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

“Please improve your ability to answer the telephone. A returned call 2-3 days after trying to contact you is of no use.”

Helpful Report

Posted 2 days ago

Hi John, Thank you for your feedback. I’m sorry to hear that you had difficulty reaching us by phone. We understand how important timely communication is, and it’s disappointing to know we didn’t meet your expectations in this area. We do look to ensure that we respond to all voicemails within 24 hours and I can see that you left us a message on Thursday July 31st. A member of our team has attempted to respond to you on Friday 1st August, but unfortunately we have not reached you. They have left a voicemail on your phone asking how we can support you with your order and getting the perfect runner for your home. If you need immediate assistance, please feel free to reach out to us via email at help@runrug.com, and we will do our best to assist you promptly. Thank you again for your input—it helps us improve! Warm regards, Team Runrug

Posted 1 day ago

“I received a 30‘ x 2‘ rug runner that I did not order. After spending an inordinate amount of time trying to contact and get a response from run Rug I was shocked by the reaction I got I took the time to make the effort to return their property to them. Knowing that I have an elderly person, they informed me that I would have to pack the rug and take it to the United States. Post office print out three labels to get it to them after I told them that that was impossible due to my physical condition, the fact that I had not ordered the rug And that I had no way to get to a post office they told me they were going to make an ‘exception for me’ and arranged to have the Rug picked up at my home. However, that arrangement included me having to somehow find someone to print me three labels and bring them to my home, as well as requiring me to stay at my home for a five hour period waiting for the Rug pick up I was greatly inconvenienced by the exchange back-and-forth, as well as the prep I had to do in order to return their property. At the very least, I expected a thank you, for them to send me the labels and possibly give me a credit for the samples that I had ordered …yet I received nothing.”

Helpful Report

Posted 1 month ago

“Unfortunately not a great experience at all. First paid for fast delivery to then be told the aisle runner they had was damaged and wouldn't be sent to the following week. I did eventually recieve it but it was delivered bent in half and as there is no protective roll inside it was damaged on arrival. I emailed them straight away along with photos but no response. I then received an email the next asking me for a review so I emailed again. Their response was they knew nothing about any damage and hadnt had the email ( despite that email containing the chain of emails including the one about the damage) I responded and pointed that out- again no response. We are now roughly a month later. Still no response. When rolling out the aisle runner the damage feom it being bent in half was evident as all along the middle wasn't flat and was all crumpled up and it looked terrible . As soon as the protective film came off it was even more obvious and as soon as anyone walked on it from the wedding it was covered in footprints that can't be cleaned off. I buy alot of aisle runners and for almost £300 this was worse than the disposable cheap £60 aisle runners from amazon. This could only be used more than once if a) it wasn't bent on delivery but more importantly it could only be used again for more than one wedding if every single guest took their shoes off. If you're looking for a mega expensive disposable aisle runner and appaling non existant customer care then look no further runrug is the place to go.”

Helpful Report

Posted 1 month ago

Hi there, Thank you for sharing your experience, and I sincerely apologize for the issues you faced with your order. It’s disappointing to hear that your aisle runner was damaged upon arrival and this is certainly not the standard that we expect from the dispatch and delivery of our products. We do greatly appreciate you sending through the images as well so that we can look to review this. Similarly our customer service did not meet your expectations. We do pride ourselves on the customer service that we offer at all stages, and it is indeed concerning that you have contacted us twice regarding your order and not heard back from us. As part of this I have spent some time searching in our system today for your messages about the delivery issues, and can find the email that you mention regarding the delay in the product. Unfortunately I cannot find any message from you about the damage, other than the thread which you have mentioned youself. We do offer a completely free returns and refunds service to our customers and we would absolutely not pull this from being available and indeed we always look to have our customers satisfied, even when our products arent suitable for your needs. A member of our Customer Experience team is going to call shortly to discuss the issues and look to get a full resolution in place with you, so as to avoid the potential issues with emails coming through. Your feedback is crucial in helping us improve, and we appreciate your patience and hope to make things right for you. Warm regards, Team Runrug

Posted 1 month ago

“Had pieces missing”

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Posted 2 months ago

Hi Rachel, Thank you for your feedback. I’m really sorry to hear that your order was missing some pieces. It's definitely frustrating and not the experience we want our customers to have. We take these concerns seriously and want to help resolve this for you. Please reach out to us at help@runrug.com so we can assist you with this issue and ensure you receive everything you need. Your satisfaction is important to us, and we appreciate your patience as we sort this out. Warm regards, Team Runrug

Posted 2 months ago

“I ordered a runner rug which is usually used for covering halls? Paid £30 and it was just like a door mat which isn't what I wanted? It's of no use to me at all?”

Helpful Report

Posted 2 months ago

Hi Kate, Thank you for taking the time to share your feedback. I'm sorry to hear that the runner rug didn’t meet your expectations. It’s understandable that you were looking for something suitable for your hall, and I truly regret that the product you received felt more like a door mat. Looking into your order it does show that the piece you have ordered from us was a 60cm long item - we do offer our customers a selection of sizes ranging from 30cm to 30m to get the perfect option for your home. So that we can look to support, please could you contact us using help@runrug.com advising on the size that you need and we would be more than happy to help. Warm regards, Team Runrug

Posted 2 months ago

“I ordered and paid for 3 samples and only received one. I wrote twice about this and never received a response. It was my intention to order runners for a commercial project, but given the absence of customer service, it makes me reconsider. I am still waiting a response”

Helpful Report

Posted 2 months ago

Hi Veronica, Thank you for reaching out to us and sharing your experience. I'm truly sorry to hear that you only received one of the samples you ordered and that you haven't received a response to your inquiries. We understand how important communication and customer service are, especially for a commercial project. I can see that a member of the team has responded to you to advise that we offer our samples coming from different warehouses. Because we work worldwide we cannot always gaurantee that all items will be delivered at exactly the same time, although we do look to do this whenever possible. We will look to review our communication on this to offer better support to our customers. At present we are just awaiting confirmation from our colleagues on the 2 outstanding sample pieces and will issue you the update asap. Please know this is not the experience we want for our customers. I would encourage you to contact us directly at help@runrug.com so that we can resolve this for you as quickly as possible. We value your feedback and hope to assist you better in the future. Warm regards, Team Runrug

Posted 2 months ago

“The rug arrived it was dirty and full of dust and bits, I feel it had been previously used, after a hoover and mop it was fine, but I feel I should not have to do this when buying a new product.”

Helpful Report

Posted 2 months ago

Hi Tracey, Thank you for taking the time to share your feedback. I’m genuinely sorry to hear that your rug arrived in less than perfect condition. It’s understandable that you would expect a new product to be clean and ready for use right out of the packaging - I do want to reassure you that none of the products we send out have been used previously. While we strive to maintain high standards of quality, sometimes items may require a little extra attention upon arrival. Your experience certainly isn’t reflective of the quality we aim for, and I appreciate you bringing this to our attention. If you have any images of the runner when it arrived, would you be kind enough to send these through to us using help@runrug.com so that we can look into this more. We value your input and hope to improve your experience in the future. Best regards, Runrug

Posted 2 months ago

“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 3 months 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 3 months 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 months 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 3 months ago

“Way overpriced wouldn't buy again”

Helpful Report

Posted 3 months 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 months 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 months 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 months ago

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

Helpful Report

Posted 4 months 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 4 months 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 4 months 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 4 months 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 4 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 4 months ago

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

Helpful Report

Posted 5 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 5 months ago

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

Helpful Report

Posted 5 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 5 months ago

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

Helpful Report

Posted 5 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 5 months ago

“I havent gad my good”

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

Runrug Reviews