When I ordered the rug I was told it was in the warehouse and would ship FedEx; I was to receive it within 5 days.. after 2 weeks, I called and was told it would ship in a couple of days, and as soon as there was a tracking number I would receive an email. After 2 days I called back and was told I should have a tracking number soon. Finally, today, I have a tracking number. The only person who was able to dig into the issue and expedite my order is Grace in Customer Service. I had spoken with Noah twice and all I received from him was lip service., and no follow up. Grace actually took the time to contact the warehouse, expedite my shipment.and called me back. There needs to be consistency in the training and monitoring of the people in the phones.