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

“Disappointed with how thin it is. I’ve had lots of runners before all much thicker. I was expecting better quality as I’d paid £100. Won’t shop here again.”

Helpful Report

Posted 1 week ago

Hi Leisha, Thank you for sharing your thoughts, and I sincerely apologize that the runner didn't meet your expectations. We strive to provide quality products, and it's disappointing to hear that you found it thinner than anticipated. We do offer a wide range of runners in a variety of thicknesses, the runner that you have ordered is specifically designed to be low profile and suitable for outdoor use. On all of our runner ranges, we do list the thickness of the design in the Product Summary information. Your feedback is invaluable to us, and it helps inform our product offerings. If there's anything we can do to assist you further or if you’d like to discuss your concerns, please reach out to us at help@runrug.com. Please note that we do offer a free returns service, for a full refund, if you are unhappy with the product for any reason We truly appreciate your input and hope to improve your experience in the future. Best regards, Runrug

Posted 1 week ago

“I have called this company four times now regarding the return of my order. I still have not yet received a reply and only get a bogus message asking me to leave my phone number and order number. I will not leave the order number on an answering machine because somebody else could use it to get my refund. I have left this message (If I do not hear from a live person by 5 PM today) for the second time. I will call the Better Business Bureau and research the owner of this company and contact the news media about its business practice and what I have experienced. I’ve immediately tried to return this product the following day because it is not the quality that I ordered, and it arrives with all kinds of white stuff looking like feathers rolled up inside. I neatly packaged it up, asking where to send it back to, but yet I still have no reply. I am really disappointed in this company and its business practice and its Customer Service.!!! Ms. Montgomery”

Helpful Report

Posted 3 weeks ago

Hi Brenda, Thank you for reaching out and sharing your experience, though we’re genuinely sorry to hear about the difficulties you've faced with our customer service. Looking back through your calls to us it appears that all of these have been made to us outside of our working hours. At the moment we are available to support between 6am - 12pm ET, although we are working to extend these hours moving forwards. We aim to resolve returns efficiently and want to ensure your concerns are addressed properly. Please reach out to us at help@runrug.com, and we’ll make it a priority to connect with you directly to assist with your return. We appreciate your feedback, as it helps us improve our processes. Thank you for your patience, and we truly hope to resolve this for you soon. Best regards, Runrug

Posted 2 weeks ago

“Way overpriced wouldn't buy again”

Helpful Report

Posted 3 weeks ago

Hi John, Thank you for your feedback — we’re sorry to hear that you felt the product didn’t offer the value you were expecting. We always aim to provide high-quality products alongside dedicated customer service, and we regret that your experience didn’t reflect that. We genuinely appreciate you taking the time to share your thoughts, as it helps us continue to improve. If there’s anything further you'd like to discuss or if we can assist you in any way, please don’t hesitate to get in touch. help@runrug.com

Posted 3 weeks ago

“I thought I was buying a refundable model of rods and I didn’t think the instructions on measuring the rods was very clear. Now I have rods that do not fit my runner and Runrug told me there’s nothing they can do for me. I asked if they could sell me some spacers to fit mine. But they literally told me just buy new ones and deal with it. Very bad customer service and hard to get a hold of. I WOULD AVOID THIS COMPANY LIKE A PLAGUE!”

Helpful Report

Posted 3 weeks ago

Hi Andrew, We’re sorry to hear that you’re unhappy with your experience, though we do want to clarify a few important points. We aim to be completely transparent about our returns policy. The information regarding what can and cannot be returned is stated clearly on our website — both on the individual product listing (in two separate locations) and again within our dedicated Shipping & Returns section. The stair rods you selected are made to order based on your chosen specifications, which means they are custom-manufactured and not a standard, off-the-shelf item. As such, we unfortunately cannot accept returns on these. We’ve reviewed the email thread between yourself and our customer service team, and from what we can see, they’ve been both helpful and informative throughout. They offered guidance on possible solutions and even went above and beyond by proposing a further, larger discount on replacement rods to help resolve the situation for you. We’re sorry to hear you still feel disappointed, but we want to assure you that we’ve done our best to assist fairly and respectfully within the limits of what is possible. If you would like to discuss this further, please do respond to the last email that was sent to you and we'll do everything we can to help. Thanks, Runrug.

Posted 3 weeks ago

“Why are you sending me a review when I have not even received the 3 rugs I ordered.”

Helpful Report

Posted 1 month ago

Hello Michael, We’re really sorry to hear about your experience with the missing rugs. We understand how frustrating it can be to not receive your order, especially when you’re looking forward to its arrival. Looking at the tracking on your order they do show as delivered to you on March 31st, although I appreciated that this was after your review. Please could you confirm that you have now received them? Thank you for your patience, and we apologize for any inconvenience this has caused. Best, runrug.com

Posted 1 month ago

“Very disappointed. Delivery was excellent but my runner for the stairs came in the wrong width, even though the label said it was the one that I ordered. Had to use it because my carpet fitter was booked.”

Helpful Report

Posted 1 month ago

Hello, We’re truly sorry to hear this. While we always strive for accuracy, sometimes mistakes are made. We completely understand how frustrating it must have been to receive the wrong width, especially with your carpet fitter already booked. Had we been given the opportunity, we absolutely would have corrected this mistake quickly for you. We sincerely apologise for any inconvenience this has caused. This is usually why we always advise waiting to book an installation until the runner is in your hands and you’ve had the chance to check that everything is as it should be. We value your feedback and would love the chance to make this right. If there’s anything we can do to help, please don’t hesitate to reach out. help@runrug.com Thank you.

Posted 1 month ago

“Terrible experience. I attached the pictures to show what I ordered and what I received and they were not the same thing. I have contacted them three times to resolve it. I was told that since it was cut a custom length, there are no returns. This is totally understandable if I got what I ordered.”

Helpful Report

Posted 2 months ago

Hi Robyn, Thank you for your review although we are of course very sorry with the situation. On our original email to yourself, our team have correctly advised that the product was not returnable to us based on the information to hand at the time, as the detail around the issue with the binding was not included on the original request. Of course we absolutely agree that if the product you receive does not match the imagery then you should be ale to return this to us for a refund or exchange to the correct runner. Your further emails to us identifying this have been delivered to us outside of our working hours, over the weekend, which is why you have not received any further reply yet to support on how we can make this happen. I do sincerely apologise for the issue with the binding and a member of our Customer Experience team will contact yourself today to ensure that we can put the next steps into place for you. We are also working with our production teams to investigate why this has happened and prevent it in future. Apologies for any inconveninece caused and the confusion. Kind regards runrug.com

Posted 1 month ago

“I ordered a sample two weeks ago and still have not received it.”

Helpful Report

Posted 2 months ago

Hi Andrea, I am very sorry to hear this. The tracking information shows your sample was delivered on February 21 at 3:45 PM. Could you please check around your property and with your immediate neighbours incase it's there? Please let us know directly if you're still unable to locate it and we will do everything we can to help. Help@runrug.com Thank you.

Posted 2 months ago

“Size so small not worth it Should have highlighted the size”

Helpful Report

Posted 2 months ago

Hi Raheela, We’re sorry to hear that the size of your rug didn't meet your expectations. Looking at your order I can see that you have selected the 30cm option from our dropdown listing, which is our sample / doormat size offering. We offer our customers a selection of sizes ranging from 30cm (1foot) through to 100m (100 feet) so that we can always give you the perfect fit. We will certainly take your comments onboard as we continue to refine our product descriptions for clarity. If you need assistance with your order or have any further concerns, please don't hesitate to reach out to our customer service team as we would love to help you select the perfect runner for your home. Thank you for bringing this to our attention. Best regards, runrug.com

Posted 2 months ago

“This was completely the wrong size and I have sent it back.”

Helpful Report

Posted 2 months ago

Hi Susan, We're sorry to hear that the size of your rug wasn't what you expected. We understand how important it is to find the perfect fit. I believe that the confusion has been caused because the information on the label on your product is in metres, rather than feet and inches which we do sincerely apologise for! From the details you have given us so far we believe that the product has been cut to the correct sizes with the conversions applied however, but we do appreciate you returning the product to us so that we can investigate this and ensure that your runner is the perfect fit for your home. If you need any assistance with your return or if you have any questions, please don’t hesitate to contact our customer service team. We’re here to help! Thank you for your feedback. Best regards, runrug.com

Posted 2 months ago

“I havent gad my good”

Helpful Report

Posted 2 months ago

Hi We do sincerely apologise for the delay on your sample order being delivered - we of course never want to hear of any issues with our products and do work hard to avoid these! There was a small issue with the delivery by Royal Mail which has been resolved today and your order should be delivered to you inside the next 24 hours. We will continue to monitor this, but if you have any issues or concerns at all, please do not hesitate to reach out to our team using help@runrug.com. Kind regards runrug.com

Posted 2 months ago

“Poor made rug can’t believe I paid £70+ for this I’ve had better quality for a lot less very disappointed do not buy!”

Helpful Report

Posted 2 months ago

Hi Kirsty, We're sorry to hear that you're disappointed with your rug. We strive to offer quality products at fair prices, and we’d love the opportunity to assist you. If you would like to return it for a refund or an exchange, please reach out to our customer service team, and we’d be happy to help. help@runrug.com Thanks.

Posted 2 months ago

“The quality is rubbish and the rugs are tiny make sure you check the measurements. I would avoid buying anything from this company. Don’t waste your money!!!”

Helpful Report

Posted 2 months ago

Hi Corinne, We're sorry to hear that you’re not satisfied with the quality and size of the rugs. We always recommend checking the measurements to ensure that they fit your space perfectly - I can see that from your order you have selected the 30cm long doormat size pieces which usually serve as doormats or samples rather than full length runners. Your feedback is incredibly important to us as it helps us improve our products and services. If there’s anything specific we can do to address your concerns, please let us know. We're here to help! Thank you for sharing your thoughts. Best regards, Runrug.

Posted 2 months ago

“The rugs are wonderful and I'm thankful for the ability to get the exact length I want in a runner rug. But everytime I try to use any coupon, the system will take it, but when I check out, I get charged the regular price. It has now happened twice and makes me not want to use this site anymore. Hope they fix it.”

Helpful Report

Posted 3 months ago

Hi, Thank you for your kind words about our rugs and our service! We're glad you appreciate the ability to customize your runner length. Regarding the discounts, we want to clarify that we’re currently running a 10% sale, and all eligible products are already discounted. Unfortunately, you are unable to apply multiple discounts to the same order, which is a common practice for many companies. If you've come across coupon codes online, please note that they are not always guaranteed to be valid or genuine. For the most accurate promotions, we recommend checking our website or subscribing to our official emails. We appreciate your support and hope to see you again in the future! If you have any further questions, feel free to reach out to our customer service team. Thank you, Runrug.

Posted 3 months ago

“I have not received my rug because you shipped with DHL who are total MORONS !!!!”

Helpful Report

Posted 3 months ago

Hi Zozzie, We’re very sorry to hear about your experience with the delivery. We completely understand that shipping frustrations can be incredibly annoying, and we sincerely apologise if in this instance, it was unsatisfactory. From what we can see in the tracking information, there appeared to be an issue with the delivery address, but we’re pleased to now see that the item has now been successfully delivered. We hope that everything is okay with your order. If there’s anything else we can do to assist or you would like to discuss this further, please don’t hesitate to reach out. We appreciate your patience and your feedback. Thank you, Runrug.

Posted 3 months ago

“I did not receive my rug. Last night a person came to my door. It was dark outside and the person failed to reveal his identity. He did have a bulky package in his arms. No note was left to indicate that an attempt to deliver a rug was made.Carolyn Bogar”

Helpful Report

Posted 3 months ago

Dear Carolyn, Thank you for bringing this to our attention, and we sincerely apologize for the confusion regarding your delivery. We understand how concerning it must be to have an unidentified person at your door, especially in the dark. Please rest assured that your feedback is very important to us, as we want to ensure a safe and reliable delivery process for all our customers. We recommend checking with your local courier service for any additional details on this attempted delivery, although we can also see that the shipment is due to be rescheduled for delivery. If you have any further questions or need assistance, please feel free to reach out at help@runrug.com. We’re here to ensure you have a positive experience with us. Thank you for your understanding. Kind regards, runrug.com

Posted 3 months ago

“Disappointed”

Helpful Report

Posted 4 months ago

Hi, Thank you for taking the time to leave a review, although we're truly sorry to hear about your disappointment. We aim for the highest quality with our products, and it’s concerning to learn that we didn't meet your expectations this time. We understand the importance of receiving your order promptly, and we apologize for any inconvenience caused by the delays. If there are ongoing issues with the product itself, we encourage you to reach out to us at help@runrug.com with any pictures or further details, so we can assist you in finding a suitable solution. Your feedback is invaluable to us, and we appreciate your understanding. Kind regards, runrug.com

Posted 4 months ago

“I ordered my rugs at the beginning of October, delivery would be between the 14th and 21st of that month, I messaged back to say I could not except the 21st. I received an email back saying they would deliver on the 21st !!!!. Nothing arrived then or for the next month. Contacted on numerous accations, the only sensible message was rom Ian who gave me a delivery for December, the goods duly arrived, the quality is not as good as I had hoped for but after all this delay I felt it better to accept. We live and learn from our mistakes, and I certainly have learned from mine”

Helpful Report

Posted 4 months ago

Hi Barry, Thank you for your feedback, though we’re truly sorry to hear you were displeased with your experience. It’s disappointing to know that the delivery timeline was not adhered to and that it caused frustration. We understand how important timely service is and the challenges a delay can cause. Whilst we are happy to hear your order arrived, it's upsetting to hear that you were underwhelmed with the quality of the product you ordered. Please don’t hesitate to reach back out to us at help@runrug.com. We’re here to help, and your satisfaction is important to us. Thank you for your understanding. Kind regards, runrug.com

Posted 4 months ago

“I never received my order”

Helpful Report

Posted 4 months ago

Hi Laura Thank you for your review, although we are really sorry to read of the delay with the delivery of your order. I can see at the moment a colleague is working with the courier to investigate exactly what the issue is and support with the quick delivery for you. As soon as they have an answer today we will be in touch to advise of the next steps and the expected delivery date. Apologies for the inconvenience. runrug.com

Posted 4 months ago

“I am not very happy. I have not received my order yet after three months. I live in Toronto and ordered my stair runner from Runrug Canada on Sept 7 2024. After several delays it was finally shipped December 6. Three, yes three months. Communication was non-existent until I reached out to them. It was finally shipped on December 6th by DHL and their tracking was excellent. It finally arrived in Toronto on December 9th, however it has now disappeared. The tracking just stopped with a convoluted message saying that they will “attempt” to deliver on Dec 11. It never arrived on the 11th. Today is December 12 and DHL has started an investigation. I have no idea when I will receive this order and looks like we will not have carpet on our stairs before Christmas.”

Helpful Report

Posted 4 months ago

Hi, Thank you for your review - although I am really sorry to see of the disappointment with your order! I can see that we did experience a delay with the delivery of the stock, which pushed your order back from the original dispatch date in mid November to being early December. We do sincerely apologise for this, which was unfortunately outside of our control, although we are working closely with the supplier to ensure that this does not happen again. I have just been looking into the tracking and I can see that your order does now show as delivered on the 13th December. Firstly I hope that the runner was at least worth the wait and will give the perfect look for your stairs, but naturally this delay in the shipment is also not what we expect, so I will refer this to our courier for information as to what the issue was exactly. We do look to constantly review our service to make sure that we are hitting the highest levels possible at all times, so your feedback is genuinely appreciated - although please accept our apologies for the issues. If we can help in anyway, please do not hestiate to get in touch with us at help@runrug.com Kind regards.

Posted 4 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