I have not had great customer service with this company. They rug arrived badly wrinkled. It was expensive wool rug at £279. The packaging was so tightly taped. I had to cut it all off. The rug is still wrinkled on the floor after over 2 weeks. I e never received a rug in this state before from anywhere else. I sent they photos of the rug and told them I was not happy and asked them for a free returns label. They advised I would have to pay the return, which is unacceptable due to the state it has arrived in as it’s clearly not of the quality I expected. They advised that I iron the rug and sent me a picture of ironing a rug. I am now seeking legal action against them as I am not paying the return. I would never buy from this company again.