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

“DHL has been trying to collect duties from me. It should be included in the sale. Aside from the delay I expect it to be resolved.”

Helpful Report

Posted 1 week ago

Hi Maria, We’re very sorry for the duties issue with DHL and the delay. There was a technical issue with our system that resulted in around 20 orders being shipped with incorrect information that meant duties were due to be charged to yourself, when they should have been paid by us. Since identifying the issue we have been working hard to resolve this and ensure that you do not have to pay these fees, as well as looking to ensure the orders are delivered as quickly as possibly. Unfortunately due to the requests having to be made through both the courier and US customs this does take a little longer than our standard delivery. Please rest assured that we are working hard to put this right, and we have fixed the original issue. Although the delivery delay has no doubt soured your experience, we hope that the runner is perfect for your home when it arrives. Kind regards, Team Runrug

Posted 6 days ago

“The runners that I ordered were out of stock and delivery would be 3 months away. I was not in a rush so I payed and was happy to wait. 6 weeks later a runner turned up.It was not the size I ordered and the second runner wasn't there in the delivery. I was asked if I wanted to keep the shorter one and a refund for the difference would be made.I said no and I want the size I ordered. A return was organised and I sent the wrong size back. During the process I was asked if I wanted a refund or wait for the order. I said I would wait. 2 weeks after I sent the rug back a refund was made without requesting one. Poor service poor business practices. Shop elsewhere”

Helpful Report

Posted 1 week ago

Hi there, Thanks for letting us know. We’re really sorry for the stock issues, the incorrect size received, and the confusion with your refund. We’d like to make this right. We do sincerely apologise for this and will be conducting a full review on exactly what has happened here to look to resolve. Kind regards, Team Runrug

Posted 1 week ago

“Hi, We really like the rug but, unfortunately there is a flaw on one edge. Please see photo attached. We would like a replacement rug please, as soon as possible. Let me know if you need this rug returning. Best wishes, Glynne”

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Posted 3 weeks ago

Hi Glynne, We’re really sorry to hear there’s a flaw on the rug. We can arrange a replacement rug as soon as possible and, if you’d prefer, we can handle a return of the faulty rug. A member of our team will be in touch to get this sorted for you. Warm regards, Team Runrug

Posted 3 weeks ago

“Poor quality rug”

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Posted 1 month ago

Hi there, We’re really sorry to hear the rug didn’t meet your expectations and that you’re unhappy with the quality. This isn’t the experience we aim for. If you’d like, we can arrange a replacement in a different style/size or start a return/refund. Please share your order number and your preferred solution, and we’ll take care of it quickly. Warm regards, Team Runrug

Posted 1 month ago

“Your delivery system is broken and very bad and I would not buy anything from your company in the future”

Helpful Report

Posted 1 month ago

Hi Ralph, We're really sorry to hear that our delivery system let you down. This isn’t the experience we aim for. If you’d like, we can look into options for a replacement, a refund, or an alternative delivery method. Please share your order number and the solution you prefer, and we’ll take care of it quickly. Warm regards, Team Runrug

Posted 1 month ago

“Awful. Absolutely tiny rug doormat that you can barely put your foot on and sowed together like antoddler.”

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Posted 2 months ago

Hi Kate, We’re really sorry to hear about the rug being so small and poorly sewn together. That clearly isn’t acceptable. I can see from looking at your order, that you have placed an order for the 30cm long piece of our product which is normally used for sampling or as a doormat. If we can support with finding you a runner in the perfect size for your home, please let us know using help@runrug.com - we would love to help! Warm regards, Team Runrug

Posted 2 months ago

“Rug was too small to fit my hallway”

Helpful Report

Posted 2 months ago

Hi Caroline, Looking at your order I can see that the piece of our product you have ordered is our 30cm long doormat size option, as we cut the products to suit your exact size. If you would be kind enough to reach out to our team using help@runrug.com we will gladly support with finding you the perfect size for your home. Warm regards, Team Runrug

Posted 2 months ago

“I haven’t received anything yet”

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Posted 2 months ago

Hi Birute, We’re very sorry you haven’t received your item yet. This isn’t the experience we aim to provide. From the notes on your order I can see that our team is looking into this for you, and we will provide an update asap to you. I hope that when the runner does arrive at your home that it is perfect for you and we can improve your experience with us! Warm regards, Team Runrug

Posted 2 months ago

“Very overpriced for a thin piece of carpet. I couldn't recommend this runner to anyone.”

Helpful Report

Posted 2 months ago

Hi Helen, We’re sorry you feel the runner is overpriced. If you’d like, we can take another look at the product details and options to help ensure you’re getting good value. We do offer runners in a variety of thicknesses depending on our customers needs, with this information being found in the "product specification" section of all of our product listings. If you’re open to it, please reach out to help@runrug.com and we can review pricing or alternatives that might better suit your needs. Warm regards, Team Runrug

Posted 2 months ago

“Not really that great quality it's slippy and very small”

Helpful Report

Posted 3 months ago

Hi Bev, Thank you for your feedback. We're sorry to hear that the rug did not meet your expectations in terms of quality. We do offer a range of products with an anti slip backing, although the range you have selected does have a hessian back - we can support with additional anti slip underlay if needed though! Looking at your order I can see that the piece of our product you have ordered is our 30cm long doormat size option, as we cut the products to suit your exact size. If you would be kind enough to reach out to our team using help@runrug.com we will gladly support with finding you the perfect size for your home. Warm regards, Team Runrug

Posted 3 months ago

“Wrong item delivered, customer services not to bad , rearranged free pick up of wrong item ( when I called to advise), no customer updates with regards 2 my correct item being delivered, had to call myself, only to be told there will b extended delay on my item due to some machinery which makes rug is broken ,and delivery will b least 2 weeks time, would nog known about this ,unless I had made phonecall myself to ask. Full payment payed at time of purchased rug still awaiting item.”

Helpful Report

Posted 3 months ago

Hi Jayne, Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience you have experienced with your order. It's disappointing to hear about the lack of updates regarding the delivery of your item, and we appreciate your patience throughout this process. We do strive to ensure that all products are sent to our customers quickly and accurately so it is disappointing to see that we have fallen short on this for you, and we can only appologise for this error. Naturally the breakdown of the machine for binding your runner has compounded the issue. We did seek to act quickly on this and remove all of our 'tape bound' listings from our site. Unfortunately the breakdown of the machine happened in the hours before your call so we were at the time attempting to resolve this with the intention of dispatching your runner on that day still as we had originally advised, which is why you had not receieved a call or update before this. We do sincerely apologise for the ongoing issue but please rest assured that we are working hard to put this right as soon as possible. If you need further assistance or have more questions, please don't hesitate to reach out to us. Warm regards, Team Runrug

Posted 3 months ago

“Samples received demonstrated the poor quality of the rugs (I.e. very thin), so we will be looking elsewhere.”

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Posted 3 months ago

Hi Gary, Thank you for your feedback. We're sorry to hear that the quality of our rug samples didn't meet your expectations. We strive to provide the best products possible, and your input helps us make improvements for our customers. If you have any further concerns or need assistance, please feel free to reach out to us. Kind regards, Team Runrug

Posted 3 months ago

“Very lightweight and thin rug, also pattern didn't run evenly at one end...not cut square. Found that I couldn't vacuum it, even though I had rung to enquire about this. Free return label was sent without quibble, but had to send via an Asda store; they struggled but eventually managed to process what turned out to be a very unstraightforward return. This took about 15 minutes!”

Helpful Report

Posted 3 months ago

Hi Carla, Thank you for your feedback. We’re sorry to hear that the rug did not meet your expectations in terms of quality and design. We aim for high standards and appreciate your comments as they help us improve our offerings. We understand that returning items can sometimes be a hassle, and we appreciate your patience throughout the process. If there's anything else we can assist you with, please feel free to reach out. Warm regards, Team Runrug

Posted 3 months ago

“delivered wrong size, not happy with quality”

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Posted 3 months ago

Hi Waqaas, Thank you for your feedback. We're sorry to hear that the size and quality of the rug did not meet your expectations. We strive to provide our customers with high-quality products, and your comments are invaluable for our improvement. If you have any further concerns or need assistance, please feel free to reach out to us. Warm regards, Team Runrug

Posted 3 months ago

“Rugs are very poor quality. Wouldn’t use again sorry.”

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Posted 3 months ago

Hi there, Thank you for your feedback. We're truly sorry to hear that you found the quality of our rugs to be unsatisfactory. We take your comments seriously as they help us to improve our products for future customers. If there's anything we can do to assist you further, please don't hesitate to get in touch. Kind regards, Team Runrug

Posted 3 months ago

“I’m not happy with the service of this product at all. Your definition of bespoke is very confusing if you look at the description and that would be spoke it says that is adding additional feet to the standard drop downs. You won’t return my product because mine is the wrong size and I did not order any additional fee I only ordered what was on the drop-down that is not be spoke.”

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Posted 4 months ago

Hi Kathleen, Thank you for your feedback regarding your recent experience. I’m truly sorry to hear about the confusion surrounding your order and our bespoke options. We aim to provide clear information, and it’s disappointing to know we did not meet your expectations this time. On the product that you have purchased, we do advise on the listing, above the size option selections that this product is a bespoke made to order item, and as such it is non returnable. I can see at the moment that a member of our team is working to investigate whether we can have an additional piece of the product sent out to yourself to allow you to complete your staircase. At the moment we are looking to confirm that we are able to match the batch and colour exactly that you have to previously received. We will be in touch shortly to be able to confirm this and ensure that you have the perfect runner for your home. Warm regards, Team Runrug

Posted 4 months ago

“Rug arrived stained. Returned for refund.”

Helpful Report

Posted 5 months ago

Hi there, Thank you for reaching out to us about your recent experience. I’m truly sorry to hear that your rug arrived stained; this is not the standard we aim for, and I understand how disappointing it must be to receive a product in less than perfect condition. Your feedback is important to us, and we are committed to resolving this issue. If you could send us images of the stain at help@runrug.com, that would be very helpful for our team to investigate further. Warm regards, Team Runrug

Posted 5 months ago

“I ordered a stair runner and rods, but the runner was sent 2 inches wider than expected, so the rods no longer fit.”

Helpful Report

Posted 5 months ago

Hi Iuliia, Thank you for bringing this to our attention. I’m sorry to hear that the stair runner didn’t meet your expectations due to the width issue. I understand how frustrating this must be, especially when it impacts the fitting of your rods. Your feedback is incredibly valuable and helps us improve our products and service. I can see that this was an error by one of our partners and we are close to having this resolved for you. The replacement piece in the correct size has been shipped so should be with you very soon! Warm regards, Team Runrug

Posted 5 months ago

“I am very unhappy. I ordered the rug and the step rails for risers. We received the rug on time, but still have no rails. I've called several times, but have received no return calls or updates. It's bad, I have several homes that we are remodeling now and more in the future. I WOULD NOT EVER ORDER AGAIN FROM RUGRUN>COM”

Helpful Report

Posted 6 months ago

Hi Robert, Thank you for your feedback, and I'm truly sorry to hear about the frustration you've experienced with your order. It’s disappointing to know that you haven’t received the step rails and that our communication hasn’t met your expectations. I can see looking at your order that the step rails were delivered to you on August 18th, which should be a day ahead of the delivery time advised when placing the order. If this was not the case please do not hesitate to reach out to us so that we can investigate this. I understand that you’re in the midst of remodeling multiple homes, and I can imagine how important it is to have your orders fulfilled correctly and on time. We appreciate your patience and the opportunity to resolve this for you. Warm regards, Team Runrug

Posted 5 months ago

“I ordered a rug for my mum it came and was smaller than a normal door mat you wipe you feet on. It was not what I had ordered at all and was disgusted with the false advertisement. I also paid for next day delivery so it should have arrived on a Monday and instead arrived on a Tuesday”

Helpful Report

Posted 6 months ago

Hi Charlie, Thank you for your feedback. I'm truly sorry to hear that your rug did not meet your expectations and that the delivery timing was not as promised. Looking at your order I can see that you have ordered a piece of our product at 30cm long for £9.20. This is usually a size that customers order as a sample option so that they can view the product in their homes, however we would love an opportunity to get you the perfect size for your mum's home. I have asked a member of our team to get in touch with you so that we can look to advise and support. On the delivery option, I am sorry if you felt this was misleading. We do state on the products a count down for when delivery would be with next day shipping, and also advise the specific date for the shipping on the delivery screen. As you order was placed on a Saturday, we do look to prepare all of our orders when the team return on a Monday, with shipping taking place over night. A member of our team will be in touch today to discuss how we can support getting you the perfect runner. Warm regards, Team Runrug

Posted 6 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