You’re right, not having the product I can’t give a full review. The website was easy to use, but I did phone into your office with a question I couldn’t answer myself from your website, and it took a while to reach someone...they didn’t call me back from my voicemail until the next day. During that conversation, the rugs done right representative said she had to get back to me with an answer to my question and would do so the following day. That never happened. Hopefully the rug will be delivered soon and I can upgrade this rating. I’m very influenced by the caliber of customer service I receive - and follow through is an important component of good customer service.