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

“It wasn’t what I had expected. Although I loved the idea of custom sizing since my area iOS not standard, it was not quality for an indoor area. This was most definitely an outdoor material. Rough to walk on , no backing. I will not use it in the area for which I purchased it for.”

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Posted 1 year ago

Hi Lupita, Thank you for your review. I am very sorry to hear that it wasn't what you expected. As it explains in the product description, the Aztec range has quite a firm feel and they offer very little comfort. This range is not made to be plush and luxurious, it is made to be durable and practical. Typically, this type of carpet is used in offices, schools, shops etc. It also has a black rubber backing, this is of course what makes the product non-slip. Please contact us directly if you would like to arrange a return, we'll be more than happy to help with this. help@runrug.com Thank you.

Posted 1 year ago

“Not as expected”

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Posted 1 year ago

Hi William, Thank you for taking the time to leave us a review. We are sorry to see that your purchase was not what you expected. Please do feel free to contact us directly if you would like some assistance. We'd be more than happy to arrange an exchange or refund for you, if this is what you would like. We will wait to hear from you. help@runrug.com Thank you.

Posted 1 year ago

“Efficient service but not all that happy with the rug. Has lots of ridges in it ….presumably from previous folding. Hopefully they will disappear over time.”

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Posted 1 year ago

Hi Judith, Thank you for taking the time to leave us a review. First and foremost, we want to assure you that our team takes great care in handling and packaging our rugs. We never fold them during the packing process; instead, they are always carefully rolled to maintain their quality and integrity. It's important to note that due to the nature of the materials used and the process of shipping, some rugs may develop ridges or waves upon unrolling. However, this is typically temporary and is easily resolved with a bit of time and patience. Rugs often need a short period to settle and acclimatise to their new environment, especially after being tightly rolled during transit. We recommend laying the rug flat in the desired location and allowing it some time to relax and flatten naturally. You may also try placing some weight along the ridges to help expedite the process. In most cases, you'll find that any ridges or waves will diminish over time, leaving you with the smooth and beautiful rug you envisioned. Please don't hesitate to reach out to our customer support team, if you have any additional concerns or questions. Thank you.

Posted 1 year ago

“I am very pleased with the rug, the quality and the fit as seen in picture and would not hesitate to use them again. Just one small point (the reason for 3 stars) I paid an extra £6 for next day delivery but the rug took 5 days to arrive. Hermes/Evri were blamed, but I have not been offered my £6 back. Not even for good customer relations. next time I order, I will leave it to standard delivery as it would have come in the same amount of time.”

Runrug 3 star review on 20th February 2024

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Posted 1 year ago

Hi Phil, Thank you for taking the time to leave us a review. We're very happy to hear that you are pleased with your purchase. We sincerely apologise for any inconvenience the delivery delay may have caused you. Upon investigating the matter, we noticed that there have been a small number of customers encountering similar delays recently. After thorough examination, we've identified that some shipments have not been properly scanned in at the depot. Our initial assessment suggests a technical issue with the courier's scanning system. Please rest assured that we are actively working on rectifying this matter with our courier partner. We believe this to be an isolated incident and not indicative of an ongoing problem. Nonetheless, we are taking every necessary step to ensure that such delays are minimised in the future. With regards to the £5.00 next day delivery fee, we of course will be reimbursing you for this! I am very sorry if we forgot to mention this. Your satisfaction is of utmost importance to us, and we appreciated your patience and understanding. If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to reach out to us. Thank you, once again.

Posted 1 year ago

“The rug I purchased, seems to be quite good quality. And the customer service at the aftersales point was great. However the delivery service they use "EVRI" (previously known as Hermes) is a poor delivery system. It seems despite the name change they still loose parcels for days!. My order was paid for as a next day delivery, but the parcel was lost for almost 1 week. Which resulted in RunRug sending me a second rug, and then returning the first one which arrived a few days later. It seems a lot of messing around to save a pound or two on shipping charges. Which is a shame for the company, because other than the terrible delivery the company itself (RunRung) seem very fair. For this reason I can only give 3 stars as an overall experience. Had delivery been better it would be 5 stars. This could well be a one off incident and I would use RunRug again, so please do not be put off by my review. I simply have to score as I see it which does include the delivery system used.”

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Posted 1 year ago

Hi David, Thank you for taking the time to leave us a review. We sincerely apologise for any inconvenience this delay may have caused you. Upon investigating the matter, we noticed that there has been a small number of customers encountering similar delays recently. After thorough examination, we've identified that some shipments have not been properly scanned in at the depot. Our initial assessment suggests a technical issue with the courier's scanning system. Please rest assured that we are actively working on rectifying this matter with our courier partner. We believe this to be an isolated incident and not indicative of an ongoing problem. Nonetheless, we are taking every necessary step to ensure that such delays are minimised in the future. Your satisfaction is of utmost importance to us, and we appreciated your patience and understanding. If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to reach out to us. Thank you, once again.

Posted 1 year ago

“Runner itself is great but delivery is not good. I paid for next day delivery but it took four days to arrive. I messaged customer service on due day as it had not arrived and got a reply three days later. Using Evri is a big red flag - unreliable. I don't understand why you would use this courier when they have such a poor reputation. This has sullied the whole experience and would deter me from ordering again from you.”

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Posted 2 years ago

Hi Helen, Thank you for your review. I am very sorry for the experience you've had with our courier, while shopping with us on this occasion. As we explained in the email we sent to you, unfortunately our offices are closed at the weekend, therefore naturally, we would not be able to answer any queries, until we are back in the office. We do value your feedback and we will be taking steps to ensure that issues like this don't occur again. We also apologise for any inconvenience you may have experienced in the past, with Evri. Our choice to partner with Evri was based on extensive research and a belief that they are a reputable company. In fact, we took note that even major corporations like Amazon trust and use their services, which gave us confidence in our decision. While we have confidence in Evri's capabilities, we also acknowledge that no courier service is entirely immune to occasional issues such as parcels being lost or experiencing delays. These issues can occur in any courier service, and we understand the frustration they can cause. Thank you. Runrug.

Posted 2 years ago

“The company seem to be good and the pricing of their product excellent. However, I wondered if the rug we recieved had gone through their quality control as the colours on the rug were spoiled by bands of darker wool arbitrarily woven through which were not on the advertised image”

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Posted 2 years ago

“The product is good quality but the screws to install were low quality and kept breaking despite pre-drilling small holes. This leads to obvious other problems and wastes time. The rug rods ar fine although a bit more expensive than I thought they should have been considering they were hollow rods. Lastly, despite advertised as “free shipping,” I was caught by surprise when the UPS driver required a $74 check to leave the package and tied the fee to a customs charge. Nothing was said about it at the time of order and should have been included.”

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Posted 2 years ago

Hi Daniel, Thank you for taking the time to share your feedback with us. We truly appreciate your honesty and apologise for any inconvenience you've experienced with our product and service. We're pleased to hear that you find the quality of our product to be satisfactory. However, we're genuinely sorry to learn about the issues you've encountered during the installation process. We also apologise if the pricing did not meet your expectations. We strive to provide products that offer both quality and value, and we appreciate your input on this matter. Your comments will be taken into consideration. With regards to the unexpected customs charge, we are very sorry about this! This absolutely should not have been your responsibility to pay. We as a company promise to pay these charges for our customers, however, there was a clerical error made by the courier which meant that they were accidently charging the reciever instead of us, the shipper. If you can please contact us directly with some evidence of the charge, we of course, will be more than happy to reimburse you for this. Thank you. Help@runrug.com.

Posted 2 years ago

“I had initially gave Runrug a bad review, because after 3 weeks my items still have not arrived, after however, in light of their quick response to my email, I will revise my review, as the issue was with UPS, they apparently lost the package. Waiting for a delivery on the replacement.”

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Posted 2 years ago

Hi Tomas Thank you for your message, although we are genuinely sorry to see the issues with the delivery. We do have a great record, alongside our courier of fast delivery and please rest assured that we consistently work to ensure the information on our site is accurate. While reviewing your order I can see that you have been working with a member of our Customer Experience team and I am happy to see that we are close to getting this resolved for you with replacement products shipped to yourself. I hope that when they are received they compliment your home perfectly! Kind regards runrug.com

Posted 2 years ago

“Not bad rugs. Bought 2 for the kitchen. Very disappointed with the customer service. Paid for next-day delivery only to find that the first rug was lost after waiting 2 days, tried contacting Runrug - no phone number. Sent numerous emails over the next day, no replies. Then discovered RR is part of a larger flooring co. that has other outlets. Phoned one of the shops that offered to provide help, and indeed did. Very grateful to the guy. The issue was resolved. Suggest RR up its communication system and not leave customers in limbo.”

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Posted 2 years ago

“It does help to stop the rug moving but not completely. It is rug on carpet so it's always more difficult to stop it moving.”

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Posted 2 years ago

“Runners edging is very limited. Meaning you can easily push the edge stitching apart showing the white cord. It's not going to be long before it will need work to prevent the white cording from continuously showing through the stitching. Other than this, it is what was expected.”

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Posted 2 years ago

“Like the style and pattern of the rug,but thought it would be heavier. Slides and bunches up on top of carpet.”

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Posted 2 years ago

“Left 2 messages with customer service and never received a call back. Carpet came balance due from customs in the amount of 61.00. Expect to pay MORE than your paid receipt for Custom charges.”

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Posted 2 years ago

“Although the Runrig team were prompt with the order I placed they definitely need to review the courier service providers, leaving open packaging out in the rain is wrong, for me this impacts the scorer for Runrug”

Runrug 3 star review on 14th December 2023

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Posted 2 years ago

“Delivery was late and I wasn't notified. I rang & was advised that as I'd ordered 2 items they were coming from different suppliers & one was late. Was then told I would get delivery by Evri and I would be notified when this was out for delivery by Evri. I wasnt. The items were actually delivered without notice by DHL? Think better information regarding delivery timings & couriers is needed. Product is ok and fulfills it's need.”

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Posted 2 years ago

“This rug has an unfortunate smell and is not as soft as I thought.”

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Posted 2 years ago

Hi Rita, Sorry to hear that you're experiencing a smell from your rug. This is not unusual for a new rug and should settle, however, if you would like any assistance with this order, please contact our Customer Service Team at help@runrug.com :) Thanks for taking the time to your feedback.

Posted 2 years ago

“Love the rug, but very tightly packed . Still struggling to get creases out.”

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Posted 2 years ago

Hi John, Sorry to hear you're struggling with getting some creases out of your recent order. If you wish for some assistance with this, please contact our Customer Service Team at help@runrug.com. Thanks for taking the time to leave your feedback!

Posted 2 years ago

“I ordered a gripper and underlay pack to fit our stair runner. It was easy to do, just had to enter the number of steps and everything was calculated. Received regular updates from Runrug and courier - very efficient and delivery was quick too.”

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Posted 2 years ago

Thank you for your brilliant review! We are happy to hear that you found the Underlay and Gripper pack a breeze to order and that we were able to keep you updated on your quickly delivered order. Thanks again for taking the time to leave such valuable feedback!

Posted 2 years ago

“Very good service and quick delivery. Overall we are satisfied however our mat was obviously cut to size from a roll and unfortunately, it was not cut straight so after paying £38 we have had to cut the edges straught eith a pair of scissors.”

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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