Really bad experience. The first rug they sent had a big red stain down the cream wool rug. As soon as we opened it we saw the stain and called ModernRugs who asked if we could try and clean it before sending it back to see if it made a difference. They said they would sent the cleaner ASAP but a week later still nothing received. Called them to chase and they had forgotten to send the cleaner so a week wasted at this point. The cleaner did nothing whatsoever and I requested a replacement rug. We returned the rug to ModernRugs, and was told a replacement would be delivered within 2 weeks. Tried to chase but nobody answers the phone when you try to call, they seldom respond to emails. Finally received a replacement after 3 weeks from returning the original and there is no other way to describe the new rug as diagonal shaped and crooked. ModernRugs say this is usual apparently due to it being hand made however, its so bad I cant see how it passed any quality inspection. This rug was supposed to cost almost £600, but i wouldn't pay £100 for a rug of this poor quality that is not even straight. I have now had to arrange to return this also. It would appear they are trying to sell rejects, or 2nds for maximum price. The quality has been simply appalling. The staff are polite on the phone however, so thats a minor positive if anything.