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

“Don't think much of purchase”

Posted 3 weeks ago

Hi Alf, We're sorry to hear that the runner wasn't what you were expecting. The product you purchased isn't a traditional carpet runner—it is a needle-punched runner, a type of flooring that's commonly used in high-traffic and commercial environments due to its durability. We appreciate that it may not have been the right product for your needs. Fortunately, we stock hundreds of different styles and types of runners, so there are plenty of alternatives to choose from. I can see you've already been in touch with us, and we've processed a full refund for your order. We hope we have the opportunity to help you find something more suitable in the future. Thank you.

Posted 3 weeks ago

“Cheap material, looks like a doormat rather than a runner that I expected.. tufts of material come off the mat already. Rolled back up as not fit for purpose.”

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Posted 1 month ago

Hi Lyndsay, Thank you for your review. We're very sorry to hear that the runner wasn't what you were expecting. We completely understand that not every product will be the right fit for every customer, and if you've decided it's not suitable, we fully appreciate that you may wish to return it. You only have to contact us directly and we'll be more than happy to assist you with the returns process and help find a suitable resolution. We look forward to hearing from you. Thanks, Runrug

Posted 1 month ago

“We ordered a beige runner, but an orange one arrived. Beware”

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Posted 1 month ago

Hi Catherine, I'm sorry to hear you were unhappy with the colour of the Key Beige. It is quite a bright coloured Beige. We do appreciate that some customers might dislike the shade or the colour once they've received their order. This is why we operate a free 30 day return policy. Please contact us with your order details if you would like to return it. Kind Regards, Team Runrug

Posted 1 month ago

“Awful rugs . Ends very uneven wonky . One came dented and it’s been down for a few days won’t smooth out . They are so thin and cheaply made . The older one I purchased is also shrinking . I had it stuck down with carpet stickers as they are incredibly light weight and slip and slide when walked on and it has pulled ways from the stinkers they are on the floor and the runner is on the middle of them both ends. Where it once touched the doorway it is now about 2 inches shorter . Never ever has a rug shrink . Crazy bad do not purchase”

Helpful Report

Posted 1 month ago

Hi Sade, We're sorry to hear you've been disappointed with your rugs. We do wish you had contacted us directly, as we'd have been happy to investigate and help resolve these issues. We offer a very wide range of rugs and runners, all manufactured differently with varying thicknesses and constructions. Product thickness is also listed within each product description. Regarding the reported shrinkage, it sounds more likely that the carpet tape has lost its grip over time, allowing the runner to move due to foot traffic, rather than the rug itself shrinking. Please contact us with some photos of the issues you've experienced, and we'll be more than happy to review them and work towards a resolution. Customer satisfaction is our number one priority. Thank you.

Posted 1 month ago

“I haven’t received my rug. I so wish I had it to review.”

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Posted 1 month ago

Hi Shirley, I’m sorry you haven’t received your rug yet. I have checked the tracking on your order, and it does state it has been delivered, so I have sent you an email to look into this for you and try to locate your order. Kind regards, Team Runrug

Posted 1 month ago

“Delivery was a disaster.Order got lost with no help from customer service”

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Posted 2 months ago

Hi Kevin, We’re very sorry for the delay you experienced with your delivery and appreciate your frustration in this situation. Having looked into this further, I can see that two members of our customer service team were actively working on your case and were in constant contact with our supplier to determine exactly what had happened. Unfortunately, it appears that we were initially provided with the incorrect tracking number by the supplier, which caused confusion regarding where the runner had been delivered. We’re sorry if you felt that we were unhelpful during this process, as from our records we did everything we could to investigate the issue and obtain the correct information as quickly as possible. The updated tracking information does confirm that the delivery was successfully completed on 18th May. We do sincerely apologise that this was later than the original estimated delivery date of 12th May. We are currently investigating with the supplier as to why the dispatch was delayed in the first place, as this is not the level of service we aim to provide. Thank you for your review.

Posted 2 months ago

“I ordered a stair runner and matching carpet for the upstairs landing, and was given a delivery date of 24th April. I took the day off work for that date but nothing arrived, so I completely wasted my time. When the carpet actually arrived it was damaged and unusable. Not impressed at all and now struggling to get anywhere with the collection/return and replacement carpet.”

Helpful Report

Posted 2 months ago

Hi David, We’re very sorry to hear about the issues with your order. That’s understandably frustrating. I can see that there was a short delay with booking in your collection. This was due to it being a bank holiday weekend and we were not in the office to arrange this for you until the following Tuesday. I am very sorry. I can also see that this was arranged by one of our customer service team members and the replacement carpet was delivered safely on the Friday, which was one of the days you had requested for the delivery. We would be very grateful if you would consider revising your star rating to reflect your overall experience with us and the resolution we provided. Thank you. Kind Regards, Team Runrug

Posted 1 month ago

“I had samples sent to my house, picked one out and then ordered it and you sent me a different color of that rock. When I reached out, you guys said that the sample was marked wrong. I am going to use the rug, although it’s not what I wanted because I just can’t go through the return of it all.”

Helpful Report

Posted 3 months ago

Hi Shelley, We’re really sorry about the color mix-up with your order and that you’ve had to deal with this after the samples. That isn’t what we want for our customers. Please share your order number and a brief note of what happened, and we’ll arrange the correct color or discuss a suitable alternative as quickly as possible. If a return or exchange is needed, we’ll guide you through the process to keep it as smooth as we can. Thank you for your patience, and we’ll do our best to make this right. Warm regards, Team Runrug

Posted 3 months ago

“We haven’t received our full order, that has been paid in full, and we had to cancel our stair runner installation. Run Rug is not getting back to us.”

Helpful Report

Posted 3 months ago

Hi There, We’re really sorry you haven’t received your full order and that this has impacted your stair runner installation. That’s not what we want for our customers. After speaking to you, you are now aware that we were closed for the UK Easter Bank Holiday and we weren't ignoring you. I believe we have now almost resolved this for you and the replacement runner should be with you early next week. Once you’ve received your replacement and are happy with everything, we’d really appreciate it if you would consider updating your review. It would mean a great deal to us. Many thanks in advance, and please don’t hesitate to reach out if you need anything further. Kind Regards, Team Runrug

Posted 3 months ago

“Cheap and not worth the length wait.”

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Posted 4 months ago

Hi Jenni, We’re really sorry you found the rug cheap and the wait not worth it. That’s not what we want for our customers. Please share your order number so we can review options for a replacement in the correct quality or a refund, and we’ll look into the delay to prevent it from happening again. Kind regards, Team Runrug

Posted 4 months ago

“You said my rug would arrive last Wednesday. Now you say this Wednesday. How can I review it?”

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Posted 4 months ago

“Cheap thin very disappointing looks like a cheap import”

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Posted 4 months ago

Hi Ali, We’re really sorry you’re disappointed with the quality. That’s not what we want for our customers. On this range of products they are designed to specifically be thin as they are specialist machine washable products, so they need to be thinner to ensure that they can fit into the machine. Naturally of course, we want you to have a product that is perfect to your home, so a member of our team will be in touch shortly to discuss options that we can have to support. Kind regards, Team Runrug

Posted 4 months ago

“I still haven’t received my rug. I never received a tracking number for my rug. I’ve only received the rug grippers. My order was time sensitive so this is causing a lot of issues with my move.”

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Posted 4 months ago

Hi Emily, We’re really sorry you’re having this delay and for the frustration with the tracking. That’s not what you should experience, especially with a time-sensitive move. A member of our team has been looking into your order and we can see an error with the shipping address that we do sincerely apologise for, this has been re-routed to your home and will be with you very soon. Naturally we will also continue to monitor your order to make sure that there are no further issues. I hope that when the runner arrives it is perfect for your home. Kind regards, Team Runrug

Posted 4 months ago

“stupid using DHL. haven't received my rug.”

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Posted 5 months ago

Hi Thad, We’re very sorry you haven’t received your rug and for the frustration with DHL. From the tracking it does show that DHL have attempted to deliver the rug to you on a couple of occasions but have not been able to reach you. A member of our team will be in touch today so that we can look to offer our support in getting the rug to you as soon as possible. Kind regards, Team Runrug

Posted 5 months ago

“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 5 months 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 5 months 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 5 months 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 5 months 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 6 months 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 6 months ago

“Poor quality rug”

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Posted 6 months 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 6 months ago

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

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Posted 7 months 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 7 months ago

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

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Posted 7 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 7 months ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	97%
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

Runrug Reviews