The customer service experience was very poor! Trying to return a faulty rug was an ordeal. I've spoken to 4 people now to attempt this. 1st person did not give correct advice and did not arrange anything. Nothing was found on their system showing a record of my call. Speaking to the 2nd person was a better experience (native English) and she advised using myhermes returns via JD Williams. Unfortunately, Hermes didn't collect the rug when instructed and didn't get back in touch. I called again and spoke to a female operator who did not understand my customer number? I had to repeat this more than 8 times?? She did not answer any of my questions and took forever to understand what I was trying to convey. Painfully slow. This call lasted 20 minutes before I gave up and dialled again. Next person was south african and was not clear in his speech, I asked twice politely if he could repeat what he said and he was very rude and spoke loudly and pronounced every word slowly as if I was ignorant and deaf. He sounded angry with me despite my continued patience with their unprofessionalism. I have now concluded the service to be very poor and have taken to typing this review as a result. Hopefully, this rug will eventually be returned after a few weeks of trying? It's frustrating. I've bought a few Jd williams home items over the years and thought they are good for selection and price. Never really had to return anything before. Come on JDWilliams.. sort this service out please!