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

“I am very pleased with the rug, the quality and the fit as seen in picture and would not hesitate to use them again. Just one small point (the reason for 3 stars) I paid an extra £6 for next day delivery but the rug took 5 days to arrive. Hermes/Evri were blamed, but I have not been offered my £6 back. Not even for good customer relations. next time I order, I will leave it to standard delivery as it would have come in the same amount of time.”

Runrug 3 star review on 20th February 2024

Helpful Report

Posted 1 year ago

Hi Phil, Thank you for taking the time to leave us a review. We're very happy to hear that you are pleased with your purchase. We sincerely apologise for any inconvenience the delivery delay may have caused you. Upon investigating the matter, we noticed that there have been a small number of customers encountering similar delays recently. After thorough examination, we've identified that some shipments have not been properly scanned in at the depot. Our initial assessment suggests a technical issue with the courier's scanning system. Please rest assured that we are actively working on rectifying this matter with our courier partner. We believe this to be an isolated incident and not indicative of an ongoing problem. Nonetheless, we are taking every necessary step to ensure that such delays are minimised in the future. With regards to the £5.00 next day delivery fee, we of course will be reimbursing you for this! I am very sorry if we forgot to mention this. Your satisfaction is of utmost importance to us, and we appreciated your patience and understanding. If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to reach out to us. Thank you, once again.

Posted 1 year ago

“The rug I purchased, seems to be quite good quality. And the customer service at the aftersales point was great. However the delivery service they use "EVRI" (previously known as Hermes) is a poor delivery system. It seems despite the name change they still loose parcels for days!. My order was paid for as a next day delivery, but the parcel was lost for almost 1 week. Which resulted in RunRug sending me a second rug, and then returning the first one which arrived a few days later. It seems a lot of messing around to save a pound or two on shipping charges. Which is a shame for the company, because other than the terrible delivery the company itself (RunRung) seem very fair. For this reason I can only give 3 stars as an overall experience. Had delivery been better it would be 5 stars. This could well be a one off incident and I would use RunRug again, so please do not be put off by my review. I simply have to score as I see it which does include the delivery system used.”

Helpful Report

Posted 1 year ago

Hi David, Thank you for taking the time to leave us a review. We sincerely apologise for any inconvenience this delay may have caused you. Upon investigating the matter, we noticed that there has been a small number of customers encountering similar delays recently. After thorough examination, we've identified that some shipments have not been properly scanned in at the depot. Our initial assessment suggests a technical issue with the courier's scanning system. Please rest assured that we are actively working on rectifying this matter with our courier partner. We believe this to be an isolated incident and not indicative of an ongoing problem. Nonetheless, we are taking every necessary step to ensure that such delays are minimised in the future. Your satisfaction is of utmost importance to us, and we appreciated your patience and understanding. If there is anything further we can assist you with or if you have any additional concerns, please don't hesitate to reach out to us. Thank you, once again.

Posted 1 year ago

“Runner itself is great but delivery is not good. I paid for next day delivery but it took four days to arrive. I messaged customer service on due day as it had not arrived and got a reply three days later. Using Evri is a big red flag - unreliable. I don't understand why you would use this courier when they have such a poor reputation. This has sullied the whole experience and would deter me from ordering again from you.”

Helpful Report

Posted 1 year ago

Hi Helen, Thank you for your review. I am very sorry for the experience you've had with our courier, while shopping with us on this occasion. As we explained in the email we sent to you, unfortunately our offices are closed at the weekend, therefore naturally, we would not be able to answer any queries, until we are back in the office. We do value your feedback and we will be taking steps to ensure that issues like this don't occur again. We also apologise for any inconvenience you may have experienced in the past, with Evri. Our choice to partner with Evri was based on extensive research and a belief that they are a reputable company. In fact, we took note that even major corporations like Amazon trust and use their services, which gave us confidence in our decision. While we have confidence in Evri's capabilities, we also acknowledge that no courier service is entirely immune to occasional issues such as parcels being lost or experiencing delays. These issues can occur in any courier service, and we understand the frustration they can cause. Thank you. Runrug.

Posted 1 year ago

“The company seem to be good and the pricing of their product excellent. However, I wondered if the rug we recieved had gone through their quality control as the colours on the rug were spoiled by bands of darker wool arbitrarily woven through which were not on the advertised image”

Helpful Report

Posted 1 year ago

“The product is good quality but the screws to install were low quality and kept breaking despite pre-drilling small holes. This leads to obvious other problems and wastes time. The rug rods ar fine although a bit more expensive than I thought they should have been considering they were hollow rods. Lastly, despite advertised as “free shipping,” I was caught by surprise when the UPS driver required a $74 check to leave the package and tied the fee to a customs charge. Nothing was said about it at the time of order and should have been included.”

Helpful Report

Posted 1 year ago

Hi Daniel, Thank you for taking the time to share your feedback with us. We truly appreciate your honesty and apologise for any inconvenience you've experienced with our product and service. We're pleased to hear that you find the quality of our product to be satisfactory. However, we're genuinely sorry to learn about the issues you've encountered during the installation process. We also apologise if the pricing did not meet your expectations. We strive to provide products that offer both quality and value, and we appreciate your input on this matter. Your comments will be taken into consideration. With regards to the unexpected customs charge, we are very sorry about this! This absolutely should not have been your responsibility to pay. We as a company promise to pay these charges for our customers, however, there was a clerical error made by the courier which meant that they were accidently charging the reciever instead of us, the shipper. If you can please contact us directly with some evidence of the charge, we of course, will be more than happy to reimburse you for this. Thank you. Help@runrug.com.

Posted 1 year ago

“I had initially gave Runrug a bad review, because after 3 weeks my items still have not arrived, after however, in light of their quick response to my email, I will revise my review, as the issue was with UPS, they apparently lost the package. Waiting for a delivery on the replacement.”

Helpful Report

Posted 1 year ago

Hi Tomas Thank you for your message, although we are genuinely sorry to see the issues with the delivery. We do have a great record, alongside our courier of fast delivery and please rest assured that we consistently work to ensure the information on our site is accurate. While reviewing your order I can see that you have been working with a member of our Customer Experience team and I am happy to see that we are close to getting this resolved for you with replacement products shipped to yourself. I hope that when they are received they compliment your home perfectly! Kind regards runrug.com

Posted 1 year ago

“Not bad rugs. Bought 2 for the kitchen. Very disappointed with the customer service. Paid for next-day delivery only to find that the first rug was lost after waiting 2 days, tried contacting Runrug - no phone number. Sent numerous emails over the next day, no replies. Then discovered RR is part of a larger flooring co. that has other outlets. Phoned one of the shops that offered to provide help, and indeed did. Very grateful to the guy. The issue was resolved. Suggest RR up its communication system and not leave customers in limbo.”

Helpful Report

Posted 1 year ago

“It does help to stop the rug moving but not completely. It is rug on carpet so it's always more difficult to stop it moving.”

Helpful Report

Posted 1 year ago

“Runners edging is very limited. Meaning you can easily push the edge stitching apart showing the white cord. It's not going to be long before it will need work to prevent the white cording from continuously showing through the stitching. Other than this, it is what was expected.”

Helpful Report

Posted 1 year ago

“Like the style and pattern of the rug,but thought it would be heavier. Slides and bunches up on top of carpet.”

Helpful Report

Posted 1 year ago

“Left 2 messages with customer service and never received a call back. Carpet came balance due from customs in the amount of 61.00. Expect to pay MORE than your paid receipt for Custom charges.”

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Posted 1 year ago

“Although the Runrig team were prompt with the order I placed they definitely need to review the courier service providers, leaving open packaging out in the rain is wrong, for me this impacts the scorer for Runrug”

Runrug 3 star review on 14th December 2023

Helpful Report

Posted 1 year ago

“Delivery was late and I wasn't notified. I rang & was advised that as I'd ordered 2 items they were coming from different suppliers & one was late. Was then told I would get delivery by Evri and I would be notified when this was out for delivery by Evri. I wasnt. The items were actually delivered without notice by DHL? Think better information regarding delivery timings & couriers is needed. Product is ok and fulfills it's need.”

Helpful Report

Posted 1 year ago

“This rug has an unfortunate smell and is not as soft as I thought.”

Helpful Report

Posted 1 year ago

Hi Rita, Sorry to hear that you're experiencing a smell from your rug. This is not unusual for a new rug and should settle, however, if you would like any assistance with this order, please contact our Customer Service Team at help@runrug.com :) Thanks for taking the time to your feedback.

Posted 1 year ago

“Love the rug, but very tightly packed . Still struggling to get creases out.”

Helpful Report

Posted 1 year ago

Hi John, Sorry to hear you're struggling with getting some creases out of your recent order. If you wish for some assistance with this, please contact our Customer Service Team at help@runrug.com. Thanks for taking the time to leave your feedback!

Posted 1 year ago

“I ordered a gripper and underlay pack to fit our stair runner. It was easy to do, just had to enter the number of steps and everything was calculated. Received regular updates from Runrug and courier - very efficient and delivery was quick too.”

Helpful Report

Posted 1 year ago

Thank you for your brilliant review! We are happy to hear that you found the Underlay and Gripper pack a breeze to order and that we were able to keep you updated on your quickly delivered order. Thanks again for taking the time to leave such valuable feedback!

Posted 1 year ago

“Very good service and quick delivery. Overall we are satisfied however our mat was obviously cut to size from a roll and unfortunately, it was not cut straight so after paying £38 we have had to cut the edges straught eith a pair of scissors.”

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Posted 1 year ago

“Beautiful design. Very cheaply made.”

Helpful Report

Posted 1 year ago

Thank you, Bebert, for your feedback on Runrug! We are committed to providing the best customer experience and we appreciate your honesty. We appreciate your feedback on both the design and qaulity.

Posted 1 year ago

“Received the runner promptly with very unexpected import charges. The rug quality was fine but sadly we did not unroll it before installing. Initially, it looked great. Within an hour, an unexpected repeating pattern of marks appeared on the runner. We contacted customer service who quickly offered to refund the import charges. They could not explain the rug markings and because we actually installed the runner could do no more. The runner will remain in place until I can find a suitable replacement even though it looks like someone spilled something top to bottom. Customer service was polite and prompt attempting to answer my concerns. My advice to future customers is to unroll your runner completely and let it sit for awhile before installing.”

Helpful Report

Posted 1 year ago

Hi Anne, It's disappointing to hear you had an issue with your order and we deeply apologise for any inconvenience caused. I hope our Customer Service Team were able to help resolve this for you. Thank you for your feedback, it is greatly appreciated :)

Posted 1 year ago

“La textura de la carpeta no fue como la esperaba. Se veía más gruesa en la foto .”

Helpful Report

Posted 1 year ago

Lamentamos saber que el grosor de la alfombra no era el que esperaba. Si desea ayuda con este pedido, comuníquese con nuestro equipo de atención al cliente en help@runrug.com Gracias por tomarse el tiempo de dejar sus comentarios.

Posted 1 year 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