug.com

Posted 1 year ago

“Looks and feels lovely but oh my days it won’t stay in any kind of position. It walks quicker than I do. And as soon as you step on it it gets speed bumps. Have ordered some fixings because it’s the only way it will be functional.”

Runrug 2 star review on 17th November 2024

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Posted 1 year ago

Hi there, Thank you for your feedback. We're really glad to hear that you like the look and feel of the rug, but I’m genuinely sorry to learn that it's been difficult to keep in place. That must be frustrating! We've designed our products with style in mind, but functionality is equally important, and your comments highlight an area for improvement. It sounds like the fixings you’ve ordered might help with that. If you find yourself needing more support or tips on keeping it securely in place, please don’t hesitate to get in touch. Wishing you the best with your rug! Kind regards, runrug.com

Posted 1 year ago

“I put the rug on a LVT floor and slipped and fell. Rug is attractive but danger on smooth floor”

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Posted 1 year ago

Hi Madeleine, Thank you for your feedback. We're genuinely sorry to hear that your rug caused a slip and fall on your LVT floor. While we strive for our rugs to be both attractive and functional, we understand that safety is paramount. We recommend using rug grippers or non-slip underlays to help prevent any movement, especially on smooth surfaces. Your safety is our priority, and we appreciate your input as it helps us improve our products. If there's anything else we can assist you with, please don't hesitate to reach out. Best regards, runrug.com

Posted 1 year ago

“Runner that was delivered had a fault in it. I have been in touch and advised there are three ways to resolve. I have notified which way I want to go and still waiting on someone getting back to me with an offer.”

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Posted 1 year ago

Hi Neil, Thank you for your review, although I am sorry to see of the issue with the runner. Looking at the imagery this appears to be a piece of yarn caught up in the runner during the production, which naturally can happen when fibres become caught in the machinery - although we do make every effort to avoid this and it is a very rare circumstance. I can see that my colleague is working with you on a resolution at the moment so I hope we can improve your happiness with our products soon!

Posted 1 year ago

“I am being asked for a review before I receive my rug and have had no contact sine I placed the order a couple of weeks ago. Not good service.”

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Posted 1 year ago

Hi Sandra, Thank you for leaving us a review. I am very sorry to see your order hasn't arrived yet. Looking at the tracking information it appears that it was placed into a 'Clearance Event'. Unfortunately this can happen sometimes and of course, this is out of our control. A 'clearance event' is just when the shipment is being cleared through customs and this can sometimes take an additional few days. This is a normal procedure that is required in order to ensure that all shipments are properly documented and that any taxes or duties due, are paid. (We pay these for you, so please don't worry!). The tracking information does state that the delivery is now scheduled to arrive today! (Thursday, October 17) by the end of the day. Please do let us know if it doesn't arrive and we will do all that we can, to look into this for you. Thank you.

Posted 1 year ago

“Not happy with the quality, the rug stitching pulled only after the second day of having it down. (with not a great deal of foot traffic either) I like the pattern but lacks in quality.”

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Posted 1 year ago

Hi Robin, Thank you for leaving us a review. I am very sorry to hear this has happened. Naturally, if anything like this happens then please do come to us and tell us. We would always look to rectify any problems or issues with the products, in a timely manner. Also, with regards to the product you have purchased, it is an indoor/outdoor runner. Therefore, the thickness and style of it is very different to a traditional house carpet runner. This information is available to read, within the product description and specification. If you would therefore like to arrange an exchange or a refund, please reach out to us and we'll be more than happy to help you. help@runrug.com Thank you.

Posted 1 year ago

“Love the look of my runner but feel it’s poor quality very thin and nylony feel to it. But I’m keeping as I like the colour and design just wish it was a thicker rug and better material”

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Posted 1 year ago

“Too short in length”

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Posted 1 year ago

Hi Karen, Thank you for leaving us a review. I am very sorry to see that you've only scored us a 2 star. After looking into your order, I can see that you've placed an order for two '1 foot' samples. What size did you intend on ordering? Please be assured, we are always here if you need any help or support when placing orders on our website. All we want, is for our customers to be happy! Please reach out to us directly if you would like some help ordering the correct size. help@runrug.com Thank you.

Posted 1 year ago

“The kitchen runner supplied is very thin and the ends conitunually curl up.”

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Posted 1 year ago

“Not real happy with the $700++ purchase. It's in a commercial area and the carpet runner slids all over the place, will not stay in place. I should have checked and gotten a rubber back but didn't see those options ...not safe at all. Even if it was in a residential house it would be hazardous and slippery. Nice color, pattern and soft on the feet but not feasible, not sure what we'll do now.”

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Posted 1 year ago

Hi Dean, Thank you for taking the time to provide us with your feedback on your recent purchase from Runrug. We appreciate your honesty and let us assure you that your satisfaction is of utmost importance to us. We offer an anti-slip underlay specially designed to stop runners from sliding on top of hard flooring. This sounds like it might be a suitable solution for your working environment. Our team will be in touch soon to discuss this with you in more detail. Kind regards, Runrug Customer Care Team,

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

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

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Posted 1 year 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 1 year ago

“Different color than I wanted”

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 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