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

“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 1 day 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 1 day ago

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

Helpful Report

Posted 3 days 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 2 days 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 4 days 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 2 days ago

“delivered wrong size, not happy with quality”

Helpful Report

Posted 1 week 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 2 days ago

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

Helpful Report

Posted 1 week 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 1 week 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.”

Helpful Report

Posted 3 weeks 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 3 weeks ago

“Rug arrived stained. Returned for refund.”

Helpful Report

Posted 1 month 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 1 month 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 2 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 2 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 2 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 2 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 2 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 2 months ago

“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 3 months 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 3 months 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 4 months 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 4 months 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 4 months ago

“Had pieces missing”

Helpful Report

Posted 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 6 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 6 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 6 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 6 months ago

“Way overpriced wouldn't buy again”

Helpful Report

Posted 6 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 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