I ordered two rugs. One fairly expensive and the other a more affordable rug. The customer service whilst quick to respond and friendly and helpful was a little scatty. I find with a lot of furniture and interior type companies where dispatch isn’t as instant as say fashion retailers, all fail to keep the customer up to date on their orders in this modern world. I e-mailed them to ask when I could expect my rug as my online account didn’t really shed much light and they replied to say they had one in stock and the other they were wAiting on the stock and it would be another few weeks and did I want the other shipped now. I said please wait and send both together. I then received an e-mail about half an hour later to say both my rugs had been dispatched. I e-mailed again as I was confused and they said (and feeling nervous having seen reviews on trust pilot) they said the other rug had arrived that day. Both rugs arrived safely and I have kept both rugs and very pleased with the quality of both, however as per a lot of other people reviews one of the rugs looked incredibly different in colour to the website. I did contemplate returning one just simply as we weren’t convinced it suited the room but decided to keep it. The online return function on the website just would not work and I again had to e-mail to find out the process and actually on reflection the check out screens weren’t very user friendly either on an I-phone. They have a great selection of rugs and good staff so I think with some improved systems they could turn around their poor reviews as sadly I would source any future rugs from another company simply to avoid the customer service element.